HotelPlanner.com Reviews

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!

I couldn't have asked for a better experience with customer service. The mistake was on my end. I booked the incorrect occupancy amount for a hotel and in less than 24 hours the issue was resolved. Great experience and I'm very thankful.

Hotel Planner was very fair in issuing a refund when I realized I wanted to cancel 2 days after making my initial reservation request. After more than a week past the day of making my refund request, I had to send an email to check on the status. I would have given a 5 star if the communication had been slightly better.

I cancelled our reservation within the time slot, but have not received our refund. This would be why we don't pay ahead and only pay through the actual hotel itself. You want your money right now, but we can't get ours back. It is a waiting game. Quite disappointing of the service.

I am LIVID... I wish I could give ZERO STARS!!!! I was on hold for 1 hour and 55 minutes. I booked a room for my fiancee that needed time away because she just lost and buried her sister last week. I booked this last Wednesday. I got a confirmation from hotelplanner.com. I then called the hotel to make sure everything was okay and because it had only been twenty minutes, they said they did not see it yet. So I called Hotelplanner.com and spoke to someone who told me everything was booked and ready to go! No worries, so I called today and the hotel STILL did not have my reservation. The customer service line as well as the front desk NO RESERVATION! I was trying to speak with someone at Hotelplanner.com and now IT HAD BEEN 1 HOUR AND 55 MINUTES and NO ONE ANSWERED. I cannot even explain how disgusted I am. Check in was at 3pm and it is now 4:19. I will NEVER use Hotelplanner.com again. I need my money back ASAP!

I had the best customer service from Reginette yesterday. I had double booked my reservation, and had a reservation for my son- and she called to double check if that was what I wanted. She cancelled one, and this morning I had confirmation of my two existing reservations. She was so thorough at her job. Nice to see today because people aren’t always on their game. I was very happy! Thank you, Reginette for your outstanding customer care.

Thank You Very Much!! For Refunding my prepaid deposit for my room @ Hilton Gardens Inn from 2/16/21 to 2/19/21, THAT I NEVER GOT because The Hilton Gardens Inn had no water & no maid service to clean the room up for us between the last guest!! We were not given a room & had to sleep in our warm Prius car for 3 days as our all electric home had no fireplace! Abilene TX had no electricity & no water & very very cold temperatures for a long time!!

From browsing to booking and beyond. They were helpful in all of the best ways. It was easy to find and narrow down my choices. The savings are great. I'm looking forward to using them again in the future. Thank you for handling everything effectively and professionally.

Customer service was greatly appreciated. The quickness of contact and response, the ease of transaction and professionalism on the phone was wonderful. Thank you for your help. If I have to use this service again I won't mind at all.

Charity was a superstar in modifying my arrangements! Handled professionally and quickly! Would highly recommend her and her company! She addressed all of my concerns and resolved them quickly! Next time I am making reservations I will not hesitate to use their services!

Karen C was amazing. She helped me quickly. She went above and beyond to make the reservation for me after I had issues using a hotel voucher. Really appreciated her help after others were unable to help me. I spend hours of time trying to make a simple reservation. I used the chat feature and that is how I got to Karen.

Customer Service in reference to a name correction on my reservation. Reginette was pleasant, easy to communicate with and very professional. She acted on my request immediately. I had an updated reservation confirmation within minutes of the phone call. Thank you Reginette!

Our flights cancelled due to the blizzard coating the country. We needed to change our hotel reservation to rescheduled. The agents were overwhelmed with all the calls due to weather but were extremely polite and helpful. They were able to get us rebooked successfully.

Booking my reservation was really easy. This was for a family wedding so booked well in advance. Since Covid 19 the wedding has been out back to April 2022. I attempted to cancel this myself without success. For some reason I had no record of the booking even though I know I had made a booking and paid for it. I attempted several time to reach out to expedite to help me solve this issue but received no response. I then contacted the said guest house and asked if they could send me a copy of my Expedia booking so that I could cancel it. The proprietors have been trying to cancel the booking on my behalf and managed to get a response weeks down the line. So it is thanks to them. Really disappointed with the service or lack of. It certainly doesn't encourage me to book accommodation through Expedia again nor recommend them.

Hotel Planner is a legitimate service company and one of the best online modern concierge. They ensure you are taken care personally and treat every complaint with urgency. Every representative we spoke to took our call with a smile and a great attitude. Great people skills and should empathy regarding our situation. Great Thanks to Reginette **, Judy **, Karen ** who went above and beyond their duties to advocate in our behalf and to ensure we were taken cared for- A+++ service!!

Terah was AWESOME! She went out of her way to make me feel valued and heard. Nowadays, this is a rare quality that I really appreciated from her! She really took care of me, and she did it with compassion. Thank you!!

Was able to get a room on the fastest time frame and at a great rates and was able to make a change to my dates on a timeline that helped me get a complete refund on time and this helped me get new reservations on time without anything holding me up. Thanks to their help in making it possible to achieve my goal.

Isabella made a small change for me. She was very quick and efficient. The customer service app was very convenient and I was helped right away. Thank you! I plan on using your website more often and now have it bookmarked. Have a great day!

Let me take the time to provide you with a positive review for the way Karen C. handled my situation with your hotel. Without going into details, Karen provided me with a cancellation for my reservation due to some unique circumstances. Karen was friendly, timely, understanding and spot-on in evaluating my situation. She applied reasonable thinking and I was happy she reviewed the facts with intelligence. I would recommend your hotel and would tell my friends about Karen specifically. Take care of that girl as she is an asset to your organization.

I booked a room for a few nights to visit my sister who was in poor health. Unfortunately she died before I could get there. My contract stated that there are no refunds but Karen ** understood the situation and worked to get me a refund. It's nice to know that there is still some compassion in this cold, cruel world. Thanks Karen and thank you Hotel Planner!

Booked a room prior to a cruise which was cancelled due to Covid. The price was non-refundable but I was able to (after difficulty in getting responses) receive a voucher for the amount paid which is what I had asked for, not a refund. Thanks for the help.

I received such support and empathy and great service. It means a lot at this time. I'm grateful for her understanding and helping me. It is with a heavy heart that I had to cancel, and miss my family reunion. My health cancer has to be dealt with now.. My agent was wonderful. Again thank you. Thank you.

I made a mistake with our check in date and attempted to change it. It had to go to someone higher up for approval. The situation ended well for me as they refunded my card the total amount and canceled my reservations. The reservation was non-refundable, so I appreciate what was done for me. Thank you!

Charity at lodging support has been wonderful with the service she has provided to me. She was prompt, professional and knowledgeable in all aspects being able to resolve the issues I had. I would recommend Lodging to all my friends, she truly is an asset to her company. - Al

I booked a room at the Hilton in St. Louis for December 29. I had to have a COVID19 test that morning to fly to Hawaii. I tested positive so I had to cancel my trip and I called to cancel my room I booked. I tried for 3 days to get someone to call me back about my refund. I was on hold for 45 min at a time and then they would hang up on me. I was so angry with the service. VERY VERY POOR CUSTOMER SERVICE. When I finally talked to someone they said they would see what they could do. This happened December 29, 2020 I paid $90.85 for the room I did not get to use and as of January 13, 2021 I got a partial refund. I WOULD NOT recommend this company and I will NEVER UES THEM AGAIN!! They are not true to their word!!

Karen ** was very responsive to my issue and was able to issue a refund to my account. Very helpful!! I was able to email what I wanted and to have someone actually respond to me and resolve the issue in a timely manner was appreciated.

I was charged my deposit fee of approx $20.00 for rooms I had booked, but cancelled well before the deadline (due to covid concerns) However, I appealed these charges and it was handled promptly by Karen C. Charges have been dropped, and I thank her for her swift resolution.

The agent booked wrong dates. I had to cancel reservation because I was told motel will be closed next day. I tried calling back to speak to a rep. But I got the runaround. Called my bank to stop payment on my Visa card.

I needed to cancel my hotel reservation due to a Covid outbreak on a soccer team. I cancelled the reservation online but never received my refund. I called 1 month later and I was assisted with the issue and given a full refund. Thanks!

I spoke w/Reginette of the Drury Hotel. I was supposed to meet a beau there but was stood up! I called for a refund, knowing that it was against their policy, but explained my situation & asked for compassion! Well, I got it! Partial refund is better than none at all.

My request to cancel my reservation for a non refundable room was approved by this company. My wife was scheduled for open heart surgery but had to be placed on a ventilator and placed in ICU since before the reservation. Good company doing the right thing. Thank you.

We booked a hotel using this company. When we arrived to the hotel, it was not what we agreed upon with this company. There was roaches in the room and it looked like it hadn't been serviced. Being a member of the armed forces, my expectations aren't too high, but this was just unacceptable. Unfortunately, my issue isn't with the hotel, they weren't able to accommodate a different room and we chose to stay somewhere else. I called the number on the receipt to get a refund and got hung up on at least 5 times and got the run around all the other times. Ultimately, this company is a scam, filled with crooks. Currently have my bank opening an investigation with Visa to get my charge refunded. There are other hotel discount sites out there that do not provide such terrible support.. DO NOT USE THIS COMPANY! If something were to come up where you would need a refund, you will be in the same boat.

Driving on Interstate 94 south of Milwaukee heading to Chicago when we ran into a snowstorm which lead to I 94 closing. We got off for something to eat. I seen through the snowy window a Quality Inn. So I called Quality Inn to reserve two rooms for the night. I gave the representative all my info to reserve the room. When we were checking in I looked at my invoice which had a lower rate. We figured out that my booking was through a 3rd party. Abbey at the front desk was very helpful in canceling my 3rd party booking and gave us the front desk rate. Very helpful in our predicament.

Just very grateful for assistance received regarding refund. A bit disappointed that we had to chase this up as when we turned up at the hotel, it was completely locked up. We also had the expense of travelling to the hotel, and vest disappointed that no one bothered to phone before we left.

They were amazing to work with. One of my friends was getting married in February and this service was great to use. Unfortunately I had to cancel my planned visit with all this insanity happening in the world. Reginette was able to help confirm my reservation was successfully canceled with the hotel. No issues, no questions asked and super fast courteous service.

I am please the way my request to cancel my reservation and get my refund was handled and followed up on. The people we respectful, listen and polite. I would recommend this type of service for anyone having a problem with cancellation or refund. Thanks for your assistance in this matter.

People were friendly. Everything was good until we were getting our showers the next morning and found men’s underwear beside the toilet that my daughter and I did not put there. The only thing we got was a sorry from the front desk. Will not stay here again. Next time I will check every corner for the room.

Reginette ** was very helpful in getting me a refund for my hotel reservation. We can’t travel due to illness and even though the hotel only issued me a credit. Reginette was able to get me a refund. I’m very grateful for the service I received. Thank you.

After hours of trying to reach the individual who made my reservation (Expedia?), a representative from Customer Service was reached. After writing a scathing review, I heard from Customer Service. I told them that the person who originally made my reservation failed to tell me who they worked for, they misdirected me with the location of a hotel which ended up being in the total opposite direction of my final destination.

There was an issue with the booking of the hotel. My agents helped to get this issue truly rectified. They were professional and very customer service oriented. All is well now. I really appreciate it. I would definitely consider booking another trip using the same website.

Because of recommendations not to travel during the holiday season, I needed to cancel my non-refundable hotel reservation. I wrote to ask for a refund anyway, and received it within 10 days. Though I don't know why a hotel reservation should ever be non-refundable, I was very happy that they accommodated me.

I reached out to the company 1 day before my reservation as I was late in getting my affairs in order for a Canada trip we could no longer have due to the borders being closed coming from the US. They responded to me within an hour or two advising they would take care of the request asap. In the same day, I received confirmation that the hotel was willing to provide a refund due to the circumstances, and the next day I received confirmation on the refund. Thank you Miurica ** for the great customer service.

Thank you for the refund, The governor of Colorado is locking everyone down, no travel due to the covid, made a reservation in September, thinking the virus was going away with stats coming out. I will use your service again, hope to get back to AZ as soon as things look better. The service staff has been very kind and professional handling the situation. Thank you.

Hello, First of all, I did a reservation for the Fairmont, Manoir Richelieu on Friday Nov 27th. However I needed to cancel the reservation. This was 1 day after the cancellation date. I had to call 4 times. The first time I was answered and as I spoke to the representative and I explained my situation, the representative said that she had a bad reception and hung up. I called another time (selecting the same options in the phone menu) and after a long wait I was hung up. I called once again and no answer. The 4th time, I was able to speak with another representative and he took his time to explain to me that there was nothing to be done as I had cancelled the reservation and no refund would be made. He insisted that no options were available for my situation.

Just taking the time to let you know how much it means that Karen went above and beyond. She worked with me to resolve a situation for hotel rooms we booked online. They were non refundable and only a single bed. She issued our family a voucher so we can reschedule for the right size rooms. Due to one of my family's health issues Karen really cared about us and that means more than words can describe.

Reginette ** was assigned to my case which spanned a long period of time and was extremely complicated. I’m 100% confident that she stayed on top of all the details and was instrumental in helping to resolve the issue. I am recommending this team for excellent service.

I would like to thank Charity ** for her assistance on a November wedding we could not attend, due to being quarantined for a covid 19 exposure. I really appreciate all you did you me and my family. Hope all is safe and healthy for you.

Reginette **, was kind enough to reply to my online cancellation request for our hotel for the weekend of the fourth through the sixth. Our baseball team had to cancel due to lack of baseball players because of coronavirus. She was able to respond quickly and send me a cancellation request or email I appreciate.

Hotel Planner was very helpful in working with me on extenuating circumstances when one of our parties became sick. It ended up turning out better than I hoped on all accounts. Thank you very much for being a company that cares.

I would like to thank the people at the Holiday Inn in Jackson, Michigan, I believe the lady was Miurica ** who took care of my problem. I called from Phoenix, Az and she said I will talk to management and get you an answer which she did. This virus has been more than I can handle which caused my plans not to come to Michigan. So thanks again to these nice people!! Dick **.

I wanted someone to call me so I could talk to a real person. I gave them a number but I did not get a call back. I was just concerned about my credit card being charged or not. I understand that now I get a voucher which I guess it will just set there until I check-in sometime. So I guess I will not be charged now.

I am still waiting for the funds to be returned, but very much appreciated the transparency your team possessed. There have been weeks of communication and I think the specific hotel finally realizes I no longer need this room after all!

On a recent business trip to the east and west coasts of Florida, we made a reservation to stop at a Holiday Inn near Orlando to catch a morning flight out. Our appointments were changed during the trip and we called in and cancelled the Holiday Inn reservation. Miurica ** contacted us a day or two later to tell us she was working on our refund. She was very nice. And the refund was soon after posted back onto our credit card. Our thanks to you all and to Miurica **, your very nice agent.

You are aware that your site booked me in a Toronto hotel that was closed. I didn't cancel. I understand that you have a policy of non refundable reservation fee. However I received no service from you or the hotel. I believe I should be refunded for the stress this created as well as the time it took for me to get a refund.

I notified Hotel Planner on November 6th that there would be a change in the days reserved. On November 7th I notified them that Nicole ** had checked out. The original reservation was from November 5th to November 13th, 8 days. Hotel Planner has known since November 7th the reservation was changed from November 5th to November 7th, 2 days. I also checked with Vagabond at that time and was assured they would allow for the change. To start the count of my refund from November 16th is reprehensible. As an additional FYI, I recently cancelled an online subscription after the company had charged my bank account. The money was refunded to my account within 20 minutes. THAT'S good customer service. Jenifer S. **

I was a guest for a wedding that had to be rescheduled due to the pandemic. I am very pleased that my customer service representative was able to help change my reservation. I definitely will be booking with this site again.

The main issue I had was I was reserving a "Pet Friendly Room." I repeatedly asked, "Now this is for a pet friendly room, correct?" I was continuously told that it was. So after believing everything to be in order, I arrive at the hotel around midnight only to be told it's not. I had to wait over an hour until the hotel could get it straight costing me an additional $135.

Charity ** was very helpful in obtaining a refund due to the condition of the room. She exhibited a high degree of professionalism. She was courteous and attentive to my experience. Please see attached photos from the room I was given at the hotel. Carpet, beds and air conditioning vent.

I sincerely appreciate the effort you have made to cancel my non refundable reservation. I will happily use the voucher for my future stay. You were quick with your reply, courteous, and fair in a time of uncertainty. Thank you very much!

HotelPlanner has the best customer service. Miurica ** helped my complex situation. Duarte was very responsive and worked swiftly. She has left a great impression. Thank you for your help. I will make sure to book with HotelPlanner in the future.

The hotel that we were booked in Laramie WY was not what we expected to find. The place was run down. The hotel clerk wasn’t wearing a mask (he was polite and helpful). We knew we couldn’t stay in the room once we saw it. There was only one light bulb. It wasn’t great. The clerk said that we should be able to get our money refunded to us. He printed out the cancellation form with all the needed numbers. I would rate him with 5 stars.

I was not feeling well so I needed to cancel my trip and to Las Vegas. I was able to get a partial refund on this reservation. They only charged me for one night's stay instead of the 4 nights that were booked. This was a penalty but very fair. Very good to work with.

Miurica ** was very very helpful with our refund. I was really worried we would not be able to get it back but she worked hard for us. We had to cancel due to the funeral we were to attend ended up being a cremation.

We made a reservation (July 31 - August 2, 2020) at the Holiday Inn Express in Medicine Hat, Alberta, Canada for nephew's wedding. Due to COVID19 the wedding was cancelled. I was told that it was non-refundable. My sister Jackie was able to get a refund from Karen ** on her hotel reservation, so I contacted her. I was extremely happy and grateful that Karen was able to do that for me as well.

I booked a non-refundable room for a business trip to Durango, Co. Due to a storm, I couldn't make it to the hotel. After talking to the order desk, they refunded the money for the missed night's stay. I would definitely recommend this hotel to a friend.

HotelPlanner did not procure a reservation at the establishment promised and booked, then was unavailable for several calls regarding the refund owed. Customer service still has not refunded account or responded to calls or emails.

l reservation that had a no-refund policy. Due to the Covid-19 pandemic I needed to cancelled it as I am 63 and didn't feel safe traveling at this time. I sent an email and Reginette ** from Hotel Planner responded to me right away. She was able to cancel my reservation and get me a full-refund.

I was pleased with my stay at the hotel! The only issue was the confirmation email did not come in a timely manner and I had to pay at the service desk. I talked to a service representative the next morning and got the issue resolved immediately.

I had to cancel a reservation for Perdido Beach Resort in Orange Beach, Alabama I had made through HotelPlanners.com for September 16th through September 20th of 2020. Their policy states that if you cancel after a certain date that they charge you a portion of your reservation but refund the rest. My complaint is that I was forced to cancel due to Hurricane Sally hitting Orange Beach and specifically my hotel on September 16th of 2020. The hotel shut down and is closed until March of 2021 for repairs.

Unfortunately, I had to cancel reservation for our State Trainer due to COVID-19. I made contact with the hotel and was directed to contact Hotel Planner. My two email requests met with little to no results. I sent a third request and was contacted by Reginette ** who was able to provide directions on how to get the refund I requested, even after the hotel refused to refund monies paid. Thank you Reginette!

There was a problem with placing a hotel reservation online. When I contacted HotelPlanner.com about the problem, Miurica ** of Customer Service graciously helped me to work out the solution. She was totally considerate and professional and was able to process a refund to my credit card for the error. She even followed up with an email advising me of the status! I was very grateful to be able to talk to someone knowledgeable and helpful and get the problem resolved. Thank you, Miurica!

Just want to express my thanks to Miurica for her help in resolving a change in a reservation. I had inadvertently forgotten to change the reservation and she quickly answered my message, contacted the hotel, and secured the change. This saved me a few hundred dollars--and I'm very grateful!

Karen ** was very helpful making sure I received credit for my reservations that were moved to next year due to COVID border closing. I was very happy we can come back this August next year and enjoy our vacation!

Although our reservation was non-refundable, HotelPlanner was extremely accommodating during this pandemic and issued us a full refund due to our inability to travel at this time. I especially want to thank Ms. ** for also offering an alternative voucher worth 15% more than our original booking, to be used in the next 2 years at any of their properties. Although we opted for the refund, this was over and above!

I want to let you know that Karen ** was very instrumental in getting my card credited. We are from SW LA & had to evacuate for a 2nd hurricane. When I made reservations for Sun-Fri at Best Western in Eunice, LA. I never knew we would have power in 2 days after the storm. So naturally we didn’t need the days reserved. So I called to cancel days so that someone else could use the days. At 1st I was told that we wouldn’t get our money back & would get a voucher. We needed our money credited to our card. Within a few hrs Karen ** texts me again & said we would get our refund! I was so happy & thankful to Karen. I truly appreciated her help. Sincerely, Jennifer **

I made reservations about a month ago so that I could attend the wedding of a friend's daughter. When it became necessary for me to modify the reservation from two nights to one night, I was given the most exasperating runaround. I called the hotel and they told me they could not help because the reservation had been handled through Expedia. I checked with Expedia and they had no record of a reservation. This started what ended up being a more than 4hr runaround that when I finally spoke to someone at Expedia, they said that I was too late to make a change. WHAT?? 4 days prior to checking in is TOO LATE? I've never heard of such a thing. I could provide more details, but suffice it to say that I will not be making reservations in this manner EVER AGAIN.

We made a reservation in June for a September wedding in Sonoma at the Fairmont hotel. We were under the impression we made this reservation with the Fairmont hotel only to find out it was Hotel Planner. The wedding was cancelled 5 days later and we were told this would not be charged to our Credit Card. I have called the Fairmont hotel and was told this was never charged and canceled by the Wedding Party. July Amex statement arrives and to my surprise it was charged 2000.00 for the Fairmont hotel. So I disputed this with Amex and explained I called the Fairmont hotel for this reservation and it should be credited.

Mrs. Reginette ** assisted in a refund of a hotel reservation. She is very professional and is a great asset to your team as this matter was resolved within 1 day. I am pleased to have dealt with her and she provides great customer service.

I was so grateful for the help Miurica ** provided. It was fast, friendly and I am SO grateful☺️ I got sick and with unable to make a trip that I had hotel reservation for and they completely eliminated my stress. Thank you so much.

Karen ** was instrumental in getting our refund. Due to an unforeseen problem we had to cancel one night of our stay. The desk clerk said it was taken care of and the cancellation was a done deal. However it was not.

We booked a hotel room under a wedding party with a no cancellation rule applied to the group rate, however unexpectedly our family tested positive with COVID that week. The staff was excellent and assisted us to the correct upper management to see if anything could be done about the hotel reservation. We received a voucher, good for 2 years to use at any Holiday Inn Express. We can’t express enough how much we appreciate the politeness and empathy of the staff. We would highly recommend this facility!

I have never had such a wonderful customer service experience before! The team was extremely helpful in navigating me through a difficult decision to cancel my preplanned trip after one of my family members contracted COVID. The quick response really helped alleviate part of the stress this diagnosis brought on our family.

Miurica ** was very helpful in processing my refund after an erroneous double-booking that appeared to be non-refundable. Also, the Live Chat set everything up nicely (do not recall her name). I appreciated their follow-up when I checked in. Thanks again!

Booked a room and had to change because group we were with changed towns we were supposed to meet in. Reservationalist did a great job in getting the cancelation done for free. I did cancel within 10 minutes but still no fees were great. Thanks.

Updated on 10/12/2020: I have tried getting a resolution to the refund problem, but the supervisor is REFUSING to refund one night. Is putting the blame on the hotel, hotel says it's up to Hotel Planner. Not good customer service. But yet, they are asking people to change their reviews to better stars. People should know the truth about Hotel Planners without feeling like they are being forced to change a review if their problem gets resolved.

I booked a hotel room in February 2020 to attend my graduation at Regent University in VA Beach, VA. Unfortunately, due to COVID, the May 9, 2020 graduation was cancelled, I respectfully requested a refund since the cancellation was not due to my fault. It was only from my persistence and the grace given by Reginette **, who I very much appreciated her assistance, to finally receive a refund according to my Sept 27, 2020 credit card statement after 5 months in trying to resolve this situation.

I booked a room for what I thought was 1 night, but due to policy I was charged for 2 nights. I called and was able to put in a request to cancel the reservation. They honored my request but we’re unable to credit me back. They issued a voucher for the amount of my reservation plus an extra 10% for a future stay.

I needed help with a refund and Karen provided outstanding customer service!!! She was prompt in her response time and I could tell that she actually cared about resolving my issue. Such a pleasure to work with someone who cares!

I had a trip cancelled due to covid 19 restrictions in november, 2020. I requested cancellation and refund for that time frame. Karen ** went to work for us and did an outstanding job of customer service. She was prompt, courteous and very efficient in solving our cancellation and rescheduling. Thanks Karen. Dennis & Fauna **

Unable to make my 2 night stay due to unforeseen medical issues. Originally was told nothing can be done about a refund. Feeling helpless and misled under the circumstances there wasn’t anything I could do. Much to my surprise I received an email a few days later saying that a refund was possible and underway. With thanks and great appreciation I did receive my refund. In times like this it’s nice to see there are still some decent people and do the right thing. Thanks again.

We had booked a motel stay for a wedding, but because of COVID the wedding has been postponed until 2021. These people were kind enough to offer us a voucher for future use as we requested a cancellation. Highly recommended.

After a very long drive I showed up at the hotel and was not able to check in, HotelPlanner didn't pay the Ramada, I tried to contact HotelPlanner several times without success, I won't use this website ever again.

Extremely loud location, ** smoke in the room next to ours, as well as loud drunks Throughout the hallways all night. Somebody knocked at our door at 3 am, making my dog bark and waking us up. On top of these issues, an employee accidentally charged more money rather than refunding.

We are responding to let you know how helpful your Customer Service Rep. (Miurica **) was in helping us to resolve an issue where we made a reservation at a hotel but due to circumstances out our control couldn't make it. My wife's mother (bed ridden and unable to communicate) needed medical attention and it couldn't wait, thus an ER visit. And because all of this at happen within the hotel 24 hr check in period the first day reservation was not refundable. We made a call to your customer rep. service # and that is where Miurica answered an email about our concerns being charged for something we wanted to make happen but wasn't able to because of my wife's mother emergency. Miurica listened to our concerns, followed through and was able to get all of our monies back.... THANK YOU MIURICA!!

Charity helped us beyond our expectations. Her prompt response was greatly appreciated We feel comfortable booking again soon. The reservation desk was also very helpful in our efforts. Thank you again for making our trip safe. Simple easy done. Love it.

Charity helped me with the refund process for my booking. Due to Covid I was unable to attend my event. Charity worked for two weeks to ensure I would get my money back after the hotel was less than helpful. I would book again just because of the work Charity did.

I had made hotel reservations for my grandson's wedding that was being held nearby. Turns out, we couldn’t stay overnight so I called on the morning of the day before. The hotel agreed to cancel my reservation, but couldn’t refund my money. After some searching I had to call HotelPlanner. I was told I would have had to cancel 8 days before. I was not happy and emailed the company. I received a letter almost immediately to say I would receive a refund. Excellent customer service!

A trip through Pueblo and on to Denver had to be cancelled due to the pandemic. I had made my reservations very early in the year, hoping to have a ride in a group vehicle. Unfortunately, the trip never formed and I had assumed I would not get my early payment returned. However, I spoke with Reginette at the La Quinta Inn in Pueblo and told her what had happened. She was able to obtain a credit for my next stay at a La Quinta Inn. I definitely recommend La Quinta Inn. And, please thank Reginette ** again for me. She was most pleasant and helpful.

Due to COVID-19, a wedding was cancelled which caused me to contact Holiday Express about my reservation. Unfortunately, I selected the cheaper rate which was nonrefundable. Since, I'm a frequent customer with Holiday Express, I asked if I could get a credit for a later stay. The person I spoke to on the phone told me that was possible. Later, I received an email from Karen ** on 8/25 stating “We are working on your request and we will update you a soon as it is completed.”

I was very pleased at the ease and professionalism in which my reservation was made. The Covid19 virus made me cancel. I had a lot of frustration trying to get my refund. Tried going thru the hotel. They cancelled my reservation but had done nothing in regards of returning my funds. Either overlooked your cancellation site or it wasn't easily found at HotelPlanner.com. Used the # on my credit card statement and things went smooth as silk. Thank you very much.

I am very grateful to the service and staff that helped me to book my room. By mistake I booked a room in US instead of Canada and once I got an email confirmation I found out that it was US hotel with the same name. I was shocked and did know what to do. I called a customer service number pleading for help. Karen a service supervisor calmed me down and told me that she would help me out to resolve my issue. A day later I got a voucher as a credit towards a future hotel stay which I could immediately use for My intended booking. Additionally I was able to get a 10 % discount on my new booking. Thank you for a great customer service.

My wife and I with another couple scheduled and reserved a ferry to cross Lake Michigan. Due to Covid 19 the ferry service discontinued ferry service two weeks early, cancelling our reservation. In anticipation of our ferry trip I had reserved two rooms at subject hotel. There was a nonrefundable clause in the reservation. I called and talked with Karen ** and she arranged for a voucher to use for future trips. I am thankful to Karen and the hotel to help me out during this whole Covid 19 situation.

We were misinformed about a hotel’s policy on pets by Hotel Planner. We canceled the reservation within hours. The Hotel refunded the money to Hotel Planner. It has been 6 weeks. We never received a credit. You can not reach anyone on the phone. Not only was this during the pandemic but we were without power for a week. This Company is owned by Expedia, even they could not provide a phone number to reach customer service. This company is a sham, I am not sure how is allowed to be in Business. Shame on you Expedia for allowing this company to steal money.

Had to evacuate for Hurricane Laura. Checked into Residence Inn Cypress Aug. 26th-storm change direction so we could return home Aug. 27th. Pam at Front Desk was personable, helpful & courteous entire stay. Karen ** took care of getting our other 2 nights refunded quickly, courteously & in a professional manner. Both employees need to be recognized for their endeavors.

Dealt with my query very helpfully arranging my cancellation as I needed to change the date of a booking because the wedding had been rearranged because of COVID. Karen ** dealt with my booking. Thank you for dealing with this effectively in this uncertain time.

I wish to thank Miurica ** for her rapid response to my request for a Covid refund. I had made reservations in the early spring, only to have plans thwarted by restrictions across the country and the cancellation of my niece's wedding. After getting NOWHERE online, I wrote to the HQ and received a response from Miurica and a full refund shortly thereafter. I am most grateful for her wonderful Customer SERVICE!

Karen was a pleasure to work with in obtaining a refund. Pleased with her service, response time, and politeness. I would recommend this service to anyone who is interested in finding a hotel. Thank you for allowing for a positive experience out of what was originally negative.

The Rep. Reginette ** was so helpful with my cancellation of my reservation. This is a very trying time with COVID which is why we were having to cancel. My son had to cancel his wedding. They were very nice and had such quick responses. It made this process a little easier.

We made a reservation with this booking agency and billed for our stay. When we got to the hotel they didn’t have the reservation and had to bill us for our stay. A phone call was made to booking agency and they refunded our monies promptly. We appreciate this promptness.

Very happy with service. The request was handled professionally and the end result was acceptable. I would recommend the service. Received a refund voucher for non-refundable reservation. The circumstances were a bit hectic but Hotel Planner rep was able to apply the refund. Thanks.

I booked two rooms for a friend's daughter's wedding for two nights, but had to call and change to one night because of illness and Coronavirus. After calling several times, I finally received a call from Karen ** and she helped with everything! She took care of the refund, rebooking, and got all 8 of us in our two suites on the same floor! She was very professional, and friendly.

I needed some help with a refund request and I was assisted pretty quick. They were very nice and let me know when they got my info and followed up with me quickly. This was wonderful seeing as how we just had to evacuate from a hurricane and usually these things are such a headache. But they made it very easy.

Our evacuation group needed 4 rooms to house ourselves, two sets of parents in their mid-80s, and our daughter with two small children. The booking agent was only able to obtain one room before the other three could be assigned to us. I called several times to cancel the reservation, but no success. Miurica ** reaches out to me by email to solve the issue. We were impacted heavily by hurricane Laura, and this assistance in getting our refund processed was essential to our financial situation. We are thankful for the efforts of Miurica **! She is a blessing.

Hello, I am most pleased with the assistance I received from Reginette. She was most caring and understood my predicament about booking prior to the true Covid shutdown of NM. She reached out to upper management and was able to get a hotel voucher to me along with 10% extra to any hotel and to be able to use within 2 years. Very outstanding employee and customer service. Very, very happy customer! I am glad I booked through you.

I contacted Hotel Planner's support to retrieve a booking confirmation number following a technical glitch. Reginette responded quickly and was very helpful, providing me a copy of my reservation receipt. Thank you for all the help, it is greatly appreciated.

Somehow I got wrong room type and I contacted customer service and talked to a Reginette ** and she was very helpful and fixed our Rooms. Very satisfied. Very helpful and I will recommend your services to everyone I know. Thank you and God bless you all.