Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,103 total complaints in the last 3 years.
- 692 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Placed reservations with this agency. When I placed the reservation I chose a room with the option to cancel the reservation. There was nothing on the website or booking stating I would be charged a one night fee or taxes to cancel the reservation until after the room was booked. The booking also failed to mention the price of the hotel room did not include hotel amenity fees and taxes. The booking agency does not provide consumers with up front information regarding additional fees or their cancelation policy.
Business Response
Date: 11/21/2022
Greetings *******,
When you book online you have to approve the cancellation policy. There is even a "check box" you have to click to approve everything before you confirm your booking.
The cancellation policy to which you agreed reads as follows: Cancellation Policy:
Each room in this reservation is refundable with a penalty: Bookings cancelled before 11/20/2022 6:00 PM ************ time) are subject to a fee of 1 night's room and tax per room. There is no refund for no-shows, early checkouts, or cancellations after 11/20/2022, 6:00 PM ************ time).Since the cancellation policy is refundable with a penalty, we have to get approval for the refund. We were able to secure a full refund as a gesture of good will. Please allow **** business days to reflect that refund.
If you have any further questions or concerns, please reach out to me personally at ******.********@HotelPlanner.com.
Kind Regards,
*****************************
Initial Complaint
Date:11/19/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a hotel in ********** through them by mistake and it was dirty and smelly so I wanted to check out. I stayed one noght and left and went to another Hampton Inn in **********. The manager of the hotel lied and said I was there all 3 nights and I presented evidence, filed a dispute with my Amex and the gave me a full refund. The refund was in the form of a credit card that never worked. I tried for a year to use it and just got a run around. Now it has expired but I am still unhappy withe amount of money the would not let me use $521.01 and lies that they told me.Business Response
Date: 11/20/2022
Dear *******,
We apologize about the confusion that has surrounded your refund. There was a voucher (credit) issued, when you disputed the charge, it expired. This is can be fixed by ** issuing you a new voucher. I have done that. Please allow 24 hours for you to receive the new voucher in your email.
If you have any further questions or concerns, please feel free to reach out to me personally at ******.********@HotelPlanner.com.
Kind Regards,
*****************************
Customer Answer
Date: 11/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfied when I receive the replacement voucher that I have not yet received as of today 11/23/2022. I will refile a complaint if I do not receive it. Thank you
Sincerely,
***************************Initial Complaint
Date:11/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The issue is that this property is been advertised as a Hotel when in reality it is Condo. This is affecting buyers' of the unit getting financing for the property. This property should not be showing up as a hotel. It is not run as a hotel and does not have hotel type characteristics nor amenities. Please remove this property as a hotel asap.Business Response
Date: 11/17/2022
Greetings ******,
I would love to assist you further with your request. Please email me directly at ******.********@HotelPlanner.com. I need the exact address so we can make sure we are getting the right one.Kind Regards,
*****************************
Initial Complaint
Date:11/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a reservation on 8/3/22 for a 3 night stay at ***************** Oct *****. I received an email confirmation with reservation number ********* and itinerary number H5408243 for a total cost of $1178.94. When I tried to check in at the hotel on Oct 16, the hotel said they did not have a reservation for me. I attempted to call hotel plqnnee multiple times and had to leave a message. ************* had already charged my credit card. I had to pay again - directly to the hotel. Someone from ************* finally called me back and said they would refund me the money I paid them for the hotel. I received an email the next day from hotel one asking how they could help. I have reached out to them multiple times to get a refund but it has never been sent.Business Response
Date: 11/17/2022
Greetings *****,
Thank you so much for reaching out to us! I am so sorry about the delay in getting your refund. It looks like there was a misstep and someone did not complete the process of your refund by mistake. Please be assured your refund has been processed and you will be receiving your refund within **** business days.
If there are any errors and you happen to not get it within that time frame, or you have any further questions or concerns, please reach out to me directly at ******.********@HotelPlanner.com so I can assist you further. Again, please accept my deepest apologies about this delay.
Kind Regards,
*****************************
Initial Complaint
Date:11/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 9/27/22 I booked a 2 night stay(10/21/22-10/23/22) at Quality ************* Itinerary number H5644787. It appeared it was booked thru the hotel, but now Ive learned it was booked thru Hotel Planner. Per the confirmation email I received, I had up to seven days prior to my check in to make changes to my reservation. The only fee noted in that email was a $5.98 service fee. On 10/12/22, I had to change my reservation to a one night stay with a check in date of 10/22/22. I made the change over the telephone and received a confirmation number from hotel planner *********. When we arrived at the hotel on 10/22/22, we were advised by the hotel that we were no-shows, and our room had been canceled and card charged $174.50. On 10/24/22, I started the process of obtaining a refund. The hotel maintains we were no-shows. Hotel planner advises they cannot refund because they have no funds. I have spent the last 23 days making phone calls and sending emails trying to get this resolved. Hotel planner offered me a voucher for 50% off a stay, which I declined. I do not want a credit. I would like my refund I have emailed and asked that I be connected with a supervisor and I have gotten no response. I believe that hotel planner is responsible for this discrepancy because the hotel maintains we were no-shows. Hotel planner has the documentation and the proof that we changed our reservation. The reservation was changed within the time permitted and I should not have been charged a fee.Business Response
Date: 11/17/2022
Dear ***,
Let me first apologize about the problems that you are experiencing with this booking. As I look back on all records of communications that HotelPlanner has had with the hotel, I can confirm that the first contact made was on 10/12. Our service agent spoke with a front desk agent, Junior. He informed us that he made the change, and your new check in date was 10/22. At that time he provided us with the confirmation number that was provided to you.
Since then, we have spoke with the hotel 5 times in attempt to obtain your refund. One of those times we spoke with front desk agent ***, who informed us that there is 2 reservations for you in their system. One reservation for one night, and one reservation for 2 nights. It appears that ****** made a new reservation rather than changing the old reservation. That is why your reservation was tagged as a no show. The hotel is the billing party, so they are solely responsible for charges that were made. The hotel is the one that charged you, they have to be the ones to refund you. The only money that we made off this booking is $5.98, which I have refunded.
I understand this is a very frustrating situation. However, since we did not charge you anything, the only thing I can offer you is a credit for the full amount of $174.50.
Email is the quickest way to get ahold of someone. I am happy to connect you with a supervisor as well, please email me directly at ******.********@HotelPlanner.com.
Kind Regards,
*****************************
Customer Answer
Date: 11/21/2022
Complaint: 18414788
I am rejecting this response because:I do not want a credit. I would like a refund. I also am having trouble understanding the explanation from the hotel. Per your email,the hotel had two reservations for me.If they had two reservations,why didnt we have a room?
when we arrived at the hotel, we were advised we were no-shows our room was canceled, and the hotel was full. If I had two rooms booked, then I shouldve had a room available. Please help me understand.
Sincerely,
***********************Business Response
Date: 12/01/2022
Greetings ***,
For further explanation, one reservation (2 nights) was tagged as no show. The other one was cancelled free of charge. The only charge you should have is from the hotel for $174.50. We have called the hotel multiple times explaining their error. They still refuse a refund.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.
If you have any further questions or concerns, please reach out to me directly at ******.********@HotelPlanner.com.
Regards,
*****************************Initial Complaint
Date:11/16/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello I am a long-time customer of Hotel Planner, booked with Hotel Planner a lot of times but has never paid any service fee.Now, you started to put a hidden fee in a sneaky way.When we book, this is what is seen on your website:Hotel's Cancellation Policy CXL: Cancel by 12PM 15-NOV-22 ******* per night STARTING 17 NOV FOR 1 NIGHT per night STARTING 18 NOV FOR 2 NIGHTS per night STARTING 20 NOV FOR 1 NIGHT SUB TOTAL FOR STAY approximate TOTAL INCL ALL KNOWN taxes/fees GUARANTEE IS REQUIRED AX DC DS JC CA IK MC UP VI VS CHECK IN TIME 4PM CHECK OUT TIME 11AM ACCESSIBLE TRADTL RM FULL BED. 125 SQ. ********************************** TIME ZONE: EST. *********** fee is charged at the time of booking and is not refunded upon canceling.You hide that sentence under Hotel Cancellation Policy to simply DECEIVE your customers. Because you have absolutely no respect for your customers.If this is a service charge by you, why did you add it under Hotels Cancellation policy? And why didnt you clearly put it on the top, or in a place where it will be clearly visible to your customers? Because you wanted to hide it because you know this is not right because you know this is stupid.Business Response
Date: 11/16/2022
Greetings,
I seen that my supervisor, *****, gave you a call earlier today explaining the service fee. The $19.99 fee has been refunded. 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,
*****************************
Customer Answer
Date: 11/22/2022
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:11/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a reservation for a **************** hotel stay 11/07-09/2022. The ****# I called never identified themselves or said they were not the Hilton. They made the reservation for a King *** ******* view. They said the rate was non-refundable but I would be rewarded with 2 bottles of wine in the room. Upon arrival, the ****** said, that their records show the room was a Standard room, no view, no ********* had been made through Expedia. They also said, I would have to pay $100 extra for an upgrade. When I got the receipt, I noted that the actual reservations were made through HotelPlanners.com, not Hilton, not Expedia. I've made 4 attempts to contact HotelPlanners and they ignore me. Emails go unanswered. They just keep giving me an auto-reply with a "report" #******. This company is a "bait & switch" business. They're fraudulent. I want to see them shut down for fraud. I want a refund for the upgrade I should not have had to pay and I want the value of 2 bottles of wine I never received. Reservation is under H5799479. I'm the one who made this reservation under my partner's name, *********************. I'm the one who paid for the extra charges. I want a REFUND.Business Response
Date: 11/16/2022
Greetings *****,
After reviewing the call, I can confirm the booking agent made an error. Please accept our sincere apologies for that. We have issued your refund of $100.00 for the additional fees that accrued from you getting a golf view.
Please also accept my apologies for the delay in response to your ticket. We have answer all inquires in the order in which they were received. If you have any further questions or concerns, please feel free to reach out to me directly at ******.********@HotelPlanner.com.
Kind Regards,
*****************************
Initial Complaint
Date:11/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked over the phone and was informed cancellation Was free up to 24 hours in advance. I called to cancel and was informed would have to pay a 30%cancellation fee. I was never informed of this and the lady on the phone said they could review my call. I asked for the company policy as to how long they could hold my funds. They last kept asking me to be professional which I was. I spoke in a calm tone. And kept asking for the policy every time I did she could not provide it. I asked to speak to her supervisor regarding this policy she said I was using sarcasm and hung up on me. I was merely asking for information as to when my funds would be returned. This was a very frustrating call as there was multiple times she would not answer my questions. Do not book through them. They will tell you free cancellation then charge you for it.Business Response
Date: 11/15/2022
Greetings *******,
Please accept our sincere apologies about the agent error. The reservation has been fully refunded. Please allow **** business days to see that refund reflected on your account.
If you have any further questions, please reach out to [email protected].
Regards,
*****************************
Initial Complaint
Date:11/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The original transaction occurred on September 23, **** in a hotel reservation in the amount of $3,203.10 At that time, we were told that if we cancelled for a different date our funds would be returned for only "a valid reason." We were told that since we cancelled the original reservation a equivalent value voucher would be issued. We attempted to use the voucher in a June 2023 reservation. After futilely inputting the number several times and speaking to three different agents on the phone, we were told a new voucher would be issued. Afterwards, we were told we would have to wait three months since we were disputing the charge with our credit card company. All we are asking is that the voucher be issued so we can use the credit for a new reservation.Business Response
Date: 11/15/2022
Greetings,
I am having a difficult time finding your reservation using the information you provided. Please email me your itinerary number to ******.********@HotelPlanner.com.
Kind Regards,
*****************************
Customer Answer
Date: 11/16/2022
Complaint: 18400595
I am rejecting this response because: ************ can not find my reservation. The itinerary number isH5618775. The matter is still not resolved.
Sincerely,
*************************Business Response
Date: 11/22/2022
Hello *******,
I seen you emailed me your itinerary number, and I responded to your email 11/16 at 10:16PM EST as follows.
After looking at your reservation, it went into dispute on 10/08. That is when the voucher that was issued on 09/29 was cancelled. 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.
Kind Regards,*****************************
Initial Complaint
Date:11/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Made reservations for Oct 20, 2022 through October 23 with Home2 Suites by ******. I found out prior to check out that ****** used a third party vendor to make the reservations. There was no mention of a third party vendor at anytime when I made the reservation or during checkout at the hotel. When I asked for a receipt at checkout, my invoice reflected $634.95. I asked why I was quoted $1,138.91 and the staff on duty could not explain why there was a difference of $503.96. When asked for the name of someone that could explain the situation, I was provided the name of ***** with a phone number and extension **********************).I contacted **** October 25/26. It took a while, but ***** explained that a third party vendor had made the reservation and the difference between $634.95 and the $1,138.91 ($503.96) was the fee for a third party vendor called "Git a Room" collected the funds and ****** would collect the $634.95 from them.At no time was I made aware that I was talking to "Git a Room", or any other third party vendor when I made the reservation. The entire time I thought I was speaking with the reservation ********** of ***** Hilton.Both Hilton and "Git a Room" were being deceitful by not disclosing that I was using a third party vendor. In fact the email I received confirming my reservation was from "****************************", which provided me with the Hilton itinerary number, check-in/check-out dates, the hotel name, address with directions. I have tried to contact "****************************" at ************ and was sent to "reservation counter.com". The representative would not provide me with a direct phone number or contact name. I asked that the issue be escalated and told that it would take 24 to 48 hours to review the call. Once the call was reviewed I would receive an email.A message was left for ***** at Home2 Hilton. Once the call is returned I will request the issue be escalated.Business Response
Date: 11/10/2022
Greetings ******,
As was already communicated by my manager, the rate that was disclosed to you on that receipt is not the rate you paid. It is used only for wholesale transactions and does not represent any rate that was available at that property to the public when your reservation was confirmed. We actually paid more for your room than the amount showed to you on that receipt. The hotel and the third party (Get A Room) privately negotiate the lower cost. ************ is not part of that negotiation.
We understand your request for a refund, however, when you booked your reservation, you agreed to the listed rate. Any other rate provided to you cannot be honored or fulfilled by us.
If you have any further questions, please email me directly at ******.********@HotelPlanner.com.
Kind Regards,
*****************************
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