Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,104 total complaints in the last 3 years.
- 693 complaints closed in the last 12 months.
If you've experienced an issue
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:10/01/2022
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.
Date of ************************* made on 7/15/22 Reservation date for 9/16/22 for the ********************.Hotal Planner booked the wrong type of room, smoking in lieu of non-smoking.After complaint filed with *************, they worked with hotel and cancelled reservation.I paid for the room with ******************** upon arrival at the destination, a credit was to be issued to my credit card by *************, to date they have not credited, I have called and received a ticket but was not allowed to speak with a Service Rep. I went on-line was allowed to chat, when reason for chat given chat ended.I paid twice for this room because of *************'s mistake. The staff at ******************** did more for me than *************.Booking # H5316323 Ticket # ****** I just want my credit top my credit card ending in 6242.You folks can do want you want with *************, maybe a Fine ?Thank You ***********************
Business Response
Date: 10/02/2022
Greetings,
Thank you for contacting us in regards to your inquiry. Per your inquiry, on our end we do show that a refund was processed for your reservation. However, you will need to get in contact with the agency that you booked your reservation through to confirm that they issued a the refund back to you as we have refunded their corporate card that was utilized to pay for the reservation. Please contact SnapTravel so that they can better assist you.
Regards,
HotelPlanner
Initial Complaint
Date:09/28/2022
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.
On Saturday Sept. 10th 2022, I booked a room through hotel planner and was told by the agent after I asked about pet fees for my dog that I was being charged for ALL fees and taxes. He said the pet fee for the hotel was $10. But again he stated that I was being charged for ALL FEE AND TAXES. So I believed that ***** was the total cost of my stay. When I arrived at the rodeway Inn on Allegheny, I was told that the pet fee was 15 dollars to which I argued and stated that I had already paid the pet fee through the booking agent. She stated that I had not and proceeded to charge me TEN dollars for the pet fee AFTER she had stated it was 15. I paid the fee because I needed to bring my dog in but I fully intended to call and get a refund from either the hotel later or from the booking agent, whichever was responsible for overcharging me. I've contacted Hotel Planner several times and they state that the hotel has already approved and issued a refund but that it would take **** days, but when I called the Rodeway Inn, they maintained that the booking agent didn't charge me for a pet fee and the $10 pet fee is valid and that they did not issue a refund. They stated that booking agents never charge a pet fee. My itinerary number is H5565046. I also have a text that I received after paying that states that my booking is pre-paid but that I would need to provide a card for incidentals. This would also support that I was charged for all fees and taxes. I want a refund of the pet fee.Business Response
Date: 09/29/2022
Greetings Isaiah,
We sincerely apologize about the misunderstanding. Just to clarify, we are not allowed to charge a pet fee as the hotel has to charge directly. The taxes and fees are just a fancy way to say taxes and a small service fee charged by the rate provider. After listening to the recorded line, I can confirm the agent never said the pet fee was included in the price.
However, I have processed your refund of $10.00 as a gesture of good will.
If you have anymore questions or concerns, please reach out to [email protected].
Kind Regards,
*****************************
Customer Answer
Date: 09/29/2022
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.However, I want to point out that the agent may not have specifically said the pet fee was included, but they did say ALL fees and taxes. Any reasonable person would believe that included the pet fee. I do appreciate the refund, but I wish it didn't have to come to filing a complaint. I said multiple times that I would file a complaint.
Sincerely,
***************************Initial Complaint
Date:09/17/2022
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 with HotelPlanner and the hotel that we booked with ******* advertised that the hotel was clean and had a restaurant. The hotel was nothing like advertised. When I tried to cancel my stay after two days, they said I had to work bad with HotelPlanner to compete the cancelation. While we were there we discovered damage to our room, including mold. The health concerns came from the fact that the hotel contained fleas, and we had to get treatment for my dog. Furthermore, when I did try to contact the company, they flagged my phone number and would instantly send my number to voicemail, and I wait for two days for them to return my call but never did. Then I called utilizing my wifes phone, and it rang right to support. At that time the operator lied to me and tried to say there was no management on staff. Then she kept saying that the manager would call me back. Which was a lie, as I had already been waiting for a call back from management. This company should have its business license pulled if they are not going to operate under appropriate guidelines. Their job is to deal with unhappy customers when their hotel stay is not up to par, and clearly they are not equipped to do it. My air conditioner flooded my house, and I need the receipt to get a refund from ARS. But this company has failed to provide it. So that is another crime they are engaging in. I have included a picture of the bathroom where we located the damage and the mold. This does not include the rest of the room or the fleas.Business Response
Date: 09/18/2022
Greetings *****,
We sincerely apologize about your bad experience. We are unable to control the conditions of the hotels. According to our records, you were unhappy with the amenities mistake on our website. You were informed to reach out to us when you checked out for us to issue a refund for the remainder of the days. After calling the hotel, we spoke with *****, ******* and *****, we learned that the reservation is still active. You never checked out. That being said, I can offer a compensation in a $50.00 voucher for the amenities mistake.
If you have anymore questions or concerns, please reach out to me personally at ******.********@HotelPlanner.com.
Regards,
*****************************
Customer Answer
Date: 09/19/2022
Complaint: 18040007
I am rejecting this response because I was never able to get ahold of a manager when I called 5 times over the weekend. Furthermore, a voucher is a joke, as I will NEVER use their service again.
Sincerely,
*****************************Business Response
Date: 09/21/2022
Greetings *****,
We have processed your refund of 684.96. Again, I sincerely apologize about this being so complicated for you.
Once more, if you have anymore questions or concerns, please reach out to me personally at the same email.
Kind Regards,
*****************************
Customer Answer
Date: 09/22/2022
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. I would also request that they review the *** system, to ensure customers are no longer purposely routed to voicemail. As I already told the company, this is not about the money, its about how they handle customers that request a manager. Thank you so much BBB, for driving this to a resolution. The money provided will be sent back to the ************************ that was paying for the hotel in the first place.
Sincerely,
*****************************Initial Complaint
Date:09/16/2022
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.
I made a reservation thru ************ website around 6/2022. I thought I forgot to make the reservation because I never received an email. Made another one than called the ************ reservation line. Told I have 2 reservations. One was cancelled and the other confirmed. They identified them self as ************ on the phone. Called was made on 8/21/22 and told I would not be charged for reservation from Aug 24-Aug 26,2022 at the Comfort Inn suites @********** ** location. I was charged on Aug 22 in the amount of ****** after I was told no charges until check in. I got sick and cancel my second reservation on Aug 24,2022 & told no charge for cancellation and I would be refunded. I checked with the hotel in person because I kept getting text messages about my stay. They informed me at the front desk of the hotel a that I had cancelled both reservations. After many calls I was informed by the hotel manager it was Hotelplanner.com who actually made my reservation. a third party they have no control over. Even though they identified them self as ************.Hotel planner refused to even return my call when ask to speak to a supervision. I called on 3 occasions starting on 9/1/2022 and no one has attempted to call me back. I have all documentation regarding my reservation and cancellation.************ reservation refuses to contact the hotelplanner.com and intercede on my behave. They also refuse to refund my money even though they see my reservation was cancelled.I sent documentation to [email protected] and they still refuse my refund. The letter and documentation were sent on 9/3/2022 and still as of 9/16/2022 and many called to hotelplanner and ************ I still have no refund.Ultimately, I want refund from Hotelplanner.com. According to ************ a refund was made to them.In the documentation from ************ that is NOT my credit card number. I used a ***** The hotel planner used their card to make it.Business Response
Date: 09/19/2022
Greetings *******,
We sincerely apologize about the confusion. We had a supervisor attempt to call you and there was no answer. According to our records, your reservation was cancelled due to hotel conditions. The hotel has finally issued a refund to us 9/14, which means we can issue you a refund. We have processed your refund. Please allow **** business days to see that reflected on your account.
If you have any other questions or concerns, please reach out to me personally at ******.********@HotelPlanner.com.
Kind Regards,
*****************************
Customer Answer
Date: 09/20/2022
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:09/16/2022
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 booked a hotel reservation through hotel planners for stay at the Fairfield Inn by Marriott in ********** ******* for October 8 through the 10. My reservation number was H5592017. Before entering my credit card information I asked the agent about the cancellation policy and he told me that I could cancel before October 6. Period! So I booked it. After about 30 minutes or so I decided to cancel the reservation. I canceled it through the reservation link that was sent to me via my email. They sent back a cancellation notice along with information saying that I would be charged fees and penalties A nights stay for $159. When I asked the agent about the cancellation policy he never mentioned anything about fees or penalties which is a major piece of information that should be shared had I known I would not have booked the reservation. The agent misled me regarding their cancellation policy and I would like a full refund to my card. I did call the agent back and I spoke to ***** and he said to me that I would be charged the $159. I told him that he did not mention that to me when I asked him about their policy for cancelling a reservation and I asked to speak to his Supervisor. He told me that he could not transfer me to his supervisor but that somebody would call me back, they have not called me back. I went back online to the online customer service chat support system and I explain the situation there and I was told by chat message that they were very busy and if I could leave my email address and my phone number and someone would contact me needless to say no one has. I felt like I was scammed, robbed of $159 that I cant afford just to give away, the reservation had only been booked for a few minutes before I canceled it. The stay was over 3 weeks away!. I feel the Fairfield at Marriott in ********** ******* should be aware that the people that are representing them are not being forthright with their customers and ensure that I am fully refunded.Business Response
Date: 09/18/2022
Hello ******,
After listening to the phone call, I can confirm the agent made an error. We sincerely apologize about that. We have issued a FULL refund. Please allow **** business days to see that refund reflected on your account.
If you have anymore questions or concerns, please contact me directly at ******.********@HotelPlanner.com.
Kind Regards,
*****************************
Initial Complaint
Date:09/14/2022
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 was quoted a price at *************************** back in early April that, after charges went through, turned out to be inaccurate. I successfully canceled my reservation and got an email from *************************** on April 7 of this year saying I would be refunded. Here is the full text.^^^Thank you for contacting ReservationDesk.com customer support regarding your reservation with ***************************. I am happy to inform you will receive a refund of $386.72, which excludes any non-refundable fees outlined in your reservation cancellation policy.Please be advised that it takes approximately 24 hours to process a refund, and 3 to 10 business days for your credit card provider to post this refund to your account.Should you need further assistance, please respond to this email and a member of our Escalations Team will take good care of you.It was a pleasure assisting you with your request.Regards,ReservationDesk.com ^^^I never received any refund. After several months of calling Reservation Desk, they finally told me I would get a call from their "partner," which came from a number belonging to Hotel Planner. Once I started talking with people at Hotel Planner, I got constant runarounds and excuses. I still have never been given the refund despite multiple assurances that it was being "escalated." I have an email from *************************** confirming the cancellation and stating that there is no reason not to honor the refund.This company cannot be trusted and has no interest in doing business honestly.Business Response
Date: 09/16/2022
Greetings ****,
Please, on behalf of HotelPlanner, accept our deepest apologies for this delay. It looks like the refund was given in the form of a voucher. Please be assured, I have processed your refund. It will take about **** business days to reflect that on your account.
Again, we are so sorry about the delay. If you need anything further, please reach out to me personally at ******.********@HotelPlanner.com.
Kind Regards,
*****************************
Initial Complaint
Date:09/12/2022
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.
Upon learning that a close relative was to undergo heart bypass surgery, I rushed to secure a hotel room through what I thought to be a reputable online booking service directly connected to a hotel that I was familiar with through prior experience. I knew of the hotel through past travel-for-work. The name of the online booking service was ****** HOME2 SUITES BY ******. When I arrived at HOME2 Suites in ***********, **, they had no reservation under my name. I immediately called the number provided on my itinerary for lodging support. I spoke with an agent for over an hour, to no avail. I ended up paying for my lodging out-of-pocket. To this day, I have received no compensation or credit from ****** HOME2 SUITES BY ******. I initially contacted the BBB for assistance in April 2022. That initial complaint went unsatisfied. This time, however, I have a primary contact for ****** HOME2 SUITES BY ******, complete with address, phone number, and owner information. I hope the information that I provide this time will help me in my effort to secure a total refund. For your deliberation, please find attached the ****** initial receipt for lodging at HOME2 SUITES BY HILTON (item A) and the actual hotel stay receipt with no credit from ****** (items B1 B2). A recent online investigation into the owner of the ****** service led me to Lexyl Travel Technologies LLC (item C). I believe that it is to Lexyl Travel Technologies LLC that I paid my initial reservation monies, not HOME2 SUITES BY HILTON directly. Therefore, I ask that Lexyl Travel Technologies LLC refund my monies based on charges of deceptive advertising and fraud.Business Response
Date: 09/15/2022
Greetings,
I spoke with the hotel, and the 3rd party supplier. They both informed me that this reservation was utilized in full. The hotel charged the 3rd party so there was no need for a refund. If you were charged 2 times for this reservation, please provide proof.
If you need anything further, please reach out to [email protected].
Regards,
*****************************
Initial Complaint
Date:09/08/2022
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.
This complaint is in regard to case #***************:As I was searching the internet for the direct hotel website, I came across the Hotel Planner one and was deceived into thinking that it was the actual ******************** site in *************. They have the hotel information address, pictures, etc. with a link to a phone number that I thought was direct to the hotel, but was actually the Hotel Planner number. The rooms were booked over the phone on the morning of July 11th, at which time the representative with whom I spoke said the cancellation policy was that we could cancel penalty free up until ONE WEEK before the check in date. I verbally agreed to this as I required a flexible cancellation policy. Upon receiving the confirmation notice at 8:26 AM, I realized that he had booked the incorrect number of rooms and number of nights discussed AND the cancellation policy was also inconsistent with what we discussed. They immediately charged my card a total of $4,371.82. I called back immediately and spoke with another representative, expressing my frustration. I told them I absolutely DID NOT AGREE TO THAT CANCELLATION POLICY and the information was all incorrect. They canceled the reservation right away and assured me that they would refund my credit card within 10 business days. I am yet to receive a refund. I have called and emailed them MULTIPLE times with no response from any kind of upper management- NOTHING. They actually blocked my phone number so I can no longer call them from my personal cell phone. Again, my rooms were canceled a half hour after they were booked by this company and they kept the $4,371.82. This company is dishonest and their behavior is fraudulent. This has caused me an enormous amount of frustration and stress and I highly recommend NOT using this company.Business Response
Date: 09/09/2022
Dear *****,
Thank you for reaching out and asking us to address your concerns as well as sharing your feedback. We do see that the reservation is under dispute and that will keep us locked out of the reservation for the next 90 to 120 days. Please remove the dispute so we can assist you with resolving your request.
Kind Regards,
*****************************
Initial Complaint
Date:09/06/2022
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.
On August 16th, ******************************************************************************** January. On the hotel website the rate for each room was ****** CA. I like to call the hotel directly to book because I had inquiries about parking and booking a group. Unfortunately I didn't realize the 800 number at the top of the page was for this third party and when a gentleman named ***** answered the phone he said it was the *********. He quoted me a price of ****** plus taxes and fees for the 3 rooms which I thought was a good deal. I did not know that was in US dollars and I was speaking to someone in *******. I understood we would be able to cancel up to one day before the reservation date and get a full refund. When I received the confirmation email the room rate was 3ll.84 for each one for a total of ******. I cancelled the rooms immediately and when I received the refund it was only ****** CA. they charged a 30% cancellation fee which I believe is highway robbery. I tried doing the online chat without satisfaction. I have attached the emailed documents.Third party booking agencies shouldn't be able to masquerade as the actual hotel. I caution anyone searching for a hotels website to be sure the information is accurate!Business Response
Date: 09/07/2022
Dear ****,
Please accept our deepest apologies for our agents mistake. Please be assured that we have issued the remaining balance of your refund. In our experience that can take up to 10 days to reflect that onto your account.
If you have any further questions or concerns, please feel free to reach out to me directly at ******.********@HotelPlanner.com.
Regards,
*****************************
Customer Answer
Date: 09/07/2022
Complaint: 17756004
I am rejecting this response because:The original amount charged to my **** was ******. When I cancelled immediately I was given a 60% refund of ******. Today I am happy to say they refunded ******, but this leaves me $73.46 short. I realize there is an exchange rate, but currently a US dollar is only 3 cents more expensive today then it was on August 18. The difference should be less then $10.00 with exchange taken into account.
Sincerely,
*************************Business Response
Date: 09/07/2022
Dear ****,
It appears I made an error in the amount I refunded. I do apologize about that. I have refunded the remaining balance. Thank you for being so patient. If there is anything further I can do for you, please contact me directly at ******.********@HotelPlanner.com.
Regards,
*****************************
Customer Answer
Date: 09/13/2022
Complaint: 17756004
I am rejecting this response because:***************************** responded that she had made an error and was refunding the balance but I haven't recieved it yet. She also said I could correspond directly with her, the email address provided is not valid.
Sincerely,
*************************Business Response
Date: 09/13/2022
Hello ****,
******.********@HotelPlanner.com is my personal email. Anyone that has needed to use it has been able to do so with no issues. Please note a refund could take up to 10 business days to reflect on your account.
If you have anymore questions or concerns, you can reach out to my email, or [email protected].
Kind Regards,
*****************************
Customer Answer
Date: 09/14/2022
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.The issue with the email was including the period at the end when I copy and pasted. ****** has been able to resolve my issue.
I really appreciate the Better Business Bureau`s assistance in resolving the issues with this company.
Sincerely,
*************************Initial Complaint
Date:09/05/2022
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.
Hotel reservation was booked in error. Unable to reach anyone at this business to cancel reservation. No transparency in booking or how to contact business or reach live person. Wish to cancel for full refund.Business Response
Date: 09/06/2022
Dear ***,
I can see that 09/05/2022 at 1:35pm, one of our agents looked into changing the check-in date for you. The hotel was unable to assist us with that change. Upon booking this reservation, you agreed to the cancellation policy: Bookings cancelled before 09/15/2022 6:00 PM ************ time) are subject to a fee of 1 night's room and tax per room. However, we were able to cancel this reservation, and issue a full refund as a gesture of good will. Please allow **** business days to see that refund reflected on your account.
If you have anymore questions or concerns, please contact [email protected].
Regards,
*****************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.