ComplaintsforHotelPlanner.com

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 17, 2022, I made a reservation with HotelPlanner.com for a stay with ***************************************** City Area, *******, **. After making my reservation, I realized that this was not *************** as stated on the phone, but a 3rd party. I called HotelPlanner.com back and asked that the reservation be cancelled, as I was still within my cancellation time frame. The representative cancelled the reservation, and contacted ******** to ensure my reservation was in fact cancelled. I received an email that stated my reservation was cancelled with ********************************** Unfortunately, this was not true. Upon receiving my credit card statement, I had a total of $561.49 of charges. While my credit card company most recently covered $350 of the charges, the remaining $211.49 are still remaining on my card at this time. I am very disappointed, because the representative at HotelPlanner.com represented themself as a Marriott representative during my initial reservation. Then after I called back to cancel and receive confirmation of cancellation these charges were still on my credit card. I am filing this complaint, because I would like a refund for the remaining portion that my credit card company was unable to cover. This is a fraudulent company, and I will not be conducting business with them in the future. Nor, would I recommend to others for travel arrangements. Original Reservation #H5049617 Cancellation #********

  

  Business response

  10/06/2022

  Greetings,

   

  We are so sorry about the delay. Unfortunately, most of the delay was due to the dispute that was opened. When something is disputed it locks us out of the account for 90 days. Please be assured, the refund has been processed. Allow **** business days to see that refund reflected on your account.

   

  If you have any further questions or concerns, please reach out to me personally at ******.********@HotelPlanner.com.

   

  Kind Regards,

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

• Initial Complaint

  10/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Aug 27 I booked hotel room for Nov 5 . Just got Discover statement showing full charge already applied. Spent 2 hrs yesterday calling Marriott 3 . They said I booked on-line 3rd party but not know who My confirmation text never says hotelplanner. only words used are Courtyard by ******** It was difficult getting through to that phone # Finally spoke to what turned out to be hotel planner. my confirm text Courtyard by ********************************************************************************** [Use guest name to check in]Conf: 325604065Itin: H5499688 Check In: Nov 5 (3pm-12am)Check Out: Nov 7 (11am)Support: *************** Text STOP to cancel these msgs I googled HotelPlanner not recognize homepage -- did recognize page , after choose the Marriott in ********* **. & looking at it doesn't surprise me I thought I was booking on a Marriott site, not 3rd party. The price advertised today is 49 cents more with " pay at the hotel". I realize there may be a cancelation fee within a few days at popular areas & perhaps when dealing with their 'specialty' large groups setting aside many rooms. Looking at site yesterday only 1 showed prepay, see nothing that would explain why anyone would accept what I FOUND OUT SUPPOSEDLY I accepted : pre pay whole bill --- tethered to one of the most onerous cancellation policies ever seen .... If cancel august 28 TO October 31st loose half, ********* Nov 1st to 5th no refund at all. This is in the middle of nowhere Mass, non holiday. 1st phone person was unintelligible both he and next *******, tried to put me off saying maybe the day I booked the only rooms Marriott offering had the caveat of prepaid & that cancelation policy, I'd be willing to bet ******** never does that . I kept saying I'll let the prepaid go As long as not subjected to that cancelation policy And if they couldn't I wanted to talk to a supervisor I was told one would call me it's been 24 hours 24 hours so at this point refund

  

  Business response

  10/02/2022

  Dear ********,

   

  We are so sorry for the inconvenience you have experienced with us. There is no way to change the cancellation policy to which you agreed on a confirmed reservation. There is also no way to refund your card unless you cancel your reservation. Although the cancellation policy states you will only receive half of your refund, I was able to get a full refund approved as a gesture of good will. Please allow **** business days to see your refund of 437.44 USD. The number to reach the hotel directly is: **************.

   

  If you have any further questions, please reach out to [email protected]. 

   

  Regards,

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

  Customer response

  10/13/2022

   
  Complaint: 18154662

  
  NOT SO MUCH rejecting this response but commenting,  this was very very poor buisness practice, 

  because:  i have 2 BBB complaints running.   And  I had already gotten from BBB that Hotel Planner did not respond.  So - my bad, between the charities and political, and the fact I have to plug in the number, I didn't open this until  10/13 .    Meanwhile, I had gotten  communication from Hotel Planner ,  they were passing my complaint from one to another  and then the last person didnt respond, and this was THE *** AFTER THIS RESPONSE  not to me, but to BBB     " We are so sorry for the inconvenience you have experienced with us.
  

  there is no way to change the cancellation policy to which you agreed on a confirmed reservation.

  There is also no way to refund your card unless you cancel your reservation.

  Although the cancellation policy states you will only receive half of your refund, I was able to get a full refund approved as a gesture of good will. Please allow **** business days to see your refund of 437.44 USD. The number to reach the hotel directly is: **************. "        La de da 

  It was only because I decided to reconfirm my reservation ... that today I found out it had been cancelled and I just spent the last  2 hours trying to find out by who and when- calling Marriot, Discover ...     

  Hotel Planner never responded directly to me. 

  hotel Planner, says a reservation cannot be cancelled, UNLESS I DO IT,       I DIDNT , THEY DID   although in this reply they don't actually say, they cancelled it,  BUT THEY DID, WITHOUT INFORMING ME DIRECTLY,   So this "gesture of good will, is  self-serving and ridiculous,.  .   

  This is what I see over and over and why they have such a low rating,   Just terrible,.  THEY SHOULD HAVE CONTACTED ME DIRECTLY, VS SUCKING UP TO BBB.   Terrible company 

  Sincerely,
  
  *********************************

• Initial Complaint

  10/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 12 2022 I made reservations, 2 nights hotel through this company phone number **************. Hotel is located in ******* **.I was charged ****** The next day I cancelled 1 night I was refunded ****** I cancelled 2nd night the next day. I have spoken to a representative on 2 occasions. I have yet to see my total refund of ******. I believe they have my number blocked. I'm unable to speak to a representative and they do not respond to my email. Reservations were for 10/21 and 10/22/2022. Reservation # is 5557505.Can you help???

  

  Business response

  10/02/2022

  Greetings,

  Thank you for contacting us in regards to your inquiry, In our system we do show that one night refund was already processed for you reservation. The remaining night has been processed for your reservation and you can expect the refund to be allocated back to your account in the next 7 to 14 business days. 

  Regards,

  HotelPlanner

  Customer response

  10/06/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of ************************* made on 7/15/22 Reservation date for 9/16/22 for the ********************.Hotal Planner booked the wrong type of room, smoking in lieu of non-smoking.After complaint filed with *************, they worked with hotel and cancelled reservation.I paid for the room with ******************** upon arrival at the destination, a credit was to be issued to my credit card by *************, to date they have not credited, I have called and received a ticket but was not allowed to speak with a Service Rep. I went on-line was allowed to chat, when reason for chat given chat ended.I paid twice for this room because of *************'s mistake. The staff at ******************** did more for me than *************.Booking # H5316323 Ticket # ****** I just want my credit top my credit card ending in 6242.You folks can do want you want with *************, maybe a Fine ?Thank You ***********************

  

  Business response

  10/02/2022

  Greetings,

  Thank you for contacting us in regards to your inquiry. Per your inquiry, on our end we do show that a refund was processed for your reservation. However, you will need to get in contact with the agency that you booked your reservation through to confirm that they issued a the refund back to you as we have refunded their corporate card that was utilized to pay for the reservation. Please contact SnapTravel so that they can better assist you.

  Regards,

  HotelPlanner

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Saturday Sept. 10th 2022, I booked a room through hotel planner and was told by the agent after I asked about pet fees for my dog that I was being charged for ALL fees and taxes. He said the pet fee for the hotel was $10. But again he stated that I was being charged for ALL FEE AND TAXES. So I believed that ***** was the total cost of my stay. When I arrived at the rodeway Inn on Allegheny, I was told that the pet fee was 15 dollars to which I argued and stated that I had already paid the pet fee through the booking agent. She stated that I had not and proceeded to charge me TEN dollars for the pet fee AFTER she had stated it was 15. I paid the fee because I needed to bring my dog in but I fully intended to call and get a refund from either the hotel later or from the booking agent, whichever was responsible for overcharging me. I've contacted Hotel Planner several times and they state that the hotel has already approved and issued a refund but that it would take **** days, but when I called the Rodeway Inn, they maintained that the booking agent didn't charge me for a pet fee and the $10 pet fee is valid and that they did not issue a refund. They stated that booking agents never charge a pet fee. My itinerary number is H5565046. I also have a text that I received after paying that states that my booking is pre-paid but that I would need to provide a card for incidentals. This would also support that I was charged for all fees and taxes. I want a refund of the pet fee.

  

  Business response

  09/29/2022

  Greetings Isaiah,

   

  We sincerely apologize about the misunderstanding. Just to clarify, we are not allowed to charge a pet fee as the hotel has to charge directly. The taxes and fees are just a fancy way to say taxes and a small service fee charged by the rate provider. After listening to the recorded line, I can confirm the agent never said the pet fee was included in the price. 

  However, I have processed your refund of $10.00 as a gesture of good will.

  If you have anymore questions or concerns, please reach out to [email protected]. 

   

  Kind Regards,

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

  Customer response

  09/29/2022

   
  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. 

  However, I want to point out that the agent may not have specifically said the pet fee was included, but they did say ALL fees and taxes. Any reasonable person would believe that included the pet fee. I do appreciate the refund, but I wish it didn't have to come to filing a complaint. I said multiple times that I would file a complaint. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I booked a hotel with HotelPlanner and the hotel that we booked with ******* advertised that the hotel was clean and had a restaurant. The hotel was nothing like advertised. When I tried to cancel my stay after two days, they said I had to work bad with HotelPlanner to compete the cancelation. While we were there we discovered damage to our room, including mold. The health concerns came from the fact that the hotel contained fleas, and we had to get treatment for my dog. Furthermore, when I did try to contact the company, they flagged my phone number and would instantly send my number to voicemail, and I wait for two days for them to return my call but never did. Then I called utilizing my wifes phone, and it rang right to support. At that time the operator lied to me and tried to say there was no management on staff. Then she kept saying that the manager would call me back. Which was a lie, as I had already been waiting for a call back from management. This company should have its business 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

  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,

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

  Customer response

  09/19/2022

   
  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,
  
  *****************************

  

  Business response

  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 response

  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

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a reservation thru ************ website around 6/2022. I thought I forgot to make the reservation because I never received an email. Made another one than called the ************ reservation line. Told I have 2 reservations. One was cancelled and the other confirmed. They identified them self as ************ on the phone. Called was made on 8/21/22 and told I would not be charged for reservation from Aug 24-Aug 26,2022 at the Comfort Inn suites @********** ** location. I was charged on Aug 22 in the amount of ****** after I was told no charges until check in. I got sick and cancel my second reservation on Aug 24,2022 & told no charge for cancellation and I would be refunded. I checked with the hotel in person because I kept getting text messages about my stay. They informed me at the front desk of the hotel a that I had cancelled both reservations. After many calls I was informed by the hotel manager it was Hotelplanner.com who actually made my reservation. a third party they have 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

  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,

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

  Customer response

  09/20/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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,

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

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon learning that a close relative was to undergo heart bypass surgery, I rushed to secure a hotel room through what I thought to be a reputable online booking service directly connected to a hotel that I was familiar with through prior experience. I knew of the hotel through past travel-for-work. The name of the online booking service was ****** HOME2 SUITES BY ******. When I arrived at HOME2 Suites in ***********, **, they had no reservation under my name. I immediately called the number provided on my itinerary for lodging support. I spoke with an agent for over an hour, to no avail. I ended up paying for my lodging out-of-pocket. To this day, I have received no compensation or credit from ****** HOME2 SUITES BY ******. I initially contacted the BBB for assistance in April 2022. That initial complaint went unsatisfied. This time, however, I have a primary contact for ****** HOME2 SUITES BY ******, complete with address, phone number, and owner information. I hope the information that I provide this time will help me in my effort to secure a total refund. For your deliberation, please find attached the ****** initial receipt for lodging at HOME2 SUITES BY HILTON (item A) and the actual hotel stay receipt with no credit from ****** (items B1 B2). A recent online investigation into the owner of the ****** service led me to Lexyl Travel Technologies LLC (item C). I believe that it is to Lexyl Travel Technologies LLC that I paid my initial reservation monies, not HOME2 SUITES BY HILTON directly. Therefore, I ask that Lexyl Travel Technologies LLC refund my monies based on charges of deceptive advertising and fraud.

  

  Business response

  09/15/2022

  Greetings,

   

  I spoke with the hotel, and the 3rd party supplier. They both informed me that this reservation was utilized in full. The hotel charged the 3rd party so there was no need for a refund. If you were charged 2 times for this reservation, please provide proof.

   

  If you need anything further, please reach out to [email protected].

   

  Regards,

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

*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. ↩