ComplaintsforHotelPlanner.com

• Initial Complaint

  11/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/28/24 8:53 P.M.I clicked on the ***********--**********-Eastage, ** webpage phone number to call & reserve a room for 11/09/24.Through some sort of Trojan scam, the hotel number I clicked on to dial was changed to **************, a phone number that is not even listed anywhere on ******, therefore, I had no way of direct dialing it myself.When the male *** (with a thick accent) answered, he never said, "Hotel Planner, may I help you?"He never told me 1 time who he ***resented or what company he worked for.He pretended the entire time to be the front desk at ***********--**********-********. I clearly and specifically asked if this was the Hampton Inn-Cininnati-********-OH & gave the address.He said yes.I told him I was going on a high school band trip with *************************I explained that they had specifically reserved a section of rooms at a discounted group rate.I then asked for that rate.He acted like he was looking it up then gave me a high rate of $229.67.I questioned the rate & asked again if he was sure that was the group band rate.He lied & said yes.I even asked for a AAA rate.He said it would be even higher.Then he proceeded to CHARGE my Discover credit card TWICE for $229.67.Then he proceeded to say immediately that he was "So sorry, but that room was not available." I said,"You just charged me twice for a room that is now not even available?"He reversed the charges.Then he acted like there were no more rooms available.Then he said he "found one" but the charge would be even higher!I questioned him again.He assured me it was the hotel.He then charged me $251.12! Upon arriving to the hotel, the front desk worker said it is a scam.The real rate for the room was only $123.99, see attachtmt.We called to cancel this room.$175.78 was refunded.I am requesting the rest of my money of $75.34.Nowhere on any of the documents does it even say "Hotel Planner."The transaction was a scam.The workers are posing as hotel clerks which is illegal & fraudulant.

  

  Business response

  11/22/2024

  Greetings,

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

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

  
  

  

  Business response

  11/22/2024

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $251.12 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 

  

  Business response

  11/22/2024

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $251.12 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, 

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

  Customer response

  11/22/2024

   
  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

  11/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booked hotel room Aug 8/24.Requested cancelation Oct 8/24 by email to vendor.Received reply email from vendor confirming cancelation with message that refund would be processed within 10 business days.Made enquiry to ****** after 10 business days to see why refund was not posted to my account ( as I paid using ******). They closed the enquiry in the vendor's favor with no explanation. Sent a second enquiry to vendor directly Nov 2/24. Received another email confirming that the reservation was cancelled and that I would receive the refund within 10 business days. Again, ten business days has passed without the refund being posted to my ****** account. Vendor has not replied to my latest emails. I have made the cancellation well within the cancellation dates on their invoice.

  

  Business response

  11/22/2024

  Good Morning ********, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!
  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

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

  

  Business response

  11/27/2024

  Good Morning ********,

  Thank you for your patience! I am pleased to inform you that a full refund has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to e visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

  ******* Planelles 

  

  Business response

  11/27/2024

  Good Morning ********,

  Thank you for your patience! I am pleased to inform you that a full refund has been issued back onto the card used to purchase your reservation, please allow 2-10 business days for the refund to e visible to you. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

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

  Customer response

  11/27/2024

   
  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

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/02/2024 a hotel room was booked by mistake at the price of $332.95. This was not the price of the room booked. The site added over $100. The order was cancelled within a half hour. I received an email stating my refund would be 3-7 business days. After waiting the allotted time and receiving NO communication, after requesting phone calls multiple times, and still not receiving my refund I got my bank involved (********************). The bank did a 3 way call between myself and the booking company and was informed I would receive my refund in 2-10 business days. I received an email 2 days later stating that I would not be getting my money back. I called the company directly and was told by **** that they would call the hotel to get my money reimbursed because the hotel had the money. I called the hotel directly after and was informed that they never received the money for my room and that the third party company had to reimburse and that they never called to inquire of getting my issue resolved. I then called the company back (****) and informed them of what the hotel had informed me and also of the lies I was told regarding resolving my issue. I was told my issue would be updated and someone would be contacting me. I still have received no contact or reimbursement.

  

  Business response

  11/20/2024

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

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

  Customer response

  11/21/2024

   
  Complaint: 22573452
  
  I am rejecting this response because: this company will say they are looking into it until I accept and then send an email stating I will not be getting my issues resolved once the complaint in dropped. This company already told my bank institution that it would be resolved and I would get a refund and still has yet to provide my refund. I will not accept anything until my refund has been issued back to my account.
  
  Sincerely,
  
  ******* ********

  

  Business response

  11/25/2024

  Greetings, 

  Please be advised that we did reach out to the property and request the courtesy cancellation and were advised that the penalty will not be waived for this reservation due to the fact that the reservation was utilized. Please keep in mind that our ability to refund the reservation is based on the hotel's discretion. If you do have the name of a person at the property who approved your refund I will be happy to reach back out.

  Kindly, 

  ******* Planelles 

  Customer response

  11/26/2024

   
  Complaint: 22573452
  
  I am rejecting this response because: I have spoken with the hotel numerous times, via telephone and in person. The hotel never received any money. The room was booked and unbooked withing a half hour AND refund protection was purchased through this fraudulent website. The hotel doesn't even charge you for your room until you check out. The hotel cannot refund money they never received. The scam site hotel ************************************************* took the money within minutes of the accidental booking and will not return it. I was also informed that when this company tried to call the hotel for my refund, they never even said my name or anything to do with my refund. They called and verified dates to make the phone records look like they called on my behalf. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  11/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a hotel room for 2 nights at ************* in ********, ****. I thought I was booking directly from the hotels website. The room was listed for $189 per night. The final charge was $693, so I was charged more than $300 in fees and taxes. I did not received a receipt or itemized statement/ summary of charges. I thought I accidentally booked two rooms for that cost. I did not receive a confirmation code via email. I attempted to call the phone number listed on the website; however, I couldnt speak to a representative (the call was disconnected), and since I didnt have a confirmation code, I couldnt review my booking or cancel it. I havent been able to reach the company. This total cost is twice the amount of what the hotel would charge if I had actually booked form their website (which again I thought I was using based on the appearance of the site.) In frustration, I did a search on the company and found several similar complaints on the BBB site. I am seeking a full refund immediately.

  

  Business response

  11/20/2024

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

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

  Customer response

  11/21/2024

   
  Complaint: 22566431
  
  I am rejecting this response because:

  The company issued me a partial refund in the amount of $319.40. Refund protection ($54) was automatically added in addition to all of the other fees ($200). The protection plan is apparently worthless, just another way to get money out of people. I require a full refund of $693.11.

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

  

  Business response

  11/25/2024

  Greetings *****, 

  Thank you for your patience! I am pleased to inform you that a full refund of $638.81 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 response

  11/26/2024

   
  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

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 24th while travelling, I pulled off the road to call ahead and make a reservation with the Best Western Northwest Lodge in *****. I googled the hotel and hit call. The system said press 1 for reservations. No company name was given to indicate who I reached. I thought I was talking to the front desk but it appears that it was a third party booking through Hotel Planner. I was not asked what hotel I wanted to stay at, just whether I wanted to pay in Canadian or American. I was asked for check in and out dates. I was quoted $179. I questioned the rate and said the website shows $154. He said he booked the last 9 rooms at that rate just a few minutes ago so I could try to book, but he knows it wont go through. I told him I was a Platinum member, would that give me better price, he said he already knew that, he could see it online. It turns out he lied, no booking reached the hotel for 9 rooms. In fact there were still 6 Queen rooms available. Upon checkin, the hotel did not know I was a Platinum member and mentioned it was a third party booking (therefore I would not be receiving any points).I called the number back and talked to a reservation agent trying to figure out how I got them instead of Best Western. She told me when the front desk is busy it goes to them. The hotel tells me this is not true! I called back again a little later and said that not only had I been charged for a king room unnecessarily, but I also was charged a total of $246,62 which included $68.32 tax **************** This is 38% extra! I was never told this! This agent said they would process an escalation and listen to the phone calls. I received an email the next day asking for a screen shot of the price I saw. I sent a detailed reply and heard nothing. I called again on Nov. 6th and that agent sent a ticket to management and said I would hear back within 2 days. I called Nov. 13th to talk to a supervisor. None available, Nonexistent customer service!

  

  Business response

  11/14/2024

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

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

  

  Business response

  11/15/2024

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $68.00 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, please feel free to reach out to me personally at *********************************************************!

  Kindly, 

  ******* Planelles 

  

  Business response

  11/19/2024

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a refund of $68.00 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, please feel free to reach out to me personally at *********************************************************!

  Kindly, 

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

  Customer response

  11/19/2024

   
  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.
  

  This could have been resolved so easily 3 weeks ago instead of stringing me along, saying you would have someone look into it and rectify the situation.  Very poor customer service!

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

• Initial Complaint

  11/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I booked through Hotelplanner.com while on the road on 09/12/24. When I showed up to the hotel that night, the room that I had booked through Hotelplanner.com was not available. The hotel assured me that night that I would be fully refunded, but I had booked through Hotelplanner which is a third party. I ended up staying at another hotel that night that was NOT booked through Hotelplanner.On 10/15/24 I was reviewing my credit card statements and noticed that I was still charged $98.55 for the reservation on 09/12. I contacted ************ immediately. They reviewed my case and told me via email on 10/16/24 that I would be fully refunded within 10 business days. I waited until the end of October but did not receive the refund. At this point I felt like Hotelplanner was engaging in deceptive business practices, so I started reaching out almost daily to inquire about my refund. I probably had no less than 20 inquires submitted by phone and email but was seemingly making no progress. Emails received no response and phone calls would get me in touch with somebody that was unable to escalate my call to a manager or help.Finally I was at my wits' end and I came to the BBB where I found ********* contact information and made some progress. On 11/08/24, ******* responded to tell me that I would be refunded $88.47 which I did eventually receive. After that I received no further correspondence from ******* despite outstanding questions.Yet I still feel obligated to report this transaction to the BBB for several reasons. Why is ************ selling reservations for rooms that aren't available? Why don't they process refunds in a timely manner? Why was my refund still shorted by $10.08? Why is it so difficult to get answers from an accountable person at the company? I get the overwhelming sense that this is a highly sketchy company. I feel like they rely on people not noticing charges or giving up out of exhaustion to scam consumers out of money. They should be looked into.

  

  Business response

  11/12/2024

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

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

  Customer response

  11/14/2024

   
  Complaint: 22545370
  
  I am rejecting this response because: Still awaiting their answers and resolution.
  
  Sincerely,
  
  ****** *******

  

  Business response

  11/14/2024

  Greetings, 

  Thank you for your patience! I am pleased to inform you that a full refund of $98.55 has been issued back onto your card, 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

  11/15/2024

   
  Complaint: 22545370
  
  I am rejecting this response because: My personal complaint can be considered resolved, but I believe this company should be closely monitored. I shouldn't have to go through a third party like the BBB to get a refund processed. ************ even agreed to refund me on 10/16/24, but for some reason it still took a full month to get them to follow through with it. This is not a normal way for a company to conduct business. I am finally happy with my resolution, but am still highly skeptical of Hotelplanner's business practices. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the evening of September 25th, 2024, we learned that our daughter was in the *** at **********************************. We booked a room at the ************ in ******** from ****** for $96.59 on the basis of proximity to the hospital. When we arrived, we discovered that it was a filthy, run down, and uninhabitable place. The room looked like it hadn't been cleaned in months. The toilet had a ring of dirt around the water line, and the floor was filthy. Within 4 minutes, I returned to the front desk and requested a refund. I was told that it had been booked through ******* and that ******* would have to issue the refund. We were shown a booking sheet with the name Expedia on it. I knew that I hadn't booked through Expedia, but we needed to return to the hospital, so I couldn't pursue the situation further then. The front desk clerk said he would confirm that we hadn't stayed there. We got an email from ******************************* on 9/27/24, saying that our request for a refund was being considered, but have not received any further communication. Though it is the motel's policy not to give refunds, that should not apply, since we did show up and would have stayed had the place been clean. It is quite shocking that such a place can get a business license in ********. I sent them the following email on 10/2/24, and received no response by my stated deadline. I'm therefore contacting BBB for assistance.Our email of 10/2/24: We demand assurance that you are reimbursing us in full for this absolutely filthy motel room, that we were in for approximately 4 minutes as we determined that it was not suitable for anyone's habitation. We will take all appropriate steps if this is not done before 5 pm on Friday, October 4, 2024. You are not authorized to use or sell our information, and we also require assurance that all records are deleted from your system. Sincerely,***** and ******** *****

  Customer response

  10/31/2024

  I did three screenshots of the invoice because my protonmail's encryption won't allow me to copy/paste into a word document. I hope this suffices! Thank you for all you are doing to help with this. 

  Customer response

  11/03/2024

  Attached is proof of my payment to States Motel. Please confirm that you received it. Thanks!

  

  Business response

  11/14/2024

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

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

  Customer response

  11/14/2024

   
  Complaint: 22384205
  
  I am rejecting this response because: It has been 50 days (September 25, 2024 until November 14, 2024) since I requested a refund on this filthy motel room which we could not make use of. These vague assurances that the request is being considered are clearly nothing but avoidance tactics. No response from this business has been at satisfactory. I require a message telling me that a refund is forthcoming and when I can expect it. 
  
  Sincerely,
  
  ******** *****

  

  Business response

  11/20/2024

  Greetings, 

  Thank you for your patience! Please be advised that we did reach out to the property and request a courtesy refund and were advised that it would not be possible for this reservation, please keep in mind that our ability to refund the reservation is based on the hotel's. As a courtesy we have issued a voucher of $50.00, to make use of your credit (voucher), you can do it through our website, ***********************************, or directly by calling our customer service lines at ************** or **************. If you have any further questions or concerns, please feel free to reach out to me personally at ******************************************************************!

  Kindly, 

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

  Customer response

  11/20/2024

   
  Complaint: 22384205
  
  I am rejecting this response because: The business that booked this filthy motel room (HotelPlanner) owes me a full refund. I and my husband could not use the services of the squalid and filthy States Motel that they represent as serviceable. It is not. We negotiated the fee for this disgusting place with HotelPlanner, not the States Motel. HotelPlanner is therefore responsible to issue a full refund. The proposed "voucher" is a completely unacceptable resolution to this situation. I firmly reject it or any other proposed resolution that falls short of the full refund we are owed. I am shocked that, after two months, we have yet to receive that refund .
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  11/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/7/24, I made a hotel reservation for 10/11/24, through what I believed was Regency-Hyatt & purchased cancellation insurance at that time. I had previously booked a separate room for 10/12/24, but made the second reservation for the 11th as a precaution because my wife had been stranded in *******, *******, due to a flight cancellation caused by Hurricane ******. I wasn't sure if she'd need to book a flight to ******* on 10/11/24.Fortunately, on the same day I made the second booking, my wife secured a flight home. As a result, I began the refund process on 10/7/24, using the ************** provided in the cancellation insurance confirmation.However, by 10/11/24the day of the bookingI hadn't received a response regarding my refund request. I called the hotel directly, & the representative informed me that cancellations & refund processing needed to be handled through the third-party company, *************. Following this advice, I contacted Hotel Planner via phone & followed their automated process to confirm the cancellation of the 10/11/24 reservation. Although the room was successfully canceled, we still did not receive any confirmation that the refund had been processed.After allowing sufficient time for the refund to be issued, I logged into the Hotel Planner website for further review & discovered that my refund request had been denied without a clear explanation.On 11/7/24, I found a contact number for Hotel Planner & spoke with a representative. They confirmed that they had reached out to the hotel to verify the cancellation, & I later received an email response stating that the hotel confirmed the reservation was used on 10/12/24. Based on this, the representative stated that no refund would be processed.However, as mentioned, the 10/11/24 reservation was entirely separate from the 10/12/24 reservation. The two bookings were for different dates, & the 10/11/24 booking was not used, so I believe I am entitled to a refund for this reservation

  

  Business response

  11/12/2024

  Greetings, 

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

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

  Customer response

  11/13/2024

   
  Complaint: 22536976
  
  I am rejecting this response because the desired outcome has not been reached.
  
  Sincerely,
  
  ****** *******

  

  Business response

  11/14/2024

  Greetings, 

  Thank you for your response and for 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, which is emailed to ***************************** // CC: ******************************************************************.

  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 the card
    Amount of dispute

  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. 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, 

  ******* Planelles 

  Customer response

  11/15/2024

   
  Complaint: 22536976
  
  I am rejecting this response because we opened the dispute due to a lack of response from Hotel Planner.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  11/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a hotel in *********, Tn through what appeared to be the direct Marriott site. I went to ******** website found the phone number for the hotel and called callef the hotel front desk from the website to make reservation and was advised by the front desk , I could get a better rate if I booked online. From the same website page I made the reservation. The ******** website actually routed through a 3rd party for the reservation. After the reservation complete and the confirmation was confirmed there was an additional tax and recovery fee of $60.10 per night which I did not select or agree to. Upon calling the hotel directly with regards as to why there was a tax and recovery fee that was almost as much as the nightly rate, I was informed by the hotel that the reservation did not come directly through Marriott*** and they were not aware of additional charges and I would need to contact the 3rd party. I called the support line and and ask if I could get a breakdown of the recovery fees as well as informed them I had not agreed to other charges. Multiple support agents advised it was a recovery fee but had no details. I then ask for a full refund and was advised they were not authorized to do so and the escalation team would look into the issue and reply. I advised I wanted to cancel the reservation with them due to them basically ripping me off on the tax and recovery fee. The 3rd party put me on hold and claimed to reach out to the hotel directly, to ask if the hotel agreed to cancel my reservation so that I would be fully refunded. ******* times I was told the hotel did not answer the phone so I called the hotel ftom another phone, explained the situation and ask they stay on line while I requested the 3rd party to try calling the hotel once again. Again, I was advised the hotel did not answer, however the the hotel never received a call. This is a high level scam that has received hundreds of complaints for the exact same issue.

  

  Business response

  11/13/2024

  Greetings ******, 

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $58.00 has been issued back onto your card, 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 response

  11/14/2024

   
  Complaint: 22535205
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Customer response

  11/14/2024

  The refund is not half of what the charges were.  My original request was I would like to know what was included in the recover & Fees charge.  I have yet to receive an answer to that question.  Total charges for recovery was ******.  I would like a breakdown of what is included in those charges.  At minimum, I expect ****** refunded but I also see where multiple quest received a full refund for the same experience.  How do you pick which guest are allowed a full refund and which are not.  I didn't get any info as to what the $58.00 refund was for.  At minimum, I should receive another *****.  I prefer the entire purchase $297. I was in town with my partner who is in ******************* waiting to have heart surgery and I spent over 4 hours trying to get an answer from your support team.

  

  Business response

  11/15/2024

  Greetings ******, 

  Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a refund of $58.00 has been issued back onto your card, 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 

  

  Business response

  11/15/2024

  No further refund will be issued 

  Customer response

  11/19/2024

   
  Complaint: 22535205
  
  
  The refund is not half of what the charges were.  My original request was I would like to know what was included in the recover & Fees charge.  I have yet to receive an answer to that question.  Total charges for recovery was ******.  I would like a breakdown of what is included in those charges.  At minimum, I expect ****** refunded but I also see where multiple quest received a full refund for the same experience.  How do you pick which guest are allowed a full refund and which are not.  I didn't get any info as to what the $58.00 refund was for.  At minimum, I should receive another *****.  I prefer the entire purchase $297. I was in town with my partner who is in ******************* waiting to have heart surgery and I spent over 4 hours trying to get an answer from your support team.
  
  Sincerely,
  
  ****** *****

  

  Business response

  11/19/2024

  No further refund will be issued
  

  Customer response

  11/19/2024

   
  Complaint: 22535205
  
  I am rejecting this response because:  I still have yet to receive a detailed breakdown of what the recovery & fees charge includes.  I can see multiple complaints on BBB regarding the same issue.  As I see it, these are fraudulent charges and have been turned into my bank as such.  I request information regarding the charges.  I didnt get the information.  I received a $58 credit with no explanation what the refund covered.  Total fraudulent charges to my card was $120.20.  I did not approve those charges and have not received a breakdown of what those charges were or what was included.  The $58 dollar credit. And with no explanation as to what was credited and there is still $63.20 of fraudulent charges remaining.  I requested a full refund due to the amount of time and effort I have put into simply getting a breakdown of those charges.  I also see where full refunds have been issued to other consumers for the exact same issue.  I would also like to understand what qualifies some consumers for a full refund and not others.
  
  Sincerely,
  
  ****** *****

  

  Business response

  11/22/2024

  We dont have an option for a receipt that shows the breakdown of the taxes and fees.  I have provided her with a full receipt showing the nightly rate, taxes and fees, and room total.

  Customer response

  11/22/2024

   
  Complaint: 22535205
  
  I am rejecting this response because:
  
  Providing me with a receipt that doesnt describe the fees doesnt help anything I had that when I booked the room. When you have a room right of $85 theres no way taxes and fees should be 60 more than half Of the room rate.   My question was what is the recovery fee? Im asking the BBB to please flag this business has such the majority of every review has the same complaint. I have now bogus extra charges on the bill and when you go through the website website, theres nothing at all about a recovery fee.  If you cant break down the taxes, recovery and fees, what was the $58 credit for?
  
  Sincerely,
  
  ****** *****

  Customer response

  11/27/2024

  This business DID NOT address the issue at all.  I hav ask for a simple explanation of what is included in the recovery fee.  I understand the business stated they were not able to print a detailed receipt that breaks down the fee.  At minimum, since there is no mention of this fee at checkout, the business should be able to verbally provide an explanation of what is included in the fee.  For an $85 per night room rate.  It is unheard of to have $60.10 tax per night.  They refunded $58 dollars but provided no explanation as to what the $58 dollars was for.  Also, I can see from the reviews on BBB this is a scam this business often runs

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 9, 2024, I made a reservation at ********************** by Marriott Lancaster for November *****. While making this reservation, I asked about the cancellation policy. I explained that we will be there for a soccer tournament but my son was injured and we were not sure if he would be able to play in the tournament. I was told if I needed to cancel we would get a full refund - which is why I made the reservation. On October 21, 2024, I called the ********************** by ******** Lancaster to cancel the reservation. I was told I did not make the reservation through the hotel but a third party which was Hotel Planner. I was never informed that my reservation was not made with hotel but with a third party. When I contacted Hotel Planner, I was told I would receive my refund in 10 business days. It has been 14 business days and no refund. On 11/7/2024, I contacted Hotel Planner and the representative said I was only going to receive 50% of the $773.20 I was charged. I called back about 10 minutes later to speak to a supervisor and the representative told me my reservation was non-refundable. When I spoke to the front desk representative at ********************** by ******** on October 21, I was told that third party companies have similar looking websites as hotels to deceive people into thinking they are booking with the hotel. I want the full refund I was told I would receive if I needed to cancel.

  

  Business response

  11/08/2024

  Greetings *******,

  Thank you for reaching out to us. We wanted to let you know that we are currently working on your reservation!

  Thank you for your patience and understanding. If you have any immediate questions or concerns, please feel free to contact us.

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

  

  Business response

  11/11/2024

  Hi *******,

  I come bearing happy news! I am pleased to inform you that a full refund of $773.20 has been issued back onto your card, 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,

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

  

  Business response

  11/13/2024

  
  

  Hi *******,

  I come bearing happy news! I am pleased to inform you that a full refund of $773.20 has been issued back onto your card, 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

  11/26/2024

   
  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,
  
  ******* ******

*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. ↩