HotelPlanner.com review: Absolutely no customers service and cancelled my reservation without my permission ( 1 comment)

I had 3 reservations with hotelplanner.com for a volleyball tournament. It was part of the stay and play. So the idea was that several player families would use the reservations and I would use one of the three. As we got closer, it turned out that no one wanted the other 2 reservations. I went to my email and clicked on cancel reservation for the two hotels I was not going to use. I had three different hotels booked and three different itinerary/reservation numbers. The cancelation button was not working. I then opened up a chat. The chat function was not working so it sent it to an email. They never responded. I then called customer service and their agents kept disconnecting me. It became clear that their phone system was glitching. I called back and used their AI. I verbally gave them the itinerary number for the hotels I wanted to cancel. It repeated the hotel name which was correct and asked if I wanted to cancel. I said yes. It cancelled the hotel I wanted to keep the reservation for and not the one I just told it to cancel and that it confirmed back to me it was going to cancel. WTF? When I finally got a representative on the line long enough they said they could not reinstate my reservation because I got my service fee returned and it was no longer their concern. It was their fault the wrong reservation was cancelled. They would not help me and Reno was sold out for this volleyball tournament. They refused to get me a supervisor or have one call me back. It turns out when I called the organization putting on the tournament that they have been having all sorts of problems with hotelplanner's AI cancelling the wrong reservations. So hotelplanner knows this is occurring and they are not taking ownership of this. I then found out that they used Expedia to book my reservation and expedia would not want this bad wrap because I have booked through expedia before and they have better customer service. Well after 4 hours of making calls. The reservation manager at the hotel that hotelplanner cancelled my reservation at reinstated my reservation an honored the price. the current price is 4 x what I had booked it at 5 months ago. Now that is customer service. Shout out to plaza resort club in Reno. DO NOT EVER use hotelplanner if you want to have a secure reservation. Would have given them 0 stars