HotelPlannerReviews 4,938

I had cancelled my hotel reservation 9/21 and was told it would be refunded into my account 7 to 10 business days. I called in twice (to check on my refund) and was told to check my account 10/5 and if it is not there to call. I did not see my refund so I call and was told the reason it's not in your account is because it was given as a voucher. I let the lady know why hasn't anyone told me this when I called in twice! She even said she saw notes about it even being refunded into my account and she escalates it. I ask her when should I hear something so she said I should get a call back by the end of the day. No call. So I call again and tell them I need to speak to a manager. They said no manager was available someone would call me back. No call. So I call again. This time I was sent transferred over to speak to a "manager", named Andres, who said he was escalating it again. I told him I need the money back in my account ASAP because I already waited 10 days they said it would be. I told Andres the reason I canceled was because I lost my job and needed the money. I also told him that was why I had canceled my reservation in the first place. Andy reassured me I would have the money in my account by the end of the week, 10/7. I asked the "manager", named Andy, to email me so I had proof. On the email it said he was actually a customer service representative. So he was not even a manager. Once again the money was not pending in my account, so I email him asking where my money was and no reply. Not only have they constantly lied about getting my money, but they lied about me speaking with a manager. Today is 10/9 and I had to dispute with my bank because my money is still no where to be seen.

Book on Best Western website phone #, misled to hotel planner. Booked non smoking room@ 3:34pm on july-11. My daughter was outside at the time. There were no non smoking, no decent rooms available. Gary at counter understood and said ok to cancel but must call 3rd party to cancel. This is how we found out about 3rd party. Called hotel planner at 3:55pm same day to advise no decent rooms and to cancel. She stated will put request in and take 10days for refund. No refund called capital one and disputed and they said to call hotel planner again. Called again on aug 16. Explain to the man he said will put request will again take10days. I ask for email confirmation and all I got was a receipt. On receipt error cancel before 6/11, booked 7/11 and before 4:00pm same day. So we did cancelled within 25 minute time frame. As of today Oct. 3rd still no refund.

After being mis-sold a hotel room by this company they subsequently agreed to issue me a refund on 22/08/2021. After being told I would receive the refund into my bank account within a few working days, here we are over a month later (28/09/2021) and I am still awaiting to be refunded. The live chat function on their website does not work and I have had no luck in contacting them via email (*******@hotelplanner.com) either. You can get through to them on the phone however their operators keep fobbing me off. If a Hotel Planner representative is reading this, my reservation number is H******* and I am hoping that you will expedite my refund, as this is an unacceptable wait which is causing me financial hardship.

I booked with them for a travel ball team. And my son got COVID. I called to cancel or change dates. They claimed they called hotel to change dates come to find out they didn't. So now I'm having a hassle to get my refund. There service sucks. Everyone that's works with them lies saying they working on it.

Called to book a holiday Inn room. When we arrived it was not a holiday Inn checked out the room it was nasty and had sex toys in the bed. Called and cancelled the room they charged 180.00 for the room that was 106.00 trying to receive my refund. Disputed it with Mastercard to protect myself after 30 days of waiting. Now they tell me I need to drop the dispute so they can give me my refund. Mastercard said they could refund the money with the dispute still there but if I drop it I can't put it back on and they will keep the money. Been trying for a month to resolve this.

Don't believe if there are any good reviews to this site. It is likely someone they have paid to leave a review. I have travelled around the world and have never encountered a worse lodging service. I'm officiating a wedding this weekend and even though I have a confirmation number for a room with hotel planner, the hotel does not have a room for me associated to that reservation. I've called multiple times and my request has been "escalated" to the supervisor. This supervisor "Jessica Jackson" who does not exist and has no number. So asinine! I repeatedly asked to speak with her and I was told she's too busy answering phones calls even though no one knows her number. Never again.

My itinerary states "double bed"... but when I get to the hotel they give me a single bed. My grandson who is 13 was with me and also his friend. I drove 3 hours to this hotel... and they would not accommodate me. I contacted Hotel planners immediately and told them the situation and they checked it out and told me that I was entitled to a refund in full. I made my reservation with HotelPlanners. NOW... They are apparently blaming the hotel and the hotel is blaming HotelPlanners. I've contacted *******@HotelPlanner.com. I'm being ignored.
I paid $194.21 for two nights... and they won't return my messages. When I contacted the chat line I was told my case was closed out. I called the hotel and asked to speak to the owner... I was told he was on vacation. The only reason I gave this a one star was so that I could have a platform to speak. Hope no one else gets duped by these people... very bad business. I think I've been scammed.

Had a lovely time on the coast, had a bit of an issue with my room, I didn't initially receive confirmation but the customer service team was able to help, thank you hotel planner. I know its been a tough time with everything happening, but they really managed to keep me calm throughout the phonecall.

I used Hotel Planner for the first time to book a room for one night. When speaking with the agent, he stated that he knew the area that I would be traveling in and knew of the hotel and stated it was nice. Not the case at all! It was not in a safe area and the hotel was awful! The room had not been cleaned, had stained sheets and pillows, and bugs. I had to book another hotel that night and was never able to reach anyone at Hotel Planner to assist. The hotel was not able to do anything due to the room was booked with Hotel Planner. I spent hours on the phone that evening on hold trying to get assistance. It has now been over 2 weeks, and I still have not spoken to a live person regarding this incident. Emails and phone messages are not returned and no one ever answers the phone. Hotel Planner has been the worst company and customer service experience that I have ever dealt with. I would not recommend using Hotel Planner for your bookings.

I specifically asked if I was speaking to the hotel's reservation site. They lied and said yes. They proceeded to answer my questions as if they were the hotel, then made the reservation. They did not tell me they were charging my card right then. They did not tell me I could not cancel or change. They said they would "email me." I never received the email telling me specifics. I received a text with an conf number. I wouldn't have known I was dealing with a third party site until I needed to change the reservation (the movers changed the date). I called their "support" number and again they acted like the hotel telling me it was the individual hotel's fault I could not change or cancel. Again, they never mentioned it was prepaid or not able to be cancelled. It was only when I called the hotel directly that I found out who actually made the reservation (hotel planner). I called hotel planner back and they gave me the run around about how no supervisors were available, no one could refund my money except them, etc. They would email me (which again, I never received and had confirmed my email with them twice and checked the spam folder). I have yet to hear from them and they have my money. DO NOT USE. They were purposefully fraudulent in order to get me to use them, did not send any information on their policies, and will not help me now that I have had a problem.

Interestingly enough, the only email I did receive was to rate the hotel. So I know they had my email correct and that I can receive emails from them. This leads me to believe it is another way they scam you. "We sent the info via email" "We will get back to you via email" "Something is wrong with your email " Yet, obviously they have it as I received the email to rate the hotel.

We used this site to book for our travel baseball team. Many of the rooms were aligned to dates that were not aligned with our teams schedule. I booked the rooms thinking there had been updates to the schedule, but learned the dates were wrong. There are thousands of dollars currently on my charge card. I have tried the 800#, email, multiple times for help WITHIN the cancellation period, and after and have not been able to connect with anyone. They have you put on hold, suggest you leave a number, don't answer any emails. This service is terrible - I would not recommend them to anyone. Scam

Got emails for perks no way to contct anyne. Ever. Tried all numbrs nd respndd to emails. On hold over 3 hrs. Don't think they have humans. The emails made no sense and were generic and did absolutely nothing, even after I said "yes, I would love to take advantage of the perks- then... crickets. Now I can't stop the emails from coming! It's actually harassment at this point because I am so angry whenever I see another clueless email from hotel planner. If there really is a person named Whitney Lidinsky, she is really bad at her job!

I would give negative 10 stars if I could based on Customer Service (or SEVERE lack thereof) alone. I was trying to edit the reservation for a one-night hotel room stay. And it wouldn't let me, so I had to end up canceling it and I was just going to re-book it. When canceling, one of the options for refund they offer is a voucher that can be used on "ANY" hotel on their website. But I had to add additional funds to it to accommodate the new booking. So I did that. Then I get to the payment screen of the reservation and it says the voucher is invalid and won't let me use it. So I submitted a support request. 3 days and no response. Emailed them. No response. Used the online chat and the agents "disconnected" 5 times. Called in and got hung up on twice. Finally talked to someone and they couldn't help me. Transferred me to someone else. Disconnected. Talked to someone else. They couldn't help me and transferred me to a line where I sat on hold for over an hour. Still no resolution. What a joke. Will NEVER be utilizing Hotel Planner again and I will be removing it from our wedding website so none of our (100+ guests) will have to deal with this BS.

They will take your money full charge for a room that does not exit? Had the resort call me the following day and said they charged you $942.00 and we have no avail for the entire month... Called "so called: customer service on hold not response... still out the money 20 days later... disputed with my bank they claim they credited me... NO? STAY AWAY OVER 250 BB COMPLAINTS!

Hotel Planner booked me into a hotel that I did NOT request. I booked a Holiday Inn, based upon what was advertised. I also CONFIRMED this with one of your telephone agents on the same day, and was assured that it was a pet friendly hotel and WAS a Holiday Inn. When I arrived at the hotel address I saw it was an unmarked hotel with a completely different pet policy. The desk clerk told me it was really a Best Western hotel, with no pets allowed. HotelPlanner refuses to deal with the issue and refund my money. Check with the hotel directly, and make sure it actually exists, and you have spoken to an agent at the actual hotel itself. Not thru HotelPlanner. I am also attaching 2 photos advertised which show the hotel with two different names. When you book with them they have agents in different parts of the world who have no no idea what hotel they are selling you.

On 11/8/20 I thought I was on Econo Lodges home page to make a reservation for November 27 and 28th. I realized when I got two reservation numbers on my email that something was wrong. I contacted Hotel Planner to cancel but they still charged me $150.95 on 11/8/20 and a service charge of $7.99 on 11/9/20. The foreigner on the phone keep telling me could not cancel after 11/7 I kept telling him I did not make reservation until the 8th. They have cancelled my reservation but charges are still on my credit card. I want these two amounts taken off my credit card immediately. I have turned Hotel Planner in to the Better Business Bureau.

Please give me a response as soon as posible.

Thank you

Susan Blackwell

Sent from Yahoo Mail on Android

I had a reservation for Perdido Beach, Alabama for September 16th thru September 20th. Hurricane Sally hit on September 16th in Orange Beach, Alabama and prevented me from going. The hotel warned me away and I canceled on September 15th. Per their policy, I was given a partial refund but they kept $225.95. It doesn't matter that the hotel warned me away and had to close for repairs. All that matters is that Hotelplanner got to keep $225.95 of my money for doing absolutely nothing. Stay far away from this dumpster fire of a company.

I was sold a Pet FRIENDLY room on Aug 6th. THROUGH HOTEL PLANNER. OVER THE PHONE WITH AN AGENT. Manchester Quality Inn Manchester, NJ Price 229.00. I then learned this hotel is not pet friendly. WE immediately told the INN OVER THE PHONE. This would not work and we contacted hotel planner to cancel and find a different room. Somehow we were shown as a no show. Diane G Manager of the hotel, after learning 4 weeks later immediately refunded my money. I am still waiting for Hotel Planner after 6 weeks of run around to put my money back in my account. I have reached out to Miriam. *******@Hotel Planner.com after Diane G manager of the quality inn sent PROOF that her hotel sent the refund and I have still not heard back. Such terrible customer service. A crazy amount of my time has been spent on hold with HOTEL PLANNER. I AM NOW TELLING EVERYONE I KNOW STAY AWAY

Customer service is was very friendly but I cancelled my reservation and I was still charged for the room of 115 dollars for a room that I one cancelled and two didn't stay in.