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 1,647 Customer Reviews
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Review fromAimee M
Date: 02/24/2023
1 starAimee M
Date: 02/24/2023
I would not give this company any stars. They have the worst customer service I've ever experienced. Whatever you do, do not book through them or use their services. I had a question on a reservation because of the wording. I've reached out to them several times through phone calls, messages, online chat. The only response I ever received from them was an email saying we can't help you. They did not address my questions nor would they return my call. I reached out to their *****************************, ******************** Officer * **** of ******** Relations. The only response I was able to get from him is to send an email to the same email I'd already sent. He offered no other information, assistance, or contact information for anyone else in the company. The room reservations kept changing when I made a reservation saying it was not available and pricing was changing based on demand I assume. With the room options constantly changing I unknowingly made a reservation for a Pay Now room (was never an option through the organization I had booked in the past). The club that I was booking the service through usually uses a different third party and must have changed. I had requested protection for one of the reservations I made and was trying to see if I could cancel because I had **** deducted from my account unexpectedly (I was not offered protection option for the other room that apparently offered a 50% discount). Not one person could answer one simple question if I would get a full refund for that room that I paid for protection and switch they name to the other room. This question would take them less than 2 minutes to answer. I didn't want to lose out on $**** so I basically have to eat the cost right now. DO NOT USE THE COMPANY. THEY HAVE TERRIBLE CUSTOMER SERVICE AND PRICES SEEM TO BE ABOUT THE SAME OR MORE THAN WHAT YOU CAN GET DIRECTLY THROUGH THE ***** WITHOUT THE HASSLE. This company does not care about customer service and only how much money they can get from you.
HotelPlanner.com
Date: 02/27/2023
Greetings,
Your reservation was cancelled and fully refunded as of 2 days ago. There is no way to change payment information on a completed booking. The only way to fix that is to cancel the reservation and issue a refund.
Regards,
*****************************
Review fromJoAnne G
Date: 02/24/2023
5 starsJoAnne G
Date: 02/24/2023
I called at 1am the customer rep took her time. Gave me suggestions I hadn't thought of. Brought my stress down. Gave me phone numbers. Assurance everything will be okay. I feel better and have a direction now.HotelPlanner.com
Date: 02/27/2023
Greetings,
We are so happy to hear about your experience with our agent! Thank you so much for the opportunity.
Regards,
*****************************
Review fromMary G
Date: 02/16/2023
1 starMary G
Date: 02/16/2023
Had a hotel booked July 2022 only to have to cancel. They put $97.61 on a voucher which was good for one year. Tried to made a reservation Feb 2023. Get to the end and says more funds are needed to equal hotel cost. Added necessary funds to voucher, got a confirmation with a voucher ID number that it was received. Went to confirm the booking and message said invalid voucher. I talked to 13 different people, mostly reservation takers. Once they see the message about the invalid voucher they transfer me to customer service. Always get the message that all the agents are busy and gives a case number. "We'll call you back as soon as an agent is available." Funny how I get the same case number 3 days in a row. Nobody ever calls back. I get emails that say "we noticed you did not complete your reservation, please contact us." I email back asking for someone to call me. Never a call back. I've asked to speak to a manager or someone higher. They can't give me that information. I even had two of the 13 people tell me to call the hotel that we wanted to stay at, make a reservation and use the voucher. What? Hotel Planner doesn't recognize the voucher but the hotel will? One of the reservation takers wanted to charge me $45 more than what the hotel website listed. I did raise my voice that I would not pay that and he hung up on me. Idiots....they are sure good at passing the buck.How could I get an email saying that the extra funds were added to my voucher but always get the same answer that the voucher is invalid? Hotel Planner now has $149.63 if mine and nobody can tell me where it is. I am very upset that their customer service is so poor, unknowledgeable and don't give a darn about the customer. I'd like to warn anyone and everyone to never go through this company. I myself will never book a hotel again on line. I will always call the hotel direct. Only giving a 1 star because I have to. They deserve a -10.HotelPlanner.com
Date: 02/16/2023
Greetings ****,
Please accept our sincere apologies regarding your voucher error, and your trouble trying to get the proper assistance. I have cancelled the voucher and processed the voucher as a full refund. Please allow **** business days to see the refund reflected on your account.
If you have any further questions or concerns, please contact me directly at **********************************************.
Regards,
*****************************
Review fromKaren H
Date: 02/09/2023
1 starKaren H
Date: 02/09/2023
Horrible service. Made reservation. Called to cancel the reservation. They charged be for 4 nights of the reservation and have claimed it was not cancelled. The customer service was horrible. We had to cancel due to Covid 19 positive test. They would not refund the 700.00 charges for 4 nights which we had to cancel 30 minutes after making the reservation. This has been a nightmare for us and this expense is far and above what we can tolerate or accept.
Never again will I use this reservation system. I guess we should only call the direct property. This central line seems to be a strange and unworkable company.HotelPlanner.com
Date: 02/15/2023
Greetings,
We sincerely apologize are unable to issue a full refund. The reason we are not able to issue a full refund is due to the hotel denying the request to cancel with no penalties. They refunded 3 of 4 nights, which is what we did. We are so sorry this is not the outcome you were hoping for, however it is the policy to which you agreed.
If you have any further questions or concerns, please reach out to me directly at **********************************************.
Regards,
*****************************
Review fromDesmond V.
Date: 02/07/2023
1 starDesmond V.
Date: 02/07/2023
I booked a room just for it to be cancelled due to rate availability. I let them know this was upsetting, why would they charge me beforehand if there is no guarantee on the room? Anyways I was told I could get a refund or work with them on getting a different room. I tried to work with the manager Karen but she offered me something 20 minutes away from the hotel I was looking at, and no where near the beach which is where I was originally looking. I tried to be more open, letting her know I can go to multiple cities as long as I’m near the beach and the manager has stopped responding. I called in to ask for help on the situation and had one rep (*********) tell me she couldn’t hear me so I called a friend and tested my phone and its working fine. I called again and got *********, she says she can’t hear me yet shes waiting until I stop talking to say that. I hung up and called a third time getting a different rep who could hear me but wasn’t very helpful. He didn’t speak clearly and was also not very nice. I just want my money back but it seems impossible to actually get anyone to help.HotelPlanner.com
Date: 02/09/2023
Greetings *******,
We are so sorry for the inconvenience. A full refund has been issued. Please allow 2-10 business days to see that reflected on your account.
Regards,
****** ********
Review fromEva marie Diguglielmo
Date: 02/07/2023
1 starEva marie Diguglielmo
Date: 02/07/2023
********! Took our money and keeps telling us they will give it back to us since October of 2022.HotelPlanner.com
Date: 02/09/2023
Greetings,
I need some further information regarding your complaint. Please email me directly with your booking details. Email that to ********************************.
Regards,
****** ********
Review fromKristina B
Date: 02/05/2023
1 starTried to charge me almost double what I could do online. No thanksReview fromChris K
Date: 02/03/2023
5 starsCory made booking the room fast and easy! Could be happier with the service.Review fromLaurel S
Date: 01/25/2023
5 starsLaurel S
Date: 01/25/2023
***** was super. She answered all our questions. She was polite and took her time.HotelPlanner.com
Date: 01/26/2023
Greetings,
Thank you for writing us about *****. I love to hear great feedback!
Regards,
*****************************
Review fromJoel T
Date: 01/25/2023
5 starsJoel T
Date: 01/25/2023
***** did and excellent job taking care of my desired reservations for my trip to ***** on the occasion of my mothers 93rd Birthday.HotelPlanner.com
Date: 01/26/2023
Greetings,
We are so happy to hear about the service you received from Faith. We appreciate the 5 star review from you!
Regards,
*****************************
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