Complaints

This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

HotelPlanner.com has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  HotelPlanner.com

  205 Datura St 10th Fl West Palm Beach, FL 33401-5658

  
• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

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:09/05/2022

  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.

  22 May 2022. Telephone call to book. Took agent advice. Requested beachfront, balcony, 5th floor. Received message about hour later. No cancellation/ no refund. Not mentioned in conversation. Reservation #H4057888.Upon arrival at Residence inn Marriott, Ft. ******, ******* at . 12:52, was informed 3rd floor, no waterfront, no balcony. Went to room. Have pictures. Out our window was an apartment complex. No water view. Looking right into someone apartment. Paid $1459.93. Not a cheap room for 3 nights.Contacted Hotel Planner agent ( who was polite and helpful). Was advised to stay on line tell he talked to hotel manager. As we had driven 650 miles and already in the room. The hotel manager, Hotel planner agent, and I agreed to pay for the 1 night. Leave the next day no additional charges. Upon receiving credit card statement it was for the whole amount. Have contacted Hotel PLANNER probably 20 times with no resolution. Call Residence Inn ******** and talk to manager, ******. She assured me that the ********** charges ***** Planner for the ONE agreed upon night. Called Credit card company and explained . They deducted $906.62. Which was challenged later and reinstated. I am 72 years old . Drove **** miles round trip. Rented a car, spent $300+ on gas . All I want is the charges for additional nights deducted for my credit card as agreed by ALL PARTIES on the 22nd of May. The company has been very unwilling to settle this matter I now have interest charged to my outstanding charges. We left the Motel on May 23rd at7:57 AM. about 17 hours after check in. Any help in resolving this is GREATLY APPRECIATED. PHONE ************

  

  Business Response

  Date: 09/09/2022

  Greetings ****,

   

  Please accept our deepest apologize regarding your bad experience. Due to the reservation being in dispute, we were not able to refund your reservation sooner. We have now processed your refund of $906.62. Please allow **** business days to reflect the refund onto your account.

  If you need anything further, please contact us at [email protected].

   

  Kind Regards,

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

• Initial Complaint

  Date:09/05/2022

  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.

  H5403656- We make a reservation with hotelplanner.com for 2 nights at the ************************ on August 24th leaving August 26th. We were charge ****** CAD . At the hotel, we discovered that the regular price for the same room is ******CAD and the manager confirmed that the ********** Hotel received the paiement of ******CAD from hotelplanner. We were surprised since hotelplanner.com advertised that they do not charge additional fee for reservations.I sent an email to hotelplanner.com about the overcharged of ****** CAD (August 26),. I received a request # ****** and provided to ****************** (Travel support) documents to support our claim ( a receipt from the hotel and reservation confirmation from hotelplanner.com). I was unable to reach anybody by phone. On August 30, I received an email form **************** (Lodging Support) stating that we did "agree to the listed rate and cannot change the rate once the reservation is booked". I do not question the rate but the charge of ****** for a reservation. the rate for the ************************ was ******. I respond to the last email stating I did not agree with the decision and ask if a supervisor could justify we were charge an additional 250$ for our reservation. No response (September 5th).

  

  Business Response

  Date: 09/06/2022

  Dear ***************************,

   

  The receipt provided to you by the hotel has a rate on it that has been confidentially negotiated between the hotel and a 3rd party. HotelPlanner was not involved with that negotiation. The $250.12 is the difference between the lower rate provided by the hotel to the 3rd party, and how much they charged for the room. We sincerely apologize for the confusion that receipt may have caused. We also apologize that customer service representatives were not detailed in their communication to you about the process. 

   

  I hope this explanation makes it a little easier to understand. If you have anymore questions, please feel free to contact me directly at ******.********@HotelPlanner.com.

   

  Kind Regards,

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

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17919622
  
  I am rejecting this response because: 
  What I understand is that the rate of ****** CAD is not a rate  "that has been confidentially negotiated between the hotel and a 3rd party" .  
  
  As I mentioned before, it is a regular rate that I would have paid if I phoned ************************ directly (my mistake is dealing with you).  I checked with the manager.   You keep arguing that  it is a negotiated price but it is not.  Therefore,  I draw the conclusion that dealing with hotelplanner.com costs me 250$ more despite what you advertise on your Website (no additional fee).  I will continue to argue my case because it is not acceptable to charge several hundred dollars more than the regular rate. 
  
  
  Yours sincerely,
  
  
  ***************************
   ************
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/08/2022

  Dear ******,
  
  I took the liberty to contact the property and inquire about rates for August 24- August 26 for a "Classic *************** I was informed the nightly rate for those dates were $436.25 CAD after tax, which would have been $872.50 CAD if you booked directly with the hotel. The hotel collected $577.82 CAD from the 3rd party affiliate, NOT HotelPlanner. You agreed to the lesser rate of $827.94 CAD booking with HotelPlanner. 

  
  Upon calling the hotel, if it was in fact an error on our part (overcharging you), we would have gladly given you a refund. HotelPlanner's "Merchant Margin Gross" was $168.07CAD. As a gesture of good will, I can offer you a voucher in that amount. I understand this is a frustrating situation for you, I hope this can offer some closure.

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

   

  Kind Regards,

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

  Customer Answer

  Date: 09/11/2022

  I refuse the last comment from hotelplanner.com stated on you site.   

  But I have received this communication personally from hotelplanner.com yesterday and you are not includes.  Is it a legitimate offer?  Did I understand that hotelplanner is giving me a voucher of ****** CAD.  I need some reassurance that it is not a scam.   Please find below the email:

   

  Complaint: 17919622
  
  I am rejecting this response because:

  FREE ROOMS VOUCHER #***** :: C$****** CAD
  
  Your reservation itinerary H5403656 has been cancelled. Please see below for your Hotel Room Voucher details to be used when you are ready to travel again. Thank you!
  
  ***************************: This is your hotel room voucher applicable toward 1 hotel booking booked on Voucher.hotelplanner.com with a total of C$****** CAD or less. You may add funds to your voucher if the desired booking is greater than the original voucher amount.
  You can select any hotel worldwide, for any stay dates that are available to book on Voucher.hotelplanner.com. You can book the rooms yourself on Voucher.hotelplanner.com like you normally would, and choose the Voucher option at checkout.
  
  Full Name: ***************************
  Voucher Number: 9999316178656537
  PIN Number: ******
  
  Voucher Terms:
  
  - Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
  - Your grand total including all tax recovery and service fees, but exclusive of fees charged directly by the property (found in the Misc. Fees/Policies section) must be the same or lower than your voucher amount
  - You can only book one single transaction
  - You can not apply the voucher to an existing booking as a credit or refund
  - You must book a "Pay Now" rate type
  - You must book your rooms before Sep 10, 2023
  - No changes or cancellations are allowed after booking
  - Your voucher can not be split between multiple bookings
  
  Please email us at [email protected] for any questions regarding this voucher or your free bookings.
  Click here to start your hotel search

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

  

  Business Response

  Date: 09/12/2022

  Dear ******,

   

  After I sent the last offer on BBB, I advised my bosses of the situation. As a gesture of good will, they issued a voucher for the entire amount. You have a voucher for the amount listed, $827.94 CAD.

  It was NEVER our intention to make you feel like you had been scammed. The hotel just gave you a receipt that was not yours. We trust that this settles this situation. Once again, please accept our sincere apologies.

   

  Regards,

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

  Customer Answer

  Date: 09/13/2022

   
  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:09/01/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called (who I thought to be) Embassy Suites to make a reservation two months in advance. After hanging up the phone, my card was immediately charged $758.07. After investigating, I found out this company had a website that looks like Embassy Suites and when answering the phone, announced themselves as Embassy Suites. I immediately contacted this company to cancel the reservations since the reservation should only have cost $393.30 through the real Embassy Suites. They have refused to issue a refund, stating I agreed to a noncancelable rate. At NO TIME did the phone representative state the rate was noncancelable. When I asked them to produce a recording of our conversation, they said they would enter an escalation ticket and then they quit communicating with me. This company misrepresented themselves, charged me almost double over the room rate and needs to refund the entire amount they fraudulently charged my credit card.

  

  Business Response

  Date: 09/06/2022

  Dear *****,

   

  We sincerely apologize about the agents error. We will be sure to make sure such errors are corrected in the future. It looks like you made this request for cancellation and refund on Thursday at 4:37pm, and we had a full refund issued by Friday at 8:16am. Please allow **** business days to see that reflected back to your account. If you have anymore questions or concerns, please reach out to [email protected].

   

  Regards,

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

• Initial Complaint

  Date:08/31/2022

  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.

  I mistakenly made my first reservation for a 3 night stay thinking it was needed, itinerary #H5386927. I quickly realized only two nights were needed. I was not able to modify the event, so it routed me to create a ticket. I did so on 7/29 at 10:53am, requesting to change my night stay. I waited 2 business days and never received a response. I needed to make sure my nights were correct so I went to the *** section and it told me I could cancel and rebook as my best option.Since I had not received any communication, I cancelled the reservation on 8/1 based on the advice given. Made a new reservation under itenary #H5399476. Made another ticket that same day requesting a phone call to ensure I am not getting double charged and wanting to use the credit towards the new booking. Now because I am asking for my money back, I get a response back 24 hrs later saying that I cannot use $600+ towards my new $400+ rebooking. Only option is for a BS voucher, which I find highly unacceptable seeing as I followed the process recommended in their ***. If it has no merit, why have it on the website? Still no response on my night change request from before btw...Now to the morning of 8/26 I received a voicemail from the organization, then following was a text and an email from somebody in the booking department. She called me to tell me I cancelled both my bookings on 8/1 the day my booking was supposed to start. I had never received any email or message in general that my second booking had been cancelled. She wanted to confirm so she could issue a full refund. I still have voicemail saved. I tried calling back twice, and left a message. No response. I texted back, no response. I emailed back saying I only cancelled one res. only. She responded saying my bookings were cancelled a month ago and she would issue a response. Then no response.I made 5 tickets, 3 phone calls, 1 text and 1 email. I would like my refund of $1166.22 as none of my bookings through them went through...

  

  Business Response

  Date: 09/06/2022

  Dear *************************,

   

  Please accept our deepest apologies for all the trouble you have experienced. It is unacceptable. Your refund was processed back to your card on 09/01/2022 at 8:53 am. From our experience it takes **** business days to reflect that on your account.

   

  If you have anymore questions or concerns, please feel free to reach out to [email protected]. 

   

  Kind Regards,

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

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17807698
  
  I am rejecting this response because: There are two payments that need to be refunded. Not just one. I got a refund notice of ****** like they mentioned. But I should be receiving a second refund for ****** as well. I will accept once that second refund is sent through and agreed on.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/07/2022

  Dear ******,

   

  After further investigation, I processed your full refund for the reservation H5399476. We do sincerely apologize for misunderstanding. If you have anymore questions or concerns, please feel free to reach out to me directly at ******.********@HotelPlanner.com.

  Kind Regards,

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

  Customer Answer

  Date: 09/12/2022

   
  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:08/27/2022

  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.

  I made a reservation for the Super 8 by ******* in West ******** **. for 3 rooms through Hotel planner for 8/13/22 check out 8/14/22. We cancelled 1 room due to family members contracting COVID 19. The hotel manager cancelled 1 room and was able to resell it to another customer. I have made several calls to Hotel Planner including a 3 way call with the hotel manager. I received a cancellation notice from the hotel. I have called Hotel planner on 3 occasions additionally to that call with the hotel manager. The first time they said they would get back to me and in an email and had bumped up my request to another department. I never received any communication. The second time the gentleman said I would receive a refund for the unseen/unoccupied 3rd room within 10 business days. This did not happen. Today I called for the third time and the representative from Hotel ******* said the Hotel manager said he cancelled the room but was not authorizing a refund. I then contacted the hotel manager and he said that was not true. He told them we only stayed in 2 rooms and that was all he was charging me. He is as frustrated with Hotel Planner almost as much as I am. I have my printed cancellation notice. The gentleman I spoke to at Hotel ******* said once again my case was being sent to another department to expedite my concern. After talking to the hotel manager I attempted to call Hotel planner once again and got a recording that I needed to reach out to the hotel.. in other words they have blocked my phone number. While it is certainly about the $389 and change it is also about the principle as well.

  

  Business Response

  Date: 08/29/2022

  Greetings,

  Thank you for contacting us. We were able to follow up with the department handling the guest reservation and the hotel has approved to refund one room. As such the refund will be processed on our end and the guest can expect the funds to be allocated back to their account in the next 7 to 14 business days.

  Regards,

  HotelPlanner 

  Customer Answer

  Date: 08/29/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/26/2022

  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 pre-paid to have a room reserved at Holiday Inn Express in ******, ** on Friday, July, 22nd for 1 night on August 6th-7th. I received a confirmation email saying my reservation was confirmed the night I paid for it, as well as several more times leading up to the reservation date including the morning of August 6th. When I arrived at the hotel, I was told that my reservation had been received from getaroom.com as canceled because the hotel was already booked by the time the reservation was made, and I would not be able to get a room there that night. I immediately sought a refund from getaroom.com for not successfully getting a reservation for me at the hotel, and was given the runaround for 10 days as they told me they would not give me a refund unless the hotel approved it. I called the hotel, they approved it, and getaroom.com still would not refund me my money stating that it is non-refundable because I am canceling it after the reservation date even though they never got the hotel to reserve a room for me. I am still trying to get a refund of $177.22, which they have pocketed entirely themselves as the hotel never received any payment. In their response "closing the matter", they told me I should have been more careful booking with them. Their own policy is "Cancellations before 08/04/2022, 11:59 PM (*******/*******) are fully refundable", and since the reservation came through to the hotel as canceled, it was canceled at the date of when I paid on July 22nd without my knowledge. I demand a full refund as I could not have known to cancel it with them telling me several times the reservation was good to go up to the day of the supposed reservation. I have attached their confirmation emails from August 6th, July 22nd, their response, and the price and policy they claim backs them up and removed personally identifiable information per BBB's policy, but can provide the unadulterated attachments if requested. This complaint is resubmitted against the correct site.

  

  Business Response

  Date: 09/05/2022

  Hello *****,

  We are in the process of reviewing your reservation request further. We will provide an update as soon as possible. We appreciate your patience regarding this matter. I have reopened your ticket 292350. 

   

  We sincerely apologize for the delay.

  Kind Regards,

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

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17780695
  
  I am rejecting this response because: I will not resolve this complaint until I have received the refund for the service you failed to provide. Once this matter is resolved, I will resolve this complaint.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/09/2022

  Hello *****, 
   
  When I try calling this hotel, the call does not go through. I did find an email on their site and sent a message. In the meantime, I can offer a credit which could be used to make another reservation in the next year or we can wait for confirmation from the hotel.

   

  Kind Regards,

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

• Initial Complaint

  Date:08/25/2022

  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.

  The transaction was entirely over the phone. I was told that the hotel i wanted had no avaiabilty . The agent said they found a hotel 2 miles from the hotel I had requested and could book a room. Which they did. I was told that there was no penalty for cancellation a certain number of hours before check in time at the **********************************************, ************************************************************************ was apparently lied to about availabilty at the hotel I orginally requested ( *****************, ************************************************** *****) because I talked to them directly after the fact and was informed they had availabilty).I was lied to about cancellation and Hotel Planner actually charged my credit card. I short while after tentatively making the reservation I found out i didn't need it and tried to cancel and was refused. So I cancelled directly with *********************** but since they didn't book directly , the booking agent still sustained the charge on my credit card. Hotel Planner got my request for cancelllation and refused. The amount they charged is $606.62.

  

  Business Response

  Date: 09/04/2022

  ******************,

   

  After listening to the recorded call, I can confirm you were told you had up to 1 day prior to arrival to cancel free of charge. We are so sorry about the errors that have been made. Please accept our deepest apologies. We have processed your FULL refund. Please allow **** business days to see that refund reflected onto your account.

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

   

  Regards,

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

  Customer Answer

  Date: 09/07/2022

   
  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,
  
  ***************************

  P.S. I appreciate the BBB assistance in this matter.  I am disappointed that the agent for this company could be so deceptive.  I think it highly irregular that a reservation could not be cancelled.

  And further it appears that the agent mislead me as to the location of the hotel.

  I checked with my bank and the refund is pending.

• Initial Complaint

  Date:08/23/2022

  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 never requested to have my hotel listed with ************* and, as the hotel owner, I am not able to get ************* to take down the listing. No one will return my calls or email requests. ************* poses as though they work here at my hotel, and they enforce their own policies, such as keeping one nights rent upon cancellation. Since customers are led to believe they are dealing directly with the hotel, they are quite dismayed to learn that we did not take their money and cannot refund their money when ************* refuses to do so.I do not want my hotel to be associated with this scam and want my listing taken down immediately.

  

  Business Response

  Date: 09/06/2022

  Dear *****************************,

   

  We are so sorry to hear you feel that way. In order to get assistance with this problem, please reach out to April.********@HotelPlanner.com. 

   

  If you need anymore immediate assistance regarding guest, you can reach me directly at ******.********@HotelPlanner.com.

   

  Regards,

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

• Initial Complaint

  Date:08/23/2022

  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.

  Complaint is in regards to *************.On Aug 19, 2022, I contacted what I thought was **************, in ***********, to confirm my reservations. Unfortunately, the number I called, ************, was from a "look alike site". The person who answered the phone as "Hotel Reservations". I asked about my reservations and she responded that I had no reservations. As I was already on my way, and thinking this was Hotel Valencia that I called I went ahead and made reservations (again). I started seeing red flags and looked for a different number to call Hotel Valencia who verified that I did indeed have reservations. I made several numerous attempts to call this company, *************, back, to cancel reservation. Unfortunately. I was not able to get ahold of anyone, until over 20 tries. This person informed me that their fees were nonrefundable. They charged me right away, before I even stayed at the hotel. Hotel Valencia could see the double reservations on their end, when ************* said I did not have one.These are the charges: ************** ******* *********** TXUS Amount: negative one thousand, one hundred fifteen dollars and eighty cents($1,115.80) (This is legitimate charge)This is charge from *************:8883O84415* HOTELVALEN ************ US Amount: negative one thousand, two hundred forty eight dollars and forty eight cents($1,248.48)In essence, I was immediately charged for a reservation by *************, that I did not need and for a service they did not provide. They said they will not make any refunds, and you cannot get anyone to answer the phone (unless you call to make reservations). They took $1248.48 from me, and provided me with nothing! I have made several attempts by phone and email only to be told the money is nonrefundable.

  

  Business Response

  Date: 09/01/2022

  Hello *****,

   

  I apologize for the terrible experience you had with HotelPlanner. I have processed your full refund as per your request. Please let us know if we can be of any further assistance.

   

  Regards,

• Initial Complaint

  Date:08/23/2022

  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 Feb 23, I ********** reservations thru https://passport.meetings.com/ (hotelplanner). For 2 rooms at the ****************************** ********** **. For August 12th for 1 night. Paid them $278.78 at that time (total for both rooms). I call the ******** inn express the last week in July to confirm my rooms. Had trouble with that (took a week to get fixed). Arrived at Holiday Inn express on August 12 Approximately 11:30 pm. When checking in, the hotel front desk said the room was not paid for and wanted to charge me again to stay. I called the booking agent to get the problem resolved, After an hour it was clear to me they could not resolve the issue( getting closes to 1am) I told the agent I was not paying for a second time and I wanted my money back as they had the issues between them and the hotel. I told the front desk also I was not paying again for something I already paid for and left. I have had several conversations with the booking sites customer service and go thru the same thing every time, with no solutions except that they will elevate the problem. I do not know where else to get help, Are they giving me the run around or do the not understand the problem? It did not take long to take my money but sure don't want to give it back as they did not provide me what they agreed too. Thanks for any help in advance **********

  

  Business Response

  Date: 09/01/2022

  Hello *******,

  We have issued your refund of $278.78 as per your request. We sincerely apologize for the bad experience you had with us. Please feel free to reach out to us if you have any further questions. 

   

  Regards,

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