HotelPlanner.com Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I asked for a call back regarding a possible cancellation but you cancelled! Please, take no further actions and make no more assumptions. The weekend is ruined. I had chosen the "no cancellations" option so Susan couldn't back out. You idiots!

Reginette ** was helping me to cancel some room reservations at a soccer event we unfortunately could not attend. She was timely and responsive and was able to cancel the rooms for me when I could not get it done on my own. Thank you!!!

It was very easy and quick to get my order updated. Will use again and recommend. The agent I spoke to on the phone and via email were both very pleasant. Thank you for your time and look forward to using this site again.

Agent made inaccurate booking in the wrong state. The hotel was supposed to be in Duluth MN for a friend's wedding at The Radisson not Virginia Beach, Virginia at the Motel 6. They created a ticket to reimburse me but no one would answer. Jackie ** (Briana) wrote back stating I would be reimbursed the money. However, I was not reimbursed & I was unable to stay in a hotel at all for my friend's wedding to be out the money. I was told someone else checked into my room, but I was in Duluth & can’t be in two states at one time.. I am always asked for my ID when checking into a hotel room. Clearly this was fraudulent & I want my money back for this mistake by the agent. No one is responding now once again. I need my money back. Please help me. Thank you! Please credit back my bank account.

This is absolutely ridiculous. I was sold a hotel in NYC. When I arrived it was raining and I was with my two children. When we got to the hotel it was not operational. I called Hotel Planner and the message said the lines were busy so I would be called back. I was never called back. I later called and spoke with someone and explained what happened. She said she felt bad bc I was with my children in nyc without a hotel and she would escalate the call and someone would call me back. No one called me. I ended up spending $400 more because I had to walk in a hotel and book what was available. Two weeks later and I have not been fully refunded. I am trying to determine what other steps I can take. But I will obviously never use this site again.

Really helpful, really accommodating and super helpful team! We had to cancel our hotel booking because of COVID and the team were so kind in helping me sort it all out very last minute. With the nature of travel it’s important to be flexible and that’s what the team were for us. Hugely grateful!

I made a mistake in my dates. Everyone I dealt with was helpful along the way, receiving my distress call, keeping me updated all along and changing the dates to the correct ones. Very thoughtful and courteous service delivered in a timely fashion. Much appreciated!

I was double charged for a room in Joseph Oregon. I talked to the hotel and they said they never received your payment I made on 4/27 for the 141.99 so I had to pay it again on 5/18 when we checked in. Since I was charged twice for the room, can you refund my card please or show me where you passed on the payment to the hotel EAGLE CAP CHALETS. Please confirm you received this email and are working on the refund. I sent my email on 6/10 and received a response on 6/14. This has been resolved.

I've been trying for a month to get my refund. STILL DON'T HAVE IT. This company is a joke and a bunch of crooks run it. I have called numerous times to speak with someone and have gotten nowhere. I will NEVER use this company again.

We recently went on a family trip to attend a wedding. I misunderstood (or maybe I just wasn’t listening carefully) and booked a room at our destination, only to find out that my daughter already took care of it. I called immediately and was told that the hotel agreed to refund my money without penalty. Unfortunately, that refund never materialized. I contacted HP again, and my refund arrived today. I will definitely book future stays through you! Thank you for great customer service.

At least once per week, our accounting office, or director of sales, receives an emailed invoice from Priscilla ** about a group or event that was never at this property. When we reach out to ask why we continue to receive invoices for events that were not booked at our property, she reads and ignores the emails. I'm convinced they are attempting to scam hotels for easy money. I would not recommend doing business with this company.

I was going to North Little Rock for a brain surgery that I had scheduled there and I went to HotelPlanner.com to book a room. I told the lady where I needed to be but she booked me clear across town. I have been in that neighborhood in the past and nothing was familiar to me in that area. When I got there, I asked the guy when I was checking in if we were in the Sherwood area in North Little Rock and he said that we were a long way from there. I told him that I got to run and I needed to cancel, but I couldn't cancel through him. I had to go back through the agency, get ahold of the lady I talked to, and have her cancel it. Then, I had to reroute my GPS and get me back over into Sherwood area. And I just walked into a hotel and got a room there. So that little trip there was a mess at first.

Updated on 06/17/2021: After exchanging emails with Consumer Affairs and a supposed person at Hotel Planner and additional phone calls to a number that never answers, I'm out of options and have accepted I got SCAMMED. Live and hopefully learn.

Anytime it takes 30 days to get back what took 30 seconds to take, leaves plenty of room for improvement. The Ramada Inn would not honor my reservation because my home address was in to close proximity to their not ok. The counter person had me call you guys to have you call her and she would ok the refund then and there. First, I called your not ok reservation # and was put on hold which dropped me 3 times in 3 hours.it took a week to finally trick someone into giving me customer support phone number. They wanted my info about reservation and put me on hold. 4 hours later they for the hundredth time told me my waiting time was 5 minutes then transferred me back to the original reservation service who put me on hold and then conveniently dropped my call.

This charge ended up on my charge card without my knowledge of why it was there. The card company told me it appeared to be a "convenience charge"! When I spoke to your rep she said it could have been booked through someone else and they applied the charge. I was under the impression that I was calling La Quinta direct, so I do not understand this charge. I asked for a refund and your agent said she would be able to apply for it for me. She was helpful and courteous. The charge on my card appeared to be from La Quinta but it was a little different than the actual charge for my nights stay

Terah was absolutely amazing in handling my claim, it had been some months passed and I just knew I’d never see my money again, I am more than appreciative of everything she did and her services I’ll give her five star’s, Extremely thorough and professional. I had given up on ever using Expedia again up until she come about...I recommend Expedia from here on out.

Totally dissatisfied. Felt we were lied to in initial contact saying, "Site was accepting calls because the Comfort Inn asked your site to do reservations due to high volume of calls. Price was thirty plus dollars higher than our booking directly with the motel, no discounts given, which ended up being false. Also, when we questioned price quote we're told price change from beginning of year similar to airline pricing. Will not use your service again.

My daughter and I went to Butler, PA to see my elderly mother. We planned to stay 3 days but my mom had fallen and was hospitalized. We were not permitted to visit her while she was hospitalized. We asked the hotel (Hampton Inn) to refund 1 day which they did very graciously. Thanks to Hampton Inn staff for making it very easy for us to request a refund for 1 day.

My husband had medical issues, which prevented him from traveling. I requested a refund and after a few days was granted a refund. Thank you Karen C and Briana **. I will try your Booking service in the future. Again Thank You.

My wife and I would like to thank you for the one day refund at the hotel because of her getting ill and having to check out one day early. Marriam the hotel manager, was very helpful. She is truly a great person. We will make her hotel the place we stay whenever we yisit Williamsburg Va. Thanks again.

I needed to make a change to a reservation and Reginette ** was very helpful! I appreciate the time she took to resolve my issue. She was very professional and concerned with my problem and said she will keep me updated on the process of my refund.

I called the hotel I had booked through Hotel Planner and they agreed to refund my payment, due to a family emergency. I called Hotel Planner and they also agreed to refund my payment. This was on May 7. I received an email from Tarah ** advising I should get my refund but I still have not received it. Yeah be called multiple times and the representative will wait a couple of minutes and then disconnects the call. I do now want anything more than my money back. I will not use Hotel Planner again and I do not suggest anyone does. They had no problem taking my money but they have not given me MY money back. I’m going to file a formal complaint with the BBB.

You will find a better hotel rate by NOT using this company, so that alone should be reason to bypass this shady group. If you have an issue and need to call them, you will most likely not get through at all. If you do, it will be after an hour-long hold. We had a refund due to us, and after finally reaching someone, we were told the refund would be issued. This has happened three times now and nothing. The hotel sent our money back to this company, who is now supposed to refund us, but they continue to tell us it will be refunded in 2 - 14 business days. It's been months; they are holding funds that are technically NOT theirs and they refuse to follow through on their promises. Very difficult to work with, extremely shady business model. Avoid them at all costs. If you are required to "pay to play" fill out a waiver to stay with "friends and family" so you don't have to pay inflated hotel costs so this crooked group can take their cut.

Found out wedding was canceled on Thursday. Made first set of calls on Friday, May 28. As soon as I was supposed transferred, would be cut off. Tried repeatedly. On Tuesday, June 1, began calling again. Same process, as soon as I was supposedly transferred, cut off again. After 4 more attempts, got a very helpful customer service person. She handled the cancellation and talked to the hotel desk to confirm cancellation. Then the billing people were quick and effective in getting the process completed to return my prepaid amount. My only suggestion is to NOT automatically cut people off after telling them it might take a moment to speak to a representative.

I could not get through on 2 different phone numbers to cancel our resv. for the last night. I then went online and it took quite a while to get it all straightened out. Eventually I rec'd an e-mail saying that the rooms (2) had been cancelled for Saturday, June 5. I rec'd a number that showed my request had been updated. Took many hours, but got all figured out.

While traveling, I made arrangements to reserved a room for one night through Hotel Planner. The reservation was for a room in Amarillo TX. Little did I know, we were traveling during graduation week and rooms were scarce. Upon arrival to, and entry of, the room. We were appalled at the condition, turned around and headed back to the office for a cancellation and refund. The clerk was not able to refund our card. I immediately called hotel planner and they took the necessary actions to refund our money. Thank Hotel Planner.

I received next level customer service. Julian ** was very empathetic, courteous and knowledgeable about our questions and prompt to meet our needs - a refund due to negative reviews about another hotel/inn that I had booked. In the very near future I will most definitely be giving Ms. ** a call for my booking needs. Best regards.

It was difficult to get a cancellation for one night and keep the second night even though I was told at booking that I could change up to May 12. I called on May 7 and got a run-around. My call on May 8 was with a different person and he was very helpful as was the Hotel.

Text sent me two hours ago communicated with an agent. They responded after I initiated another text after 48 hours saying I would get a credit with 15% increase. However I was not satisfied with that so they responded today with the refund. I am now satisfied and can without compromise be able to use the services again. I’m happy with the outcome and want to thank everyone involved. You contributed to the situation. Thank you very much. Godspeed and God bless you

I was in a high stress mode when I was trying to make those plans. It was one of these things where we had a wedding and weren't going. I had a son in DC, another son in Utah and another son in California. We were all trying to converge into Utah at the last minute and it was a crazy time. But everything turned out well. The young man with HotelPlanner who helped me did a great job.

My representative was completely absent. I only ever received automated e-mails when hotels responded. Most were "unavailable" responses which was disheartening. Finally, I received an official one which detailed what they offered and who to contact. I tried contacting via phone and e-mail and received no response. I asked my hotel planner "representative" (who I swear is just a bot) to help me in contacting the hotel and confirming. I received nothing from them as well. In fact, I received an e-mail from the "supervisor" of the "representative" and it was asking whether or not I had what I needed so they could close the request. WOW! The only follow up I received didn't help me book a hotel but was rather to close my request because they failed at their job 100%. What a waste of time, avoid at all costs!

Why didn’t I just call the hotel directly. Each and every customer service agent should be terminated immediately. If you're unable to comprehend what they are saying hang up. Instead of a 1 night stay, he charged me for 8 nights. I’ve been on hold more than 50 minutes twice only for the phone to disconnect with “application errors”! My account was drained in a matter of minutes, now I can’t get a single soul to answer an toll free number.

I used HotelPlanner to book a hotel with Best Western in Oshkosh, Wisconsin. It was easy enough that I didn't even recognize that I was using it. I thought I was on the Best Western site and didn't come to realize that I was using it until I had to change my reservation from two nights to one night. But that process of canceling that other night was easy as well. The representative that I talked to when I needed to cancel the first of the two nights of my reservation was extremely helpful. She explained when I would expect the chargeback to my credit card, and confirmed that the night was indeed canceled. So, she was very pleasant and helpful.

Karen C was very helpful and was able to successfully get our money refunded. We are traveling for baseball to Texas and Baseball factory changed fields so we needed to move hotels. Karen was wonderful to work with and kept us informed as to the progress. I was not aware that La Quinta hotels are each owned separately which resulted in having to locate to a different hotel closer to the baseball fields.

Briana ** from Hotel Planner helped me navigate a confusing situation and brought a great resolution to a problem on both sides. I was extremely frustrated prior to speaking to Briana, but she did everything in her power to keep me calm. Highly recommend her service. Thank you!

I booked and paid for 5 rooms. When checking in, I had only 3 rooms and had to pay for 2 additional rooms. Where is my refund that you all said I will receive? When I keep calling, I’m getting the run around. I keep leaving messages but no one returns my calls.

Karen of Customer Support at Hotel Planner was excellent in securing a rebooking of a 2021 reservation at a hotel in Florence, Italy to a 2022 date although the initial booking was non refundable. The rebooking was necessary because of restrictions in Italy due to the pandemic.

Originally, I booked through the hotel. They signed some contract with the organization that I belong to. So until that contract was signed, it was very difficult to make a reservation through HotelPlanner.com for that event. It took me many phone calls to HotelPlanner. Because the hotel couldn't make the reservation, they had to go through HotelPlanner. They had one number, and it was with the director, and she never returned any of my calls until the sixth one. And then by that time, the contract went through. Then I was able to do it online. The coordination was chaotic. They didn't do a good job. You call the hotel and say, "I want to make a reservation through the Midwest Pickleball Association.” And they go, "We can't make the reservation. You gotta go through HotelPlanner. Here's the phone number for HotelPlanner." And it was her direct line.

I booked a reservation at The Alfond Inn via The Knot on April 20. We decided to move to a different hotel so I went into the reservation confirmation to cancel. There are many links in the confirmation, but none of them let you cancel. There isn't a phone number listed on the confirmation so last week I emailed the reservations@hotelblocks.theknot.com to request that my reservation be canceled. I didn't hear back. I called the Alfond Inn and they couldn't cancel since the reservation was made by a 3rd party.

One time I talked to HotelPlanner.com, the price was high. The next time I talked to them, the price was lower. So I had to cancel the higher one so that it can help me with the more price. I would recommend HotelPlanner.com.

I was checking the rates before booking. I was trying to get the best rate. If you went to an area and you said, "I want a room here for this amount," then HotelPlanner.com would make me sign on two and three times every time the page changed. That was a little weird. It would show room starting at a certain amount of money, but then when you would click on it to reserve the room, then the amount changed to drastically more. It was easy to push buttons, but then when you wanted to dial in something, then you would expect it to honor what the original quote was that got you to go to that particular hotel in the first place. And then I click on it, and the room supposed to start at a certain amount and then they changed. Misleading information is what I would attribute that to.

Our only grandchild is graduating on May 30, 2021. We made reservations at Motel 6 in Moline, Illinois for May 28-31, 2021. I didn't realize at the time how far from our daughter's house we would be until after the reservation was made. She said she would feel more comfortable with us being closer. She wants us closer because I am disabled and my husband is still recovering from a severe case of Covid-19. He was on the ventilator for a week and a half (during which time we almost lost him), and spent a total of a month in the hospital and then a month in a rehab facility for physical therapy. He is doing well, but still doesn't have his muscle strength back. I appreciate your working with me in this manner and the professional way it was handled. Thank you!

Reginette ** was excellent in help us. She followed up in timely manner and never left me hanging with no response,. Till the very end she was polite and did her best to satisfy us. We are very pleased with the customer service she gave us! Thank you!

I made a mistake and reserved a room for that night and was told I couldn't cancel. After spending 4 hours on the phone I was able to get a confirmation on a refund. It took 3 weeks and a letter to Hampton Inn Suites before I got my full refund.

I am very disappointed in your company or web. I called to cancel, and the agent from your company said that I will get all my booking money, because of pandemic. Then it took about 50 days then I got refunded 25 percent. By meanwhile I was calling and it seems you blocked my number. No answer from your side only by emails (like virtual agent automatically answer). Then your company started blaming the hotel which is 1st party. That hotel took the money and should refund me. I called the hotel few times and hotel accountant said that "you forgot or never informed the hotel about my cancelation and you are as 3rd party should refund me." I don't know. Are you scam or what? It is not about the money. It is about customer service. I finally called my bank. I can add all the emails from hotel and it is processing.

Hi, I had booked a hotel as part of a wedding block. The wedding was unfortunately cancelled. I called in and was told that I was able to cancel my reservation. However, I never received a confirmation email. I called back and was connected with Aida **. She investigated the issue, and said someone was handling it. She then followed up with a direct email with the status of my booking and said she would follow up. She did and was able to facilitate my cancellation. She was very pleasant to work with and truly went above and beyond. I was not planning on using Hotel Planner again after the issues I initially had cancelling but will now return due to Aida's work.

I am very disappointed in the time it takes to be refunded for a trip I had to cancel 6 months from now. It has been since 30 March and today I am being told, by a very courtesy agent, that I have to wait until 3 or 4 May.

I booked a room on 3-15-2021. Was charged $309.40. I cancelled this booking the next day. I was told by the hotel that the booking was never cancelled, so went ahead and cancelled it a 2nd time. No refund was ever issued, so I requested it for the 3rd time. I am still waiting. S. **

Awful company. Arrived with pets, but was told that hotel they had booked us in, had changed hands and would not honor previous owners pet-friendly policy. Even though reservation was made with HotelPlanner the same day, and the agent on the phone was very clear that it was a pet friendly hotel. Upon arrival, desk clerk agreed to cancel reservation with refund, so we went elsewhere, but we were still billed our credit card, and have been fighting for months with HotelPlanner to get our money back. Buyer beware: Make sure you speak with the hotel directly before booking to confirm what HotelPlanner is telling you, since seem to be not up to date on the hotels policies. In my case, they didn't even book me into the hotel l was asking for.

DO NOT RECOMMEND. BE CAREFUL. IT IS A SCAM. I called them to book hotel at the Toronto airport. The CSA answered the phone and he was completely unprofessional. I gave him the credit card info to book the room for me. He claimed that the transaction didn't go through however when I checked my credit card I found the company already charged me the full payment. When I called them back again to update them other CSA picked up the phone and once he heard my story he said (it will take time to get the confirmation email and I can't stay with you on the line) then he hanged up. I called many times after that and no answer. I decided to call the hotel directly to check and the hotel guy advised that nothing is available under my name and the whole thing looks like a scam. I emailed and called them many times and no response

Karen ** was very polite and professional in resolving my concern. She is to be commended for her ability to resolve my problem almost immediately. It was obvious her knowledge of what to showed immediately. I would not hesitate to deal with her again. Bob

We were very pleased with the help we received from Karen ** Supervisor and Kristen Representative. I had accidentally booked the reservation not realizing it was nonrefundable. My wife normally does the hotel reservations and I thought I had done it right. Kristen and Karen were able to take care of this in a very timely manner. Thanks again.

Hotel reservations were made 10/19/20 & cancelled 11/27/20. Due to a lack of response from Hotel Planner, I pursued the cancellation directly with Hampton Inn Danville, KY who processed the refund on 01/06/21. Hotel Planner representatives were less than helpful and I documented detail every follow up on a lengthy email chain. Despite the proof that I had, and the support of a refund by Hampton Inn, Hotel Planner did not refund the amount charged to my credit card (over $500) until 03/18/21.

I contacted HotelPlanner as I needed to edit my reservation. They informed me that since the booking was confirmed to contact hotel directly. I contacted hotel directly and they did not receive my confirmation. They told me to verify that HotelPlanner sent my information over. HotelPlanner confirmed they sent it over but hotel never received it. After numerous calls back and forth with Hotel Planner and the hotel the situation was finally resolved 3 weeks later.

I thought everything was taken care of for my 10 room reservation ID **. However nothing was done. Neither Joe ** nor Karen ** ever got back to me with either calls or emails. I am very disappointed. Now I have to find other accommodations.

When I first called March 15, I asked for a group rate for 8 rooms. When I called today to extend that number to at least one other room, I realized that I was neither given a group rate nor the option of having non-refundable rates for those rooms. That is, until I spoke to Karen who was extremely competent and professional in resolving any conflict. She is helping me in every way, finding the correct prices, adding an additional room (or rooms), offering other suggestions for the family celebration and making this occasion a very special one. I like forward to working with Karen in the future.

This is to submit a formal thank you for processing the refund for my overnight stay at the Days Inn in Luray, Virginia (due to the rescheduling of the Covid-19 vaccination date by Valley Health). Riginette ** / Reservation Specialist @ lodging support was very courteous and helpful. You can be assured I will be using Days Inn Lodging in the future... Thank you again... Christine **

Amazing service, I cancelled by error but they sent back my voucher the same day. This is so great as their service line couldn't be reached but they are very quick to answer. I would strongly recommend this company just for their customer service.

Friday morning spoke with a man on Hotel Planner to book a room at the Sheraton at 5875 Falls Ave. For March 13 to March 14. Gave them the credit card number they charged it and sent the confirmation and all information to my husband's email. Great right? NO. Get to the hotel after driving for an hour and a half speak to the lady at the front desk and guess what? There is no reservation booked in our name. NOTHING. The room the agent had put down wasn't even available. It was under construction. So back in the car we get and I'm calling Hotel planner. Called three different numbers get get through.

I am writing in regards to a refund I was supposed to receive from a Holiday Inn Express, but they said I was a no-show and would not provide a refund. I did show up at 4pm, and they said my room would not be available until 6:30pm (check-in was supposed to be 3 pm). I asked if my card would be charged if I found another hotel, and they said no. I found another hotel, but they charged my card anyway. I would like to thank Karen ** for the excellent service received in getting my refund for the room charge. She was in continuous contact with the hotel and updated me on progress in a prompt manner. Thanks Karen!