Complaints
This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,150 total complaints in the last 3 years.
- 653 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:09/15/2025
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.
On 9/6/25 I booked a room online from Hotel Reservation out of *************** **. for a 4-night motel reservation at a price of $147.74 per night plus $77.02 fee for what should have been a total of $667.98. When checking my Credit card statement, I was billed $899.02. After contacting the company and complained about them charging an undisclosed fee they gave a refund of $134.85 instead of the $231.04 I should have received. After cancelling the reservation, I was only refunded $539.41 instead of the full balance owedCustomer Answer
Date: 09/15/2025
Since the original complaint was filed, the business has made a full refund.
Business Response
Date: 09/15/2025
Greetings ****,
I come bearing happy news! I am pleased to inform you that an additional partial refund of $224.76 was issued back onto the card used to purchase your reservation for a full refund of $899.02 (the full cost of the 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: 09/15/2025
Better Business Bureau:
Since the original complaint was filed, the business has made a full refund.
Sincerely,
**** *******Initial Complaint
Date:09/10/2025
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.
I have been trying to contact HotelPlanner.com to cancel any remaining days on my reservation, due to a medical emergency and could not make those dates. I have been trying the Itinerary Number that was provided to me on my conformation but its not pulling anything up on the cancellation website. Then calling the phone numbers listed, I enter the itinerary number and after the 3rd attempt it tells me to re-enter before the line hangs up. I am needing a full refund back to our company card, since there was no travel or stays that happened during the booking dates.Business Response
Date: 09/10/2025
Greetings,
I'd love to help! I am having a hard time finding your reservation with the information provided, please provide me with the itinerary number beginning in H for your reservation. I look forward to hearing back from you and assisting!
Kindly,
******* Planelles
Customer Answer
Date: 09/11/2025
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:09/07/2025
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.
On 8/31/25 I booked online two nights stay(9/19/25-9/21/25) at the ***************** in *********, Mn. with what I believed to be a direct website for the hotel. When I asked what their cancellation policy was, I was told I could cancel up until the day of arrival, no penalties. No mention was made of a refund protection plan. I received an email confirmation from *******************************************(H12550104). A second email from 8/31 from *************************** listed refund protection confirmation for the hotel stay. Since I never heard about a refund protection plan, and was told I could cancel anytime without penalty by the booking agent, never agreed to any such plan which was never presented, I cancelled the protection on 9/3/25 . On 9/5/25, I requested to cancel the hotel stay since I did not want to deal with this business. I received an email ************************ stating that since my protection was voided on 9/3/25 they could not reverse it. The email provided a number for reservation support to request a refund without refund protection *************). I spoke with ***** at that number who cancelled the reservation verbally with Americinn. On 9/6/25 I received an email from vouchers@hotelplanner .com, stating my reservation had been cancelled, and a hotel room voucher for $593.59 had been issued. My dispute is that I was never told I was speaking with a third party, was never presented with or asked if I wanted the refund protection plan, and I was told I could cancel up until the day of arrival without penalty. I do not want a voucher, I want a full refund on my credit card. I did manage to call Americinn and spoke with the manager who said she could not help, has had problems with hotel planner in the past, does not know what they charge. It appears the *************** would have charged $540 for two nights stay, $53 less that what hotel planner is charging.Business Response
Date: 09/08/2025
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,
******* Planelles
Customer Answer
Date: 09/11/2025
Business has refunded the requested amount to credit card on 9/11/2025.Customer Answer
Date: 09/11/2025
Better Business Bureau:
Business has refunded the requested amount to credit card on 9/11/2025.
Sincerely,
***** *******Business Response
Date: 09/11/2025
Hello *****,
We appreciate you giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $651.47 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 tor each out to me personally at ******************************************************************!
Kindly,
******* Planelles
Initial Complaint
Date:09/07/2025
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.
Hello,On 7/29/25 I called ************************* in ********. (at least I thought I did, turns out to be *************) to reserve two rooms for a ****** race @ **************. This year the race was the third week of July 2025 so I reserved two rooms for July -17-18--19-2026. Itinerary # H ******** for $1,893.18 and # H ******** for $1,893.18 ****** Sheduled the race for 5/15/2026, therefore I cancelled both ****************** Planner says I only have refund protection on # H ******** even though I purchased them both at the same time. They refunded me $1,262.12 on 8/22/2025 of the $1,893.18.After arguing with them they agreed to refund the full amount of $1,895.50 on 8/20/2025 after the ten day waiting period. Still no refund as of 9/7/2025.I make numerous calls and they tell me the'll note it urgent and a supervisor will call me.Nothing ****** *****Business Response
Date: 09/08/2025
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,
******* Planelles
Customer Answer
Date: 09/08/2025
Complaint: 23851472
I am rejecting this response because: This is the same response I receive every time I call. They say there working on it.
Sincerely,
****** *****Business Response
Date: 09/09/2025
Greetings ******,
Thank you for your patience! I am pleased to inform you that a full refund of $1,893.18 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: 09/11/2025
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:09/07/2025
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.
I am reaching out regarding an ongoing issue with my reservation (#H12403043) at the *********** located at ********************************************** which I initially booked through The Knot website. Despite numerous attempts to resolve the matter through Hotel Planner's support, I have yet to receive a satisfactory response.*Based on an email from a ****'s customer service representative on 09/07/2025, ************* is no longer partnered with the Knot*To provide a brief timeline of events:08/19/2025: I booked the reservation.08/21/2025: I canceled the reservation, and the hotel confirmed I was eligible for a full refund. During a phone call with your lodging support team at *************** the agent confirmed with the hotel that I would indeed receive a full refund.08/26/2025: I received a partial refund of $360.00.08/26/2025: I contacted lodging support via email (***********************************) requesting clarification and assistance.08/27/2025: I received a generic response from ***** Ann ****** informing me of the refund timeframe being 10 days.08/27/2025: I replied, explaining that I had already received a partial refund and requested confirmation of the full refund.09/03/2025: I received another generic response, which did not address my request.09/03/2025: I replied again with the same query and also contacted customer service by phone. The agent indicated the issue would be escalated and I would be contacted, but I have yet to hear back.09/05/2025: I sent another follow-up email with no response.09/06/2025: I have sent a final email, though I am not optimistic about receiving a *********** has now been 17 days since I canceled my reservation, and I still have not received the full refund that was promised, nor have I received adequate/competent customer service.Business Response
Date: 09/10/2025
Greetings Hannah,
I come bearing happy news! I am pleased to inform you that a refund of $784.57 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
Customer Answer
Date: 09/15/2025
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 as I finally received my refund.
Sincerely,
****** ******Initial Complaint
Date:09/04/2025
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.
I was under the impression that I was booking room reservations directly with the Palazzo at the ******** in *********. I specifically asked the guys if he was with the hotel, which he stated that he was. I booked 2 room reservations and asked what the deposit was and he said it was just the resort fees and taxes. When I checked my bank account, it was the full amount of the hotel costs. I specifically asked if this was a pay in full. I would've never have booked with a third party and or paid up front. I have never had this experience with the hotel, that is what prompted me to ask the gentleman questions. To which he lied and provided misleading information. I called once I realized and told them I wanted a full refund, which they told me that there was a penalty on one night cancellation. I literally canceled the reservations within minutes of making it and realizing I had been lied to. They then said they would fully refund, which to this date has not. This took place on August 25 and now currently September 4th and still have not refunded the full amount. I have called numerous times and they continue to say it will be refunded. Crazy how a portion was refunded so quickly, but not the full amount and that it is taking forever to refund.Business Response
Date: 09/04/2025
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,
******* Planelles
Customer Answer
Date: 09/04/2025
Complaint: 23840878
I am rejecting this response because: they have consistently said they were looking into this issue and would be refunding the full amount and still a week later, have done nothing. They had no problem deceiving and lying to me to get my money and then are taking thier time refunding the full amount. This is completely unacceptable. I am consulting with an attorney to discuss filing suit. This issue needs to be resolved by end of the day tomorrow, September 5, 2025, or I will move forward with a lawsuit and pursuing a class action claim.
Sincerely,
******** *******Business Response
Date: 09/08/2025
Good Morning ********,
I come bearing happy news! I am pleased to inform you that a full refund of $2,467.49 was issued for reservation #H12482188 along with a full refund of $1,581.36 for reservation #H12482200, 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: 09/08/2025
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:09/04/2025
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 am submitting this complaint regarding an unresolved refund issue with HotelPlanner.com related to a canceled reservation (Itinerary #*********).At the time of booking, I paid a portion of the total through Affirm and the remainder (down payment and insurance) directly to HotelPlanner. After I canceled the reservation, only the Affirm-financed portion was refunded. The portion paid directly to HotelPlanner has not been refunded, and I have not received any confirmation or documentation that it was.Ive contacted HotelPlanner multiple times over a three-month period to request clarification. Ive asked them to verify and provide documentation showing that the refund for the down payment and insurance was processedincluding the date, method, amount, and any transaction identifiers. To date, they have not provided this.If I have missed the refund on my end, I am open to correctionbut without any proof or transaction detail, I am unable to confirm that a refund took place.Business Response
Date: 09/04/2025
Greetings ******,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $1,097.24 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: 09/05/2025
Complaint: 23838669
ALL:I am rejecting this solution because HotelPlanner has not provided any documentation, despite repeated calls, emails, and promises that a manager would contact me which never happened.
The only refunds I have received are those processed by Affirm, totaling $587.46, which they have confirmed in writing. As a show of good faith, I am willing to share personal bank records that clearly demonstrate the amounts and dates.
In addition, I asked my bank to search for any refund posted under LEXYLTRAVEL (the merchant name associated with HotelPlanner) across all of my accounts. They confirmed that no such refund exists.
Are they able to provide a transaction number, date, or any documentation that verifies their claim of issuing the full $1,097.24 refund?
I respectfully ask BBB to keep this case open until proper verification is supplied.
****** ****Business Response
Date: 09/08/2025
Greetings ******,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $1,097.24 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,
******* PlanellesCustomer Answer
Date: 09/08/2025
Complaint: 23838669
I am rejecting this solution because HotelPlanner has not provided any documentation, despite repeated calls, emails, and promises that a manager would contact me which never happened.
The only refunds I have received are those processed by Affirm, totaling $587.46, which Affirm has confirmed in writing. As a show of good faith, I am willing to share personal bank records that clearly demonstrate the amounts and dates.
In addition, I asked my bank to search for any refund posted under LEXYLTRAVEL (the merchant name associated with HotelPlanner) across all of my accounts. They confirmed that no such refund exists.
If HotelPlanner did issue a full refund of $1,097.24 as claimed, they should be able to provide a transaction number, date, or other documentation to verify it. To date, no such evidence has been supplied.
I respectfully ask BBB to keep this case open until proper verification is provided.
Sincerely,
****** ****Business Response
Date: 09/09/2025
Greetings ******,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund of $1,097.24 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,
******* PlanellesCustomer Answer
Date: 09/10/2025
Dear ****,
I am rejecting this response because HotelPlanner still has not provided a receipt or any documentation of the alleged refund transaction. Without proof, I cannot consider this matter resolved.
If the company is unwilling or unable to provide a receipt, would escalating this matter to the ************************ be a more effective way to obtain the documentation?
Sincerely,
****** ****Customer Answer
Date: 09/10/2025
Dear BBB,
I am not satisfied with the closure of my case. The business has still not provided me with the documentation I requested specifically, a receipt for my transaction. Their response that an itemized receipt cannot be issued for a canceled reservation does not address my original request, nor does it resolve the issue.
For transparency and accountability, I continue to need a receipt reflecting the charges processed for this transaction. Until this documentation is provided, I do not consider the matter resolved.
Additionally, can you confirm whether the business has supplied the BBB with any record of the return or cancellation related to my case? If such a record exists, I request that it be shared with me.
The business has repeatedly provided copy-and-paste replies rather than substantive answers. Why was my case closed without requiring the business to provide meaningful documentation or resolution? Closing the case on this basis undermines the integrity of the complaint process and leaves consumers without recourse.
I respectfully request that my case be reopened and reviewed again so that the business is held accountable to provide the necessary documentation.
Thank you for your assistance in ensuring this issue is properly addressed.Initial Complaint
Date:09/01/2025
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.
earlier this morning , 9/1/25, I thought I was making a phone reservation through Marriott but somehow got connected to this 3rd party reservation system which booked a reservation with a hotel for 9/4-7/25.. They pretended to be Marriott going as far as taking my Bonvoy account number knowing they are not authorized to fulfill the benefits that are attached to my membership. When I received their email reservation, The 3rd party had charged my AMEX in the amount of $1763.92. I called the hotel directly and spoke with a representative who confirmed they didn't make the reservation it was through ******* and I was not entitled to Bonvoy benefits. I then called the booking number on the email to request a refund for the reservation made less than an hour earlier. They claim a penalty of approx.. $600 I have submitted a request to hotel *********** and **************** for full refund. I was "sold" a reservation that can not exist because they are able to fulfill my Marriott status benefits. This seems fraudulent. Any and all help/suggestions would be appreciated. Thank you.Business Response
Date: 09/02/2025
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,
******* Planelles
Customer Answer
Date: 09/02/2025
Complaint: 23824380
I am rejecting this response because:
I do not accept bad faith business practices that involve delaying refunds because they show a lack of integrity and respect for the customer. Holding funds unnecessarily creates financial and emotional strain, erodes trust, and violates the basic principle of fair dealing.
Sincerely,
**** *******Business Response
Date: 09/08/2025
Greetings ****,
Your refund is being processed. It can take up to 10 business days for the credit to appear on your bank statement. A text message will soon be delivered to your phone notifying you of the refund as well. If you have any further questions or concerns, feel free to reach out to me personally at *********************************** We look forward to assisting you with your future hotel reservations.
Kindly,
******* Planelles
Customer Answer
Date: 09/08/2025
Complaint: 23824380
I am rejecting this response because: I requested a refund, they returned only a partial refund of $1469.95.This is unacceptable. I am entitled to a full refund of $1763.93, not a partial one. By withholding the balance, the company is attempting to avoid responsibility for its fraud.
I reject their partial refund offer and request BBBs assistance in obtaining the full refund due.
Sincerely,
**** *******Business Response
Date: 09/09/2025
Greetings ****,
Your refund is being processed. It can take up to 10 business days for the credit to appear on your bank statement. A text message will soon be delivered to your phone notifying you of the refund as well. If you have any further questions or concerns, feel free to reach out to me personally at *********************************** We look forward to assisting you with your future hotel reservations.
Kindly,
******* PlanellesCustomer Answer
Date: 09/13/2025
Complaint: 23824380
I am rejecting this response because:
My hotel booking was made through HotelPlanner in a rush while traveling across the country to see a dying friend. HotelPlanners practices are misleading and exploit older consumers in moments of urgency and distress.
The way the booking was structured, and the lack of transparency around cancellation and refund policies, was unconscionable. I did not knowingly agree to a non-refundable arrangement, and the companys refusal to return my full payment reflects predatory tactics.
A partial refund does not remedy the harm. I request a full refund of the amount paid.
Sincerely,
**** *******Initial Complaint
Date:08/29/2025
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.
On June 5, 2025, I called the ************************ to book a room for June 28, 2025. It seemed kind of strange that I was talking to someone who seemed like he wasnt sure what the rates were, what rooms were available, and other common information. I asked several times if this was the ****** *********** and he said yes, each time. Never during the entire conversation was I ever told that I would need to purchase cancellation insurance in case of change of plans. In fact, I was never offered a chance to purchase the insurance. On June 18, 2025 my husband was severely injured and we had to cancel our vacation. (We encountered no problems with the other places we had to cancel.) I called the ****************** on June 19 cancel the reservation, that is when I discovered the reservation was made through hotel *********** so I reached out to hotelplanner.com and explained the situation. They told me I was not eligible for a refund since I had not purchased the cancellation insurance. I notified them that I was not offered to purchase the insurance nor was I told that I would need it. They forwarded this to request to someone there and came back and said I could have a voucher for the full amount, $429.44, that would be good for any of their hotels. I have not received a voucher. I have contacted them in writing 13 times via email, and over the phone at least five times. I feel that I was intentionally misled and I would like a full refund (my current credit card is now is a different # than they have on file. I will give current information, if this is resolved.) I honestly think that the ****** Grand should receive a formal complaint, as they never once revealed that their reservations are done through a third party. This has been very stressful, on top of my husbands injury, and I will never stay at that hotel, now. But, my priority is getting my money back.Customer Answer
Date: 08/29/2025
Today, after all filed this complaint with you, a supervisor from HotelPlanner.com called me and told me that the ****** ************ general manager would not approve a refund. The supervisor at hotelplanner.com, ****, then said he would send me a voucher for $429.44. Which he did. Obviously, Id rather have a refund. But, accepted the voucher (I hope it works). I still want to lodge a complaint against the ****** *********** for not being transparent that they used a third party for reservations and that they never intended to give me a refund, even for due cause as a medical emergency. I will never stay there. I will leave a bad review wherever I am able to.Initial Complaint
Date:08/28/2025
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.
I am an employee of the state of *********, and I was directed to stay at the AmericInn by Wyndham Ashland from 9/14 through 9/18 for a work assignment. My boss gave me the phone number ************, which is the same area code as the hotel. We both thought this was the number for the hotel, and representative ***** ******** who answered did not identify the name of his company. Wisconsin law specifies that the ************************************** establish a maximum hotel rate for state employees staying in ********* for business (20.916(8)(a), Wis. Stats.). That amount is $98 per night for **************. ********* employees are also exempt from paying sales tax on lodging when traveling for government *******. Ezequiel quoted me a price, and I said, "I need the state rate".He said, "You're already getting the lowest rate."I said, "This doesn't seem right. I've never done this before. Have you booked state employee travel before?"He said, "We do this all the time - government, military, etc."I said, "But the state rate is $98/night." He said, "Your room is $96 per night before taxes." I went ahead and booked the room through HotelPlanner (Lexyl Travel Technologies, LLC). After talking to the actual hotel, I called Lexyl Travel Technologies, LLC back and requested a refund. They kept $186.97. I would like this refunded please.Lexyl Travel Technologies, LLC did not inform me that they were not the actual hotel, did not provide an itemized account of the nightly room rate + tax, and did not inform me of the cancellation penalty before I paid them. They led me to believe they were booking at the state rate and now I owe my employer! I feel defrauded and I'm very embarrassed that I fell for this.Business Response
Date: 08/28/2025
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: 08/29/2025
Complaint: 23810635
I am rejecting this response because: I would like HotelPlanner.com to continue working on my request.
Sincerely,
****** ******Business Response
Date: 08/29/2025
Greetings ******,
Thank you for your patience! I am pleased to inform you that a full refund of $934.83 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: 09/04/2025
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,
****** ******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.