"I booked a room for a wedding through the couples wedding website. There was a convenient link for hotel planner. Thinking this was the most efficient route I booked our room. Didn’t realize the price at first as I am familiar with this resort and assumed that the rate I was charged was the wedding discounted rate. However I found that the discount rate for the resort is close to $40 cheaper than what hotel planner charged me. I have sent endless emails requesting that they honor the rate I would have received had I called the resort myself. However I’m told that hotelplanner doesn’t price match. And the price I was charged was due to price fluctuations at the time of booking. I seriously wonder how many other wedding guests were scammed this was. Will never use this company again. "
"After booking through HotelPlanner.com for a friend's wedding, the website barely worked as it should. I tried on Safari several times and it didn't work. I tried on Chrome and I had to refresh twice for it to work. (A five minute process taking about 25 at this point.) And finally, the site automatically selected dates, doubling my reservation. There are 7 charge attempts on my credit card statement proving the above. Yet, when I called support and explained, they refused to correct this. Now, I am paying for a room I don't need. Customer service is the last priority for this vendor."
“UPDATE:
The date to Ms. Hannah's reservation was internally amended with the hotel and she was issued a refund of (1 Night) that was allocated back to her account.
Hi Hannah,
Thank you for your review and we apologize to you for any inconvenience caused to you. In our system we do see that a specialist is working with you directly in resolving this matter for you. Please communicate with the specialist in regards to any questions that you have so that they can properly assist you.
Regards,
HotelPlanner Management Team
”
"Very helpful! Quick response!"
“Greetings,
Thank you for your review. Our team takes great pride in providing our customers with outstanding and attentive customer service, and we thank you for your compliments on their effort.
Regards,
HotelPlanner”
"Found a great hotel which was cheaper than any other site. The staff here is very helpful. We had a flight delayed for two days and they helped play the middle man between us and the hotel"
“Greetings,
Thank you for your review. Our team takes great pride in providing our customers with outstanding and attentive customer service, and we thank you for your compliments on their effort.
Regards,
HotelPlanner”
"Reginette Exume was extremely helpful and in a very timely manner. I wish all my online inquiries were this pleasant. Thank you Reginette!"
“Greetings,
Thank you for your review. Our team takes great pride in providing our customers with outstanding and attentive customer service, and we thank you for your compliments on their effort.
Regards,
HotelPlanner”
"I found an amazing hotel at a great rate and had it booked in seconds. I know the price out the door. After the booking I was contacted by Reginette Exume emailed me asking if I needed help with anything and I have to say that is a very nice touch. She was very helpful. Will definitely be using this all the time!!!"
"I recently had made a non-refundable room reservation but had to cancel due to a medical emergency. HotelPlanner.com was very understanding of my situation and was kind enough to refund the charge. Reginette, the representative I corresponded with, was most helpful and understanding of my extenuating circumstances."
"It was acted on very quickly"
"I booked a stay online. The moment I got my confirmation email I realized I had clicked the wrong dates. Sent an email asking for assist. Reginette responded in less than a half hour & updated my reservation as needed. "
"I was accidentally charged twice for one order due to some confusion with my bank. After reaching out to Reginette, the whole situation was sorted out in less than 24 hours and a refund is forthcoming.
They were incredibly quick in response, taking less than five minutes to get back to my emails, and let me know as soon as it was resolved. "
"I needed to modify my reservation and cancel 1 night. I sent an email explaining the details and Reginette responded immediately and the change was done!"
"Great and timely response!
Immediately fixed my stay with prompt confirmation and documentation.
Additional hotel contact information provide to make sure all my asks are fulfilled.
thank you!"
"We had a smoking room and requested a room change to non smoking and it was done! "
"My husband and I planned to stay at Astor House in Green Bay, Wisconsin for an overnight. Sadly, as quickly as I made our plans, things changed. We have to thank Reginette for her help with canceling our reservation. Appreciated!"
“Greetings,
Thank you for your review. Our team takes great pride in providing our customers with outstanding and attentive customer service, and we thank you for your compliments on their effort.
Regards,
HotelPlanner”
"We booked a hotel room for a polygraph examination my husband had to do for a customs and border protection job. We live 4 1/2 hours from the testing site and it is early in the morning. The polygraph ended up being postponed due to shortage of interviewers 2 days before we were supposed to check in. This company would not cancel our reservation and we are now out $170 for something out of our control. It is really a bummer as we will still need to actually purchase a room when his polygraph is rescheduled. I would not recommend this company if you are going for an interview or anything that could be out of your control. "
“Greetings,
Thank you for the review that you have provided in regards to your reservation. I was able to follow up with the reservation specialist that was assisting you with your reservation and I am able to verify that your reservation was originally booked for (September 3rd – 4th, 2018) and you actually reached out requesting for the date to your reservation to be amended at which the specialist did contact the hotel on your behalf and the date was amended to (Sept 5th – 6th, 2018). Friday, August 31, 2018 3:43 PM ((XXX, Thank you so much for the update! I really appreciate your help with this. Have a great rest of your day! Best, XXX)).
You sent an email on Wed 9/5/2018 3:56 PM requesting to cancel the reservation on the same day of arrival and unfortunately your reservation could not be cancelled due to the cancellation policy agreed to at the time of booking as the reservation was already inside the cancellation penalty.
((Cancellation Policy: Cancel before 08/31/2018 00:00 AM: FREE, Cancel after 08/31/2018 00:00 AM: $170.27))
Per the review that you provided you indicated that “This company would not cancel our reservation and we are now out $170 for something out of our control.”
At HotelPlanner we strive to provide the best service possible to all of our mutual clients and per the inquiry regarding your reservation you initially reached out to have your reservation amended and the particular type of reservation you booked could not be amended from our end and as courtesy to you the specialist actually reached out to the hotel directly to ensure that your reservation could be amended as it could not have been amended from our system and as a courtesy the hotel agreed to amend the dates to your reservation internally in their system.
Unfortunately your reservation was already inside the cancellation policy as reason being at the time that you reached out to have your reservation cancelled it could not be cancelled per the terms that you agreed to at the time that you booked your reservation.
We are very sorry that we are unable to provide you with the response that you were looking for as the hotel/department are upholding the policy that you agreed to at the time of booking.
Regards,
HotelPlanner Management Team
”
A rep from HotelPlanner.com, Hotelplanner1, has responded:
“Greetings,
Thank you for reaching out to us in regards to your inquiry regarding your reservation. Per your review, we have taken the opportunity to review your reservation and the instructions posted by the bridal couple on their wedding website.
The bridal couple did not specify in the information on their site that the discounted rooms are through the hotel directly under their wedding block - they provided the link for hotels of their reference through the template provided on the wedding website that is usually used for overflow of rooms once the block has been completely boked.
Information is not made known to us if the couple has a block with the hotel directly as reason being they should have clearly communicated the information and instruction on their wedding website on how to get the rate for their specified block with the hotel.
As a gesture of goodwill our Reservation Specialist did offer you a $50 USD hotel voucher towards a future reservation on behalf of HotelPlanner and it is confirmed that the voucher was accepted and sent to you via email.
Regards,
HotelPlanner Management Team
”