HotelPlanner.com

I reached out to HotelPlanner through the email address and asked for assistance regarding needing to cancel our reservation. I needed direct contact as, the other thing I discovered with our reservation was, it had a "no changes, no cancellation" clause. Considering the world events being out of our control, I hoped for a change of heart on behalf of the company. I sent a couple of emails and received what looked like an "auto reply." I left 3 phone messages after waiting on hold each time for 10 minutes. I did in the end, through frustration, have to make a threat of going "public" with my issue, but really wanted to resolve it through direct contact.

That's when I was contacted by Miurica ** in the customer service department. She was very helpful and answered the questions I had, and in the end she was able to cancel the reservation without losing the money that was paid. Although it wasn't refund, the voucher that was offered was increased in value by an additional 10%. I appreciate the work Miurica did on our behalf and we are looking forward to putting the voucher to use once things start to get straightened out in the world. Thank you again Miurica.

I understand that every company has their own policies when it comes to late check ins and I understand that the Hotelplanner employees I initially talked to did not write these policies and they have to abide to the company rules. However, I felt like the situation was made way more complicated than it could have been. I was told that my late check in request had to be sent to Hotelplanner’s “reservation agents” and that they would have to contact the hotel to negotiate what would be possible. I was promised to get an email about my request and would be updated.

I decided to call the hotel myself and I was simply told that the hotel doesn’t have an issue with a later check in, but since my room was booked through an agency, the agency needed to make the adjustment. The 2nd time around when I called Hotelplanner, I had somebody on the phone who clearly didn’t care, and I was told the same thing the first person at Hotelplanner told me about the reservation agents.

Another day passed by, 2 days before my initial check in date, and I still hadn’t received any email about my late check in request. I decided to call Hotelplanner one more time and luckily I got Karen ** on the phone. I explained Karen my situation and told her that I didn’t care about a refund, I just needed to make sure that I can check into the hotel 3 days later. Karen told me she would check with the hotel and she would call me back 15 min later. 5 minutes passed by and Karen called me back to let me know that everything was fine and that I was all set.

I would like to give Karen ** huge compliments for making this whole process so efficient and easy for me. Had I stuck to the first 2 people that I talked to, then I would have probably not booked with Hotelplanner ever again, but after seeing how Karen handled the situation, I can say that I will definitely book through Hotelplanner again.

Vsevolod

I first tried calling Days Inn directly but they couldn’t do anything because I had made the reservations through HotelPlanner.com. So I tried calling twice and couldn’t get to talk to a person. So then I saw the live chat and tried that. April came on and talked for a little bit but then somehow I got bumped off of live chat. Now I was really frustrated.

I clicked on live chat again and got Karen. She said she had seen my live chat and asked for a phone number to call me. She called me and within 3 to 4 minutes she helped my frustration reduce greatly. I could finally explain my dilemma of needing to cancel one of the 3 rooms and also add a night to one of the other rooms. Karen not only was able to add a night to one of the rooms but also to get the cancellation fee waived.

Wow Karen. I owe you a huge thank you. Thank you so much for helping someone who’s not use to this online stuff and feeling very frustrated not at Karen but at the situation I was dealing with. And I’m sure she could hear it in my voice. Within it seemed like minutes Karen had emailed me with great news!! I appreciated her prompt attention to my crazy situation. Thank you HotelPlanner.com for being willing to waive the fees for the cancellation. I am forever grateful and believe me I will definitely be using this website again to make reservations!! Karen and also April you have made my day today!! Thank you!!??

Unfortunately, three weeks before my trip, I was informed that my father was diagnosed with advanced colon cancer and would begin chemo treatment immediately. I was advised to not take the trip, because he would be sedated and lethargic and unable to share in our planned activities. Even visiting him at the hospital or at home was not suggested because of his confusion and discomfort, until a few months later once his treatment condition had stabilized.

Of course, that meant changing my HotelPlanner reservation, which was officially a "non-refundable" prepaid booking. Once Sarah, learned of my situation, she empathetically considered the regrettable family feelings involved and gathered all of the facts. She then diligently devoted herself to resolving my request for a cancellation and refund due to a completely unexpected and tragic turn of events.

Sarah kept me abreast of developments through kind and professional messages. Eventually, her efforts were successful and enabled me to save money that will be used to provide financial support to my father during his treatments. Although we were not able to share each other's presence, by paying some of his medical and homecare expenses my contribution is appreciated. Thanks Sarah for Caring!

I had explained how the Knot.com had misled us and steered us toward booking a more expensive room, away from the wedding party and no shuttle service to the reception. My husband had spoke with Ms. Sarah ** and she helped us not only resolve the issue but cancelled the reservation and promised a full refund for the more expensive room that we were steered to through the internet service. We appreciate Sarah's diligence and follow up on our behalf.