HotelPlanner.com

Room and staff were great. Breakfast was delicious! However when I called ahead to ask if a coffee maker and a mini frig were in the room and she said it was a pot (it was an individual maker) and told no mini frig (and there was a frig).

I am traveling across country and have stayed in several 2 and 2.5 motel rooms during the past two weeks. The rooms were clean and well-maintained….they certainly deserved much better ratings. The young man I spoke with on the telephone, Joao, was very polite, personable and professional. The lady at the front desk was also very personable and professional. I elected to book a room for two nights, through Priceline, as I was able to purchase 2 nights for only $130.42. I chose One Life because it was a Christian facility….my mistake. The parking lot was very dirty and had homeless or people of very meager means. The outside smells dirty and reeks of stale cigarettes/smoke, the garbage cans are full/overflowing and the ground was littered with cigarettes& paper. There is no continental breakfast and no coffee maker in the room. I had a great deal of difficulty getting the card to open my door. The doors and door-frames were very poorly painted and chipped or marred. Part of my room was laminated but the bathroom and the other half of my room has a disgusting, cheap looking linoleum material. The refrigerator appears to be new and works well but is larger than necessary and is not cleaned/washed on the outside. The liner around the bath looks cheap and is not attractive. The bathroom counter is paint stained and does not feel clean. The chairs at the dinette are obviously new, as the plastic is still on the legs but they feel cheap and unattractive. I am very disappointed in the lack of quality and cleanliness of my room, inside and out. I very much regret having reserved for two nights. I have taken several pictures and will attempt to include them with this text.

I spoke with Louisa on this day. She was s very helpful and pleasant to talk with. Louisa advised me to call back if I do not receive the remaining balance within 7-10 days from purchase. I rate my conversation a 5, but hard to rate the business until I receive the balance. I am still waiting on a full refund. Partial refund has been received. Balanced if $156.40 is pending.

My experience has been beyond frustrating. My original reservation was canceled by the hotel but I wasn't notified until I called the hotel to confirm my reservation, and was told I no longer had a reservation. I called Hotel Planner and on their automated line it was confirmed I had no reservation yet my card was still billed. I spoke with a customer service rep who called the hotel, confirmed the hotel canceled the reservation, and my refund request was submitted and I was told it could take up to 10 business days for the refund to be applied back to my card. It is now day 13 and still no refund. I have made phone calls every day since day 10, and the consistent response from Hotel Planner was that my request was being e-mailed to the Manager Team and I would hear from that team. I have not had a phone call, an e-mail, or a text message from that team. I've had to pay my credit card bill because my bill was due, even though my refund should have been applied back to my card before it was due. The customer service representatives have been pleasant as I understand this is not their fault. But from a management perspective and their willingness to provide customer service, it's been frustrating and non-existent. I have maybe written 5 reviews in my entire life but I'm frustrated enough about this situation that I felt I need to write one. There has also been zero offers to provide any additional compensation to make up for the time and energy I must keep putting into this to make sure the situation is resolved. Extremely disappointed in the customer service and would give zero stars if possible. Update 1/23/25: I emailed Melanie 5 days ago based on her request, due to my review. I’ve had no response and once again I’ve been the one to follow up with this company. After reading additional reviews I see she has the same canned response “..please email me directly” to anyone who has negative feedback. Customer care certainly doesn’t seem to be a priority at Hotel Planner so beware and good luck if you’ve booked with them and need assistance.

This has been a terrible experience. I have multiple calls and emails exchanged with no resolution. They don’t deny I’m entitled to a refund voucher. They just refuse to provide the voucher details so that I can utilize it. It has to be a call center. I have no idea how I wound up going through them. I thought I was speaking with the hotel desk direct. I will contacting the attorney general and the BBB tomorrow.