HotelPlanner.com

On August 16, 2022, I reached out to what I believed was Homewood Suites to secure a two-night stay for an upcoming memorial service. The agent I spoke with quoted a rate of $500 per night, which I found excessive. They then offered to find an alternative accommodation, presenting a more affordable option at $584.70 for two nights. Assuming they were still Homewood Suites, I accepted. It was only after booking that I realized they were a third-party service. The confirmation email from 'lodging support' was the first indication of a 'nonrefundable' policy, which was not mentioned during the call. Subsequent communications seemed to originate from the same third party. Upon arrival at the hotel on August 19, the conditions were deplorable, prompting me to cancel my reservation immediately. Despite this, I continued to receive messages from the hotel on August 21, suggesting my reservation was still active. I contacted the booking agency to cancel but was met with silence and no option to speak with a supervisor. Despite their assurances, my credit card was charged, leading me to dispute the charge. The agency's lack of transparency and refusal to provide access to a supervisor for resolution demonstrates their fraudulent practices.

I pre-paid for a room at Holiday Inn Express for Friday, July 22nd, for a one-night stay on August 6th-7th. A confirmation email confirmed my reservation, and I received several reminders up to the morning of August 6th. Upon arrival, I was informed that my reservation, made through getaroom.com, was canceled due to overbooking. Despite seeking a refund, getaroom.com delayed for 10 days, insisting on hotel approval. The hotel consented, yet getaroom.com refused to refund the $177.22, claiming a non-refundable policy post-reservation date, despite not securing my room. Their policy states cancellations before a specific date are refundable, and since the hotel received the reservation as canceled, it was effectively canceled when I paid, unbeknownst to me. I insist on a full refund, as I was misled about the reservation status. I've provided confirmation emails and their policy, with personal details redacted according to Complaintsboard.com's policy, and can supply the original documents if needed. This complaint is directed at the correct site.

Complaint Details we made the reservation thru Hotel Planner 11:30 pm 09/09/2022. We were traveling for a family illness. We got to the hotel around 12:30. My daughter in law made the reservation but my card was used for the charges. Her name is *** 1. We pull up to the hotel and there's a lady at the opening of the parking lot asking each car pulling in if they have a lighter. 2. The parking lot is FULL of craters you have to dodge or else get a flat tire. 3. The clerk allowed us to view the room FIRST. We open the door and there are roaches in the room. We look at the beds and the linen is visibly dirty and soiled. 4. While on the parking lot near the room another lady is propositioning a man in a white truck. She gets in the "back seat" and they drive off. We go back to the front and decline to take the room and give her the key back. She doesn't offer us another room or to even try to clean that room she only says to just call and let hotel planner know we didn't take the room and request our refund. We call the reservation number and are told they will need to speak with the hotel to confirm. We wait for them to call us back and 15 minutes later we call to check and see told they can't reach the hotel. I call the hotel 13 times and noone answers. I drive ALL the way back to the hotel. The lady who was asking people if they had a lighter was in the lobby talking to the clerk and she's standing behind the glass. I asked her if the reservation line had called and she says "they haven't called me yet". I told her we've been trying to reach her for over 15 minutes. I dial the hotel number and it rings... she says " oh that's you?". We call the reservation line while standing there and she lies to them and says "they didn't like the room". I couldn't hear the rest of the conversation but my card STILL has the charge for a room I never did more than just look at. Hotel planner declined to refund because they can't reach anyone at the hotel.

Our son was called to duty, and we live in a US town. Due to severe weather, we took him early to his duty station. On January 16, seeking a hotel, I found 'The Courtyard' online. I called to inquire about a military discount. The representative said they didn't offer one. At the hotel, a kind employee thanked my son for his service and offered a special rate. I mentioned the online info was different. On the 24th, I called customer service for a refund. They confirmed a full refund would be processed in a few business days. Despite multiple calls and misinformation, I'm still awaiting the refund and a supervisor's call back.