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:05/03/2025
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. Hotel Planner and Fanshield should be monitored indefinitely for deceptive and fraudulent business practices. These types of scams are out of control and morally wrong.
Sincerely,
**** *****ner has scam India phone #'s and customer service #'s that hang up on you. No support provided and no real person to talk to about a refund. 4/18/25-5/2/25 - Email proof of contacting both Hotel Planner and Fanshield/Protecht on a daily basis to request my full refund of $5,184.72 with no cooperation. If this doesn't work, I will take legal action against Hotel Planner. I have been sent fake refund links, fake email addresses for support person, fake text message promising refund and then saying I won't get a refund. This is a scam and I want my full refund as soon as possible.
Business Response
Date: 05/06/2025
Good Afternoon ****,
I come bearing happy news! I am pleased to inform you that a full refund of $5,181.44 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
Initial Complaint
Date:05/02/2025
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,
****** ********acceptable. They offered me a voucher, which I dont want, and which looks difficult to use. I want my full refund. I was sold a room under false pretenses and they didnt have the decency to refund my hard earned money which they scammed me out of.Business Response
Date: 05/05/2025
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: 05/06/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $158.42 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: 05/07/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $158.42 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:05/01/2025
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,
Ti *****Business Response
Date: 05/05/2025
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: 05/14/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $65.91 has been issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 05/16/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a refund of $65.91 has been issued back onto the card used to purchase your reservation. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Initial Complaint
Date:04/30/2025
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. I'd like to communicate the following to Hotel Planner1) The website tricks the fast moving and busy professional into booking with a third party when they originally wished to book directly with the hotel. Stupid.
2) Why is a refund such a hassle?
Sincerely,
****** ********Business Response
Date: 05/01/2025
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: 05/03/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $287.50 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: 05/07/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $287.50 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:04/29/2025
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: 23265057
I am rejecting this response because:No specific dtails are appearing, regarding amount of the refund :I am requesting ( ****** cdn) on my Master Card .regarding the delay of the refund . i expect a reasonnable delay of 10 days.
I appreciate mrs ********* interest trying to help me with this case and hope satisfaction in the best delay possible.
o request a refund, and also initiated a request by clicking the link in the confirmation email and following the steps. The customer service agent said they would escalate the matter, and that someone would get back to us within 2 business days, which they never did. I also filled out the refund request online but the request was denied (keeping in mind that they shouldn't even have my money in the first place). I expect Hotel Planner to refund my money asap. This is abusive practice and MasterCard is aware of the issue.
Sincerely,
**** ******Business Response
Date: 05/05/2025
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: 05/06/2025
Hello ****,
I have exciting news to share! I am pleased to inform you that a full refund of $386.36 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 tor each out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 05/07/2025
Hello ****,
I have exciting news to share! I am pleased to inform you that a full refund of $386.36 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 tor each out to me personally at ******************************************************************!
Kindly,
******* *********
Customer Answer
Date: 05/07/2025
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:04/24/2025
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.
This company charged my card then told me no rooms were available and transferred me to customer service which was absolutely useless, worthless. They kept asking for an itinerary number which I never got because the first ****** I spoke with Never booked the room! Then they said there was nothing they could do and I could submit a screenshot of the charges for escalation. They are scammers and stealing peoples money. These people are clearly strictly trained to only read off a script and nothing else. Getting my money back is not going to be an easy process now and this company should be put out of business. They have terrible customer service. Are absolutely worthless. This has been the absolute worst hotel booking Ive ever experiencedBusiness Response
Date: 04/25/2025
Greetings *****,
I'd love to help! Please provide me with an image showing the charges made to you, feel free to escalate this information to me personally at *********************************** I look forward to hearing back from you and assisting!
Kindly,
******* Planelles
Initial Complaint
Date:04/20/2025
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.
The business I complained about sent me an email on April 22 saying I would receive a full refund within 10 days its over 10 days now so I sent them a message they emailed back saying oh were just now processing its another 10 days! I feel they are dragging it out and not trying to give me a refund.Business Response
Date: 04/21/2025
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: 05/07/2025
Complaint: 23228651
The business I complained about sent me an email on April 22 saying I would receive a full refund within 10 days its over 10 days now so I sent them a message they emailed back saying oh were just now processing its another 10 days! I feel they are dragging it out and not trying to give me a refund.
Sincerely,
***** ***********Business Response
Date: 05/06/2025
Greetings April,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that the voucher has been removed/deleted and a full refund of $936.47 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,
******* Planelels
Business Response
Date: 05/07/2025
Greetings April,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that the voucher has been removed/deleted and a full refund of $936.47 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,
******* Planelels
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