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Complaint Details
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Initial Complaint
06/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I attempted to make a reservation using a room from a block of rooms which were reserved for our baseball team. When I called I explained this to the representative and she indicated that the room I was booking was for the baseball team and that the rate I was getting was the block rate (even though she initially said wedding block). At no time during the initial conversation was I informed that the room reservation was non-refundable. After I entered my credit card information and payment was processed, I was then informed that the room was non-refundable. When I informed her that had I known the room was non-re-fundable I would not have booked it and that I wanted to cancel it with a full refund. The call was dropped. When I immediately called back to speak with the customer service representative I was informed that the rate for the room was not the block room rate and that I had made a reservation for a normal room rate. I would appreciate it if you would rectify the situation by allowing me to cancel the current room and have a full refund. This may be an exception, but it appears to be highly suspect that the customer was not informed that the room was non-refundable or could be cancelled until after the payment was processed and I was lied to about the block rate.I have received numerous emails from the business saying they are looking in to it and received a phone call from the escalation department saying they were going to call the Hotel to request a refund and would call me back. That was over a week ago. To date I have not heard back. Checkin Date: June 21, 2024 Checkout June 23, 2024 ********************, ********** ****. Itinerary #H8536280
Business response
06/27/2024
Good Afternoon,
I'm more than happy to help! I have escalated this to my supervisors in hopes of them finding a resolution to your inquiry, as soon as I hear back from them I will inform you. If you have any further questions or concerns in the meantime please feel free to reach out to me personally at ***********************************
Kindly,
*********************************
Customer response
06/27/2024
Complaint: 21853496
I am rejecting this response because: I have been dealing with this issue for over a month now and am told the same thing by each representative I speak with that they are "in the process of reviewing it and will get back to me." It appears this is just a delay tactic in hopes the customer will give up.
Sincerely,
*********************Business response
07/10/2024
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,
*********************************
Customer response
07/11/2024
Complaint: 21853496
I am rejecting this response because: The response from the business does not deal with my complaint.
Sincerely,
*********************Initial Complaint
06/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a cancelation policy for hotel reservations, I contacted company to cancel and they will not refund my money (Hotel blocks reservation **************.Business response
06/18/2024
Hello,
Please refer to the link shown on your confirmation page, previously sent to your email or phone, to file a claim with Protecht. You may also use this link to Request a Refund from Protecht: ********************************************************************** We look forward to assisting you with your future hotel reservation needs. Please feel free to reply to the message with any additional questions or concerns.
Kindly,
*********************************
Initial Complaint
06/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
had booked reservations through wrong Hotel on 4-16-24 so i canceled on 4-23 but money had already came out of my bank account. they told me i would get my money back but as of 6/14/24 still have not seen it. i have called multiple times and now they don't show any of my booking or cancelation. they have my name as *************************** on transactions. confirmation is LL10081589843 and cancelation #LL10014725155C i have a ticket # CR ****** as of today.Business response
06/18/2024
Hi there *******,
I'd love to further assist you! I have searched our system for your reservation with the name, phone number, and email provided but I am having a hard time finding your reservation, Please provide me with the itinerary number beginning in H for your reservation! Feel free to reply with the itinerary, or you could also send it to me personally via email, my email is *********************************** I look forward to hearing back from you and assisting you!
Sincerely,
*********************************
Initial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In February ********************************************* ****** ****** at ******** Beat Value Inn for 6-15. I was charged $458.52 for the room and $38.97 in addition(separate charge) for their refund program. (4f524141-0053-0000-0234-bbe08e21571a)The company acted as if they were the actual hotel and I was booking directly with them. When I called back in April to cancel as I had paid for the cancellation refund program and we had a death in the family, they started that it could not be cancelled unless a death certificate was given to them. Our family did not want to share the death certificate with this unknown company and so we were forced to keep our reservation. Today 6-13, we were contacted by the hotel directly and were told that the company that charged us over $500 to stay one night has not submitted payment to them, are not responding to their calls and they have never heard or dealt with this company and informed us that if we keep reservation we will have to pay the hotel directly for the room and deal with getting our money back from this company. They are charging customers for ticket refund program but you are not able to make any changes or cancel. Very misleading and feels like a scam. I am in my 70s on a fixed income and realize that I was overcharged but that is not even my biggest complaint. Now I am hearing that I will have to pay for the room again as they kept my money and did not complete their part of the transaction. **** also be filing a fraud claim with my bank but wanted to make sure everyone is aware of how this company operates. They impersonate the hotel, up charge on things that are supposed to protect you and allow you to cancel and then do not complete the transaction. Very disappointingBusiness response
06/18/2024
Hello Al,
I'd love to help! I am having a difficulty 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 the number or you could also send it to me personally via email, my email is *********************************** I look forward to hearing back from you and assisting you!
Kindly,
*********************************
Initial Complaint
06/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On June 5, 2024, I went online to book a room for June 5th. Because I am a Hilton Rewards Member, I went to the website trubyhilton... via the ****** browser to book a room. The site would not allow me to book online, saying my payment information was incorrect (although ALL information provided was valid and I used it every day of my trip). I called the phone number on the site. Apparently, I was redirected, without any notice to this unethical company. I spoke with a representative. Questioned the fees of over $112. The representative stated the rate was much more than the $194 the website stated. They indicated the rate was $263 and fees are only $43. Coincidentally, the net charge of $306 was the same. Huh? I asked the representative if she had my Hilton Rewards number. She said she could take it. She never disclosed that I had been rerouted to a non-Hilton site and my rewards are worthless with them. Upon checking out, I questioned the desk help at the Hilton, they said I never booked through them. It was a third party and I would not be getting any rewards credit. My room would have been about $100 less for the night if my intended booking had been processed. This is fraud and theft by Hotel Planner AND ******* Apparently, this scam of ****** redirecting bookings to third parties is a problem. Run away from booking through ******! If you've been scroogled, call your congress person. I will be fighting to get my $100 bucks back from ************* (deceiver) and only book via telephone from now on.Business response
06/18/2024
Good Afternoon *****,
I'd love to assist you! I am having a hard time finding your reservation with the information that was provided. Please provide me with the itinerary number beginning in H for your reservation, feel free to reply with the number or you could also send it to me personally at *********************************** I look forward to hearing back from you and assisting you further!
Sincerely,
*********************************
Business response
06/18/2024
Good Afternoon *****,
I'd love to assist you! I am having a hard time finding your reservation with the information that was provided. Please provide me with the itinerary number beginning in H for your reservation, feel free to reply with the number or you could also send it to me personally at *********************************** I look forward to hearing back from you and assisting you further!
Sincerely,
*********************************
Business response
06/18/2024
Good Afternoon *****,
I'd love to assist you! I am having a hard time finding your reservation with the information that was provided. Please provide me with the itinerary number beginning in H for your reservation, feel free to reply with the number or you could also send it to me personally at *********************************** I look forward to hearing back from you and assisting you further!
Sincerely,
*********************************
Business response
06/18/2024
Good Afternoon *****,
I'd love to assist you! I am having a hard time finding your reservation with the information that was provided. Please provide me with the itinerary number beginning in H for your reservation, feel free to reply with the number or you could also send it to me personally at *********************************** I look forward to hearing back from you and assisting you further!
Sincerely,
*********************************
Initial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked a 4 night stay for Staybridge Suites for May *****, 2024 with Hotel Planner. When we arrived at ********** they had no record of our reservation and no available rooms. My two children plus a friend and I had to scramble to find an available room(s). After a discussion over the phone it was unclear if they would provide a refund. (They needed to "investigate"). I decided to file a dispute with the bank. After several days I received an email stating I would get reimbursed. My bank ended the dispute in Hotel Planner's favor. When I reached back out to ************* about my refund they told me to send them proof my bank ended the dispute, but it could take another 90 days to "investigate" if my dispute was ended. I don't understand what they are "investigating". I will not be using this company to reserve vacations in the future. Truly a nightmare to be stuck without a room and worried that my reservation money won't be refunded.Business response
06/18/2024
Hello *******,
I'd love to help! I am having a hard time finding your reservation with the information that has been provided, please provide me with the itinerary number beginning in H for your reservation. Feel free to reply to this message with the itinerary number or you could also send it to me personally at *********************************** I look forward to hearing back from you!
Kindly,
*********************************
Customer response
06/20/2024
Here is the Reservation # for my complaint.Customer response
06/20/2024
Complaint: 21845670
I am rejecting this response because: I did not get verification that I will receive a refund anytime soon. I am attaching information with my reservation # to assist with the refund.
Sincerely,
***************************Business response
06/24/2024
Good Evening *******,
Thank you for your patience! I am pleased to inform you that a full refund of $871.64 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!Kindly,
*********************************
**************************************************
Customer response
06/26/2024
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
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On or about May 6, 2024 I went online to reserve a hotel room for a wedding. When I entered my credit card information, no confirmation was shown, so I didn't think it took and I entered in the information again and received a confirmation number. The price of the room was shown at approximately $224.00. When I received my card statement, it showed 2 charges for the same night. one was H8406159 for $****** and the other H8406137 for $******. Neither of which were anywhere close to $224.00. I saw receipts in my email and they showed. For H8406159- $224.00 for room, $31.28 for refund protection and $144.03 for Tax Recovery and Fees (******) H8406137 - $224.00, $29.05 for refund protection and $117.81 for Tax Recovery and Fees (******). With NONREFUNDABLE on sheet.I contacted them about the 2 charges and was told asking for 100% refund on H8406159 and received a voucher to use at their website.I asked the hotel how much was the room? and was told $145.00. The $224.00 quote was obviously quite a mark up in itself but to not refund a double book on one and give a voucher is not acceptable with all of the extra charges they add unknowingly to the customer, and I want the overages refunded on the reservation I did pay for. A mark up is understood but not what they have done. I contacted them today and it is being sent to the Escalation Team, which is who sent me the voucher. I'm ok with $224.00, that's what I agreed to not all of these other charges. I paid $738.89 for a $145.00 room. A voucher for $368.03 to let them do the same thing.Business response
06/26/2024
Greetings,
I'm more than happy to help! I have escalated this to my supervisors in hopes of them finding a resolution to your inquiry, as soon as I hear back from them I will inform you. If you have any further questions or concerns in the meantime please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Initial Complaint
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
March 21, 2024: Checked on ****** to find the phone number to ******** on ************, *******. I called the number listed thinking I was speaking to The Cove. Reservations were made for 3 rooms as my entire family goes. . I asked for refundable rooms as I always do when booking. When I received my confirmations through my Email I realized that they were made through Hotelplanner and not the Cove and that two of the rooms were non refundable and one was refundable. All this was done via telephone so I have no way to prove my request to them unless it was a recorded conversation. I feel that a mistake was made on their part to book 2 rooms as non refundable. March 22, 2024 I called the number to Hotelplanner ************** to cancel these reservations. The lady I spoke with agreed to cancel all of these reservations. She told me to check my credit card in several days to make sure that I received the credit and that it would take about 15 days for the credit to go through. $3068.60 was charged on my card on March 23, 2024.On 04/07/24 I called Capitol One and still no credit was issued to them. I called Hotelplanner on 04/11/2024 and spoke to a representative about why my refund was not given yet. He said he would send an urgent request for the refund to be done. I checked my Credit card balance on 04/22/2024 and still no credit. I again phoned Hotelplanner and asked about my credit and he said give it 3 more days. On 04/24/2024 I received an email from them stating in leiu of a refund they would give me a voucher good for a vacation to a hotel on their listing . This isnt an option for me as I trusted their promise of a refund and I went ahead and made reservations directly with The Cove while they had rooms still available in July. I cannot afford to pay for two vacations. I feel it was their mistake and I dont think I should be held responsible for these charges totaling $3068.60. Any help on this would be greatly appreciated!Business response
06/18/2024
Hello ****,
Thank you for taking the time to reach out to us! After taking a deeper look into reservation H8156581, I see that it was booked as a pay at hotel reservation. Meaning, that we did not charge your card since this was being done directly at the hotel at the time of check in or check out, therefore a full refund would have to come directly through the hotel. If you do have any further questions or concerns, please don't hesitate to reach out to me personally at **************************************************!
Kindly,
*********************************
Customer response
06/19/2024
Hello. I am not referring to the reservation I made in ******************* name. They booked that correctly as refundable so when I cancelled it of course it was not charged. I am speaking of the other two rooms I booked at the same time as refundable as well but for some reason they booked me non refundable on these !! That is what I am trying to get a refund of ******* for. Thank you
Customer response
06/20/2024
Complaint: 21840579
Hello. I am not referring to the reservation I made in ******************* name. They booked that correctly as refundable so when I cancelled it of course it was not charged. I am speaking of the other two rooms I booked at the same time as refundable as well but for some reason they booked me non refundable on these !! That is what I am trying to get a refund of ******* for. Thank you
Sincerely,
***************************Business response
06/25/2024
Hello ****,
Thank you for your patience! Please be advised I have taken a look at both of the reservations you mentioned, and I see that both of your reservation are pay at hotel reservation. Meaning that we did not charge your card since this was being done directly at the hotel, therefore since the hotel was the one to charge you a full refund will need to come directly through them. If you have any further questions or concerns, please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Customer response
06/27/2024
Complaint: 21840579
I am rejecting this response because:
This charge of ******* was not charged by the motel. I verified this today 6/27/2024 and they do not charge until check in date. It was charged by Hotel Planner for Hilton Vacations on March 22 2024. I cancelled these with them on 03-23-24. They refused to credit me because they booked me nonrefundable rooms which I did not request. They sent me an email on4/22/24 offering me a voucher for another vacation through them in lieu of credit. So there should be no question that they are the ones who made the charge. This amount is the total for the 2 non refundable rooms that were charged to me. If I could talk to a representative from BBB I could make all of this more clear. ************Sincerely,
***************************Initial Complaint
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 5/31/24, I called Best Western Plus ***** Inn in *****, **. I found this info on line. The number was ************. It seemed legit with the "701" prefix. The person on the other end answered, "Best Western Plus." I requested 2 nights. I was quoted $199 per night. I accepted the charge of $551.44, after having them take off the refund protection. The amount still seemed excessive but I thought it was lots of taxes and fees. So I charged it on my Amex.When I arrived 6/7/24, the receptionist explained that they were unable to access an itemization, because a third party had booked it. I went to my room and called the 701 number, and asked who they were. The man hung up on me. I called again and they sent me to Customer Support. All that did was send me through layers of menus and no option to speak with a person.At no time when I made the reservation (H8557204) did they identify themselves as a third party. I can not find any info about who they really are on my receipts.Business response
06/25/2024
Hello *********,
Thank you for your patience! I am pleased to inform you that a a partial refund of $159.06 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 feel free to reach out to me personally at **************************************************!
Kindly,
*****************************;
Customer response
06/26/2024
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
06/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is on behalf of my Father ** Law.His name is *********************** and is the party that was effected by this company misrepresenting itself and being misleading.**** called the listed comfort in number for this hotel that he stays at regularly. When they answered he thought it was wierd as the greeting was not the same as it had always been. He asked if this was the front desk for Comfort **n at ************** and they stated yes they take care of their reservations. They went through the process and set up the room. They told him the average nightly rate and took his credit card information. When his card was charged he was charged $1,008.81.When he got to the hotel the rooms were messed up and Managers had to get involved to move things around. Then when checking out they asked if he wanted a copy of the bill and he said yes. When they handed him the bill it was for $690.56. He then asked about this to them but a manager was not going to be back until the next day. This company took advantage of him and mislead him into a charge that was wrong. Additionally they emailed him a statement stating room charges and taxes that were not what was topd to him on the phone. This company needs to refund the money to him as they have caused misshapen and misrepresented themselves as that hotels front desk. Even after they were explicity asked. Had they answered truthfully then he would have hung up and gotten the correct phone number.Business response
06/18/2024
Good Morning,
I'm more than happy to help! I have escalated this to my supervisors in hopes of them finding a resolution to your inquiry, as soon as I hear back from them I will inform you. If you have any further questions or concerns in the meantime please feel free to reach out to me personally at **************************************************!
Kindly,
*********************************
Customer response
06/20/2024
Complaint: 21824290
I am rejecting this response because:Per the response of the businees they are still working on the issue and will get back to me.
"I have escalated this to my supervisors in hopes of them finding a resolution to your inquiry, as soon as I hear back from them I will inform you."
This case should not be closed at this time.
I'm am satisfied they are working on the issue but the only way for the case to remain open is to reject the response to the BBB.
Sincerely,
*******************************Business response
07/05/2024
Hi There!
Thank you for your patience! I am pleased to inform you that a partial refund of $300.00 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 feel free to reach out to me personally at **************************************************!
Kindly,
*****************************;
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Customer Complaints Summary
570 total complaints in the last 3 years.
205 complaints closed in the last 12 months.