I planned a trip and told them that I needed flexibility. I was told this would not be a problem. Then I noticed that it was non refundable. I’ve been trying for a week to resolve this and there customer support is nonexistent. I have been hung up on multiple times and no one will return emails. After fighting with them they’ve canceled my room and refuse to talk to me about refunding my money. So now I have to pay twice for the same room.

I booked 2 nights 1 room at Best Western in Pompton Plains NJ through HotelPlanner for total of 276.47. Everything was good up until my mom got a call in the morning that my dad is really sick and we had to go home, back to NH. Now I called HotelPlanner and they said they can refund me for the night I didn't stay at. It's been 2 Weeks and Counting, I have called several times and left humorous number of voicemails. I call and they redirect me to a woman who never answers or even responds. I called again 4 days later and they did samething, after I asked nicely to not redirect me to that woman. I hung up, called and asked again for a good 5 minutes finally the girl didn't redirect me to that lady. But, They are still leading me on, telling me they will refund me, they just have to talk to the hotel manager and get the receipt of the night I stayed for and then they will refund me. I have the receipt but for some reason and I don't know why but they have to talk to the hotel manager, they can't just take my receipt I got from the hotel. I called the hotel manager and she told me there is no one by that name that called or left her any voicemail messages. So if it is 2 weeks and counting, I shall just say that my $138.23 is not ever gonna be returned back to me. I hope you take my advice and not go with this site because if any problem randomly occurs at all, they won't resolve it. They'll keep you hanging. Also, they deleted my bad review on Facebook so they're just trying to lure people in thinking that this company is worth 4.4 star rating when they aren't worth that. Because they took off me a lot of money, I am never recommending this site to anyone. Because this happened to me, then I know for sure I am not the only one that this is happening to.

The room was great and the price was too. However, they booked me for 2 rooms instead of 1. I didn't know this until I checked into the hotel. I have called multiple times and always get a recording saying all of their operators are busy. I have left voicemails in 3 different sections with them. It's been 3 weeks and I still haven't heard back from them and can't get them on the phone. NOT IMPRESSED with customer service

I booked a hotel in Sanibel, Florida, for 3 nights, through Hotel Planners. I was originally looking to go to Siesta Key, but the price offered at the hotel in Sanibel was much cheaper - $436.21. However, on completing the booking, I received confirmation with the amount of £436.21 (GBP). This equates to $562.20. I live in U.K., so consequently my credit card is issued by a U.K. bank. I pay for many things in USA by credit card. The payments appear in US dollars which are then converted to the value in £ GBP. I obviously phoned Costomer Services at Hotel Planner. They denied any wrong doing, saying the price I booked was in £ GBP. I was in USA when I booked this. My location on-line was Englewood, Florida. So why would I have been offered the price in £ UK?! I was offered a cancellation, but would have been charged 1 night's stay, plus $25. Eventually they agreed to giving me a 10 % discount, which I reluctantly accepted. Now, though, they have "changed their minds" and deny this offer. I spoke to 2 people regarding this, quoting the ticket no. received in their confirmation email of 10% discount. They both insisted there was no such ticket no. I obviously have the proof in their email, but they aren't interested at all. I have 2 witnesses to the original charge in US dollars. As I have protection with my credit card company, I am now asking them to look into this on my behalf. Please DO NOT use this company!

Nothing really different about this place. It is the same as any other places that help you plan in my opinion.

It was average but could definitely be better.

Well the service was decent but not enough to offset the price of the venue. I thought I should have received more for the price that I paid.

very disappointed. The cost was much higher using this company!

I will never book through this company again, or through any third party for that matter. I was on the road and tired and thought I was booking with Holiday Inn directly. One hour after making the reservations my plans changed and I called to cancel. They were more than happy to cancel my reservations, but in no way willing to refund my money. The hotel manager stated he would have no problem refunding my money, but because I booked through Expedia (which is not noted anywhere on any document) that they were in control and would not be able to refund my payment. Buyer beware, read the fine print and make sure you call the hotel directly to find out the actual rate before you make any other arrangements or use any outside companies, especially this one. What I got was no deal at all and no sympathy from the company other than "I'm so sorry ma'am."

I would like to tell his boss what a wonderful job he did in helping me resolve my issue.  Thanks Debbie Askew

I will never again use Hotel Planner for my hotel reservations. Both hotels that I booked thru them were completely horrible. The first Days Inn, in North Carolina, had no pool even tho advertised as having one. They did not honor my handicap reservations and gave us a second floor room. The air conditioning in the room did not work and the staff was rude and argued with me over all of this. The Days Inn in Pigeon Forge was not as bad but was not much better. The air conditioner had a leak which kept the carpet in the room soaking wet. They allowed people to fight in the pool area and did nothing about it when told about the problem going on. When told about a discount that should have been applied as it was mentioned on the hotel planner website, they said that they have never honored that discount. I will book thru the hotels from now on and pay a little more to get a nice hotel rather than the bottom of the barrel.

This web site is total BS. That is all I can say....... Our Rae was not honoured and they denied ever giving it,except for the fact I have it in black and white.

I booked a room for one night stay and although they were under renovations changing out the carpets in the hall ways and painting, my stay was still very enjoyable. The room was almost perfect with all the amenities needed, except there was no refrigerator. Everything was clean and so very comfortable i did not feel like leaving, but i had to. Front desk staff was friendly welcoming and very ready to answer all my questions and concerned. She assured me that although the Hotel was under renovations, i would still be comfortable and enjoy peace and quiet. I would definitely return and recommend this Hotel to Family and Friends in a heartbeat. I would have loved to know of the Hotel renovations before hand, but the front desk was very re-assuring that i would definitely not be affected in any way by the ongoing works, and she was right....i was not

I recently booked a hotel on this website and accidentally cancelled the room which was nonrefundable. I contacted customer service and was originally told that was the policy and they couldn't help me. I sent an email to Carlos Diaz who IMMEDIATELY responded by a personal phone call and got right on top of the issue. He called me back and emailed me as he went to work helping me to solve the issue. He was extremely professional and in my opinion went above and beyond, which is rare to see from customer service in any industry these days. Way to go Carlos!!!l I will continue to use their service and recommend them based on the wonderful care I was given from Carlos.

Turn around and run as fast as you can away from HotelPlanner.com. It is a highly deceptive service owned by Expedia.com, whose goal is not to serve your needs with excellence, but to cheat you, separating you from your hard-earned money without any recourse at all. I have been billed $538.76 for a service that I NEVER received. Zero in return. I am presently about to file a complaint with the state attorney general of Pennsylvania, and the Federal Trade Commission, as well as with Expedia.com and Best Western corporate. I may yet obtain satisfaction from Best Western, which has been very cooperative, but Expedia.com is in legal lawsuit territory for its entrenched customer service denial of any reasonable solution. After a search for a hotel while on the road, I found a listing for the Best Western Inn in Matamoras, Pennsylvania. The phone number listing in the search results didn't indicate that the number pertained to HotelPlanner.com. When I placed the call, the only identification issued by the inbound agent was "central reservations." This led me to the erroneous belief that I had reached Best Western reservations - which would be my preference, since only a hotel desk really knows what rooms are available. I drove 30 minutes out of my way to claim my reservation for two adjoining rooms for two nights, only to find to my great disappointment that the rooms were NOT AVAILABLE. In fact, one of the nights was "blacked out" by Best Western, meaning that Expedia.com was NOT AUTHORIZED to book a reservation on the second night of the reservation. The Best Western desk told me that I had to call Expedia.com to cancel the reservation. When I called Expedia.com to cancel, they told me that I would be charged $30 for the cancellation. I found this completely unacceptable, as would any reasonable person. To their credit, Best Western accepted my cancellation of the reservations, but is saying that they can't get Expedia.com to credit my account. I will still have to compel Expedia.com to refund my $538.76. Their obtuse customer service representatives work off of a script that offers no room for negotiation, and they refuse to claim ownership over the problem, or refer me to a manager who should be able to offer satisfaction. As such, my only recourse is a legal avenue. As I don't live in Pennsylvania, I will have to try the state attorney general first, and the Federal Trade Commission (perhaps). Therefore, as I said at the very beginning of this review, run, immediately, in the opposite direction. DO NOT USE HOTELPLANNER.COM. Period. End of story.

I CALLED PRIOR TO STAY TO RESERVE 1ST FLOOR SAID THERE IT NO PROBLEM DUE TO BAD KNEE AND FAMILY MEMBER HAD INJURY TO FOOT ENDED UP IN 3RD FLOOR. THE MAIDS WERE VERY GOOD THEY HELP AT ANY TIME ROOM WAS GREAT. THE BREAKFAST WAS VERY SAD STAYED 1 WEEK WITH KIDS ALL THEY HAD CEREAL,YOGURT AND OATMEAL. STAYED AT CHEAPER PLACES AND GOT MORE FOOD.

Will never use Hotelplanner again after the horrible experience we had with them. Made a reservation for 2 rooms a month in advance only to show up to the hotel to find they only had one room for us. Front desk staff pretty junior and couldn't resolve it. Had front desk get on the phone where we were told a complete refund would be coming in 3-5 days. NOPE. Called back after a week and had the absolute worst customer experience ever. Off shore operators with bad english who continually interrupted me & were of no help. Do yourself a favor and stay far away from this company.