Independent profile — not affiliated with HotelPlanner
HotelPlanner
HotelPlanner.com is a hotel-booking site that its Terms say is owned and operated by Reservations Group, LLC of Palm Beach Gardens, Florida. Bookings are governed by the cancellation policy of the rate bought; the Terms include a 3 percent fee clause for cancelled non-refundable bookings and describe bundled Global Privileges trial membership costs. BBB and Trustpilot figures, a 2026 Washington Attorney General settlement with companies named Lexyl Technologies, LLC and Bookonline.com, LLC, and a private class action against Lexyl Travel Technologies, LLC (a name Florida lists in the name history of Reservations Group, LLC) are summarised below.
Complaints & Reviews on USAComplaints
USAComplaints currently maintains 7 historical complaints about HotelPlanner, published between 2009 and 2012. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Contacts
- Official website: https://www.hotelplanner.com/
- Support (Contact Us page, individual reservations): +1 (800) 497-2175
- New reservations (Contact Us page): +1 (888) 268-8353
- Worldwide (Contact Us page): +44 (0)203 564 5236
- BBB-listed phone: (866) 684-9824
- Customer service email (Terms of Use): [email protected]
- View/Cancel Reservation page: https://www.hotelplanner.com/Res/
- Global Privileges membership site: https://www.globalprivileges.com/
- Global Privileges support (GP site footer): +1 (833) 693-3033
Locations
| Type | Address |
|---|---|
| Headquarters | 11780 U.S. Highway One, Suite N600 Palm Beach Gardens FL 33408 |
Cancellations, refunds, charges and contacts: HotelPlanner's own routes
HotelPlanner.com is a hotel-booking website. Its Terms of Use (displayed as 'last updated: 08/11/2026', opened 2026-10-12) say the site is 'owned and operated by Reservations Group, LLC' and that 'For individual bookings ResGroup does not act as a marketplace. Reservations of 9 rooms per night or less are serviced through an API connection with online travel agency partners.' The Terms also say that by booking you 'accept and agree to the relevant cancellation policy of that Supplier' and that the policy of each reservation 'is made available on our website', so the policy shown for your specific rate at booking is the one that applies.
Cancel or change a booking. The site's 'View/Cancel Reservation' page asks for the itinerary or confirmation number plus the email or phone used. The cancellation dialog on that page contains conditional messages, including that a non-refundable reservation may be offered a hotel voucher 'instead of a cash refund' and that covered cancellations may use a 'refund protection request'. Which of these appears depends on the rate you bought.
Non-refundable bookings. Terms section 25 says: 'If such reservations cancelled are non-refundable bookings, ResGroup will honor your request for a refund if full waiver is obtained, but reserves the right to charge you 3% transaction fee for the cancelled reservations.'
Check the charges on your confirmation. Terms section 24 says every reservation 'includes ResGroup's booking support services and many include a trial membership in its loyalty program, Global Privileges' as 'Packaged Bundled Costs', described as 'a mandatory charge retained by ResGroup' that is 'included in the total price displayed to you before you submit your reservation request'. Section 23 adds: 'All prepaid hotel bookings staying at accommodations in the United States of America are purchased as part of a package with the Global Privileges club.' The Global Privileges site says a trial membership given with a prepaid booking is free, and that 'there are no charges or automatic renewals' when the trial expires; paid plans (Classic, Plus, Premium) are separate and 'monthly or annual membership fees auto-renew unless you cancel'. If you see a repeat charge, compare it with your confirmation and the Global Privileges subscription terms (last updated April 5, 2024). Those terms say you may cancel a paid subscription 'by signing into your account', and the Global Privileges site footer lists 1-833-693-3033 (listed on the Global Privileges site, separate from the HotelPlanner numbers above).
Reach a person. The Contact Us page lists '+1-800-497-2175 (Support)' and '+(888) 268-8353 (New Reservations)'. Terms section 28 says 'cancellations, refund requests, complaints, and dispute resolution will have human agent access' between 8:00 AM and 10:00 PM Eastern Time, Monday through Sunday, that outside those hours you may email [email protected], and that 'a human agent will respond within one (1) business day'. Keep your confirmation number, the date and time of each call or chat, and the agent's name or ticket number.
If the hotel and the booking site disagree. Your reservation record is the confirmation HotelPlanner emailed; ask the hotel to confirm the reservation under that number before travel. Terms section 20 asks customers to 'call ResGroup prior to disputing a charge with your credit card company' and says ResGroup 'retains the right to dispute any chargeback that it believes is improper'; a card dispute with your issuer is a separate right and is not removed by that sentence.
Outside complaint routes. The Terms say Reservations Group, LLC is registered with the State of Florida as a Seller of Travel (registration ST39035, company statement); the Florida Department of Agriculture and Consumer Services site lists a consumer helpline, 1-800-HELP-FLA (1-800-435-7352). The FTC's ReportFraud site (reportfraud.ftc.gov) says it takes reports about fraud and 'bad business practices'. BBB accepts complaints on the profile listed in the complaint-record section below.
Regulator actions and investigations
Washington Attorney General, Assurance of Discontinuance (July 31, 2026). The Washington State Attorney General's office announced a settlement with Lexyl Technologies, LLC and Bookonline.com, LLC (King County Superior Court, No. 26-2-24796-0 SEA). The Assurance of Discontinuance dated July 31, 2026 (as published by the Attorney General) says the State alleged that, from November 2023 through March 2025, the respondents added a 'refund protection service via a pre-checked box' on hotel-booking pages of Hotel-rates.com, Room77.com, HotelGuides.com and Bookonline.com, and that the box was 'in light grey font' and not 'clear and conspicuous'. Respondents agreed to pay $754,229 in restitution to Washington consumers and to disclose negative-option features clearly. The Assurance also states: 'Respondents deny they have engaged in unfair or deceptive acts or practices, violated the Consumer Protection Act or violated ROSCA.' The Attorney General's release headline calls it a '$750K settlement'. The release says 'More than 12,000 Washington consumers will receive refunds', that 'Within 90 days after the filing of this settlement, the companies will send refund checks', and that the envelope containing the refund check 'will say “IMPORTANT NOTICE REGARDING REFUND.”'
Scope and relationship. Neither the Assurance nor the Attorney General's release names HotelPlanner.com or Reservations Group, LLC. BBB displays the matter on its HotelPlanner.com profile as a 'Government Action' ('In re: LEXYL TECHNOLOGIES, LLC, and BOOKONLINE.COM, LLC', as of July 31, 2026). The Florida Division of Corporations lists Lexyl Travel Technologies, LLC as a name-history entry under the same document number as Reservations Group, LLC (see company background). The Washington respondent is named 'Lexyl Technologies, LLC' without a state or address; a Sunbiz name search for 'LEXYL' on 2026-10-12 listed no entity with that exact name, and the sources checked on 2026-10-12 do not identify that entity's state of formation or its relationship to Reservations Group, LLC. For that reason this page does not describe the Washington order as an action against HotelPlanner.com or Reservations Group, LLC. A 2022 SEC proxy statement lists 'www.hotels-rates.com' among websites operated by 'Lexyl Travel Technologies, LLC d/b/a HotelPlanner.com' (company statement); the Assurance names 'Hotel-rates.com'; the spellings differ and this page does not treat them as the same site.
No other regulator action naming HotelPlanner.com or Reservations Group, LLC was identified in the sources checked on 2026-10-12 (the BBB profile's government-action notice and CourtListener searches); that is not a statement that none exists.
Who operates HotelPlanner
The Terms of Use and Privacy Policy name Reservations Group, LLC ('ResGroup') as owner and operator of HotelPlanner.com, with a mailing address at 11780 U.S. Highway One, Suite N600, Palm Beach Gardens, FL 33408. The Terms add that 'Reservations Group, LLC dba reservations.com is registered with the State of Florida as a Seller of Travel. Registration No. ST39035.' The 'About Us' page says HotelPlanner was 'Founded in 2003' and describes itself as a 'travel technology company' serving 'individual, group and corporate travel bookings' (company statements). BBB's page data shows the business started and incorporated on 2003-09-22 and lists alternate names Reservations.com, Eventsquid and Reservations Group LLC.
Registered name. The Florida Division of Corporations (Sunbiz) shows RESERVATIONS GROUP, LLC under document number L10000132401 (effective date 06/14/2010, status ACTIVE, principal address 11780 US Highway 1, Suite N600, Palm Beach Gardens, FL 33408, manager HP MANAGEMENT VENTURES, LLC) with a last event 'LC NAME CHANGE' filed 07/20/2026. A Sunbiz search for 'LEXYL' lists LEXYL TRAVEL TECHNOLOGIES, LLC under the same document number with the status 'NAME HS' (name history). A 2022 SEC proxy statement (Astrea Acquisition Corp., dated January 27, 2022) describes 'Lexyl Travel Technologies, LLC d/b/a HotelPlanner.com' as formed under Florida law on June 14, 2010. Court captions in the court record below use the Lexyl Travel Technologies name; Sunbiz does not state what the earlier name was used for.
The Terms describe two ways of working: the site 'acts as a middleware' for hotels and vendors selling group rooms, and, for individual bookings of nine rooms per night or fewer, reservations are 'serviced through an API connection with online travel agency partners' and 'third party distribution channels'. The hotel stay itself is provided by the hotel; the Terms say hoteliers are 'independent contractors'.
Global Privileges. Global Privileges is described on its site as 'HotelPlanner's subscription membership program' with Classic ($5.99/month or $60 annually), Plus ($9.99/month or $100 annually) and Premium ($59.99/month or $500 annually) tiers as displayed on 2026-10-12. Its subscription terms are 'between you and Reservations Group, LLC' (using the short name 'Lexyl') and say: 'If you cancel your subscription within ninety 90 days following your Initial Payment Date ... of your annual subscription fee or within ten 10 days following your Initial Payment Date ... of your monthly subscription fee, you are eligible for a refund'.
Automated assistance. Terms section 28 says the site may use AI-powered chatbots and voice representatives and that users will be told when they are interacting with an AI system and may ask for a human agent.
Complaint and review record (as displayed 2026-10-12)
BBB. The BBB profile for HotelPlanner.com (North Palm Beach, FL) shows 'BBB Accredited Business' with an A+ rating. Its complaints tab displays '1,432 total complaints in the last 3 years' and '416 complaints filed in the last 12 months'. Its reviews tab displays '4.24 /5 stars' as an 'Average of 3,841 Customer Reviews'. BBB's page data gives accreditation since 2015-06-15 and a file opened 2011-08-18. BBB notes that the complaint text displayed may not represent all complaints and that the company's size and volume of transactions should be considered.
Trustpilot. The Trustpilot page for HotelPlanner.com shows 10,646 reviews with a displayed score of 4.2, a claimed profile (July 2018) and a paid Trustpilot subscription. Trustpilot's page says it does not verify specific claims because 'reviewers' opinions are their own'.
These figures come from different platforms with different methods and are not combined here. They are snapshots as displayed on 2026-10-12.
Complaints in the usacomplaints.com archive. Three approved complaints from 2009 and 2012 name HotelPlanner.com as the offender. They describe, in the authors' words: a booking that the author says showed as cancelled without the author cancelling it and was refused a refund as non-refundable (2009); a confirmation the author says the hotel did not recognise, with no supervisor call-back (2012); and a room that did not match its description with the site not offering a remedy (2012). These are individual accounts, unverified by us and not representative of current practice. Other archive posts mention HotelPlanner as the channel through which a hotel was booked, but the hotel is the subject and they are not linked here. Two 2009 posts concern job-offer emails that used the name 'Lexyl Travel Technologies'; one author says Lexyl told them the sender was not affiliated with it. They are not complaints about HotelPlanner's booking service.
Court record
Canteenwalla v. Lexyl Travel Technologies, LLC (S.D. Fla., No. 9:25-cv-80007) is a putative consumer class action filed January 2, 2025. The complaint alleges that a travel-insurance or 'refund protection' fee was added to hotel bookings through an 'Upgraded Experience' box on booking pages, with the opt-out in grey text, and asserts claims under the Florida Deceptive and Unfair Trade Practices Act, the New York deceptive-practices statute, Florida's seller-of-travel statute, federal regulations and unjust enrichment. The complaint says the plaintiffs' own bookings were made on bookonline.com (December 22, 2024) and hotels-rates.com (December 19, 2024), and lists hotelplanner.com among the websites it says the defendant operates. These are the plaintiffs' allegations.
Docket as listed on CourtListener (last known filing July 31, 2025): an order signed February 18, 2025 (listed on CourtListener on February 19, 2025) is a scheduling order and an order referring the case to a magistrate judge, listed as 'Case Referred to Mediation', and Justia's copy of it sets a jury trial for April 20, 2026; a motion to dismiss was filed on February 27, 2025; plaintiffs moved for class certification on May 15, 2025; an order on the motions to dismiss was entered May 23, 2025; the defendant's answer was filed June 5, 2025; and on July 31, 2025 the court entered orders on a motion for leave to file, a motion for summary judgment and a motion to certify the class. The texts of those orders were not available in the sources opened (the CourtListener document links returned HTTP 404 on 2026-10-12), and CourtListener's copy of the docket ends with entry 73; later activity, including anything at or after the April 2026 trial setting, was not available in the free sources checked on 2026-10-12 (PACER was not consulted). This page therefore does not state how the motions were decided or whether the case is still pending.
Related record. CourtListener also lists a Delaware bankruptcy-court docket (No. 26-00146, filed March 3, 2026) captioned 'LEXYL TRAVEL TECHNOLOGIES LLC DBA HOTELPLANNER COM'; CourtListener shows a date of last known filing of July 19, 2026. The four entries listed there are electronic-noticing orders (March 3 and July 16, 2026) and certificates of mailing (March 6 and July 19, 2026), and they do not state the nature of the proceeding. The caption uses the name that Sunbiz lists as a name-history entry under the same document number as Reservations Group, LLC (see company background).
Is HotelPlanner Legitimate?
HotelPlanner.com's Terms of Use say the site is owned and operated by Reservations Group, LLC, give a Palm Beach Gardens, Florida address, and list a Florida Seller of Travel registration number (ST39035). BBB shows the HotelPlanner.com file as accredited with an A+ rating, together with 1,432 complaints in the last three years, and Trustpilot shows 10,646 reviews (figures as displayed on 2026-10-12; see the complaint-record section).
The public record also includes a Washington Attorney General Assurance of Discontinuance (July 31, 2026) with Lexyl Technologies, LLC and Bookonline.com, LLC, in which the respondents deny wrongdoing and which does not name HotelPlanner.com; the sources checked on 2026-10-12 do not identify how Lexyl Technologies, LLC relates to Reservations Group, LLC. It also includes a private class action, Canteenwalla v. Lexyl Travel Technologies, LLC, whose defendant name Florida lists as a name-history entry under the same document number as Reservations Group, LLC; the free docket sources checked do not show how that case ended. Each of those documents contains allegations or agreed terms, not findings about HotelPlanner.com. Readers deciding whether to book should read the cancellation policy displayed for the specific rate, review the itemised charges on the confirmation, and keep the confirmation number.
Court & Public Records
| Case | Authority | Dates | Type | Outcome | Source |
|---|---|---|---|---|---|
| Canteenwalla v. Lexyl Travel Technologies, LLC Docket 9:25-cv-80007 | U.S. District Court, Southern District of Florida | Filed | Filed — no final outcome recorded Putative consumer class action alleging that a travel-insurance or 'refund protection' fee was added to hotel bookings through a pre-checked 'Upgraded Experience' box; claims under the Florida Deceptive and Unfair Trade Practices Act, New York General Business Law section 349, Florida's seller-of-travel statute, federal regulations and unjust enrichment. The complaint lists hotelplanner.com among the websites it says the defendant operates; the named plaintiffs' bookings were on bookonline.com and hotels-rates.com. The CourtListener docket lists a motion to dismiss (filed February 27, 2025), an order on motions to dismiss (May 23, 2025), the defendant's answer (June 5, 2025), and on July 31, 2025 orders on a motion for leave to file, a motion for summary judgment and a motion to certify the class; the texts of those orders were not available, and CourtListener's copy of the docket ends with entry 73 (July 31, 2025). A February 2025 scheduling order set a jury trial for April 20, 2026; later activity was not available in the free sources checked on 2026-10-12 (PACER not consulted), so the outcome and current status are not stated here. The defendant name is listed by Florida Sunbiz as a name-history entry under the same document number as Reservations Group, LLC. | Source |
Company Relationships
- Formerly known as: Lexyl Travel Technologies, LLC
Frequently Asked Questions
Which company operates HotelPlanner.com?
The Terms of Use say 'The site is owned and operated by Reservations Group, LLC, who we refer to as HotelPlanner.com', with a mailing address at 11780 U.S. Highway One, Suite N600, Palm Beach Gardens, FL 33408. The Terms add that 'Reservations Group, LLC dba reservations.com is registered with the State of Florida as a Seller of Travel. Registration No. ST39035' (company statements). The Florida Division of Corporations lists Reservations Group, LLC (document number L10000132401) with a name change filed 07/20/2026 and lists Lexyl Travel Technologies, LLC under the same document number as a name-history entry.
How do I cancel a HotelPlanner reservation?
The site has a 'View/Cancel Reservation' page that asks for the itinerary or confirmation number and the email or phone used. The Terms say each reservation's cancellation policy 'is made available on our website' and that you accept the supplier's cancellation policy by booking. Refund eligibility depends on the rate: the cancel dialog contains messages such as a hotel voucher offered 'instead of a cash refund' for non-refundable reservations.
Is there a fee to cancel a non-refundable HotelPlanner booking?
Terms section 25 says: 'If such reservations cancelled are non-refundable bookings, ResGroup will honor your request for a refund if full waiver is obtained, but reserves the right to charge you 3% transaction fee for the cancelled reservations.' It also says you agree 'to be bound by the cancellation terms imposed by each reservation'.
What is the Global Privileges charge or membership on a HotelPlanner booking?
Terms section 24 says every reservation includes 'booking support services' and many include 'a trial membership in its loyalty program, Global Privileges' as 'Packaged Bundled Costs', which are 'included in the total price displayed' before you submit the booking. The Global Privileges site says a trial given with a prepaid booking is free and that when it expires 'there will be no charges or automatic renewals'; paid Classic, Plus and Premium plans are separate and 'auto-renew unless you cancel'. Its subscription terms say that if you cancel 'within ninety 90 days' of the initial payment date of an annual fee, or 'within ten 10 days' for a monthly fee, 'you are eligible for a refund'.
How do I contact HotelPlanner customer service?
The Contact Us page lists '+1-800-497-2175 (Support)' and '+(888) 268-8353 (New Reservations)' for individual reservations, plus a live chat and message form. Terms section 28 says human agents handle cancellations, refund requests and complaints between 8:00 AM and 10:00 PM Eastern Time, Monday through Sunday, and that outside those hours emailing [email protected] gets a human response 'within one (1) business day'.
What does HotelPlanner say about credit card chargebacks?
Terms section 20 says: 'we encourage you to call ResGroup prior to disputing a charge with your credit card company', that ResGroup 'retains the right to dispute any chargeback that it believes is improper', and that it may cancel a travel reservation in the event of a chargeback. It lists scenarios it treats as improper, including chargebacks 'resulting from non-cancellable reservations in the event that ResGroup or the Supplier cannot provide a refund'.
Does HotelPlanner use AI agents for customer service?
Terms section 28 says the site may use AI-powered voice representatives, chatbots and virtual assistants, that users will be told when they are interacting with an AI system, and that a user may request a human agent. It says cancellations, refund requests, complaints and dispute resolution will have human-agent access during business hours (8:00 AM to 10:00 PM Eastern Time).
Have regulators or courts taken action involving HotelPlanner?
A Washington Attorney General Assurance of Discontinuance dated July 31, 2026 resolves allegations against Lexyl Technologies, LLC and Bookonline.com, LLC about a pre-checked 'refund protection' fee on four other booking websites; it does not name HotelPlanner.com, the respondents deny wrongdoing, and the sources checked on 2026-10-12 do not identify how Lexyl Technologies, LLC relates to Reservations Group, LLC. A private class action, Canteenwalla v. Lexyl Travel Technologies, LLC (S.D. Fla., filed January 2, 2025; Florida lists that name as a name-history entry under the same document number as Reservations Group, LLC), lists hotelplanner.com among sites the complaint says the defendant operates; its plaintiffs' bookings were on other sites, and the free docket sources checked do not show how it ended. See the regulator and court sections for scope and status.
What do BBB and Trustpilot show for HotelPlanner?
Both platforms list HotelPlanner.com. BBB shows an accredited file with an A+ rating and a complaints count; Trustpilot shows a review count and score for a claimed profile with a paid subscription. The figures as displayed on 2026-10-12 are given in the complaint-record section; they come from different methods and are not combined.