Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 974 total complaints in the last 3 years.
- 499 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:04/19/2025
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.
On 19 April 2025, I searched for a specific ************ using its name on ******. The search results prominently featured a link that appeared to be the official hotel website, with a URL resembling:******************************************************** this to be the hotel's official site, I proceeded to book a room. It was only after completing the reservation that I realized I had been directed to **********, a third-party booking platform.?**Issues Encountered:**1. **Misleading URL Structure:** The use of the hotel's name within the subdomain (`**************************`) is intentionally designed to mimic the official hotel website, leading consumers to believe they are booking directly with the hotel.2. **Lack of Clear Disclosure:** At no point during the booking process was it made explicitly clear that ********** is a third-party booking agent unaffiliated with Hilton or its properties. 3. **Exorbitant Fees and Unfavorable Policies:** The final charges included unexpected fees, such as a non-consensual "refund protection" fee and high "tax recovery and fees," significantly inflating the total cost. Additionally, the cancellation policy was restrictive.Numerous consumers have reported similar experiences with **********, citing deceptive practices and financial losses. ********************************************* ********************************************* The Better Business Bureau's profile for Room77, **** indicates a pattern of complaints regarding misleading domain names and booking practices. **********'s practices demonstrate a deliberate attempt to mislead consumers through deceptive website design and lack of transparency. Such actions not only undermine consumer trust but also result in financial harm.
Business Response
Date: 04/22/2025
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: 04/30/2025
Greetings ****,
Thank you for your patience! I am pleased to inform you that a full refund of $335.17 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:04/19/2025
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: 23226545
I am rejecting this response because: I have not received my full refund as promised multiple times. I have been lied to and deceived since my first phone call with this company! They deceived me when the representative answered my phone call by introducing herself as hotel reservations for Baymont by Wyndham of Grand Forks. She lied multiple times and told me my reservation would be fully refundable if I canceled for any reason. I called within an hour of making the reservation (4 1/2 weeks before check in) and the representative lied when he said I would get a full refund, no problem. ************ fraudulently enrolled me and charged me $47.52 for "Refund Protection" without my permission or explaining to me what it entailed. Multiple representatives lied when they asked me to be patient and that it would take up to 10 business days to see my refund. It's been 16 days and still no refund. I was lied to over two dozen times when I asked to speak to a manager and they promised me one would call me back immediately. I have three emails from this company stating the "Hotel Approved Full Refund" and yet I still have not been fully refunded. I am extremely upset that I have been lied to and been deceived for over 16 days and this company still has not applied credit to my credit card as they promised numerous times.
Sincerely,
***** ****** a refund for the amount charged. The representative I spoke to assured me I would receive a full refund, but it could take up to 10 business days to see the full refund posted to my credit card. It was at this time I realized that I had not called the Baymont, but a third-party company called ************. I also discovered without my approval I had been signed up for reservation protection for $43.90 (this was added to the room fee with the total being $534.87). I have since been partially credited $291.20 but am still awaiting full credit. I have called hotelplanner daily for updates dozens of times in the past two weeks. It's now been more than 10 business days; I have not received the full refund. I am extremely unhappy with the way hotelplanner conducted themselves as it was extremely deceitful. The total amount I paid was $534.87. Hotelplanner.com still owes me $243.67 and I demand a full refund immediately from them as they promised.Business Response
Date: 04/21/2025
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,
******* *********
Business Response
Date: 04/22/2025
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: 04/23/2025
Complaint: 23226545
I am rejecting this response because: As I have previously stated, hotelplanner has mislead and deceived me absolutely every time I've had correspondence with them. From every single phone call to every single email. They have not fulfilled their promises to refund me the money they owe me. I will NOT withdraw my dispute with my credit card in the hopes that hotelplanner may or may not provide me the refund due to the fact that nothing they have told me or promised me has been truthful. I have absolutely no confidence that hotelplanner will give me my refund if I remove the dispute with my credit card. Just refund me the money you have promised me.
Sincerely,
***** ******Initial Complaint
Date:04/18/2025
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: 23220823
I am rejecting this response because: Thus far it has consisted of no more than telling me that you are working on my complaint.
Sincerely,
**** ********* used by August 15th. This is a scam from beginning to end. I was lied to and my money has been stolen from me. I want all of my money back and I wish to have no further association with this business.Business Response
Date: 04/18/2025
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: 04/28/2025
Greetings ****,
I come bearing happy news! I am pleased to inform you that a full refund of $653.46 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:04/17/2025
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.
We thought we had booked a hotel using direct telephone contact with the hotel. This had been requested by the event organizer. We in fact we ended up with this booking agency. A credit card was requested. A bulk reservation had been made for this event which had a different booking process requesting direct hotel contact. We felt the card request was just a technical issue. On checkout we found our card had been charged. We dont understand how we ended up with a booking agency. We were told that our bill could not be transferred to the bulk booking and were issued a voucher. We just went to use the voucher and discovered it only had a validity of 4 months. This is the type of profit management that gives American businesses a bad name. We request that this voucher be given an extension date to at least 1 year from the date of issue or refunded. The process of hotel bookings being forwarded to agencies when the customer believes they are dealing direct is a corrupt concept. Of course its just business to the business but to clients who perhaps only stay in hotels a few times in their lives it is a double rip off. I attempted to contact them directly using contact us on their website but ended up on a fax number. It would appear this business discourages direct contact.Business Response
Date: 04/17/2025
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: 04/21/2025
Greetings,
I come bearing happy news! I am pleased to inform you that the voucher's expiration date has been extended. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 04/22/2025
Greetings,
I come bearing happy news! I am pleased to inform you that the voucher's expiration date has been extended. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Initial Complaint
Date:04/17/2025
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,
****** ********Business Response
Date: 04/17/2025
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
******************************************************************Initial Complaint
Date:04/16/2025
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.
March 9 2024 i made reservation,March 15 2025 I cancelled the reservation,no real person that i talked,I called many times still no person to talked to but the machine informed me that my reservation been cancelled I waited for my refund still did not get, I called global support talked to someone and referred me to the local hotel, I called back the global support number they are no longer in-service, who is responsible for my refund.Business Response
Date: 04/16/2025
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: 04/28/2025
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,
******* *********
Initial Complaint
Date:04/15/2025
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.
I heard this back regarding the random charge of 196.10:
In regards to the charge of $196.10 this amount was an authorization charged and it will also be returned to your account in 2-10 business days. Please let us know if you require any further assistance.
I would like to know what an authorization charge is. I didnt use Apple Pay that day or a device that uses Apple Pay so I dont understand how/why they could randomly charge me and I would like an explanation.
Business Response
Date: 04/15/2025
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: 04/16/2025
Complaint: 23207608I heard this back regarding the random charge of 196.10:
In regards to the charge of $196.10 this amount was an authorization charged and it will also be returned to your account in 2-10 business days. Please let us know if you require any further assistance.
I would like to know what an authorization charge is. I didnt use Apple Pay that day or a device that uses Apple Pay so I dont understand how/why they could randomly charge me and I would like an explanation.
Sincerely,
******* ******Business Response
Date: 04/21/2025
Greetings *******,
Thank you for your patience! I am pleased to inform you that a full refund of $239.72 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:04/15/2025
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.
On april 3rd, I made a booking as part of a sports team. When the event was cancelled, I received a voucher to use. I used part of the voucher and the balance was to be issued in another voucher. This did not happen. I called and was told that a voucher would be sent immediately with the balance. It was not.Business Response
Date: 04/15/2025
Greetings ****,
I'd love to help clarify! Please be advised the voucher was issued to the same email the previous one was sent to, and that the voucher might be in your spam or junk folder. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:04/14/2025
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: 23202689
I am rejecting this response because: They will not refund my money, I was told I was speaking to the hotel and could get a refund, when I was really speaking to a third party.
Sincerely,
******* *******Business Response
Date: 04/14/2025
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: 04/21/2025
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,
******* Planelles
Customer Answer
Date: 04/22/2025
Complaint: 23202689
I am rejecting this response because:Your business did the same thing to my son, told him he was directly speaking to the hotel and there were rooms reserved for the wedding, turns out he was not speaking to the hotel and it was not the correct hotel, he wrote an email complaining as I did and was refunded. His name is also ******* *******. I am still being told no refunds. I asked three times and I was told yes three times, I was speaking to the hotel and it was where the wedding will be. It wasn't the hotel and the wedding is not there.
Sincerely,
******* *******Initial Complaint
Date:04/14/2025
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.
My complaint is against Hotel Planner. I'm writing to express my extreme dissatisfaction with a booking made through your company on April 5, 2025.The reservation, for arrival on April 5, 2025 and check out on April 6, 2025 included a request for a hotel with an indoor pool and hot tub, as this was a birthday celebration for my husband. However, the wrong hotel was booked.Despite multiple calls to your company, I have not received any resolution. I spoke with ******** ***** and ******, none of whom provided last names, initials, or identification numbers.This error, on your company's part, ruined my husband's birthday celebration. I am also deeply frustrated by the lack of progress in resolving this issue. I have repeatedly asked how your company intends to rectify this situation, but I have yet to receive a satisfactory answer. My request to speak with a supervisor has been denied.I'm requesting an email confirmation outlining the current status of my complaint and an estimated timeframe for resolution.Business Response
Date: 04/15/2025
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: 04/16/2025
Greetings ******,
I come bearing happy news! I am pleased to inform you that a gesture of goodwill a voucher for $60.00 has been issued to the email **********************************. To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page.
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.
Voucher Terms:
- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your 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 cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookings
Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.Kindly,
******* Planelles
Business Response
Date: 04/17/2025
Greetings ******,
I come bearing happy news! I am pleased to inform you that a gesture of goodwill a voucher for $60.00 has been issued to the email **********************************. To make use of your voucher, you can do it through our website, Voucher.hotelplanner.com, or directly by calling our customer service line at **************.
Your hotel room voucher is applicable towards a single hotel reservation booked on Voucher.hotelplanner.com. You may book a hotel reservation greater than your voucher amount by using your credit card for the remaining balance after the voucher is applied on the checkout page.
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.
Voucher Terms:
- Your free rooms, must be booked through Voucher.hotelplanner.com (not our apps)
- Your 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 cannot apply the voucher to an existing booking as a credit or refund
- You must book a "Pay Now" rate type
- No changes or cancellations are allowed after booking
- Your voucher can not be split between multiple bookings
Please call us at ************** or email us at ************************* for any questions regarding this voucher or your free bookings.Kindly,
******* *********
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