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Business Profile

Hotel Reservation

Reservations.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

This profile includes complaints for Reservations.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 600 total complaints in the last 3 years.
    • 211 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/25/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 tried booking a room on 7/22/2025. After I imputed my credit card, the website gave me a pop up saying the room was no longer available, so I did not follow through with the booking. Two hours later, my credit card was charged and I received a confirmation email from *************. This was for a different room than the one I selected. Ive contacted ************* for 4 days in a row. They keep saying they will call me back and they also gave me a fake email to send proof of the website pop-up that I received. Luckily I had taken a picture of this pop-up because it looked weird. I called the hotel as well and they did not have the booking in their system. This website is a complete scam. They are unwilling to refund me and have charged me for a room I did not book.

      Business Response

      Date: 07/25/2025

      Greetings Ms. ********************** be advised you have contacted Reservations.com and not *************. Although both have "Reserve" in the title, neither companies are affiliated with one another. 

      We ask to redirect this escalation with ************* as they will be your point-of-contact moving forward with this matter. Please note, Reservations.com does not have the ability to further assist due to privacy reasons between ************* and the customer. 

      Below is the website with the contact information to further assist you.

      *************

      ********************************

       

      Thank you,

      ******* ******

      Customer Answer

      Date: 07/25/2025

       
      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.

    • Initial Complaint

      Date:07/21/2025

      Type:Product Issues
      Status:
      Answered
      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 mistakenly booked a hotel room through ******************** when I searched the hotel on ******. It never warned of cancellation fees or policies. Two days later, I tried to cancel my reservation and they won't give me my money back. The upcoming stay is 4 days away and I cannot get a refund. They are scammers trying to take people's money posing as an actual booking site.

      Business Response

      Date: 07/21/2025

      Greetings,

      We have reviewed this information, and do see that the customer has informed that they have booked their reservation with Reservation Stays. Please be advised that the customer has reached out to Reservations.com and not Reservations Stays. Although both companies have the word "Reservation" in their name, both companies are not affiliated with each other.

      We ask that the customer redirect their concerns to Reservation Stays as they will be the point-of-contact regarding this matter. Please note that Reservations.com does not have the ability to further assist due to privacy reasons between Reservation Stays and the customer. We have provided the contact information to Reservation Stays for your reference.

      Reservation Stays:

      Phone: **************
      Email: ************************************************



      We hope this information assist you.

      Thank you
      ******* ******

      Business Response

      Date: 07/21/2025

      We have provided notes regarding the information provided. 

       

    • Initial Complaint

      Date:07/17/2025

      Type:Product Issues
      Status:
      Resolved
      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 am writing to formally file a complaint regarding my hotel reservation made through your *************** Details:- Hotel Name: Swissotel ******** Makkah- Booking Date: December 27, 2024- Stay Dates: July 31, 2025 to August 1, 2025- Name on Reservation: [****** Sheiha]- Email/Phone used during booking: [********************************/**********]- Confirmation Number: [B_16672236]I contacted the hotel directly to confirm the reservation, but they informed me that **no booking exists under my name, confirmation number, or contact information**. I also tried to resolve the issue with your customer service multiple times, but the responses were unclear and the confirmation codes provided were not recognized by the hotel.This situation is extremely stressful and unprofessional. I demand a full refund of the amount I paid.I attatched all emails between me and the hotel as a proof.

      Business Response

      Date: 07/18/2025

      Greetings,

      I am happy to assist you. 

      Please be advised that the information provided does not match the reservations in our system. For further assistance, please provide the email that was originally sent to you during the time of booking with the following information below to Caitlin.******@Reservations.com. This information will further assist to help resolve this matter.

      -The name "****************" in title

      -The email address associated with the reservation

      -Itinerary number that was provided during the time of booking.

       

      A screen shot of this information will be acceptable, however we must have the information provided for further review.

       

      Kindly,

      ******* ******

      Customer Answer

      Date: 07/18/2025

       
      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.
      And the attached screen shot indicates the name that I got the booking from [Reservationday] and they did not ask me a bout itinerary number during booking. 
      Sincerely,

      ****** Sheiha

      Customer Answer

      Date: 07/18/2025

      The attached photo is the rest of the email included the contact email and phone number of reservationday and this number I used to contact with them to solve this problem, but they did not do anything

      Customer Answer

      Date: 07/18/2025

      During the booking process on your website, I was never provided with an itinerary number or any clear reservation ID. I only received a confirmation email after booking.
      Please find my booking details below to help you locate it:
      Email used for booking: [********************************]
      Full name:  [****** Sheiha]
      Date of booking:  [12/27/2024]
      Hotel name and location:[Swissotel **************]

      Business Response

      Date: 07/18/2025

      Greetings,

      After further review, we were able to confirm that the reservation was booked with "Reservation Day" and not "Reservations.com.

      Although both companies have the word "Reservation" in the name, please be advise that both companies are not affiliated with each other. With this information, we advise that the customer contact Reservation Day for further assistance as they will be the point of contact for the customer. 

      Please note, ********************** does not have the ability to further assist due to privacy reasons between Reservation Day and the customer.

      Below is the contact information for Reservations.com. We kindly ask if the customer may redirect this escalation as this pertains to Reservation Day and not Reservations.com.

       

      Reservation Day Contact

      Phone: ***************

      Email: ********************************************

       

      We do hope this information assists you. 

       

      Kindly,

      ******* ******

    • Initial Complaint

      Date:07/14/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 5/12/2025 I reserved a hotel reservation directly through the **************************** website that unknowingly routed me to Reservation **********. The reservation was from Saturday, July 19 - Monday, July 21, 2025. The total for the rooms was $610.00. Tax/Recovery charges/service fee was $270.48. Totaling: $880.48. On Monday, July 14, 2025, I called the hotel to cancel (due to illness) and hotel said they couldnt cancel because I booked through a 3rd party ( Priceline/Reservations **********) I called Reservations ********** they told me that in order to give me a refund they had to get permission from the hotel, but I had cancel the reservation first. So I agreed to cancel the reservation so that I could get a refund. Reservations.com said that the hotel declined my request for a refund and because I canceled, I lost all my money.

      Business Response

      Date: 07/16/2025

      Greetings Ms. ******************* have reviewed this information and have confirmed that you have booked your reservation with ******************* and not Reservations.com. Please be advised that while both companies have "Reservations" in their name, neither companies are affiliated with each other. 

      With this information, we advise contacting ******************* as they will be your point of contact regarding further assistance. Please note, Reservations.com does not have the ability to further assist due to privacy reasons between ******************* and the customer.

      Below we have provided the contact information to ******************* for your reference.

      Phone Number: +**************

      Email: ****************************************************

       

      We hope we were able to assist you with this information.

      Regards,

      ******* ******

    • Initial Complaint

      Date:07/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Complete scam! I booked through their website and was charged $205.18 and never recieved a confirmation and was told by the hotel when we tried to check in they dont have a reservation for us

      Business Response

      Date: 07/14/2025

      Greetings,

      I am happy to assist you. Please provide the itinerary number along with the email address associated with the reservation to ******************************** Thank you and I look forward to assisting you!

       

      Kindly,

      ******* ******

    • Initial Complaint

      Date:07/11/2025

      Type:Product Issues
      Status:
      Answered
      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 June ******* I called to book a reservation at *********************************** for 2 three bedroom villas for Labor Day weekend. I thought I was speaking to the hotel reservation person directly . The person on the phone made reservations, took my credit card info and booked the rooms. When I called the hotel a week later I was told I booked through a 3rd party. I then booked 2 villas with the hotel directly and cancelled the 3rd party reservations which were for 1000 dollars more. They refunded to my **************** all but 1400 dollars. I got penalized for cancelling almost 2 months ahead of our reservation. I was never told of this cancellation fee. I dont know of any place that does this. They should not be allowed to be in business.

      Business Response

      Date: 07/11/2025

      Greetings,

      We are unable to locate the reservation with the information provided through the Better Business Bureau. For further assistance, please provide the itinerary number along with the email address associated with the reservation to ******************************** Thank you and I look forward to assisting you.

       

      Kindly,

      ******* ******

      Business Response

      Date: 07/15/2025

      Greetings,

      We have refunded the customer as of 7/15/2025. Please allow up to 2-10 business days for this to reflect back onto your account depending on your financial institution. With this information, we do advise contacting your financial institution with questions regarding processing and follow up.

       

      Thank you

      ******* ******

    • Initial Complaint

      Date:07/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 was booking a reservation with ***** directly. I clicked and landed on another site but dud not lnowbit. I booked a reservation for one night that totalled $618.00 plus I took out their insurance to guarantee/protect my reservation. I have spent two hours on the phone trying to get an supervisor to speak to me. Both agents hung up on me. One after 20 minutes. The other after two hours. I was told my request needs to be approved and must wait 10 days. That even **** there is no assurance I get a refund. Please help me get the money back.Thank you ****** ******

      Business Response

      Date: 07/11/2025

      Greetings, 

      We have forwarded this to our escalation team for further review. We understand the severity of this matter and assure you our team is working on this diligently. We ask for your patience during this time, and once they have provided me with an update and resolution, I will notify the customer and ********************** Immediately.

       

      Thank you

      ******* ******

      Business Response

      Date: 07/22/2025

      Greetings,

      We have emailed the customer with a link to fill out additional information regarding the reservations protection plan. We ask that the customer provide this information at their earliest convenience so that we may further assist regarding this matter.

       

      Thank you and we look forward to assisting you.

      Kindly,

      ******* ******

    • Initial Complaint

      Date:07/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 June 18, 2025 I called the number I thought was a direct number for the ****************** in ********* ** to make a reservation for 4 nights lodging while attending the *********** for medical appointments. I was quoted a price of $170 a night and agreed to that. The person was very hard to understand and I asked to be emailed a confirmation and was told I first needed to give him my credit card. I did and then received the email confirmation and it was for $861.92 for the room which was $181.92 more for the room charge than I had been quoted plus taxes of ****** (I knew there would be taxes) and ***** booking fee which I did not know about. I immediately called the number listed and was on hold for a long time and could not speak to an individual. I was worried that it was a scam because it was very hard to understand the person's foreign accent. I then emailed them and told the to cancel my reservation because I did not authorize this amount. They now have NO record of my itinerary # ********* because I cancelled it and I have not been able to talk to an individual (on hold forever) and have received no response to my email sent June 24, 2025. I called the hotel directly and made a new reservation and they told me this happens a lot., people think they are booking directly with the hotel and instead are booking with reservations.com. This is fraudulent activity! I have not been refunded my $1009.20 and on top of that had to pay for another room while I was there. I am 80 years old and feel I was ripped off and they refuse to even respond to my complaint.

      Business Response

      Date: 07/11/2025

      Good Afternoon,

      After review, we have confirmed with the information provided by the customer that they have booked their reservation with Reservation Desk and not Reservations.com. Please note, that although both companies have "Reservation" in their name, they are not affiliated with each other.

      For further assistance the customer will need to contact Reservation Desk as they will be the customer's point of contact for further assistance. Please note, Reservations.com does not have the ability to assist due to privacy reasons between Reservation Desk and the customer. Below we have provided the contact information to Reservation Desk for the customer's reference. 

      Phone: ************
      Email: ****************************************

      Thank you and I hope this information assists you

      Kindly,

      ******* ******

    • Initial Complaint

      Date:07/07/2025

      Type:Product Issues
      Status:
      Resolved
      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 May 19, 2025, I called, what I thought was The ***************** in ****************. The person who answered the phone told me that I was speaking o the actual hotel . I made two room reservations, #H11358413 for $212.93 and H11358448 for ******. I was told they were refundable as long as I canceled by 7/9/25. On 7/1/25, I spoke with the actual Hotel to cancel rooms and was told that I made reservations through a 3rd party and would have to cancel through Reservations.com. This was the first I had heard of that website. So I tried to call *************** but you cannot speak to a human or even get automatic choices on their number. So I went into the emails that I have from them and tried to cancel and get my refunds. On one room I got only $68.20 refund and on the other room I received nothing. This website appears o be a total scam. People need to be warned about this website. I hope you can do something to assist me in getting a full refund. I have all the documentation for these transactions, but no way to up load them. Thank you very much.

      Business Response

      Date: 07/08/2025

      Greetings,

      I have forwarded this matter to our escalations team for further review. We ask for your patience during this time. Once our team has provided us with an update we will notify the customer and the ********************** immediately.

       

      Thank you and we look forward to assisting.

      Kindly,

      ******* ******

      Customer Answer

      Date: 07/08/2025

      I do agree that the company said they will look into the matter and get back to me or bbb.

      Business Response

      Date: 07/11/2025

      Greetings,

      Thank you for your patience as our team reviewed this carefully. We are happy to inform you that a full refund has been issued for both reservations. Please allow up to 2-10 business days for this to reflect back onto your account depending on your financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up.

       

      Thank you

      ******* ******

      Customer Answer

      Date: 07/22/2025

      Thank you very much for your help.  The refund problem was solved.  It it a shame that it takes your organization so solve this

      kind of problem with a dishonorable group.

    • Initial Complaint

      Date:07/01/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Made a hotel reservation with reservations.com for Sunday 6/29/25 into Monday 6/30/25 for a total of $106.79. We had a family issue & had to leave early & when we tried to modify the reservation to move the reservation one day earlier, they refused to help & refuse to refund our money we paid them for the reservation. Reservation#-R216704188, Itinerary #-255-12361553.

      Business Response

      Date: 07/02/2025

      Greetings Michael,

      We are happy to inform you that the hotel has approved a refund and Reservations.com was successfully able to initiate a refund for the full amount including the service fee to the card used during the time of booking. Please note, all refunds can take up to 2-10 business days to reflect back onto your account. With this information, we advise contacting your financial institution with questions regarding processing and follow up.

      Thank  you and we hope we were able to assist you.

       

      Kindly,

      Caitlin Thomas

      Customer Answer

      Date: 07/02/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23544424, and find that this resolution is satisfactory to me.




      Sincerely,



      Michael Grentus

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