"Kellee was wonderful and patient"

"Very patient and gave all details"

"I was very pleased with Edgar. He got me my reservations and everything is good."

"Brittany was awesome helping me over the phone with my reservation. Very pilote and courteous."

"Vanessa was hard to understand. She kept making mistakes and then got irritated with me. I had to put my card information in 3 times. I told her I wanted to drive to the hotel myself (it was only 4 minutes away and that would have been faster). She said I was not permitted to pay at the hotel. She never told me that the fees were going to be 34% of my hotel room. In fact, she never mentioned the fees at all. The charge popped up on my phone while I was still on the phone with her. I asked her to cancel the room and gave her my reasons but she refused. She said the room was non refundable. I told her I didn’t want the room due to the high price. She hung up on me! Initially, she wanted to know if we were 65 or older. I believe it was her intent all along to take advantage of us. She and this company should be ashamed of themselves."

"Our representative was friendly, patient and helpful! Thank you! "

"Delora, I worked customer service for 20 years and yes I understand you are just doing your job but you need to roll it back a little bit you could lose customers for that Hotel Thank you "

"The room was clean but the plunger in the commode was stuck from not being used. I freed it and it worked the rest of our stay. The shower head control is a joke not easy to adjust and drain was slow. Striker plate on door is loose and door won’t completely close. The frig. Makes a loud noise sometimes when the comp. Comes on. Nothing serious just needs fine tuning."

"Due to power outage hotel on the day of stay I could not use hotel, therefor I had to find another. Hotel planner will not refund my money, that was 2 mos ago. Been given nothing short of the runaround. Now they tell me no refund as long as I have a dispute with credit card company. CC company is working on my behalf to get refund, still they are refusing!! DO NOT use this company! Would not recommend at all."

"I made booking with room type of Standard Room, King or Two Doubles in Quality Inn Centre Ville montreal via HotelPlanner.com.
This means for the room I booked, I should be getting either a standard room with king size bed or a standard room with Two Doubles.

But the hotel gave me a room with only ONE DOUBLE BED. This One double bedroom type is cheaper than Standard Room, King or Two Doubles. I paid extra to get this room type - Standard Room, King or Two Doubles.
With the price I paid, the hotel are supposed to provide me EITHER a King bed or TWO DOUBLES. I got to know from the front desk that the hotel never have a room with one king bed. So,if the hotel does not have a room with a king bed, hotelPlanner should not even mentioned King or Two Doubles. I do not understand why King will be an option. And since they do not have any room with King, they are obligated to provide me a standard room with TWO DOUBLES. HotelPlanner collected my money for this room type but did not deliver this room type. The hotel downgraded me with only ONE DOUBLE BED. I did not want to book ONE DOUBLE BED room when I made my reservation on the 23rd January 2023, that's why I paid extra to have a bigger bed (king) or a room with two doubles.
However, when I arrived, they gave me ONE DOUBLE BED, without my consent. So, I have been calling hotelPlanner agents to process the extra price refund, which I paid to get this King or Two Doubles.

However, the agents keep saying it is non refundable. The thing is, I'm not asking to refund the whole price I paid, I'm asking for a refund on the extra charge since they are unable to deliver the product to me. But hotelPlanner reluctant to do so. I called total 3 agents to discuss this matter, the 3rd agent just ended my call while I'm talking because she doesn't want to deal with my matter. I've never encounter such rude agent ever and I even apologize to her before explaining this whole situation as I understand it is not the agent's fault but they have to deal with customer's frustration.

Also, the hotel mentioned they couldn't provide the room I booked for because it's all booked. If the room is not available at the time of booking, why is it available on hotelPlanner for customers to book it? And then when customer arrived at the hotel, the reception just downgraded customer's room when they check-in without customer consent and doesn't want to refund back the extra premium customer paid. HotelPlanner and this hotel Quality Inn Centre Ville Montreal are being very dishonest here. "

"-Purchased room for Auburn Hotel in June 2023. I had to cancel.
-Offered a voucher in lieu of a refund.
-Used Voucher to book Omni Hotel in Atlanta on 10/24/23 for$1027 -When arrived at hotel, they had reservation but noprepaid voucher.
-Omni told me to call booking agency tocall front desk to resolve (HotelPlanner.com). -Called Hotelplanning.com Support. Was told they could not reach front desk. Verified front desk phone number with them.
-Hotelplanning.com told me they would escalate and that it would be taken care of.
-Visited the front desk at Omni no fewer than 7 times during my stay to see if this was resolved.
-Called hotelplanning support no fewer than 7times during my stay to resolve the situation to be told not to worry about it. Again they said they would escalate.
-Left multiple emails with support at hotelplanning.com -On day of checkout the Omni billed my secured American Express the full amount of the stay since hotelplanning.com did not cover the bill even though they said it was prepaid.
-Since then, the charge has not been reversed.
-Called hotelplanning 5 more times to resolve. They assured me that there would be a credit on my credit card in 10 business days. Waited 10 days, no credit.
-Finally let hotelplanning.com support know that I would be filing a complaint with the BBB and leaving negative reviews on the internet.
-Have heard nothing since."

"Our planned lodging did not work out so we did a search for hotels in Browning, MT and thought that we had the number for the Glacier Peaks Hotel, but it turned out that Hotelplanner had jumped the search for hotel reservations. I subsequently learned that they added $131.59 in FEES to a hotel room rate of $341.25! They did this for each of two rooms. They were unwilling to issue a refund of the excess charges. Avoid them."

"Needed to cancel one night of a 4 night trip. Use the online communication tool and called in as well. Indicated that it would not be an issue, just needed to call and confirm after checking out. I called after checking out, they said it would take between 2 to 10 days, no refund. Called after 10 days, they made another ticket and said someone would contact me in 2 days, no contact. Called after the 2 days, person on phone did not know why I did not get the refund yet, wanted to submit another ticket. On top of that they impersonated the hotel when I first make the reservation. "

"Hoteplanner is a company is one big horrible scam keep your money. Their agents are untrained, disrespectful, when you ask for a manager they sure trained to say none is available they will call you back or hang up on you multiple times. I asked to Add a guest to my room and they lied to me told me it was approved with the resort and I was all set . I arrived in Jamaica and the resort had no notification and didn’t approve my guest. 4 hours later after hotelplanner agents hung up on me 9x’s , being charged 54$ in international call fees to be told to give the phone over to the front desk resort Clerk (still being charge) all to be told sorry you need to pay 656$ and hotelplanner say sorry for the miscommunication. I the agent Condessa is hotelplanner okay with a young women black women sleep outside on the ground in another country and she responded with that is your choice not to pay and sleep outside. this company refuses to take any ownership of the incorrect information and lies their company has told me. Now all agents are emailing me stating of course I should have know it would be a fee. Case number 851689 Booking H6869100"

"We booked a hotel through hotel planner and thought we were getting a decent deal on a last minute hotel room. The rate that was quoted would have been a total of $458 for the 2 nights we booked. There was no mention of any additional fees or taxes when we booked. So, we pushed the 'book' button, thinking that that was it and we would have taxes and maybe some fees added to this amount. We expected that. As we were driving, we got an email that told us to confirm that we either got our booking, didn't get our booking or were cancelling our booking. Since we thought we had already booked, we said that we received it. Well, once we did this, we got a bill for $751 and change for those 2 nights. We called them, talked to the hotel and received no other response beyond this was for fees and taxes that we agreed to in the fine print. They also refused to send us an itemized receipt of the taxes and fees. When we contacted the BBB, they offered a $100 credit for a future use of their service! We will never use this service again and would like to warn others not to as well. What a SCAM!!! "