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HotelPlanner.com is the leading provider of online services in the global group hotel marketplace. Listed among the top 50 travel sites in the world and ranked number one in group travel, HotelPlanner.com is on track to produce nearly 1 million group l...
HotelPlanner Reviews Summary
HotelPlanner has a rating of 4.4 stars from 4,953 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with HotelPlanner most frequently mention customer service, great job and young man. HotelPlanner ranks 3rd among Hotels sites.
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Very friendly and professional staff. He answered all of my questions and was very knowledgeable about other hotels in the area.
Gabriela took care of our reservation, along with a cancellation of "cancellation" we did not order.
Thank you Gabriela,
Shirley Rau
Greetings,
Thank you for taking the time to reach out and provide us with valuable feedback!
Kindly,
Melanie Planelles
Jorge took great care of me. He was able to book the rooms I needed when I was unable to do so, and his assistance was very much appreciated!
Greetings,
Thank you for taking the time to reach out and provide us with valuable feedback!
Kindly,
Melanie Planelles
Marjorie did a super job getting my hotel reservation for Little America. She took the time to make sure all the details were right, made sure I got the appropriate discount. And made sure I got my reservation confirmation. She's a great employee.
Greetings,
Providing exceptional customer service is at the core of what we do. We're delighted to hear that Marjorie was helpful and professional in assisting you. We hope you keep us in mind for your future travel needs!
Kind regards,
Toni Jackson
My customer service agent, "James," stated that the reservation was able to be canceled for free until the day before arrival. When I received my confirmation, i have been secretly charged for enrollment protection at over a hundred dollars.And the details said I needed to pay a knight's fee plus a recovery fee.And taxes that amounted to forty two percent of the bill. This is a scam organization and I contacted my credit card company with the information.
Greetings Vicki,
Thank you for giving us the opportunity to review this for you. We are pleased to inform you that a refund of $102.18 has been issued to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to [email protected].
Kind regards,
Toni Jackson
Michelle couldn't have been more helpful or friendly! And patient and went above and beyond to help me book my stay! Made my day! Thank you again!
Greetings,
Thank you so much for sharing your wonderful experience. We're thrilled to hear that Michelle was helpful and professional in assisting you. We look forward to helping you with all your future travel plans!
Kind regards,
Toni Jackson
I made a reservation and Emilio made the process super easy. He explained everything perfectly and was very nice. I wish everyone I dealt with over the phone was like him. He rocks!
Greetings,
Thank you for your feedback. We're delighted to hear that Emilio was helpful and professional in assisting you. We hope you keep us in mind for your future travel needs!
Kind regards,
Toni Jackson
Your guy in the phone led me to believe he was with Holiday Inn express. I asked him specifically if he was with Holiday inn and he led me to believe that he was. Beyond that I was sold a king room and when I got to the hotel, they told me it was in either or. The rate you sold me is a bunch of bull$#*! you guys masquerade as the local entity with the phone number, which is what I called and then just lie to get the business. You're not a company of integrity you're a brutal vipers. $#*! you.
Greetings Jason,
We were able to locate your reservation and would be happy to assist. We are currently reviewing your request and will provide an update as soon as possible. If you have any additional questions or need further assistance, please feel free to escalate it to [email protected].
We appreciate your patience and understanding regarding this matter.
Kind regards,
​Toni Jackson
When i was charged $177. For this room, I explicitly asked if the cost covered the pet fee. I was told yes. The room was explained as a remaining pet friendly room. I arrive today and I am charged an additional $25.00 pet fee. They explained that Expedia tells them to charge me $106 for the room and the $71.00 extra is for their company fee and does not include the pet fee. The way I see it, Expedia now owes me a refund for $25.00. I will tell all my many friends that travel to avoid Expedia for the deceptive pricing from this company. This one overnight stay now cost me $202. I don't mind paying the pet fee, but I do mind being told something deceptively wrong in response to my question! A large cost for a one night stay in Payson. Its not the hotels fault... its Expedia's pricing practice. Should have gone with Booking.Com my first choice.
Greetings Michael,
We were able to locate your reservation and would be happy to assist. We are currently reviewing your request and will provide an update as soon as possible. If you have any additional questions or need further assistance, please feel free to escalate it to [email protected].
We appreciate your patience and understanding regarding this matter.
Kind regards,
​Toni Jackson
Tina was excellent. I stayed at hotel/resort when I was in law school. Tina made me feel welcomed w her wonderful personality and professionalism.
Greetings,
Thank you for your kind words and support. We’re delighted to hear that Tina provided you with excellent service and helped make your experience a great one. We truly appreciate your feedback and look forward to welcoming you again in the future.
Best regards,
Toni Jackson
Calvin was very professional and polite. Did an amazing job at booking my room including asking if I had any discounts available in which I did. He was a pleasure to talk with. Great job!
Greetings,
Thank you for your feedback! We're thrilled to hear that Calvin was helpful and professional in assisting you. Delivering exceptional customer service is at the heart of what we do. We look forward to serving you again for your future travel needs!
Best regards,
Toni Jackson
Ian was terrific, very professional and great customer service. Got straight to the point and guided me to the best possible experience I inquired about. He's a keeper. 😀
Greetings,
Providing exceptional customer service is at the core of what we do. We're delighted to hear that Ian was helpful and professional in assisting you. We hope you keep us in mind for your future travel needs!
Kind regards,
Toni Jackson
I kept Tammy on the phone for ages comparing rates and options, but she patiently stayed with me and we completed the reservation. We needed to confirm that there was a pull-out couch in addition to three king size beds, and that it was in one of the bedrooms, not the living area. She also specified there was a full kitchen with full stove. It was confusing but again, she was very patient. (We'll see if it was truly great service once we've seen the room and experienced the amenities!) Thank you!
Greetings,
Providing exceptional customer service is at the core of what we do. We're delighted to hear that Tammy was helpful and professional in assisting you. We hope you keep us in mind for your future travel needs!
Kind regards,
Toni Jackson
I asked the agent directly if this was refundable and was told, yes through the 9th by 6pm. I was not told ever that a penalty comes with cancellation. I requested a full refund and was told it would need to be reviewed and approved. This is why I do not use 3rd party vendors. I cancelled within 20 minutes of making the reservation and should not be penalized. I will keep disputing until I have resolve and contact the BBB if needex
Greetings Caitlin,
Thank you for giving us the opportunity to review this for you. I am pleased to inform you that a full refund of $294.62 has been issued to the credit card used to reserve your reservation. Please allow 2-10 business days for the refund to be visible to you. If you have any questions or concerns, please feel free to reach out to [email protected].
Kind regards,
Toni Jackson
I spoke with Jorge to make reservations (12/4/2025) and I was so very impressed with the detailed information and professional attitude he has. He helped me remember every detail about the room, reservation and cancellation notice and refund if one is available.
In my opinion he is a great asset to your business!
Greetings,
Thank you for your feedback. We're delighted to hear that Jorge was helpful and professional in assisting you. We hope you keep us in mind for your future travel needs!
Kind regards,
Toni Jackson
I was told that I could not cancel my reservation without being charged a fee prior to check in date -after securing payment. I am a MD Anderson patient and I do not live in Houston so emergencies beyond my control sometimes arise. I do not want to be charged any cancellation fees. Once I realize that I wanted to cancel immediately, but was denied. I should have been informed prior to taking payment information!
Greetings Kathy,
Thank you for giving us the opportunity to review this for you. We are pleased to inform you that a full refund of $140.91 has been released back to the credit card used to reserve your reservation. If you have any concerns regarding the authorization or timing of the reversal, we recommend contacting your bank directly.
If you have any questions or concerns, please feel free to reach out to [email protected].
We appreciate your patience and understanding regarding this matter.
Best regards,
Toni Jackson
Mr Ezequiel was very professional and knowledgeable in his interaction with making our reservation. Extremely polite and attentive! Covered and explained all areas of our transaction and easily understandable.
Greetings,
Thank you for sharing your feedback. We're delighted to hear that Ezequiel was knowledgeable and professional in assisting you. We truly appreciate your kind words and hope you'll keep us in mind for your future travel needs!
Kind regards,
Toni Jackson
I think the woman did her best but I blame the company for hiring people off shore and not hiring people on shore and the company had bad policies and makes booking mistakes that are uncorrectsble
Greetings,
Thank you so much for your feedback and for choosing HotelPlanner. We hope you keep us in mind for your future travel needs!
Kind regards,
Toni Jackson
We found Joyce to be friendly and accommodating. There should be more folks like that representing your company. You only get one chance to make an impression, and that is invaluable! 😎
Greetings,
Thank you for your feedback. We're delighted to hear that Joyce was helpful and professional in assisting you. We hope you keep us in mind for your future travel needs!
Kind regards,
Toni Jackson
I was told that I could park my car at the hotel for free and I got here and they charged me $15. I'm not happy about it. I think you should not lie.
Greetings Carrine,
We'd love to further assist you! Please feel free to reach out to [email protected] with your questions and concerns. It would be helpful if you could attach the itinerary number beginning in "H" for your reservation in the email. We look forward to hearing back from you and assisting!
Best regards,
Toni Jackson
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Greetings,
Thank you for taking the time to reach out and provide us with valuable feedback!
Kindly,
Melanie Planelles