HotelPlanner.com Customer Service Issues

Itinerary number: R[redacted]. I booked a room online for a wedding party on August 16th in Snellville, Georgia. The room was automatically reserved for the night of August 15th. I had to cancel my prepaid booking because I needed the room for the night of August 16th. The hotel (La Quinta Inn Snellville) did not refund my $[redacted], citing their cancellation policy. However, when I contacted the hotel, they confirmed that a refund is granted if cancelled within 24 hours. I am looking to get my money back so I can book a hotel for the correct date.

I made reservations at Fairfield Inn & Suites by Marriott Dayton for 3/12-3/13. We planned to attend a wedding on Friday, but due to Covid-19 exposure within the wedding party, my doctor advised against the trip due to our health conditions. Given the uncertainties around the wedding and the 7+ hour drive, this situation was unforeseen at the time of booking. Today we also learned about the University closing. I respectfully request an exception to your no cancellation policy considering these exceptional circumstances. You can reach me at [redacted]. I hope to hear from you soon. My Itinerary Number is: XG2K7Q and the confirmation number is: [redacted]2. Thank you.

I have been trying to get a refund for a reservation I made on March 12 for almost three weeks. I have left over 30 voicemails, chat messages, and emails in an attempt to resolve this issue. Both the hotel and the company were notified of the cancellation in a timely manner due to Covid-19, yet Charity D. was unhelpful when contacted. After requesting a 3-way call with the hotel manager, Charity denied it. I simply want the refund I am entitled to since I followed all the necessary steps within the correct timeframe. Despite numerous attempts to communicate, the responses I have received so far have been unsatisfactory, essentially stating that no assistance will be provided. In these challenging times, I am looking for good customer service to help me with this refund.

We had a reservation for a wedding at the Heritage Inn in Rehoboth Beach, Delaware, on June 6, which was booked through HotelPlanner. Unfortunately, we had to cancel this reservation. We contacted HotelPlanner on April 16 and they confirmed the cancellation (confirmation number: [redacted]) promising a refund of $[redacted].46. Despite a month passing, we haven't received the refund. We've tried reaching out through multiple channels - phone callback, chat, email, and the provided 1-[redacted] number. The only response received was a generic email acknowledging our request. On June 2, we contacted the hotel directly and discovered they had not received the cancellation from HotelPlanner, so they canceled it themselves. For several days, we've been attempting to contact the [redacted] number without success, either being cut off or waiting over an hour. Our main objective is to speak with a representative and resolve our refund issue.

On July 25th, I called to reserve a room with an outdoor Jacuzzi, but the agent mistakenly assigned me a room with Jacuzzi jets in the bathtub instead. It's my wedding night, and I didn't expect this. I've tried reaching out multiple times and requested a callback from the supervisor, Karen, but have yet to hear back. My wedding is less than a week away, and I just want my room upgraded to make up for this mistake. I'm quite upset and feel I deserve better treatment or a discount due to this inconvenience. I didn't realize it was a non-refundable booking either. I only wanted the Jacuzzi outside the bathroom, not inside the tub. This has been disappointing as I have one at home already.

On July 24, [redacted], I was charged Can $[redacted].79 by Hotel Planner on my Visa card after the Comfort Inn in Pickering, ON, Canada, was unable to provide me with a room and was supposed to refund me. Despite contacting the Comfort Inn Supervisor, Hotel Planner hasn't refunded me or contacted me via email. This has been ongoing since January 13th, raising my concerns. I left a message with a Supervisor at Hotel Planner over 10 days ago, providing all necessary information, but I haven't received a response. I also submitted a report on their website with all details but haven't heard back. My pre-paid Visa card was charged during a tough time due to COVID, and I am now considering media or legal actions if my funds are not returned promptly. I can be reached at [redacted] Paulette Bailey, Pickering, ON, Canada. Your urgent attention to this matter is required. My attempts to contact you have been unsuccessful. Thank you.

I am Michelle G. This morning, I mistakenly booked the wrong hotel when trying to extend my stay. I have been attempting to contact customer service throughout the day, enduring long hours on hold each time. The reservation in question was for tonight at 8, and I would like it to be refunded promptly. I have already made arrangements to stay at the correct hotel and have canceled the mistaken reservation. Despite my efforts, I have been unable to reach anyone to rectify this issue. I hope this matter can be resolved efficiently.

I made a reservation online last Thursday. After verifying that the hotel offered an airport shuttle, I called and was informed they no longer provide this service. The hotel staff said I could reach out to you for a refund. My itinerary number is H[redacted]. I left a message online for a call back due to long wait times but did not receive a response. I sent another email last night with no reply yet. We are worried about relying on taxis for an early morning flight as suggested by the hotel. We kindly request a refund as your website still states the shuttle service. It would be helpful to update the information to avoid confusion for others. Thank you for your assistance.

I've made three attempts to reach a reservation agent but have experienced long wait times with no success. Eight days have passed, and there has been no response to my complaint. I initially called on March 22, [redacted], to reserve a room at Fairfield Inn-Marriott in Spanish Fort, Alabama for three nights from April 18, [redacted], to April 21, [redacted]. While browsing the hotel's rates online, I noted a price of $76.00 per night for a single non-smoking room with AAA and senior discounts. When making the reservation, I mistakenly thought I was on the hotel's website but later discovered it was through a third party called Hotel Planner. The agent quoted a rate of $79.99 per night but agreed to honor the $76.00 rate displayed on Fairfield Inn's website. Despite the website indicating free cancellation before April 18, [redacted], my confirmation email shows a non-refundable rate of $79.99 per night with an incorrect itinerary number. I am requesting a corrected confirmation with the $76.00 per night rate and the promised free cancellation option. This is crucial to me after experiencing issues with another hotel's refund policy during a previous cancellation due to unforeseen circumstances. My credit card was charged $[redacted].21 for the reservation at the higher rate, and I am seeking a refund of the price difference. Please address these issues promptly. Thank you, J. Bonnett

I recently booked a stay at Days Inn in Geneva, New York, initially for July 13 and later added July 14th and 15th to the reservation expecting to stay in the same room. The first reservation mentioned a mobile room, which I didn't request but don't mind; however, I wanted to stay in the same room for the entire booking. Despite the first reservation being refundable, the hotel manager stated the reservations are non-refundable. Due to my age and physical limitations, moving rooms during my tour is inconvenient. I encountered challenges reaching out for help and now feel stuck. Though I'd prefer to change hotels to avoid this hassle, it seems difficult at this point. - Jan

I have been trying to check the status of a partial refund for my cancelled hotel reservation due to COVID-related special duty as a nurse, but the information provided so far has been inaccurate. I was promised a partial refund and a voucher when I canceled my trip in July with itinerary # H [redacted]. I was informed that a credit would be issued by August 25th, but when I checked recently, the status just said it is in process without a clear timeline. I cannot afford to lose the $[redacted].00 refund that I was assured. Your assistance in resolving this matter would be greatly appreciated as I feel anxious about the lack of transparency in the process.

I made a reservation at Beartooth Inn in Cody, WY, but the website turned out to be Hotel Planner. I was surprised by a $19.98 service fee charged to my credit card without prior notice. Upon arrival at the hotel on September 19th, I inquired about the fee and was told it was due to using a third-party booking service. I feel misled as the charge appeared under Beartooth Inn, not Hotel Planner. Despite understanding the reservation is non-refundable, I believe this situation qualifies for a refund. Unfortunately, my attempts to reach a customer service representative have been unsuccessful, which is frustrating. I've used other booking platforms before, and none of them have charged me a service fee. I hope to resolve this matter promptly. Thank you for any assistance you can provide. - Jim R.

I searched for a hotel in Port Angeles on Hotel Planner and inadvertently booked a non-refundable room at the Red Lion Hotel in Sequim, WA. Despite my error, the customer service representative refused to provide a refund immediately, as the hotel was closed. I was left in a difficult situation with no way to access the room in a different town. After multiple attempts to resolve the issue, I was met with unhelpful responses emphasizing the non-refundable policy. The situation was frustrating, and I am seeking a resolution to get my money back promptly.

On June 19, I had surgery scheduled for the next day and my brother kindly booked a hotel room near the hospital with Itinerary #[redacted]. Unfortunately, he was overcharged $[redacted].53 for a $69 room, which upset me. After numerous calls to cancel the reservation due to my short stay, I finally spoke to a helpful lady who promised a full refund of the overcharge to his card ending in [redacted] within 7-10 days. However, it has been 16 days and no refund has been issued. I am eager to receive the refund as promised and am seeking information on the current status and the expected date of the refund. I hope they fulfill their commitment and return the full amount promptly.

Last October, my partner and I were invited to B. Morse's wedding in Branson, Missouri. We visited the wedding website and found a suggested Hilton hotel where we booked based on the assumption that others from the party would be staying there. The booking was then transferred to a hotel planner, with a supposed fully refundable option if canceled before the 18th of October, [redacted]. Our itinerary number was [redacted]1. Upon canceling within the given timeframe, we switched to Quality Inn where some party members were staying. However, upon arrival, the hotel had no record of our prepayment, causing delays and numerous phone calls to obtain the virtual credit card (itinerary [redacted]). When we requested the refund of $[redacted].84 from Hilton, we mistakenly received a voucher instead. We promptly clarified via emails that we did not want a voucher, but received no response. Unfortunately, we have been unable to utilize the voucher due to multiple medical issues affecting Dana and Sandy, including Dana's Atrial fibrillation and Sandy's various health challenges. Also, a daughter was lost to breast cancer, adding to our challenging circumstances. After ongoing attempts to resolve the issue, we are now seeking a refund instead of the voucher, as initially offered. The situation escalated when the charge appeared on our credit card, leading us to dispute it, resulting in a cancellation and subsequent recharge due to alleged failure to follow instructions.

I am writing to address my ongoing issue with reservation HB[redacted]. I initially thought I was booking with The Knoxville Hilton Airport on Oct 29. After realizing I made the reservation for the wrong hotel, I have been struggling to utilize the voucher. Despite being promised a refund by a customer service representative, I have not received any update today. Due to my lack of internet skills, communicating this problem has been challenging for me. I am 71 years old and feeling overwhelmed. I kindly request assistance and communication regarding this matter. Thank you for your understanding.

I am writing to express my dissatisfaction with the hotel booking I made through your company. I mistakenly booked the wrong date and, unfortunately, noticed that there was a no-refund policy in place. Despite my numerous attempts to reach out via phone calls and emails, I have not received any assistance. My only request is to modify my check-in date to May 5th and check out on May 6th, as May 5th is a significant day for my son's graduation. The booking was paid for in advance through Affirm, and I want to clarify that I am not seeking a refund, simply a change of dates. The lack of response after a week has left me extremely disappointed with the customer service I have received from your company.

Hotel Planner's customer service handling has been dreadful. I have been double-charged over a month ago, yet they keep delaying my refund claiming it may take 10 business days. It's been 30 days since Holiday Inn refunded them, and I am still waiting for my refund. They make empty promises to call back, ignore my inquiries, and their escalation department just sends emails with false information. It's frustrating that no one can help beyond making reservations. Hotel Planner appears to act as if they are associated with Holiday Inn Express, but they charged me for two rooms, sent me four confirmation emails with different numbers, and refuse to provide a resolution. Their connection with Expedia only adds to the confusion. Dealing with them has been unproductive and I urge others to be cautious when making reservations. I have lost faith in Hotel Planner and would strongly advise against using them in the future.

I booked two rooms through Hotel Planner for August 4-6 in Eureka, MO, but they charged my credit card $[redacted] upfront instead of after my stay. I've been trying to cancel the reservations, but I can't reach them. Their phone number directs me to the website. I need to cancel both bookings and have the hold on my credit card released. Any assistance would be appreciated.