HotelPlanner.com Reviews

I have never been blown off more by a company than this one. I requested quotes for my daughter's upcoming wedding online. I received an email a couple of days later from Tim **, corporate director. The email provided a link to multiple bids, along with a phone number and extension to call when I had a few moments. I called. Then I called again, leaving a voicemail each time with contact instructions. I also responded to the email.

Your representative Reginette ** saved the day. I had somehow managed to book two rooms online when I only wanted one, and could not seem to get it resolved. I described the situation online, and she quickly got back to me, researched, and I am now getting a refund. Thank you!

I used this site for group reservations for a youth sports team. I was promised a very very small check for each stay depending on how much was spent. It is over a year later and I’m still waiting on one of the three that we booked. It of course was the largest one. In one phone call I am told they see where I am due the check and it will be issued. In the next emails 2 months later I am told that I was already paid, which I wasn’t. The rates are usually cheaper if you book on your own with other sites, but not necessarily in blocks. Don’t count on all the promises made to you. I have had to chase and call them for every single thing I had the first year. I won’t make this mistake again.

If I could give Devin ** 10 Stars, I would. He is truly a Customer SERVICE Representative and gave me excellent service! After I had used HotelPlanner as an initial inquiry search for a group block at a hotel for a reunion last year, I received a free hotel voucher worth $250 from this company. When I tried to use the voucher, it was a nightmare! I spoke to and emailed over a dozen Hotel Planner employees (and wasted over 5 hours in doing so over the past 2 days plus I endured a lot of stress as a result). No one helped me nor effectively solved the problem which was all Hotel Planner's error until Devin contacted me. He was terrific and solved the issues that no one else in the company stepped up to take care off.

I tried booking with them 4 times. I originally booked a room online, thanks to it's great deal. Then it came back saying, "This is no longer available. Please select from the options below." So I went to book again, and it was declined. I don't have a large VISA limit and my CC was charged, which it was also credited back right away. I get that this is more of a VISA issue, but why get the approval from my card BEFORE you have the room for me. I called in, where I was told, "One minute." I sat on the line listening to background music for 5 mins. Then he tried to help me book a room.

I was searching for group hotel booking website, when googled, came across HotelPlanner.com. I found this website so simple to use, with required information, HotelPlanner International Product Manager Linh ** took up our requirement. Linh provided no. of good options (hotels). Unfortunately, our group had change of location due to cold weather in planned city and the hotel booking responsibility was handed over to other person of my team. HotelPlanner.com is doing great work and Linh is fantastic at her job. Strongly recommended to people who wants bulk room booking.

We had a lot of stress with flight delays and cancellations resulting in ourselves having to cancel a booking in Hawaii for one night and book that particular evening in Denver. Reginette did an awesome job in managing this for us. Her problem resolution skills were outstanding. Thank you.

HotelPlanner is nothing but an unreliable service that don't check for best rates around the area you are looking to stay at. They gave me a price for 211 dollars for only one night on a Tuesday. While the next door hotel had same room for 121 dollars for one night. I was under the impression they are supposed to find you the best deal on what you are looking for. I guess not. PRICELINE actually took the time to find me the best deal in the area. So now HotelPlanner is gonna try to charge 211 dollars for a room that I don't want and didn't use. For the future I will never again waste my time or be scammed again by this company.

I had an issue with a reservation that was resolved in a timely matter, and with great care and consideration for the inconvenience. The site I had attempted to make a reservation through somehow booked the wrong date, charging me for a room I didn't use. I appreciate Reginette's help in correcting the error and assisting me in getting a refund.

I received a quick response and resolution via the e-mail support system. The customer service representative was professional, knowledgeable, and courteous. I would recommend HotelPlanner customer service to anyone trying to resolve an issue or just looking for an answer to a question.

Reginette was very helpful with my questions and returned all my text very promptly. She also helped with getting a refund at the hotel where I was staying. I would like to thank her for all her help. I would recommend the service to anyone.

First it took several days to have my hotel block request addressed. When it was, "Suzy" not only proposed unacceptable two-star hotels, the rates weren't any better than the ones I found. By the time she finally called me, I had already called hotels in the area and got my own rates. I have told her three times via email that they were unhelpful and untimely, yet she still continues to email me with links to hotels. She won't leave me alone even though I have no need for her or the company. My block was booked based on my own research. Run, don't walk from using this so-called service.

I contacted customer service because my order had gone through with the wrong number of occupants. I wanted to make sure they had accurate information. I received a very quick response to my email. They updated my reservation as requested by contacting the individual hotel. Courteous & prompt email response. I would recommend to a friend based on the experience I received. Thanks again!

One of our crew members book a week of room nights thinking he would be at a certain job site. That changed pretty quickly and we need credit on 3 nights. This was handled so professionally and we had the credit before I even realized. Thanks for making this easy...

We arrived at our hotel in Virginia to discover that the indoor pool, listed among the amenities, was closed indefinitely for construction/maintenance. We had specifically booked this property for use of the pool. After 45 minutes on the phone with Hotel Planner, at 9:00 at night, we were assured that our reservation was cancelled, rebooked at another location (same chain) and the hotel had agreed to a refund. We were promised our refund would be processed within 24 hours and would show up in our bank transactions within 7-10 days.

Reginette ** Outstanding. I am very satisfied with customer service. They were very considerate of inclement weather and refunded my money promptly!!! Hopefully next year I would visit again. Such great response is very encouraging for visiting customers. Also refund would be through same method of payment a no hassle. Thanks again.

The best, fast and extremely quality service from HotelPlanner.com thanks, I call your number and resolved my problem immediately with the kindest and respectful person, I will keep doing business with you. I really recommend this site to everyone, I hope your business growth a million dollars a day or more. Thanks again.

Ursula ** has been an amazing help with my difficult situation switching dates for my booking due to my military training. It has relieved me from wasting hundreds of dollars during a time I couldn’t make it. Quick and honest work done from Ursula. Thank you.

I booked our annual trip to AZ using the normal hotels we use on our trip south. After booking our hotel in Kansas, I moved on to New Mexico and went to a website I thought was the Hampton, Midtown. Only after I had received my confirmation email and saw that it was via Hotel Planner, who by the way charged the total cost immediately to my credit card, I requested a cancellation immediately (about 25 minutes). They refused saying it would cost me $50 and cited their "so called" cancellation terms. I went back to the website and saw 24 hour cancellation. To make a long story short, they (Hotel Planner) stole $200 from me as we could not make the hotel and I asked them again (48+ hours prior to reservation) for a refund. To date, I have heard NOTHING from this company. I later found out of a major snowstorm coming through the area and ask.

I want to sincerely thank Ursula ** for her excellent customer service. She went above and beyond to help me. Due to "non-travel advisories" by our dept of transportation resulting from a winter storm in Moncton New Brunswick, Canada, we were unable to travel and use our hotel for the night of Jan. 22. She worked with the hotel in question and was able to provide me with a full refund. This was greatly appreciated.

Not once has a representative acknowledged my frustration, I asked for a hotel closer to my venue and they sent me an offer for a hotel just as far away. Multiple representatives have contacted me to see what hotel I went with. Once I shared with them who I went with I asked them to stop contacting me. Then they messaged me again asking me for the hotel that I went with, which I already told them, I replied only with I've already asked you to stop contacting me. Instead of following up about what my problem was they went ahead and contacted the hotel I went with and tried to cancel my booking! Incredibly unprofessional! They list their prices in USD for Canadian hotels for use by Canadians, which mislead me into thinking I had found a great deal when in reality it was regular price. I 100% regret using this service and would have had an easier, stress and free time trying to do it myself.

The representatives did an awesome job of helping me with my cancellation/refund. I believe that they went above and beyond and took my circumstances into great consideration! The response and decision was made in a timely manner. Once again thank you for all of your help!

I contacted reservations through email to cancel a reservation I made online. Within 24 hours I was contacted by Reginette who was able to cancel our reservation. When I contacted her later that same day to let her know I had not received the email of cancellation, she quickly and with enthusiasm sent me an attachment with a copy of the cancellation. Great customer service, Reginette!

Great job helping me with a change of reservations. I accidentally booked my room through the website but was supposed to book direct with a wedding party. They were quick to help cancel my first booking and direct me to the hotel directly.

I, unfortunately, had a family situation and could not make my travel. Reginette helped me out with cancelling my trip without any fees or penalty. She was easy to deal with and quick. She got the job done. Thank you and will definitely use you in the near future.

Reginette was prompt to help me resolve a minor oversight on my part. Thank you Reginette again for your help! It helps when you have a company that hires helpful people! Thank you HotelPlanner for making my life easy!

I’ve booked two hotels on Hotel Planner in the last two weeks, and both times they offered the lowest price I could find from any hotel booking site. I had to change plans for one of my trips, and the Hotel Planner customer support team responded to help me much faster than I could have expected and provided an immediate resolution that didn’t require any extra action on my end. Low prices and seamless customer experience will keep me coming back!

I REPEAT...DO NOT USE THIS WEBSITE! I booked a room back in Sept. through this website. We were charged DOUBLE what the rooms cost if I would have done it myself. When I tried to get a hold of someone on the phone about the matter I was put on hold for a half hour twice and then the call got dropped both times...hmmm...interesting I thought! No one then would pick up the phone when I called the third time. Only thing I could do was take it as a lesson learned and will NEVER use this website again. I am warning people out there to NOT waste your time and money and call the hotel's direct if you want to book a room. Was charged $430.54 with this website when the hotel would have charged me $278.16 for my stay. ZERO STARS from me!!!

I booked a room through Hotel Planner. I chose the option to be able to cancel the reservation up until the day before my arrival date. I called the hotel and was informed that the reservation I made was non-refundable. I called Hotel Planner and reminded them that when making the reservation I chose the option of being able to cancel and paid extra to get this option. The agent acknowledge that I paid the higher rate but said the reservation had already been processed and they could not change it no matter how much I disagreed. Do not book through this company. They play the "bait and switch" game.

Due to unexpected circumstances, we had to cancel shortly after making the reservation. Reginette ** was very helpful and responded immediately to get us cancelled. Happy, Happy, Happy! Hopefully, the refund is applied as efficiently. Thank you!

Hawaii Vacation - Wonderful help from Reginette. She helped me make some changes with my vacation. She quickly updated me along the way. Really love the results and will use HotelPlanner again. I will surely recommend HotelPlanner.

I had accidentally started my hotel booking earlier than my flight was supposed to arrive. Reginette was my swiftly assigned agent. She was very transparent about her next action, worked quickly, and politely. I actually enjoyed my customer service experience!

I booked a room with this booking agent which came up when I searched for a local hotel. Immediately after we discovered reviews of the hotel indicating that the hotel had a history of bedbugs, we contacted the booking agent and hotel (less than 12 hours of booking) and let them know we decided not to stay and wanted a refund. We were told our booking was non-refundable (less than 12 hours of booking) even though the hotel manager told me if it was up to her she would refund the money. I was also basically told that because they could not find reviews of bed bugs on HotelPlanner’s website that there weren’t bad reviews. I read verbatim what the reviews had said and was still told that they would not return our funds. So just in case you are looking for a hotel room in Waterford, Michigan tonight there is a room open that we have already paid for for you!

Great customer service! Initial booking and changes were handled professionally and quickly. Will recommend to friends and family. Room was changed from smoking to non smoking and a room cancel was refunded appropriately. Thanks for the great service and professional contact. Rates were reasonable and booking was easy.

I used HotelPlanner to book a group trip for my business and made a mistake in my booking. I was scared I would have to forfeit my reservation, risking losing the company's money. I received excellent, timely service from Reginette **. Reginette saved the day!

We were supposed to stay in Breckinridge for a few nights, but our flight was dramatically delayed. We were left with two options: drive through the night at 2AM in the snow to stay in the hotel or wait until the morning to make the drive. We decided to go with the SAFEST option for our family and wait until the next day. We explained the situation to customer service, and instead of trying to understand our issues, they rudely sent the “cancellation policy” to us. Definitely never using this service again. We regretted not booking through the actual hotel because they offered to refund us but unfortunately we were stuck with this company. Also, we never received a receipt or confirmation number the entire process so our experience was even more frustrating.

I had booked a nonrefundable reservation for 2 nights for my son's volleyball tournament. Long story short, he came down with a horrible viral flu like infection and we had to leave after the first night's stay. With no expectations of getting even a partial refund, I reached out to HotelPlanner.com to explain my circumstances and hope for some mercy! Reginette responded to me within an hour, and confirmed they had verified my circumstances with the hotel and agreed to refund my second night's stay! In today's world, this kind of customer service is unheard of. I am thrilled with this outcome and will most definitely recommend this site to friends and family!

In November I booked hotel and it was over 80% discounted. The price was very good. I paid using my credit card and the amount was taken off my credit card immediately. Next day I called Hotel Planner customer service and spoke with the representative and she was able to confirm my reservation. One Month after I received an email from them stating that my booking was cancelled due to price error on the website. How would I know if the prices is wrong or not? This is misleading because I paid with my credit card and after one month they are sending me a cancellation email and I didn’t expect this to happen. I have to pay interest from the Bank and also the refund I received is less than what I have paid due to exchange rates is now different. I’m very disappointed and I don’t recommend people to book from this site.

As a hotel manager I do not recommend this booking site. As the AGM of a hotel we tend to use this to bring in more groups. I will never be using this site again. Even after answering all requests and sending offers you only actually book a few groups with them in a year. Then with groups booked they will try to charge you for rooms not even picked up. They require you do all the work and prove to them that the total is not actually what you owe. Even if a group is NOT booked with you they will still send you an invoice to pay. We do not owe and I will not be paying for a group I never even heard back from.

I had to modify a date due to the party traveling with me did not get the approval from employer as expected, I called and was told someone would call me back. The next day I proceeded to email as well and got a call from Regina. She was so helpful in not only assisting me but resolving my issue to a satisfactory conclusion. She was extremely courteous and I commended the company for having such great customer service and willing to help the customer. Would definitely recommend using the site to anyone else.

I have found that rates are posted online that are not and never were available. I contact the supervisors and the 1st response is, "We will get that corrected." The rates still were not available and the supervisors said that the rate is/was available at the published price at some time in the day. And when I continued to try they told me the rate posted for the Rosen Centre Hotel are not for that hotel, they are the starting rates of some hotel but not that hotel. HMMM. The rate today is still advertised at $109 and there are no rooms available, but you can get another hotel. Is this called bait and switch?

I had cancelled my hotel reservation and noticed I hadn’t received my refund. I had emailed Hotel Planner and Reginette ** had replied very quickly and said she was working on it. I had my full refund back with in couple of days. Thanks again for the quick response and working so quickly on getting my refund back!!

I had reserved my daughters stay at your hotel to begin her last classes to become a Surgical tech. On our 3 day there she had a mini-stroke. We immediately checked out and left for home. I had to withdraw her and cancel her reservations. So thankful that you could refund at least some of my money.

The hotel changed the room on us and we emailed your company. Reginette was super responsive and got it resolved promptly. Also, Reginette agreed to notify you that your website incorrectly advertised a 2-bedroom unit that the hotel doesn't actually have.

Contacted Customer Service to make sure my reservation went through. There had seemed to be a problem at checkout. Received excellent customer service to inform me my reservation went through just fine. I very much appreciated this. In today's world--excellent service seems to be difficult to come by. Once again--thank you.

Lost $100.00 for no good reason. BUYER BEWARE! RESERVE YOUR ROOM FROM THE HOTEL NOT THROUGH HERE!!!! I reserved a room in Louisville because my sister was scheduled surgery and we live two hours away. The surgery was cancelled and they have a "no refund" clause! PLUS a $20.00 tax recovery fee. HOTELPLANNER is a scam, sham, and money making operation! I would give them a -10 if there were enough stars!!!

I booked lodging at 0810 CST and two hours later discovered that my trip was canceled. I attempted to cancel the reservation immediately and was told that I would have to pay for the room! Less than 3 hours from when I booked it. The issue was elevated and now successfully resolved. The resolution agents action is much appreciated.

As a hotel partner I do not recommend this booking site. As the AGM of a hotel we tend to use this to bring in more groups. I will never be using this site again and would much rather not use one at all after this experience. Even after answering all requests and sending offers you only actually book 1-2 groups with them in a year. Then with groups booked they will try to charge you for rooms not even picked up. They require you do all the work and prove to them that the total is not actually what you owe. Even if a group is NOT booked with you they will still send you an invoice to pay. After multiple failed attempts of trying to let them know they did not book with us they deactivated our account. We do not owe and I will not be paying for a group I never even heard back from. All in all this was a horrible experience and I definitely do not recommend.

I regretfully had to cancel my reservation for a room at the beach, but there was something I didn’t notice. I had messed up my reservation and booked a non-refundable room for over $1,200 WOW! That was about to be a huge loss. I reached out to Reginette and she helped me out tremendously! Even though I had made my mistake carelessly, but due to circumstance I was able to receive a refund on my room minus a cancelation fee. I was astounded that I would be able to do that. Reginette definitely helped more than I could ever know. Will definitely be planning with this company again and again.

We booked a room for an upcoming soccer tournament. The day before we arrived, tournament got cancelled due to snow. We called hotel to cancel even though we didn’t have pay the extra cancellation fee. After checking into it, hotel sent us email that they would refund our total amount. Was very pleased and will definitely rebook when needed. Customer service was very helpful and pleasant to talk to.

We made reservations at Best Western because we had tickets to the Elton John concert in Tampa. We live an hour away but are both handicapped so decided to stay in Tampa after the concert. The concert was cancelled and we thought we were stuck with the hotel bill as it was non refundable. Ursula **, a Reservation Specialist from “HotelPlanner Consumer Affairs” got us a courtesy cancellation! We believe she went above and beyond in helping us. Thank You Ursula!

I made the reservation by mistake and Hotel Planner was kind enough to cancel the room and refund my money. They responded to my request in a very timely manner. Very courteous staff!! Yay!! Thank you.

Reginette at HotelPlanner was able to provide me with a refund for my nonrefundable, no change reservation when my niece suddenly called off her wedding. My first phone call to customer service was unsuccessful, but I was able to a positive response when I sent an e-mail to customer service. I am very pleased with the level of customer service provided by Reginette at HotelPlanner.

As an accommodation we were partnering with HotelPlanner to get group reservations from them. Hundreds of request were arriving which we always answered in a couple of hours. Only a couple of them became real reservations in 2-3 years. This is not the problem, but the nightmare is coming after this. Whenever they sent us a request we answered it. After this point they start to send emails asking if the Client booked. We answer all of our emails so we always sent them the proper response too. Nobody read our answers. They keep sending you 5-7 emails about the same request asking if the that exact group booked. Doesn't matter if they didn't and we informed them about this all the 5-7 times they asked, they change to ask you to pay the commission after groups never booked with you. It would be absolutely normal to face with this situation a couple of times, but always? Come on!

I had the best experience while booking on HotelPlanner.com. I had initially screwed up and somehow booked two rooms when I only needed one! So I emailed the customer service and I received an email from Reginette ** who wanted to help right away. She quickly answered my questions and got me set up to get a refund! Super easy process and I would definitely use this site again. Customer service was great!

I had a great experience! This company was understanding and worked with my family and me. I'll absolutely book with them again due to the great customer service. We needed to cancel our reservation last minute and were at the point where we wouldn't receive a refund but they made it happen without questions. Amazing and fast customer service! Especially from Sarah **. Thank you.

I called 855-268-7790 and spoke with a Celesi ** after I googled hotels near me on Oct. 11. I needed an early check in and I had a dog and she was researching a hotel that would take me early with a dog. We got disconnected so Celesi called me back from #513-214-2585. She contacted LaQuinta Westminster at 8701 Turnpike Dr. (Denver) and spoke to ** who confirmed there was a room. Celesi told me what type of room it would be available immediately and allows pets. My reservation was from Oct 11-13. Celesi took my debit card information and charged $194.04. She told me all I needed to do was walk in the hotel and my reservation would be ready and taken care of. This was not the case.

Reginette was very helpful. They followed up via email in my inquiry and were very patient since I delayed my reply for a couple of days. They managed to change my hotel reservation with no extra charges. I'm so happy that my problem was resolved :). Thank you Reginette!

I was trying to make a reservation for a wedding in April. I got mixed up trying to navigate the website as I had never used it before. I got called away before I could finish. Late when I got back to the PC I found an email from a member of your staff encouraging me to try again and to get their help if necessary. I felt someone cared and I did make a reservation.

I had booked a $4k resort stay via HotelPlanner and inadvertently made the reservation for one person instead of two. I called to change it and after going rounds, I was finally send an invoice for an additional charge for the added person. After paying, I got an email saying my reservation was canceled and a new reservation was made. At first glance it all looked ok, then I saw the new reservation wasn’t for the type of room I had booked (I paid extra for a swim up room, this was not one) and the new reservation was nonrefundable - my original reservation was refundable.

They send out emails and faxes, but when you email back or call, no one answers. Phone calls are never returned and emails are never replied to. This is not customer service. It is absolutely uncalled for and needs to stop.

I received a prompt response to my request for cancellation of my reservation thanks to Reginette Exume and I'm pleased with this level of service. The cancellation confirmation was received the same day as request via email. Thank you again and thanks.

I booked a non refundable room at a Holiday Inn Express 5 days prior to my stay through HotelPlanner. I traveled from Canada to US and reached the hotel to check in before having to head out. Upon check in I have my name and they had no reservation for me. I then handed them the confirmation number given to me after making my reservation and still no reservation found. It took over 30 mins to look into it and the hotel assured me that they would have a room for me even if the reservation wasn’t found. The hotel made phone calls and HotelPlanner had the reservation but they didn’t forward that info to the hotel. If the hotel was fully booked I would have been out of luck. Not a good experience for my daughter and I for sure.

I was searching for a website to stay at a Hampton Inn. Hampton Inn's website was down at the time so I ended up on Hotelplanner.com. I was not aware that they have a no cancellation policy. I have never heard of a stateside reservation being non-cancellable. They claim that their rates are so good that they have to make them that way. A friend who is staying at the same hotel got a better rate and did not have a no cancellation policy so that is bogus. Their agent was unable to help and I am sure she hopes she is able to find another job soon. My bad for not reading the fine print. Their bad for having such an egregious policy!

We made a reservation through Hotel Planner three months prior to a trip and our account was charged for a one night stay at Hampton Inn. However, when checking in, my husband was again charged for the room. Upon discovering the error, we contacted the hotel but they would not give us credit. We reached out to Hotel Planner, they contacted the Hampton Inn and were able to get us a refund for the over- charge. Everyone at Hotel Planner was most helpful and efficient, especially Reginette **, who kept me up to date via email throughout the process. Good job!

I had made a major mistake when booking on the Reginette and team were incredible sympathetic with my case. Their understanding was very appreciated and I will definitely give my business to Hotel Planner again (I already made two bookings - properly - after the fiasco).

Jamad ** provided outstanding service for me today. I had communicated with a prior agent and received terrible customer service. I called reservations requesting a new agent and Jamad called and assisted me with all of my questions and needs for setting up hotel accommodations for my family reunion next year. He was kind and patient and stayed with me until all details were worked out. I really appreciate Jamad. I give Jamad 5 stars for Outstanding Customer Service.

Reginette ** went above and beyond to make sure we had a positive experience after a few things that were out of her control happened related to our trip to Guatemala City. Sometimes things happen and how people communicate and attempt to resolve situations is the definition of good customer service. I would highly recommend her and thank her for her help.

SLAMMED by HotelPlanner when making reservation for IHG. Holiday Inn Express did not submit bill. When questioned at the check-out desk, I was informed that my reservations were through a 3rd party, so he could not submit me a receipt or tell me the charge for my stay. I asked, when is IHG a third party? He didn't answer... but told me that my bill was paid through Hotel Bed. I told him that I have never heard of Hotel Bed and on speaker phone, at the check-out desk, I called AmEx to dispute the charge. AMEX said that the charge showed Hotel Planner for the correct dollar amount I received when making my online reservations, so I did not dispute the charge. I did not receive reward credits from IHG for this stay. Hotel Planner is a third party vendor. I do not want to do business with 3rd party vendors who use a slammer and scammer business practices.

I was unfortunately unable to visit Pensacola Beach due to Hurricane Michael and was forced to change my holiday booking. I phoned up the customer help desk and was helped immediately to receive a full refund. I subsequently contacted the help desk again by email and I received an immediate response from Reginette ** who was extremely helpful in processing a full refund. I would recommend this service without hesitation.

I experienced a problem when booking a room. I had booked for one night and when my confirmation came through I somehow had reservations for two nights. I immediately emailed the reservations department at HotelPlanner explaining the problem. Within less than 24 hours I received a message from Reginette at HotelPlanner who assisted me with the error. She let me know that the reservation had been changed to one night, and that my credit card would be refunded for the one night. It was nice that the followup was so quick. I would highly recommend HotelPlanner. The quality of service I received from Reginette was exceptional.

I made a group booking through Hotels.com - I didn't realize it was through this 3rd party supplier HotelPlanner.com until it was too late. The company almost acts as a scam as everything from email receipts to contact info to customer support emails says Hotels.com, but really they are not Hotels.com and most of their customer support personnel are not aware of the supplier arrangement. If you have an issue and try calling Hotels.com they will just hang up on you as they can't find any info about your reservations or this company.

Reginette, at HotelPlanner, was very helpful and was able to assist me with getting a refund on a cancelled hotel reservation. Her recommendations and guidance as well as communication directly with the hotel enabled me to get a refund the next day.

I booked a room August 8 2018. Website said no charge on credit card till I show up at hotel on November 15. Checked my bank account next day only to find out my card was charged. I immediately canceled the reservation only to find out in October that it was never canceled. I called Hotel Planner to cancel reservation. They refuse to cancel my reservation. I have since disputed the charge with my bank. I encourage you to not use this website for booking a room. They are thieves who only want your money.

We have had the need for HotelPlanner.com customer service to step in and assist us with challenges at individual properties. Each time Reginette has responded promptly to our emails and jumped right in to get miscommunications resolved. I would highly recommend HotelPlanner.com.

Great experience with this customer service representative... She was so helpful and had a sunny disposition. I had accidentally picked a hotel that was too far from the youth soccer field and had to switch to a different hotel. It was a pleasure dealing with her and would recommend this site to people I know! Thank you.

I needed assistance modifying my hotel date. I contacted you all online. A person by the name of Reginette ** contacted me and within 24 hours my issue was resolved! This was the best customer service I have ever received! Thanks.

I was attending a convention on the weekend. Where I had booked and prepaid online for a hotel suite on October 6th for the night. I had already had a rough day which I was looking forward to finally getting to my room at the Sunbridge hotel and conference centre. I arrived at the hotel in the evening which they required a $50 deposit. I went and added an additional $50 to my bank Visa credit. Where the funds are directly deposited from my bank account on the Visa card. I presented the card to the concierge. She swiped the card which she finally told me that they don't accept prepaid credit cards. I explained to her that it was a perfectly good Visa card as it already had the funds on it. I had also used it with my other trips and booking other hotels. Unfortunately, she didn't accept my card. Where I got very frustrated that I didn't have a room for the night.

I needed to add an extra day at the hotel I reserved. I was frustrated and didn't want to book elsewhere. So I email Reginette and she helped me out. I thank her from the bottom of my heart. I'm also Deaf and this saved me just in case I was stranded.

Great service and really friendly. I was worried about my reservation but everything was handled promptly and professionally. They were able to complete my request very fast and got exactly what I needed. I will definitely continue being a customer.

Reginette ** help me with a refund of one night hotel payment I made by mistake when I proceeded with the reservation. The rate was not refundable but I explained her that it was a mistake and that I only wanted one night at the hotel and not 2. She told me that in 10 days I will have the money refund.

I just experienced some good customer service and I wanted to applaud you. The lady who helped me did a great job. I had an unusual situation mixed in with some miscommunication and it all got rectified in a timely manner thanks to her. I’ll be back!

I emailed the company re a change in my hotel reservation at the end of this month. Regina answered quickly and took care of the change. She also emailed me the confirmation of the change. Excellent response time and service. I appreciated Regina’s effort and would likely use the service again. Thank you!

The person that helped me was Reginette and she was great! I was so worried when I booked a hotel and then realized I was too young to even check in. She helped me out so much by getting me a refund and I couldn't be more grateful.

A hotel reservation was inadvertently made on 9/17. Once I became aware of this (2 hours after the reservation) I tried contacting Hotel Planner, an answering machine requesting I leave a name/number for call back, which I did. I attempted a second time hours later with the same results - never have I gotten a callback. My third attempt, about 8 hrs after the first call, I talked a rep who informed me that she could not cancel but that she would forward my request to the dispute department. Two days later, with no reply, I contact Hotel Planner again and they ensured me that my dispute has been forwarded and I should get a reply within a couple days.

Booked a room thru HotelPlanner for a wedding near Seattle. Booked well in advance for 4 nights at a Hilton Garden Inn. A month before the wedding we decided to fly in a day earlier and leave a day earlier. I contacted HotelPlanner and was told that I could not modify the reservation in ANY way, and if I did I would have to pay the FULL price of the reservation then rebook the reservation and pay the FULL PRICE AGAIN. Said simply, I would have to pay the 4 full days of reservations TWICE!! I was shocked to say the least and I asked the same question multiple times in multiple ways. I tried contacting the Hilton Garden Inn where I had the reservation but they apologized and said there was nothing they could do since the reservation was made through a 3rd party provider. I wound up booking an extra night directly with Hilton. If you have ANY CHANCE that your plans MIGHT CHANGE ‘ dont book with Hotel Planner.com.

I would give zero stars if I could!! Booked overnight for 10/5/18. Canceled 10/1/18, due to death in the family. They say Best Western of Hartland MI owes us the money prepaid for this room. HotelPlanner FL charged our Visa $103.76 on July 31st! THEY owe us the money. After many phone calls (mostly us calling them) they still keep telling us we have to deal with the hotel!

Reginette went above and beyond with helping me. I had a billion questions and she answered each one thoroughly and with patience. She was the best customer service experience I've had in a very long time. She had to look up at least 8 reservations for me, make changes and then resend me all the confirmations. I was confused when I first got to her but she straightened everything out and I left feeling very confident.

I did not receive a receipt for my reservation, and soon after I emailed the customer service section, I received the receipt in an email. Reginette ** sent the receipt and a confirmation email. Outstanding Service. I would recommend your company to others.

I received an invoice for R9000+ for a group which apparently stayed at my establishment in 28 rooms. First of all this guest certainly did not stay here. And secondly I have 2 cottages which sleep maximum 4 guests each. I certainly do not have a hotel with 28 rooms. Stephanie ** is the person who keeps sending me group requests. My profile clearly shows that I can only accommodate maximum 8 guests. Where on earth did she get the information that this certain guest stayed at my establishment? This is very incompetent indeed!

Getting married 10-7. Received a phone call at 9pm to let me know my hotel reservation was cancelled. When I reached out to Hotelplanner all the agents that I spoke to had no information about my reservation. My other guest weren’t not contacted either. I informed them of my situation and when they started calling they were told their reservation was also canceled and now we have to wait for our refund that can take days because we didn’t booked through the hotel plus find a new hotel which now it will cost us double the prices as it is the holiday weekend. Do not use Hotelplanner for your wedding and especially if you are having guest coming from different parts of US. Their representatives were useless and didn’t help me at all.

Worst experience ever. I booked a motel and it was the worst, I got a refund the next hour due to change in plans. I have been waiting for someone to answer my call. I have not got my refund yet. Worst EVER.

They tried to claim that I’d booked nearly 100 rooms with a hotel I never even spoke to. I wound up booking with a hotel. I didn’t connect to on their system and they claimed that too. Tried to claim credit for work they never did.

First called, then went through the online booking (as instructed). Price remained same until I realized that my husband was not included in the room (confirmed room for 1 person only). When I called to correct this (just in case) I was told there was an additional fee for the "other" person. Funny thing is that the room rate was the same for 2 when I called and then jumped up a bit ($$) when I called to correct. Very strange for a Hilton run hotel.

On August 16, 2018 I made a reservation with your service for 4 nights at the Holiday Inn Express in Georgetown Texas. The dates were 8-24-18 through 8-27-18. My wife's brother passed away suddenly on August 15, 2018. Just 5 minutes later I realized that I booked the wrong dates. When I called back your representative said that I will probably have to pay for 1 nights stay by changing the dates. Your representative said they change the dates to 8-17-18 through 8-20-18. Also, he said he would check with the hotel to verify their cancellation policy. When my wife and I arrived in Georgetown, Texas on 8-17-18 we first went to my brother in law's home to console his wife. While there a neighbor offered a place to stay for as long as needed.

It was so easy to use this website to help with planning for our soccer team. I loved I could easily see the distance to the fields for each hotel. Even after I booked the room, I had a question and a response was emailed back to me within hours by one of their staff members, Reginette. Very fast and efficient service!

I made a reservation for the RIU in Guadalajara Mexico 5 months in advance for 4 people, once I received confirmation I called the reservation center at the RIU. They informed me that the reservation was for 2 people only. I called the reservation center and I have been waiting 3 months and no response or resolution from this company. To me the message is clear they don’t want my business and they have poor customer service. I screenshot the reservation that clearly states 4 people but yet no callback to resolve this. I have been told 4 times, "The manager will call you back." Until this day I have no callback and now I am stuck starting all over again. Do not use this company. Unprofessional and no Customer service. This was my first attempt to use them and definitely my last.

While making reservations at the Days Inn in Myrtle Beach SC for my son, I emailed Reginette ** several times over the course of a day. She was very friendly, accommodating, helpful and answered all of my questions promptly. I am thankful for her and will not hesitate in the future to book a room at The Days Inn, knowing that if I have questions they will get answered.

On August 19th I made a reservation at the La Quinta Hotel in Sunrise Florida. When I went to book the reservation I did not realize that I was being directed to these scammers website (that is what they are) I mistakenly booked the reservation for 8 nights instead of 5 nights and once I realized the error, I immediately called these crooks the same day and request that my reservation be changed to 5 nights. They dragged the issue out for an additional 2 days when they knew the cancellation could not be processed and ever since I have called them and emailed them numerous times for them to refund me the cost of the 3 nights which I never stayed at the hotel.

$1600 stolen from us: My whole family planned a trip to the beach. Got 3 rooms through HotelPlanner. A few days later, we got a call from BookIt telling us there weren't 3 rooms available at the place we booked at. We spent over $4400. She moved us somewhere that was a little more than half the cost of the original place. They told us our $4k payment would be transferred to the new place and that the difference would be refunded. Now the woman who moved us no longer works there, conveniently. And we are getting the runaround to get our money back for the first charge. We keep getting passed to people who know nothing about our case. They said they had to talk to Expedia (they weren't even involved here), they needed to talk to HotelPlanner, and now are asking who even told us we would get a refund. We get one because the 2nd hotel doesn't cost as much as the first!

Reginette ** was easy to communicate with and kept me updated on the status of my issue. She resolved my issue in a timely manner and I received a refund since there was a mistake. Customer service was able to help when there was a mistake in the site. Pleased with my experience when I could have had my money taken for a mistake, but received timely refund.

I have received multiple emails regarding invoices that are past due, but before I can pay them, a few corrections need to be made. I have tried calling the main number and leaving a voicemail, calling specific people from the emails I've received and leaving voicemails, and emailing these people back. It's been over a week and I still have not heard back from anyone. Our account has been frozen due to lack of payment. I am very dissatisfied with your company.

I had reservations which I understood as non refundable because of type of room. But then Hurricane Florence happened and I knew I could not leave, I requested to have my reservation canceled because of this event. And my request was graciously accepted.

My golf team qualified for Nationals in Match play and I mistakenly thought my coach wanted us to book rooms when in reality, she was saying she had already booked. Once I realized the mistake I called in to the number on my reservation and the other person said to hold for a minute because they were having problems pulling up my registration, which wasn't true because he had already verified my phone number and name. I waited for about 20 minutes and when they finally came back on, they said there was nothing they could do. Now I am left with an expensive room I don't need and it is at a resort so it would have been very easy for them to resell, especially since the booking is for 7 weeks from now. Needless to say I will NEVER use this service again and I highly recommend no one else does.

I mistakenly made a reservation for my daughter's block of rooms at a special rate for her wedding on HotelPlanner.com thinking I was dealing directly with the hotel. I have been trying for 2 weeks, since the morning after the night I made the reservation, to get it canceled and get a refund. They eventually got back to me by email saying the 'hotel and rate provider' would not cancel and refund. I called again to restart the process and waited a week with no response.

Updated on 10/27/2018: After HotelPlanner's initial response through the Consumer Affairs site, I have not heard anything! It has been almost 2 months. No call, no resolution, nothing... This is the worst customer service experience I have ever had.

I booked 2 nights 1 room at Best Western in Pompton Plains NJ through HotelPlanner for total of 276.47. Everything was good up until my mom got a call in the morning that my dad is really sick and we had to go home, back to NH. Now I called HotelPlanner and they said they can refund me for the night I didn't stay at. It's been 2 Weeks and Counting, I have called several times and left humorous number of voicemails. I call and they redirect me to a woman who never answers or even responds. I called again 4 days later and they did same thing, after I asked nicely to not redirect me to that woman. I hung up, called and asked again for a good 5 minutes. Finally the girl didn't redirect me to that lady. But, They are still leading me on, telling me they will refund me, they just have to talk to the hotel manager and get the receipt of the night I stayed for and then they will refund me.

April has been really helpful in getting my reservation sorted out. She has been prompt, professional and understanding. I would definitely recommend HotelPlanner.com, because of such professional customer service staff. April helped me get the issue sorted out at 10pm in the night. Really glad to find a service which still focuses on customers.

Do yourself a favor and work directly with the hotel. This service is not a service, but rather a stress. I followed the process - submit request, accept, decline, or ask questions to the hotel. Then, per this "services" direction, I reached out to the DOS or Manager to secure the rate and rooms; however, I have received no responses, even after following up numerous times. Although frustrated, I felt some hope when I received a note from a Product Manager, only to receive zero acknowledgment after stating my issues. Then, once again, I felt some sense of hope when a Contracting Agent reached out. Again, zero acknowledgment. They act like they care, but they don't. Don't waste your energy or time with this website.

I made a reservation on Aug 16, cancelled on Aug 17th but HotelPlanner still billed me $183.98 on Aug 18th. I emailed them on the 17th to ask about my cancellation and I was still wanting one of the nights once the cancellation was credited. Anyway, they emailed me back and said they had the cancellation but nothing about reserving one of those nights. Anyway, I never did get a credit back. I'm out $183.98. I even called the Americinn by Wyndham Appleton West to see if I had a reservation and they said no reservation was ever made. This is absolutely the worse experience I've ever had and getting ripped off to boot.

Best Western Plus Lake Jackson TX - The hotel was great. Wished I could take home the coffee machine in the lobby. As far as the booking experience, the gentleman who booked my room did not tell me that there would be a $47.72 service charge. That was an unhappy surprise. My experience with the young woman who responded to my request for a receipt (which I had not received) was great. She responded immediately and was very courteous.

I am very pleased with the ease in which I was able to book my hotel. When an emergency arose, I was able to speak with staff who were courteous and prompt in responding to my requests for a refund due to not being able to stay an additional day as planned.

HotelPlanner.com was the most stressful, difficult, frustrating, and awful part of planning my wedding, bar absolutely none. Our baker went out of business, and finding a new bakery one week before the wedding was easier than dealing with HotelPlanner.com. At first, we went through the normal process of finding a block of rooms to book. We searched nearby hotels, and found one that worked perfectly for us. As per the HotelPlanner.com instructions, we routed all of our communications through the HotelPlanner.com interface. So we sent in a request, and we waited. And Waited. And waited. Followup emails with HotelPlanner went unanswered. Voicemails went unreturned.

I would like to commend Reginette for her quick and professional response to my e-mail. I had requested a cancellation to a prior reservation at a motel I had made and wanted an email confirming it. The no. of The itinerary is **. Thanks for your quick service.

I booked this room several months ago and was unsure what type of room I booked. This representative answered my question in a timely manner. She was very pleasant in our e-mail conversation. I will do business with this business in the future. Thank you very much!

I booked the hotel with a good price in the website. The customer service is excellent. The lady is pretty nice and work efficiently. She replied me within a day, and help me resolve my issues! I will definitely recommend the website to my friends.

I had added additional funds to my free hotel voucher, but ended up booking a hotel for much less than the amount I had. I thought I would end up losing $62, and wrote in a customer complaint. April ** promptly replied and assisted me with the issue. She initiated a refund to my debit card (which is still pending). But the service was quick and easy, and she was friendly. Thanks.

I booked 2 nights at the Holiday Inn North Padre Island and on my confirmation it gave the hotel name and address that matched the hotel I was booking. (Confirmation # **). When I arrived the hotel was boarded up from a hurricane a year ago. I went across the street to a Holiday Inn Express and they had my reservation at that hotel. I paid over $800 for 2 nights in a small suite in a box motel instead of the beachfront hotel still advertised on your site as being open. Between HotelPlanner and Holiday Inn (North Padre Island) I got screwed with the old "Bait and Switch." Now I find that a lot of people have been ripped off the same way. The hotel was not on the beach, did not have a restaurant, pool bar, etc. as promised. Anybody going through this site should be wary of how HotelPlanner and Holiday Inn operates and call any hotel they book to verify what hotel you will actually end up with. RIPOFF.

Hi. I made a reservation and quickly changes my mind but couldn't figure out how to cancel it and also get a credit back. Reginette ** was right there every step of the way with me and helped me cancel and get a full refund. She kept me appraised in every step. For this reason I will use this website in the future. Great employee and kind and courteous.

When I asked for a receipt for my stay the desk clerk said she could not give me one because it was billed through a third party. Now that I looked at the credit card statement it looks like it will be the most expensive stay of my trip! And I feel certain it's because I was baited into a deal through HotelPlanner.com. I will avoid HotelPlanner.com in the future. So how do I get a receipt?

I was connected with Reginette to assist with an issue related to a reservation booked for incorrect dates via a non-refundable agreement. Though I understood that these terms were quite strict, she was able to refund almost all of my costs, save for a minor fee associated with the nature of the reservation’s non-refundable status. Given that some companies are extremely strict about such policies, the waiver HotelPlanner.com was able to provide me under such circumstances was very generous and I appreciated their prompt attention to my issue.

Booked a hotel using this website because it said that the rate was including resort fee but when we arrived at the resort, we were told that we were being charged a resort fee because third party sites don't collect the resort fee. The Daytona Beach Resort we stayed at was disgusting and the "ocean view" that we paid for was a partial view and a full view of the condominiums next door; the sheets had stains and seemed to not have been washed/replaced since the previous customers were in there; the tile had mold in the grout, the carpet had vomit/bloodstains; the refrigerator would rattle in the middle of the night and I had to get up multiple times to stop the loud vibration and the room was musty and the A/C never cooled down the room. I tried contacting HotelPlanner.com and spoke with an Adriana and she just forwarded me to a voicemail of Regina who has not reached out to me for a week.

The website said no refunds, but I made a mistake when booking and they were still able to help me and fix it. Thanks so much! They were quick and responsive to my email and phone call. Very much appreciated!

Don't ever use this company. I booked a room at the Hampton Inn through Hotels4Teams, which uses HotelPlanner.com for the bookings. The room was booked, I received confirmation, and the charge showed up on my bank account immediately for $279.17. When I called the hotel directly to confirm my booking, they stated that they were full and there's no way I could have booked a room with them. They said our name was not in their system, and neither was our confirmation number. When I called Hotel Planner (the number given to me on their own website), she told me that she could not locate my confirmation number and that I called the wrong number. She then proceeded to give me the "correct" number to call, which was the exact same number I had dialed. She then told me that she couldn't do anything and to call the hotel for the refund.

I recently made reservations through reservations@hotelplanner.com for an upcoming wedding. First of all the site stated that there would only be a hold placed on my credit card and that the Hotel would bill me at the time of check-in. Second, the second person occupant in the room was not recorded. Third, my credit card was debited for the entire amount of the stay. Fourth, when I tried to speak with someone regarding my existing reservation the system told me to contact the hotel that I'd chosen and hung up. Fifth, I had to speak with customer service like it was a brand new reservation to be helped.

On June 27, 2018, I was on this company’s website searching for a hotel. During my search, I had to key in my credit card number before I could see the final cost. Unfortunately, the power went out at my work for a few minutes. When I was able to log back in, I saw that my credit card was charged. I immediately called them and explained that I did not authorize this transaction. They said no problem and allowed me to cancel the reservation. I got a cancellation number and email to confirm this.

Booking reservation online was very easy. A change in plans resulted in our canceling the reservation but the cancellation was just as easy and handled very quickly and with absolute courtesy. Given the opportunity I’m sure we will stay here in the future.

I was issued a hotel voucher for 250.00 because I have used hotels.com for many reservations for student travel. I made a reservation last weekend for a hotel in NJ, however my mom took sick in AZ and I had to cancel the reservation. The problem was that I had to add $124.00 of my own money to the voucher amt. to be able to make the reservation. When I cancelled the reservation I asked the man who helped me if they could put the 124. back on my card and he told me that it would go to a card number (he gave me the last 4 numbers) of a card that I don't have. I became concerned that the money wouldn't go back to me.

I booked a room at the Omni Shoreham, DC through HotelPlanner for a work conference as I was told that the block of reserved rooms for the event were filled. Hotel Planner actually gave me a better price on a great room. The hotel said they could not give me a receipt at check out because I had not booked through them. I sent an email asking for help and was pleased to get an immediate response from Reginette ** with the receipt I needed to submit for reimbursement. Thank you for your incredible service and staff!

I made a reservation knowing I might have to cancel it. I was told at the end of the conversation, after I asked, That yes, I can cancel it, however there is a fee (taxes plus either $30 or $50, I don’t remember the amount) to what I agree. It turned out, I did have to cancel the reservation, and after many phone calls, waiting on line, calls being dropped or just hang up on me, I've been informed because of “very strict cancellation policy” I cannot cancel and cannot get a refund. This is so disrespectful, dishonest and misleading. I was just told I have to wait up to 10 days for a review to see “if” they decide to give me the refund I was told I could have after I requested to review my initial call in which I made the reservation, and where I was lied and misled.

I noticed my itinerary did not include +1 child as I had requested so I emailed to make sure she was included and it would not change the reservation. The request was answered quickly and efficiently. I was notified when it would be resolved and I received an email as soon as that happened.

Made an error and they were able to help me get a full refund. Very thankful! I was fully satisfied with Reginette’s help. I was very worried that I wouldn’t get my money back and she was able to get it back.

Do NOT use this company to make reservations. I made a reservation and upon arrival at 8:30 pm, the hotel overbooked and we didn’t have a room. Hotel Planner said all hotels do this. They have no control. We secured the room with a credit card. Can’t trust you will have a room when you get to your destination. After driving for 13 hours we were tired and just want a good night's sleep since we were driving 10 hours the next day.

HotelPlanner Customer Services Rep: Reginette ** was wonderful when I had questions about my reservation at the time I placed my order and received my confirmation. Then life took an unexpected change and I had to call upon her to assist and consider my needs for cancellation. She was understanding, efficient and appropriate with her time & response to my circumstance. I will look to Hotel Planner again & again for future needs. I appreciate the service and will definitely recommend Hotel Planner to everyone. Thank you again for making this difficult time a little 'easier'.

Reginette was with very helpful in locating and ensuring my reservation for stay in India. She took my request seriously and did whatever she could to help me and ensure my reservation is secured. Thank you again for your help.

Reginette ** was extremely helpful with my cancellation of a hotel. She helped me immediately and got a much better than expected result. She was able to negotiate a great deal with the hotel which I likely would not have been able to do.

I was very pleased with customer service recently when I requested a modification for a reservation due to an unavoidable schedule change. The customer service representative on both the phone and via email was extremely helpful and very professional. I would definitely recommend hotelplanner.com to others.

I tried booking a room 6 days before my targeted reservation for ONE night to attend my cousin's wedding using the pre-discounted deals that were booked through Hotelplanner.com, but when I finished my transaction the total had changed and had booked the room for TWO nights instead of the originally specified single night. I quickly (less than a minute) cancelled the reservation and booked a room for the same hotel at a lower nightly fee for ONE night through the actual hotel's website, with NO issues or false charges. I was charged the full amount for TWO nights and they are stating that there is no way to refund for the cancelled reservation. This is a complete ripoff and I am now disputing the charge with my credit card company and HotelPlanner.com because of their system error.

There is no excuse to deal with people on any level the way that this company does. I am a former hotel owner who had nothing but trouble with this company. We had guests call us and tell us they tried to book a room for a wedding with Hotel Planner and were told we were sold out. We tried to work them to resolve the issues but they were 100% impossible and dishonest 100% of the time. I would never deal with this company again and I would suggest all steer clear of such an awful company. Note: We recorded several dishonest conversation where we had people call Hotel Planner and ask about booking a room with our property and they lied to the guest and told them we were sold out. We considered filing a lawsuit against them but in the end as a small company we would have had to hire a corporate attorney to fight that battle and frankly Hotel Planner has far bigger resources than us. It was a lose/lose situation.

I used HotelPlanner.com to make a reservation for 8 days at an Extended Stay America in Beaverton Oregon. I got a confirmation email from Hotelplanner.com. A week or so later, I called the hotel to ask a question to be sure that the room reserved was handicapped accessible. They had a reservation for someone else under the confirmation number I had been given. They had no reservation under my name for the specified dates. I tried to contact HotelPlanner by phone using the number given in the confirmation email. I was not able to reach a live person by choosing the option for an existing reservation.

Reginette helped me to cancel my reservation! I received quick replies and she did it quite easy for me! I had no problems doing that. I hope I get back my money quick as well. :D Overall I was so satisfied with her assistance.

Dear HotelPlanner,

I contacted the hotel directly to cancel my reservation more than 48 hours before the arrival date. Hotel Planner had already charged my credit card. The hotel couldn’t refund me because Hotel Planner got the money. Hotel Planner will not respond to my inquiries about refunding my money. Very frustrated and disappointed in their customer service. Will never use them again and will tell others not to use them.

After combing the Internet for a rather urgent hotel reservation for my husband's medical procedure in Vancouver, B.C., I called what I thought was a direct reservation number (which I've used before). I was offered a 15% discount for a middle-of-the-road hotel in a noisy area of Vancouver, but it was close to the hospital and acceptable under the circumstances. I was never told a.) There was a "reservation charge" of over $200 (US) and b.) All charges were in US dollars and c.) I had to go online, through a "procedure" to find my official receipt because the hotel was not able to provide one directly. Our necessary medical trip has now cost hundreds of extra dollars. Never again. (We live in B.C. Canada.)

My elderly mother tried to book a hotel room at the Quality Inn in Petaluma for this weekend. On the HotelPlanner site she found a very affordable senior discount rate. She double-checked the price for all three nights of her stay, clicked "book," and great! Except... not. She was later emailed a price quote that listed two of the nights as significantly more expensive than the third night. Luckily we took screenshots of the original deal, emailed their customer service, and were given a phone number. Tried the phone number, it was an automated message that hung up on me - twice. Tried the customer service representative - Ynasthia - and she said, "the rates change automatically and we have no control over it." Went back and forth and finally... mom was offered a $100 discount coupon. Great, problem solved. Except... not. Again. We were then told she couldn't use this coupon for her stay but had to use it later!

Had to cancel a hotel. I had the opportunity to work with Reginette on my issue. Extremely quick and helpful. My problem was solved within a day! With a full refund and zero a headache, I would recommend this platform to any of my friends. Thanks. :)

I had a great customer service experience with Reginette. She was extremely helpful and was able to resolve my issue in a timely and in a satisfactory manner. It was a great experience working with her. I would recommend HotelPlanner as it was easy to use and the customer service was great.

I got a good customer experience with Ynasthia **. I always get a quick response for email regarding my cancellation. It was long to solve but I never felt abandoned. I'm happy with the full refund. Good communication, quick reply.

I had made a reservation for a motel room to go to a wedding and was then invited to stay with the family of the groom. When I called back to cancel, the first person to whom I spoke said they could not cancel it, but would connect me with their manager. It took two tries at this process to get the job done, but it was taken care of and everyone I spoke with was pleasant and responsive.

We had a horrible experience with Hotel Planner. I booked a room at the Holiday Inn Express I 95 North in Port Wentworth, GA. After checking in, we received a call from the front desk saying that the payment for our room had not been made, even though I had a confirmation email and proof that the money had been deducted from my checking account. The hotel was going to make us leave, saying that the hotel had not received payment from Hotel Planner for our room. We were tired from 9 hours of driving and had our twin daughters crying because they thought we were going to have to leave. This continued for over two hours. Finally, we got IHG customer service involved and they told the front desk person to go ahead and let us stay. After two hours, Hotel Planner still had not sent our payment to the hotel. We had a terrible experience and I would not recommend Hotel Planner to anyone!!