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A BBB Accredited Business since
BBB has determined that Reserve Direct meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Type of Entity
Business ManagementMegan Aguilar, Operations Manager Mr. John Johnson, President
Travel Agencies & Bureaus
Alternate Business NamesReserve America LLC Reserve Branson Reserve Destin Reserve Gatlinburg Reserve Hawaii Reserve Myrtle Beach Reserve New York City Reserve Orlando Reserve Panama City Beach Reserve Pigeon Forge Reserve San Diego Reserve St. Augustine Reserve Williamsburg
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: I contacted reserve direct to cancel 1 of the 4 tickets I previously purchased because my brother in law was in a car accident and can no longer join us on our family vacation. Reserve directs customer service rep states I cannot cancel 1 ticket I must cancel the entire order and coincidentally the price I purchased my tickets at (50.00) is no longer available so I will be charged $69.00 for the 3 tickets I need. The rep discussed this with a "manager" as the validity of this procedure was obviously incorrect but unbelievably the rep is correct and they cannot cancel my 1 ticket they must cancel entire order and have to charge me $19.00 more than I originally paid for each ticket. I thoroughly reviewed the cancellation policy and no where does it indicate any of this. If this was the case I would not have purchased tickets from Reserve Direct. This seems malicious and this should be explained in their cancellation policy so customers can make an informed decision whether or not to proceed with purchase. I will never purchase anything from these crooks again!
Desired Settlement: I just want my 1 ticket cancelled and refunded, I do not want to be charged more than I already paid.
At the time of purchase, the guest ordered a ticket type that was only being offered for a limited time through June 30th, per our contract with the supplier, to attend SeaWorld for dates in July. By booking this reservation, he locked in the special ticketed price, was given his tickets and a cancelation policy of July 21st. When he contacted us on 7/16, we advised him that he could cancel the reservation to receive a full refund, but this would cancel the reservation entirely and any rates locked in would be lost. On 7/19, the guest requested to cancel and a full refund has already been issued back to his original form of payment.
Problems with Product/Service
Read Complaint Details
Complaint: Reserved room on Oct.28 at 11:00pm.Called Reserve Direct on Oct.29 at 1:00pm to cancel reservation and they would not do so. They have been very unprofessional to deal with. I am a business owner my self and don't see how someone can operate a business when they treat people the way they do.I would not recommend anyone to uses these people.
Desired Settlement: I would like a refund,and for the company to be specific with consumers on their reservations instead of assuming they know their policies.
Business Response: Contact Name and Title: **** *******, President Contact Phone: XXX-XXX-XXXX Contact Email: ****@reservedirect.com Please understand reservation policies are set by the products we sell. In this case, the hotel enforces a 3 day cancellation. The guest made reservations inside this time frame, was advised at the time of reservation as well noting it in their confirmation. Despite the policy, we still will make an attempt on behalf of the customer to contact the hotel to advocate for a compromise to the policy, however, the hotel did not allow it. Had we canceled the reservation, our company would have had to eat the cost of the stay on behalf of the guest. It is unfortunate. It's our goal to provide reservation services that make the most of vacations, including saving money with better prices and offering the best possible policies. We'd be happy to assist the guest in any way possible, however we are unable to take on costs as a facilitator.
Customer Reviews Summary