HotelPlanner.com Reviews

We had a last minute cancellation for our trip. The reservations we had purchased were non-refundable but with the help of the hotel and Reginette at Hotel Planner I was able to get a full refund! Everyone was very nice and helpful and prompt! Thank you!

It was a pleasure working with HotelPlanner.com to plan my 7day stay. They have great customer service and work promptly to solve any matters or concerns you may have. I look forward to planning my future vacation stays with HotelPlanner.com.

Esther ** was very helpful in letting the hotel know that I will be checking in late because of work. I did a chat with her and right away she offered to call the hotel for me. Excellent Service! I am very pleased with the service and the ease of the chat line.

Your agent, Charity ** was very quick in responding and very helpful. She solved my problem in a snap! My computer at home stores information from all family members that use it. When I went to confirm my stay, it changed some of the information from my name to my stepdaughter’s name and the reservation name was incorrect. She helped make sure this got corrected.

I had zero issues canceling a previous room because I had to make changes to the type of room I needed. When I tried to rebook a room is where everything went wrong. The first time I booked I had an error while booking on their website (I never received a confirmation page of payment or email) and was charged for the room. The second time I booked I had an error while booking on their website (I never received a confirmation page of payment or email) and was charged for the room.

I needed help cancelling my incorrectly made reservation and Esther ** helped me immediately and completely. Great service, thank you. I will book again with you sometime in the future and will recommend. Note the survey requirement to write at least 40 words is very annoying. This is not Esther's fault, she was very helpful.

I am very happy that I am getting a refund. I accidentally put in the wrong dates when I was booking online, I was very concerned because it states there is no refund after the reservation is made. I called and also emailed the Hotel and the Online site to ask if I could please be issued a refund, I was told that I needed to wait until they look into what the Baymont Inn will do. I was very please when I received a email from Charity ** who assisted me with this issue. Thank you so much for everyone who was involved and help me solve this problem. Sincerely, Teresa

Esther at reservations was so helpful. I appreciate all her care she took with updating my reservation and offering to help fix a slight glitch I had. Well done!! Thank you for everything she does. Goes the extra mile. Very happy guest.

This company is an absolute scam. Booked two nights at a hotel and was promised a wedding block rate, HotelPlanner never honored the rate and we were charged $100 extra per night. Fine, I let it go. We then had a death in the family, and had to amend the reservation to one night instead of two. After being told on Wednesday that this change was processed and we’d receive a partial refund, we were then told on Thursday that the change never happened and the issue was being “escalated.” I feel like we’ve gotten the runaround for a week now with no resolve. Do not give this company your business.

Refund room cancellation. Karen ** was wonderful. She is so professionally competent. I am grateful. Being ill with a communicable virus and unable to travel was stressful, but she was so helpful to aid me in resolving my issue promptly. I hope your organization rewards her.

I made a hotel reservation through HotelPlanner for my friend's wedding. It was a prepaid reservation so it was made in May 2019 for a wedding in July 2019. I was charged twice the amount only to learn when I went to check in to my hotel that I had no reservation and had to pay this hotel. I also later learned I had been charged for the wrong hotel TWICE on my credit card and have yet to have it refunded. HotelPlanner has been completely unresponsive to phone calls, emails, or online chats to resolve this issue.

I commend Sarah **, a Customer Service Representative with HotelPlanner.com for resolving my hotel cancellation and refund issues, that were prompted by an unexpected family illness. A trip to my hometown outside of Detroit was planned to see my father after a prolonged 7 year period of not being able to come home. Our close relationship was to be reaffirmed by sharing meaningful experiences, such as a Detroit Tigers baseball game, a drive to Belle Isle, and visiting his favorite restaurants while also catching up at his house.

On 2 separate occasions for my problem I found their representative, Karen **, to be pleasant and very helpful in helping me with a difficult situation. She made no shallow promises and was very objective about my chances of resolution but followed up on my behalf and secured a refund for my hotel cancellation which reflected well on both HotelPlanner and Holiday Inn Express. I would not hesitate to return to either based on this experience.

Dealing with Charity was nothing short of a pleasure, and she was very effective with her communication during our interactions. All points of contact were pleasant, and made resolving the issue a smooth experience. After this great customer service, I will make sure to use HotelPlanner again, and refer more of our organization to using this website. Thank you HotelPlanner, and thank you Charity **.

Very prompt friendly service when I had to cancel due to family health problems. Originally very easy to book with many choices. I would use this service again and would also recommend to business colleagues and friends. Thank you very much for prompt service.

I just needed to cancel 1 night of my stay and they were able to find my information and connect with the front desk to get that taken care of very quickly. Very satisfied with the service and how easy it was.

I reserved a room at a hotel in Camarillo and paid for it online. The hotel charged me for the room as well which I was unaware of until I received my credit card bill two weeks later. I called the 800 number on my statement and they explained the situation to me and resolved the matter very quickly and professionally. The hotel very quickly credited my account. Excellent service on your part! Thank you!!

I contacted the customer service with an issue I had. The rep was extremely nice and understanding. She then advised I should write an email to the person in charge of this kind of problem I was having. Reginette is the person who replied, she was very understanding and helpful, she was able to help me, and kept me up to date at all times. Thank you :).

Charity keep me constantly updated during the process and obtain my refund with the booking date error. I appreciated her hard work and communication. This did take a little long but I understand it was not her fault. Thank You.

Esther ** was great! She helped me add a second property to my account very quickly and efficiently. I had to tried the chat option 3 times before and none of those representatives responded to me. That part was a little frustrating but Esther turned my experience around.

We made a reservation for a hotel, and later we wanted to make a change. They never sent me an email with the confirmation, and when I was going to make a change they said that penalty would apply WHICH IS ONEROUS AND FRAUDULENT (they ask you to pay the whole amount + taxes). This change was requested 15 days before the reservation!!!! I don't understand how Hotel Planner can have deals with hotels with these clauses. We talked to the manager and he covered the worker who never did his job badly without thinking they were playing with our time and money.

The online chat agent was prompt in correcting my issue from my reservation. My reservation was made for the wrong day and she was able to work with the hotel directly to make the correction. I appreciate the swiftness of the resolution.

This company handled the hotel booking for an event and was terrible when I had a problem. They did not return my calls and would not change my reservation to an upgrade. The event steered me in to using them through their website, so that is how they get customers. The hotel would have worked with me but because I booked through this site there was no flexibility. I am going to be writing to the hotels to let them know how poorly they were represented. The customer service reps don't offer their names and when they have had you on the phone too long will say that they are sending your request to be reviewed and someone else will contact you. They don't. They just want the money and don't care about your trip.

I never heard of HotelPlanner.com but I so appreciate them helping me conclude this nightmarish experience with Reservation Counter. My reservation was cancelled by them the day after it was made but they advised that they could override the hotel's cancellation. There was reference to the Merchant of Record who they said they could not name. I don't understand the chain of people in this situation but I can say that it was an awful and stressful experience. Reservation Counter was fixated on the fact that I turned to American Express in desperation, saying that I had negated cooperation from them by involving my credit card. I have printed copies of all of their exchanges, which I kept in case I needed them for AmEx. Charity ** phoned today and was most cordial and polite and she promptly followed with an email confirmation. Thank you....

I made a reservation for 3 rooms, 3 families traveling for a wedding. The site allows you to "select" a room type showing the colorful photos that one might see on a hotel's booking site. I selected 3 double-bed rooms and paid. After I found that I got 3 rooms with one king bed. Hotelplanner.com refused to help and stated, the room type is only a request, not a guarantee. Once they have your money they don't care about their customer or return business. Thank god Marriott is such a quality institution. They are trying their best to help me with this situation.

Trying to cancel a reservation (because my husband is in the hospital) was impossible. Their 800 number looped me through hold music each of the 4 times I called. The British customer service agent was rude and hung up on me when I asked to be transferred. I would never recommend booking with this site.

They helped me get my money back from the motel that I had to leave due to injury. Hotel gave me a second floor room without an operating elevator. Had a bad leg injury and had requested a ground floor room. Finally had enough and left. Manager was a racist. These guys after some prodding got my money back for night that I left.

I had a problem with booking and not getting the correct wedding rate and Karen responded quite quickly and was able to give me a full refund and answer my questions in a timely and polite manner. Would recommend, she was very helpful and accommodating.

The overall experience was a little troublesome because there was confusion when we cancelled and a glitch about our refund. But, a wonderful women named Ursula ** was absolutely amazing. Ursula stayed on top of the situation and exceeded expectations to assist us. She remained diligent, kind and professional throughout the whole process and to be honest because of her incredible assistance I wouldn't hesitate to use this service again.

Charity ** was extremely helpful in making sure our reservation change was communicated and full executed at the hotel. I appreciate the customer service that was provided, as I received a follow up email confirming these changes had been made. Put my mind at ease.

Esther ** was so professional and quick getting answers for my questions. Great service where I do not actually have to call anyone. Wonderful service to provide to busy individuals. I would definitely recommend this to my family and friends.

Cancelled my first booking and made a second reservation due to the location preference. Worried that I will be charged so talked to Esther ** who is very helpful and professional! Answered my questions and made my day!! She is great.

I made an incorrect reservation, Sara ** heard my problem and was able to help me. The customer service is very professional and did what they said, that is always important when using any services. In the future I will revisit HotelPlanner.com. Thank you, Sara you are a true asset.

I did not know how to add my sales managers to my account. Esther ** was prompt, and answered my question right away. I followed the instruction she gave me and was able to send invites to my sales managers right away.

Very quick to answer. Easy cancellation. Very helpful with no issues. I thought it was going to be a problem to cancel the reservation but it took only few minutes through the chat. Thank you for your help. I would recommend this company and I will use it myself on my next vacations.

We had a situation where we had made a hotel reservation for a family/friend wedding in September. The invitation said there was a block of rooms reserved under the family name. I went to the Knot.com via the couple's website. The Knot.com said there were no rooms available. Hence I went down the list until I was able to make a reservation. After concurring with other invited guests I was assured there were rooms available at the hotel where the wedding party, parents of the couple and a complimentary shuttle were provided. I called the preferred hotel and made reservation under the wedding block. Afterwards I cancelled my reservation at Country Inn and Suites but was still charged the full fee even though we had cancelled in plenty of time for the hotel to rebook the room.

After attempting for 10 days to resolve the above listed reservation, I informed my company that I needed their help. I was contacted by Ms. Sarah **, who informed me that she had resolved the matter. I give Ms. ** 5 stars for her work.

STAY AWAY FROM THIS COMPANY AT COSTS! We were reviewing the website "The Knot" and saw the hotel and price of the room the couple mentioned @ $140 per night. I reserved 2 rooms for two nights and they required me to prepay the entire amount. Never mentioned the non-refundable policy, and charged me $975.00 or $243.00 a night. I called and called and called before I actually spoke to someone at HotelPlanner telephone number. I told them when I made the reservation I was told this was the hotel, it was not. This is a third party scam that charges you an extra $400 for their services. They said they would "escalate" the refund request, but ten days later they never got back to me. I called my credit card company and disputed the charges and canceled the reservation. Now thirty days later HOTELPLANNER is challenging the charges.

Esther was extremely helpful via the live chat function on the website. She helped me to cancel the reservation because my company had a sudden change in scheduling and would not be able to make it to Huntsville. She was able to retrieve the reservations and helped rather quickly. She was very responsive on the live chat function.

Finally! After weeks of frustration and the runaround, I finally got Sarah Buchanan on the other end of the line. A bad experience at a hotel was horribly magnified by the aggravation trying to get a refund as promised by the hotel manager. Sarah was professional and courteous. She was thoughtful and listened to my situation. She followed through and processed my refund just as she said she would. Finally, someone who understands customer service. Can’t say enough about my interaction with Sarah. Her professionalism is rare in today’s world. I am delighted!

I made a reservation through a wedding website that directed me how to reserve my rooms for the wedding. I went through the reservation process to see the dates reserved were the wrong days and month for the wedding. Sarah ** took on my case and resolved it with a full refund so that I can reserve the correct dates for the wedding.

I had a family emergency and needed to cancel my reservations, not only did they respond quickly but also refunded my prepaid funds in a timely manner. I would absolutely use again for future bookings. Communications were rapid and professional.

Wonderful experience booking with HotelPlanner.com. I had booked early, and closer to the wedding I needed to make a change. Worked with Reginette ** who went above and beyond to make the change and ensure I was happy with the outcome. She made a very stressful wedding weekend easier and was a pleasure to work with. I would recommend Reginette and HotelPlanner.com for anyone making reservations!

Due the death of my daughter, had no choice but to cancel my reservation. My reservation was one that did not allow cancellations but with the assistance of Ms. ** she was able to not only get it cancelled but will also receive a refund within the next 14 days. So very grateful to the Ms. ** for her understanding of my situation and for helping us with this matter. She is an excellent customer service representative. Thank you so much.

One of HotelPlanner customer service staff responded to my email for a refund. She stayed in touch with me until my refund was processed. I appreciate this kind of customer relationship and connection very much. Thank you very much.

I needed to make a slight reservation change due to itinerary modifications. Reginette was helpful and responsive. Make the change quickly and followed up immediately. Would recommend to a friend or colleague in the future.

Thank you to April ** who has been extremely helpful in helping me get refunded for booking at the wrong accommodations for a wedding and we are the wedding party. An honest mistake and we appreciate the quick turn around time. Thank you to Bruce ** as well for connecting me to April. Best wishes to you both.

Thank you Regina, for helping my husband and I with our small problem. Regina, you were professional, knowledgeable and easy to work with. I hope HotelPlanner knows how valuable you are to their company. I will be recommending Hotel planner to our groups of friends and using Hotel planner in the future. You are the best. Thank you again, Sincerely, Mary.

I tried calling the hotel and kept getting a voicemail. I then tried the email address (live chat) and was quickly answered by Reginette ** that confirmed my cancellation online was a success. She even followed up with an email confirmation.

I signed up with HotelPlanner to help me coordinate hotel accommodations for an April Cape Canaveral conference for 175 delegates from 23 countries. HotelPlanner had me sign a group rewards program contract to offset costs to my company for planning. Hotelplanner set up the hotel and got their commission based on the hotel use reports that they hounded me for before the conference was even over. However, when it came to honoring their contract with my company, they were nowhere to be found. I called and emailed so much and CANNOT reach ANYONE—including the person who help coordinate and sent me the contract to sign. I was thinking that maybe the company had gone out of business. I am disgusted by HotelPlanner's fraudulent behavior. I want to give them 0 stars because they are FRAUDS.

Reached out to Sarah ** and she worked with me to get a credit when I had made a reservation and needed to cancel. She offered credit on a future stay. I was treated fairly and appreciate that. Sarah went over and above the required. Help.

I had some questions regarding my upcoming visit and Reginette answered them quickly and fully. I was very pleased with our exchange. I have not stayed at this hotel or dealt with brand before, but I would definitely book with them again.

Thank you for the refund from my no refund no cancellation. I accidentally booked a hotel, at first I was having a hard time and once I actually spoke to someone higher up they assisted me very well. Thank you so much!

HotelPlanner finally got back to me after 4 days and multiple emails and calls. They did issue me a refund as a one-time exception. I am appreciative of this and very happy that they honored my request. I can still only give them 3 stars for the lack of response, unreturned voicemails and dead-end numbers listed on their site. It feels like a scam site, even though it is not. Thank you Hotel Planner for refunding my money.

The reservation system booked me for two nights because that was the default for a wedding. Karen ** chatted with me online, told me she would look into it, fixed it, called me to check in during the process, and then also called and emailed me to confirm that everything was taken care of. She was a rock star and I absolutely appreciate her not only dealing with the issue but also taking the time to communicate with me so professionally and consistently. Thank you!!!

It was Sarah Buchanan's desire to always give quality service and she definitely succeeded. She truly delivered excellent customer service. She was very pleasant and understanding and when necessary she called me back promptly. I look forward to have an enjoyable vacation.

I wish it was possible to give 1/2 a star because that is what Hotel Planner deserves for their horrible customer service. I booked 1 king room through Hotel Planner to attend my brother's wedding. The room I booked was to be paid when we arrived at the hotel the day that we checked in. The total for the room was $263.98 and it was charged to my debit card two days before I checked in. I was alerted by the charge because I was charged several overdraft fees by my bank.

Charity was professional, kind and helpful during our conversation. I purchased a nonrefundable hotel room but wanted a refund due to approaching hurricane. She passed my details to someone in a higher position and a refund was granted. Thanks Charity!

I originally booked a reservation at a Fairfield Marriott in Ohio from what I thought was their phone number. It ended up being a 3rd party number unbeknownst to me. Within 10 hours I needed to cancel. After many phone calls and emails Charity ** was able to solve my issue. Thank you.

Thankfully I was able to cancel a reservation that I no longer need it. Thank you for your assistance. We had made a reservation two months ago. But at this point we no longer need that reservation. Since we canceled we will now be able to take advantage of that money that was refunded and also the time that we need for something else.

Greetings from Austria, thank you so much for your help and kindness in cancelling the booking I made for one of our employee!! It was really easy in handling and I am very glad it works without complications!!

I needed to cancel reservations I had made for next year for Bostonian Hotel. Dentry ** was so good helping me put this through. Very courteous and efficient. Dentry got back to me within a few days to confirm I would get my refund back. Appreciate the good customer service.

Charity was able to get my reservation cancelled which I appreciate totally. My husband has been ill for several weeks so it is a relief that I do not have to eat this reservation. The process that I had to go through was quite frustrating. I some how deleted the email with the confirmation and therefore I had to call 4 different numbers before I was able to get to someone that could help me. That is the reason for the 4 instead of 5. Thanks.

I made an Error on my reservation and picked the wrong date. I was able to talk to Karen ** and she was able to correct my error. She was very helpful and very timely in her response. I appreciate her excellent customer service. Wish it was that way everywhere???

Charity ** worked on my problem and was able to resolve it. There was a unplanned change in my reservation and an error on my part that HotelPlanner helped me with. I was very pleased with the resolution offered. Thank you.

I booked a room through HotelPlanner. I was very rushed by the lady to book my room, and I booked it for the wrong weekend. I understand this is my fault, but I was really disappointed that even though I booked the hotel room 4 weeks in advance they could not switch my booking date to the right week or give me any kind of a refund. They don't STRESS that "at all purchases are final" (it is in the Terms and conditions, and to be as honest as I can I believe the lady mentioned something about the policy just before confirming my order, but it was very vague). I don't make a lot of money so that $600 bucks is hard to shovel out for a room I can't use!

I would like to thank Karen ** for going out of her way to accommodate my cancellation due to unexpected change in my work itinerary. Her professional attitude will continue to bring us back as repeat customers. Thanks again for helping us out of a tough situation.

Booked accommodation in Australia for Australian site. Even though I stated AUD I still got charged US. No Australian phone numbers to contact as to why this has happened. Not impressed at losing so much money, when I haven't even left the Country.

We made a reservation that because of an emergency we could not keep. I reached out to the company and was directed to Ursula ** | Reservation Specialist who did a great job helping me with my reservation and making sure I was completely happy. We were satisfied with the experience.

Never use HotelPlanner. They charged me $80 more than if I were to go straight through hotel. I was getting a room for attending a wedding out of town. The couple used the Knot.com. For accommodation the HotelPlanner came up. Reserve a room with us good price reduction 77% cheaper. So I did come to find out they charged me so much more than they should. It’s deceiving and making money off of you. I tried to get it changed. They charged my card right away and said no changes or cancellation refunds. So now I’m stuck with a room that cost me $80 more than everyone else who used the hotel and not HotelPlanner. Customer service was terrible. They said we will get back to you in 2 business days. Never heard from them yet and I called 3 times complaining. Always go through hotel first. Never use 3rd party. HotelPlanner you suck.

Customer service -- Charity. I could NOT have asked for anything more!! Professionalism, politeness, & proficiency at its finest! A person with these qualities is in great demand in the customer service world!!! Being a former customer service manager, you might want to take heed of the previous sentence.

Karen ** assisted me when my flight got cancelled due to weather. The hotel was not being flexible even though the cancellation was out of anyone's control. Karen went above and beyond to take care of the cancellation for me and helped when I had a long list of other companies to reach out in regards to my cancellation. I have been in the hospitality industry for over ten years in lots of roles- GM of a Hotel, Event Director, F&B Supervisor - and she provided exceptional customer service. I truly appreciate it!!

Dealt with Ursula... very efficient. Pleased with the contact she made with the hotel. Hopefully the hotel will be able to accommodate my request. There will be no problem if they do not but as we are going to a special wedding on House Island it would be good to have a water view.

My experience with this agency has met my expectations. Today I requested an email confirmation and receive them immediately from Reginette. My bookings thus far has been satisfactory. I will highly recommend other family members and friends to use this site.

I signed up to participate as a hotel to bid for a group sales. In couple of years there was not a single lead that brought me business. I tried to remove my business from the list of booking providers and not bid on any sales leads without any success. My contact is most likely if a computer generate messenger and my emails going to an unattended mailbox. Can someone help me to unlist my property? tks

This was by far The Best room booking experience I have ever received. The price I was given was absolutely to die for. I feel compelled to continue using this site whenever I need to book a room. Thank you so much.

We had a hotel reservation booked for two nights, almost a week prior we requested to cancel one night and receive a refund, keeping one night booked. It took almost one month to get a refund, and though our reservation seemed that we should have been fine cancelling and receiving a credit back on our credit card, after a long wait we only received a voucher back for a future stay through Hotel Planner (not as ideal as a credit through the original purchase method).

Absolutely fantastic service taking the hassle out of group bookings! Not only were the multiple choices offered for my group trip to NY, the site also provided information about events happening at the time our trip was on! This helped with planning and saved us quite a bit of coin in an otherwise expensive city!

Anytime I plan or unexpectedly need to fly out. I always know I can count on HotelPlanner to ensure easy, hassle-free and efficient bookings. Therefore I would recommend this to anyone trying to get their holiday sorted out properly.

Used the site to book trips in Amsterdam and Lisbon at late notice and was pleasantly surprised at the ease of use and reasonable prices at such late notice. I’ve continued using HotelPlanner ever since!

There’s no better group booking solution available on the planet. Helped us secure a room in impossible conditions. Where hotels in Monaco were £3000+ booking experts placed us a 20 minute cab ride away from Monaco in 4 star hotel for £200 per night only two weeks before the Monaco Grand Prix. Absolute no brainer.

HotelPlanner.com, in particular, Reginette **, was instrumental in resolving the double charge incident I experienced at the Chesapeake Beach Resort and Spa. It took a couple tries by Reginette, but she was able to work with the hotel personnel to bring to light their over/double charge, and as a result, I was issued a refund by the resort.

I reached out to one of the online rep person Karen **, she was amazing in helping me out. She asked me to wait and that she will get back to me with an answer, and when she did it was a good news. This rep helped me get my money back. I am really thankful to her. Appreciate all her help to get my money back. Go gal :).

I booked Four Points by Sheraton Toronto, Missisauga with Hotel Planner and I got a very good rate with them and due to a death in the family I had to cancel the room. The customer service representative Charity ** was very understanding and escalated my case and helped me get my refund within 24 hours of providing the necessary documentation. I would recommend anytime to use Hotel Planner.

My service was outstanding. It was easy to book my hotel and then when I had a change of plans, I didn’t have any trouble canceling. I simply emailed and I had a quick response from Reginette. I would definitely use their service again.

Thank you to Sarah ** for assisting in getting my reservation dates corrected for our upcoming trip! Sarah understood the situation and 'just handled it' without all the hassle I had to go through before going to her. The 4-star rating is only for Sarah's assistance, the overall process would get a 1-star rating for Hotel Planner. Thanks again Sarah.

I reached out to try to receive a refund for one night of a two night stay. Sarah **, your Customer Service Representative, was very helpful, and promised the refund within 7 to 10 business days. I couldn't be happier! Thank you Sarah!

I had an unfortunate personal situation where I had to cancel vacation plans for the 4th of July. The sales supervisor, Karen **, was very understanding and went above and beyond to ensure that I would be a satisfied customer. In the future, I would not hesitate to book a future vacation stay with HotelPlanner based on that interaction.

Sarah ** was extremely helpful in getting my problem resolved to my satisfaction. She listened to my dilemma. She thoughtfully assessed the challenges and then laid out a game plan. She then followed through on everything that she said she would do. She truly made lemons into lemonade. Thanks Sarah!

I received great service today by Ursula **. My reservation dates had changed and she called me back and made the accommodations to cancel my existing reservation and made arrangements to rebook at the same Hotel. She was very helpful and professional. I feel she went the extra mile to make sure my needs were met. Because of the service that I received I will definitely use HotelPlanner.com again in the future.

I was very satisfied with the service I received. I was double-charged for a hotel room, and I was able to receive my refund in a timely matter. I very much appreciated the help I was given in this process. Thanks again!

I originally booked a room online at the Mountain Lodge. Mistakenly pressed the incorrect room type. Chatted online to see if I could change my room type to a Deluxe room with a balcony. Req sent to Escalations dept, where Ursula assisted me in cancelling my online req so that I could go in and re book the Deluxe room. She was very attentive to my request. Thank you! Will be attending a wedding in Sept.

Karen ** at Hotel Planner was very helpful in processing a refund at a hotel where we were booked but my daughter wasn't able to check in because of her age. The Hotel Moda in Vancouver BC was also very understanding and helped in finding another hotel nearby.

The customer service staff is excellent. I had an issue with an order due to a change in my business travel schedule. I contacted customer service to assist me and they were able to to work with me to resolve my issue in a prompt manner.

We booked a hotel room through Hotel Planner so that we could go to a baseball camp with my son. They gave us a great rate and we were excited to go. However, my son hurt his shoulder and has to take a 4 week break from baseball. I emailed Hotel Planners support and when they heard our problem, they gave us a refund. Great customer service and would use again.

Karen ** was extremely helpful in assisting me with canceling my reservation and ensuring that I receive a refund. She was professional and efficient and I truly appreciate the support! I would definitely use this method of booking again since it was both easy and I felt supported when I had an issue with my original booking. Thank you for the help!

Karen ** was amazing, I messed up and booked the wrong date for my anniversary. Karen was able to fix the issue in a timely manner. I can't thank her enough for helping resolve the issue. She was awesome and empathic with my situation, thank you again!

I attempted to use HotelPlanner in August - October of 2018 to block off hotel rooms for my wedding guests. The site was not user friendly, all the hotels they got quotes for were 45min or more away from my venue, and I had to search out and Google reviews for hotels in the area where I'm getting married. Which is right off of a major interstate and has tons of options.

I asked for a refund and your agent Charity ** kept me informed about the progress in multiple emails. I received the resolution from her this morning. Charity has been most helpful in taking care of this situation. You should be glad to have such a dedicated employee. Thanks, Nick

Charity ** was very helpful in us getting our refund back so that I could go home to help my son who was in an accident when I was supposed to be at my daughter's clinic Scolismart boot camp. She helped us receive the email and get our refund back.

Charity ** provided me with excellent customer service and was attentive to my needs. She followed up as expected and did a very nice job. The situation was confusing and she did not show frustration and helped me along the way.

When you go on their website, they have the exact same room at different prices. Make sure you click the cheapest one- some have "surcharges" that are half of the room's price. After I booked, I went back to look at photos of the suite and realized I overpaid by $100 in fees that the exact same room didn't have! I called customer service and was told I should have been more careful and found the one (out of four!) listings for the same room that didn't have the hidden fee; there's nothing they could do. Buyer beware.

We are so happy that we are able to receive a refund for the hotel, we were very much looking forward to, as we were to attend my niece's wedding. When we booked had no intention of cancelling until we found out my husband needs cancer surgery that weekend. Thank you. Appreciate the kindness of Charity ** in her quick response. Will definitely book future stays thru you when my husband is well & we can travel again.

We booked hotel through HotelPlanner. It was nice experience. Karen was very helpful and gone out of the way to find hotel for our choice and assisted us to get the booking. I appreciate her and HotelPlanner for this.

I booked two rooms at the Holiday Inn, Marquette, MI for a wedding. Unfortunately I had to cancel one room due to a family crisis. My reservation came with restrictions, but HotelPlanner were very gracious and contacted the hotel, obtained a cancellation and consequent refund for the room for me. I really appreciate their kind assistance in this matter. I would honestly not hesitate to use their service again and recommend them to my friends. Thank you HotelPlanner.com and Reginette, their Agent I spoke to, in particular.

I had made a mistake on my reservation and Sarah worked diligently on helping me out. She went above and beyond and I truly appreciated her quick and efficient work. I was really stressed out about my mistake and she was quick to take action. Thank you Sarah!

I had a situation arise at the last minute that required changing my reservation at the Hilton in Omaha, where we were staying for my son's baseball tournament and the college world series. Reginette ** did an excellent job of understanding my unique travel situation and resolved all issues in a timely and professional manner. Well done.

Charity ** was quick and to the point with my request to add a name to the reservation. She understood my need and assured me that the person I added could use his credit card for payment for the room for the dates reserved. I felt confident that my request was honored. Thank Charity for her kind service.

Charity helped solve a reservation issue for me and was extremely kind and went the extra mile. Also I had chatted with Asia on your website and she likewise was very helpful in referring me to Charity. Problem solved very quickly with total satisfaction. In the future I will seek out their services in my travel needs.

Prompt and courteous cancellation processing after I realized I had booked a hotel too far from Parris Island to attend my niece's graduation from boot camp. Emailed receipt was helpful and easy for me to communicate directly without having to call. Great job Reginette!

Charity ** turned a stressful situation into a pleasant one. When I booked my reservation online and received my confirmation incorrectly the incident was escorted to her. Customer service said I would receive a response within 3-5 business days. Thank you for rectifying an error so promptly.

Charity ** helped tremendously by working with the hotel I booked and me. The reservation was booked for two nights instead of one, and it was a non refundable deal. I noticed the dates, and I changed it, but apparently it was not saved when I committed to the deal. I really appreciate her understanding of my problem and her prompt attention and resolution.

Still no refund. She doesn’t answer her phone or email. I’ve tried multiple times to contact her and nothing back. Please contact me at **. I think this is ridiculous. It’s been over 2 months and no resolution on this matter. Please advise and refund.

I am writing to express my appreciation for how my reservation was handled. I'm not writing about great the hotel was, I'm sure it was wonderful. I'm actually writing to share my appreciation for how my reservation cancellation was handled. It was a pre-paid booking and they absolutely didn't have to cancel and refund my payment. However, they listened to my story (involving a death in the family), and they readily agreed to cancel and refund my reservation. It was wonderful to have one less thing to worry about. Thank you!

I booked a hotel for a wedding over 2 months in advance, but the week before noticed an error on my billing. I was so pleased with the quality service I received. Charity ** said she would try and assist me but would get back to ASAP. She did just that! Within 24 hours she contacted the hotel and made the change to my reservation!! I could not be happier with the service I received. Thank You.

I'm giving an overall rating of 3 as there are 2 parts to this rating. First, was the booking. I would rate that as a 1 due to the misrepresentation that took place. The reservation rep had multiple opportunities to correct my thinking that I was booking with an actual hotel but he did not do so. If he had, I would not have booked. Due to multiple reasons, I wanted to cancel this reservation. I want to applaud Karen ** for doing the right thing and granting my refund. For her, I give a 5 star rating. Thank you, Karen, for ending this experience on a positive note.

Sarah ** with HotelPlanner assisted me with my reservation and provided great customer service throughout my whole experience. She also made sure to follow up with me in a timely manner. I would definitely recommend Sarah to others who are looking to book their next vacation!

I had a non-refundable reservation for Hampton Inn in Sidney NE. Unfortunately we had a death in family and was unable to attend. Sarah ** was able to review the situation and extended a full refund. She could have insisted I knew the rules but took a nicer approach. Many thanks to your organization and Sarah in particular.

Thanks to Sarah **. for investigating, researching and validating my question about a mistake charge on my credit card for two hotel rooms. It took several attempts to get the questions answered. We had been charged twice and Sarah was the person responsible for correcting and refunding the charge of over 600.00. Thank you, Sarah. Your company is fortunate to have you as an employee. Best wishes and thank you! Greg

We used Hotelplanner.com to secure a block for our wedding guests in Athens, GA and it was so easy! My friends and family used the booking link Whitney provided and we all saved a lot of money! I always recommend Hotelplanner.com to my friends when they get engaged. Wedding planning is hard but using Hotelplanner saved me a lot of time and money!

I had a recent booking that I thought was a book now and pay later type of deal. I got charged immediately for the hotel booking. I cancelled it, and was told that I wouldn't be able to get a refund. I emailed HotelPlanner, explained my situation, and got a hotel voucher for my reservation!! I was so pleased. It really made my day.

Helpful descriptions of hotels and nearby places, and helpful layout of material overall. Their advertised prices were competitive and reasonable. Booking process is straightforward. Also, afterwards, prompt cancellation of unneeded bookings when necessary, so the service was good. Thanks- AK

Mistake was mine over dates. Quick response. Very satisfied with cancellation service. And also assured that my credit card payment will be refunded. I have no further comments as I will be rebooking my reservation as soon as I complete this form and submit. Best wishes.

I used HotelPlanner.com to setup a block of rooms in Atlanta for an executive meeting that happened to fall over a major citywide event. We needed to be close to the downtown regional office but the downtown rates were over $350 per night. The local agent Whitney helped me secure a great 4 star hotel just outside of downtown within our budget that was close to great restaurants. The executives had a great experience and HotelPlanner.com will be my first call for our next meeting.

Sarah was very helpful in handling my issue. Great job! Very prompt, professional and courteous. I would gladly work with her in the future to resolve any problems. She gathered information needed and worked very hard to resolve issue in a timely manner.

I was allowed to be given a refund even though it says none will be given. Charity ** took great care of us and once she heard the situation took care of everything within a 3 hr timeframe. Money was returned and next time we have to book I will be coming right back to this site.

I booked a room for 5 nights at the Westfield Marriott hotel in Chantilly, Va. We are traveling from Michigan for a law conference my daughter will be attending. It was through HotelPlanner.com. I thought it was a book now and pay later type of reservation. When I saw that my credit card was charged for the full amount, I cancelled my booking. I called the hotel to see if I would be able to get a refund, but told me to contact the 3rd party company, HotelPlanner.com. I contacted them, they transferred me to a different department, and said that I would not be able to get my refund. Now I am out of $638.48. I wanted to see if I could get my room reinstated since I was charged so much. I left an email. They haven't gave me a decision yet.

HotelPlanner customer service was very fast and helpful. When they sent our reservations to Red Roof they ordered us a single bed handicap room what we had reserved was a 2 double bedroom; Our experience at Red Roof was terrible but the CS at HP did a great job in handling our complaint.

HotelPlanner was so easy to use. I was able to quickly find hotels for a European vacation in great locations and at a great price point. I was able to quickly book a hotel with little time spent on search because of the results and filtering provided from HotelPlanner. I will definitely be looking at HotelPlanner when planning my next vacation!

I've had some trouble keeping my reservations on account of family circumstances. I am very pleased w/ how Reginette ** handled my request. She was prompt and understanding. I certainly would've liked a full refund (versus partial) but I understand that it is out of her hands. Thank you, Reginette.

My mother booked a room for a weekend wedding out of town. Subsequently, she had to be treated for memory issues and her doctor did not want her to travel. The customer service department worked with me to refund her reservation so that she didn’t also lose her money besides not being able to attend the wedding. I am thankful for the assistance in what was already a difficult time.

Had booked a hotel room and unfortunately, had a sudden death in the family. There is a no refund policy but I was able to submit the obituary and plane tickets to the company. Reginette was able to provide me with outstanding professional customer service and able to help my family and I out with a refund for our rooms, given the unforeseen circumstances. Thank you.

I saw this service advertised on The Knot website and thought I would try it since the venue you my event was at was very small. In the end I did not get to fully choose the venues. One of the venues I had no choice about was my venue. I had already booked the maximum block at this hotel. I ended up creating problems for the venue. I told the contact at hotel planner I no longer wanted their services and they still contact me and they are wanting to rate the venue and have my group rate them. I find it really annoying especially after I told them I was no longer interested. It also had alternate hotels contacting me from far away from my venue including hotels that would involve my guests crossing a border. I just didn't find the service that helpful at all.

There is a duplicate charge on our bank statement of $361+, and I've left 2 messages (5/31 and 6/5) and it's now 6/11 and still no callback! I tried to leave a VM today but the system wouldn't let me. Their customer service is non-existent so far. I'm ready to take this to the Better Business Bureau, the news station - whatever it takes!

I encountered a system issue where I ended up with a duplicate reservation. The first lady I spoke to was nice and processed my issue to the next department. 2 weeks went by and I heard nothing. I followed up twice and the service people were rude. However, after my third call, Ursula ** stepped up and took very good care of me and my issue was resolved immediately. I have even had to follow up with her about a refund and she was still kind and courteous. I appreciate everything she did to help me out. She was a pleasure to deal with - Laura.

Ursula did a great job helping me fix a mistake I made with my reservation. I was in a real mess with my situation and she worked very hard to resolve my problem to my satisfaction. Thank you for wonderful service! John

We had reserved a room for two nights in Dubuque for our son's baseball tournament and two days before he broke his knee at practice. It was a stressful time and Ursula's calm and understanding service during my phone call helped ease our situation. She kept me informed throughout the entire process as my cancellation and reimbursement request was going through the proper channels. I was thrilled to receive a full credit for the room we were not able to use. I would recommend using Hotel Planner to anyone who asks and I will seek out an opportunity to use the service again during future events. Ursula was a joy to work with.

I reached out to customer service in regards to cancelling a reservation. I received a response within a timely manner and I could tell that they were happy to assist. The service that I received was amazing. I would definitely recommend.

I was stuck out of town with a medical issue. Reginette ** helped me cancel a non refundable because of a non foreseen issue. I would have understood if it was just not possible, and I would have eaten the hotel cost. But it was nice that someone understood that emergencies happen. I appreciate it very much.

It's not very often that I take the time to point out extraordinary customer service. I've done it probably three times in my 45 years on this planet. I must say that my most recent interactions with Hotel Planner and Reginette ** have restored my confidence in the human spirit and that grace and truth are still alive. I am a seasoned baseball coach with more than 800 games under my belt over the last 10 years. I'm also a parent with two boys that play two sports. Over the last decade we have spent hundreds of nights in hotels.

Due to a fire at a wedding venue, my niece's wedding had to be moved to a new location. I was able to get a voucher when cancelling the reservation even though it was non refundable. Reginette was very helpful!

We had to cancel our reservation due to illness and Reginette was very quick to send the cancellation notice. We appreciate her help. It is refreshing to receive the response so quickly. Please let her know that we appreciate the help she provided.

We have had a horrible experience dealing with individual booking department and their escalations team. In trying to fix a website issue that booked our reservation with the wrong dates, we were told escalation department could fix the issue within a few days. After a week and a half without an answer, customer service representative on the phone said she would have her manager call us back within 10 minutes. Three hours later, their office closed early for the day and I am now the night before my trip starts without a hotel room. We will never use HotelPlanner.com again and will strong recommend anyone we know to do the same.

A huge thank you to Reginette! I miss book my reservation with an extra night, doubling the cost! She was able to cancel the reservation for me saving me a significant amount. She was quick to respond and informed me of the process. I had a little difficulty understanding the booking but her help really brought me back around to appreciating the Hotel Planner website. Thanks again Reginette!

When my family and I went to book hotels for a family wedding in Florida over 6 months in advance we went to the hotel website and we found out only in the confirmation email that we had booked through HotelPlanner.com and that we had paid in full and a higher rate than stated and there were no cancellations. We tried contacting them immediately to correct the mistake but only got voicemail and left them without any response. After contacting another number (not offered in the email) that I was given by the hotel (i.e. hours wasted on the phone just to reach someone to help) I finally spoke with someone live. She did recorded what I said and told me we would get a response later.

After making a mistake, I was able to adjust the date for my hotel reservation in an easy manner and didn't need to convince anyone to help me. After speaking with someone on the phone last night I was assured this would be taken care of. I am thankful for the timely response.

When checking in at the hotel, it says it cannot find my (prepaid) reservation! I called the customer service number and no one answered! Reached out in mail, no reply either! Luckily credit card company refunded for the time being.

My wife and I had a confirmed reservation paid for months in advance at The Marriot PennSquare in Lancaster, Pa. We booked the room in November of 2018 for a Family wedding for two days; May 16 and 17, 2019. When we got to the hotel they claimed our reservation could not be honored because there was no rooms left? The hotel management said something about Priceline. And, they said that Priceline changed our reservation to Residence Inn some miles away? When we refused to go to that hotel, we contacted Priceline to complain, only to be told that it was Hotel Planner's responsibility. Hotel Planner said it was Priceline’s? A total run around. A result would certainly be appreciated. Please resolve this. And a more positive review would follow.

I needed to change a reservation and contacted the hotel directly and they told me that since I booked through a 3rd party that I would need to have them contact them. The hotel said it would be no problem to change the reservation. I Contacted HotelPlanner.com's customer service and they told me they couldn't help. I restated what the hotel said, and they still said they couldn't help and eventually hung up on me when I was trying to explain. They they are choosing not to help, not that hotel wouldn't change my reservation. HORRIFIC Customer Service. I just hope this is an isolated situation.

Great site! Hotelplanner.com made booking a trip to New York with a few friends a great experience! It was easy to navigate around the site and booking was quick and easy at great prices! Will be using again! Thank you Hotelplanner.com

I could not be happier with HotelPlanner.com. So, I came across the website and with such great prices, a wide selection of options and a simple website to navigate I booked my hotel for a week long trip I was taking to San Francisco with a few friends. Booking through the website was incredibly quick and easy, I received confirmation right away and it was just a weight off my shoulders having that out of the way. Checking into the hotel was super easy with the booking number too! Overall the website is a lifesaver, Thank you HotelPlanner.com.

I received fast and friendly service from Ursula **. They are very easy to communicate with and very helpful. Attending my family member's wedding will be very enjoyable and less hectic knowing I have this wonderful hotel reservation taken care of. This company makes planning your stay somewhere easy and efficient. I will definitely use their services in the future.

Reginette ** at Hotel Planner went beyond to help us out in our particular situation. She took it upon herself to contact the department who handled our reservation and turned a not so good situation in a great situation. Thanks to Reginette and Hotel Planner who handled my situation with such great customer service!

I'll like to rate hotel planner on their good customer service in reimbursing me my monies even though I was charged twice. They did it in a timely manner and assisted me all the way. Thank you so much. You all treated with the issue in a professional manner.

Hotel Planner has a partnership with my company so I thought I would try it out in planning my family’s vacation. There were good deals so we booked our hotel through Hotel Planner. Then something started to nag at me because the names of the room were different than the hotels website. We needed a suite and the room I booked was named Deluxe Suite but I could not find that title anywhere on Little Divi website. I email to clarify and someone named Reginette from Hotel Planner answered that room only meant “you have paid for your room.” I then asked, "Is it a suite?" and after a few emails they said it is in fact NOT a suite.

We are extremely happy with the service we have received so far. We had a correction to made in our reservation details and they were able to fix it with out any delay. We’d definitely rely on these amazing folks for any of our future trip planning and reservations.

Updated on 05/31/2019: It's been 3 weeks and MULTIPLE promises that someone would be looking into the "issue" for me. It's been 9 days since I posted the last review that did manage to grab their attention long enough to post that they would be in touch which they have not. Pretty apparent all the other negative reviews on here where an HotelPlanner.com auto bot states that they are "looking into the matter for resolution" are all likely the same and being COMPLETELY IGNORED by this awful company. Seriously take your business elsewhere. Book with a reputable company not these liars.

I received a receipt with the wrong amount of fees (without the prepaid tax and service fees) and couldn't get a fix from the hotel. Reginette is really helpful with an instant reply to explain the situation and provided an updated folio from the hotel. Great service, Reginette! Thank you so much.