ComplaintsforHotelPlanner.com

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 15, 2024, I thought I was calling the **********************, but because I used my phone instead of a computer, I called Hotelplanner.com instead. I was making a reservation for July 19th. I asked repeatedly what the cancellation policy was and was told free cancellation until The 17th. He kept saying emergency cancellation up until the 19th. I kept asking about the free cancellation. He said yes, basically, it will be in the confirmation. When the confirmation arrived, it stated there was a one night's penalty for cancellation. And, I was charged for a refund protection policy which was never discussed or agreed to. I called to complain and ask for a refund, but was just put on a list. Then I told them I was going to dispute it with my credit card company and please cancel and issue full refund. Well, they quickly cancelled the reservation, but kept half the money, Now I am left without a reservation. **************** told me they would put in a ticket for someone to review. I don't trust them. Do not use this company.

  

  Business response

  07/24/2024

  Hello,

  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. Please feel free to reply with the itinerary number or you could also escalate it to me personally at *********************************** I look forward to hearing back from you!

  Kindly,

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

  Customer response

  07/25/2024

   
  Better Business Bureau:
  
  I have received the refund I requested after emailing them a copy of the complaint filed with the BBB. It took diligence on my part, but I finally received the refund
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 3, 2024 I called what I thought was the Wyndham reservation line. An agent set up the reservation for August 5 through Aug 9, 2024. He provided a total cost of the reservation and stated that the room could be canceled up to the date of Aug 3, 2024. At no point did he mention refund protection and at no point did he say this was a non refundable reservation. I cancelled the reservation on July 4,2024 still believing I was working with the Wyndham reservation line. The agent I spoke to stated that I would be charged one night penalty, which I agreed to; and that the remainder of the charge would be credited back to my credit card. On July 5th received a voucher for the full amount of the cancelled reservation that needed to be used through hotelplanner.com, at this point I realized I was not working with *******. The original reservation document also falsely stated that I had been offered refund protection.

  

  Business response

  07/16/2024

  Hello ******, 

  Thank you for your patience! I am pleased to inform you that I escalated this and the voucher has been removed. A full refund of $1,102.89 has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for this refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at *********************************** We would greatly appreciate it if you took the time to rescore this review! 

  Kindly, 

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

  Customer response

  07/20/2024

   
  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

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company pretended to be the front desk of the hotel I was trying to book. They even used a local area code to appear as such as the first number that came up on my phone. I asked to agent if I had reached the ACTUAL FRONT DESK and he said YES. I asked him to look up my rewards number and he said he had to verify my information first which seemed odd. I kept questioning him on why he didn't already have me in the system as I had stayed at that hotel dozens of times. Since I was on the phone I didn't have the luxury to book on my computer as usual. I let him add "cancellation" insurance $55 just in case something went wrong. When I realized he had lied and charged us 2X more for the stay and fraudulently represented being the physical hotel I cancelled. We needed to cancel anyway as I had a neurological attack from Stiff Persons Syndrome (I am severely disabled) which stress will bring on and my husband was struggling to help as he was at the height of a health crisis as well. When we tried to file for the insurance we found out that the questions were misleading and there is not a live person to talk to. I tried to file 10 times. It is fraud to lie about your business name and I see that this same situation with misrepresentation and overcharging has happened to numerous reports on BBB. I am asking for a refund of the booking for deceptive business practices. See screenshots attached. The rely on impossible terms to avoid giving people the chance to get a refund.

  Customer response

  07/02/2024

  reservation #H8746687   June 26-28   HI expreess *****************************************************************************

  Customer response

  07/05/2024

  I bought cancellation insurance through this business and the agreed to honor the refund through the insurance. So I will consider this resolved. thank you

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Booked a room online for $147.00. I was charges an additional $98.96 in fees they refuse to tell me what they are for. I have sent email after email to get an itemized invoice of the charges and they refuse to send me one.

  Customer response

  07/02/2024

  I have received a refund from the business. Not sure who or what caused them to finally acknowledge my complaint but I will accept this refund as adequate. Thanks for your help on this matter. You can go ahead and close this file. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation over the phone I believed this to be the ************ in ******************. It was a third party reservation company. (Hotel Planner ) It didnt state who it was. I realized what had happened a few minutes later. I try to cancel the reservation within a few minutes. The live customer service person couldnt help me and quickly put me into a recorded line. The recording said I couldnt cancel the reservation because of the hotel policy that wasnt true. When I called the phone number that appeared on my phone was a senior living facility. I contacted the hotel and they said it was done through Expedia. I contacted Expedia and they had no knowledge of this transaction. I called the reservation company back 8 more times and got hung up on before anyone answered, finally I got a person and they said they could only take reservations and there was no customer service department. I did a search of this company it appears others have been scammed as well. The company charged over $100 in fees to make the reservation through some other company. We never used the room and I informed the hotel we would be filing a claim. Date of reservation: May 8, 2024

  

  Business response

  07/05/2024

  Hello ******, 

  Thank you for your response and 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, and unfortunately, there is no manual override. 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 and emailed to *****************************
  
  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 card

                                          Amount of dispute
  
  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. Unfortunately, that is not our decision. 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

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Tried booking a hotel room at *********** in **********. Advertised price was not remotely close to purchase price with extra fees, services, insurances. Booked the room and tried to cancel my reservation less than 12 hours later after seeing the additional charges. Upon talking with customer service it was made clear I was getting less than half of my money back while cancelling my reservation that was still 3 days away.

  

  Business response

  07/09/2024

  Good Morning Luke, 

  I come bearing happy news! I am pleased to inform you that a partial refund of the remaining $421.76 has been issued back onto the card used to initially or a total refund of $915.21, please allow 2-10 business days for the refund to be visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at *********************************** We would greatly appreciate it if you took the time to rescore this review!

  Kindly, 

  *****************************;

  Customer response

  07/10/2024

   
  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

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  6-21-24 selecting the holiday inn express after a ****** search will link you to a site that resembles the actual hotel site, using the same graphics, and also spoofs the search engine optimization results so that it tops the list of search results for the hotel in question. Like similar services that scalp access to a product or service, they basically resell reservations. Not sure how this is legal but it seems to be a growing problem. They charged $839.64 i am an ihg member thinking i booked through holiday inn when i checked out with a receipt the actual charge from the hotel was ******. Additionally it was difficult to actually track down who the charges were from as the links to their sites expired rapidly.

  

  Business response

  07/05/2024

  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. Feel free to reply with it, or you may also send it to me personally at *********************************** I look forward to hearing back from you!

  Kindly, 

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

  Customer response

  07/08/2024

  H8711761 is the reservation number.  

  Customer response

  07/09/2024

   
  Complaint: 21903329
  
  H8711761 is the reservation number. 
  
  Sincerely,
  
  *******************************

  Customer response

  07/10/2024

  H8711761 Booking #

  

  Business response

  07/16/2024

  Hello ****, 

  Can you help me here? It says the guest responded but I don't see the itinerary number, if they did provide one. 

  Thank you in advance!

  Kindly, 

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

  

  Business response

  07/16/2024

  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. Feel free to reply with it, or you may also send it to me personally at **************************************************. I look forward to hearing back from you!

  Kindly, 
  *********************************

  

  Business response

  07/16/2024

  Hello, 

  
  Thank you for your response and 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 and emailed to *****************************
  
  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 card
          Amount of dispute
  
  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. Unfortunately, that is not our decision. 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, 

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

  
  

  Customer response

  07/17/2024

   
  Complaint: 21903329
  
  I am rejecting this response because: H8711761 is the reservation number
  
  Sincerely,
  
  *******************************

  

  Business response

  07/18/2024

  
  

  Hello, 

  
  Thank you for your response and 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 and emailed to *****************************
  
  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 card
          Amount of dispute
  
  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. Unfortunately, that is not our decision. 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, 

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

  Customer response

  07/22/2024

   
  Complaint: 21903329
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 16, 2024 made hotel reservations for The *********** in ********, ** for check in on 5/23 and check out on 5/26. About 30 minutes later, my wife said that the check out should be 5/25 not 5/26 and I immediately called to modify. I also exchanged emails with ****** at Lodging Support I wanted to cancel and redo the entire reservation, but was told I did not need to do that and that If I called once I checked out on 5/25 I would be issued a refund for the original check out reservation day 5/26 for the amount of $453.56. I have called and spoken on the phone to multiple people since 5/25 and was told 2x it would be escalated and I am still waiting for the refund. Was also told that there was no refund info put in for the reservation. The reservation modification was well within the time frame (same day that original reservation was made) that is required for the website policy. The people at The *********** were very understanding and let us check out on the 25th and apologized for the reservation sites giving us a hard time about modifying our reservation. **** (manager) said they could call him with any questions. Dont understand why a refund that is due to me is such a problem?

  

  Business response

  07/05/2024

  Hi there ****, 

  Thank you for reaching out! I am pleased to inform you that a partial refund of $453.56 has been issued back onto the card used to initially 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, please don't hesitate to reach out to me personally at *********************************** We would greatly appreciate it if you took the time to rescore this review!

  Kindly, 

  *****************************;

  Customer response

  07/08/2024

   
  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.   However, it should not have taken 2-3 emails and calls each to resolve this, including this BBB filing.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a reservation on April 21, with Priceline for a hotel room at the ******************* in ********** **********, which I have been going to for over 25 years each year. The trip was to take place 6-14-2024 thru 6-17. How after having a rotor cuff torn and several other problems. My Dr. informed me that I was not able to take the trip and started preparing me for surgery. I had to send certain documents to the airlines which was American Airlines and that refund has been issued. The hotel however as told me that they went through another booking agent. So in trying to get my refund it has been terrible. Priceline has given me the name Nuiteesensitive (Nuitee. Com) then after calling Priceline for so many times. I finally call *** said the booking went through *****. By then the bank had given me provisional credit. I am a 40 bank retiree. So after receiving the credit which I had already paid off. I received a check for The ****** . But on May 23 the Hotel Planner Rebilled me. Now i finally spoke with someone from ***** and he had me to call a different telephone number to Priceline with a ID ********* and said that I would get a full refund.I called and finally after talking with numerous agents I was told that the refund would come from Hotel Planner. Priceline send me back to ****** which in turn sent me back to *************** Plann that told me that see could see that I was getting a full refund but they dont issue refunds and gave me another number. Finally the man then told me to call my bank and have them to write me a letter that the dispute has been deleted on bank letter head with my name, last 4 digits of the acct and the amount for ******.I contacted the bank while I was on the telephone with him.He told me once they received the letter that they would expedite the funds. I have been calling every day. I yesterday a young lady told me that a supervisor would be calling me in 1 to 2 hours. I called back this morning. My surgery is July 10.

  Customer response

  06/20/2024

  Hotel Planner #*******

  

  Business response

  07/02/2024

  Hello *****, 

  I come bearing happy news! I am pleased to inform you that a full refund of $385.10 has been issued back onto he card used to initially 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, please feel free to reach back out to me personally at *********************************** We would greatly appreciate it if you took the time to rescore this review!
  

  Kindly, 

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

  Customer response

  07/03/2024

   
  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

  06/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On April 30, I called, what I believed, was the *********** in ********, ** to make a reservation from 7/16-7/19. I was quoted the following for the three nights: $183. $200. $195. That should total, with NY occupancy tax, somewhere in the $600's. This was a telephone conversation, so I don't have a recording of it. But I was never told about any extra fees. I never got an email receipt, because later I discovered they misspelled my email address. My credit card statement came in and to my surprise, I was charged $918.14. Around $300 more than expected. After multiple phone calls, I discovered that Hotel Planner was who I booked with - a subsidiary ******* of ******** After further extremely long phone calls to the *******, they finally were able to correctly email me an itemized receipt. The extra charges came from an $89.41 PER NIGHT "tax recovery fee". This is over 45% of the cost of the room each night! I tried to cancel, but was told I agreed to no cancellation (which they also charged me $71 in "refund protection". None of these fees were ever disclosed. Who would ever agree to an $89.41 PER NIGHT fee??! No one!. I have been on the phone with my credit card ******* and the business itself, and it still is not resolved. I also noted that Expedia lost a class action lawsuit over this exact matter back in the early 2000's. Well, there at it again!

  

  Business response

  06/27/2024

  Greetings ***,

  I'd be more than happy to help. I have searched our system with the name, email, and phone number provided but I am I'm having a hard time finding your reservation, please provide me with the itinerary number beginning in H for your reservation. Please feel free to reach with the number in the chat directly, you could also email it to me personally at *********************************** I look forward to hearing back from you and assisting you!

  Kindly, 

  *****************************;

*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. ↩