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:09/15/2025

  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:08/31/2025

  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 was booking a hotel room at *********** in ******* ******. I clicked on the "official" site and called directly. But apparently it's a scam and it's "reservations.com". Anyways I called directly because of reviews and making sure Waterpark is included. I asked the guy on the phone multiple times "and this is WITH the Waterpark?" He said yes every time. Even making their phone number similar. I think these sites need to be held accountable. The hotel said my reservation was through expedia. I didn't even know that. I even asked the person on phone about giving him my membership number. Never once did he say anything about it not mattering. I can't even get points for my stay. This was wrong on so many levels.

  Business Response

  Date: 09/01/2025

  Greetings,

  I am happy to assist you. Please be advised, we are unable to locate the reservation with the information provided.

  To further assist you, please provide the email sent from Reservations.com with the reservation information provided from Reservations.com and send it to ******************************** This information will provided the necessary information we need to further assist you.

  Thank you

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

• Initial Complaint

  Date:08/28/2025

  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 wanted to make a reservation with a ************ directly for some reason I was directed to a third party when I thought it was the original Hotel as I wanted to book directly nowhere that it said that it was a third party I did the bookie and then I noticed a fee apart from the price that I paid for the room I canceled it getting communication with the company and they said that fee was none refundable I think the page was misleading trying to act like if you were directly making the reservation with the hotel

  Business Response

  Date: 08/28/2025

  Greetings,

  I am happy to assist you. Please provide your itinerary number along with the email address associated with the reservation to *****************************************************.

  Thank you and I look forward to assisting you.

   

  Kindly,

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

  Customer Answer

  Date: 09/08/2025

  I try to follow up with the merchant and I send them the information they needed but apparently they can't find anything with that information I tried multiple times they're saying that that's a different company

• Initial Complaint

  Date:08/28/2025

  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 would like to file a claim against a business that operates from Reservations.com. I was looking to book a stay in *********, ** for a group. I thought I was on the ********************** site booking a reservation, however I was actually booking through a third party, which was NOT clear. I only discovered that I hadn't booked directly through the hotel site when I researched the email address associated with the booking: *******************************************. Unbeknownst to me, while on the **************** site, I was redirected to this third party site. I was booking 4 rooms, 3 nights total. The nightly fee for each hotel room was $404.99. The total taxes noted were $210.00. After completing the transaction, I noticed the total amount was $7,387.84!!!! I immediately searched for a breakdown of the costs and noticed the taxes were $210.66 PER NIGHT, PER ROOM. What??!! This was very unclear upon booking and extremely misleading. Not only misleading but now non-refundable. How is a company able to get away with this deceptive practices? Its not even clear who the company was on the booking site. No name, no nothing...only an email of *******************************************. Thats it! All I could find on the bottom of the site was the following: Copyright ********* ****************************** I immediately called the hotel and canceled the reservation. I filed a case with my credit card company, to challenge the charges. I hadn't used any services, was mislead as to the cost and now am out $7,387.84. Reservations.com responded to the credit card company investigation stating the actions of the cardholder constitute "friendly fraud"....what does that even mean?? How am I, the consumer, being fraudulent? They go on to say the consumer "received the good and services made available." NO, we did not. Who has our money? Not the hotel...we cancelled the room and they emailed us a confirmation noting the cancellation and $0.00 for services.

  Business Response

  Date: 08/29/2025

  Greetings *** *******,

   

  After reviewing the provided information, we were able to confirm that you have booked your reservation with Reservation Stays and not Reservations.com. While both have "Reservations" in the name, neither company is related to each other.

  While we empathize with your concerns, we advise contacting the company you have booked your reservation through so that they may further assist you. Please be advised, Reservations.com does not have the ability to assist due to privacy reasons between Reservation Stays and the customer. Below is the contact information to Reservation Stays.

   

  Reservation Stays: ****************

   

  Thank you

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

• Initial Complaint

  Date:08/25/2025

  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.

  Reservations.com owes us a refund for $290 for a cancellation. They only refunded one night for a two night reservation cancellation. The hotel is a ***************** in *********** *******. Date was July *****. Ive tried 20 times to get this resolved over the phone. They say it was approved on August 4th and will be refunded to my credit card. They keep pushing the date back by 2-10 business days, but no refund has come. Very frustrating! The itinerary # is H11814002. Please help, theyre phone people can not resolve it.

  Business Response

  Date: 08/27/2025

  Greetings,

  Thank you for this information. We have forwarded this to our escalations team for further review. Once they have provided us with additional information and a resolution, we will notify the customer and the ********************** immediately.

   

  Thank you for your patience during this time.

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

  Business Response

  Date: 08/28/2025

  Greetings,

  We were able to confirm that the remaining amount for the reservation has been refunded back to the customer's card used during the time of booking as of 8/25/2025. Please allow up to 2-10 business days for this to reflect back onto the customer's account depending on the customer's financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up.

   

  Thank you

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

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

• Initial Complaint

  Date:08/23/2025

  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 was attempting to book a room with *************************. I was searching their hotel website information and I called a phone number to book online as I had a question I needed to ask the reservation department. I was greeted with ************************* and went forward with the booking. My call was dropped and I was sent a text message to call and continue with my booking. I called back and was quoted a much higher price. I asked why did the price increase so much? He informed me that not every agent includes the resort fee in the total, so it can appear less than it really is, but he said he was sure to include all fees to me, including resort fees. I repeatedly asked if this was the senior rate on the website, he said yes but he can actually get it even cheaper. He never corrected me that I was not actually speaking to the Hyatt **************** directly. He agreed this was the Hyatt Senior Rate policy which would have allowed for free cancellation until August 26th. This was also not accurate. After receiving my confirmation, I called the Hyatt front desk to confirm. They informed me I did not book directly with them and that the resort fees were in fact not included in the reservation I had just made. I called "***************" and requested a full refund without penalty as I was misled by their agent. They created a ticket for me in an email thread. I remarked on the ticket that at the very least I deserved to be refunded the $114 in resort fees as I was worried they would submit the cancellation and charge me the penalty without being able to dispute it. I received an email that my "refund was being processed." It had zero mention of the dollar amount or what I was being refunded for. The full amount, or just $114, or the full amount with the penalty. I called and wasn't told anything. Not knowing what to do, I made a new reservation directly with *****. I do not trust this company and just want my full refund and not do business with them.

  Business Response

  Date: 08/27/2025

  Greetings,

   

  We have forwarded this information to our escalation team. Once they have provided us with a resolution, we will notify the customer and the ********************** immediately.

   

  Thank you for your patience during this time.

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

  Business Response

  Date: 08/29/2025

  Greetings,

  I am happy to inform you that we have issued a full refund back to the card used during the time of booking. All refunds can take up to 2-10 business days for this to reflect back onto the card used during the time of booking. With this information, we advise contacting your financial institution with questions regarding processing and follow up.

  Thank you

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

• Initial Complaint

  Date:08/19/2025

  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 08/06/2025, I called the local number for the hotel ******************** in *******,**, which automatically routed me to a call center. I specifically asked for a room with a hot tub/jacuzzi in the room. The reservation agent assured me that the room included this feature. Based on that confirmation, I provided my credit card and was charged $165.83.Within five minutes, I called back to confirm directly. A different agent contacted the hotel and verified that the room did not have a hot tub/jacuzzi. I then canceled the reservation immediately. However, only $52.84 has been refunded to **** have called several times and each time I am told the matter will take 10 days to resolve, but the remaining refund has not been issued. Since the reservation was based on misinformation from the booking agent and was canceled right away, I am requesting a full refund of the remaining balance ($112.99).

  Business Response

  Date: 08/21/2025

  Greetings Heather,

  I am happy to confirm that the remaining amount has been fully refunded as of 8/20/25. All refunds can take up to 2-10 business days to reflect back onto your account depending on your financial institution. We advise contacting your financial institution with questions regarding processing and follow up.

  With this information, Reservations.com holds no charges at this time.

   

  Kindly,

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

  Customer Answer

  Date: 08/21/2025

   
  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:08/18/2025

  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.

  I did not request, nor want, insurance for this booking. I do not recall seeing it in the fine print and this is wrong to charge this. Please refund my card immediately

  Business Response

  Date: 08/19/2025

  Greetings,

  We are happy to inform the customer that we have issued a refund for the protection plan. 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

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

  Customer Answer

  Date: 08/19/2025

   
  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:08/13/2025

  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.

  Date of Transaction: March 10, 2025 Hotel stay at *************** in ****************, Wyomining for September ***** Reservation #: R727383451 Item #: ************* I have been attempting to cancel these reservations for the past 6 days but the phone #s listed are strictly for reservations, no cancellations. You are referred to ************************ but when reservation info is input it says no such reservations exists. This is said even though when I call and talk to a live agent they can access my reservation info, they are just unable to cancel. Is there nothing to be done? Am I just defrauded of $1333.36 with no recourse?

  Business Response

  Date: 08/18/2025

  Greetings Ms. ******************** have cancelled the reservation and are happy to confirm that a full refund has been issued to the card used during the time of booking. 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
  ******* ******

• Initial Complaint

  Date:08/08/2025

  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 totally agree with other reviews. I was led to believe that I was connecting directly with the hotel. I was charged with 2 Tax recovery and fees. One was ****** outrageous, other was *****. I called the number that I had used to make a reservation. I asked what the name of the company was and the person transferred me somewhere. Then they promptly hung up. The just answer the phone resverations. Totally deception. I am investigating further. Also they mention on my reservation page they are including a 4 month membership to some golf thing. That was never mentioned to me on the phone call. I immediately canceled my credit card. Beware!

  Business Response

  Date: 08/08/2025

  Greetings,

  We are unable to locate the reservation with the information provided. 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,

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