Business Profile

Hotel Reservation

HotelPlanner.com

Headquarters

Complaints

Name: HotelPlanner.com
Address: 205 Datura Street 10th Floor, West Palm Beach, FL, 33401, USA
Telephone: (800) 497-2175

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.
496 complaints closed in the last 12 months.

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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:04/02/2025
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: 23149728

I am rejecting this response because: the company made it look like it was refunding me - the charge showed up as pending removal on my credit card. I think they were hoping that with that pending cancellation I would say I was satisfied with the response. However I was waiting for the cancellation to actually clear and it never did. The pending removal of charge as now been removed. I still have the charge of $1,944 on my credit card. The company has not made efforts to improve the situation other than saying "we are working on your reservation. "

Sincerely,

********* ******3 months which will be virtually impossible to use. They flat out lied during the initial booking to book me at a more expensive hotel. It doesnt appear that they even looked into the room block or availability at viscount fort.
Business Response
Date: 04/02/2025
Greetings *********,
Thank you for your patience! I am pleased to inform you that the voucher has been removed/deleted and a full refund of $1,944.86 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: 04/03/2025
Greetings *********,
Thank you for your patience! I am pleased to inform you that the voucher has been removed/deleted and a full refund of $1,944.86 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* *********
Business Response
Date: 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: 04/08/2025
Greetings *********,
Thank you for your patience! I am pleased to inform you that the voucher has been removed/deleted and a full refund of $1,944.86 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,
******* *********
Customer Answer
Date: 04/08/2025
I called my credit card company and was able to get the refund that had been pending to go through. I now accept the company's response and can close the complaint.
Customer Answer
Date: 04/09/2025

Better Business Bureau:

I called my credit card company and was able to get the refund that had been pending to go through. I now accept the company's response and can close the complaint.

Sincerely,

********* ******
Initial Complaint
Date:04/02/2025
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.
Information indicates ;that a refund was done. My credit card does not indicate that this was done. My complaint has not been satisfied.
Customer Answer
Date: 04/04/2025

Complaint: 23149683

Information indicates ;that a refund was done. My credit card does not indicate that this was done. My complaint has not been satisfied.
Sincerely,

***** ********
Business Response
Date: 04/02/2025
Greetings *****,
Thank you for reaching out! After taking a deeper look into your reservation I see that a full refund of $123.47 was issued back onto the card used to purchase your reservation, please review the images attached. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Business Response
Date: 04/08/2025
Greetings *****,
Thank you for reaching out! After taking a deeper look into your reservation I see that a full refund of $123.47 was issued back onto the card used to purchase your reservation, please review the images attached. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:04/01/2025
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.
These people act like they are the hotel business and then scammed me. I asked about 5 times if it was refundable if I book it and they told me yes and come to find out it wasn't full refundable. They are only wanting to give me half.
Business Response
Date: 04/01/2025
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: 04/02/2025
Good Afternoon ****,
I come bearing happy news! I am pleased to inform you that a full refund of $383.78 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. Please don't hesitate to reach out to me personally at ********************************** if you have any further questions or concerns!
Kindly,
******* Planelles
Business Response
Date: 04/03/2025
Good Afternoon Cara,
I come bearing happy news! I am pleased to inform you that a full refund of $383.78 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. Please don't hesitate to reach out to me personally at ********************************** if you have any further questions or concerns!
Kindly,
******* *********
Initial Complaint
Date:03/31/2025
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.

Complaint: 23139826

I am rejecting this response because: it was an automatic message stating they are working on my reservation

Sincerely,

**** ******
Business Response
Date: 04/01/2025
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: 04/08/2025
Greetings ****,
Thank you for your patience! I am pleased to inform you that a full refund of $133.55 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: 04/08/2025

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:03/31/2025
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.
On March 27 I made a reservation for a hotel in ***** ********. Upon checking with the hotel, I found that the reservation was not for the type of room I asked for. On March 31 2025 I canceled the reservation, requesting a refund. I did not receive a full refund. When I called back to talk with them about this, the agent repeatedly hung up on me, repeatedly disconnecting my call. I want a full refund, and I have been denied access to the company to request this.
Business Response
Date: 03/31/2025
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: 04/03/2025
Hello *******,
I have exciting news to share! I am pleased to inform you that a full refund of $7,625.57 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: 04/04/2025
Hello *******,
I have exciting news to share! I am pleased to inform you that a full refund of $7,625.57 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:03/29/2025
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.
Hotel Planner just keeps lying. They already promised full refund and then still deducted $255. They are hoping customers will just accept this fraud. As I stated before they also owe me $100 ADDED goodwill gesture over and above my full refund toward a future stay since this has been a major hassle fighting their known deceptive practices.
Business Response
Date: 03/31/2025
Greetings,
Thank you for bringing this to our attention! I am pleased to inform you that a full refund of $1,533.78 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: 04/01/2025

Complaint: 23132120

Hotel Planner just keeps lying. They already promised full refund and then still deducted $255. They are hoping customers will just accept this fraud. As I stated before they also owe me $100 ADDED goodwill gesture over and above my full refund toward a future stay since this has been a major hassle fighting their known deceptive practices.

Sincerely,

Military Family
Business Response
Date: 04/01/2025
Greetings,
Thank you for bringing this to our attention! I am pleased to inform you that a full refund of $1,533.78 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: 04/01/2025

Complaint: 23132120

I am rejecting this response because this company openly lies to customers then illegally delays full refunds. This is unacceptable and they need to compensate me for all of this waste of time being lied to by HotelPlanner.com
Waiting another ten days for money they owe me is fraud.

Sincerely,

Military Family
Initial Complaint
Date:03/28/2025
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.

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: 03/31/2025
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
******************************************************************

Customer Answer
Date: 04/08/2025
Please reopen the case, I disagree with their offer. please see attached file.
Customer Answer
Date: 04/10/2025

Complaint: 23128659

I am rejecting this response because:
We where planning for this Thanks Giving vacation over a year. 28 family member going to ****** from ***********. Unfortunately your agent ruined our entire trip, we spend over $50,000 for this trip.
This was my first time doing group reservation, but I am sure your reservation staff are trained enough to ask how many guest stays in each room, specially when it comes to 10 double Queen bed.
Now I am asking for refund of additional $ ******* we paid at the hotel for your mistake. This is the minimum amount we are asking for an unforgettable life time bad experience.

Sincerely,

***** *****
Business Response
Date: 04/09/2025
Greetings,
Thank you for your patience! I escalated this to my supervisors and as a gesture of goodwill, we would like to offer a $1000 voucher to use toward a future reservation with us. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************
Kindly,
******* Planelles
Business Response
Date: 04/10/2025
Greetings,
Thank you for your patience! Please be advised that we did reach out to the property and request the courtesy cancellation 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. I escalated this to my supervisors and as a gesture of goodwill, we would like to offer a $1000 voucher to use toward a future reservation with us. If you have any further questions or concerns, feel free to reach out to me personally at ******************************************************************
Kindly,
******* Planelles
Business Response
Date: 04/11/2025
Greetings,

After reviewing your booking, we found that the rooms were reserved on June *******, for a stay in November 2024. Our records indicate that no service requests were made until February of this year. Upon reviewing the call recording, we confirmed that room occupancy was not discussed, and the agent processed the reservation based on single occupancy per room. As a result, the additional occupancy charges were due directly at the property.

As a gesture of goodwill, we are pleased to offer you a $1,000 USD voucher toward a future reservation. This hotel credit can be applied to any property worldwide listed on our website and is good for one year.
Customer Answer
Date: 04/11/2025

Complaint: 23128659

I am rejecting this response because:
We are not accepting your $1000 voucher offer, the minimum amount we will accept is $ 9397.03.
If you disagree with this offer, we will take legal action to solve this matter in court.

Sincerely,

***** *****
Initial Complaint
Date:03/28/2025
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.

Complaint: 23128194

I am rejecting this response because: the hotel cancelled these reservations due to overbooking and I should be have been due a FULL refund at the time of cancellation as the cancellation was not my fault. Hotelplanner.com is not admitting fault that their cancellation policy is flawed and is scamming people out of their money. I should not have to wait for my full refund for the two rooms that I paid for upfront and then the hotel cancelled because they overbooked. Hotelplanner.com misrepresented themselves as Holiday Inn Express when I called and sent me my confirmation stating they were from ***. All I am asking for is my money back.

Sincerely,

****** ******elplanner. Com and informed that my reservation was cancelled. They issued me a partial refund of $156.42 due to their cancellation policy. However, I did not cancel the reservation the hotel cancelled the reservation. They stated that it could be up to 10 days before I receive my additional refund; which is a SCAM! I should of received my full refund at the time that I notified them that my hotel reservations had been cancelled. I want my additional monies refunded.
Business Response
Date: 03/31/2025
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: 04/01/2025
Greetings ******,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $267.41 was issued for reservation #H10767682 along with a refund of $275.40 for reservation #H10767683, please allow 2-10 business days for these 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
Customer Answer
Date: 04/02/2025

Complaint: 23128194

I am rejecting this response because as I have yet to see the refund. (Once I receive the refund and know that I have not been scammed out of my money I will accept the response). The refund should have been processed on the date of the cancellation of the reservation (3/24/25) as I DID NOT cancel the reservation, the hotel cancelled the reservation due to overbooking. I should not have to wait an additional 2-10 days to receive my refund.
Your cancellation policy needs to updated to reflect cancellation when the hotel cancels the reservation that your guest receives a refund at cancellation. If your agent would have not deceived me and promised things that were not possible and represented herself as an agent as Holiday Inn Express and not a Third Party Booking agent we would not be in this situation. Your agents need to identify themselves as a third party booking agent and not misrepresent themselves.
Being able to speak to a member of your management team/corporate office in the *** would be greatly appreciated being the fact that your corporate office is in *******, would tremendously help resolve communication difficulties when speaking with your agents
I am still waiting to hear back from your management team/corporate office in regards to this complaint.

Sincerely,

****** ******
Initial Complaint
Date:03/27/2025
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.
Inadvertently when making a hotel reservation (H10785737) on March 25, 2025 I ended up on this site which appeared to be that of the hotel. The guy I dealt with said he was with the hotel which was a lie. I made a reservation ($253.88) and was told I could cancel for a refund if necessary, because I wasnt certain of my travel plans. I ended up canceling for travel reasons and was told first that they couldn't cancel because of the hotel policy (which was another lie, because I called the hotel directly and the supervisor said this was not the case). I called Hotel Planner again and they said they would refund my money. This was another lie as I then received a voucher (******) for a lessor amount. I never received any information on their policies, so it was a definite mistake to ever book with this company. One could use the voucher, but again even that is a scam. It can only be used once and therefore the Company retains the remainder of the money. Im a retired Cardiologist and I must say if I had operated a business like this, I would not have been in practice very long. Even in a large commercial business I would think that honesty always pays off.
Business Response
Date: 03/27/2025
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: 03/28/2025
Good Morning *******,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $253.88 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: 03/31/2025
Good Morning *******,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $253.88 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,
******* *********

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