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:11/07/2022

  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.

  On Sunday October 29th, I made reservation at the Comfort Inn. The fee for hotal and tax was $464.37. After I confirmed the reservation another amount came up of $604, stating there was a recovery fee of $209.78. I then made a call to the hotel which informed me that it was a third party through Priceline.com. I was given the phone number for travel web at ************. That number was no longer inservice. Through research I found the name lexyl travel tech, called and stated my problem with recovery fee being added after I confirmed. The representative stated that it was a non refundable cancellation that cannot be cancelled and took my information and said someone would contact me. Further research showed hat Lexyl is actually Hotelplanner.com and is not run by Priceline. I received several emails stating, sorry for the inconvience but you cannot have a refund and can not cancel, if you do you will be charged for the full 3 days. Even though on the website stated I would be charged one day fee. To this day, no one has contacted me. I tried to send the emails so you can see how many times I have contacted this company, but was blocked from downloading the emails. I just want my money put back on my credit card and to cancel this reservation that has several subsidiares to this company and Comfort Inn do not even know who the real company is. about:blank#blocked, this whats comes up when I try to download the transcripts and emails from this company. It says sorry, account is temporary unavailable.*********************

  

  Business Response

  Date: 11/10/2022

  Greetings *****,

  As was already communicated to you by my manager, *********************, your online booking was clearly marked with all costs to you. When you book online, the cost shown includes (negotiated) rate, plus applicable tax recovery and fees. There is a "check-box" to remind you that the reservation is non-refundable PRIOR to you clicking a button to complete your booking. Nothing appeared after you completed your booking. This reservation was processed AFTER the information was provided, and you agreed. 

  We did contact the hotel to see if we could cancel your reservation and receive a refund as a gesture of good will, however, the hotel declined the refund. We can only issue a refund if the hotel agrees. I understand this is not the outcome you wished for, for that, I do sincerely apologize. 

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

   

  Kind Regards,

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

• Initial Complaint

  Date:10/31/2022

  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 at the ************************* on 10/29/2022 through hotelplanner.com. Itinerary Number: H5774153 The person I spoke with stated that he worked directly for the hotel at their Reservation Site.I called to verify the room on 10/31/22 to make sure that everything was set up, (this is our Honeymoon), and found out through Hotelplanner.com that the room we requested was not what we reserved, but a room with no king *** and no Ocean view. Hotelplanner.com telephone ************** ************************* telephone ************ I verified the reservation on 10/31/2022 at the *************************, and then found out the following information once I called and conformed the reservation the following Monday (10/31/22):1.When I originally booked the room through Hotelplanner.com, the person on the telephone stated I would have a King *** and an ocean view, but after checking with the Hotel itself, that this is not the case.2.I asked why the fee was much higher than the website stated fee, and the person stated that they did not update the site for this time of year, which was a direct falsehood. He stated that the ocean view was more expensive. 3.The person on the telephone stated they worked directly with the hotel, and they did not, which was a direct falsehood.4.I paid the cost of the hotel reservation in full with my ******************* credit card for a total of $8,966.94, for a King *** and waterfront view, which they did not deliver in the reservation they provided.5.They are stating that they are going to withhold $1,464.49 for a cancellation fee for a product, which they did not deliver. 6.I want the full refund of $8,966.94 put back on my credit card.I have made a new reservation directly through *************************, and they have my waterfront King ***room reserved for January *****th, so the room was available at the time I made the original reservation through Hotelplanner.com, and the hotel verified this o

  

  Business Response

  Date: 11/01/2022

  Greetings,

   

  Let me start off by saying, we sincerely apologize about the agents error when booking the reservation. We understand you experienced unacceptable treatment. However, as of 10/31/2022 at 3:09PM, a FULL refund was processed. It should take about **** business days to reflect that on your account.

   

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

   

  Kind Regards,

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

• Initial Complaint

  Date:10/25/2022

  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.

  On 9/20, I booked a stay at the ***************** through Hotel Planner for 11/18-11/20. When I clicked to book with my payment, the system defaulted to 3 nights. I was charged in full for 3 nights ($522). I immediately emailed customer support to notify of the error and request my stay be corrected for 2 nights, 11/18-11/20. I received a response that the reservation was updated for those 2 nights. I followed up for my refund for the 3rd night ($174). I was told they could not refund me for the 3rd night until I checked out. This didnt make sense since the reservation was updated for 2 nights. I continued to request a response, but when no response was received, I filed a dispute with my bank for the 3rd nights stay, in the amount of $174. The bank credited me back the $174 on 9/21 while an investigation was pending. I made the customer support team aware of the claim. The bank reversed the credit $174 back to Hotel Planner on 10/22 without explanation. Nearly ready to give up, I checked my reservation to be sure at least it was confirmed, only to find out Hotel Planner canceled the entire reservation while keeping my $522. I reached out to ask why it was canceled when they hadnt refunded me my money and they said bc I filed a claim with my bank they couldnt issue me a refund unless I withdrew the dispute with evidence to Charge Review that the claim was withdrawn. Again this made no sense since they canceled my reservation. And I cant withdraw the claim now that the bank decided in favor of Hotel Planner by sending them back the $174. I sent Hotel Planner screen shots of my bank statement showing the initial total charge, credit of $174 and the reversal of the claim for $174. At this point, Im requesting they remedy the matter in one of two ways: (1) refund me the entire $522 and leave the reservation as canceled; or (2) reinstate the stay for 11/18-11/20 and refund me the $174 for the 3rd night.

  

  Business Response

  Date: 10/26/2022

  Greetings,

   

  First of all, let me apologize for the delay in getting your refund. I understand this is a frustrating process for you. When you filed a dispute as unfortunate as it is, it locked us out of the reservation for 90 days while the bank investigates. A full refund is approved, but we do have to wait for the reservation to be unlocked. If there is anyway of getting a letter showing that the dispute is closed from your bank that would certainly speed up the process. 

   

  The letter must include the following, and email this 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 have any further questions or concerns, please reach out to me directly at ******.********@HotelPlanner.com.

   

  Kind Regards,

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

• Initial Complaint

  Date:10/24/2022

  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.

  Reservation Itinerary H4312851 for $ ****** USD was not used due to COVID. I am a double amputee with co-morbidities and did not feel it was safe to travel. I have tried for the last 3 months to convert the existing voucher that does not expire until **** to use this year, same hotel, same dates, and same the handicapped accommodations.The hotel has not returned our calls; we have the following service tickets: ****** ****** The reservation is registered to: *********************** Could you please help us Credit Card Number **************** Expiration date 10/**** CVV: *** Credit Card ********* My complaint is with the hotels lack of attention to this matter and the upcoming Thanksgiving holiday that I want to use this voucher.I have left messages at:************** 1-800-497-2175 1-855-297-1429 1-800-497-2175 1-800-246-8357

  

  Business Response

  Date: 10/26/2022

  Greetings,
  
  I am happy to assist you. Thank you for providing all your information.
  
  When I try to book, it seems that hotel is sold out in our system for those dates. There is another hotel just up the road that does have some availability. Fairfield Inn by Marriott. It is **** miles south of the **************** would be happy to help you book, however I would need some additional information requiring a phone call. The reservation line is **************. You would need to notify them that you are booking with a voucher so they can assist you properly.
  
  Please accept our sincere apologize that this has been complicated.
  
  If you have any further questions or concerns, please reach out to me personally at ******.********@HotelPlanner.com.
  
  Kind Regards,
  *****************************

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18305717
  
  I am rejecting this response because:

   

  After being in constant contact to use the voucher before the $604.00 voucher expired we NEVER received the promised  information needed to use the voucher before it expired 11.14.22.
  I suggest this was an intended action to block our ability to use this pre-paid voucher. It was negligent, purposeful and fraudulent on their behalf.
  I hereby request full reimbursement for the payment made in 2021 which we were not given access to use prior this years expiration date. The work started in August of this year to ensure usage in November 2022.
  While all text conversations have not been saved we were assured repeatedly the necessary information needed to book this years thanksgivings stay in ****** to visit my daughter would be made available that did not happen.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/21/2022

  Dear ****,

   

  Thank you so much for your assistance regarding this matter.

   

  Regards,

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

  

  Business Response

  Date: 11/22/2022

  Hello ****,

   

  Thank you for your assistance.

   

  Regards,

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

  

  Business Response

  Date: 11/30/2022

  Hello,

   

  I am happy to help with whatever I can. He needs to reach out to the reservations department and they can help him book.

   

  Regards,

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

• Initial Complaint

  Date:10/19/2022

  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.

  Complaint Details we made the reservation thru Hotel Planner 11:30 pm 09/09/2022. We were traveling for a family illness. We got to the hotel around 12:30. My daughter in law made the reservation but my card was used for the charges. Her name is ****************************** 1. We pull up to the hotel and there's a lady at the opening of the parking lot asking each car pulling in if they have a lighter. 2. The parking lot is FULL of craters you have to dodge or else get a flat tire. 3. The clerk allowed us to view the room FIRST. We open the door and there are roaches in the room. We look at the beds and the linen is visibly dirty and soiled. 4. While on the parking lot near the room another lady is propositioning a man in a white truck. She gets in the "back seat" and they drive off. We go back to the front and decline to take the room and give her the key back. She doesn't offer us another room or to even try to clean that room she only says to just call and let hotel planner know we didn't take the room and request our refund. We call the reservation number and are told they will need to speak with the hotel to confirm. We wait for them to call us back and 15 minutes later we call to check and see told they can't reach the hotel. I call the hotel 13 times and noone answers. I drive ALL the way back to the hotel. The lady who was asking people if they had a lighter was in the lobby talking to the clerk and she's standing behind the glass. I asked her if the reservation line had called and she says "they haven't called me yet". I told her we've been trying to reach her for over 15 minutes. I dial the hotel number and it rings.... she says " oh that's you?". We call the reservation line while standing there and she lies to them and says "they didn't like the room". I couldn't hear the rest of the conversation but my card STILL has the charge for a room I never did more than just look at. Hotel planner declined to refund because they can't reach anyone at the hotel.

  

  Business Response

  Date: 10/20/2022

  Dear Paris,

   

  First, let me apologize about the horrible state of the hotel. While the condition of the hotel is beyond our control, we would like to offer some compensation. The only time we have been able to get ahold of the hotel is that night. We spoke with ****. She said she is unable to cancel the reservation, and she would not be able to offer no penalty. The penalty is no refund. I personally just tried to call the hotel 5 times. 

  Because of this terrible situation, I am able to offer a voucher for the full amount ($106.99) plus 20% as a gesture of goodwill. 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 to your email within one business day.

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

   

  Kind Regards,

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

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18249804
  
  I am rejecting this response because:

  I have been working on this for over a month. The night of the incident the hotel wouldn't even offer to clean the room nor give us another room.  **** (hotel clerk) stated my full refund was authorized the night of the incident I should not have to pay for their negligence. I should not be charged "money" and offered a "credit" because I  didn't want to sleep in an unsafe and nasty environment. This offer of credit only came after I said I will be moving forward with legal action. It is not acceptable. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/24/2022

  Dear Paris,

   

  I was unaware that you said anything about legal as I work strictly on review sites. I am so sorry you felt like your wishes were being ignored. I have to get any refund approved through management if the hotel is unreachable. Please know that your refund has been processed. Allow **** business days to reflect that on your account.

   

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

   

  Kind Regards,

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

  Customer Answer

  Date: 10/30/2022

   
  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. I'm saddened that it has to take 7 weeks to resolve and I pray they fix the problem because I'm sure there are others who have lost money. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/10/2022

  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 tried to reserve a room for my 39rh wedding anniversary my husband 30 minutes later told me he had prior appointment I called hotel planner they wouldnt cancel I called motel direct and front desk representative said their representative tried to cancel but they could for ****** penalty I told them fine Ive tried several times to rectify they wont answer emails at all I was led to believe it was the motel and was never told different

  

  Business Response

  Date: 10/11/2022

  Greetings,

  Thank you for contacting us on behalf of the mutual guest and allowing us the opportunity to review this for you. We were able to locate the guest booking in our system and I do show that the guest disputed the booking. Once a reservation is disputed we are locked out of the account or "charge" for ****** days. Please notify the guest that they will have to work directly with our charge back team at [email protected] to provide them with an update on the refund request.

  Thank you,

  HotelPlanner

• Initial Complaint

  Date:10/03/2022

  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.

  On 8/16/22, I called what I thought was Homewood Suites in *******, ** to make a reservation for 2 nights for my sister's memorial service on 8/20. I spoke with an agent who quoted me $500/night to stay there, and I said that's too much. They offered to find me another room elsewhere, quoting me a lower rate at *********************** (***) of $584.70/2 nghts. I agreed and said that's nice of you to look, still thinking they were Homewood Suites. I started to realize they were a third party when she was able to book it for me, still never being told who they actually were. The confirmation email was from "lodging support," and it was the first I saw a "nonrefundable" cancellation policy, never having been advised on the phone. All later booking text messages I received appeared to come from ***. When I went to check into the *** on 8/19, I found it was a disgusting, unsanitary, and unsafe place, completely unlike their pictures online which showed a "high end" hotel. I told them quite clearly to cancel my reservation. (See email attachment reply to hotelplanner.com for further details. Also attachments of text messages plus credit card charge to stay elsewhere.)When I realized the hotel hadn't cancelled my reservation after receiving "check out" text messages from them on 8/21, I called hotelplanner.com to see about cancelling through them. I had to leave a voicemail that was then translated into text (incorrectly, but got the gist across). They ignored my request for a supervisor to contact me, but it appeared in subsequent emails they were dealing with the matter and would cancel my reservations. They still charged my credit card (I opened a credit card dispute as well), so I tried to contact a supervisor but was told agents don't have the ability to transfer me. They are fraudulent in their misrepresentation during booking, and they give no avenue to speak with a supervisor about cancelling, even when they say in their policy they will honor refund requests.

  

  Business Response

  Date: 10/04/2022

  Dear *******,
  
  This response is related to your reservation for Itinerary #H5460244.
  
  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.

   

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

  
  

• Initial Complaint

  Date:10/03/2022

  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.

  On May 17, 2022, I made a reservation with HotelPlanner.com for a stay with ***************************************** City Area, *******, **. After making my reservation, I realized that this was not *************** as stated on the phone, but a 3rd party. I called HotelPlanner.com back and asked that the reservation be cancelled, as I was still within my cancellation time frame. The representative cancelled the reservation, and contacted ******** to ensure my reservation was in fact cancelled. I received an email that stated my reservation was cancelled with ********************************** Unfortunately, this was not true. Upon receiving my credit card statement, I had a total of $561.49 of charges. While my credit card company most recently covered $350 of the charges, the remaining $211.49 are still remaining on my card at this time. I am very disappointed, because the representative at HotelPlanner.com represented themself as a Marriott representative during my initial reservation. Then after I called back to cancel and receive confirmation of cancellation these charges were still on my credit card. I am filing this complaint, because I would like a refund for the remaining portion that my credit card company was unable to cover. This is a fraudulent company, and I will not be conducting business with them in the future. Nor, would I recommend to others for travel arrangements. Original Reservation #H5049617 Cancellation #********

  

  Business Response

  Date: 10/06/2022

  Greetings,

   

  We are so sorry about the delay. Unfortunately, most of the delay was due to the dispute that was opened. When something is disputed it locks us out of the account for 90 days. Please be assured, the refund has been processed. Allow **** business days to see that refund reflected on your account.

   

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

   

  Kind Regards,

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

• Initial Complaint

  Date:10/01/2022

  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.

  On Aug 27 I booked hotel room for Nov 5 . Just got Discover statement showing full charge already applied. Spent 2 hrs yesterday calling Marriott 3 . They said I booked on-line 3rd party but not know who My confirmation text never says hotelplanner. only words used are Courtyard by ******** It was difficult getting through to that phone # Finally spoke to what turned out to be hotel planner. my confirm text Courtyard by ********************************************************************************** [Use guest name to check in]Conf: 325604065Itin: H5499688 Check In: Nov 5 (3pm-12am)Check Out: Nov 7 (11am)Support: *************** Text STOP to cancel these msgs I googled HotelPlanner not recognize homepage -- did recognize page , after choose the Marriott in ********* **. & looking at it doesn't surprise me I thought I was booking on a Marriott site, not 3rd party. The price advertised today is 49 cents more with " pay at the hotel". I realize there may be a cancelation fee within a few days at popular areas & perhaps when dealing with their 'specialty' large groups setting aside many rooms. Looking at site yesterday only 1 showed prepay, see nothing that would explain why anyone would accept what I FOUND OUT SUPPOSEDLY I accepted : pre pay whole bill --- tethered to one of the most onerous cancellation policies ever seen .... If cancel august 28 TO October 31st loose half, ********* Nov 1st to 5th no refund at all. This is in the middle of nowhere Mass, non holiday. 1st phone person was unintelligible both he and next *******, tried to put me off saying maybe the day I booked the only rooms Marriott offering had the caveat of prepaid & that cancelation policy, I'd be willing to bet ******** never does that . I kept saying I'll let the prepaid go As long as not subjected to that cancelation policy And if they couldn't I wanted to talk to a supervisor I was told one would call me it's been 24 hours 24 hours so at this point refund

  

  Business Response

  Date: 10/02/2022

  Dear ********,

   

  We are so sorry for the inconvenience you have experienced with us. There is no way to change the cancellation policy to which you agreed on a confirmed reservation. There is also no way to refund your card unless you cancel your reservation. Although the cancellation policy states you will only receive half of your refund, I was able to get a full refund approved as a gesture of good will. Please allow **** business days to see your refund of 437.44 USD. The number to reach the hotel directly is: **************.

   

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

   

  Regards,

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

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18154662

  
  NOT SO MUCH rejecting this response but commenting,  this was very very poor buisness practice, 

  because:  i have 2 BBB complaints running.   And  I had already gotten from BBB that Hotel Planner did not respond.  So - my bad, between the charities and political, and the fact I have to plug in the number, I didn't open this until  10/13 .    Meanwhile, I had gotten  communication from Hotel Planner ,  they were passing my complaint from one to another  and then the last person didnt respond, and this was THE *** AFTER THIS RESPONSE  not to me, but to BBB     " We are so sorry for the inconvenience you have experienced with us.
  

  there is no way to change the cancellation policy to which you agreed on a confirmed reservation.

  There is also no way to refund your card unless you cancel your reservation.

  Although the cancellation policy states you will only receive half of your refund, I was able to get a full refund approved as a gesture of good will. Please allow **** business days to see your refund of 437.44 USD. The number to reach the hotel directly is: **************. "        La de da 

  It was only because I decided to reconfirm my reservation ... that today I found out it had been cancelled and I just spent the last  2 hours trying to find out by who and when- calling Marriot, Discover ...     

  Hotel Planner never responded directly to me. 

  hotel Planner, says a reservation cannot be cancelled, UNLESS I DO IT,       I DIDNT , THEY DID   although in this reply they don't actually say, they cancelled it,  BUT THEY DID, WITHOUT INFORMING ME DIRECTLY,   So this "gesture of good will, is  self-serving and ridiculous,.  .   

  This is what I see over and over and why they have such a low rating,   Just terrible,.  THEY SHOULD HAVE CONTACTED ME DIRECTLY, VS SUCKING UP TO BBB.   Terrible company 

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

• Initial Complaint

  Date:10/01/2022

  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.

  On September 12 2022 I made reservations, 2 nights hotel through this company phone number **************. Hotel is located in ******* **.I was charged ****** The next day I cancelled 1 night I was refunded ****** I cancelled 2nd night the next day. I have spoken to a representative on 2 occasions. I have yet to see my total refund of ******. I believe they have my number blocked. I'm unable to speak to a representative and they do not respond to my email. Reservations were for 10/21 and 10/22/2022. Reservation # is 5557505.Can you help???

  

  Business Response

  Date: 10/02/2022

  Greetings,

  Thank you for contacting us in regards to your inquiry, In our system we do show that one night refund was already processed for you reservation. The remaining night has been processed for your reservation and you can expect the refund to be allocated back to your account in the next 7 to 14 business days. 

  Regards,

  HotelPlanner

  Customer Answer

  Date: 10/06/2022

   
  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,
  
  *********************