Complaints

This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HotelPlanner.com

  205 Datura Street 10th Floor West Palm Beach, FL 33401

  
• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

The 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:04/08/2025

  Type:Service or Repair Issues
  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 booked a reservation with Hotel Reservation on 03/18/25. After realizing it was a 3rd party vendor and not directly with the hotel, I cancelled the reservation the same day. I was informed that I would be receiving my $1316.87 within 2-10 business days. As of today, I still have not received my full refund. I received two refund amounts on 04/08/25 for $799.92 and $116.99. I contacted customer service on 04/08/25, and was informed that one night was non-refundable. I was initially informed that I would be receiving a full refund.

  

  Business Response

  Date: 04/08/2025

  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: 04/11/2025

  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 dispute

  If 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 

  

  Business Response

  Date: 04/15/2025

  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 dispute

  If 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:04/08/2025

  Type:Service or Repair Issues
  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 missed this email till now unfortunately and It has been longer than 10 days. I will email ******* at hotel *********** as she suggested & see if we can get it sorted these are still showing as 4 seperate pending charges on my pay pal account. 

  Customer Answer

  Date: 04/23/2025

  I missed this email till now unfortunately and It has been longer than 10 days. I will email ******* at hotel *********** as she suggested & see if we can get it sorted these are still showing as 4 seperate pending charges on my pay pal account. 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23174516
  
  I missed this email till now unfortunately and It has been longer than 10 days. I will email ******* at hotel *********** as she suggested & see if we can get it sorted these are still showing as 4 seperate pending charges on my pay pal account.
  
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 04/08/2025

  Hello *******, 

  I'd love to help! I am having a hard time finding your reservation in our system, please provide me with the itinerary number beginning in H for your reservation. Feel free to escalate it to me personally at *********************************** I look forward to hearing back from you!

  Kindly, 

  ******* Planelles 

  

  Business Response

  Date: 04/24/2025

  Hello *******, 

  I'd love to help! I am having a hard time finding your reservation in our system, please provide me with the itinerary number beginning in H for your reservation. Feel free to escalate it to me personally at ******************************************************************, I look forward to hearing back from you!

  Kindly, 
  ******* Planelles 

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  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: 23140857
  
  I am rejecting this response because: they are asking me to cancel without being sure I will actually receive the refund. I can not accept this. I need to know for sure I will get a refund before I cancel as I need a room for that night and I need that $422 back to book it in Canadian funds. Otherwise I have absolutely no choice but to keep the overpriced room as I do not have extra money laying around to rebook another room with no guarantee I will see a refund. I see they have refunded many others for the same reason so why cant they do it for me? 
  
  Sincerely,
  
  ***** *******an dollars therefore making me pay for the room twice due to this ridiculous cancellation policy. All I want is my money back so I can rebook the same room through a different company or direct through the hotel. I would even take a refund on my cancelled reservation and rebook in CDN dollars if that were possible.

  

  Business Response

  Date: 04/01/2025

  We are unable to locate the customers reservation with the information provided. We have emailed the customer directly regarding additional information.
  
  Please respond to the email directly so that we may further assist.
  
  

  

  Business Response

  Date: 04/03/2025

  We have emailed the customer as of April 1, 2025 to email address: ****************************************. We have emailed the same address as of April 3, 2025 regarding the customer's reservation

  We are unable to locate the customers reservation with the information provided. We have emailed the customer directly regarding additional information.
  
  Please respond to the email directly so that we may further assist. Without the requested information, we are unable to further assist the customer.

  Please respond to the email directly.

  

  Business Response

  Date: 04/04/2025

  We were able to investigate confirmation #H10841405 and upon further investigation, we were able to confirm that the reservation has been booked with HotelPlanner and not ****************.

  We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.
  
  
  We have marked this case closed
  
  

  

  Business Response

  Date: 04/07/2025

  We were able to investigate confirmation #H10841405 and upon further investigation, we were able to confirm that the reservation has been booked with HotelPlanner and not ****************.
  We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.
  

  We ask that the BBB close this case as the escalation is with another booking company
  
  We have marked this case closed

  Customer Answer

  Date: 04/08/2025

  Hello, 

   

  I received an email from **************** as well as an email from Better Business Bureau stating that my reservation was not with ****************. I disagree as that is the only link I clicked on and here is my initial confirmation email.. As you will notice in the third picture, they are directing me to **************** if I have any issues.. Ive looked into this further and it seems that the companies are somehow entangled and intertwined. Im not sure how I clicked on **************** and ended up with a reservation through some other company and yet my confirmation email has **************** as a contact. Either way I want my money back as I was deceived during this entire process.

  

  Business Response

  Date: 04/08/2025

  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 *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $294.91 has been issued back onto the card used 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: 04/17/2025

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $294.91 has been issued back onto the card used 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,

  ******* *********
  

  Customer Answer

  Date: 05/01/2025

   
  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:04/07/2025

  Type:Sales and Advertising Issues
  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: 23171483
  
  I am rejecting this response because I do not believe they have any intention of actually resolving this matter. I think they are just saying that to make the complaint go away. 
  
  Sincerely,
  
  **** *******te ($197). When I arrived at the hotel, I was told I had two reservations. I said no, I cancelled the reservation I made over the phone. He said OK, I'll cancel that, and cancelled a reservation. The next day I was told that the receipt didn't reflect the entire amount because I had booked through Expedia. That seemed strange but I didn't push it because I had to get to my event. Today I've been on the phone with IHG, Expedia, and the Holiday Inn Express Worthington. Turns out, the website/phone number was a spoof for the local hotel, and really I had contacted HotelPlanner, which then used Expedia to book a reservation for me. Obviously I would never use a third party to book through Expedia; if I wanted to book through Expedia I'd just do it myself. I tried calling the number again and when I got through and started asking questions, the "agent" hung up on me. This is a scam. I am now concerned about their having my credit card number.

  

  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

  Greetings, 

  Please be advised that we did reach out to the property and were advised that the penalty will not be waived for this reservation. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.

  Kindly,

  ******* *********

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  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 made two reservations for a trip comming up the end of May. I brought travel insurance that I thought would allow me to cancel before May 21 2025 at least that was what I was told. After i paid and they sent me the fine print I found out that you only cancel with proof of a death, illness and not much else. I tried to cancel less than ************************* one night for the first (only 2 nights) resveration and the second resveration was only one night so no refund.

  

  Business Response

  Date: 04/07/2025

  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 *******, 

  We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $221.93 was issued for reservation #H10911703 along with a full refund of $459.39 for reservation #H10911698, please allow 2-10 business days for the refunds 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: 04/17/2025

  Greetings *******, 

  We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $221.93 was issued for reservation #H10911703 along with a full refund of $459.39 for reservation #H10911698, please allow 2-10 business days for the refunds 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:04/07/2025

  Type:Service or Repair Issues
  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,
  
  ***** **********company, Hotel Planner that sold me the reservation, also sold me the refund protection. And now they think theyre keeping all my money.I made several calls and finally they said they would have their boss call me back. I never got the call.I was duped First of all I thought I was talking to the hotel since I was working through the *** appI dont know how I ever got through to Hotel Planner.

  

  Business Response

  Date: 04/08/2025

  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 a full refund of $269.60 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: 04/22/2025

  Greetings *****,

  I come bearing happy news! I am pleased to inform you that a full refund of $269.60 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:04/07/2025

  Type:Product Issues
  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,
  
  Guy And *** ******

  

  Business Response

  Date: 04/07/2025

  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: 04/08/2025

  Greetings ****************************** come bearing happy news! I am pleased to inform you that a full refund of $1,180.87 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: 04/09/2025

  Greetings ****************************** come bearing happy news! I am pleased to inform you that a full refund of $1,180.87 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:04/03/2025

  Type:Product Issues
  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: 23157207
  
  While I appreciate that the business is looking into this issue for me, there was no resolution provided at this time, so I am rejecting this response as a resolution to my complaint.

  Please update me at your earliest opportunity with confirmation that the business will provide the refund.
  
  Sincerely,
  
  ****** ******

  ecause I had not yet received any response from the cancellation and refund request. I believed it was being processed, because I had purchased the refund protection, and I had paid a high premium for the flexible reservation. In response, hotelplanner.com asked for supporting documentation to make a determination of whether a refund would be given. I provided the requested documentation the next day. Despite this, hotelplanner.com denied the refund. I responded to the denial of the refund, stating I disagreed with the determination. I asked for reconsideration, but I got no response. ************'s business practices are unsavory and likely fraudulent. I feel scammed. I have been charged exorbitant, duplicative fees for services that were never provided. The refund protection and the tax recovery and fees essentially doubled the cost of the reservation. But, when I needed to cancel my reservation, I was unable to get the refund protection I paid a hefty price tag for.

  

  Business Response

  Date: 04/04/2025

  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: 04/11/2025

  Hello ******, 

  Thank you for your patience! I am pleased to inform you that a full refund of $1,363.95 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:04/03/2025

  Type:Sales and Advertising Issues
  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,
  
  **** ******** text notification to confirm the refund. After not receiving a text notification for the refund by the next day, I emailed Hotel Planner and was again advised that the refund had been processed on March 25th and that I would receive funds no in no later than 10 business days. Today, April 3rd, I received a text message notifying me that my refund had been processed, and upon reaching back out to the company via email was notified that my refund was processed today, and not on March 25th, resulting in further delays in receiving my refund. I do not believe the company has actually issued this refund given the multiple misleading and incorrect messages I have received and I am IRATE as I need this money for my living expenses/rent.

  

  Business Response

  Date: 04/03/2025

  Greetings ****, 

  We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $209.06 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:04/02/2025

  Type:Order Issues
  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.

  Don't you see? *********** is now requesting banking information. I do NOT feel safe providing them with this, and I canceled my Discover card for fear they'll find ways to use it fraudulently. I am sorry that when I accidentally called ***************** (when I thought I was calling the hotel directly) I didn't know BBB had rated them an F. They won't give me my money back, but will try to extract more information from me.

  

  Business Response

  Date: 04/02/2025

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  If you have any immediate questions or concerns, please feel free to contact us.

  Kindly, 

  ******* *********
  Brand Ambassador
  ******************************************************************
  
  

  

  Business Response

  Date: 04/04/2025

  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 dispute

  If 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 
  
  

  

  Business Response

  Date: 04/04/2025

  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 dispute

  If 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: 04/29/2025

  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 dispute

  If 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, 
  ******* *********