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

  
• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

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:12/20/2022

  Type:Billing 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.

  Booked two rooms for ******************** **, was charged 3 times what the group rate was. ************ has not picked up the phone to help cancel my reservations before the 48 Hour deadline.

  

  Business Response

  Date: 12/21/2022

  Dear *****,

  According to our records, we did answer the phone. You decided to keep the reservation the first time we spoke with you on the phone. Then you requested to cancel. Despite the policy to which you agreed, we worked to get this reservation cancelled free of charge as a gesture of good will. According to our records, at 4:26PM, this reservation was cancelled. You have already been notified via email, but as a reminder, the refund will take about **** business days to see that reflected on your account.

   

  If you have any further questions, please reach out to [email protected].

   

  Regards,

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

• Initial Complaint

  Date:12/19/2022

  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.

  I originally booked a hotel through hotel planner for the check in date of December 20th, 2022 with a check out date of December 21st, 2022. My flight then got changed and therefore I had my check in date changed to December 17th, 2022 with a check out date of December 18th, 2022. I have the emails from hotel planner to prove that they confirmed the change. When I went to the hotel on December 17th, 2022 to check in, the hotel stated they weren't notified of the change and still had me booked for December 20th, 2022. They were also fully booked and so I therefore had to find another hotel for that night and pay $150 for the second hotel. I have tried to reach hotel planner customer service but to no avail. They will not respond to my emails either. I would like my money back for the initial reservation a they are the ones that messed up that reservation. If you need my emails as proof, I would be happy to provide them.

  

  Business Response

  Date: 12/22/2022

  Greetings ********,

   

  I did contact the property. I did learn that when we contacted them on November 22, the front desk agent did confirm the date was updated to check in December 17. The agent I spoke with this evening said there were notes that it was modified so they are not sure why you were unable to check in on December 17. We are fully refunding your card due to you not being able to utilize the reservation. 

  We do understand this is a frustrating situation. Please accept our sincere apologies regarding this confusion.  If you have any further questions or concerns, please reach out to me directly at ******.********@HotelPlanner.com.

   

  Regards,

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

   

• Initial Complaint

  Date:12/10/2022

  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 through ***************** on nov. 8th at 8:17am on nov. 10th at 12:52pm i cancelled the room at red roof inn i then called hotel planner and told them i cancelled the room they told me because it was after 24hrs i would have to pay a one night penalty the balance would be refuneded. they said a refund ticket was submitted i would be notified via e-mail never happend i then notified them a second time they submitted another ticket they said they would notify me via e-mail again never notified called on 12/09/2022 another ticket submitted for refund but before they would submitt the ticket they stated they were not refunding any of the ****** it was my understanding i was being charged 1 night the balance of the ****** to be refunded there refusing to refund the bal. the person i talked to on the phone wasmrs.church id number ******* ticket number submitted by her on 12/09/2022 requested corprats phone number they refused requested to speak to a supervisor they refused stated i needed to submitt a ticket to talk to them im requesteing the balance of the ****** minus the 1 night stay. please help

  

  Business Response

  Date: 12/13/2022

  Greetings ******,

   

  We are so sorry about the delay that occurred. Your refund has been processed. Please allow **** business days to see that reflected to your account. 

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

   

  Regards,

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

• Initial Complaint

  Date:11/30/2022

  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.

  In September my husband booked two rooms at Super 8 by WYNDHAM ************************. When the gentlemen came to get their rooms they were told there were no rooms booked under ***************************. We later found out the rooms were booked under *****************************. After around 12 calls room #1 H5569636 was refunded but the other room #2 H5569640 was denied as a no show after the refund was done on room #1. Hotel planner said Super 8 by ******* is responsible for the refund and ****** the manager of Super 8 by ******* said hotel planner is responsible. We are stuck in the middle. I have made close to 20 calls with no solution.

  

  Business Response

  Date: 12/02/2022

  Dear ******,

   

  This refund was denied due to the agent confirming the spelling of the last name to which the caller agreed. We did refund one room as a courtesy, but we are unable to refund the 2nd room. Please see attachment for the call recording. At 6 minutes, the caller and the agent go over the name for the reservation. 

   

  If you have any further questions, please reach out to [email protected].

   

  Regards,
  *****************************

• Initial Complaint

  Date:11/30/2022

  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 made a reservation for ********************************************* on ****** that was apparently done through ************ services from Oct ****. Our check in was Oct 7 at 4pm. On Sep ****************************************************** my confirmation email to let them know that my flight was going to be landing in ******* on Oct 6 11:45pm so essentially I would need to be able to check in on Oct 7 around 1 am, much early than the standard 4pm. I understood my reservation would not cover this so I reached out to see what was needed to ensure we could check in early (either pay for an extra night, etc). ************** replied back on Sep 15 with "Thank you for taking time contacting ************. We already contacted the property and confirmed that you can check-n early without additional charges." Which was great. On Oct 7 at 1 am, the hotel told us the accommodation was not done correctly as there was miscommunication between ************ and The Magnificent ********** (which in the words of the hotel clerk, happens often - wow). This left us wandering around ******* at 1 am looking for a hotel that would take us in (this was the weekend of the ******* marathon, so most were booked full). Funny there was no miscommunication when they took my $1,000 payment for the original reservation.After this, I have emailed ************ letting them know about their error and that the least they can do is refund me for the additional stay at a random hotel we had to pay out of pocket because they had told us it was all taken care of and obviously it was not.Manager ********************* decided to stop responding when I refused to take a voucher to use on hotelplanner again - why he/hotelplanner would think I would do business with them again is beyond me. I have all the emails if they are needed for proof.

  

  Business Response

  Date: 12/02/2022

  Dear *****,

   

  I spoke with my manager, *****. He informed me there is no refund we are able to offer due to this is being a "Paid at Hotel" reservation. The hotel is denying any sort of compensation. That is why we offered a voucher. That is the only way we are able to compensate you due to the fact we do not have any of your funds.

   

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

   

  Regards,

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

  Customer Answer

  Date: 12/05/2022

  Complaint: 18485949

  
  

  I am rejecting this response because ************ did not train their customer services reps correctly and I had to pay out of pocket for an additional hotel stay. I did not pay with a voucher and unfortunately the credit card company does not accept vouchers as a form of payment.  

  
  

  Sincerely,

  
  

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

  
  

• Initial Complaint

  Date:11/30/2022

  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.

  our itinerary : H557468 we made 2 rooms reservation for september *****, 2022 but was unable to because we were sick so we called Hotel Planner to check with them if they can modify and move our reservation to a different date because we understand we cannot cancel it, the support we talked to said we can and she mentioned she will coordinate with ***** 6 and sent us an email regarding the approval of our request. come the day that we want to use it, called the hotel so we can confirm, they told us that we were a no show and that they cannot refund our money so we called Hotel Planner and asked what went wrong. The lady we talked to had to go back and forth with us and Motel 6 to get all the info she needed. before ending that call, she said that she's going to file for a refund of $151.35 (more or less) back to our card because it was not our fault nor Motel 6's fault. it was on their end because for some reason, the modifications on their end doesn't seem to reflect on Motel 6's side so she said she's going to process a refund and should reflect in **** business days. Now, it's over a month of waiting and when we called them, the guy we spoke to was flat out not helping. he disregard all the info on his end and said we just lost our money and hung up the phone. I was frustrated this kind of people has no sympathy. that money could go a long way and it is holiday season. I called again and spoke to a different person, a woman and ofcourse said that she is filing an internal investigation but no where to tell us if we can get our refund. Please help. Everything is tight nowadays. PLease ask for retrieval of recordings or their notations. we have on our end the email of them confirming they went to approve our request to modify the date and refund. Thank you in advance.

  

  Business Response

  Date: 12/01/2022

  Greetings ***,

   

  I would love to assist you further. If it is at all possible, please send me a screenshot of the email you have where you were told you would get a refund.

   

  Please email me directly at ******.********@HotelPlanner.com.

   

  Regards,

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

  Customer Answer

  Date: 12/13/2022

  I have attached from the first complaint letter the communication we have on our end that says they have approved to move the date of our stay because we were sick(from sept ***** moved to Oct 8-9 because we were thinking we'll use it for our wedding anniversary instead. If only we knew they will not do what they said they will, we could have done it ourselves but instead we trusted them to do it as they say, they are the hotel planners. That first failure on their part to move/confirm our reservation to the hotel is already a clear indication we were at no fault. Already a clear indication that they did not do their job but ofcourse, we will have to loose our hard earned money from that negligence. As a business who does everything online or by phone, they have have the capability to pull up all the communications or recordings between us and their representatives telling us that they will process the refund. Who would have thought that it will go downhill? If only we could have recorded the call ourselves as the consumer. What we have here is the communication asking for refund and on their end, they should have the recordings of their representatives saying they will process a refund, that is why I have been asking consistently they should pull up the recordings. On our end, we have exhausted what resources we have from them just to get our money back because we did not use any service from the hotel. And now, it is up to them to be honest and use their resources, do their part and cooperate. Those recordings and notation from their representatives will surely shed light on all of this. 

  Customer Answer

  Date: 12/17/2022

   
  Better Business Bureau:
  

  We want to thank the BBB in assisting us in getting a resolution for this issue. We appreciate ******'s gesture of goodwill. We expect to see the adjustment in our account no later than December 30th, 2022 as per ************'s statement of 2 to 10 business days.

  
  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:11/30/2022

  Type:Order 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 have a contract with HotelPlanners for a Hotel for a Group Cruise. ******************************* quoted me a commission payout way less than contracted and stated it was mailed (not true at all). Once confronted with the signed contract he then accused me in email of possibly adjusting the contracted percentage because they do not want to pay it. On November 5th he stated that the commission was mailed and as of November 30 there has been nothing. He does not respond to telephone calls. I will never do business with them again.

  

  Business Response

  Date: 12/01/2022

  Dear *******,

   

  I would love to assist you further. In order to assist you better, it would be helpful if you email me directly at ******.********@HotelPlanner.com. This will allow me to get you to the people that can get you what you want, and need.

   

  Kind Regards,

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

• Initial Complaint

  Date:11/25/2022

  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 thought I was calling Holiday Inn direct- i searched for a specific hotel in a specific town thinking I was calling them directly. I ended up calling ************* and it wasnt it until they emailed me confirmations that I realized it wasnt the hotel. The rate was more than Holiday Inn website and additional fees were exorbitant and they never revealed that information to me when booking. I have tried to rectify with them and they only cancelled my rooms with no refund.reservation H5723779 $318.55 confirmation #******* Reservation H5723775 $333.91 confirmation #********** Number on my emails to call- ***********

  

  Business Response

  Date: 11/27/2022

  Greetings,

   

  After reviewing the phone call, I heard the reservationist say, "thank you for calling reservations". That means you called a reservation line ***************), not the hotel *************). When you call the hotel, they say "thank you for calling Holiday Inn...". I called the hotel and spoke with the front desk agent. I was advised you did utilize your reservation, H5723775. There will be no refund for that reservation. 

   

  After looking further into reservation, H5723779, there was a voucher issued. However, I have cancelled that voucher and processed your refund for that reservation. Please allow **** business days to see that reflected onto your account.

   

  If you have any further questions or concerns, please don't hesitate to reach out to me personally at ******.********@HotelPlanner.com.

   

   

  Regards,

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

• Initial Complaint

  Date:11/23/2022

  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.

  I made a reservation on HotelPlanner.com for *************************, ********************************************************** for 6 people, 4 nights starting November 24th, 2022 to November 28th 2022. Itinerary number H5505346.HotelPlanner charged me $24.99 extra person fees/night for 2 people. A total of $199.92. On November 18th, 2 of our party got covid and cannot go on the trip, I therefore called to make changes to the reservation and changed it from 6 people to 4. While requesting a refund of the extra persons fees ($199.92) I also called ************************* about the same, and learned from the hotel that they actually do not charge extra person fees at all. Here is *************************'s phone number: **********.I've called 2 times after the initial contact about the same concern and all times HotelPlanner gave me the same answer without explanation: they cannot make changes to a reservation once it's been made. Even though the hotel told me they are not charging extra person fees at all. In conclusion, HotelPlanner is charging extra person fee, not passing this fee along to the hotel, and refusing to refund this fee when there is no more extra persons at all now. They claim they cannot do this because of the hotel, but the hotel has confirmed otherwise. HotelPlanner is a fraudulent business and charges fee for itself while claiming it's on behalf of the hotel.

  

  Business Response

  Date: 11/23/2022

  Greetings Yizhi,

   

  Please accept our sincere apologies for the confusion surrounding your charge in occupancy. The fees are discussed and agreed upon between the hotel and 3rd party. Please be assured we have processed your refund of $50.00. You should see that reflected on your account within **** business days. 

   

  If you have any further questions or concerns, please reach out to [email protected].

   

  Kind Regards,

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

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18457290
  
  I am rejecting this response because:
  The extra person fees that need to be refunded is $24.99 per night per person, for 2 people and 4 nights. A total of $199.98. I dont know why you are refunding me a random $50 and not the full amount.

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

  

  Business Response

  Date: 12/01/2022

  Greetings,

  We have processed an additional $150.00 refund. You should receive this refund in about **** days. Please accept my apologies. I made an error when processing your last refund. 

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

   

  Regards,

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

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18457290
  
  I am rejecting this response because:
  I have not received the said 150 refund. Please specify which card you refunded to so I can check with my bank. I will accept the response when I see the refund in account.

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

  

  Business Response

  Date: 12/08/2022

  Greetings,

   

  As said previously, it can take up to 10 business days to process back to your bank. After 10 business days, please reach out to your bank as that would be the delay.

   

  Regards,

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

   

• Initial Complaint

  Date:11/22/2022

  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.

  I made a reservation to stay at a Holiday Inn express on 9/6/22 to stay one night on 11/4/22. They charged me $227.77 which included a service charge of $19.87 that is paid at time of reservation. I cancelled the reservation on 9/21/22 well within the time frame to cancel without penalty. On 11/4/2022 the hotel charged me $207 for a no show because the website that I booked and canceled on did not inform hotel of cancellation. I called the hotel and they can see I canceled but said I needed to get the refund from this website. I have contacted them almost daily since 11/7 including documentation to show my cancellation email and my money removed from my bank account from them but they keep sending me these vague emails that they cant help me and are not refunding my money.

  

  Business Response

  Date: 11/24/2022

  Dear ***,
  
  Please accept our sincere apologize about these complications surrounding your cancellation. We, as well as the 3rd party have record of your cancellation on 9/21. There must have been a system error when getting your cancelled status to the hotel. We are waiting to hear back from the 3rd party for a refund on your behalf. We do not have any of your funds since this is a "Paid at Hotel" reservation, for that reason, I can only offer a voucher for the full amount.  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.
  
  If this sounds like an acceptable solution, please email me directly at ******.********@HotelPlanner.com.

   

  Kind Regards,

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

  
  

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18450752
  
  I am rejecting this response because: they deducted $207 out of my bank account. I do not travel often as this was for a tournament that my child plays in that was canceled. I want the money back. Whomever deducted the amount needs to issue a refund. I do not want nor need a voucher. I followed the instructions when to cancel without incurring a fee and they still deducted the money. I want the money returned or else I will have no choice but to take you to court which I am prepared to do. The hotel said you took the funds out so you need to replace them. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/02/2022

  Dear ***,

  The reason we can not issue a refund is that we do not have your funds as we never charged your card because this is a "Paid at Hotel" reservation. The hotel is the only place that has a charge on your card. We offer a credit because that is the only way we are able to compensate for the hotels error as we did not charge your card. The 3rd party (Booking.com) is not even able to refund due to the fact the hotel is the only place that has your money. 

  The only way you would be able to get a refund is if the hotel refunds the card they charged. 

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

   

  Regards,

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

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18450752
  
  I am rejecting this response because:
  It is your job to then notify the hotel to refund my money. I booked through you. It is your error that it was not marked canceled. If it was that easy then the hotel would not have told me when I called them that I need to go through you. This is not the customers error. The customer should not have to fight to get MONEY that should not have been taken out of my account returned in the first place. This is outrageous. I need my $207 that was unlawfully removed from my accounts put back. I did not allow this transaction to occur and I had nothing to do with this site or hotel from the time I canceled the reservation over one month before the funds were taken out. If I went through you to place the order, went through you to cancel, then it is up to you to track down the money and have it returned to me.
  Sincerely,
  
  *******************