HotelPlanner.com Reviews

I just spoke to Carlos **. He helped my husband and I to find a hotel in our price range and close to our destination. He was very kind and patient with me and very helpful. I will use this again.

Hi I really appreciate the understanding the Marriott staff had on Friday. My friend was hospitalized with Covid related respiratory issues and we had to cancel our reservation for Sat night in Gravenhurst. I always book there when we go snowmobiling and will do so again soon thank you!

I had an issue and couldn’t keep my reservation. The rep was so helpful and assuring and helped me get the resolution I needed. He called the hotel directly and worked out my issue. I would definitely book here again! Thank you!

Very good customer representative. She found the right hotel for my budget. I had a flood at my home last night. The representative was very kind and patient. And she helped me find a reasonably affordable place to stay for a few days.

The process to obtain a refund through HotelPlanner for a canceled reservation, due to an illness, was handled very professionally. I was updated at every step of the process. I appreciate the service that was provided and will absolutely use HotelPlanner in the future.

Greatly pleased that have agreed to refund my money. Asked for refund due to a gathering to celebrate the passing of my brother. Will be completely satisfied when my credit card is reimbursed the $756.14 amount. The individuals were polite and willing to assist with my situation. Would use this company in the future.

Ashley was very helpful, courteous and friendly. She was patient with all my questions and concerns. She addressed and responded to me whenever I asked about our reservation. She helped me find a room that was convenient for myself, wife and dog.

I was told on Jan 15th that my money of 117 still has not been refunded to my bank account as of today and I'm furious after spending two nights on the cold car because I was sent to a hotel I was not allowed to stay in because the first one did not allowed pets after being told they did and driving an hour out of my way and the second night the hotel didn't allow children under 21. It was ridiculous!!!!

I needed help making reservations for my son during guard duty with the Massachusetts National Guard. I'm not from Mass and was really struggling. Your representative, Karissa, was very helpful. What a pleasure to have a person to help, especially one who is trying to deliver good customer service.

Bad weather. Couldn't make trip. Appreciate how fast I was refunded. The gentleman I talked to was very polite and well spoken. Was told that my refund would be processed in two to ten business days. Very thankful for that.

Donna was amazing to us and we really appreciate her help. She did a wonderful job in getting us a room so late in the night and my family and I are eternally grateful to her. I will make sure to schedule my next reservations with her.

Tina was very pleasant and helpful! She was informative and confirmed that my hotel reservation was set for the weekend. This was my first time using this service and this definitely took the stress off of me and will be using this service again.

They acted like they were from the hotel and pushed me into a reservation, completely ignoring my actual question about student rates. I didn't have $10 to throw away. I will not only stay away from this company but warn everyone I know.

I must commend Jared for his help in finalizing our trip with great service. He was knowledgeable and courteous and very helpful. We are looking forward to our visit to Banff this spring. We have never been to Western Canada and are very excited to be coming soon. Thanks Jared for all your help. E.

I will absolutely recommend to a friend and will always make La Quinta my first option when we travel. My Best friend, brother and brother Marine I was trying to get to before he passed on did die before I could head to Dallas and I was unable to go to Dallas until his services next Thursday and Friday. The gentleman I spoke with was very compassionate and helpful with canceling with refund. I will not forget this act from La Quinta and, as l am on a fixed income, appreciate this very much.

Donna did her job well. She made sure I found accommodations for a spur of the moment trip. After a few options fell through, she made it her mission that I was going to be satisfied. Mission accomplished! We need more Donna's in the world.

I really appreciated how easy it was to cancel this reservation (process) and how quickly Reginette responded back including additional action that had been taken on my behalf (service). It's been a while since I've experienced this sort of great customer service, to be honest. So thank you very much. Clearly, Reginette has appropriate training and management support to do a great job.

I had a good customer service representative that was very professional. I would like to have Carolyn book my next hotel and once again I would like to thank you for your service and please recognize Carolyn for her service. Thank you. I'm very small.

Working with Juan “Johnny” ** was so great. His first quote was way out of my budget but before I could hang up he let me know he could get quotes from a multitude of properties. I think I took #5. I was trying to stay under $100/nt. Not easy in the area I was in & I had immediate need, so he was able to help me find accommodations. Thank you Juan! You’re great at what you do!

She was courteous and patient and got me a great deal. She took the time to hear my situation and was empathetic to how I was feeling. Helped me with location to my destination. She took the worry out of searching for a place in an unfamiliar town.

I wanted to change the date on my reservation. Made request to Hotelplanner. So good that Reginette helped me when I wanted a refund instead of a voucher. She solved my problem in a second. In the past she also helped me when I had a question or problem. I am very glad with her service. Reginette, you made my vacation already fun to looking forward to. Thanks a lot!

They made me drive a half hour out of town for a type of room the hotel did not have! I did not stay at their incorrect recommendation but they still charged me. After driving 5 hours who wants to drive an additional hour in the dark in an unknown area for absolutely nothing and then be charged for your inconvenience? Terrible experience!

We were scheduled to go to a wedding that was postponed due to covid. As soon as we found out we called and canceled our reservation.They said it wouldn't be a problem refunding us and offered a 15% voucher of a greater value vs a refund. We elected the refund. The following day we got an email saying they were not giving us the refund. Well had they not agreed to the refund we would have continued on with a weekend away. The wedding was postponed because the groom had covid. Very disappointed and will never do business again.

Very pleased with efficient way in which this was handled and the pleasantness of the associate. We had to cancel our weekend trip due to weather and it was quickly taken care of and rescheduled. Very pleased. We will be using this service again in the future. Easy to get reservations at affordable cost.

I called because I was charged for the order #**. After finding out that this was nonrefundable I changed my order to one that is refundable which is order **. The 1st order was charged to my account, when there should be no payment required. I want to thank to Marie who is very professional for her completing my request. Mistake was done at order time. Thank You, Robert **.

My service dog and I are are in my car, cold at almost 1 a.m. I had made a reservation for a 4 star hotel in Colorado. I told the nice lady that my main concern was finding a nice hotel in a good area and a place that would accept my service dog. The lady and I went thru the different hotels and the pet policies. She even suggested I get a letter from my Dr stating this was my service dog. At that time I was pleased with her service. However, when I went to check in I was told that they didn't have any more rooms for animals and that the reservation had not said anything about needing an animal friendly room I went from pleased to scared pretty quickly. I sat in the lobby and cried, unsure of what I could do. I've had the worst migraine for 2 days and had been getting sick all day while driving with my poor service dog who was cooped up in My little car for 2 days!

For a January wedding in Dripping Springs, I originally booked for 2 nights then cancelled and re-booked for 1 night. The reservations were made in October. When checking out of the hotel in January, I was shocked to receive electronic receipts for both the 2 night and the 1 night. I sent a note to Hotel Planner and, to be honest, expected a long, drawn out battle to recover the $450+ dollars for 2 nights we did not use. What a pleasant surprise to receive a prompt, professional response from Reginette - AND a refund within 7 days. Incredible customer service!

I have never received the offered $30:00 voucher for the inconvenience we suffered as a result of our reserved room that not available when we arrived. The replacement room was substandard. This took place the end of May 2021 at Brentwood Best Western.

Has been a great experience so far. I had to change the room after booking from a king to two double beds and they were quick to resolve and let me know that they reached out on behalf for me to the hotel and got it done. Reginette was very helpful and professional. Thanks!!

I booked a reservation and the next day cancelled. I received an email they cancelled my reservation but sent me a voucher for the amount I paid for the hotel. I complained and the same day I got a credit refund.

It was easy to book our reservation and it was also easy to cancel our reservation. Hopefully the virus will cease and we will rebook our stay. We’ve stayed at the Hotel Monteleone in the past and we look forward to staying there again.

Please send my refund. You said 2 to 20 days. It is well over 10 days. This is crazy to have me do this. Just send my money. You are not being fair to me. You said 2 to 20 days. I would like my refund now. Thank you.

Due to my husband contracting Covid, we had to cancel our reservations at Courtyard by Marriott in Jackson. You were very kind to refund us our money. I truly appreciate it, and we will definitely be staying at a Marriott the next time we need a hotel. Thank you!!

Was told my problem was fixed and when I checked in to my hotel the problem was not fixed. Now I am being charged for 2 rooms when I was told it was canceled and I was getting my money back. All due to computer era.

To be fair Your people in India or wherever need to speak English better. There was no bank involved. It was my credit card. I talked to them & was told this often happens. Reputable companies remove the charge. There are organizations that help seniors from being taken advantage of. I'm not sure if Mark, Hugo, Mia or Angela understood what they were saying. There was one more who told me you were Expedia.

This was such a wonderful and easy experience! It was a pleasure to speak with you today. We were so disappointed to cancel our trip due to the snowstorm. You took care of our refund request in record time. Thanks for your help. I would definitely recommend your hospitality company to others.

The agent was extremely helpful and efficient. My husband has a Pending COVID test. He has fever and cough and nausea. Therefore, we are unable to travel to North Carolina today. Unfortunately we had to cancel our reservation at the Hampton Inn in Hendersonville, NC. We have frequented this hotel several times in the past. Thank you.

I am so pleased with the refund secured by Reginette---the hotel we booked was absolutely sub-standard, and she worked diligently to get our money refunded! Thanks! The booking wasn't the problem, they did their job splendidly. The problem was the quality of the hotel, and when the national chain refused to refund to me, I turned to Reginette for help--can't say enough good about her!

He was extremely patient, understanding, professional.... A wonderful ending for a bad experience!!! The hotel gave me wrong number to call. Found this one on my receipt. He was so nice and very helpful. Thanks for the good service!!! I won’t be afraid to book online again.

Upon Arrival had no room. Manager cancelled and gave us a letter to that effect. I called customer service the next morning, a very rude lady said she would expedite our refund since we were out of town for my grandmother's funeral and out the cost of 2 hotels. No refund. We called Customer service when we arrived home. They said to wait 12 weeks. We disputed through our card company, they did not refund. I finally emailed Tim **, a rep that has worked with our baseball team in years past, he put me in touch with Reginette **. She worked very hard over several week until we received our refund just before Christmas. Tim and Reginette are the best example of who you want working for you. I thank them ever so much, God Bless.

I prepaid for a suite at Super 8. When I got there I was told that the room was not available as it was given away. The young man told me it was first come first serve basis. I explained to him that I had a reservation and his only response was “sorry don’t know what to tell you. To get another room he told me I had to pay again without any proof that the previous $200 I paid would be refunded. Horrible customer service and what is purpose of a Prepaid reservation if it is first come first serve. Terrible anniversary experience!

Hotel planner made booking very easy. It was also the lowest priced compared to other booking parties I've used. Unfortunately we had to cancel our travels due to a family emergency and they were very understanding and made the refund process very easy.

Updated on 01/12/2022: They never booked my reservation with the hotel, and this occurred twice. They also told me my refund would be in my account in 2-10 days, and I am on day 13 with no refund. This business operates as a scam, and I am grouping together other individuals who have been scammed by this company and immediately seeking legal advice to press charges.

I had to cancel a Dec. 28 reservation at a hotel in Virginia Beach, VA. My credit card had already been charged for the night. My prior experience with getting credit card charges dropped have been terrible. However, with the help of your employee REGINETTE it was handled swiftly and efficiently. I will be a return customer because of her skillful performance.

Bummed that I couldn't just change the check-in date. The customer service representative with whom I communicated helped in effecting the cancellation of my reservation. I look forward to receiving my refund so I can pursue making a new reservation.

Never received refund. Called customer service multiple times, Total run around from refund was issued bank is holding to no supervisor on duty. I am still trying to get my refund almost a month later. Do not use this company. Best to book through a more reputable company

I tried to book online but was having trouble. Called and got a reservation quickly. The hotel cancelled the wrong reservation however so I called and spoke with customer service and they were able to get me a better rate still and correct the mess with the hotel. Thanks guys!

Hi, This transaction began okay with the hotel connecting me to this service. I gave them the dates that I would need the rooms and the man I spoke to got our dates completely wrong. I didn’t know this until they sent me an email with a new contact. I called her the next day and left a message. No reply. I called again and did the same thing. No reply. I also emailed specifically and never heard back from any of them!!! I’m just glad that I found out how flaky they are this far in advance because it could have been a huge disaster working with people like this when doing an event. Thankfully, I called the hotel directly and they worked all of this out for me through their corporate offices. The plus side is that I can actually get a hold of them if there’s anything I need.

Had to cancel my reservation due to illness, very cooperative and understanding, will rebook again. The people I've talked to on the phone were very professional and had no problem understanding. They did get back to me in a short period of time which is very helpful. Thank you again.

I booked for 2 nights due to my husband being 2 hours away in a hospital. During the first night I received a call from the doctor saying my husband had passed away. Even though his health was fragile, his death was very unexpected. I left after only the 1 night to go home and make funeral arrangements. I contacted the reservation site since I was contracted to stay for 2 nights. They were very helpful in getting me a refund for the 2nd night.

I was really disappointed that we made a reservation and in 2 min. cancelled it and you charged us $800. I had to call to get my money back. I expected more out of this hotel. I will have to say after I called, I did receive a refund. Thank you for that.

I was very pleased and satisfied with my experience with HotelPlanner.com. Prior to finally getting to their Lodging Support department, I was extremely frustrated. Both Katheryn in Lodging Support and Sarah **, Charge Review Agent, were so very helpful and prompt in replying to my requests for information and resolution. Excellent Customer Service!!

Your customer service rep Juan was extremely helpful. We booked a hotel to visit the SBN Church in Baton Rouge, but due to current severe weather, we are forced to cancel. We are 64 and 72 yo and were afraid to drive. Juan graciously understood and processed the canc and a refund. Thank you very much!

I filed a claim for a refund on November 22. I still do not have the money. I have called and emailed and cannot get a resolution. Please help me. Christmas is coming and I really need to get that money back so I can use it for our family.

On November 20th, I was approved for a refund in the Amt of $131 for reservations in Taos, NM. Refund should have hit 7-10 days after and has not yet. I called last week and was told someone would get back with me and they have not.

We had a reservation in September that we had to cancel due to our grandson's COVID illness. I cancelled at the motel, but did not know I also needed to cancel with you. Just today I learned that you have refunded our bill to our credit card. Thank you so much. My only suggestion would be to make access to your customer care more user-friendly.

I made for and paid for my daughter and granddaughters to spend the night as they were moving from Washington to California, I included two cats and it clearly stated that in the confirmation. When they arrived after driving 10 hours they were turned away and told cats not allowed. I expect to be contacted and would like to know how this happened and what your answers are before I pursue this further.

I am pleased to say that you addressed my situation immediately and you gave me my refund as I asked without hesitation. I very much appreciate that. I was very upset at the hotel I was booked at when I had to leave from Louisiana to California to take care of my son who was in the hospital and needed me there wide alert and unfortunately the hotel Travelodge they had no respect and could not control the madness going on that kept me up all night long and was no good to my son the next day. I appreciate you taking care of the problem in fast speed. Thank you so much for your help.

The accommodations was unsatisfactory. I have an Asthma Respiratory problem, and entering the rm, was unbearable. Another rm was assigned, and same problem. My suggestion is to use room deodorizers throughout Hotel. That way, everyone will experience Fresh Air.

I cancelled this reservation weeks ago and I still don't see my refund..I have written many times and they say they are processing it. I cancelled through the hotel and them because I am sick..I can't take this aggravation and I need the money!

I called to cancel my reservation two hours after booking after being reassured that I could cancel anytime before midnight on Dec 06/21. I spoke with Anna and Juan ** and at no time was I informed that the booking fee of $14.99 would not be refunded. My reservation was made Dec 05/21 at 2100 ...I had to speak to 3 different people on the phone to get cancellation finalized...Not acceptable and I will not use Reservation desk again and will strongly discourage others.

I booked a room for my son who was traveling first time ever alone, to his first air force assignment in utah. Although he had a confirmation number, they refused it, saying we should have booked directly through them. They had no rooms available. He was upset, alone, and it seemed management could care less. They did pull an out of service room, not a suite, with a broken window, leaky faucet, and other issues, and I appreciate that very much. However, they booked us twice for a suite, so I got the number to Reginette of hotelplanner.com. She calmed me down by first apologizing for the service, then assuring me our problem would be addressed immediately. Within a few days she took care of everything, and I cannot thank Hotel Planner enough for the quality, experience, and obvious training she had. Amazing. My son's name is Jesse **, our booking was under my wife's name, Christine **, same address as above. Please call ** if you need any info.

I tried to book a room for our family vacation over Thanksgiving weekend. The agent at Hotelplanner.com told me they only had 1 room left at the hotel we were looking at-- a single Queen bed. I explicitly said we were 4 persons (2 adults, 2 children) and could not fit on one queen bed. He asked, "what kind of room do you need?" I told him ideally 2 queen beds (adult + child in each), but we could likely all fit in 1 bed if it was a king. Suddenly he announced they DID have a room with a king bed and I got a confirmation for that room -- but he went ahead and booked a queen bed with the hotel, anyway.

DO NOT USE HOTELPLANNER.COM - I cancelled a reservation in June 2021 (for travel in March 2022) and I AM STILL WAITING FOR A REFUND. I have contacted HotelPlanner multiple times and get the same generic response saying my refund has been processed. It most certainly hasn't. The cost is almost $800, not a small amount of money. This is a total scam. Please do not use this website. If I could give them zero stars I would.

Thank you for your email saying you are refunding our money. We sincerely appreciate the thoughtfulness. When we are ready to fly again we will certainly book with you again. Thank you again and Merry Christmas and New Year. I was also happy to hear you had a free shuttle to Christmas tree store, one of my favorites. Hotel receptionist was a joy to converse with and very helpful giving me info about airport I needed. Thank you again. Gloria **

They are irresponsible. I reserved for a number of guests per room and the page confirmed and when I called the hotel it was wrong and their option was that I cancel the reservation, because they could not change it.

The staff was very accommodating and concerned. Sent me my refund right away. They also checked around to see if there were any hotels closer to the airport. I do not feel that they could have done more to help me in my situation.

We had to cancel our reservation at the last minute due to the quality of the hotel in question being absolutely horrible and we did not feel safe staying there. We are really grateful that you gave us a full refund despite us not being able to give 24 hours cancellation notice.

The customer service we received has been terrible. Once I finish with the most recent transaction, I will never use them again. I got introduced to this through my Membership in USAPA. It was supposed to be a benefit. We had a problem in September where we were put in the wrong hotel, I tried to switch to the proper location, same chain 10 miles away, but they could not help me.

Customer service was awful trying to get a refund after my hotel had bed bugs. We had to check out early and they tried giving us a partial refund. Then I spend over an hour on the phone 3 different times trying to set things right and make sure all my money was refunded. Very bad communication between their hotels and them and horrible communication with their customers.

I was way overcharged with vague, ridiculous fees by this company. The actual hotel was much cheaper, I paid nearly $40 extra through this company, and it was not easy to get a refund. I’d give 0 stars if I could.

Poor in the booking process, poor in the cancellation due to schedule of a funeral, poor in not being able to ask questions of a live person to simply get a little money refunded. And I don't have time to write all this because I already spent 6 weeks trying to get service.

I booked a hotel for two nights at $122.04/night TAX INCLUDED. I cancelled the second night early and was only charged one night from the hotel, but I was charged $167.99 plus tax for two nights from HOTELPLANNER.COM PLUS $14.99 SERVICE FEE. BE CAREFUL. TOTAL RIP OFF!!

I have been waiting for my refund for over a month and each time I called regarding when will I receive it, your representatives have given me misinformation and one excuse after another. Please call me at **. Thank you.

I asked for a pet friendly room. Was told it was. Next day I was told it wasn't pet friendly. I was going to be charged a cancellation fee. The booking agent did not know the policies of this property. I am very disturbed for having to go through all this and having to cancel my trip.

Quick, efficient and best outcome. Franklin ** has been waiting for cataract surgery for 2 years. The day after booking an overnight stay we got word he could not travel as the surgery will be on Dec.14. We will be getting a full refund of monies paid because of the action of this consultant. Thank you.

I was promised a voucher or a refund from a reservation months ago for request No.**. Nothing received to date. Promises for call-backs and refund action from HotelPlanner never happen. I have it in writing that I am going to receive a refund in 2-14 business days from three months ago. Still nothing.

Booked a hotel on HotelPlanner.com on June 3, 2021 for $251.11 online. Stayed at hotel on June 14, 2021 and was charged again for the stay there. I contacted hotelplanner.com multiple times with various representatives informing me that I would be reimbursed, but here I am sitting 5 months later with no reimbursement. Very poor customer service and very shady company. They continuously lie or apparently do not know how reimbursements work. :( Will keep trying and burying them in the ground on every site I can find. Trying to avoid civil suit such little money....

They have me locked out of my account for past due invoices that I do not owe. The first was a cancelled group that I've submitted the necessary documentation proving they cancelled their block. And the second invoice is a duplicate reservation request to which I've also submitted documentation showing the duplication. I had been trying to contact someone for weeks prior to the first initial contact with a live agent & now its been another few weeks since trying to clear it up and my account is still frozen. I can't get ahold of anyone directly. I just have to keep sending emails to multiple accounts to get an answer from anyone. Very frustrated & disappointed with the service.

Beware!!! I had called the customer service to make reservations as I was not able to book online. I wanted to book a 3 rooms with 10 occupancy and repeated told this to the rep who assured me that he is booking 3 rooms with 10 occupancy only, however upon receiving my confirmation email it said 3 rooms with only 1 occupancy per room. The rep on the phone assured me that he will modify the booking and disconnected my call.

Adrian a was very helpful in responding to my email complaint. I was really angry as I had been inappropriately been told I could not have a refund on some hotel rooms, when an error had been made by the booking agent. She handled my request quickly and was very kind.

I was booked at hotel and Adrianna **, helped me with a refund I was due. The reservations got canceled, by no means of mine, and Adrianna, saw too that I was reimbursed, accordingly. I have noting but praise for her efforts and professionalism.

This is a SCAM--Beware!! I made a booking on 6/7/21 for 8/12-8/14 on The Knot website (for a wedding). I prepaid IN FULL with my credit card. I received notice on 7/20 that they (Hotel Planner) had a "system error" and my reservation had been re-booked (with a Voucher??) for LESS than what I had paid. (Yipee!!) To date, I HAVE NOT received a refund for my over-payment!! I have had to make numerous phone calls and emails (many of which were false) in which I was promised a refund. I DID stay at the hotel on my reserved dates (8/12-8/14) and yet received notice on 8/16 that my "reservation was successfully canceled". How is that possible?! I filed a complaint with the BBB and was again promised a refund from Briana **---I'm still waiting Briana--it's October 21st!!

I needed help with adding a name to the reservation and manicure I didn't have issues Friday and she handled in like 20 min! She is great! thank you so much for making this process easy especially since it was my first time using your company.

I am a very satisfied customer. This company helped me in a matter that I thought I wouldn't get resolved and it did. I was charged on my credit card from this company and the hotel that I stayed at and the hotel wasn't going to refund one of the charges and this company (hotel planner consumer affairs). I will use this company for all my hotel stays. Thank you, again guys. For the amazing customer service.. MJ

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. **