HotelPlanner

This group is willing to pay Google a more than anyone else, so their search result shows up first, even ahead of the actual hotel one is searching for. People call thinking they are talking to the hotel, then make a reservation. Everything can go downhill from there, credit card is charged immediately, and their reservation service fee is added. Once arriving at the hotel staff explained they have so many problems with these types of services, leaving them in a position of trying to resolve problems they did not create. They suggested to me I should never use this service, or any service similar to this again. The reservation was sent in based on old prices that are no longer valid, then HotelPlanner sends the hotel a purchase order made out for far less than that, because they also want to keep part of the hotel rental rate for themselves in addition to their service fees. Stiff the hotel owner, force them to accept a very low payment without any agreement in place, HotelPlanner does not care. Obviously, the hotel refused to accept the reservation and payment, and refused to provide a room, even though HotelPlanner keeps saying it's confirmed. Then it's impossible to cancel through HotelPlanner, because it was recorded in their system as non refundable. All attempts to communicate with HotelPlanner are then refused, despite being given a few case numbers. 300 $cdn has evaporated, non recoverable, when a reservation was not even obtained. It's a business that revolves around deceptive communication, refusals to communicate, and outright scamming. Itinerary No. H******* Confirmation: *******459

Another thing to learn from this is to no longer trust Google search results. Any business that shows up high in a Google search must have paid an extremely high fee, and will have to be overcharging or providing a lower standard of service to make up for that. No longer will I trust any business that pays these high fees to Google.

I sent a final request message, before pursuing a way to escalate this. To my surprise they sent a new voucher to replace the refused voucher. However, the vouchers they have sent have a spelling mistake in the name that will probably prevent the voucher from being accepted by a hotel. So far they have not acknowledged or responded to my requests to correct the spelling. Although I have a voucher again, it's probably useless. If I try to use it and it's refused due to name not matching, then I will once again be told that the booking was non refundable. Argh.

Rating Hotel Planner a 1 star is superior compared to how they actually are. My regret is that I didn't read the reviews and trusted the source. I have sent numerous emails and made several calls and ONLY response, asking for the Itinerary number H******* which they had on the complaint and was given each email and phone call, and telling me about how they only refunded $72.71 out of $285.10. Even after I informed them of the number again, NO RESPONSE. Clearly charging my AMEX for a stay night dated 4/15/2022 when reservation was for July 30,2022, should be considered fraud. It all started due to me calling on 4/15/22 assuming I was calling Doubletree Reservations at the actual hotel but when I asked if this was the actual hotel, I was informed I was speaking to Hotel Planner. I informed the representative I was not familiar with their service, and she stated Hotel Planner was the booking agent for Doubletree with Doubletree directing to Hotel Planner. Itinerary # H*******. 4/15/2022, Payment processed $285.70 AMEX 4/16/2022. Hotel Planner charged as a hotel stay for 4/15/22, NOT 7/30/22. Rep did not inform me that the room would be charged immediately. Cancelled reservation through Doubletree website 7/24/22, daughter having surgery offered documentation validating surgery and met deadline of 7/29. Cancellation conf. # *******. No instructions/guidance to contact Hotel Planner. 7/30/2022 received text as Doubletree by Hilton with reminder to check in. Immediately called the number given on the text, *******163 which was Hotel Planner. Spoke to three representatives and have given their names to the support department to verify. First call 7/30/22 12:04PM, rep. Very rude. Stated that I was required to cancel the room through Hotel Planner. I informed the rep. That there was no direction, guidance or information received regarding a cancellation. Her immediate response, and I quote. "It's obvious that you have to cancel w/Hotel Planner". The other three, 7/30,8/4 and 8/8 stated they would have a supervisor contact me and that I would receive a full refund. Hotel Planner charged me for not contacting their site $212, refunded $72.71. I asked for a cancellation policy. And no one could find anything until the email I received on 8/8/2022 which was an insert as Questions and Answers and made no sense at all. Most important this should have been received prior. I've contacted Legal, Support and still do NOT have RESOLUTION. This should be considered fraud for charging a different stay date.