Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday December 14, 2024 we made restaurant reservations at ************ restaurant in Ojo Caliente NM. We have visited this resort the last few years and have had a wonderful experience. Unfortunately we were extremely disappointed and disgusted that a place that is on the higher end would have visible mousetraps in their restaurant. Visible mouse traps in a restaurant during operation is absolutely unacceptable. I have included pictures of the trap and our table was right next to it. I spoke with **** and he was no help as well. We pay a lot of money at this resort and to see snap traps with peanut butter set on a window seal that you are seating by having dinner is unthinkable.

  Business Response

  Date: 12/19/2024

  Thank you for contacting OpenTable and submitting your concern. Our support team is going to reach out to you directly using the email address youve provided here within the next 24 hours. Please let us know if there is anything else we can assist with!
  Best Regards,
  OpenTable, Inc.
  
  

• Initial Complaint

  Date:12/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I phoned *************** to make a reservation. The phone auto message said I had to make a reservation online.I entered my name, phone number and reservation time. I then received an email confirmation on my work email, which I never give out. This is a perverse theft of personal information and in no way authorized.There was no way to contact the company to complain.

  Business Response

  Date: 12/05/2024

  Thank you for contacting OpenTable and submitting your concern. Our Privacy team would like to investigate the reservation and how this happened. If you email them directly at ****************************** and provide them the reservation details, as well as the email address in question, they will investigate and respond to you with an answer as to what happened.  Please let us know if there is anything else we can assist with!
  Best Regards,
  OpenTable, Inc.
  
  

• Initial Complaint

  Date:12/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just found out by accident Opentable points expire after 3 years without any notice, disclosure or reason. This makes it impossible to reach higher level awards. OTs response is offensive, fraudulent gibberish. I never received emails indicating my points would expire: many of my points were earned during the pandemic, so cancelling them is not only offensive, but violates the **** Even if you OT could justify having points expire if someone didn't make a reservation within a certain period, there is no justification for having any points expire on an active account with a tiered reward system--this is beyond fraudulent, especially when there is no actual notice OT claims. OT not only constantly lowers the value of accrued points, it makes them effectively worthless. This has become a heinously abusive company at every level.

  Business Response

  Date: 12/05/2024

  Thank you for contacting OpenTable and submitting your concern. It looks like you have been in touch with our support team in the last few days and they have ensured that your points would not expire any time soon as well as confirmed our points policy with you. If you have any additional concerns or questions, please continue to work with our support team! They will continue to help with any needs until a resolution is reached.  Please let us know if there is anything else we can assist with!
  Best Regards,
  OpenTable, Inc.
  
  

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22639373
  
  I am rejecting this response becausse

  This is another thoroughly offensive response abdxattempt to deny liability for an illegal and fraudulent policy.
  And it's too little too late and yet more corporate double speak. I already wasted points because your agent told me he would do literally nothing, except lie that I had been sent notice and send utterly offensive gibberish.
  
  I gave you a chance to address this responsibly and you could not have been more repellant. The only reason you tried to undo your behavior is because I told you the consequences.  I'm not giving you another chance, so you'll have to deal with the complaints and legal actions.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/11/2024

  Thank you for reaching out. Please continue to work directly with our support team to find a solution or continue discussing possible resolutions regarding your points. 

  Best Regards,
  OpenTable, Inc.
  
  

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22639373
  
  I am rejecting this response because: Wow, this is not a response but it's not surprising this heinous, fraudulent company wants to hide (in violation of BBB policy that responses should be public) what it's agent said, which i to double down on its negligence, take zero responsibility for its literal fraud (e.g, claims I was notified heir points would expire), and do nothing to address what they cost me. Its bad enough they keep devaluing your vested pints--it's beyond belief they would engage in fraud in preventing you from using them, but emblematic that they would not want their handling of the matter to be public. The bets way to respond is to tell every restaurant why you won't use opetatble and cancel any reservation you make with them.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 5th of this year, I made a reservation through OpenTable at a restaurant called ***** in *************, **. I arrived to my reservation however I was wrongly charged a no show fee about a month later. Ive contacted the restaurant and they claim to have no record of my attendance. OpenTable should be responsible of reimbursing me this $70 fee for sharing my credit card information with the establishment. I would like my $70 to be paid back in full.

  Business Response

  Date: 12/04/2024

  Thank you for contacting OpenTable and submitting your concern. We have asked our support team to reach out to you regarding your reservation in order to assist with a resolution. They will be in touch via email in the next 24 hours.  Please let us know if there is anything else we can assist with!
  
  Best Regards,
  OpenTable, Inc.
  
  

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My boyfriend made a reservation for Harrys prime steakhouse in ****** for Dec 24, but he selected the date before the restaurant in the drop down menu and it automatically changed the date to the day he was making the reservation (11/20/24). He didnt realize at the time and so it made us a reservation for November 20 instead of Dec 24 and they charged us $2000mex no show fee. This is an error on the website design and we feel we should not be charged for a no show on a day we never chose for our reservation. I have tried to connect with the restaurant to explain the situation, but they had not returned my emails.

  Business Response

  Date: 11/23/2024

  Thank you for contacting OpenTable and submitting your concern. We have asked our support team to reach out to you regarding your reservation in order to assist with a resolution. They will be in touch via email in the next 24 hours.  Please let us know if there is anything else we can assist with!
  
  Best Regards,
  OpenTable, Inc.
  
  

  Customer Answer

  Date: 11/24/2024

   
  Complaint: 22593295
  
  I am rejecting this response because:
  They sent one email yesterday asking for more information and for the email address the reservation was booked under. I provided them with this information, including video proof of the error on their drop-down menu. They have not responded and it has been over 24 hours. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/03/2024

  Thank you for following up with us! It looks like our support leadership team reached out to you on the 25th to help with a resolution. If you have any further questions, please continue to work with them directly.

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked an advance hotel reservation through Open Table in early September - prior to their doing away with hotel redemptions. The reservation was fully refundable and I subsequently cancelled. The hotel redemption was 4000 Open Table points + $22.32. The $22.32 was promptly refunded to my credit card (by their travel partner) within a matter of days while the 4000 points have not been refunded to my account after about 10 attempts/correspondences requesting they be redeposited. At first they seemed very eager to follow through on promptly reimbursing the points, but subsequently went silent. This is highly unethical and needs to be corrected. What makes this situation particularly troublesome is that Ive been a loyal customer for 10+ years and even a VIP (their term) which apparently is a meaningless platitude. Id like others to be spared of my frustration and would appreciate anything that can be done to get them to reimburse the 4000 points which are rightfully mine.

  Business Response

  Date: 11/22/2024

  Thank you for contacting OpenTable and submitting your concern. We just took a look at your account and are seeing that the points have been added to your total at this time. Your total should be showing 6950 points with the return of those 4000 points. Please let us know if there is anything else we can help with!
  Best Regards,
  OpenTable, Inc.
  
  

  Customer Answer

  Date: 11/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account merge and email address change Having great difficulty merging two accounts. My original account is under an email that I no longer have any access to. I have informed the chat bot repeatedly and it continues to send codes to that email, which does me no good. I would appreciate the opportunity to speak with a person so that this matter can be resolved. I have points on the original account that Id like to retrieve.When you go to contact us, your only option is the chat bot. When you call the 800 number (which I had to ******), it says for customers, please use our online chat. Very frustrating.

  Business Response

  Date: 10/22/2024

  Thank you for contacting OpenTable and submitting your concern. Our support team has sent you a direct email so they can help with your account merge! Please respond directly to that email so they can assist. Please let us know if there is anything else we can help with!
  
  Best Regards,
  OpenTable, Inc.
  
  

• Initial Complaint

  Date:10/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Using open table I had booked a table for two at the ************ in *********. I paid $80 per person. So $160, just to hold the table. I was unable to make the reservation as the person I was going with got sick. When I made the reservations open table said no cancellations, no refunds etc. So if someone gets sick how do I cancel? What good is it gonna do? So I get an email asking why I was a no-show and asking for an explanation. So I explain the situation in a reply. Well open table sends an automated reply to me telling me they understand things happen bla bla bla then they have the nerve to tell me that no-shows are expensive and costly to their restaurants really? Im out $160, for circumstances beyond my control and you all have the nerve to scold me in an email for being a no-show. Your own policy discouraged me from trying to contact the dining establishment. You stole $160, requested and explanation AND scolded me. Thats unacceptable, Ill never use open table again. I could understand the verbal discipline if I got my money back but you literally took $160 from me to hold my table, you kept my $160, so what are you complaining about? Give me my $160 back since you complained at me.

  Business Response

  Date: 10/15/2024

  Thank you for contacting OpenTable and submitting your concern. We have asked our support team to investigate and reach out to you regarding your reservation. They will be in touch via email in the next 24 hours.  Please let us know if there is anything else we can assist with!
  
  Best Regards,
  OpenTable, Inc.
  
  

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22395522
  
  I am rejecting this response because: I paid open table, open table took my money, open table presented the cancellation policy. Open table was the facilitator of the transaction.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 10/22/2024

  Thank you for reaching out! Our support team reached out to you on the 15th via email and has not heard back from you. They would be happy to work with you to find a resolution. Please respond to them via that email and they will continue to assist!

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22395522
  
  I am rejecting this response because: open table took my money, the restaurant didnt take my money.

  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The London City Distillery refused to honour our reservation (which we made months ago), even though they contacted us two days ago to confirm the reservation (which we did).

  Business Response

  Date: 10/08/2024

  Thank you for contacting OpenTable and submitting your concern. It looks like our support team has been in touch with you regarding your reservation as of this morning, October 8th, and everything looks to be resolved. We will make sure to reach out to the restaurant’s management team here at OpenTable to ensure they are aware of the situation so it can be prevented in the future. Thank you for taking the time to let us know. Please let us know if there is anything else we can assist with!
  
  Best Regards,
  OpenTable, Inc.
  
  

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My friend purchased a $75 Gift Card from OpenTable (OT) on Dec 16, 2017. I tried to use the ** today, as there's no expiration limits on **'s in **********, and apparently OT no longer uses the ** service as of July of 2023, so they had me call ********************* I spoke to them and they tried to assist me but when they couldn't, they got frustrated and would disconnect/hang up on me. Hoping it was a connection issue, I called back 3 times, all ending up in a disconnected call. I then tried OpenTable's chat service as they should be the responsible ones for services/programs they offer on their site. They instead kept referring me to Akimbo and a government "unclaimed gift card" site; ***********************************. I was in chat with OT and they told me to hold to see what they could do and ultimately disconnected my chat also. I received an email from ****** from their Leadership team apologizing for the disconnect and saying they couldn't do anything for me; no compensation. The email ends with, "Let us know if we can help with anything else", so I tried to email them back but the email just bounced. At ****** I didn't get the name of the three people I spoke ***** OT, I spoke to **** on 10/1/24, starting at 3:22pm PT.

  Business Response

  Date: 10/03/2024

  Thank you for contacting OpenTable and submitting your concern. It looks like our support leadership team reached out to you on October 1st regarding this situation and asked a couple follow up questions so they can assist in reaching a resolution but they havent received a response. If you respond directly to that supervisors email, they will continue to work with you! That email came from ****** around 5:10pm mst! Please let us know if there is anything else we can help with. 
  Best Regards,
  OpenTable, Inc.
  
  

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22367392
  
  I am rejecting this response because:

  I replied to the email but the email bounced back, as described in my original statement. I replied with:

  Hi There, 

  I replied to ****** but the email bounced. I replied with the following: 

  Hi ******,
  
  I never received any emails. Is there any compensation you can provide as I'm now out $75, the value of the Gift Card. 
  
  *****

  Business Response

  Date: 10/08/2024

  We just took a look at the correspondence and it looks like you were able to get through and have been working with our support team since we last wrote to you and since you responded to us here. Please continue to work with that team as needed to reach a solution as they will be best suited to assist!

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22367392
  
  I am rejecting this response because: They are giving me multiple dates of usage when they stated they are not able to see such information, and the dates given are after the dates when they say the program was stopped, so that would be impossible. I feel they still owe me $75 or at least something for compensation. 

  
  
  Sincerely,
  
  ***** ****