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Business ProfileforReservations.com
Hotel Reservation
Current Alerts For This Business
Advertising Review:
In July 2021, BBB contacting the business regarding the following advertising concern
When consumers click through from Google search and ads; website does not indicate it is a 3rd Party site before booking; does not adequately communicate additional fees charged.
BBB requested the business website be updated to include pop-up window or info bar that would appear site-wide that includes the following disclaimer:
"Reservations.com is a 3rd party booking site not affiliated with the hotels and properties shown within; additional booking fees are at the discretion of Reservations.com."
To date the business contacted BBB and indicated they would address the concerns; but no further updates have been made.
BBB Code of Advertising indicates:
1. Basic Principles of the Code
1.1 The primary responsibility for truthful and non-deceptive advertising rests with the advertiser. Advertisers should be prepared to substantiate any objective claims or offers made before publication or broadcast. Upon request, they should present such substantiation promptly to the advertising medium or BBB.
1.2 Advertisements which are untrue, misleading, deceptive, fraudulent, falsely disparaging of competitors, or insincere offers to sell, shall not be used.
1.3 An advertisement as a whole may be misleading by implication, although every sentence separately considered may be literally true.
1.4 Misrepresentation may result not only from direct statements, but by omitting or obscuring a material fact.
When consumers click through from Google search and ads; website does not indicate it is a 3rd Party site before booking; does not adequately communicate additional fees charged.
BBB requested the business website be updated to include pop-up window or info bar that would appear site-wide that includes the following disclaimer:
"Reservations.com is a 3rd party booking site not affiliated with the hotels and properties shown within; additional booking fees are at the discretion of Reservations.com."
To date the business contacted BBB and indicated they would address the concerns; but no further updates have been made.
BBB Code of Advertising indicates:
1. Basic Principles of the Code
1.1 The primary responsibility for truthful and non-deceptive advertising rests with the advertiser. Advertisers should be prepared to substantiate any objective claims or offers made before publication or broadcast. Upon request, they should present such substantiation promptly to the advertising medium or BBB.
1.2 Advertisements which are untrue, misleading, deceptive, fraudulent, falsely disparaging of competitors, or insincere offers to sell, shall not be used.
1.3 An advertisement as a whole may be misleading by implication, although every sentence separately considered may be literally true.
1.4 Misrepresentation may result not only from direct statements, but by omitting or obscuring a material fact.
Additional business information
Additional Info:
BBB files indicate that this business has a pattern of complaints; consumers are reporting they are not made aware of certain fees the company charges in order to make a reservation through the site. Additionally, consumers have reported lack of transparency when it comes to going on what appears to be an actual hotel site, when in fact the site the consumers are on, is your business site duplicating information.
On April 30, 2019 the business responded with the following response to their Pattern of Complaints.
Reservations.com is willing to work with the BBB to identify and implement additional avenues for disclosure and clarity. To that end, starting in May 2019, we will work to identify additional places where were we can disclose the service fee more prominently, beyond the multiple places it is currently displayed. In addition, our call center scripts already include multiple prompts that disclose the existence of our service fee and its non-refundable nature prior to completing a booking. We will work with our call center to reinforce compliance with our existing policies. Although our existing disclosure structure is providing adequate notice to the vast majority of our customers, we are confident that the additional measures will provide customers with supplemental clarity on our fee structure. Starting on May 2019, we will make changes to the website so that the Reservations.com logo and brand is reinforced more prominently throughout the booking process. To that end, we are exploring ways to display the Reservations.com brand in additional places, above and beyond the multiple instances where it is currently displayed. Agents are already trained to disclose that a customer is speaking directly with Reservations.com. As a supplemental measure, we are assembling an additional training team to reinforce training and a quality assurance team to bolster compliance with existing policies.
On April 30, 2019 the business responded with the following response to their Pattern of Complaints.
Reservations.com is willing to work with the BBB to identify and implement additional avenues for disclosure and clarity. To that end, starting in May 2019, we will work to identify additional places where were we can disclose the service fee more prominently, beyond the multiple places it is currently displayed. In addition, our call center scripts already include multiple prompts that disclose the existence of our service fee and its non-refundable nature prior to completing a booking. We will work with our call center to reinforce compliance with our existing policies. Although our existing disclosure structure is providing adequate notice to the vast majority of our customers, we are confident that the additional measures will provide customers with supplemental clarity on our fee structure. Starting on May 2019, we will make changes to the website so that the Reservations.com logo and brand is reinforced more prominently throughout the booking process. To that end, we are exploring ways to display the Reservations.com brand in additional places, above and beyond the multiple instances where it is currently displayed. Agents are already trained to disclose that a customer is speaking directly with Reservations.com. As a supplemental measure, we are assembling an additional training team to reinforce training and a quality assurance team to bolster compliance with existing policies.
At-a-glance
Related Categories
Business Details
This is a multi-location business.
- Location of This Business
- 390 N Orange Ave STE 1605, Orlando, FL 32801-1675
- BBB File Opened:
- 7/18/2016
- Years in Business:
- 9
- Business Started:
- 2/5/2015
- Business Incorporated:
- 7/25/2014
- Licensing Information:
- This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
- Type of Entity:
- Limited Liability Company (LLC)
- Alternate Business Name
- Benjamin & Brothers, LLC
- Hours of Operation
Primary
- M:
- 9:00 AM - 5:00 PM
- T:
- 9:00 AM - 5:00 PM
- W:
- 9:00 AM - 5:00 PM
- Th:
- 9:00 AM - 5:00 PM
- F:
- 9:00 AM - 5:00 PM
- Business Management
- Jonathan Luisa, Support Manager
- Contact Information
Principal
- Jonathan Luisa, Support Manager
Customer Contact
- Jonathan Luisa, Support Manager
- Yatinkumar Patel, Founder
- Noel Snow, Executive Assistant
- Additional Contact Information
Phone Numbers
- (855) 956-2201Other Phone
- (855) 516-1090Other Phone
- (855) 956-2201
Customer Complaints
1,002 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
04/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On April 5 my fiance booked a room with resertvations.com the way the website is set it up it gave no indication that we were booking in USD. After receiving his credit card he realized he was charged in USD, We then spoke to the hotel and had them print the receipt for the stay. They were paid the amount in CAD. So we were charged: $3575.03 and the hotel was paid $2550.48. I went back tothe website becasue they claimed you could change currency. When you first go on it gives no indication what the currency is you are looking at. We would naturally assume that being a ************** we were booking in Canadian dollars. I then scriolled ALL the way to the bottom in in fine print in grey I was able to find the change currency buton. This is deliberetly meant to fool customers into thinking they are booking in their local cuurency or the currency of the place they are booking. I want the diffence in price refunded to his credit card as they are just pocketing these funds for themselves. This is a scam.
Read MoreCustomer Reviews
332 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Patricia H
1 star
04/29/2024
I booked a hotel room through this company but when I went to check out at the hotel my bill was actually $53.49 cheaper than what they charged me. They had already charged my account the ****** to my account and when I asked for a refund of the difference they denied it. I am a Sr. ******* and I think that they are taking advantage of people. They are a total rip off and I would advise people to not use them to book hotel rooms. They put on their website that they are the cheapest booking then when you book your room they add on all these taxes and a high service fee. I give them a negative rating on price and customer service.
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