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 fromWalter V.
Date: 01/19/2023
1 starWalter V.
Date: 01/19/2023
We booked a hotel room in ****** through *************. The room rate was $696.91 ******** Dollars. We were charged on our ******** Credit Card $695.75 ******** Dollars. We filed a dispute with our credit card company and they refunded us the correct exchange rate of $155.58. then the dispute was CLOSED. We then had to cancel the entire reservation due to unforeseen circumstances. We canceled in plenty of time to receive a refund. Since then, ************* has refused to refund the remainder of our capital until the "dispute" was closed. I have sent this information to their company three times and spoken to a myriad of customer service *********** keep claiming they haven't received our *********** letter or any info from us. They keep refusing to refund our monies. I've asked to speak to a supervisor or anyone else. No luck. One of the Reps even hung up on me. Legal action is the only solution left.
HotelPlanner.com
Date: 01/23/2023
Greetings,
I would love to look further into your complaint. Please email your booking details directly to me at ******.********@HotelPlanner.com.
Regards,
*****************************
Review fromKhgs
Date: 01/18/2023
1 starI booked through this site tonight as the price online said $200.99/night on my selected date. Upon booking it says it was $212.00. I figured okay, rate went up but I secured it at $212.00 and upon clicking to confirm my reservation, they immediately sent me a confirmation saying confirmed reservation at $212.00++taxes/fees. Then in my email, the confirmation said $229++taxes and fees. I luckily still had my confirmation window up on my computer that reads $212. After trying to get to customer service their reply was "sorry unfortunately rates change." WHAT!? You cannot raise a rate once I've received a confirmation receipt to ONE minute later when its billed to me. Once I sent proof of the confirmation that reads $212 subtotal their response was this: "Because ma'am the reservation is is paid at hotel and some charges is till not reflect on the itinerary that you have but on our end you room total is $261.20 USD and that's included tax."I'm not even sure what that means. The subtotal amount changed, I've prepaid in full and not paying anything to the hotel?? Who has dealt with this and what can be done to take action??Review fromJane W
Date: 01/16/2023
1 starJane W
Date: 01/16/2023
My mother booked a room for graduation weekend, thinking she was booking directly with a hotel, and just assumed the absolutely ridiculously outrageous price was due to the fact that it's an upcharge for graduation. I called the hotel to inquire about her reservation and they were the one to tell me it was booked through a 3rd party. When I told this to my mom, she was shocked because she was adamant that she booked directly with the hotel. Somehow they impersonate the hotel when making a booking but once the booking in finalized they are impossible to get in touch with. I have tried unsuccessfully for more an entire day to get info on this company and to get a call back. There is no way to reach them in person and I feel like it's a total fraud. The worst part is that this hotel reservation she made is double that of a competing hotel that has nicer reviews. Beware of reserving with this company, but since I didn't make the reservation, I don't know how to tell you to avoid this company - just try to book directly with the hotel or with another reputable 3rd party.HotelPlanner.com
Date: 01/17/2023
Greetings,
When wanting to book directly with the hotel, it is imperative that you dial the number on their ****** page. The only way you contacted us is by dialing our number. After listening to the recorded call, I can confirm our agent opened with, "Thank you for calling reservations...".
Although this reservation was booked as "nonrefundable", we did issue a full refund as a gesture of good will.
Kind Regards,*****************************
Review fromStephen K
Date: 01/15/2023
5 starsStephen K
Date: 01/15/2023
She too her time to explain and help to make sure l booked the room Thank youHotelPlanner.com
Date: 01/17/2023
Hello,
Thank you so much for your 5 star review!
Regards,
*****************************
Review fromChasity b
Date: 01/03/2023
1 starChasity b
Date: 01/03/2023
Hello I receive a hotel voucher from this company I was told all I have to do is find a hotel that I want to book and book it. It's that easy but no I called all the hotels and they said they don't accept hotel vouchers as payment. I talk to several different customer service reps they all said different things even the agent who give me the hotel voucher will not provide any additional information.HotelPlanner.com
Date: 01/03/2023
Greetings,
I am so sorry to hear you are having an issue with redeeming your voucher. I would love to assist you with redeeming it. Please email me the details of your voucher, and what hotel you are trying to book. Email it to ******.********@HotelPlanner.com.
Regards,*****************************
HotelPlanner.com
Date: 01/03/2023
Greetings,
I am so sorry to hear you are having an issue with redeeming your voucher. I would love to assist you with redeeming it. Please email me the details of your voucher, and what hotel you are trying to book. Email it to ******.********@HotelPlanner.com.
Regards,*****************************
Review fromMarcia B
Date: 01/03/2023
1 starMarcia B
Date: 01/03/2023
I booked a room for 2 nights with them, thinking that I was dealing directly with the hotel I wanted and noted that there was a FREE CANCELLATION policy. At the end of the phone call I was surprised that the price was so high and was told it was because of taxes and fees. I asked if that was the patient price, as the purpose for the stay was for surgery. He did not inform me that he was not from the Inn at Virgina Mason, only that it was the lowest rate. Then I asked for confirmation of the Free Cancellation policy and was informed that there is a penalty of one night’s charges. I was not able to confirm the amounts in writing, and was not told that I could cancel within 24 hours. When I got the confirmation, I saw that the taxes and fees were $64.35 per night! There was no breakdown of what they were for, and I received no reply when I requested more information. I assumed that taxes and fees meant state and city fees. Today, I called the hotel directly to add one day to the reservation, I found that not only was the room cheaper, but they only charged $27. 39 for taxes and fees. I have used many different booking services in the past, and never have been gouged this outrageously for a hotel reservation. I feel that this was false advertising and deceptive business practices.HotelPlanner.com
Date: 01/03/2023
Greetings,
We are so sorry you feel like you were being deceived. The taxes and recovery fees are something we can not control. When needing to call the hotel directly, it is imperative that you dial the number with the proper area code. You did agree to the rate you paid before confirming the booking.
As further explanation:
The tax charge on *************** transactions is a recovery of all applicable transaction taxes (e.g. sales and use, occupancy, room tax,excise tax, value added tax, etc.) that we collect from customers and pay our vendors (such as hotels, etc.) in connection with out customers purchasers. We are not the vendor collection and remitting such tax to the applicable tax authorities. The vendors bill us for applicable taxes, and we remit such amounts directly to our vendors. We are not a co-vendor associated with the vendor with whom we book to reserve our customers travel arrangements.Taxability and the appropriate tax rate vary greatly by location. The actual amount paid to a vendor may vary from the tax recovery charge, depending upon the rates, taxability or other factors in effect at the time of the actual use of a given travel service by our customers. We do not incur the cost of sales tax from the vendors located in ******, ********, ************* and ******, as these states do not impose sales tax. Also, certain jurisdictions impose a hotel occupancy tax or other type of transaction tax upon the renting of a hotel room, an automobile, etc. The type of tax collected by a vendor will vary by service and location. We use third party distribution channels for individual reservations.
I have issued a credit for $75.00 as a gesture of good will. The provided hotel credit can be used worldwide towards a hotel offered on our website. The hotel credit is in lieu of a refund and is valid for 1 year from date of issuance. Please understand that your acceptance of the hotel credit is in lieu of any claim. Your hotel credit is in the form of a voucher and will be issued within one business day.
For any further questions, please feel free to contact me directly at ******.********@HotelPlanner.com.
Regards,
*****************************
Review fromMichele A
Date: 01/01/2023
1 starMichele A
Date: 01/01/2023
I had an absolutely horrible experience booking through HotelPlanner. I went with them because the convention I was going to had used them on their website. I booked my hotel room 4 months in advance and made plans intending to stay in this hotel room for the weekend. Unfortunately, HotelPlanner called me 4 days before my stay and told me the hotel was overbooked and they were cancelling my room and there was nothing I could do. The only other hotels they could offer me were outside of walking distance of the convention so it was unacceptable to me. We ended up having to pay $1k for another hotel room that was much smaller. If we knew with more time the hotel was overbooked then we could have tried to make different plans, but unfortunately HotelPlanner did not take us into consideration when taking our over $1,000 to begin with or holding it for over four months. I would never recommend anyone to use this service.HotelPlanner.com
Date: 01/02/2023
Greetings,
We sincerely apologize about us being forced to cancel this reservation. I can see you made this reservation October 27 at 1:50PM. The rate provider contacted us saying the hotel is booked so we must cancel. I seen in the notes in the history of the reservation. We researched other options which was the most parallel to your reservation, but you had a preferred hotel that was more expensive. When you spoke us earlier, you preferred a refund so you could make a reservation at your preferred location.A full refund has been processed. Please allow **** business days to see that reflected on your account. If you have any further questions, please reach out to [email protected]. Again, please accept our apologies for this inconvenience.
Regards,*****************************
Review fromJohn L
Date: 12/29/2022
1 starThis is one business that we would never have future dealings with, and we strongly advise others not to have dealings with them, as well. They lied to us about refund policies. They broke a promise with us, where receiving payment for a bill was concerned. They are lying to us about returning a refund. Plain and simple, they cannot be trusted concerning anything, and we are having to take legal action against them to recover the money that we are owed back.Review fromWilliam E
Date: 12/16/2022
5 starsThe representative that assisted me was Charlie. He was most helpful, courteous, knowledgeable, a definite 5 STAR guy.Review fromSheryl C
Date: 12/14/2022
5 starsJasmin was friendly & professional. She was able to find me exactly what I needed.
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