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Business Profile

Hotel Reservation

Reservations.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

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

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    Customer Complaints Summary

    • 601 total complaints in the last 3 years.
    • 212 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/05/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a reservation to a hotel in ****** because of some link that redirected me there. It advertised their rates which I then purchased. When purchasing it doesnt say that it is in USD only if you scroll all the way down which is misleading since I was redirected from a Canadian website. It wasnt until I got the receipt that it said it was in USD very clearly. So I contacted them immediately after the purchase to see if they could at least let me pay the price in CAD but they refused both times I tried to layout the issue. It is very misleading that they dont clearly state their currency especially if they are somehow linked with Canadian or other countries. Also the service fee on the receipt seems to be included in the final price but I was charged that fee additionally on my credit card.

      Business Response

      Date: 01/06/2025

      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 a 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: 01/06/2025

      The customer has confirmed they wish to be refunded the difference in currency price. 

      We have offered the customer a refund via ****** so that we may issue a refund for the difference in CAD. Please note, Reservations.com will only have the ability to issue a refund via ****** so that we may refund the customer in CAD Currency.

      Please respond to the email directly so that we may refund the customer the difference.

      Once a refund has been initiated we will notify the customer and the ******************** immediately.

      We await the customer's response.

      Business Response

      Date: 01/07/2025

      The customer has been refunded the difference in price via ******. We have emailed the customer to confirm that the refund has been initiated, and that they will also be receiving an email from ****** to confirm this information.

      We have marked this case "closed"

      Customer Answer

      Date: 01/07/2025

       
      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.

      I am disappointed that their initial response is to not help at all but only help when contacting the BBB. While their response from the BBB was very quick, this should be a ****** for them to fix their initial customer support. This unfortunately makes them feel like a scam rather than a legit business. 
      Sincerely,

      **** *******

    • Initial Complaint

      Date:12/26/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 26, I made a reservation for Great Wolf lodge for February 1-2. After doing so I realized I had hit February instead of March. I immediately called reservations.com to fix the date and they told me there are no refunds even though I didn't want a refund I just needed to change the date. They informed me that the only way to do that and send my refund request was to cancel my reservation with no guarantee of getting my money back! Now I have no reservation and they have my money. I called 3 times and then requested a supervisor, they were not only rude but did nothing to rectify the problem. In all honesty I thought I was making the reservation with Great Wolf but was directed to this third party site. Again wasn't looking for refund just change date! I'm hoping for a refund now as I'm paying for nothing, btw $758. What a scam! Just fyi, I called Great Wolf they informed me they have a 24 hour refund cancellation policy but reservations.com doesn't honor that even though they said they follow the guidelines of the lodge.

      Business Response

      Date: 12/27/2024

      We have emailed the customer regarding the cancellation policy and a refund from the customer. 

      At this time, our billing team is currently investigating this matter and working with the hotel. Once we have been updated from our team, we will notify the customer immediately.

      Once we have been updated from our team, we will notify the Better Business Bureau immediately.

      Business Response

      Date: 12/30/2024

      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. 

    • Initial Complaint

      Date:12/26/2024

      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.
      We were trying to book a night for a hotel room at the ********* in ************. I searched for that and got a site which I thought was the hotel. I chose a room and reserved it. Then an email arrived with a charge that was $100 more than the price on the site!I looked more closely and it was not the hotel website but someone nothing called Reservations.com. I called immediately to cancel the reservation and they refused to do that.They did offer to cancel the room, review our request, and the maybe refund us in two weeks! But no guarantees. I am so angry and feel defrauded. Is there anything that can be done about businesses that operate like this?

      Business Response

      Date: 12/26/2024

      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: 12/29/2024

      We have reached out to the customer a second time asking for additional information. Please note, without the requested information we are unable to further assist the customer.

      We await the customer's response.

      Business Response

      Date: 12/30/2024

      We have asked the customer a third time for additional information. 

      Please note, we are unable to locate the reservation with the information provided. Please provide the requested information so that we may further proceed with our assistance. Please respond to the email directly.

      We await your response.

      Business Response

      Date: 12/30/2024

      The customer has emailed back with names that are associated with the reservation. However we have emailed the customer back directly asking to confirm the itinerary number associated with the name provided by the customer so that we are able to further proceed with our assistance. 

      Please note, without direct confirmation from the customer confirming this information, we are unable to proceed. 

      We await the customer's response directly to our email.

      Business Response

      Date: 01/03/2025

      The customer has only provided limited information. We have located a reservation based on the information the customer has provided, however; We kindly ask for the customer's explicit confirmation so that we may further proceed with our assistance.

      Please respond to the email directly so that we may further assist. Please note, without the customer's response, we do not have the ability to further assist.

       

      We await the customer's response. 

    • Initial Complaint

      Date:12/19/2024

      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 searched for ********************** on 12/19 and the first listing included the name of the resort in the website so I assumed it was the correct one. I made a reservation for one night for $171. There was no mention of taxes or fees. I admit I did not open the terms link to read, assuming this was a reputable hotel with normal terms. AFTER check out my total was $267, $171 for the room and $96 of fees. The receipt also notes no refunds. There is no link or website listed in the booking confirmation or receipt to see terms and conditions. I has to search for that separately. I immediately called the number in the receipt and had to go through many menus to get to a representative. She was unable to give me an itemized list of what those fees and estimated taxes for the area were. I asked what those fees covered and she said they were booking and service fees, but could not say tell me dollar amounts for anything. I appreciate that I was at fault for not reading the terms. I would like an explanation of the fees and taxes.

      Business Response

      Date: 12/23/2024

      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: 12/26/2024

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

      We have emailed the customer a second time asking for additional information. Please respond to the email directly so that we may further assist you.

      Please note, without any response from the customer and the requested information, we are unable to further assist the customer.

      We await your response. 

      Business Response

      Date: 12/29/2024

      We have emailed the customer a third time asking for additional information. Please respond to the email directly so that we may further assist.

      Please note, without the requested information, Reservations.com does not have the ability to further assist as we do not have all the information we need to investigate.

       

      We await the customer's response.

    • Initial Complaint

      Date:12/18/2024

      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 called the number that was listed for expedia but it was global reservation they texted me a number and it said my sucure expedia code was ..... I provided the code they went and changed my reservation to something totally different than what I booked I called for a name to be corrected and nothing to do with changing travel dates or times.ive been on the phone for 7 hours trying to get to the bottom of this getting nowhere I had to complete a new booking paying an additional $601 dollars to get a ticket for my original flight purchased

      Business Response

      Date: 12/18/2024

      We have reviewed this information, and have concluded that the customer has booked their reservation with Expedia/*************** and not Reservations.com. Please note, we do not have the ability to further assist the customer due to privacy reasons between Expedia/*************** and the customer.

      We have noted to the customer that ********************** is a third party booking company that assists many hotel's worldwide reserve hotel reservations. Reservations.com does not offer the ability to reserve flights at this time.


      We have marked this case closed


    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was using the site reservations.com. The prices were in Canadian on the site. Then when all was calculated, the fees were then in American funds. I called their phone number, there were many conversations going on in the background. The gentleman told me I had to push a little button in the right corner to have the correct pricing. This is terrible! Merry Christmas to me, Im paying 100.00$ more! And the voices in the background were saying the same thing to other callers. What a scam!!

      Business Response

      Date: 12/17/2024

      We have written the customer regarding a cancellation without penalty. 

      We will need the customer explicit permission to cancel the reservation to obtain a refund. Please note, the customer's check in date starts December 18, 2024. The customer will need to provide their explicit permission to cancel the booking to obtain a full refund prior to the check in date. Reservations.com will not have the ability to issue a full refund on the check in date or after. 

      We await the customer's response to further assist.

      Business Response

      Date: 12/18/2024

      Reservations.com has not received permission by the customer to cancel the reservation. With this information, We have left the reservation active at the hotel for the customer's use. Please note, we are unable to provide a full refund at this time as we were unable to confirm a cancellation prior to today 12/18/2024 which is the check in date.

      We have refunded the service fee to the customer as a gesture of goodwill. Please be advised, no further refunds will be issued at this time. 

      We have advised the customer that all refunds can take up to 7-10 business days to reflect back onto their account depending on their financial institution. We advise that the customer contact their financial institution with questions regarding processing and follow up. 

       

      We have marked this case "closed"

      Business Response

      Date: 12/18/2024

      The customer has confirmed that they will be checking into the hotel at 3:30. Please note, we do confirm that the reservation remains active at this time.

       

      We have marked this case "closed"

    • Initial Complaint

      Date:12/13/2024

      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.
      My wife booked a hotel online on 12/13/24. for two nights at ****************. She was redirected to this website without knowing it was the reservations.com website. Also, when she paid, there were additional fees that were added on that she was not aware of prior to booking. When I contacted the customer service agent, they tried to push me to cancel immediately, without a guaranteed refund. Was this an underhanded tactic designed to collect money for nothing? so I asked for a supervisor and was transferred. The supervisor advised me that he would process a refund in 7-10 days of the service fee of $98.58. He also guaranteed a refund of the rest ($725.42), but to a ****** account that would arrive in ***** days. I have seen online that others have had the same problem with this company that we have had.

      Business Response

      Date: 12/14/2024

      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: 12/17/2024

      We were able to locate the customer's reservation. At this time, all charges have been refunded back to the customer via ******. Please note, that we have refunded the customer the service fee which is included in the refund that was issued via *******

       

      We have marked this case "closed"

      Customer Answer

      Date: 12/18/2024

       
      Complaint: 22685878

      I am rejecting this response because have not yet been fully refunded as promised. 

      Additional details I would like to include are listed below. 

      Reservation number: R99854535

      Itinerary number 9049534499054

      Email used: *******************************


      Sincerely,

      ******* Puff

      Business Response

      Date: 12/23/2024

      The customer has received a full refund via ******. The full amount includes the service fee.

      All charges have been refunded to the customer via ******. We have emailed the customer informing them of this information. No further refunds will be issued as all charges have been fully refunded to the customer as of 12/17/2024.

       

      We have marked this case "closed"

      Business Response

      Date: 01/03/2025

      We have fully refunded the customer via *******

      We kindly ask to close this escalation as the customer has been fully refunded.

      We have marked this case "closed"

    • Initial Complaint

      Date:12/12/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went to the website link for a conference to book my hotel. There are two linksI chose the Hotel location. This took me to reservations, so I booked my stay, only to find out when the email confirmation came through that it was a third-party website, not the hotel website. I was charged twice as much with no option to modify or cancel. Ive contacted them via email and phone to speak with someone, but the email gives me a number to call, and the call states if its not within 7 days of the reservation, they cant help and disconnect.The university where the conference is held acknowledged that it was a fraudulent link: "The Hotel Location link originally directed users to a map of the hotel area, and we are not sure how this was updated to a 3rd party site." I am working with our corporate credit card account, but they've not been beneficial.

      Business Response

      Date: 12/12/2024

      Please note, that cancellation policy was expressed during the time of booking and agreed upon by the customer during the time of confirmation. With this information, Reservations.com does not have the ability to modify a reservation once it has been confirmed by the customer.

      We have emailed the customer asking for their explicit permission to cancel the reservation to obtain a refund.

      Business Response

      Date: 12/13/2024

      We have written to the customer once again, for the customer to confirm that the reservation we have presented, will be the reservation that will be cancelled.

      We ask that the customer respond to the email sent, to confirm this is the correct reservation on file, and that they wish to have it cancelled.

      We await the customer's response. 

      Business Response

      Date: 12/13/2024

      We have reviewed the information once again, and see that another person has responded to a cancellation. 

      We will need explicit permission by the customer to cancel the booking.

      Business Response

      Date: 12/13/2024

      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. 

      Please be advised that Reservations.com has initiated a refund; However if the customer has initiated a dispute/chargeback then the refund can be delayed up to ***** days until your financial institution has resolved their investigation including any corresponding appeals and will be advised by the customers bank directly. For any questions regarding processing, follow up, and resolution time, please contact your financial institution for any updates at this time.

       

      We have marked this case "closed"

      Customer Answer

      Date: 12/13/2024

       
      Better Business Bureau:

      THANK YOU!!!! 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:12/10/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am unable to have a hotel reservation canceled and refunded. The reservation service is at **************. I do not know the name of the reservation service as I thought I had directly called the ************** located at ************************************ in **. On December 10, 2024 I I had to cancel my trip scheduled to start on December *******, I called the number above and was told I had agreed to no reimbursement for cancellation of my December ******* reservation. This seems unfair, inappropriate, and should be illegal business practice.

      Business Response

      Date: 12/11/2024

      We have reviewed this information, and have concluded that the customer has booked their reservation with Hotel Guides and not Reservations.com. We have emailed the customer directly with the contact information to Hotel Guides. Please note, we do not have the ability to further assist the customer due to privacy reasons between Hotel Guides and the customer.


      We have marked this case closed

    • Initial Complaint

      Date:12/09/2024

      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.
      Called best western st ******.I was working so i wasn't able to check properly if it was the hotel direct line.Asked them if it was the hotel, they said yes multiple times.Noticed my mistake a few minutes after the reservation, called them and ask for a cancellation, they said i have to talk to the hotel, it's their decision if i can cancel without fees.Called the hotel they said i can cancel it free of charge Called them again and told them what the hotel said. Now they are asking for 150 CAD each room for cancellation ******* they aren't responding to anything.I'm at the hotel reception with the front helping me talk to them about the cancellation but they wouldn't budge and they said it's not their problem anymore if i made the mistake.

      Business Response

      Date: 12/10/2024

      We have contacted the hotel and have confirmed with **** that the customer has 3 reservations, and all rooms have utilized 1 night room and tax. We have refunded the remaining nights to the customer as of 12/10/2024.

      Please note, all refunds 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"

    Reservations.com is NOT a BBB Accredited Business.

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