Reviews
This profile includes reviews for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 1,643 Customer Reviews
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Review fromRianne K
Date: 07/16/2025
1 starHotel Guides (AKA Hotel Planner) is engaging in bait-and-switch marketing tactics, deliberately misleading customers by mimicking the identity of properties with the same name in this case, a location over two hours away. I intended to book a stay near a Lake, but was unknowingly routed to a different *********** soon as I noticed the error, I called immediately. The call center acknowledged this happens on occasion a clear sign that this is a known issue, not an isolated mistake. I was told that my case would be escalated and a refund expedited due to my prompt action.I also received an offer for trip insurance, which would have guaranteed a refund. However, I was specifically advised not to purchase it, as my cancellation had already been flagged for refund due to the circumstances. Hotel Planner then cancelled my booking, making the room available for resale yet now, 21 days later, Ive been informed I wont receive a refund at all.Attempts to speak directly with the property have failed; indicating this third party was unaffiliated. This entire experience reflects a deceptive and unprofessional approach to customer service.Had I been misled into spending $17 on insurance, my $177 booking would be refunded but I acted in good faith, and followed all instructions. I am now left with nothing.This is completely unacceptable. I expected a full refund and accountability for the misleading marketing and mishandled cancellation.Review fromKenneth B
Date: 07/16/2025
1 starHotelPlanner.com was not indicated as the conveyer of a hotel reservation made from a website for **************************************, **. Clicked the hotel website indicating my reservation was directly through the hotel, not 3rd party. After one hour and 45 min. on various calls was able to cancel the reservation only to receive only half of the purchase room cost. The hotel was 100 per cent worse to deal with. (Another BBB complaint) absolutely no help.Review fromAnn B
Date: 07/15/2025
5 stars******* was so patient with me. I kept messing up punching numbers in and he was such an angel!! He its ok, we can start over. Thank you ******* and thank you to the hotel for hiring you!!Review fromScott C
Date: 07/15/2025
1 starMy wife called *************************** line to reserve rooms for a trip to the ****************** in *********. Unbeknownst to her the call was sent to ************* by ********. Hotel Planner took her credit card info to hold a reservation, so she could check with other parties in the group before confirming. Hotel Planner told her she could cancel until September. At the conclusion of the call my Amex card was charged for ~ $8,700! When my wife called to inquire, she was told she had agreed to the terms of hotel planner and the reservation was cancellable if we accepted a limited use voucher from Hitel Planner. After getting **************** fraud division involved we got 90% of the charge dropped. I still have to pay ~ $870 to these fraudsters. If you are a Marriott Bonvoy member, be advised that ******** uses Hotel Planner when their reservation **** is overwhelmed. Hotel Planner **** do not identify themselves as such and let the caller believe they are talking to ******** employees. Caveat Emptor!Review fromVicki H
Date: 07/15/2025
5 starsPleasant and efficient - solved my problems and made sure I had what I needed. Very good experienceReview fromKandice G
Date: 07/14/2025
5 starsAmazing service, genuinely cared about the wants & needs of customer. Went above & beyond to accommodate!Review fromJarvis B
Date: 07/14/2025
5 starsJarvis B
Date: 07/14/2025
Very clear and concise. Pleasant to talk to. Very knowledgeable.
HotelPlanner.com
Date: 07/15/2025
Greetings ******,
Thank you for your feedback! We're happy to hear that our team was able to assist you with your booking, we're always happy to help. Thank you for allowing HotelPlanner to be a part of your travel plans!
Kindly,
******* Planelles
Review fromNancy B
Date: 07/14/2025
5 starsNancy B
Date: 07/14/2025
Excellent customer service. I had many questions and ***** was able to help with all of them. Our trip and reservation is not until August so I'm hoping it goes as well as the booking experience.HotelPlanner.com
Date: 07/15/2025
Greetings *****,
Thank you for your feedback! We're happy to hear that our team was able to assist you with your booking, we're always happy to help. Thank you for allowing HotelPlanner to be a part of your travel plans!
Kindly,
******* Planelles
Review fromJoe G
Date: 07/14/2025
2 starsJoe G
Date: 07/14/2025
I couldnt understand anything he said. It took forever to find out anything. The price was $126 on line and now its $170. I asked him to slow down so I might understand him. He had real broken English. I wont use the sites that dont have someone who speaks English.HotelPlanner.com
Date: 07/15/2025
Greetings ***,
Thank you for reaching out, I'd love to help! Please feel free to reach out to me personally at ********************************** with your questions and concerns. I look forward to hearing back from you and assisting!
Kindly,
******* Planelles
Review fromJudy H
Date: 07/13/2025
5 starsJudy H
Date: 07/13/2025
***** was outstanding and very helpful. Went over all the details made it so easy to book a room. Could feel the smile over the phone Thank you *****HotelPlanner.com
Date: 07/15/2025
Hello ****,
Thank you for taking the time to provide us with feedback, we greatly appreciate it! We are delighted to hear that you had such a great experience booking your reservation with *****, we love knowing we have people on our team willing to go above and beyond for our guests. Thank you for choosing HotelPlanner, we hope you keep us in mind for your future travel needs!
Kindly,
******* Planelles
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