Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 975 total complaints in the last 3 years.
- 504 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:05/17/2025
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.
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,
***** Todd *********
Business Response
Date: 05/20/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $1,559.70 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 05/21/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $1,559.70 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Business Response
Date: 05/19/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Customer Answer
Date: 05/24/2025
BBB is an important vehicle -- communicate and resolve bad actions by merchants. HOTEL PLANNER had over 1000 complaints over three years -- about one per day. Filed dispute with **** which resulted in refund next day.Initial Complaint
Date:05/14/2025
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.
Complaint: 23329348
I am rejecting this response because:I understand that my card was not charged and the hotel had not charged either. I have planned my trip accordlying by booking through hotel planner as the rate that was showing on the website which was also confirmed by their end. When getting in contact with the hotel they have said that they dont know why hotel planner is selling their rooms when they dont authorize and told me that they informed hotel planner they are not accepting my reservation. Hotel planner did not reach out to me to tell me this info and I had to find out on my own. This left me with no accommodations for my trip and now when I look to book at hotel rates have gone so high and its out of my control to rebook something so expensive when hotel planner is at fault for not informing and falsely posting hotels they are not suppose to be selling. I have gone back and fourth with hotel planner with seek of help to book something within the same rates I was booked and get some compensation for such a horrible experience and no one is helping.
Sincerely,
****** BhopalBusiness Response
Date: 05/14/2025
Greetings,
I'd love to help clarify! After taking a look into your reservations I see that it was booked as a pay at hotel reservation, meaning that we did not charge your card since this was taken care of by the hotel. Therefore since the hotel charged your card, a refund will need to come directly through them as well. For easier communication, I will provide the hotel's phone number:***************. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:05/10/2025
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.
Not sure what to do. The company said they are looking into it. OK that's good. Hopefully you will get a responsetheir results. I want my money back. I want the company to admit that they deceived me by listing this hotel as pet friendlyBusiness Response
Date: 05/12/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Customer Answer
Date: 05/13/2025
Better Business Bureau:
Not sure what to do. The company said they are looking into it. OK that's good. Hopefully you will get a response
Sincerely,
******* *******Initial Complaint
Date:05/08/2025
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.
Complaint: 23306745
I am rejecting this response because: I am expecting a refund back to my credit card in the amount of $637.16.I didnt read that in the response.
Sincerely,
**** *****Business Response
Date: 05/09/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Business Response
Date: 05/12/2025
Good Evening ****,
We appreciate you giving us the opportunity to review this for you! I am excited to inform you that a full refund of $318.58 has been issued for reservation #********* along with a full refund of $318.58 for reservation #H10991405, please allow 2-10 business days for the refunds to be visible to you. Please feel free to reach out to me personally at ********************************** with any further questions or concerns!
Kindly,
******* Planelles
Customer Answer
Date: 05/13/2025
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:05/08/2025
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.
Complaint: 23303109
I am rejecting this response because: the company offered no solution. I have been contacting company weekly since early April to resolve this issue and they provide the same basic statement as provided here, with no estimate of time or assurance of refund being sent.
Sincerely,
****** ********6.15. I have called to follow every week and get the same run around with no refund to my account.Business Response
Date: 05/09/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Business Response
Date: 05/12/2025
Greetings ******,
Thank you for your patience! I am pleased to inform you that a full refund of $372.15 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Initial Complaint
Date:05/08/2025
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.
Complaint: 23302231
I am rejecting this response because:
You had 3 weeks to refund me the money you stole from. You had no intent on refunding me and I will never use your site to book any trips. I also will advise as many people as possible to not use your business also. So you can never do this to anyone again.
Sincerely,
****** ******Business Response
Date: 05/14/2025
Greetings,
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request!
If you have any immediate questions or concerns, please feel free to contact us.
Kindly,
******* *********
Brand Ambassador
******************************************************************Business Response
Date: 05/15/2025
Greetings,
Thank you for your response and for allowing us the opportunity to review this for you. We were able to locate your reservation in our system and we show that you have disputed the charge for your reservation, and once a reservation is disputed we are locked out of the account or "charge" for ****** days. 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, which is emailed to ***************************** // CC: ******************************************************************.
1. 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)
2. MUST state cardholder dropped or withdrew the dispute
3. MUST include the following info, which must match the charge info:
Cardholder name
Last four digits of the card
Amount of disputeIf you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. 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.
Kindly,
******* *********
Customer Answer
Date: 05/15/2025
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,
****** ******
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