HotelPlanner.com
Reviews and Complaints

We are so very disappointed with your company. On June 29 we were trying to get a motel room at the Quality Inn in ***, . The gentleman with your company gave us a quote and we wondered if there was anything cheaper. He said that he did find a deal at Econo Lodge. We thought that sound good and we would take it. He gave us the street address and sent us a series of three texts. He asked if I had received the text and I said that I had. By the time that I read the third text it was for the Econo Lodge in ***, *** just 10 minutes from our house. I immediately called back. After what seemed like an hour we talked to someone. He told us that it was going to be reviewed and we would get the decision in 24 hours.In less than 24 hours, I was told that we could not get a refund. I reached out for approximately 5 different callbacks with no response. On Tuesday, July 5th, I contacted the Econo Lodge in ***, *** and they informed me that they did not receive the payment. Then I called my credit card and sure enough, the payment had gone through. So where is the payment? It went to your company and that is ridiculous. I called your company and actually spoke to someone today, July 6th. After I was put on hold, he came back and reported that there could be no refund because the room was canceled the same day that it was made. You can not refund us our money? You can't offer us another room for a night to make up for it? What a scam! You certainly ruined our vacation.My credit card will be disputing the payment. I also have contacted the complaintsboard.com.

I have been trying to get a refund since August 16th (needed to change reservation - Hotelplanner agent contacted hotel and told me they agreed to the change). Never received any confirmation of the change - when I called back to verify the new check-in & check-out date - I was told that the agent made a mistake and if the hotel charged me the additional night to then contact Hotelplanner and they would process my refund. When I checked in, the hotel indeed charged me for an additional night. I called August 16th to request the refund - I received an email stating "hotel manager going to refund but needs a call from Hotelplanner manager". I was then told that Hotelplanner had started a billing requisition and should have an email confirmation in 5-7 days. I literally have been calling every week trying to get this refund issue resolved. I have an entire sheet with dates and service agents names - the agents are always very nice but there literally is no follow-through. Last week (Sept. 22) I asked to speak to a supervisor - was told that none were available but one would call me. No phone call. Today (Sept. 29th) I spoke to one agent who was checking on the refund and the call dropped. I then called back - spoke to another agent who also went checking on the refund - the call dropped. I have worked in tourism for 15 years and am appalled at this lack of follow-through and customer service. For the event planners and tournament directors that I work with, I now would hesitate to recommend Hotelplanner for their group room blocks. At this point, I feel my only option is to now dispute the charge with my credit card company - maybe they can get my promised refund!

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 *** 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 *** 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. *** reassured me I would have the money in my account by the end of the week, 10/7. I asked the "manager", named ***, 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.

Not sure where to start, but will first admit it was an absolute mistake on my part. I recently thought when I was booking a hotel, I was calling the hotel directly. When the Reservation was answered he did not say Hotelplanner. After booking the stay for a date in early April 2022. The agent gave me the rate which I thought was extremely high,(which should have made a bell go off to make me a question?) I admit it was late and I was tired, I am a business owner, but I dropped the ball. The agent sent a code to my phone for verification, however, never indicated the reservation was nonrefundable(that would have woke me the hell up, and realize I was not with the hotel directly.) It wasn't until I was rested and received the confirmation email. It was at the moment I realized, I made a mistake (I truly admit as I am not trying to cause negative, but to bring awareness to tired business owners or patrons, in general, to ensure go through the hotel. I tried to cancel unfortunately I couldn't. My husband and I checked into the hotel and mentioned to the Reservationist what happened. He said I could cancel, which would save us $214.00 on one night. Therefore, one can imagine the rate. ..Fast forward, the agent (hotel) quit when we followed up two days later, ultimately we paid twice, hotel Planner & The Hotel for one night. The four points Sheraton Hotel Albany NY overlooking a graveyard. We paid $343.32 and another $129.96 to the Hotel which said the reservation was canceled, where the manager refuses to return any calls. It's unfortunate, no one wants a cancellation and I get it. When you lose customers reading reviews to determine if they will utilize your services, you need not worry about cancellations, you will not receive the business. Reviews are POWERFUL!

For whatever reason, the contact number displayed on the website for the Quality Inn wasn't accurate. I was misled by their business practices when they confirmed my reservation, pretending to be the actual hotel. My stay was from July 5th to July 6th. Despite requesting a king-size bed, they did not fulfill this requirement. Inquiring about a Veteran/Military discount, I was falsely assured it was applied, yet it wasn't honored. I mentioned having a cat, but they recorded a dog instead. They also incorrectly claimed there was no elevator at the hotel. The quoted price differed from what I was charged, indicating fraudulent and deceptive practices. Their customer service was lacking, they misrepresented their services, and failed to apply a promised veteran discount. The hotel was overpriced, and I could have found a better deal had I known they weren't the actual hotel. Upon arrival, there was confusion due to the pet mix-up, and I risked losing my room and payment. I convinced the manager to let me stay by agreeing to keep my cat kenneled. Contrary to their claims, the hotel did have an elevator, and they refused to refund the veteran discount. The reservation service was unhelpful, deflecting my complaint to another department, leaving the issue unresolved. I warned them that without at least a refund of the promised discount, I would report their deceptive and fraudulent practices on Complaintsboard.com and other online platforms.

Terrible Communication/Misleading. 4/15/22 I assumed I was calling Doubletree Reservations at the actual hotel but when I asked if this was the actual hotel, I was informed I was speaking to Hotel Planner. I informed the representative I was not familiar with their service, and she stated Hotel Planner was the booking agent for Doubletree, with Doubletree directed to Hotel Planner. Reservation ***- 7/30-7/31/2022. received text Doubletree by *** PLANNER NOT in text, Itinerary # H4902560. 4/16/2022, Payment processed $285.70 AMEX-*** Planner charged as a hotel stay 4/15/22, NOT 7/30/22. Rep did not inform me that the room would be charged immediately. Cancelled reservation through Doubletree website 7/24/22, daughter having surgery offered documentation validating surgery and met deadline of 7/29. Cancellation conf. #*** No instructions/guidance to contact Hotel Planner. 7/30/2022 received text as Doubletree by Hilton of check-in. Immediately called # which was Hotel Planner. Spoke to three *** 7/30/22 12:04PM, ***, Rude, *** Stated that I was required to cancel the room through Hotel Planner. I informed *** that there was no direction, guidance or information received regarding a cancellation. Her immediate response, and I quote. "It's obvious that you have to cancel w/Hotel Planner". The other three, *** 7/30, *** 8/4 and *** 8/8 stated they would have a supervisor contact me and that I would receive a full refund. Hotel Planner charged me for not contacting their site $212, refunded $72.71. I asked for a cancellation policy. and no one could find anything until the email I received on 8/8/2022 which was an insert *** and made no sense at all. Most important this should have been received prior. I've contacted Legal, support and still do NOT have RESOLUTION. This should be considered fraud for charging a different stay date.

This company has the worst customer service I have ever had to deal with. I spent over 6 hours on the phone approximately 10 emails and seven live chats with no resolution. I was attempting to find out the price of the Radisson inn hotel and when I put review confirmation it charged my card. Immediately I attempted to contact somebody at hotel planners and told them the situation and wanted a refund. I waited online for 2 hours to finally get an individual who told me that it could not be canceled even though I told her the situation with the site. She put me on hold to speak to somebody else and never got back to me after another hour a message said that they would contact me via email. The emai they sent stated you have a hotel confirmation. I called the following day waited for another 2 hours before I was able to speak someone who then disconnected me. I attempted to email someone to get my hotel reservation canceled and I got the same repeated email that your hotel reservation is confirmed. I went on to line to live chat and talked to somebody six different times and the last time someone said no you have no hotel confirmation so I asked them to send me the canceled confirmation. They said unable to send me the canceled confirmation because informed me you have no confirmation to cancel. In the interim I got another email stating I had a confirmation. At this point I have no idea if I have a room or not so I called them again ask for the supervisor's number and got some weird foreign person's voicemail. I left 3 messages never got a return call back. I finally reached out to the hotel itself Radisson since this hotel planners is a third party and they were able to confirm that I did have a reservation. Please whatever you do never use hotel planners it's a third party site go directly through the hotel. They have a horrible sight which does not allow you to see the price of the hotel before you pay for it and when you push review confirmation it charges you.

HORRIBLE! My boyfriend used them to book my birthday trip in Turks & Cacois. Told the person he spoke with on the phone that it was him and his girlfriend... so that's 2 PEOPLE! We got to the hotel in Turks & Cacois on Friday May 7 at 12 in the afternoon and the hotel tells us the reservation is for ONE person only. They tell us it will be an additional $1200 on top of the $5000 he already paid for the hotel to add me to the reservation. My boyfriend called about 5 times before he got through. He told them exactly what happened and they said it was THEIR MISTAKE and they were going to reach out to the hotel to get it fixed and call him back. We couldn't check into our hotel because I was not on the reservation and we were still waiting for them to call us back. (it would be one thing if it was our mistake while booking and he would no problem pay the additional $1200 however it was not and even they confirmed it was one of their employees who made the mistake) we wait... 1 hour goes by he calls they tell him no update 2 hours, 3 hours same thing they finally tell us there is still no update and that they will reimburse us for what we spent because again IT WAS THEIR FAULT! we spent 6 HOURS waiting for these people to fix this and guess what. THEY DIDNT. We ended up paying the money because we've been up since 3am traveling and we wanted to shower and enjoy our vacation not sit in a hotel lobby because of a mistake that wasn't made by us. We check into our room and he calls them and we get the run around as usual. He speaks to *** and he gets her email and phone # because she tells us her manager is not in. Now fast forward to Wednesday when we're back. He tries to call her direct # and shocking. NO ANSWER So, we email a copy of the receipt to her and we receive a response and she tells us "she will CC her superviser *** onto the email since she has the power to reimburse the reservation" her exact words in the email. Awesome... we call the next day and no answer. He leaves two voicemails. NO ANSWER. We send another email. NO answer. If I could give this company 0 stars I would. the employees are useless, they have the worst customer service and they mess up your reservation.

My rating is a zero. One star is definitely too much to give them. I made reservations for a room for 2 nights using this scam of a service for my birthday weekend getaway in Orlando, Fla. I was sent an email which was the hotel reservation confirmation and receipt. This listed the itinerary number, status of reservation, guest name, room, check in/check out dates and the hotel where the reservation was. This paper stated to print and/or save the information below and use this confirmation when you check in to this hotel. Upon arrival to the hotel, I presented this paperwork to the Desk Clerk to be told they didn't have a room reserved for me with this itinerary number, confirmation number nor my name. I had the Desk Clerk to check again only to be told the same thing. The paperwork listed Hotel Planner in the upper right hand corner. I was told by the Desk Clerk that 3 customers before me had come in with the same problem. She stated this was booked with a 3 party and their hotel didn't use this company at all. She also noted that I was overcharged for the room by Hotel Planner. In order for me to stay I had to pay the second time for the same dates. Hotel Planner charged me $229.84 for nothing. I tried calling the number I was given on the email but was told from the voice mail, 'an application error, good by'. I have tried to contact this place with 4 different phone numbers but they all have the voice mail that says, 'an application error, good by'. I contacted my credit card company to file a dispute. After a month I was told by my credit card company that this was a valid purchase and there was no dispute because it was verified to be valid. I can only assume that someone gave my credit card company this lie. I would like to know why would I have 2 charges for the same hotel on the same dates. This is a darn shame that low down dirty scammers have to take from innocent people. Why don't they answer their telephones? I am going to do my best to inform everyone not to use this mess of a business called Hotel Planner because they are scammers. They have lies posted for advertising. I bet the place of business listed on the website in West Palm Beach, Florida as the Corporate Office is a scam also. Companies like this need to be run out of business and never allowed to open another one. I am requesting a refund of $ 229.84. If this issue is resolved and a full refund issued, I will amend this review. My name is ***.

I wish that I could give no stars for this company.

I guess this is a lesson learned for us never to book a hotel with you again. We will also not recommend to anyone to use the services of The Knot website, if they continue to use your company to book rooms for guests.

Apparently, hiding the actual room cost as a "confidential contracted rate" from the public is an acceptable business practice as well as the charges for Tax Recovery and Fee. I would assume that the hotel rate on the receipt that we got from the hotel directly would have been their public rate since that is on their receipt.

On the receipt that we received from you, it states: "Will I be able to get a refund on a non-refundable booking? Unfortunately no. Since the Non-refundable room rates are offered at such a low price, we are unable to offer refunds." So you consider $204.21 ($152.99 + $51.22) a low price compared to the room rate given by the hotel of $130.18 ($117.28 + $7.04 + $5.86). If you had rooms "purchased in large volumes and it is a specially negotiated confidential contracted rate" wouldn't those rooms be at a substantial lower rate than what the hotel charges individuals for a single room?

According to our receipt from you, the room cost $152.99 to which you added $51.22 in Tax Recovery and Fees. That is about 25% of the total cost of the room. On the receipt that we received from the hotel, the room was listed as $117.28
with $7.04 in State Tax and $5.86 Occupancy Tax. These taxes are only 10% of the total. You more than doubled the amount for extra fees to the total cost of the room compared to the hotel's taxes. There were no details as to what the "Tax Recovery & Fees" were for. I would be curious as to what these fees are for. These are excessive charges compared to what the Charlevoix Inn and Suites charged for the rooms.

I did ask to speak with a supervisor and was told that they would tell me the same thing. I asked again to speak to a supervisor and was told she was in a meeting. I asked again to have her call me today. However, no such communication happened. All that I received from your company was this email.

(Lodging Support)
Oct 27, 2021, 12:22 PM EDT
Greetings,

Thank you for your reply and the information provided. At the time that you booked your reservation, you agreed to the rate at which you booked your reservation. The receipt provided to you by the hotel is not a public rate as rooms are purchased in large volumes and it is a specially negotiated confidential contracted rate that is not available to the public.

Sincerely,
Customer Service Representative
HotelPlanner.com 205 Datura St., 10th Floor, West Palm Beach, FL XXXXX

I initially booked in august for a wedding and thought the price was high for a block, but sometimes it is what is it, so I booked. I received a message a few days later advising the company posted higher prices in error and, in fact, the rate should be significantly cheaper. I called to resolve this issue. I was advised the room was non-refundable for cancellations, which I stated I was not requesting; I requested a refund of the difference between the initially paid error rate and the actually wedding block rate. I was told, since it was early enough, that they would cancel the room, refund me completely and then I would rebook at the correct rate. I accepted this information as this is the first customer service agent I spoke with and there were no reason to not accept this information. Immediately, I received an email stating i would receive a voucher instead of a refund. I immediately called back and advised a voucher was never mentioned and I would not accept the voucher. Not only did I not request the voucher, but it is only valid for a single transaction so I would STILL lose the difference in the room rates; I again requested a refund. 9/10 I received an email saying the issue is being looked into. 9/13 I am advised that my refund IS PROCESSED and I should anticipate it back in my account within 2-10 business days. 9/17 I receive an email advising I would be receiving a voucher, not a refund. I respond expressing my frustration with the ongoing misinformation and miscommunication, again refusing to accept the voucher. 9/19 I receive an email, again, advising my refund IS PROCESSED and to expect it in 2-10 business days. As I cannot rely on this company to be honest, I followed up via phone call on 9/30 and was advised that they do not have a record of any emails indicating a refund, to disregard if I actually received refund emails and to only accept the email advising of a voucher. I requested to speak with somebody who has the authority to approve a refund. I was told that was not possible. I requested something in writing, an email, stating that he could not connect me to a supervisor or manager; he then told me he also did not have access to email. Ultimately, I was told I would receive a call from a a manager within 24hrs; the call never came. 10/4 I contacted the company again, as 10 business days have officially passed from my last "refund processed" email dated 9/19. To date, no refund. To date, no honest information. Oh, an now the hotel is completely booked, so now I'm without a room and without a refund. As the allotted time for BOTH refund emails has passed *** the company has failed to assist, I've reported this as a fraudulent charge to my bank and included the multiple "refund processed" emails as evidence of this company deceitfully withholding my money. Scrolling through these reviews, I imagine there is some form of class action that can be pursued due to the intentional withholding of funds via dishonest correspondence and blatant misinformation.

While on a mapping app that we were using to navigate to our destination we were ready to stop for the night but wanted to make sure that we had a place to stay as it was getting dark and storming out. I created a new search to find a hotel at the town we wanted to stop in for the night. The links on the GPS software were Very Misleading! I thought that I had clicked on the hotel chains web site and that I was calling their 800 number. The pictures and descriptions on Hotel Planners web site were so misleading and I never would have guessed that it was a booking company. I dialed the number thinking I was calling the hotel. The person that answered the phone had such broken English that it was hard to understanding. The website said $82 and the receptionist said that I had a choice of two queens for $82 or one King suite for $92, I chose the $82 because it was less and then she said that the total would be $122.84. I questioned the amount and was told that there were taxes etc. that had to be added. What? $40.84 in Tax recovery and fees. When I asked if there was a discount for AARP or AAA, she said "oh no discounts this time of year". Desperate because a major storm was moving in that I said ok. I was told I would receive a text with my receipt, which never arrived. Now I think it was because she did not want me to see the true charges. I was charged $92.99 plus $29.85 (listed as "Tax Recovery & Fees") I wrote down on paper the confirmation number that I requested over the phone. We arrived at the hotel 2 hours later and the receptionist said they could not find the reservation and took my credit card again. The next morning my charge card had two different transactions pending from the Hotel. We checked out the next morning and I asked for my receipt. The Hotel charge was $67 with a $0.86 tax for a total of $67.86. I told her what the 800 number had told me the price would be and she gasped. She said our charge is never more than the $67! As we were driving that morning, I called Hotel Planner to request my $122.84 be refunded. The first time I dialed I waited 45 minutes with no one answering the phone. I hung up and dialed again to get a different option. The support number is not answered but the option to make a reservation is immediate. That call for the operator took 15 minutes to be answered. I explained all this to the service support rep. She said that she tried calling the hotel 4 times while I was on hold and no one answered her call. Not real sure if she even tried because it was only a minute or two. I received an email from her that was to document my request for a refund. Now it's been 5 days with no follow-up from Hotel Planner. I feel that this company hi-jacks hotel listings and redirects our calls to them. I am in the process of contacting the hotel chain to request that they drop their association with this booking company. It is a scam! Double the price is highway robbery. In the past I have used www.booking.com and www.hotels.com and Never has any issues with them. These booking companies have always given a fair rate. This company needs to be investigated.

I had multiple issues with overcharging hotel rooms at the Capital Hotel in Hartford, Connecticut through the Agency Hotel Planner. I have been waiting for a callback and emails to start a conversation about my grievances. I have not received either in seven days at the same time I have been calling every day to try and expedite a dialogue to resolve the following issues.

1: itinerary #*** I should receive a refund for a total of $359.41. One of your agents spoke to the hotel manager, in the hotel manager agreed to refund this room. I have yet to receive confirmation about my refund or being processed at all. This is a double booking.

2: itinerary #*** on December 2, I was charged $556.81 to stay at Capital Hotel from December 5 through December 7. I received my invoice and noticed from your company's Master Card the actual cost of the room was $341.23, a difference of $215.58. This is an exuberant overcharge. And the hotel also refunded me $100. This $100 was placed back on the card used ending in ***. There's been no mention of my refund from the hotel or an email stating that you've received my hundred dollars adjustment to my bill.

3: itinerary #the *** again I was charged $359.41 actual payment on Master Card, paid $220.02 a difference of $139.39.

4: itinerary #*** again, I was charged $359.41 actual payment on Master Card ending, paid $220.02 a difference of $139.39.

I never received any confirmation emails about the rooms that I books never received receipts from the Hotel planner. My card was charged a total of $1635.04 I was trying to book three rooms in Hartford Connecticut instead I ended up paying for 4 rooms. Which should've totaled $781.23 a difference of $853.81 and in closing, I paid twice as much as the rooms were valued at. Because of the lack of communication and the lack of respect, I would like to receive a total of $853.81. I'm a small business owner trying to make my way through these difficult times. I would like to request my first Recording with the Hotel planner. I was under the impression that I was booking my rooms directly through Capital Hotel and I was led to believe this was true.

Here's an email from *** at Capital hotel.

Good Morning Sean,

I received your message regarding the double-booked reservation. I do see that you were checked into one of the reservations and then the other was charged as a no-show. We are more than willing to provide a refund for the duplicate reservation. I do apologize that you are experiencing some troubles with the third-party booking agency you used. Unfortunately, since this reservation was made via a 3rd party you will have to contact the 3rd party and request a refund through them. They will have to issue you the refund since they are the ones who charged you directly. Normally they will call us first and ask for approval. I have noted the reservation with the confirmation number for our desk agents to approve the refund when they get the call. Please let me know if we can do anything else to help get this settled for you.

*** - General Manager
The Capitol Hotel - Downtown Hartford

HotelPlanner.com deceived my husband into thinking he was booking directly with the hotel. They took his credit card information, charged him a much higher rate than the hotel itself, then refused to refund the cancellation by stating the booking is nonrefundable.

On June 13 my husband was trying to make a reservation at The Ritz Carlton in Newport Beach, California. So he googled Ritz Carlton, and a toll free number popped up. He asked the agent if this was Ritz Carlton reservations, and the agent assured him it was.

For the record, let me state that The Ritz Carlton DOES have a toll free reservation number, as do many, many large hotels. No mistake on my husband's end.

He made his reservation for 3 nights and was charged a total of $3902.68. I was shocked at the price and decided to cancel that very same day. (Consumer please know that if we had gone directly through Ritz Carlton, our hotel stay would have been $2000, half of what HotelPlanner charged us).

When we called the number my husband had used to make the reservation, we were told no such confirmation exists, neither under that number or our last name. We asked to speak to a supervisor, were put on a long hold, then disconnected. We called back and asked to speak to a supervisor. He refused to transfer until he heard our problem. He acknowledged that there was no reservation then transferred us to a supervisor. She rudely told us no reservation existed under that number or name. She finally admitted there was a reservation but it was under Expedia, told us we needed to call Expedia (all under the pretext of "trying to help us"), then abruptly hung up on us. So we tried calling Expedia, but could not get through since Expedia's automated system would not recognize the confirmation number.

We called Ritz Carlton and they canceled the reservation, which was indeed under Expedia. So hotelplanner.com took our money, then booked the reservation on Expedia's website.

Thinking we are done with the nightmare, we called our credit card and disputed the charge to make sure HotelPlanner would not get $3900.00 out of us.

HotelPlanner DID run the charge. The Merchant name on our statement states HOTEL*RITZ CARLTON LA-(Hotel planner's 2nd attempt at consumer deception. ) The documentation they sent our bank states in print (and I have a copy which I am willing to post on this website) that "This customer booked a hotel reservation on HotelPlanner.com". If that is the case, then why does my husband's credit card statement have HOTEL*RITZ CARLTON LA listed as the merchant name? And why did the agent claim he was Ritz Carlton reservations? And why did HotelPlanner.com make the reservation through Expedia?

For the record: Ritz Carlton themselves will cancel with a full refund up to 24 hours before arrival.

The number they provided our bank for their business is 1-800-xxx-xxxx but this number is only an automated service which asks for your confirmation number. Upon entering the number, we are told the reservation is canceled then the system hangs up on us.

I have tried calling every single number belonging to Hotel Planner, always with the same result. The automated system asks for our confirmation number, tells us it's canceled, then hangs up on us. So I finally called hotelplanner.com and told the system I wanted to book a hotel room. The woman that answered told me she could only take reservations and could not look at any past bookings. She did not have the ability to transfer me to anyone I could speak to.

For 20+ years I have made hotel reservations throughout the US and Europe since my staff travels frequently and I have never, ever experienced anything like this. I have spent endless hours trying to contact someone at hotelplanner.com to no avail. I refuse to pay $3900 after being deceived and am hoping this can be resolved with my bank's help since no one at hotelplanner.com is willing to talk to us.

I made a reservation online at Victoria *** and suites on April 3, 2022. I went to the room, and it was terrible & disgusting and I immediately requested a refund. The guy at the desk told me I have five minutes to look at the room, if I didnt like it, he will give me my refund, and that it would take 3 to 7 business days. On April 23, 2022 I still had not received my refund, so I called the number thats on the Reservations *** they told me that they were going to process my refund and that it was going to take an additional 7 to 10 business days. I waited, and I still did not receive my refund, so I called them back and spoke with someone and they said that they were going to escalate the ticket and have a supervisor get back to me. I received an email stating that the hotel was holding my refund and that they could not do anything until the hotel released my refund. I spoke with someone at the hotel, they told me that they never held my refund. That I did not stay at the room. So They have no reason to keep my money, and that hotel planner is keeping my money. I have been going back-and-forth. Speaking with people saying that theyre escalating my ticket. And every time they say that they called the hotel and the hotel is not releasing my refund. The hotel says that they dont even deal with online reservations at all, and that they are not the ones holding my money. I just want my refund and I keep getting the runaround from hotel planner. The hotel also stated that they overcharged me, that their regular rooms are $60 a night and their rooms with Jacuzzis are $90 a night. And hotel planner charged me $140.84 for one night with a room with Jacuzzi. It has been almost exactly 3 months and I still do not have my refund. Now as Im contacting you guys, I received an email today stating that theyre going to process my refund. Again 2 to 10 business days. I am frustrated. This is beyond ridiculous.

Made reservations for Oct 20, 2022 through October 23 with Home2 Suites. I found out prior to check out that the hotel used a third party vendor to make the reservations. There was no mention of a third party vendor at any time when I made the reservation or during checkout at the hotel. When I asked for a receipt at checkout, my invoice reflected $634.95. I asked why I was quoted $1,138.91 and the staff on duty could not explain why there was a difference of $503.96. When asked for the name of someone that could explain the situation, I was provided a contact with a phone number and extension. I contacted the representative on October 25/26. It took a while, but they explained that a third party vendor had made the reservation and the difference between $634.95 and the $1,138.91 ($503.96) was the fee for a third party vendor called "Git a Room" which collected the funds, and the hotel would collect the $634.95 from them. At no time was I made aware that I was talking to "Git a Room", or any other third party vendor when I made the reservation. The entire time I thought I was speaking with the hotel's reservation department. Both the hotel and "Git a Room" were being deceitful by not disclosing that I was using a third party vendor. In fact, the email I received confirming my reservation was from a generic email address, which provided me with the itinerary number, check-in/check-out dates, the hotel name, address with directions. I have tried to contact the generic email and was sent to "reservation counter.com". The representative would not provide me with a direct phone number or contact name. I asked that the issue be escalated and was told that it would take 24 to 48 hours to review the call. Once the call was reviewed I would receive an email. A message was left for the hotel. Once the call is returned I will request the issue be escalated.

I booked through a website in June 2022. I thought I forgot to book because I never received an email. Made another booking then called the reservation line. I was told I have two bookings. One was cancelled and the other confirmed. They identified themselves on the phone. The call was made on 8/21/22 and I was told I would not be charged for the booking from Aug 24-Aug 26, 2022 at the Comfort Inn Suites at a specific location. I was charged on Aug 22 despite being told there would be no charges until check-in. I got sick and cancelled my second booking on Aug 24, 2022, and was told there would be no charge for cancellation and that I would be refunded. I checked with the hotel in person because I kept getting text messages about my stay. The front desk informed me that I had cancelled both bookings. After many calls, the hotel manager informed me it was Hotelplanner.com who made my booking, a third party they have no control over. Hotel planner refused to return my call when asked to speak to a supervisor. I called on three occasions starting on 9/1/2022 and no one has attempted to call me back. I have all documentation regarding my booking and cancellation. The reservation service refuses to contact hotelplanner.com and intercede on my behalf. They also refuse to refund my money even though they see my booking was cancelled. I sent documentation to [protected]@hotelplanner.com and they still refuse my refund. The letter and documentation were sent on 9/3/2022 and as of 9/16/2022, after many calls to hotelplanner and the reservation service, I still have no refund. Ultimately, I want a refund from Hotelplanner.com. According to the reservation service, a refund was made to them. In the documentation from the reservation service, that is not my credit card number. I used a different card. The hotel planner used their card to make the booking.

On July 28 I booked a reservation through HOTELPLANNER for 3 hotel rooms for 2 nights. The original reservation was fully changeable / refundable for a check in date of October 15. The reservation was fully refundable as long as you changed/cancel before October 14. Payment was required at the time of the booking for the full amount. This full amount was charged to my Citi Card of $1529.88 or $509.96 per room. (attachment 2) On October 11, I made a request to change the reservation from 2 nights to 1 night (check in October 16 instead of October 15 on original reservation). While extremely difficult (5 phone calls and more than 2 hours of my time), they eventually made the change and said they would be refunding me for the one night no longer reserved in the amount of $767.58. This amount has never been refunded. Please see Attachment 3 to show proof that I contacted the merchant. The lack of quality of the communication from the merchant is quite evident in this document. I can't stress how painful and disorganized this process has been. On October 17, we completed our stay at the hotel. During checkout I was shocked after the hotel clerk said they had NO record of any prepayment and we would be responsible for the full amount of the stay. I pleaded with them with no luck. They charged the card on file for $762.30 (254.10 for each room). Please see Attachment 7-9 to show the completed charge on the visa ending in 4977. Once I learned that the hotel charged me IN ADDITION to the prepaid charge, I did everything in my power to escalate this with the online travel agent. I contacted them 8 different times from October 20-22. On 4 different occasions they said someone from accounting team would call me. No one ever called me back. In closing, I am requesting the full refund of $1529.88 as I clearly got nothing that was agreed to in exchange for this payment, given that I was charged in full directly by the hotel at checkout.

I booked a hotel room through Hotelplanner.com on 7/6/2022 (confirmation #H5273314). The total amount paid was $3525.18. Later I heard from the hotel that they didn't receive any information about my booking. I had several calls back and forth on 7/6/2022 with HotelPlanner's representatives and the hotel's front desk. It seems the issue was HotelPlanner had the wrong email address for the hotel. It would take a long time (1 to 2 days) for HotelPlanner to send my booking information to the hotel even with the corrected email address. Hotel rooms are in high demand and booked out quickly. I couldn't wait for HotelPlanner to send the booking information. Therefore, I requested to cancel the reservation and get a full refund. The representative placed a ticket for the cancellation and full refund on 7/6. I called back on 7/8/2022 to re-confirm, and the HotelPlanner representative sent me another email stating the refund will be processed within a certain number of banking days. Until today, 7/21/2022, I still haven't received any refund. I followed up with the customer representative several times through calls, including on 7/18/2022, 7/20/2022, and today. The representative said all they can do is to place an urgent ticket and I will need to keep waiting. One representative I talked to today told me it would take HotelPlanner a month to process a transaction of this amount! This business is obviously a fraud because the customer service gave inconsistent timelines and delayed the refund. The business was not helpful at all with resolving this issue. (Support ticket number omitted) I would suggest customers avoid using HotelPlanner. This is a fraudulent business and they are not helpful in resolving issues, even if caused by their own fault. I hope Complaintsboard.com can assist me in getting a full refund.

On Aug 27 I booked hotel room for Nov 5 . Just got Discover statement showing full charge already applied. Spent 2 hrs yesterday calling Marriott 3 . They said I booked on-line 3rd party but not know who My confirmation text never says hotelplanner. only words used are Courtyard by *** It was difficult getting through to that phone # Finally spoke to what turned out to be hotel planner. my confirm text Courtyard by *** [Use guest name to check in]Conf: 325604065Itin: H5499688 Check In: Nov 5 (3pm-12am)Check Out: Nov 7 (11am)Support: *** Text STOP to cancel these msgs I googled HotelPlanner not recognize homepage -- did recognize page , after choose the Marriott in ***. & looking at it doesn't surprise me I thought I was booking on a Marriott site, not 3rd party. The price advertised today is 49 cents more with " pay at the hotel". I realize there may be a cancelation fee within a few days at popular areas & perhaps when dealing with their 'specialty' large groups setting aside many rooms. Looking at site yesterday only 1 showed prepay, see nothing that would explain why anyone would accept what I FOUND OUT SUPPOSEDLY I accepted : pre pay whole bill --- tethered to one of the most onerous cancellation policies ever seen ... If cancel august 28 TO October 31st loose half, *** Nov 1st to 5th no refund at all. This is in the middle of nowhere Mass, non holiday. 1st phone person was unintelligible both he and next ***, tried to put me off saying maybe the day I booked the only rooms Marriott offering had the caveat of prepaid & that cancelation policy, I'd be willing to bet *** never does that . I kept saying I'll let the prepaid go As long as not subjected to that cancelation policy And if they couldn't I wanted to talk to a supervisor I was told one would call me it's been 24 hours 24 hours so at this point refund

I booked a stay at a hotel on 10/29/2022 via hotelplanner.com. Itinerary Number: H5774153 The representative claimed to be an employee at the hotel's booking center. On 10/31/22, I confirmed the details for our honeymoon, only to discover from Hotelplanner.com that our room did not match our request, lacking a king-sized bed and ocean view. I verified the booking on 10/31/2022 at the hotel and learned: 1. The initial booking promised a king bed and ocean view, which the hotel contradicted. 2. The charged rate was higher than advertised, falsely justified by seasonal rates and the ocean view. 3. The agent falsely claimed to be working with the hotel directly. 4. I paid $8,966.94 in full with my credit card for the promised amenities, which were not provided. 5. They intend to charge a $1,464.49 cancellation fee for a service not rendered. 6. I demand a full refund on my card. A new reservation made directly with the hotel secured a waterfront room with a king bed for January, proving availability at the time of the original booking.

I booked a hotel reservation through hotel planners for stay at the Fairfield Inn by Marriott for October 8 through the 10. My reservation number was H5592017. Before entering my credit card information I asked the agent about the cancellation policy and he told me that I could cancel before October 6. Period! So I booked it. After about 30 minutes or so I decided to cancel the reservation. I canceled it through the reservation link that was sent to me via my email. They sent back a cancellation notice along with information saying that I would be charged fees and penalties A nights stay for $159. When I asked the agent about the cancellation policy he never mentioned anything about fees or penalties which is a major piece of information that should be shared had I known I would not have booked the reservation. The agent misled me regarding their cancellation policy and I would like a full refund to my card. I did call the agent back and I spoke to him and he said to me that I would be charged the $159. I told him that he did not mention that to me when I asked him about their policy for cancelling a reservation and I asked to speak to his Supervisor. He told me that he could not transfer me to his supervisor but that somebody would call me back, they have not called me back. I went back online to the online customer service chat support system and I explain the situation there and I was told by chat message that they were very busy and if I could leave my email address and my phone number and someone would contact me needless to say no one has. I felt like I was scammed, robbed of $159 that I cant afford just to give away, the reservation had only been booked for a few minutes before I canceled it. The stay was over 3 weeks away!. I feel the Fairfield at Marriott should be aware that the people that are representing them are not being forthright with their customers and ensure that I am fully refunded.

On June 23, 2022, I was trying to call the hotel directly to book a room, and somehow called Hotel Planner instead. I believed I was talking to the Marriot for the *** Texan resort. I told them I wanted to book the Executive Suite which included one bedroom with an additional room adjoining double queen or double full bed. I had priced then online and the two rooms combined were approximately $900. I had also priced just two bedrooms without the suite and they were approximately $500-600 online - on Expedia and Marriot's site. We decided we wanted to get the Suite with adjoining room. I called instead of booking online to ensure the two were adjoining. The representative on the phone from Hotel Planner told me we were getting the suite with an adjoining room for a total of $939.52. He also said he would include free parking for 4 cars for us, and that we would have a free beauty basket in our room when we arrived. My credit card was charged the $939.52 on June 24, 2022 by *** we arrived at the hotel on July 9, 2022 for our one-night stay, we were informed by the front desk that I booked through a third party, and that we had two individual double rooms that were not adjoining. They also informed us third parties did not have the authority to provide free parking nor gift baskets. They had no record of those requests or the adjoining rooms or the Executive Suite. They offered to book us two individual doubles that same day for approximately $600 total. In order to cancel the rooms booked through Hotel Planner, I had to call them directly since the hotel apparently couldn't do it. I was on the phone with Hotel Planner while at the front desk of the *** for 49 minutes. During this conversation, the manager at the *** talked to them and agreed to waive the cancellation fee. I was told by Hotel Planner I would receive a full refund in *** days. It's been 16 days or 10 business day and I have not received a refund.

I recently booked two reservations through a travel agency. The reservations requested were for a dog-friendly room at the Comfort Inn, but upon arrival, there were no reservations under our name for the dates in March and April 2022. The hotel no longer had a dog-friendly room available. We were attending a dog show with top Shih Tzus. The hotel representative found a room, but it wasn't suitable for dogs. We incurred extra costs and paid $212 more than the booked price. Contacting the agency, I learned the agent booked the Comfort Inn in a different city, leading to confusion. The agency offered a hotel voucher after I requested a refund, but I insisted on reimbursement for the $1,697.51 paid for the unrendered service.

On 4/3/22 at 10:50pm, I secured accommodation through hotelplanner.com. I sought lodgings in a specific city and chose a promising deal. However, the confirmation showed a different city. I contacted hotelplanner immediately, seeking a refund due to the error. The agent reminded me of the non-refundable policy but agreed to inquire with the hotel. They reported the hotel was unstaffed post-10pm, raising check-in concerns. After discussing my predicament and inability to afford another room, the agent submitted an urgent refund request. Despite assurances, I only received a non-refundable confirmation at 6:00am. I escalated the matter to a supervisor with hotelplanner.

I mistakenly made my first reservation for a 3 night stay thinking it was needed, itinerary #H5386927. I quickly realized only two nights were needed. I was not able to modify the event, so it routed me to create a ticket. I did so on 7/29 at 10:53am, requesting to change my night stay. I waited 2 business days and never received a response. I needed to make sure my nights were correct so I went to the *** section and it told me I could cancel and rebook as my best option.Since I had not received any communication, I cancelled the reservation on 8/1 based on the advice given. Made a new reservation under itenary #H5399476. Made another ticket that same day requesting a phone call to ensure I am not getting double charged and wanting to use the credit towards the new booking. Now because I am asking for my money back, I get a response back 24 hrs later saying that I cannot use $600+ towards my new $400+ rebooking. Only option is for a BS voucher, which I find highly unacceptable seeing as I followed the process recommended in their ***. If it has no merit, why have it on the website? Still no response on my night change request from before btw...Now to the morning of 8/26 I received a voicemail from the organization, then following was a text and an email from somebody in the booking department. She called me to tell me I cancelled both my bookings on 8/1 the day my booking was supposed to start. I had never received any email or message in general that my second booking had been cancelled. She wanted to confirm so she could issue a full refund. I still have voicemail saved. I tried calling back twice, and left a message. No response. I texted back, no response. I emailed back saying I only cancelled one res. only. She responded saying my bookings were cancelled a month ago and she would issue a response. Then no response.I made 5 tickets, 3 phone calls, 1 text and 1 email. I would like my refund of $1166.22 as none of my bookings through them went through...

On August 16, 2022, I reached out to what I believed was Homewood Suites to secure a two-night stay for an upcoming memorial service. The agent I spoke with quoted a rate of $500 per night, which I found excessive. They then offered to find an alternative accommodation, presenting a more affordable option at $584.70 for two nights. Assuming they were still Homewood Suites, I accepted. It was only after booking that I realized they were a third-party service. The confirmation email from 'lodging support' was the first indication of a 'nonrefundable' policy, which was not mentioned during the call. Subsequent communications seemed to originate from the same third party. Upon arrival at the hotel on August 19, the conditions were deplorable, prompting me to cancel my reservation immediately. Despite this, I continued to receive messages from the hotel on August 21, suggesting my reservation was still active. I contacted the booking agency to cancel but was met with silence and no option to speak with a supervisor. Despite their assurances, my credit card was charged, leading me to dispute the charge. The agency's lack of transparency and refusal to provide access to a supervisor for resolution demonstrates their fraudulent practices.

I pre-paid for a room at Holiday Inn Express for Friday, July 22nd, for a one-night stay on August 6th-7th. A confirmation email confirmed my reservation, and I received several reminders up to the morning of August 6th. Upon arrival, I was informed that my reservation, made through getaroom.com, was canceled due to overbooking. Despite seeking a refund, getaroom.com delayed for 10 days, insisting on hotel approval. The hotel consented, yet getaroom.com refused to refund the $177.22, claiming a non-refundable policy post-reservation date, despite not securing my room. Their policy states cancellations before a specific date are refundable, and since the hotel received the reservation as canceled, it was effectively canceled when I paid, unbeknownst to me. I insist on a full refund, as I was misled about the reservation status. I've provided confirmation emails and their policy, with personal details redacted according to Complaintsboard.com's policy, and can supply the original documents if needed. This complaint is directed at the correct site.

Complaint Details we made the reservation thru Hotel Planner 11:30 pm 09/09/2022. We were traveling for a family illness. We got to the hotel around 12:30. My daughter in law made the reservation but my card was used for the charges. Her name is *** 1. We pull up to the hotel and there's a lady at the opening of the parking lot asking each car pulling in if they have a lighter. 2. The parking lot is FULL of craters you have to dodge or else get a flat tire. 3. The clerk allowed us to view the room FIRST. We open the door and there are roaches in the room. We look at the beds and the linen is visibly dirty and soiled. 4. While on the parking lot near the room another lady is propositioning a man in a white truck. She gets in the "back seat" and they drive off. We go back to the front and decline to take the room and give her the key back. She doesn't offer us another room or to even try to clean that room she only says to just call and let hotel planner know we didn't take the room and request our refund. We call the reservation number and are told they will need to speak with the hotel to confirm. We wait for them to call us back and 15 minutes later we call to check and see told they can't reach the hotel. I call the hotel 13 times and noone answers. I drive ALL the way back to the hotel. The lady who was asking people if they had a lighter was in the lobby talking to the clerk and she's standing behind the glass. I asked her if the reservation line had called and she says "they haven't called me yet". I told her we've been trying to reach her for over 15 minutes. I dial the hotel number and it rings... she says " oh that's you?". We call the reservation line while standing there and she lies to them and says "they didn't like the room". I couldn't hear the rest of the conversation but my card STILL has the charge for a room I never did more than just look at. Hotel planner declined to refund because they can't reach anyone at the hotel.

Our son was called to duty, and we live in a US town. Due to severe weather, we took him early to his duty station. On January 16, seeking a hotel, I found 'The Courtyard' online. I called to inquire about a military discount. The representative said they didn't offer one. At the hotel, a kind employee thanked my son for his service and offered a special rate. I mentioned the online info was different. On the 24th, I called customer service for a refund. They confirmed a full refund would be processed in a few business days. Despite multiple calls and misinformation, I'm still awaiting the refund and a supervisor's call back.