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:09/17/2022
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: 18040007
I am rejecting this response because I was never able to get ahold of a manager when I called 5 times over the weekend. Furthermore, a voucher is a joke, as I will NEVER use their service again.
Sincerely,
*****************************iness license pulled if they are not going to operate under appropriate guidelines. Their job is to deal with unhappy customers when their hotel stay is not up to par, and clearly they are not equipped to do it. My air conditioner flooded my house, and I need the receipt to get a refund from ARS. But this company has failed to provide it. So that is another crime they are engaging in. I have included a picture of the bathroom where we located the damage and the mold. This does not include the rest of the room or the fleas.
Business Response
Date: 09/18/2022
Greetings *****,
We sincerely apologize about your bad experience. We are unable to control the conditions of the hotels. According to our records, you were unhappy with the amenities mistake on our website. You were informed to reach out to us when you checked out for us to issue a refund for the remainder of the days. After calling the hotel, we spoke with *****, ******* and *****, we learned that the reservation is still active. You never checked out. That being said, I can offer a compensation in a $50.00 voucher for the amenities mistake.
If you have anymore questions or concerns, please reach out to me personally at ******.********@HotelPlanner.com.
Regards,
*****************************
Business Response
Date: 09/21/2022
Greetings *****,
We have processed your refund of 684.96. Again, I sincerely apologize about this being so complicated for you.
Once more, if you have anymore questions or concerns, please reach out to me personally at the same email.
Kind Regards,
*****************************
Customer Answer
Date: 09/22/2022
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 would also request that they review the *** system, to ensure customers are no longer purposely routed to voicemail. As I already told the company, this is not about the money, its about how they handle customers that request a manager. Thank you so much BBB, for driving this to a resolution. The money provided will be sent back to the ************************ that was paying for the hotel in the first place.
Sincerely,
*****************************Initial Complaint
Date:09/16/2022
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,
*****************************ve no control over. Even though they identified them self as ************.Hotel planner refused to even return my call when ask to speak to a supervision. I called on 3 occasions starting on 9/1/2022 and no one has attempted to call me back. I have all documentation regarding my reservation and cancellation.************ reservation refuses to contact the hotelplanner.com and intercede on my behave. They also refuse to refund my money even though they see my reservation was cancelled.I sent documentation to [email protected] and they still refuse my refund. The letter and documentation were sent on 9/3/2022 and still as of 9/16/2022 and many called to hotelplanner and ************ I still have no refund.Ultimately, I want refund from Hotelplanner.com. According to ************ a refund was made to them.In the documentation from ************ that is NOT my credit card number. I used a ***** The hotel planner used their card to make it.Business Response
Date: 09/19/2022
Greetings *******,
We sincerely apologize about the confusion. We had a supervisor attempt to call you and there was no answer. According to our records, your reservation was cancelled due to hotel conditions. The hotel has finally issued a refund to us 9/14, which means we can issue you a refund. We have processed your refund. Please allow **** business days to see that reflected on your account.
If you have any other questions or concerns, please reach out to me personally at ******.********@HotelPlanner.com.
Kind Regards,
*****************************
Initial Complaint
Date:09/16/2022
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 booked a hotel reservation through hotel planners for stay at the Fairfield Inn by Marriott in ********** ******* for October 8 through the 10. My reservation number was H5592017. Before entering my credit card information I asked the agent about the cancellation policy and he told me that I could cancel before October 6. Period! So I booked it. After about 30 minutes or so I decided to cancel the reservation. I canceled it through the reservation link that was sent to me via my email. They sent back a cancellation notice along with information saying that I would be charged fees and penalties A nights stay for $159. When I asked the agent about the cancellation policy he never mentioned anything about fees or penalties which is a major piece of information that should be shared had I known I would not have booked the reservation. The agent misled me regarding their cancellation policy and I would like a full refund to my card. I did call the agent back and I spoke to ***** and he said to me that I would be charged the $159. I told him that he did not mention that to me when I asked him about their policy for cancelling a reservation and I asked to speak to his Supervisor. He told me that he could not transfer me to his supervisor but that somebody would call me back, they have not called me back. I went back online to the online customer service chat support system and I explain the situation there and I was told by chat message that they were very busy and if I could leave my email address and my phone number and someone would contact me needless to say no one has. I felt like I was scammed, robbed of $159 that I cant afford just to give away, the reservation had only been booked for a few minutes before I canceled it. The stay was over 3 weeks away!. I feel the Fairfield at Marriott in ********** ******* should be aware that the people that are representing them are not being forthright with their customers and ensure that I am fully refunded.Business Response
Date: 09/18/2022
Hello ******,
After listening to the phone call, I can confirm the agent made an error. We sincerely apologize about that. We have issued a FULL refund. Please allow **** business days to see that refund reflected on your account.
If you have anymore questions or concerns, please contact me directly at ******.********@HotelPlanner.com.
Kind Regards,
*****************************
Initial Complaint
Date:09/14/2022
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 was quoted a price at *************************** back in early April that, after charges went through, turned out to be inaccurate. I successfully canceled my reservation and got an email from *************************** on April 7 of this year saying I would be refunded. Here is the full text.^^^Thank you for contacting ReservationDesk.com customer support regarding your reservation with ***************************. I am happy to inform you will receive a refund of $386.72, which excludes any non-refundable fees outlined in your reservation cancellation policy.Please be advised that it takes approximately 24 hours to process a refund, and 3 to 10 business days for your credit card provider to post this refund to your account.Should you need further assistance, please respond to this email and a member of our Escalations Team will take good care of you.It was a pleasure assisting you with your request.Regards,ReservationDesk.com ^^^I never received any refund. After several months of calling Reservation Desk, they finally told me I would get a call from their "partner," which came from a number belonging to Hotel Planner. Once I started talking with people at Hotel Planner, I got constant runarounds and excuses. I still have never been given the refund despite multiple assurances that it was being "escalated." I have an email from *************************** confirming the cancellation and stating that there is no reason not to honor the refund.This company cannot be trusted and has no interest in doing business honestly.Business Response
Date: 09/16/2022
Greetings ****,
Please, on behalf of HotelPlanner, accept our deepest apologies for this delay. It looks like the refund was given in the form of a voucher. Please be assured, I have processed your refund. It will take about **** business days to reflect that on your account.
Again, we are so sorry about the delay. If you need anything further, please reach out to me personally at ******.********@HotelPlanner.com.
Kind Regards,
*****************************
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