HotelPlanner is a travel technology company that combines proprietary AI/machine learning capabilities and a 24/7 global customer service network to seamlessly serve all traveler hotel needs from a single platform. HotelPlanner is a provider of individual, group and corporate travel bookings, specializing in unique “Closed User Group” discount rates.
Written by the business, not verified by us.HotelPlanner.com (www.hotelplanner.com) has a 4.3 out of 5 rating on OK.one, based on 202 user reviews collected here. It is listed under Travel & Vacation and its reputation is good. 82% of reviews are 4 stars or higher and 15% are 1 star; The business has replied to 100% of negative reviews; Reviews mostly discuss Customer service, Price. Last updated 2026-08-12.
Reviewers had a great experience with this company, often noting the truly exceptional support provided by the team. Customers frequently praise the staff members for being exceptionally polite, helpful, and patient when assisting with various hotel bookings. Reviewers really appreciate how quickly agents answer phone calls and make the entire reservation process completely smooth and stress-free. However, some people were dissatisfied with unexpected high prices and additional fees experienced when compared to booking directly with the hotels. A few other consumers also felt that strict cancellation policies and unexpected billing charges created significant frustration during their overall experience.
Auto-generated from all reviews of this business. For reference only.Very helpful and explained and answered all questions. In addition, very polite!
We’re so happy to hear from you! We take pride in our customer service, and it's always rewarding to know we've hit the mark. Thank you for choosing HotelPlanner, we hope you keep us in mind for your future travel needs! Kindly, Briana S.
Thank you for your feedback. Providing exceptional customer service is at the core of what we do, and it's wonderful to hear that you had a positive experience with us. Thank you for allowing HotelPlanner to be a part of your travel plans! Kindly, Briana S.
Answered all my questions and helped me make a reservation quick and easy
Thank you for your feedback. We are glad to hear that our team was able to assist you with your booking, we are always happy to help. Thank you for allowing HotelPlanner to be a part of your travel plans! Kindly, Briana S.
Anthony did a great job. He was a big help.
Greetings, Thank you for taking the time to reach out and provide us with valuable feedback! Kindly, Melanie P.
Greetings, Thank you for taking the time to reach out and provide us with valuable feedback! Kindly, Melanie P.
I ended up with Hotel Planner as a third party booking agency when I attempted to book a room at the Marriot in Baltimore. I did not like the price of the room and cancelled the transaction immediately after completing it. I was informed on the site that my money would not be immediately refunded, but I could expect a refund within 14 days. It's been almost 4-weeks and funds my money was not refunded. I attempted to call Hotel Planner at their multitude of customer service numbers and reached an AI bot each time. In every case, the bot attempted to transfer me to customer service, or a human, the call was dropped. I finally reached a human by calling a local number in Baltimore and he attempted to transfer me to billing and once again the call was dropped. I am not convinced that Hotel Planner has a customer service department and they for sure have no intent on refunding my money. I expect a full refund, since I did not actually receive a room (never received confirmation of a room being booked or any other notification of any action being taken by Hotel Planner on my behalf). I called my credit card company and disputed the claim. In addition to not paying this bogus charge, I will communicate loudly and often about the lack of customer service that I received from Hotel Planner. If you want to resolve this issue, refund my $592.30 and we can go our separate ways.
Greetings, We’d love to help! We have searched our system, but we are having difficulty finding your reservation with the information you provided. Please provide the itinerary number for your reservation, beginning with H, along with the name, email, and phone number used to book your reservation . Feel free to contact us at [email protected]. We look forward to hearing back from you and assisting! Kindly, Melanie P.
The man I spoke with to make the reservation at the Graduate Hotel in IN spoke so fast I had to have him repeat everything. He completely rushed through the process. He put me on hold to make the reservation and then came back several minutes later and said the room was gone. He gave me another room at a cheaper rate that I don't pay until I get there. It made me very nervous so I was asking questions. I said I sent the confirmation number. I told him I received it and he said ok, letting you go now and hung up on me. Very rude. I am very nervous now that this was a scam and I won't have a room. I'm going to call again to confirm.
Greetings, Thank you for taking the time to reach out and provide us with valuable feedback! Kindly, Melanie P.
I booked this particular hotel due to having swimming pool and early breakfast, due to having a ball tournament 12U. When we got there, pool was unavailable and was told to go to the sister hotel to swim, which was all booked up as well. Never was told that a third party charges 4 times or so more than the cheaper hotels which were booked due to busy weekend in Clearfield with fair and all. Ask Manager at Hilton for a discount, due to leaky pool not in service and a senior citizen discount. I was denied. Have the nerve to have sign up that says if customer isn't happy, we arent happy. What a joke. Then ice machine on assigned floor was out of order. Greedy get greedier. Paid almost 700 for to freaken nights. Wasn't close to being worth it, not one bit. Needless to say, no room tip was given at end of stay. I sincerely hope Hilton accommodated the help, but seriously doubt it.
I’d love to help! I have searched our system but I am having a hard time finding your reservation with the information provided. Please provide me with the itinerary number beginning in H for your reservation, feel free to contact us at [email protected]. I look forward to hearing back from you and assisting! Kindly, Briana S.
Jennifer was informative and professional. She was able to answer all of my questions and was very pleasant to speak to.
Greetings, Thank you for taking the time to reach out and provide us with valuable feedback! Kindly, Melanie P.
Greetings, Thank you for taking the time to reach out and provide us with valuable feedback! Kindly, Melanie P.
She answered all my questions and made my reservation quickly.
Thank you for your feedback. Providing exceptional customer service is at the core of what we do, and it's wonderful to hear that you had a positive experience with us. Thank you for allowing HotelPlanner to be a part of your travel plans! Kindly, Briana S.
Thank you for your feedback. We are glad to hear that our team was able to assist you with your booking, we are always happy to help. Thank you for allowing HotelPlanner to be a part of your travel plans! Kindly, Briana S.
Very nice and did an excellent job booking my reservation.
Greetings, Thank you for taking the time to reach out and provide us with valuable feedback! Kindly, Melanie P.
I spoke to the agent its very happy to introduce every thing
Greetings, Thank you for taking the time to reach out and provide us with valuable feedback! Kindly, Melanie P.
I called to get an answer about whether I could get a guaranteed early check in. Marleny assured me that early check in was not a problem. I asked her again, are you positive I can get a guaranteed early check in? She said yes, confirmed not a problem. So, I paid for the reservation. Then, I got the text confirmation for the reservation and it said 3pm check in. There was no mention of early check in at 1 pm. So, I called back and spoke to someone different. That person called The Hoffman hotel directly and spoke with the front desk. The front desk stated that they couldn’t guarantee or confirm early check in and it was based entirely on availability. So, I asked for a cancellation of the room I booked a mere 2 minutes prior. I was then told that I would be subject to a $220+ cancellation fee. So, in sum, I was given 100% false information, which lead me to book a reservation. When that information turned out to be false and I tried to cancel the reservation, I was told that I would have to pay over $220 to cancel. Now I am stuck with this voucher that may, or may not, work at another hotel. This is insane and totally fraudulent behavior. I hope someone who actually cares reads this and is willing to help me out.
Greetings, We’d love to help! We have searched our system, but we are having difficulty finding your reservation with the information you provided. Please provide the itinerary number for your reservation, beginning with H. Feel free to contact us at [email protected]. We look forward to hearing back from you and assisting! Kindly, Melanie P.
Called to make reservation, spoke with Mildred, she was a delight! Looking forward to my stay.
Greetings, Thank you for taking the time to reach out and provide us with valuable feedback! Kindly, Melanie P.
very pleasant phone presence. great recommendations. very helpful
Greetings, Thank you for taking the time to reach out and provide us with valuable feedback! Kindly, Melanie P.
Excellent service. Nice to have a real person understand my needs for reservation and she was extremely helpful and cooperative.
Greetings, Thank you for taking the time to reach out and provide us with valuable feedback! Kindly, Melanie P.
Michele was a very nice, polite lady. However, she didn't seem to have a feel for what I needed. To be fair, there were glitches in communication. She at first thought I was interested in College Park, MD. I was trying to contact a specific Marriott in Frederick, MD. She quoted me a cost of $2700 for a 4 night stay and launched into a long discussion about refund restrictions that I had trouble following. She found alternatives that were in a similar range. Another glitch meant she had to send me a text to reconnect. Why she would ever think I would pay $2700 for a basic room in Frederick is beyond my understanding. I told her my expectation was that it would cost less than $1k, something she should have expected. She happily showed me an alternative that was $1k at another Marriott nearby. At this point, in spite of her professional attitude, I lost trust in her. Was she upselling me? I told her I prefered using the Marriott app since I had seen lower rates there, but she insisted she could help. I was a little confused and flustered at this point and wound up booking the room for $1k, even though it was 2 queens and not the king I wanted, but she presented this as all that was available. After the call I went to the Marriott app and found a room for $650 that was a king. I cancelled the first booking but was unsure how much would be refunded. Your robot told me there would be no additional charges. It then explained that my cancelation would not cost me anything, but I was still unsure whether I was locked in for prepaid costs, with what appeared to be double talk in the receipt. The robot was effective to a point, but still left me wondering. Overall it was a frustrating experience that left me shaking.
Hello Thomas, Thank you for reaching out and for the opportunity to review your request. We have thoroughly reviewed your case and processed a full refund. You should see the refunded amount reflected in your account shortly. If there's anything else we can assist you with, please don't hesitate to contact us at [email protected]. Thank you for your understanding and patience! Kindly, Melanie P.
The receptionist was very helpful and professional.
Greetings, Thank you for taking the time to reach out and provide us with valuable feedback! Kindly, Melanie P.
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