Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,095 total complaints in the last 3 years.
- 685 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:07/25/2022
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 June 22nd 2022 I contacted this service looking for a room . It was close to midnight and the agent made the reservation for the 23rd. I asked him when he did that if we would have trouble checking in he assured me it would not be a problem. In fact when we arrived at the hotel we were unable to check in so after a huge hassle the hotel planner said they would cancel the reservation if the hotel agreed. The hotel agreed and we paid for the room in cash. The planning service charged me anyway. After multiple phone calls they agreed to cancel but they sent me a voucher instead of a refund. I made four phone calls explaining to them that a voucher was useless to me as I am in a wheelchair and rarely travel. Each time I was told no supervisor was available but they would have them call me. That never happened and I am left with a useless voucher. I did not cancel or change my plan. Their agent booked the room wrong and therefore it is their responsibility. I gave the voucher to my daughter and the app stated it expired 6 days after it was issued
Business Response
Date: 07/26/2022
Greetings,
Thank you for reaching out to us. In our system I show that the guest booking is refunded: (Refunded($138.73). Please advise the guest to follow up with their financial institution so that they can verify this information for the guest as it has been refunded on our end.
Regards,
HotelPlanner
Customer Answer
Date: 07/26/2022
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:07/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 22, 2022 I made an online reservation at Sheraton ********* ***************** for three nights, July 7, 8, and 9 using our MasterCard account. My wife was scheduled to have surgery at a nearby hospital on July 8th.My first concern happened when I discovered that our MasterCard account showed a Posting Date 23/06/2022 for $2,661.29 (CAD) from Hotel Planner for the three nights. That meant we were charged $887.10 per night. When I called the hotel directly I was informed that a third party was responsible for the reservation and that the rate per night was $417.00.On June 30th we called the *************************** at Hotel Planner giving them the itinerary number H5202462 and questioned the arrangements and price charged for this reservation. ************* was opened. The representative was supposedly helpful and made a commitment to contact us by email. At the same time my wife developed an infection, which resulted in her surgery being cancelled on July 8th. The **************** rep at our request cancelled the ********* hotel reservation. We requested a refund of the amount charged on our MasterCard. Since then we have made at least three calls to **************** and each time commitments were made to correct the fact that there has been no response to our refund request or the promise to email us with confirmation that MasterCard has been reimbursed. Each time were told to wait 2 to 10 business days for the refund to show up on our MasterCard account. It never has!We are getting the run around and have reached a high level of frustration! We just want our money returned to us.Business Response
Date: 07/25/2022
Greetings,
Thank you for contacting us per the guest complaint. The guest has been issued a refund for their booking ((Refunded($1996.95))) and they can expect the funds to be allocated back to their account in the next 7 to 10 business days.
Regards,
HotelPlanner
Initial Complaint
Date:07/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 23, 2022, I was trying to call the hotel directly to book a room, and somehow called Hotel Planner instead. I believed I was talking to the Marriot for the ******* Texan resort. I told them I wanted to book the Executive Suite which included one bedroom with an additional room adjoining double queen or double full bed. I had priced then online and the two rooms combined were approximately $900. I had also priced just two bedrooms without the suite and they were approximately $500-600 online - on Expedia and Marriot's site. We decided we wanted to get the Suite with adjoining room. I called instead of booking online to ensure the two were adjoining. The representative on the phone from Hotel Planner told me we were getting the suite with an adjoining room for a total of $939.52. He also said he would include free parking for 4 cars for us, and that we would have a free beauty basket in our room when we arrived. My credit card was charged the $939.52 on June 24, 2022 by *********************************** we arrived at the hotel on July 9, 2022 for our one-night stay, we were informed by the front desk that I booked through a third party, and that we had two individual double rooms that were not adjoining. They also informed us third parties did not have the authority to provide free parking nor gift baskets. They had no record of those requests or the adjoining rooms or the Executive Suite. They offered to book us two individual doubles that same day for approximately $600 total. In order to cancel the rooms booked through Hotel Planner, I had to call them directly since the hotel apparently couldn't do it. I was on the phone with Hotel Planner while at the front desk of the ******* for 49 minutes. During this conversation, the manager at the ******* talked to them and agreed to waive the cancellation fee. I was told by Hotel Planner I would receive a full refund in **** days. It's been 16 days or 10 business day and I have not received a refund.Business Response
Date: 08/03/2022
Greetings ********,
Thank you for reaching out and giving us an opportunity to assist. Our database shows that on July 26th we notified you that a refund was issued in the amount of $939.52 to the credit card on file. It takes **** business days for this transaction to appear. Please wait until that time to reach out to your bank of choice to see the status of your refund.
If we can be of further assistance don't hesitate to reach out to us at HotelPlanner.com.
Thank you for your time,
HotelPlanner
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