Business Profile

Hotel Reservation

Reservations.com

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This business has 1 alert

Pattern of Complaints

Complaints

Name: Reservations.com
Address: 390 N Orange Ave STE 1605, Orlando, FL, 32801-1675, USA

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

Customer Complaints Summary

547 total complaints in the last 3 years.
165 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:03/09/2025
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.
On Sunday, March 9 I went to book 2 hotels rooms through the Hyatt for an upcoming family wedding in **********, **************. I thought I was on the ***** website but inadvertently found out I was on the reservations.com website. I booked both rooms and when email confirmations arrived the price seemed a lot higher than what the original website showed so I am being charged the highest rate at this hotel! I called to cancel the reservations within the hour of receiving confirmation and now being told the rate is non-refundable. I believe this was extremely shady as, not only did the daily rate go up from $400 to over $600 per night, no where on the site did I see where the rate was non-refundable until AFTER the email was sent and by then it's too late. I would like to request a refund of the room rates although I would be willing to pay the $149.50 and $192.00 services fees (ridiculous) that was charged by reservations.com.
Business Response
Date: 03/10/2025
We have emailed the customer directly for additional information.
Reservations.com is only able to locate 1 reservation under the customer's information. We are unable to locate the second reservation as mentioned by the customer in their ******************** Escalation.
To further proceed with our assistance, please confirm respond to our email directly confirming that 1 reservation was made through Reservations.com or provide the second itinerary information so that we may further proceed.

We await the customer's response.
Customer Answer
Date: 03/10/2025
The two reservations are as follows:
Reservation Number: R1829975209
Itinerary Number: 9061826093783
USD $1,760.73

Reservation Number: R527318651
Itinerary Number: 9061826249461
USD $1,330.54
Business Response
Date: 03/10/2025
Both reservations have been fully cancelled per the customer's approval. The hotel has approved a courtesy cancellation without penalty.
All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days 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.

We have marked this case "closed"
Customer Answer
Date: 03/13/2025

Complaint: 23041988

I am rejecting this response because:
The two reservations are as follows:

Reservation Number: R1829975209

Itinerary Number: 9061826093783
USD $1,760.73

Reservation Number: R527318651
Itinerary Number: 9061826249461
USD $1,330.54

Sincerely,

****** ********
Business Response
Date: 03/13/2025
Both reservations have been fully cancelled per the customer's approval. The hotel has approved a courtesy cancellation without penalty.
All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days 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.

We have marked this case "closed"
Business Response
Date: 03/17/2025
Due to a technical error, a refund for the service fees were unable to be processed.
Our billing team has confirmed that a refund for the service fee for the both reservations have been processed as of today 3/17/2025

All charges held by Reservations.com have been fully refunded at this time. All refunds can take up to 7-10 business days depending on your financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up.

We have marked this case "closed"
Initial Complaint
Date:03/07/2025
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.
On February 10, 2025, I made reservations at a Hotel in ****** for March 8-9, 2025. Upon receiving my **** i was alarmed to see that I paid $337 CAN for a room that i thought was going to cost approximately $200 CAN. In addition to the room rate difference I was also charged twice for fees: ************* USD $45.90 Service Fee: USD $42.05 When I paid on the website I was not given the the option to pay in Canadian funds (which would have alerted me to the high price and stopped me from booking). Further, looking at the website today the fact that prices are in USD is in small print and purposely made to be unoticeable.I contacted Reservations.com to complain and was told that my only option was to cancel without a refund! I feel that at least one of the service fees should be removed and the price of the hotel be revised to match the current rate advertised on their website (March 7, 2025) for the same room at the same hotel. A difference of approximately 60 USD (86 CAN). For what it's worth, I will not be using reservations.com again and I will advise everyone I know about their shady practices.
Business Response
Date: 03/07/2025
We have emailed the customer directly regarding further instructions.
Please note, we have asked the customer for the explicit permission if they wish to cancel the reservation entirely for a full refund. Or if the customer wishes to obtain a refund for the difference in price currency. We have asked the customer to provide information showing the currency charges by Reservations.com for verification so that we may provide a refund for the difference.

Once we have received the requested information from the customer, we will then proceed with our assistance.

Please note, in order to proceed with our assistance, we will need the requested information to further proceed.

We await the customer's response

Business Response
Date: 03/10/2025
We have contacted the hotel and confirmed with ****** at the hotel that the reservation has been fully utilized by the customer.
At this time, we are unable to further proceed with a full refund as the customer has fully utilized the reservation.
Reservations.com will offer a courtesy refund for the difference in price. We have emailed the customer asking for a screen shot showing the difference in price. Once we have been provided this information, we will extend a refund to the customer.

Please respond to the email directly so that we may further assist.
Customer Answer
Date: 03/10/2025

Complaint: 23034816

I am rejecting this response because:
The business has reached out but resolution is still pending. As requested by the business I have attached a statement showing what I was charged for the room by Reservations.com in CAN currency.
Sincerely,

***** *****
Business Response
Date: 03/12/2025
We have contacted the hotel and confirmed with ****** at the hotel that the reservation has been fully utilized by the customer.
At this time, we are unable to further proceed with a full refund as the customer has fully utilized the reservation.
Reservations.com will offer a courtesy refund for the difference in price. We have emailed the customer asking for a screen shot showing the difference in price. Once we have been provided this information, we will extend a refund to the customer.

Please respond to the email directly so that we may further assist.
Customer Answer
Date: 03/12/2025

Complaint: 23034816

I am rejecting this response because:
As noted previously, the business reached out directly through email (see attached) but a resolution is still pending. As requested by the business I have attached a statement showing what I was charged for the room by Reservations.com in CAN currency.

Sincerely,

***** *****
Business Response
Date: 03/13/2025
We have contacted the hotel and confirmed with ****** at the hotel that the reservation has been fully utilized by the customer.

At this time, we are unable to further proceed with a full refund as the customer has fully utilized the reservation.

Reservations.com will offer a courtesy refund for the difference in price. We have emailed the customer asking for a screen shot showing the difference in price. Once we have been provided this information, we will extend a refund to the customer.

Please respond to the email directly so that we may further assist.
Business Response
Date: 03/13/2025
We have contacted the hotel and confirmed with ****** at the hotel that the reservation has been fully utilized by the customer.

At this time, we are unable to further proceed with a full refund as the customer has fully utilized the reservation.

Reservations.com will offer a courtesy refund for the difference in price. We have emailed the customer asking for a screen shot showing the difference in price. Once we have been provided this information, we will extend a refund to the customer.

Please respond to the email directly so that we may further assist.
Customer Answer
Date: 03/14/2025

Complaint: 23034816

I am rejecting this response because a resolutions is still pending.
As requested by Reservations.com i have attached;
- an invoice from Hyatt indicating the cost of the room ($218.03 CAN)
- an email confirmation from Reservations.com indicating the price I was charged for the room ($271.71 USD). This price includes the room ($183.76 USD/ $269.89 CAN), plus Taxes and Fees ($45.90 USD) plus Service Fees ($42.05 USD).
- a **** statement showing the price charged for the room in CAN funds ($337.75)
The price difference for the room is (based on todays exchange is: $51.86 CAN
Note that fees were charged twice. As indicated in my initial email, in addition to the price difference I would like to be reimbursed for one of the service fees.

Sincerely,

***** *****
Business Response
Date: 03/15/2025
As mentioned in our previous comments, Reservations.com has reached out to the hotel directly and have confirmed with ****** at the front desk that the customer has checked in on the scheduled day, and checked out on the schedule day, and hasconfirmed that the reservation was fully utilized. With this information, Reservations.com will not be issuing a refund for the room and tax as the reservation was fully utilized.
We have reviewed this reservation, and have confirmed that the reservation was booked online via desktop. Please note all information was expressed during the time of booking and agreed upon by the customer directly upon confirmation.
As a one time courtesy for the inconvenience, we have offered the customer a refund for the difference in CAD.

To further proceed with a refund, the customer will need to provide a bank statement showing the charges in the currency that was charged to his account. Because we have charged the customer in USD, we will need this as proof to further proceed with the refund.

Until the customer provides this documentation, ********************** is unable to determine the refund amount.
We have emailed the customer a second time, and are awaiting the customer's response. Without the requested documentation, and without a response from the customer, we are unable to proceed.

Please respond to the email.
Business Response
Date: 03/15/2025
We have offered a refund to the customer for the difference in amount via ******, as this will be our only means to refund in CAD.
Please respond to the email with the requested information so that we may further proceed with a refund.

We await your response to our email directly with the requested information.
Business Response
Date: 03/17/2025
The customer has provided the necessary details to further proceed with a refund.
Once our billing team has initiated a refund, we will notify the customer and the ******************** immediately.
Business Response
Date: 03/19/2025
The customer has provided the necessary details to further proceed with a refund.
Once our billing team has initiated a refund, we will notify the customer and the ******************** immediately.
Business Response
Date: 03/21/2025
The customer has been refunded the difference in price that was charged in CAD.
We have confirmed with the hotel that the reservation was fully utilized and Reservations.com does not have the ability to issue any further refunds outside of the difference that was charged to the customer.
Please note, that service fee is non-refundable and was agreed upon during the time of booking. We have refunded the difference via ****** as the customer has chosen.
********************** will not be refunding any further charges as the reservation was fully utilized.

We have marked this case "closed"
Customer Answer
Date: 03/21/2025

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:03/07/2025
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.
Was rerouted to this site from the **************** Gurnee ******** website. It was not clear that I was being rerouted to a 3rd party at all... I specifically made sure I was purchasing through resort. Upon accepting charge of $388.00, the next page showed a confirmed payment including $188.53 in undisclosed charges and $78.50 service fee. Company refuses to provide a refund. After speaking to management, suddenly they were able to put in a request to refund my ******. Account. This company totally scammed me out of $250 and refused to refund until I threatened to turn them in to BBB and follow up with ownership.
Business Response
Date: 03/07/2025
The customer has provided their ****** information so that we may refund them.
Once the refund has been initiated we will notify the customer and the ********************** immediately.
Business Response
Date: 03/07/2025
The customer has been fully refunded via ******. We have emailed the customer directly confirming this information.

We have marked this case "closed"
Customer Answer
Date: 03/07/2025
They now want access to my ****** for 12 months to process my refund... Which then requires me to provide MORE sensitive information. I want my money refunded back to my credit card account. I should not have to continue to provide more personal information or account information, l let alone permission for access to my transactions and account for the next ************************************ full from this scam company.
Customer Answer
Date: 03/07/2025

Complaint: 23032554

I am rejecting this response because:
They want more personal information and access to my ****** account for 12 months

Sincerely,

****** *******
Business Response
Date: 03/12/2025
We have confirmed with our accounting team that the customer has been issued a full refund including the non-refundable service fee as a courtesy for the inconvenience the customer has experienced.
Please note, this refund was issued on behalf of Reservations.com and not the hotel directly. With this information, we will only have the ability to issue a refund via ******, which has been initiated as of 3/7/2025.
For any additional information that the customer has provided the customer will need to contact ******. Please note, Reservations.com does not need any further details as we have initiated a refund to the customer as of 3/7/2025.
Again, we have refunded the customer via ****** for the full amount. There is no further action Reservations.com needs to take at this time. The customer will need to contact ****** directly to confirm any additional information they may need from the customer.

We have marked this case "closed"
Initial Complaint
Date:03/06/2025
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.
Wanted to book a hotel room, in ******* ******. Saw their ad come up on ****** search, when looking at rates I booked with them. I got a confirmation email within 2 min and when I opened it I saw rates were in US dollars. I called the customer service line immediately to cancel but they told me it was non-refundable. This was in the matter of 5 min of booking. No where on the site does it clearly say booking in USD. The agent was not helpful in trying to solve the issue. It is false advertising and a scam, taking advantage of people. I want to cancel my reservation and get a refund for my stay.
Business Response
Date: 03/06/2025
We have emailed the customer directly regarding further instructions.
Please note, we have asked the customer for the explicit permission if they wish to cancel the reservation entirely for a full refund. Or if the customer wishes to obtain a refund for the difference in price currency. We have asked the customer to provide information showing the currency charges by Reservations.com for verification so that we may provide a refund for the difference.
Once we have received the requested information from the customer, we will then proceed with our assistance.

Please note, in order to proceed with our assistance, we will need the requested information to further proceed.

We await the customer's response

Business Response
Date: 03/07/2025
All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days 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

We have marked this case "closed"
Initial Complaint
Date:03/05/2025
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. Tried to cancel my reservations before 10 am as directed. Called reservations com as well and they said instead of charging me cancellation fee I would be charged full fee. Said it does not say that on their site but incorrect. False advertising by them. This hotel is below fair and we are stuck here. I will never book another hotel through them. I am going to fight my money back. And file a complaint due to false advertising and lack of complying with their own policies.
Business Response
Date: 03/05/2025
We are unable to locate the customers reservation with the information provided. We have emailed the customer directly regarding additional information.

Please respond to the email directly so that we may further assist.

Business Response
Date: 03/07/2025
We have emailed the customer a second time asking for additional information.
Please note, we are unable to locate the customer's reservation with the information provided through the Better Business Bureau. Without the requested information, we are unable to further proceed with our assistance.

Please respond to the email directly so that we may further assist you.
Business Response
Date: 03/10/2025
We have written the customer a third time regarding additional information.
We are unable to locate the customer's reservation with the information provided. We have attempted to reach out to the customer via email three times without a response.
Please note, without the requested information we are unable to further proceed as we have not received a response from the customer, and we do not have the necessary details to further assist.

We await the customer's response.
Initial Complaint
Date:03/03/2025
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.
On Feb. 27 I was looking online for a hotel in **********. I was on the hotel website and exited. When I went back in to finalize the booking my request was "somehow" switched to the Reservations.com website. The rerason that i was dealing witrh the hotel directly is because our travel plans were not 100% confirmed and the hotel would allow us to make changes if needed. I should have been more vigilant while booking but I believe that *************** were dishonest in how they masked their website to imitate the hotels website.
Business Response
Date: 03/04/2025
We have emailed the customer directly regarding a cancellation and refund. Please respond to the email directly so that we may further assist.
Business Response
Date: 03/04/2025
All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days 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.
We have marked this case "closed"
Customer Answer
Date: 04/08/2025

Hello,
This is ****** *******.
As per your email I wish to have the hotel reservation (R1586257104) canceled in order to obtain a full refund.

Regards,
****** *******
E: ***************************
C: ************
Business Response
Date: 04/08/2025
As mentioned in our previous response as of March 4, 2025: "All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days 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."
The customer has confirmed with ********************** directly via email that they have received their full refund.

At this time, Reservations.com holds no further charges, and asks that the BBB close this escalation as it has been resolved between Reservations.com and the customer.

We have marked this case "closed"
Initial Complaint
Date:03/02/2025
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.
I booked a hotel stay and parking in *********, ******* on reservations.com for May 10-11/25. The price for the hotel room was the same as the actual hotels website and there was no clear indication that on reservations.com, the price would be in USD. I asked to have my room cancelled so that I could rebook it through the hotel's website directly instead. Reservations.com has informed me that they have cancelled my room but they are unable to offer me a refund since I booked a non- cancellable room. I don't understand how they can cancel it, but not issue a refund or now just reinstate the room for me. I had reserved the room on May 10-11/25 at The Laundry Rooms Suites, in *********, **. I have reached out to the hotel directly to see if they can reinstate my room since I can't get a refund and they are unable to help me either since I booked through this Online Travel Agent Portal. So I have now paid $860.00 Canadian dollars and I have no place to stay. I have gone back and forth with reservations.com and the hotel directly and I am not getting any resolutions. Please help,***** Koluk
Business Response
Date: 03/03/2025
We are currently attempting to reach out to the hotel regarding a cancellation and refund.
Once our escalations team has provided us with a resolution, we will notify the customer and the ********************** immediately.
Business Response
Date: 03/03/2025
We are currently attempting to reach out to the hotel regarding a cancellation and refund.

Once our escalations team has provided us with a resolution, we will notify the customer and the ********************** immediately.
Customer Answer
Date: 03/03/2025
See attached the charges that went to my mastercard for this reservation.
I would like the whole amount refunded as I was unaware that the charges would be USD.
Very misleading and fraudulent.
Business Response
Date: 03/05/2025
We have offered the customer a refund via Check or by *******
Please respond to the email directly so that we may further proceed with a refund.
Business Response
Date: 03/06/2025
The customer has been fully refunded via *******
We have emailed the customer directly regarding this information.

We have marked this case "closed"
Customer Answer
Date: 03/07/2025

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.
All monies have been fully refunded.

Sincerely,

***** Koluk
Initial Complaint
Date:03/01/2025
Type:Billing 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 thought I was booking another night with the hotel and booked through this number instead ***************. Not only did I never receive a bill, just a charge to my credit card, I was already told by the front desk it was booked through another company at a much higher rate, to which I had to find the number because I was mislead to believe I was talking to the front desk the whole time. When I called to get this adjusted, not only was the call being dropped but I could not hear what the person was saying. This is absolutely ludicrous and a scam. Im being charged $79 more than I should be.
Business Response
Date: 03/02/2025
We are unable to locate the customers reservation with the information provided. We have emailed the customer directly regarding additional information.

Please respond to the email directly so that we may further assist.

Business Response
Date: 03/04/2025
We have emailed the customer a second time asking for additional information.
Please note we are unable to locate the reservation with the information provided through the Better Business Bureau. Please respond to the email directly with additional information so that we may further assist you.

We await the customer's response.
Business Response
Date: 03/07/2025
We are unable to locate the reservation using the information provided through the Better Business Bureau.
We have emailed the customer a third time asking for additional information. If the customer does not respond to the email directly we will be unable to further assist as we have not received all the requested information we have inquired to the customer.
Please respond to the email so that we may further assist.
Business Response
Date: 03/14/2025
We have sent 3 emails asking for additional information.
We have not received a response or update from the customer. Please be advised that the customer has not responded to our emails, and without any further information, we are unable to locate the customer's reservation nor proceed with our help.
We ask to close this escalation.
We have marked this case "closed"
Initial Complaint
Date:02/28/2025
Type:Billing 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 *************************************************************************************************** ***********. Before I clicked pay the only amount I was quoted was $120 for two nights. When I received email confirmation, $59.22 had been added for Tax Recovery ***************** Fees. I complained to the hostel who said I had actually booked through a third party via *********** and that the only additional charges the hostel has is $20 for tax. I also noticed another payment was pending in my account, of $12 to ******************** I spoke to an advisor for ** who claimed I was quoted the full amount before I paid (I wasnt) and that they would not claim any additional payment (they did). I am now back in the ** and want to seek further advice before trying to contact RC again.
Business Response
Date: 02/28/2025
We have reviewed this information, and have concluded that the customer has booked their reservation with Reservations Center and not Reservations.com. We have emailed the customer directly with the contact information to Reservations Center. Please note, we do not have the ability to further assist the customer due to privacy reasons between Reservations Center and the customer.

We have marked this case closed

Customer Answer
Date: 03/05/2025

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,

Benjamin *******
Customer Answer
Date: 03/05/2025
This company seems to be operating in exactly the same way as ******************* so I would argue that it is, in fact, connected to Reservations.com in some way.
Initial Complaint
Date:02/27/2025
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.
Tried to make a hotel reservation with the ****************. I was unknowingly redirected to reservations.com where I booked an "unchangeable" reservation. This was a trip to attend a 20 year anniversary from the *******************************, and the date changed by 1 week. Reservations.com would not change the date or give me a refund. I talked to the Great Wolf Lodge, who offered me a better rate than my original reservation but said they could not do anything because it was booked through a 3rd party. There was availability at the **************** for the week i was trying to change my reservation to
Business Response
Date: 02/27/2025
We are unable to locate the customers reservation with the information provided. We have emailed the customer directly regarding additional information.

Please respond to the email directly so that we may further assist.

Customer Answer
Date: 02/28/2025
Attached is my reservation confirmation
Business Response
Date: 02/28/2025
All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days 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.

We have marked this case "closed"
Customer Answer
Date: 03/06/2025

Complaint: 22999827

I am rejecting this response because:
Attached is my reservation confirmation
Sincerely,

***** *******
Business Response
Date: 03/06/2025

All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days 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.

We have marked this case "closed"
Business Response
Date: 03/07/2025
As mentioned in our previous response:
All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days 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.

We have marked this case "closed"
Customer Answer
Date: 03/12/2025

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,

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

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