I received poor customer service. I booked a room through The Knot as a guest at a wedding and wanted to modify my reservation. The Knot uses a company called Hotel Planner for their bookings. I never received a confirmation of booking or an itinerary after I originally booked the room so I had to call to even confirm I had booked successfully and to get my itinerary number. The room was marketed clearly stating that there is FREE cancellation, it's the only reason I booked with them. However, when they finally gave me my itinerary it said non-refundable. I have not been able to contact a useful person who has any information to help me, everyone I talk to is just playing dumb. Be careful, if you finally get someone to talk to they will say they are going to forward you to the customer service line and either they just hang up or send you back to the automated voice at the beginning. Additionally they wouldn't allow me to change the type of room from a single King to 2 Queens despite the room rate being the same. The room rate is also $20/night more expensive when booking through The Knot compared to booking directly with the hotel. I thought I was getting some kind of discounted wedding party rate but clearly I should have shopped around.UPDATE:After I left this review I did have someone from HotelPlanner contact me to sort out a refund. I appreciate that The Knot contacted them for me to sort it out but I wish it hadn't required a bad review to finally get some assistance. Happy with the outcome but the experience was still poor. Review updated from 1 star to 2 stars.
