HotelPlanner.com Reviews

I had to cancel a reservation due to Covid and the hotel was not allowing me to cancel and was trying to take the full amount. However, your team was so nice and helpful during a stressful time while the Hotel was being unreasonable. Can't thank them enough for the time and effort they put into helping me get this resolved.

I had a booking this week and when I checked out my charge was in US dollars. I emailed my displeasure and requested a phone call back and I received a call and forwarded my concerns. I received a few emails with a resolution which was not near what I was looking for. I made a suggestion and it was accepted. It was a quick resolution and my contact was professional and quite delightful.

Hotel Planner was great with their service when I needed. Had to cancel a reservation last minute due to a family emergency. Their customer service agents responded immediately, took care of the canceling the reservation and provided a full refund.

We reached out via The Knot for a group reservation hotel inquiry with the Newport News Marriott at City Center. Shortly after, I received an email from the account manager, Bryan **. He informed me that he reached out to the Marriott hotel manager and provided me with the hotel rate. He stated that he was in the process of trying to get us a better rate and would be in touch. He followed through with this request and provided us with a lower rate for our wedding guests. He helped set up the room block with the Marriott so that we could start sending out the information to our guests. It was very generous of him to try and get a lower rate than the initial rate, because it ended up working and we felt relieved to be able to offer our guests such a reasonable rate among other expenses that they would be paying for, especially since many of them were traveling/flying to be here for our big day.

I had an issue concerning a reservation that I made through a wedding website. I worked with Adrianna **, a Customer Service Representative in Lodging Support, to resolve the issue. Adrianna could not have been more helpful and more prompt in helping to resolve the issue very favorably, and I really appreciate all of her efforts. She was terrific.

Hi. Reginette ** was amazing! I had been stressing about my cancellation and canceled due to covid. She went above and beyond to get a resolution and did it fast! I kept emailing and did not get any answers until I dealt with her. Wish I would have dealt with her immediately. Thank you so much! Will now use you again!

My family had a last minute need for a hotel with lots of space and a kitchen. We were able to find a great deal and book it very simply. I have used a lot of travel sites and this was by far the most intuitive and user friendly. After booking, we realized that the dates we chose were not ideal for our stay. So I sent a message to the customer service team late that night, and woke to a response from the very pleasant Karen ** who was extremely helpful. Not only was Karen prompt in her reply, but she also called the hotel on our behalf and got the dates changed for us, on the day we were supposed to check in! If you want to travel without hassle, and have support when you need it, this is the place.

You did not make the reservations you charged me for. I had to pay at the desk when I arrived and discovered I was overcharged on the price of the rooms. The phone numbers for resolution appear to be intentionally unresponsive. I was promised a refund via email 30 days ago that never happened. This appears to me to be a criminal enterprise set up to scam customers and I would recommend consumers steer clear.

The stay at the Homewood Suite Hotel began the evening of September 8, 2021. Our rooms were very nice and clean, the food service was very good and the service personnel were exceptional. All in all our experience was excellent and we are coming back.

This is a review of Karen **, who helped me out after I discovered that there is a discrepancy with my reservation, (3) days prior to checking-in to Hyatt Place Hotel in Long Island City NY. I've learned that there was only (1) room reserved for my family, when back in April 2021 I reserved (2) rooms with Hotel Planner. As soon as I called for support in regards to the situation, Karen went into action to get my concern resolved. One day before my family checks in, (2) rooms were confirmed reserved to us. Then, when we checked-in to the hotel, the hotel charged us the second time, even though we paid Hotel Planner way in advance. Again, I messaged Karen about the situation, and she resolved the problem expeditiously.

I am quite pleased with the help I received from this service. I tried to do this online, and couldn't do this at the website, so I had to email for help. I would definitely go this route again if necessary.

I had to cancel my reservation one week before an event that I had booked three months ago. I had called into one of Abigail's reps to see what the cancellation policy was and after hearing me out, they ended up completely refunding my reservation. This was an extremely appreciated gesture from Abigail and her understanding of my situation will not be forgotten and likely earn future business from me. Garrett.

Was unable to stay at a hotel due to a medical emergency in my family. I asked for a refund and was told I would receive it. I finally got it yesterday. I will definitely use Hotel Planner again. Thank you.

Booked a room on phone with 2 queen beds for our stay at Windsor and when we reached hotel, we were given one king bed. Tried calling customer service. Phone got disconnected twice and nobody called back. I called again and agent spoke to receptionist at hotel but they had no other room available, so they put extra cot that didn’t help. We just had to manage and this whole process took 2 hours and when we went out for dinner most of the places closed. It was horrible experience. Person named Peter promised me compensation on reservation as they did not give what we paid for. But it’s been 2 weeks now that I am calling them again and again and still issue is not resolved and Money was already taken away from my account without any compensation. My vacation was ruined because of this company. Please do your homework before you book with them.

They checked me into a dirty room twice. Then security comes in and tells me that they have loitering going on and they had to kick people out. Did not feel safe to stay there so we left. Only there after being an hour. Then a month later I get a letter letting me know that I’m going to get a refund within 14 days and that was on July 28, 2021 and I have not yet seen a penny from them and nobody is returning my phone calls. I do not recommend the Red Lion. They lie. They tell you what you wanna hear and after you leave nobody wants to talk to you let alone even return a phone call and if they do send you a letter or an email don’t believe it because they lie. Again I have not seen one penny.

I spoke with an agent when our tournament was canceled, and I received a confirmation email that it was cancelled and that I would be refunded. I have not yet been refunded. I have attached the original reservation, as well as the cancel confirmation.

This is the worse customer service ever. They lied to me, then would not refund money. Beware, do not use this company. They told me I had until midnight to cancel, then tried to tell me I'm too late to cancel. After listening to the conversation they realized they were wrong, but never refunded me the money. I need money back. Horrible, horrible,

Booked three rooms and paid for them on January 24, 2021 for our daughter's wedding the weekend of 09/11/21 at the Hilton Anatole on Stemmons in Dallas, Tx. These rooms were non refundable. When we arrived on check in date on 09/10/21 only hours before the rehearsal dinner we were told by the Hilton that the rooms had been canceled. After hours of telephone calls to Hotel Planner and fighting with the Hilton Anatole we were forced to book to new rooms at higher rates and PAY FOR A SECOND TIME. Each blamed the other and no one could tell us who cancelled these non refundable rooms. We even received a text at 3:45 pm from the Hilton Anatole Welcoming us to these prepaid rooms during this period where each blamed the other. IT WAS AN EMOTIONAL DISASTER. AVOID BOTH OF THESE COMPANIES AT ANY COST! I have been unable to find out the economic agreements that the two of these companies have.

I made reservations for On 8/4 for the dates of 9/23-24. And was given price of 394. Then I said I needed to make sure I could cancel if my grandchild was born. The guy says then it would be $441. He said I would have until midnight on the 22nd to cancel and get a complete REFUND (not voucher).... I call and cancel on 4 DAYS LATER 8/9 and he tells me ok I would be refunded within 10 days... I’ve made SEVERAL phone calls because I received email stating I had a voucher!! I DO NOT want voucher... PLEASE.... I need you to refund my 441.00 to my card....

I had a problem with the hotel that I booked. It seems there was no hot water, we were told that at check in. We had to move to another hotel. Heather ** from your company was very helpful and straightened out my problem very efficiently.

I had scheduled to check in on the Sunday evening. I got there on Sunday evening and I was told that my reservation wasn’t until Monday night so I did not have a room and they did not have a room for me. I was very upset and I do apologize about that but I went to another hotel and got another room which was more expensive. I do appreciate the refund very much. Thank you.

I booked a Motel with this company. It was paid in advance. Upon arriving to check in we were asked to stay outside during shift change. It was very hot and humid and not a pleasant experience. The wait was approx. 20 mins out in the heat. We checked in and promptly was asked to sign a waiver stating that if we caused any disruptions we could be asked to leave. The clerk also made it a point to say that did not allow any shady people to stay there.

I had a reservation canceled and I still have not received my refund dated 08 17 32. Today is 9 8 21 what to know where is my refund. This booking was a mess up from the start from your end and cost me a lot of money. When I went to the motel there was only one room booked. Had to pay extra. Show the motel my receipt but if it wasn't in their computer was told there's nothing they can do.

It took a few days to receive a response for my query, but once the representative contacted me they quickly resolved my issue and provided me a full refund. They were able to give me the refund despite the hotel employees themselves being relatively unhelpful and unresponsive. It made my day to receive the resolution.

** This reservation was back in July 6 2021! I still have not received my refund after 3 different times being told “give it 2-14 business days”! Including in an email! Also my total return should be about $407 not $350!!!!

I Made reservations for a trip to Boston, just before COVID. Reservations.com was so easy to work with in cancelling. Now 17 months later, they have been rock stars, getting a full voucher to me without any hassle. Shout out to Reginette **!!!!

I totally appreciate the help Laurie (Lodging Support) has been to me. Very kind and friendly to work with and also very understanding. Sometimes a person can experience a bad situation but it did not happen with Laurie, Thank you.

We had rented a motel room near to where I was to have a medical procedure performed expecting that it would support my medical needs. We arrived to a facility that was under renovation and extremely unkempt and was not acceptable in general let alone people having medical procedures performed. We called the reservation line and informed them of the conditions at the motel. They apologized for our difficulties and assured us that we would be given a full refund. Days later after we returned home we had not heard or seen anything regarding any refund so we emailed the service and received a response the following day assuring us of a full refund. We have since received our refund and they removed the motel from their referral list. Want to thank all involved.

We booked a hotel through your service, was charged a non refundable fee on our credit card, the Holiday Inn Express was never told to reserve the room. Therefore we had no place to stay for an out of state wedding. We had to drive 3.5 hours home that night because all local hotels were booked. No one apologized, no one had an explanation of how it happened, nothing was offered other than a refund. Now that refund could take up to 3 weeks to post on a credit card bill. Completely unacceptable customer service. Will never book a hotel through a third party again, especially this Hotel Planner service.

I had a bad reaction to the Covid vaccine the day before leaving from Moncton to go to Dartmouth, NS. At first I was told I could not cancel. You allowed me to cancel the trip without penalty. Thank you for that!

The customer team greatly helped us in resolving some issue with reservation cancellation. Even though we had to go through a series of series of emails back and forth, each time the response was prompt and caring. We are satisfied with the process.

On July 7 I called to make a room reservation only to have phone line disconnected. I called back naturally with a new rep to place my reservation only to find out that original reservation was placed and now had 2 rooms. Long story short it took almost 2 months to resolve with my credit card involved, and the help of Julian ** to resolve this issue. My Thanks to Julian!

The policy I read on my reservation was that I had 24 hours to cancel or modify. I tried and nobody responded. I spent weeks attempting communication via phone and email to no avail. Eventually I had to wait for 2 hours on the phone to be told I couldn’t modify my reservation, I had to cancel. I was a promised a refund would post within 7 days. I then got an email a few weeks later stating that I would get credits. I had to fight on the phone AGAIN. I conferred with a lawyer and told them I would escalate the case and my refund was posted that very week. I will never book through this third party site again. Horrible, misleading information.

Had to cancel due to Covid complications in the last week. Was happy to get credit for the cancellation. Event is rescheduled for spring. Will attempt to re-book when the new schedule is noted. Thanks for the help with this matter. Will keep you in mind for future travel needs.

I had a reservation with hotel Hilton Garden inn in May 24th and this reservation was already canceled on the same day after finding out that the room was not government approved for new travelers coming to Canada. I talked with the hotel and booking.com for a full refund and they agreed to do this without any penalty. I only received a partial refund with a missing $218. They told me to contact the company that charged me this amount which happened to be Hotelplanner. I talked with one of their representative and she told me that the refund was processed and I should be receiving my payment within 10 business days.

Thank you so much for my refund of a hotel reservation that I could not keep due to illness. I spoke with Laurie who was very helpful. Thanks again Hotel Planner. In the future I will rely upon you for my hotel reservations.

I made a reservation at the Bayside hotel in Pinellas Park and the information said FREE CANCELLATION. NO CHARGE FOR CANCELING. Only to find out that you charged my Visa card 29. 95 for service fee and taxes when I hadn't even stayed there. That was such a ripoff and a scam. Had to argue to get this headed back to my credit card since my reservation wasn't till the end of September. I guess they don't understand the word free cancellation.

On June 22 2021 I called the hotel in Cheyenne Wyoming to cancel a reservation we had made. The hotel manager approved the refund, but upon review said that it had been booked through HotelPlanner.com and we would have to contact them to receive the refund. I called them and they put me on hold while they called the hotel to confirm the refund. They told me that the refund would be made in 7 to 10 business days. That was over 60 days ago. I was told after calling HotelPlanner.com again that their financial services was being handled by Zendesk. I don't know how you count business days but I'm tired of being lied to and I will never use HotelPlanner.com again.

Thank you for your assistance. It was greatly appreciated. Sadly my sis won't ever be coming to visit me in Idaho...Her cancer has progressed and she's very very ill. But we may use your services again with other family members, God willing.

I had reserved a room for 2 days for 8/26 + 27th 2 queen beds with a recliner in a handicap room in Coralville, IA. I got to the hotel around 7pm & was told I did not have any reservations. Wow. I was upset so I went to my car & called the # of the place I reserved this room. I gave my confirmation # & was told yes I did have a reservation. I told her I was told no they had none in my name. I was then told to hold, she came back & said they would resend the reservation. I was to wait for 30 minutes & then go back in the motel & it should be OK. Well that wasn't the case. The motel now told me it was canceled.

Thanks for everything. We appreciate the promptness, and friendly customer service, and we are very happy with the end results Yes, we would definitely recommend it to friends and relatives in the near future. Also we are looking forward to using your services soon maybe Christmas. Sincerely, Glennis ** and Debbie **

After canceling my reservation I was informed that I would receive a refund per conversation and email!! To date I have not received the refund! Is this a problem or an oversight on your part. Please advise me ASAP! THANK YOU.

Arrived in Fairfield, LA to find our reserved rooms were not found. So found # for Ottumwa hotel (local #). Ends up I am talking to 3rd party. Get to the hotel and they have no reservations. So purchased again. I have received refund from your co. and you withheld $100. What an outfit. Will NEVER use 3rd party again.

I want to thank you for giving me a refund. I know you did not have to and I really appreciate it. We were worried about the rise in Covid/Delta cases in Dallas and cancelled. We will book again soon. Patti **

I contacted your office the day I received notification that Royal Caribbean cancelled our cruise from Honolulu. We had booked 2 nights with your company. I received emails that I would receive a refund in a couple of weeks. My husband received his, I never received mine. I disputed the charge on my card with American Express, and they gave me the credit. Today I got an email that your office is telling them I DON'T get the refund. Now they are charging me again. I have numerous emails from your company telling me the refund was in process. It appears both order numbers were combined into one, and only one was refunded. I want the refund that I am due.

Thank you so much for all the help getting my reservation refunded. It is hard when you get older and have health issues to make plans ahead. With my husband's numbers being out of whack I really didn't want to travel 2 hours up north not knowing where medical facilities are located, especially on a holiday weekend. Once again we appreciated all your help in helping us get this cancelled and a refund.

Updated on 9/21/2021: This is my second review of HotelPlanner.com and their customer service. After responding to my first complaint, by offering to issue my refund, they have yet to do so. It does not take 3 weeks for a banking institution to process transactions. Customer Service representatives have been polite, but they tell you what you want to hear. They don’t mind publishing their intentions, however do not follow through. Buyers Beware!!

Thanks for your help and understanding. I thank you for your professionalism in helping get this matter resolved. It was a confusing event and your staff helped make it easier. The process was helped along with understanding. Thanks!

I was dishonestly provided with information that I would not be billed until Check in and then was billed 31/2 weeks prior to check in for a trip and reservations that were made tentatively in case I travel at that time. I appreciate your effort in cancelling and refunding the reservation and billing that should not have occurred.

While on vacation, I had to cut my visit short. Staff was professional, attentive, knowledgeable, kind and very helpful in attempting to assist me with receiving a partial refund. I was treated with respect. Thank you Karen C. for assisting me in a timely manner. And thank you for following up.

Staff were very understanding of my recent positive Covid test. Staff were willing to work with me to cancel my reservation. Polite and made all appropriate connections to help me. Thank you for your help and understanding. Much appreciated.

It's not right that you hold people's money that long. The money for the motel came out in minutes. When I was told that I couldn't get a refund until 3 weeks I don't think that's right. I don't think that's fair. You need to change your business practices if you want to stay in business.

I had to cancel my reservation. The agents were extremely helpful and understanding. The process of canceling by phone and emailing support and receiving a response took place with no issues. I was very pleased with the phone agent and the response from email support.

I’m still waiting on my refund that you owe me. My fiancé had already made reservations and paid for two rooms for the 14th and checked out on 15 August. I didn’t know he had already paid for room. I really need my money ASAP please. Our stay there was excellence in customer service. Was excellent. I would love to be able to stay there again if you guys would give me my refund back.

Due to a mixup with our reservation we were entitled to a refund, which we received through the courtesy and understanding of a kind representative. We were very pleased with the service and the timely way in which it was done. We will definitely use your services again.

I had to cancel my reservation at the last minute and they were awesome. No fuss, no questions. Very happy they just took care of it. I will definitely book through them again as it was very stress free.

Hello, I accidentally booked a hotel with the same city name...but in a different state. Paola helped me at first and was very caring and compassionate. He couldn't have been a nicer person to talk to about the situation. He is certainly an asset to your company. Thanks!

It took a few phone calls and all the respective were very helpful. They were very knowledgeable and kind. Thank you for your interest in my problem. Every time I called they review my case and said I would get my refund. I really don't have anything else to say. Thank you and have a blessed day.

Had a great experience when I called to book the room. Kelly helped us out wonderfully. She even made sure that we could get a full refund with no penalties. Helped us cancel the booking as well. Got a text message from her saying that our money would be returned in 3 to 7 days. Well it was not returned in 3 to 7 days. After the 10th day we had to call back and was transferred to someone else that could help. They said that I would have my refund possibly that day or by the first of the week. Well that didn't happen either. So had to call again. Got a man name Manuel. Who not only talked over me but yelled at me as well. He wouldn't transfer me to a supervisor. He was not helpful at all. He thought that I should just keep waiting for my money to be returned. I should have been able to talk to a supervisor. So I got so mad that I hung up.

Made a reservation for 4 rooms. Paid total in advance. Cancelled one and promptly received refund. 2 days prior to date of reservation found out another room had been canceled. Not by me. Had to scramble to get another room. Have been trying since to get refund and have only gotten run around. This is 2 months later. Still no refund-after many emails and phone calls. Hopefully HotelPlanner.com will rectify.

Our reservation has been messed up from the very beginning. The guy we talked to said to be on the west side of Odessa zip code 79763, we had to pay $420.50 not $320. Then we get to the motel & the room was dirty, food under bed & bathroom was nasty. Then we found a huge roach in front of the air conditioner. My sister is 77 & was exhausted after the 7 hour trip to Odessa so we went ahead & spent the night, but the manager agreed to refund the full amount of $420.50 that was charged to Barbara ** credit card. She said since the reservation was made Thru Hotel Planner, the total refund would be coming from you. Every time I call your office I’m told the manager is in a meeting which I do not believe.

I'm so disappointed in this company. I have spoken to 13 people and I still have not gotten my refund for a room that I never stayed in in Indiana. Was sent a email stating that I was going to get a refund in 7 or 14 business days. Still have not received it. X-Men 4 months later.

We tried to check in on August 14 at Shakopee Mn location and my confirmation did not stand up. We repaid with other card after long embarrassing experience. We are handicapped seniors and it should not be this hard or messed up to book online. Refund took 10 days. Multiple emails. I’m expecting free night stay for this debacle. Thanks.

An unexpected tragic death of my son in law prior to my visit to the Limelight Hotel in Snowmass caused me to have to cancel my visit. The people at the reservation office were very sympathetic and understanding of my situation. They were able to give me my full refund, which I appreciate. I would recommend this Hotel anytime and I hope to use them in the future.

I recently reserved 2 nights, however, I checked out 1 night early. I requested a refund for the 1 night and was treated with respect and courtesy. I will book with you again. Thank you so much for understanding. M. **

I had booked a room back in the beginning of July. I was quoted and charged the wrong price over the phone for my reservation. Within the hour of seeing the charge I cancelled the booking. I was refunded all but the "cancellation fee" of 162. I contacted support team and was advised that even though a cancellation fee was a part of "policy" I was told the wrong price and cancelled within an hour of booking so they said in an email that they will refund the cancellation fee also within 14 business days. Well they sent me that email on July 28th and I have yet to receive the refund.

I appreciated Karen ** resolving my issue in a timely and easy fashion. It can be difficult at times to deal with unforeseen circumstances and I appreciate that canceling this booking wasn't a hassle. I would recommend Hotel Planner to other friends and family members.

Jessica handled my refund request with professional as well as promptness. I really appreciate her doing all that she could to receive the refund from the hotel. Would certainly recommend to a friend if need be and would use again in the future. Thanks!

I reserved a room in Chesterfield, MO at a Hampton Hotel. I did this on the phone with Hampton reservations. When a room was available I mentioned that we have AAA and asked if there was a discount. I was then told that a discount was applied. When I received a confirmation email it showed that the reservation was non refundable. I had not and would not have agreed to that. In this season of unexpected sickness or even quarantine I would not be willing to confirm that. It was never mentioned at all. I do appreciate Karen **'s help in refunding our money. I sincerely felt that this was a breach of trust for us. I do believe that the responsibility lies with the person who made the reservation. Hampton Hotels staff were understanding, kind and helpful.

The reservations were messed up, only one room and not on the 2nd floor. Plus the staff was sorting dirty laundry at check in desk area. Although the staff man and a lady were very nice and tried to help with 2 rooms on the 1st floor. I never seen the rooms.

It has been 32 days and I still haven’t received my refund that they said I would get in 4-14 days. I have called almost everyday and received emails saying I would get a refund from a loading support email. I keep getting hung up on and told no manager or higher up to talk to. Going to put something on BBB. They just keep telling me they will escalate it and don’t know why I haven’t received my refund and there’s nothing they can do but escalate it. I’ve been told it would be taken care of that night or within a couple day over and over again. They put me in a hotel that was run down. Drug deals outside when we pulled in. I was on phone for 4 hours to even get refund back because they had to get hold of hotel to confirm it and still didn’t do any good! Never again will I book through them!

I have yet to receive my refund from July. You had no problem taking my money 2 days before it was to arrive so what's up? 900 + minus what the charges were 14.99 and 145.00. Please send ASAP. I should of had by now.

Made reservation and paid for them at that time, but had to cancel. Gave them plenty of time when we canceled so there was no problem there. Problem started when we were supposed to get our refund, they said 2 to 14 working days. That was 2 months ago. You figure it out that's all I can say. Very dissatisfied.

I am pleased with the customer Service rep that assisted in getting hotel reservation cancelled. Ms. ** worked efficiently and served me well. I certainly will do business with your company again and will highly recommend your company to others.

Booked with Entertainment Coupon app so got slightly better price on Hard Rock Hotel in AC. The event we booked the stay for was cancelled due to COVID. Hotel is free cancellation but, when I called to cancel, you have to leave a message but, nobody called back. When I tried to cancel online, it only offers credit for a future stay. I clicked online request for customer service and several days later someone apologized for the delay and asked what they could help with. I replied with my request and 2 days later did receive email plus confirmation reservation was refunded in full. So it worked out but, having similar cancellation issues with other discount sites have made me wary of booking outside of direct airline or hotels during COVID.

Reginette **, Reservation Specialist, was immediate in her response to my questions. I knew that I agreed to a non-refundable cancellation but she went above and beyond to get me a voucher for the hotel for my next trip so all was not lost and I am so appreciative.

July 21 you sent me an email that I would get a credit on my Visa because you overbooked me. You gave me 2 rooms for the same night. I called my visa and you have not credit my account, PLEASE REFUND MY MONEY.

I was incredibly impressed by the thoughtful customer service representative with whom I spoke, and I could not be more grateful for the professionalism, problem solving, and kindness that she demonstrated. I will definitely return here to book future hotel reservations.

I booked a two night stay at the West Western in Russellville AL. I only stayed one. I called the booking agency that I went thru. The gentleman that help me was very nice and helped out very much. Made some calls on my behalf and came back and said my refund was granted. I will use them again. I had a very nice stay in Alabama. Thanks to you all.

I reserved a hotel room during The peak of Covid. I was unable to make my trip to the hotel. I called and canceled the reservation. This was back in March. I called several times. Made many phone calls, emails. Spoke with several people but was never able to get the refund credited to me. Today Terah ** contacted me to let me know that after reviewing some old tickets she found mine that had never been refunded. She immediately took care of it and processed my refund. I am very grateful to Terah and she truly made my day.

Due to a computer cliche I accidentally booked 3 rooms for the same night because I never received a message that your room was booked! After contacting the company immediately the problem was solved and I was given a refund! Thank you for your support on overpayment!

Excellent customer service. Quick to respond. Great with following up and answering questions as well as clarifying next action to take. Fulfilled request for refund due to accidents double booking. Would recommend using your services. Thank you for your time!

Had to cancel due to Covid. I was told it was a non-refundable reservation. However I was not informed of this at the time of making the reservation. They went back to the recording, and confirmed same. When I printed out the email confirmation, it only printed the first sheet ,which did not show non-refundable. I appreciate how this was handled after review of what happened. Thanks for your cooperation.

We left two days early after 14 days at the hotel in Surprise, Arizona. I spoke with all parties and said we would get a refund. Also very disappointed in the hotel. “Due to Covid “ they didn’t clean rooms until I asked because I was there 14 days. The “free breakfast” was horrible and not edible. I had no internet in my room. They said they would have a tech call me and he never did. These rooms are supposed to be for longer stays and I couldn’t work.

The representative (Chris) was very courteous and efficient in resolving my issue. He took time to listen, understand and was very helpful. Chris is definitely an asset to the support team. Thank you very much! Would definitely contact again for our hotel and travel needs.

The pictures shown on the internet for this motel do not depict reality. The place was dirty, buggy, trashy and in poor repair. All units but one were occupied by permanent residents who appeared to be very down on their luck. I am surprised the Health Dept. has allowed them to remain in business. We were there on short notice for a funeral and also during a softball tournament so rooms were in short supply. Although we had difficulty making phone contact and were put on hold/hang up we did get thru and thankfully were able to cancel. You did good by me. Thank you Hotel Planner. Larry

Representative was very understanding of our situation which required us to cancel. He very efficiently spoke to his manager about it and confirmed cancellation with no penalty. We have received timely information about the status of our request. Previous bookings were also easily done.

I called in late July (25th or 26th) about a charge I received from a hotel booking I cancelled almost a month before the check-in date and therefore before the required cancellation time frame. For some reason, I was still charged for 1 night at that hotel. I called this company (being the third party) to dispute it and file for a refund. I was told then (July 25-26) that my refund was being processed, and it would take a maximum of 7 business days to reflect in my bank account. After waiting 7 days, the refund did not reflect in my account, so I called again and was told different information. The service representative told me that it can take anywhere from 10-14 business days to reflect which is obviously different from the original 7 days that I was told. I asked the original customer service member was he positive that it would only take 7 days and he assured me it wouldn’t be any longer than 7.

It took days for somebody to get back with me but once someone made contact I was completely satisfied with the results that I received. The agent, Reginetta, followed up and respond to my emails and went the extra mile to achieve the waiver for me.

My initial experience was not good. The person I spoke to lied to me about the cancellation policy for my booking. As soon as I got the booking email and saw it was non-cancel I called the customer service number. I explained the situation and the said I would get a full refund. I received a voucher for a future booking for only half the amount I had paid. I responded that I was supposed to get a full refund, not a voucher.

I made a mistake on a reservation and was trying to eight that mistake that required cancellation and rebooking. Cancellation was not possible without further assistance. Due to Covid-19 and weather, I need to be able to cancel if our soccer tournament gets cancelled. Customer service was excellent and mistake was corrected.

I called to book a 2 room suite, the representative assured me twice I would get 2 rooms in that suite, he even stated the price I was paying was excellent! I get to the hotel and find out it's only one room, the hotel didn't even have 2 room suites. I was extremely mad and I had to book another room for the additional amount of 870$. I have been trying to get a hold of someone at Hotel Planner to get a refund but they are just playing stupid saying the hotel has to refund me, by the way I emailed Paola, who provided an Ext number and at the moment I have not been able to talk to her on the phone, no answer.. I really need to get this resolved, very frustrated, and would not recommend this service to no one. Cg.

2 days before our reservation I was notified that my hospital visit would take an extra day I notified the hotel that I had to cancel. I appreciate Heather ** for her follow up and processing my request. Thank you so much. I am looking forward to rebooking when I am well.

Adrianna was very helpful and quick in responding to my desire to cancel my reservation and give me a full refund. I certainly appreciated it. The staff and everyone involved was helpful and courteous.

I called in and spoke to someone about my cancellation and received an email stating I would receive a refund in 2-14 days and I still different received it yet.. I filed a report with the BBB so no one else will have to go through what I went through. I don’t know how my Mortgage will get paid this month because I never received my refund….

Booked a reservation for June 16th and 17th at the Marriott in Boise. When I arrived there were no reservations and no rooms available. The manager at the Marriott was at the front desk and she apologized but there wasn't anything she could do. She did provide me with a letter of apology and told me to contact my credit card provider.

Reservation was canceled, but not by me. I was not notified and only found out when I enquired about getting into room early. Hotel nor Registration Desk would take responsibility for the cancellation. Took phone calls and emails to finally have my funds returned. I rebooked a different Hotel directly through their front desk.

Our confirmation clearly states our Hotel in Fishers Indiana as the Americinn. When we got to the hotel, they could not find our reservation but had a room available. I sent an email that night stating that our reservation was not found and do not have me charged twice. The following Monday, our credit card was charged by Best Western as a no show. Best Western confirmed that the confirmation number on our Americinn confirmation was their confirmation. They would not reverse the no show charge. THey stated that they needed contact from you to reverse the charges. I have sent several emails and have not had this resolved. I tried calling a phone number provided by Best Western, but can not get through to a person. I could not attach an a snippet of my reservation in word or PDF. But it was sent in an email previously.

We had to cancel our trip, and after a hiccup with the hotel regarding the cancellation, Adrianna continued to call them and got the situation resolved. She stayed in touch with me and made sure we were satisfied. Excellent service!!

I made a booking on Hotelplanner.com that said very clearly it was cancellable. After I made the booking Hotelplanner.com sent me an email saying it was a non-cancellable reservation. I called them and cancelled well within the cancellation window. They said they would issue a refund. Multiple calls and a month later they still had not issued the refund. I opened a dispute with my credit card company which they are fighting. I've now opened up a consumer fraud complaint against this company with the FTC. DO NOT BOOK with these people. This is blatant consumer fraud changing terms of a contract after the fact and refusing to issue a refund.

Our request received prompt, polite and professional attention to our unexpected emergency situation. Thank you. We will certainly use your services and recommend them to others. My wife was able to receive the care she needed and we appreciate your understanding.

My reservation conversation was recorded. I agreed to a rate of $485 for 2 nights. I was charged $757. I immediately called back to get this resolved and the rep listened to the conversation and agreed saying billing would contact me in the morning. I received no such contact. Instead I was on the phone with several agents for nearly 3 hours with no resolution except ‘we can request an adjustment’. While this would not get resolved in a timely manner (I was told up to 90 days) I gave up and tried to cancel- this ‘inquiry’ into cancellation was unacceptable too. My money was stolen fraudulently and is not being returned in a timely manner.

My fiancé and I were heading to Michigan for a friend's wedding. We were charged a high fee of $340 for two nights. We arrived at the hotel and provided our confirmation number- it didn’t exist. At this moment we asked if there were any rooms available and they were completely full. The manager then pulled me aside and showed me what your company was charging for the rooms- almost in half of what we paid. We called the company and they didn’t say anything except, Oh we can refund you."

This company has been great to work with, unlike others I have used in the past. I highly recommend planning your next trip through them! We had to change our reservation, last minute, due to my son's tournament changing because of rain. They were happy to help me change our checkin dates and are refunding me as well.

Quick service and they gave me a refund on a nonrefundable room rate. Thank you for being so understanding and prompt. Due to the changing environment, this efficient customer service is what keeps people coming back to use your service. I will definitely be using HotelPlanner.com in the future.

I am disappointed in how long it took to get my refund. It was approved by the hotel back on May 14. I had called on June 28 and was told the refund would be completed in four days, and it wasn't. It should not have taken this long.

My family made a reservation that we cancelled. The hotel approved the cancellation. My hotel called HotelPlanner and approved the refund. HotelPlanner also approved the refund but will not credit my account.

We made a reservation at Courtyard Marriott at Emory which no refundable. We had a doctor's appt at Emory and Emory called and cancelled the appt due to illness of the physician. I asked if any concessions could be made and if we might possibly get a refund. I would compliment the work of Emily **, customer service rep who worked to get us a refund in a very timely fashion. We were kept informed along the way during the process. We appreciate her prompt work on our request.

I booked a room on 7/15 and when I arrived at hotel I was told that it was overbooked. I requested a full refund immediately and still (15 days later) have NOT received a refund. I have called them repeatedly over the last two weeks and I have been told 3-5 business days then 14 days. I feel like this is a scam and I want my refund!

I made a reservation through Hotel Planner which I had to cancel a day prior to my event. The hotel I was going to stay in allowed the cancellation and my refund. Hotel Planner still hasn’t refunded my money in over a month since the event. I’ve been contacted by two different people who are working on my case and still no refund. Very disappointed and poor customer service.

I had an issue with the website when booking and ended up booking two rooms when I only needed one. HotelPlanner researched and gave me a refund for one room even though they were non refundable rooms. Thank you! I definitely recommend this site!

Was very unprofessional. Made 4 different calls and disconnected. Could find reservation with the number they provided me with at least one hour on the phone, need the email, need last 4 number of credit card. 4 people had to handle this call. Was not a good experience. We are honor member. Does that mean anything? Thanks.

Absolutely horrible experience, have been waiting over a month for a refund. No one is helpful at all, I have requested to speak to a supervisor many times but no one calls. Whenever I call 888-972-9163 I just hear the same script of “I’m going to put pressure on my supervisor to make sure this gets escalated” but nothing happens. Feels like a big scam. Do not recommend going through this company at all.

After 4 separate tries, I finally found someone who knew what they were doing. Elizabeth D and Karen C were excellent. Didn’t ask me to call back or lose my call after being on hold 10 minutes. They listened to my issues and solved them. Thank you very much.

We had a medical emergency and were not able to use a voucher. They were so kind and helpful to get us a refund. Booking was so easy and fast!!! I would highly recommend this site for booking any place and time!!!

Very poor service agent. Didn't care whether I had a place to lay my head after mistakenly on purpose booking me into a motel that was booked up and charge my credit card anyway. Zero Stars. Poor service recommendation. I would not recommend anybody use HotelPlanner.com.

I appreciate the refund as the Rep I spoke to for the agency of hotels got the incorrect dates of our (2 adults) arrival. Also both my names were spelled incorrectly. I am very grateful for the correct return of money. Thank you. Joanna **

Booking the hotel reservation was fast and easy. Unfortunately, trying to check into the hotel was not a great experience, but that is because some of the hotel staff was rude and not helpful at all. Only after I dealt with four people did I finally get someone who knows how to give good service. Anyway, I didn't end up staying and I thought the hotel staff was going to cancel, I was wrong. I requested a refund and again it was fast and easy and I didnt have to fight them to get my refund. It was such a relief when I got their response. I am very very happy and very grateful I used this service. I will definitely be coming back next time I need to make a reservation. Thank you.

Trying to cancel my reservation and receive a refund (approved by the hotel) took way too long. I requested the refund on 6/14/21 and did not receive it until 7/17/21. I will make sure if I ever make reservations anywhere else that I am not dealing with Hotel Planner and will inform all of my friends and family to be aware of this situation and do the same. Worst customer service I have ever experienced.

The room was awful. Just walking in it shook and the floor was slanted and dipped in 201. Bathroom was gross and moldy (pink and black mold) with not linens. No phone to call. Had to keep going down stairs. And then just to turn the shower off I had to crank it because my wife and kid couldn’t do it. Their only ice machine was out of order. They just didn’t care.

Hotelplanner botched our reservation at the Toll House Hotel in Los Gatos, CA. Made the reservation and pre-paid in May. Arrived at hotel in July, as planned. Hotel had the reservation but not the pre-payment. Had to pay the "market rate" ($100 higher) for our stay. Hotelplanner did refund the pre-payment, but I should have made reservations with someone else and saved the $100.

We had to cancel our reservation at Comfort Inn, Tridelphia, WV for 7/23/2021. I called to notify you of cancellation. Your representative was very helpful & polite. He took his time with explanations & was respectful. We appreciate this being senior citizens.

Holiday Inn has always awarded us a wonderful experience. We try to always stay in one of their establishments. Elisabeth **, Hotel Planner, came through again processing our refund in a very timely manner. Thank you Elisabeth and thank you Holiday Inn!!

Arriving at Hampton Inn, there was no reservation-even though I showed the paid confirmation. I paid for a new room. Calling hotel planner after an hour of discussion I was offered a credit to use later. I wanted money. It was sent to a supervisor who would call within 24 hours but never did after a week. Call Discover, no refund posted. Discover would call when refund was posted. They didn't. Refund on bill 7/19/21

Katheryn was extremely helpful to me at Expedia when I had to cancel my hotel reservation last minute. We were to see Garth Brooks at Cheyenne Frontier days in Wyoming who we waited to see for so long but due to some devastating unexpected health news of my own, we were not able to go. She did not have to refund our money as it was last minute and they were non refundable due to a great price in room rates. I was stressing with money and surgeries coming up and long-distance travel, knowing that every bit would help. I was honest and just told her what was going on, not at all looking for special treatment but I'm always honest and said well just tell her. I was surprised, overwhelmed with emotion and just so proud that she would do this for me. Thank you so much Katheryn. Your kindness will not be forgotten. ❤

Credit card was billed when I placed hotel reservation. Hotel also billed my card when I checked out. Contacted Hotelplanner.com starting on 6/18. Called them every few days, could not get issue resolved, requested supervisor and was never contacted by one. Ended up calling bank to dispute the charge on my card. Got an immediate refund from the bank. Will never do booking with Hotelplanner.com again.

I was very pleased with the handling of my request. The service was excellent, and deeply appreciated. My request was answered promptly and I was informed of the progress each step of the way. Thanks so much for all the help.

It took over a month for them to begin processing my refund. The employee I spoke with told me I could cancel my hotel booking with no penalty because he spoke to the hotel directly. Then they tried to tell me I could not be refunded even though it was their employee That told me I could be refunded fully. Wasted so much time on the phone trying to get it resolved for over a month. Would never recommend this service to anyone.

Call the first time asking for a hotel stay in or around Lincoln Rhode Island close to Twin River Casino. Ended up they put it somewhere in Franklin MA. Then called to proceed to find a place closer and I ended up with one in some town in Kansas. Tried to call back to see if we can get a room. Very unsuccessful. Was very disappointing and can’t believe after three tries weren’t able to get a room for July 24. The first gentleman said it would be around Rhode Island but it wasn’t. The second gentleman who put me in Kansas listen to the first conversation I had with the first gentleman thought everything was also asked him where KA was and he said right outside of Rhode Island. Come to find out it’s somewhere in Kansas again. Very disappointing. Thank you for hearing me.

Opened the door to the hotel room and was met with spider webs. I was covered. The carpet wasn’t clean and there was a huge hole in the wall towards the bathroom. Killed 2 spiders on our way out of the room. Absolutely disgusting and not suitable for anybody let alone a family.

I thought I was booking a room through Super 8. Had no idea I was going through HotelPlanner. There was a mix up with the booking. I received an email refund inquiry saying that you had processed my refund. Please allow approx 2 - 14 business days. It's now been three weeks and still no refund. I called the customer service number on the email and just got voice mail and no call back so far.

Thank you for working so hard to give us a full refund after our baseball tournament in Iowa (Perfect Game Tournament) got cancelled! This situation was out of our control and we really appreciated your hard work getting us a full refund!

After experiencing an unpleasant situation with a hotel stay, I reported it to the hotel and they referred me to the original reservation specialist. Upon lodging my complaints, they began communication with me to resolve the issues by providing a refund. They communicated throughout the process and were very courteous while processing a refund. Even though I have not yet received the refund, I am very pleased with the manner in which they communicated.

Took care of refund for canceling reservation because my mom was dying. Has now passed away. Answered emails and was professional. Happy that it was taken care of. Thank you for helping me out. It was so much appreciated. Have a nice day.

Had to cancel my reservation and they were very quick and helpful. Said refund would go back on card in 3 to 10 days. They gave me my full refund. The lady I spoke with was very helpful and nice. Thank you so much.

The request for a refund had nothing to do with the service...I initially got the reservation for a friend but there were some unforeseen circumstances with her... It was due to an emergency and maybe I'll get the chance to do business again one day in the near future... Thank you.

Hotel Planner canceled that reservation, refunded my money and made another reservation, all with one phone call.

I cancelled my hotel reservation within the time frame allotted. Lodging Support promptly acknowledged my cancellation and confirmed that my refund was processed and that my refund would be received within 2-14 business days depending on my bank's processing abilities. I am very pleased with the service and professionalism exhibited by Lodging Support.

I have been trying for over three weeks to find out why I was billed for a reservation I canceled with you under the deadline. I have talked to the hotel, and they say you didn't cancel one of two reservations I made, even though I specified canceling both. Now I am out $600. In my and my aunt's attempts I have received at least 6 different stories, all conflicting and by results untrue. Dealing with you has been the most frustrating experience of my life. I'll continue to give bad reviews until I get some satisfaction. My cancelation number is **.

I am very pleased with the outcome of my situation. I feel this company was fair in my treatment. The timing was reasonable. Their requirement to record conversations is a good thing. I know that some people try to take advantage so the recording is a saving grace. Thank you for your attention to this matter

Reginette was extremely helpful in assisting me with obtaining a refund on unused hotel nights. We were originally told we wouldn't get a refund and they told we could. Reginette assisted me without giving me the runaround of going back and forth between your company and the hotel directly.

After making the reservation, I attended a weekend getaway with family members, who later became ill. After I started showing signs of the virus, I contacted the Days Inn and the gentleman, whom I spoke with, was gracious and sensitive. He listened respectfully, then acted with care and gave me peace of mind. After the appropriate time, the refund appeared in my account. I was given great customer service, thank you.

Jessica ** went above and beyond to help me figure out an issue, with the hotel room (financial portion of it) and things were fixed perfectly! Thank you so much for getting me past this frustration, and I appreciate Hotel Planner's help.

There was some confusion w/ a refund policy. But it all got resolved very quickly. I was at the hotel's mercy with my money. I stood to lose $250. However, I am glad to report all was taken care of to my full satisfaction.

I appreciated the action this service took, where they allowed me to cancel a reservation when our plans changed. We were on our way to another another state from a celebration, and we got away earlier than we had anticipated, thus enabling us to get further than we thought.

I booked a reservation that was cancelled by this company days before travel. Apparently, the room that I booked and paid for wasn't available. I tried calling to get information, but it took hours to get through to someone. I finally got through to a nice lady who diligently tried to find a new reservation for me that was close to the amount of my initial reservation, but I was not satisfied. So, I told her to refund my money and that I would book somewhere else.

I was very pleased with the customer service department when I inquired about a refund for a trip that I was unable to take due to a medical emergency. They kept me informed of progress during the process and notified me that they had obtained a refund from the hotel. I will absolutely use this service in the future because of the ease of use, the value and the confidence that they work hard for me.

We requested a refund for a room booked at the Ramada in Murfreesboro TN. We had booked through 3rd party Expedia. Briana ** mediated the situation, kept us informed, responded to all my questions and we were refunded in a timely manner.

She was very understanding with my situation. I was given a text instead of a call and it was prompt. The situation was handled immediately and on time. I was pleased with he way she handle the situation. She was kind, helpful, and understanding. I’m grateful I got the opportunity to use this support system. Thank you very much for your effort you put forth.

Today I had to cancel my reservation for next month due to personal reasons. The staff member on the phone was very helpful and polite. She was able to cancel my reservation and get me my full refund in a timely manner.

Alejandra ** was so kind and easy to work with. She sent emails to update my situation and communicated with me throughout the process. I needed to cancel a hotel after booking accidentally and Alejandra was understanding and kept me calm throughout the process. Thank You!

I reserved a room at Super 8 in Rochester Indiana for may 15-18. Listing stated smoke free business. There was so much smoke filtering into our room I almost ended in the hospital. Our remaining reservation at the hotel was cancelled and we stayed at a neighboring hotel the rest of our visit. Mgr of Super 8 was wonderful, but said the could not refund me that it would have to go through HotelPlanner. I emailed hotel planner twice with no response. I called hotel planner multiple times. Told on each call that I would receive a call back from their escalation team. No call backs.

Do not use Hotel Planner. They will take your money and leave you without a hotel room. They will promise you things that just don't happen. I just want a refund and have been fighting with them for over 3 months.

Using Hotel Planner was easy and convenient. When we clicked on the tournament, the dates were already entered, the location was already entered, and it would just list the hotels that we could choose from.

Great customer service...after reviewing my itinerary, I noticed that the dates were wrong. Julian ** took care of this and made sure everything was cancelled and re-booked for the correct date. Great service and great outcome!!! Thank you Julian! I was advised that the correction was made and I am now waiting for the credit for the original itinerary.