Complaints

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

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  Reservations.com

  390 N Orange Ave STE 1605 Orlando, FL 32801-1675

• 

  Reservations.com

  85 Broad St # 29-106 New York, NY 10004-2434

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:09/27/2025

  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.

  I made a reservation for the ************* under 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. *********************** be 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,

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

• Initial Complaint

  Date:09/26/2025

  Type:Sales and Advertising 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.

  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 ***** supposedly 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 ******************************** Thank you and I look forward to assisting you.

   

  Kindly,

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

  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 ********** My stay was supposed to be for the *********** at **********, dates of Oct.31-Nov.2nd two nights for a king bed with whirlpool and 2 adults. Booking was listed under my name as ******* S*******
  

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

  Business Response

  Date: 10/09/2025

  Thank you for the information, Ms. *********************** be 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,

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

  Customer Answer

  Date: 10/09/2025

   
  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.
  
  Sincerely,
  
  Tiff S*******

• Initial Complaint

  Date:09/25/2025

  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.

  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 ******************************** Thank you and I look forward to assisting you.

   

  Kindly,

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

• Initial Complaint

  Date:09/25/2025

  Type:Order 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.

  On September 20th, I had reservations at a hotel for a wedding in ***************. 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 ***** hours, 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,
  ******* ******

  Customer Answer

  Date: 09/28/2025

   
  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.
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:09/22/2025

  Type:Service or Repair 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.

  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 ***. We made reservations for the *** in ****** VA 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 *** ******** front desk and reserved the same kind of room $ 63 less. Number I called said it was a Falls Church VA # ************ I have received text from ************. The "Itinerary Number" is H12737587. I am still on the road. I will pursue the ************************* in ** if 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

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

  Customer Answer

  Date: 09/27/2025

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/20/2025

  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.

  Booked a hotel room through Reservation desk and Paid in August for 29 Sept 2025 check out 30 Sept 2025. I call the Hotel on 18 Sept 205. The Hotel stated that there wasn't a Reservation in my name. However there was a reservation for a Primary guest ******* ******. I told the hotel my name was ******* ******. And I already paid for the room. They stated that no payment has been made under the name of ******* ****** for the reservation. The Hotel stated that if I arrived at the hotel I would have to pay for a room. The Hotel stated that I would have to contact Reservation Desk to correct the problem. When I contacted Reservation desk they stated they would have to send the issue to their escalation ***** I called back many times to correct the wrong name on the Reservation. Reservation Desk didn't correct the wrong name on the Reservation nor did they make a Payment for my Reservation to the Hotel. I called the Hotel and explained the issue at which time the Hotel would cancel the Reservation Under ******* ****** should the credit card wouldn't be charged for a no show charge. When I called Reservation desk and explain that the Hotel canceled the reservation under the Name ******* ******. I asked if Reservation desk could resubmit the Reservation under my name ******* ****** and pay for my Reservation I already paid. They stated that I would have to pay another ******. Reservation Desk stated that can't submit a new corrected Reservation in my name. I asked for a refund and cancel the ******. They said the are denying a refund

  Business Response

  Date: 09/22/2025

  Greetings, 

  We appreciate your feedback and want to clarify that you have reached R***************, not Reservation Desk. For further assistance with this matter, we recommend contacting Reservation Desk directly, as they will be able to review and address your request.

  Please note that due to privacy policies between Reservation Desk and their customers, ********************** is unable to access or manage these details.
  Should you need support with future travel arrangements, Reservations.com will be glad to assist.

  Kindly,

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

• Initial Complaint

  Date:09/19/2025

  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.

  Employee ran my debit card without confirming details and purchase price. When confronted he left me in hold for over an hour. When I called back the same day, Sept 5, 2025 after speaking to an employee and Supervisor I was advised my complaint had been send up to the appropriate team. I called back Sept 14th for an update and to speak with an supervisor. I never revieved a call back. I called back today, Sept 19th to get another update due to the initial supervisor stating it would take 7-10 business days to resolve starting Sept 5, 2025. During my phone conversation with a employee and supervisor on Sept 19, 2025 I was told my case did not get escalated until Sept 14th and was not sent up to by a supervisor or employee Sept 5, 2025 as I was told. My card was fraudulently ran without my permission or confirmation. I am seeking a full and immediate refund.

  Business Response

  Date: 09/22/2025

  Greetings Mr. ******************* appreciate your feedback and want to clarify that you have reached Reservations.com, not Reservation Desk. For further assistance with this matter, we recommend contacting Reservation Desk directly, as they will be able to review and address your request.
  
  Please note that due to privacy policies between Reservation Desk and their customers, ********************** is unable to access or manage these details.
  Should you need support with future travel arrangements, Reservations.com will be glad to assist.
  
  Kindly,
  
  ******* ******

   

• Initial Complaint

  Date:09/19/2025

  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 was trying to book a reservation on ********* for a wedding I have coming up next month in **********, ****. Somewhere along the lines I was transferred to this third party website that was impersonating the hyatt website. When booking it gave me one price for the room rate and taxes/fees but when I got the confirmation email the taxes/fees were higher. They doubled the ************ price from what it originally said. The nightly rate for the room was $153.00, I got the room for two nights which would be $306. Taxes in **** are 6% but they are trying to charge me $190.16 for "tax ***************** I originally reached out to the hotel because that is who I thought I booked directly through, only to be informed that I had booked through who they showed was Expedia. So this company is impersonating the ***** website and *******. Once I finally figured out who I was working with, I reached out to them for more information about what is included in this "tax **************** and asked for an itemized receipt. Taxes I have contacted them multiple times with an automated response email that my request will be reviewed with no further response. This website is a trap.

  Business Response

  Date: 09/19/2025

  Greetings,

  We have forwarded this matter to our escalations team for further review. We ask for your patience as they review this case carefully. Once they have provided us with a update and resolution, we will notify the Better Business Bureau and the customer immediately.

   

  Thank  you,

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

• Initial Complaint

  Date:09/15/2025

  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.

  On September 2nd, I was searching for motels in *************, *****. I selected the Best Western and when I did, third party options appeared. I selected "Reservations .com" and processed to check out. Once payment was recorded, It appeared it was for a Best Western in *************, ********, not *****. I hit my back button and I had indeed selected Texas not ********. I immediately contacted Reservations help line and informed them that when I selected their link, it changed locations and I felt i should receive a 100% refund. Instead I was only refunded $38 out of a $147.98 charge. Had I selected the wrong state, I could understand. However, I feel they switched locations through clicking their link. Considering it was only a couple minutes after booking and something with their site, I should receive a 100% refund

  Business Response

  Date: 09/16/2025

  Greetings,

   

  We have forwarded this information to our escalations team. We ask for your patience during this time. Once we have received an update and resolution, we will notify the Better Business Bureau and the customer immediately.

  Thank you and we look forward to assisting you.

   

  Kindly,

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

  Customer Answer

  Date: 09/16/2025

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/01/2025

  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.

  This business fraudulently identified themselves as ******************* when we called the number for a search for the hotel. The price they charged us is double the rate of the actual room.

  Business Response

  Date: 09/02/2025

  Greetings,

  We have escalated this matter for review and our team has confirmed that all information was expressed during the time of booking and agreed upon by the customer during the time of confirmation. A

  As a gesture of goodwill for the inconvenience experienced, we have issued a 15% refund back to the customer as of 9/2/2025. All refunds can take 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: 09/02/2025

   
  Complaint: 23823293
  
  I am rejecting this response because:

  The reservations.com representative led my wife to believe that she was dealing with the front desk of the hotel she searched for by name using her smartphone. The website that came up from the search is deceptive and looks like the actually best Western coral hills website. Additionally, as part of the deception, they included a local phone number (same area code) in the search result, showing further intent to deceive her.

  I will be satisfied only with a full refund of the price difference between what we would have paid if we had not been tricked into believing that we were dealing directly with the front desk of the Coral Hills Best Western for a reservation.

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

  Customer Answer

  Date: 09/02/2025

  This is evidence of intent for fraud. Reservations.com intentionally misrepresented themselves as the local front desk for Coral Hills Best Western 

  Business Response

  Date: 09/18/2025

  Greetings,
  
  We have escalated this matter for review and our team has confirmed that all information was expressed during the time of booking and agreed upon by the customer during the time of confirmation. 
  
  As a gesture of goodwill for the inconvenience experienced, we have issued a 15% refund back to the customer as of 9/2/2025. All refunds can take 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.
  
  At this time, No further refunds will be issued.
  
  Thank you
  ******* ******