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:04/12/2025
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: 23196008
I am rejecting this response because:
The lucid company insists on not giving me the refund.
In February, I made a payment to The Lucid Company. However, when I arrived at the hotel in April, I was surprised to find that no deposit had been made in my name. I contacted their customer service for assistance, but unfortunately, after waiting for two hours, I still did not receive a solution. As a result, I had to book a different hotel at my own expense, and they provided me with the new hotel address. This indicates that they are unable to assist me with the original hotel booking.
To complicate matters, the company has since claimed that I rejected the resort fees or room deposit, which is simply not true. I have shared the chat history with the hotel, clearly showing that they did not receive any fees. Despite this evidence, the company maintains that they are still "working to resolve the issue."
Given the circumstances, I believe its important to address this matter by the Better Business Bureau (BBB). Although I have not yet sought compensation for the distress caused, especially for my little son, who was quite upset by this experience, I feel strongly that its time to take action. I genuinely hope to reach a fair and timely resolution so that we can move forward positively. Thank you for your understanding and support as I navigate this situation!
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
******************************************************************Customer Answer
Date: 04/28/2025
Complaint: 23196008
I am rejecting this response because:
I have provided all written evidence showing that Lucid Travel did not pay the hotel fees, which was the root cause of the issue. As a result, the problem remained unresolved, forcing me to find accommodations at another hotel. Now, after being double-charged, it seems efforts are being made to avoid issuing the appropriate refund.
Furthermore, the responses I have received contain false explanations and are not supported by any credible evidence.
It appears that the matter continues to be delayed rather than properly addressed.
I respectfully request that my refund be processed promptly, and I look forward to a fair and timely resolution.
Sincerely,
**** ******Business Response
Date: 04/23/2025
Greetings ****,
Could you please provide us with a screenshot or a receipt of the charges made to you at the hotel. Feel free to escalate that information to me personally at *********************************** I look forward to hearing back form you!
Kindly,
******* Planelles
Business Response
Date: 04/30/2025
Greetings ****,
After taking a look into the images provided, I see that those are the charges made through us (HotelPlanner). Could you please provide us with a screenshot or a receipt of the charges made to you by the hotel. Feel free to escalate that information to me personally at ******************************************************************. I look forward to hearing back form you!
Kindly,
******* *********
Customer Answer
Date: 04/30/2025
Complaint: 23196008
I am rejecting this response because:
I am entitled to a refund because I never received the service I paid for. Upon arrival at the hotel, I was informed that no payment had been made for my room. The hotel staff advised me to contact Lucid Travel directly because I am not their customer, and there is a third party ************************, which I did immediately. After calling and waiting at the hotel reception for two hours without any solution, I asked your team for a quick solution. They advised me to go to another hotel, where they would cancel my order and refund my money, And providing the address for the alternative location.
I have a written message from the hotel stating that no payment was received on my behalf. As a result, I had to cover the full cost out of pocket. (message from the hotel call center included before)
It has now been over a month since I first contacted you to request a refund. And every time you told me that you work on it and FYI, I paid for this booking two months in advance and experienced significant stress and inconvenience due to an error that was not mine. I have originally uploaded all supporting documents that verify the details of this situation.
I respectfully Ask BBB to review my case and ask Lucid to issue a full refund as soon as possible.
Sincerely,
**** ******Initial Complaint
Date:04/12/2025
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.
Received the business's response that they are working on the problem. Looking forward to hearing more from them.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
******************************************************************Customer Answer
Date: 04/15/2025
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.Received the business's response that they are working on the problem. Looking forward to hearing more from them.
Sincerely,
********* *******Customer Answer
Date: 04/15/2025
Who closed this? It has not been resolved. I responded only to the notice that HotelPlanner was working on the issue. No resolution has come forward! HELP!Customer Answer
Date: 04/15/2025
Business only responded that they are working on it. IT IS NOT YET RESOLVED! Thanks. ********* *******Customer Answer
Date: 04/16/2025
HELP! I was satisfied only that the business was looking into how to fix the problem! They have NOT fixed the problem. This case must remain open.
PLEASE!!
Customer Answer
Date: 04/17/2025
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. I appreciate the fact that the Better Business Bureau helped to resolve this difficulty.
Sincerely,
********* *******Business Response
Date: 04/17/2025
Greetings *********,
Thank you for your patience! I am pleased to inform you that a refund of $240.14 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:04/11/2025
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.
Subject: H10966855 I called and made a reservation today and was overcharged $230. I was also lied to about the availability at the hotel and discriminated against. I told the *** I was a disabled veteran and she decided to rip me off and deceive me. You should be ashamed of yourselves. I want a full refund. I will be filing complaints with BBB and Veterans organizatio so others are not raped by your company. Terrible people! Be ready for many many escalations if this is not resolved very soon. Ripped off the wrong person today.Business Response
Date: 04/11/2025
Hello ***,
Thank you for reaching out! I am pleased to inform you that a full refund of $621.58 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:04/10/2025
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.
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,
**** ********nderstand that your acceptance of the hotel credit is in lieu of any claim." the hotel cancellation # ********. Hotel Planner itinerary number H10826855. i don't want a credit, i want a refund. Your hotel credit is in the form of a voucher and will be issued within 2- 3 business days. Please confirm receipt of this email, and thank you for your support.Business Response
Date: 04/11/2025
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: 04/15/2025
Greetings ****,
I come bearing happy news! I am pleased to inform you that the voucher has been removed and a full refund of $672.19 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 ******************************************************************!
Business Response
Date: 04/16/2025
Greetings ****,
I come bearing happy news! I am pleased to inform you that the voucher has been removed and a full refund of $672.19 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 ******************************************************************!
Initial Complaint
Date:04/10/2025
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.
Complaint: 23185676
I am rejecting this response because:
Sincerely,
**** *********Business Response
Date: 04/10/2025
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: 04/14/2025
Greetings,
Thank you for your patience! I am pleased to inform you that a full refund of $1,159.09 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
Customer Answer
Date: 04/15/2025
Resolved. Received a full refund. Thank you for being there for me.Customer Answer
Date: 04/16/2025
Better Business Bureau:Resolved. Received a full refund. Thank you for being there for me.
Sincerely,
**** *********Initial Complaint
Date:04/09/2025
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,
******* *****getting another room. Told me a manager would call me in 3 hours. Without a room, I could not stay for the business meeting or the comedy show. By the time those events were over, it would be dark and too late for me to drive another 4 hours. How did they charge my card, take my money, and never pay for the room? Did an employee commit fraud? It put me in a very tough position. I think this company **** me more than the refund for the room. They were negligent and wasted my time and my money. The gas, tolls, the comedy show I couldnt go to, not even being able to see my friend was unnecessary. They were negligent in paying for a room that they took my money for. I have called in 4 times and still have not gotten an answer. Companies should not be able to take advantage of people like this. It was embarrassing.Business Response
Date: 04/09/2025
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: 04/10/2025
Hello *******,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $228.97 has been issue 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: 04/15/2025
Hello *******,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $228.97 has been issue 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:04/08/2025
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.
They have resolved this as of tonight.Business Response
Date: 04/09/2025
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
******************************************************************Customer Answer
Date: 04/10/2025
Better Business Bureau:They have resolved this as of tonight.
Sincerely,
******* ****
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