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Business Profile

Hotel Reservation

Reservations.com

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

This business has 1 alert

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

    • 542 total complaints in the last 3 years.
    • 157 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/05/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Reservation Nov 3 2025 Hotel reservation Confirmation #H13313365 Hotel: REMOVED- REMOVED, REMOVEDAmount charged = $135.37/ night for 2 nights = $270.74 Refund Protection Plan charge = $34.41 Taxes Recovery and Fee = $82.18 Total Charged = $387.32 Nightly rate quoted at the front desk of the hotel = $97/night (excluding taxes etc.)Mis-leading booking practices and even the confirmation email says nothing about this being a third party booking.Please get the nightly rate, Reservation Protection and Tax Recovery Fee refunded to me.

    • Initial Complaint

      Date:10/26/2025

      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 called to book a room at REMOVEDin REMOVED, REMOVED. I asked for a double queen room and was told it wasnt available. I was told that there was a King room available and she could bring in a double bed in lieu of the double queen. She also told me she was discounting the room by $100. I booked the room at a quoted price of $169 (approximately). Within the hour, I called back to modify or cancel because my situation changed. I was told that they couldnt change, modify OR REFUND my money! I contacted them the next morning and was told the same thing. I contacted the hotel directly and was told 1) contact the third party who booked it and 2) they talked to the third party and was told they were canceling the reservation. I contacted the third party again and was told that was told an investigation was filed and I would hear back within 1 week. I am looking to have my money refunded to me based on wrong information given (telling me that no double queen room was available when there was according to the hotels website and also stating that their discount was over $100 off when that isnt possible, as the room would have cost under $100 total) and it wasnt clear to me the room was a non refundable room ( language barrier or she didnt explain it well) but it wasnt clear to me that was a non-refundable room or I would not have booked it).

      Business Response

      Date: 10/28/2025

      Greetings,

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

       

      Kindly,

      REMOVED

    • Initial Complaint

      Date:10/13/2025

      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 booked a reservation in September, 2025 for REMOVEDin REMOVED, REMOVEDonline through Reservation Desk. The address given is REMOVEDfor 10/12/2025 - 10/15/2025. The confirmation email stated that all was set, and even though they had in the booking my credit card would not be charged until checkout, my credit card was charged. Then when I get to the hotel, the hotel reservation said that the company cancelled my reservation. This was not done by me. Ive called the company more than once for a refund and was promised a call back after checking into this, which has not happened.

      Business Response

      Date: 10/14/2025

      Greetings Ms. REMOVEDbe advised that you have reached Reservations.com, not Reservation Desk. Although both companies share the word Reservation in their names, they are not affiliated with one another.

      With this information, we recommend contacting Reservation Desk directly for further assistance, as they will be your point of contact regarding this matter. Please note that Reservations.com does not have the ability to assist due to privacy policies between Reservation Desk and their customers.

      Should you need assistance with your future travel plans, Reservations.com stands ready to assist.


      Thank you,
      REMOVED

    • Initial Complaint

      Date:10/06/2025

      Type:Billing 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 10/3/25 I searched for the phone number for the The REMOVEDin REMOVEDon REMOVEDto book a hotel room for 1/2/26 - 1/4/26. When I called the number, the telephone agent represented to me that he worked for the REMOVEDand he could help me make the reservation. It was not disclosed to me that I was actually speaking with the third party service Reservations.com. I got a bit suspicious when the agent said he was unable to apply my usual Florida resident discount, so I specifically asked if I was speaking to a hotel employee. The agent flat out lied and told me that he did work for the REMOVEDto get my credit card information. The agent did not disclose any "no refunds" policy. The agent did not disclose that my credit card would be charged immediately for the full amount even though the REMOVED's policy is to not charge the credit card until check-in. I was scammed. Unfortunately, I only realized this after I received a confirmation e-mail that was not from the hotel and I received a push notification that my credit card was charged $1167.61. I immediately called my credit card company to report the deception and to file a dispute. However, I was unable to contest the charge because the transaction had not fully processed. The credit card agent made a note of my call that evening, and when I called back after the charge processed on 10/6/25, I filed a formal dispute.I followed up that call with a call to Reservations.com to let them know I would NOT be going through with the reservation and that I expected a full refund due to their deceptive business practices. This time, the telephone agent had no qualms about mentioning their "no refunds" policy. When I pushed further, she told me she would "escalate" the matter to her supervisor. I don't expect to ever get a call back.I have since made a new reservation directly with the hotel and this time my card will not be charged until I check-in.

      Business Response

      Date: 10/08/2025

      Greetings Ms. REMOVEDyou for your patience while we reviewed this matter. I am pleased to inform you that a full refund has been successfully processed back to the card used at the time of booking. Please note that refunds may take up to 7 to 10 business days to appear on your account, depending on your financial institution.

      We understand you mentioned filing a dispute with your bank. Once a dispute or chargeback is initiated, both banks pause all actions while conducting their own investigation. Please be aware that these investigations can take up to 90 to 120 business days for both institutions to reach a resolution. We have processed your refund, however it will be up to the bank to process this back to your account.

      For updates or additional information regarding the dispute, refund status, or follow-up processing, please contact your financial institution directly, as they will be your point of contact moving forward.

      I am happy we were able to resolve this for you.

      Kindly,
      REMOVED

    • Initial Complaint

      Date:10/01/2025

      Type:Order 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.
      Called to make a reservation at REMOVEDin REMOVED. Found what was suppose to be hotel front desk. Asked person if it was. They lied and said it was. Reversed a room for October 5- 9th. Was told there was no cancelation unless we paid REMOVED. So paid the REMOVED. Then less than 24 hours my business changed where I was suppose to be. So tried to cancel reservation. Was denied, even after paying cancelation charge.

      Business Response

      Date: 10/01/2025

      Greetings,

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

       

      Kindly,

      REMOVED

    • Initial Complaint

      Date:09/27/2025

      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 made a reservation for the REMOVEDunder the impression I was contacting the hotel directly as this site was the first result when looking up the hotel. There was mention of a cancellation fee when making the booking. I called back to confirm rates and a medical discount as no confirmation email was sent. The AI assistant canceled the booking with no mention of fees. At this time we got a hold of a person and were told of the cancelation fees They could not reverse the cancellation or do anything to help correct the situation. The supervisor was equally unhelpful. They kept reffering to an escalations department that does not have a phone number, and to wait possibly days for them to contact me. Throughout the process the amounts discussed were in CAD, but the cancellation email shows American dollars. The supervisor at the call center would not share any information or contact for this other department that could fix it.

      Business Response

      Date: 09/29/2025

      Thank you for the information, Ms. REMOVEDbe advised that the phone number shown in your screenshot is affiliated with Hotel Reservations and not Reservations.com.While both companies share the word Reservations in their names, they are completely separate and not affiliated with each other.

      For assistance with this matter, you will need to contact Hotel Reservations directly, as they are the only party able to review and process your refund. Reservations.com does not have access to their records and, due to privacy policies between Hotel Reservations and their customers, we are unable to assist further.

      We appreciate you reaching out to Reservations.com. Should you need support with future travel plans, our team will be glad to assist.

      Thank you,

      REMOVED

    • Initial Complaint

      Date:09/26/2025

      Type:Sales and Advertising 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.
      Company charged my bank account and I never received a confirmation email or anything. I tried calling multiple times and finally got a non-automated agent. They told me since I cancelled prior to a specific date that I had to pay a 1 night stay. I wasnt even sent the amount, the confirmation information or any details regarding this. I didnt even reserve the stay and they charged me instantly. Like stated already customer support is very hard to get ahold of and the REMOVEDsupposedly customer support kept asking me for a confirmation to cancel but I had none! No where on the booking site stated about taking first night stay as a fee, as well as it stated no pre payment you can pay at property but they took 580$ from my banking account immediately!

      Business Response

      Date: 09/27/2025

      Greetings,

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

       

      Kindly,

      REMOVED

      Customer Answer

      Date: 09/27/2025

       
      Complaint: 23940881

      I am rejecting this response because: I have already noted that I dont have an itinerary number or confirmation number! Banking account states REMOVEDMy stay was supposed to be for the REMOVEDat REMOVED, dates of Oct.31-Nov.2nd two nights for a king bed with whirlpool and 2 adults. Booking was listed under my name as REMOVEDSREMOVED

      Company has initiated a partial refund of REMOVEDI would like the full remainder of the refund. I spoke with REMOVEDover the phone yesterday and he stated we would escalate the situation for a full refund and only received half. I expect the remainder of REMOVEDto be refunded to the same banking account.

      Sincerely,

      Tiff REMOVED

      Business Response

      Date: 10/09/2025

      Thank you for the information, Ms. REMOVEDbe advised that the phone number shown in your screenshot is affiliated with Hotel Reservations and not Reservations.com. While both companies share the word Reservations in their names, they are completely separate and not affiliated with each other.

      For assistance with this matter, you will need to contact Hotel Reservations directly, as they are the only party able to review and process your refund. Reservations.com does not have access to their records and, due to privacy policies between Hotel Reservations and their customers, we are unable to assist further.

      We appreciate you reaching out to Reservations.com. Should you need support with future travel plans, our team will be glad to assist.

       

      Thank you,

      REMOVED

      Customer Answer

      Date: 10/09/2025

       
      Better Business Bureau:

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

      Sincerely,

      Tiff SREMOVED

    • Initial Complaint

      Date:09/25/2025

      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 booked a one-night stay through Reservations.com. The confirmation clearly showed one night at a hotel with a king-size bed and a pool. However, upon arrival, I was charged for two nights instead of one, and the room provided was a double with no pool. This misrepresentation and overcharge caused me to be unable to afford the incidental charges.I contacted Reservations.com for a refund, but they refused. I am requesting:- A refund for the both night I was wrongly charged. - Compensation/refund for being placed in the wrong room type without the promised amenities.This is unfair business practice and deceptive advertising. I have documentation of my confirmation, the charges, and the incorrect room assignment.Desired Resolution: Refund for the overcharge and compensation for the incorrect booking.

      Business Response

      Date: 09/25/2025

      Greetings,

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

       

      Kindly,

      REMOVED

    • Initial Complaint

      Date:09/25/2025

      Type:Order 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 September 20th, I had reservations at a hotel for a wedding in REMOVED. Upon arrival, the hotel had a problem with the single use card provided by reservations.com and were not able to receive payment for my room, although I have confirmation from reservations.com that the reservation was paid for. After several calls to the reservations.com team and reassurance that the issue would be resolved within REMOVEDhours, there has been no resolution and I am unable to get my money back from the double charge I received from the hotel. According to the reservations.com representative, this problem was due to a glitch in their system. Reservations.com was supposed to send an email to the hotel containing a new single use card so the hotel could get paid for the original reservation and refund my money from the double charge. None of this has happened nearly a week later even though reservations.com has received the information they asked for, including proof that the hotel charged me again for the same reservation along with the original confirmation of payment. This has been a terrible experience and I will go above and beyond to tell everyone who will listen never to book with reservations.com as they do not prioritize customer satisfaction nor make any efforts to rectify mistakes.

      Business Response

      Date: 09/26/2025

      Greetings,

      We are happy to inform you that we have reached out to the hotel and secured payment approval. The hotel has confirmed that they will be issuing the refund directly from their end. Please allow up to 710 business days for the amount to reflect back onto your account.


      For any questions regarding the initiation of this process, we recommend contacting the hotel directly, as they have processed the refund themselves. We also advise the customer to contact their bank for any additional questions regarding processing or follow-up..

       

      Thank you and I am happy we were able to assist you.

      Kindly,
      REMOVED

      Customer Answer

      Date: 09/28/2025

       
      Better Business Bureau:

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

      Regards,

      REMOVED

    • Initial Complaint

      Date:09/22/2025

      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.
      Made reservations to what I thought per web address was Holiday Inn. It was not. The phone was answered "reservations" so I thought it was REMOVED. We made reservations for the REMOVEDin REMOVEDVA on 9/16 for 9/30 one night for $177.57. Person read (with a strong non-English accent) a lot of words which I could not understand. We needed to cancel and they said they are refunding us $58 and change due to "penalty". They did not ID themselves. I called to speak to a supervisor and they hung up. I then found the number to REMOVEDfront desk and reserved the same kind of room $ 63 less. Number I called said it was a Falls Church VA # REMOVEDI have received text from REMOVED. The "Itinerary Number" is H12737587. I am still on the road. I will pursue the REMOVEDin REMOVEDif no progress is made when I get home as this should not be legal, thank you.

      Business Response

      Date: 09/22/2025

      Greetings,

      We have forwarded your concerns to our escalations team for further review. We ask for your patience during this time as any interference will delay your resolution. 

      Once we have received an update and resolution we will notify the Better Business Bureau and the Customer immediately.

       

      Thank you

      REMOVED

      Customer Answer

      Date: 09/27/2025

       
      Better Business Bureau:

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

      Sincerely,

      REMOVED

    Reservations.com is NOT a BBB Accredited Business.

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