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:02/27/2025

  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.

  Made a hotel reservation (#*************) through Reservations.Com at a *********** in *********, ** for 2/22,/2025. Got my reservation # from Reservations.Com (*************) and believed all was goodaccording to their confirmation email. Arrived at the hotel at approx 4PM. The hotel had no information regarding my reservation, but did confirm I was at the correct hotel after reviewing the ******* confirmation e-mail. Subsequent conversation with a ******* **** via the online phone number, provided no help. Another ******* *** spoke directly to the front desk to no avail. The ******* information just didnt work, even though the Holiday in team was doing its best to make my reservation work. Being very frustrated, and not wanting to pay double for a room (Note: ******* had already charged my credit card Approx. $184 with their included their $30+ service fee), I left and drove the rest of the way to my final destination. In my last conversation with the ******* **** I asked if he would return my full upfront payment. He said he wasnt sure, but would look into it. As of today, I dont have confirmation that my credit card had been reimbursed. *****

  Business Response

  Date: 02/27/2025

  We have escalated this case as of 2/22/2025.

  We have further elevated this case to our billing team for further assistance. Once we have recieved an resolution from our team regarding this matter, we will notify the customer and the ********************** immediately.

   

  Business Response

  Date: 02/27/2025

  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:02/26/2025

  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 was somehow directed to reservations.com when I thought I was booking through a direct website. My discount code was not applies and was charged triple what I meant to pay. Not only that but I was charge close to $800 in FEES. When I called back a few minutes later, they said my charge was final and would not let me cancel or inform me of what the $800 was for. I asked for an itemized list and they refused.

  Business Response

  Date: 02/27/2025

  
  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: 02/27/2025

  We have raised this case to our team for further assistance. 

  Once they have provided us with a resolution from the hotel, we will notify the customer and the ********************** immediately regarding a refund. 

  Customer Answer

  Date: 02/27/2025

  I would like to proceed with a refund in full as quickly as possible.

  Business Response

  Date: 02/28/2025

  We have processed a refund for the room and tax to the customer as of 2/28/2025. 

  We have attempted to refund the service fee back to the customer, and are unable to process this refund back due to a customer-initiated escalation. 

  Please be advised that Reservations.com has initiated a refund; However, if you have escalated any charges to your bank regarding Dispute or Chargeback, then we are unable to process a refund at this time as all processing has been stopped by both parties' financial institutions due to their investigation. Please note all chargeback/disputes can take up to ***** days to resolve on each end depending on the banks. If you have any further questions regarding processing and follow up, and all further communication will be communicated to your bank for further assistance at this time.

  With this information, the customer will need to contact their financial institution for further questions regarding processing, follow up and resolution time.

   

   

  We have marked this case "closed"

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22995254
  
  I am rejecting this response because: I would like to proceed with a refund in full as quickly as possible.
  
  Sincerely,
  
  Stacy June

  Business Response

  Date: 03/06/2025

  We have processed a refund for the room and tax to the customer as of 2/28/2025. 
  
  We have attempted to refund the service fee back to the customer, and are unable to process this refund back due to a customer-initiated escalation. 
  
  Please be advised that Reservations.com has initiated a refund; However, if you have escalated any charges to your bank regarding Dispute or Chargeback, then we are unable to process a refund at this time as all processing has been stopped by both parties' financial institutions due to their investigation. Please note all chargeback/disputes can take up to ***** days to resolve on each end depending on the banks. If you have any further questions regarding processing and follow up, and all further communication will be communicated to your bank for further assistance at this time.
  
  With this information, the customer will need to contact their financial institution for further questions regarding processing, follow up and resolution time.
  
   
  
   
  
  We have marked this case "closed"

  Customer Answer

  Date: 03/06/2025

  I did receive the room refund. I was told I would get a full refund from them but it now says they cant return the service fees due to customer escalation? I dont know what that means. I havent been in contact with them since I was told they would issue the full refund.

  Business Response

  Date: 03/06/2025

  As mentioned in our previous response; We have processed a refund for the room and tax to the customer as of 2/28/2025. 

  
  We have attempted to refund the service fee back to the customer, and are unable to process this refund back due to a customer-initiated escalation. 

  
  Please be advised that Reservations.com has initiated a refund; However, if you have escalated any charges to your bank regarding Dispute or Chargeback, then we are unable to process a refund at this time as all processing has been stopped by both parties' financial institutions due to their investigation. Please note all chargeback/disputes can take up to ***** days to resolve on each end depending on the banks. If you have any further questions regarding processing and follow up, and all further communication will be communicated to your bank for further assistance at this time.

  
  With this information, the customer will need to contact their financial institution for further questions regarding processing, follow up and resolution time.
  
  
  We have marked this case "closed" 

  Business Response

  Date: 03/06/2025

  We have refunded the room and taxes in the full amount as of 2/21/2025.

  We have refunded the service fee as a one time courtesy for the inconvenience the customer as experienced as of 3/6/2025.

  All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution. With this information, we advise that the customer contact their 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.  I did receive the room refund. I was told I would get a full refund from them but it now says they cant return the service fees due to customer escalation? I dont know what that means. I havent been in contact with them since I was told they would issue the full refund.
  
  Sincerely,
  
  Stacy June

• Initial Complaint

  Date:02/26/2025

  Type:Customer Service 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 and wanted to cancel. They charged my credit card immediately for the full amount. Immediately. I am not able to reach them until 7 days prior to the scheduled stay which is 3 months away. This is wrong.

  Business Response

  Date: 02/27/2025

  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: 02/28/2025

  We have written the customer regarding a cancellation and refund.

  Please respond to the email directly so that we may further assist you regarding this matter.

  Business Response

  Date: 03/03/2025

  We are unable to locate the customer's reservation.

  We have emailed the customer a third time asking for additional information so that we may further assist.

  Please respond to the email directly so that we may further assist you with your concerns.

  Business Response

  Date: 03/05/2025

  We have reviewed the customer's cancellation policy and have provided this information to the customer. We are able to cancel the reservation without penalty at this time.

  Please be advised that the customer's cancellation policy states: "Cancellations or changes made between 5/14/2025 6:00:00 PM and 5/15/2025 6:00:00 PM local hotel time, are subject to a hotel fee equal to 1 night(s) plus tax recovery charges and fees."

  At this time, we are able to cancel the reservation without penalty per the customer's cancellation policy. Please respond back to the email directly so that we may further assist you. 

  Once this allotted time frame has passed, Reservations.com will be unable to further extend a refund per the cancellation policy. 

   

  We await your directly response to our email so that we may further proceed with our assistance.

• Initial Complaint

  Date:02/26/2025

  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.

  On February 26, 2025, I thought I was booking a hotel reservation with *************. In fact a third party, Reservations.Com created the reservation. Reservations.com presented itself as the ************************ Desk. This is a deceptive practice. I feel cheated. Multiple charges were made to my credit card: $135.85 U.S. ($199.41 Canadian)$ ***** U.S. ($47.89 Canadian) Reservations.com quoted the full room rate as $168.47 when in fact, $***** were service fees. I cancelled the reservation but was told that I may not receive the refund because Reservations.com has a no-cancellation policy. The cancellation will now go to the Reservations.com billing department, which will call ************ and ask if the hotel will accept the cancellation. I called the ************ directly when I was on the phone with Reservations.com and was advised that this was not the first time that this had happened and that the hotel would accept the Reservations.com cancellation without penalty. I rebooked with the ************ representative. The room rate was $117.35, which is a $51.12 ************ from the Reservations.com rate of $168.47. A fraud claim has been made with **** for Reservations.com misrepresentation as *************. **** requested that if the cancellation is not processed as promised, then **** will follow up with Reservations.com.

  Business Response

  Date: 02/27/2025

  We have emailed the customer twice regarding a cancellation and refund. Please review both emails as they explain your refund.

  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:02/26/2025

  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.

  Hello,I am making this report to flag the deceptive and intentionally misleading behavior by Reservations.com. My wife ******, booked a stay at ******************************* where I am a guest artist in town for an exhibition and talk at ***************************. We only realized we had booked with a 3rd party after I attempted to modify the reservation by one night. That is when we realized that the official website of the hotel was a 3rd party representing itself as the hotel. A site called reservations.com that doesnt allow changes to reservations made in advance, and adds a 20% booking fee to lock in a reservation that can only be forfeited for a fee and/ or the full charge of stay. No-one would intentionally choose to book with Reservations.com over a hotel directly where standard policies allow some flexibility, this is travel is it not, if changes are made in advance. Reservations.coms only service seems to be making misleading ads and punishing terms that allow it to take payments without rendering goods. The many complaints on BBB appear to agree. A company called Reservations.com which only allows booking but no modifications to travel is misnomer in name and practice. In truth their business is trickery. I want to be refunded for my unused day. And I want to flag these unscrupulous practices which are predatory to consumers and diminish trust.

  Business Response

  Date: 02/27/2025

  Please note the customer's cancellation was expressed during the time of booking and agreed upon during the time of confirmation. The customer has agreed to the cancellation policy "Cancellations or changes made between 2/24/2025 3:00:00 PM and 2/26/2025 3:00:00 PM local hotel time, are subject to a hotel fee equal to 100% plus tax recovery charges and fees"

  Please note, we have received an email from the customer as of February 26, 2025 regarding an early check-out. 

  We understand the customer's case, and are working diligently to resolve this matter immediately.

  
  
  We have escalated this case to our escalation team who will reach out to the hotel regarding this matter. Once our team has provided us with the resolution, we will notify the customer and the ********************** immediately. 

  Business Response

  Date: 02/27/2025

  We have confirmed that the hotel is willing to cancel the last night of the reservation with a refund of the room night room and tax.

  We have issued a refund for the last night of the reservation, and have confirmed that the customer's new check out day is March 1, 2025. 

  The customer has been refunded, and can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution. 

  We have marked this case "closed"

• Initial Complaint

  Date:02/23/2025

  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.

  MY ROOM was charged over AUD $555 for a room in ********* advertised for AUD $159 per night.They decieve you by ghosting their website like this ********************************************** It has all their logos, pictures and looks official.I complained to Hotel and they said I had to contact this website which is not helpful. The HOTEl and I do not pay USD TAXES so it should not have been added.

  Business Response

  Date: 02/24/2025

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

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22980624
  
  I am rejecting this response because: I don't want any others to be overcharged by predatory practices and believe they will continue with this style of website ghosting.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/26/2025

  As mentioned in our previous response: "We have reviewed this information, and have concluded that the customer has booked their reservation with Reservation Center and not Reservations.com. We have emailed the customer directly with the contact information to Reservation Center. Please note, we do not have the ability to further assist the customer due to privacy reasons between Reservation Center and the customer."

  At this time, the customer has raised an escalation with the incorrect company, and will need to contact Reservation Center regarding any escalated issues. Please note, Reservations.com has no affiliations with Reservation Center, and we advise that the customer contact Reservation Center regarding this matter.

  We have previously attached the screen shots provided by the customer, and have made notes showing the incorrect information that does not belong to Reservations.com.

   

  We have marked this case "closed"

  Customer Answer

  Date: 02/26/2025

   
  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:02/21/2025

  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.

  While we were in ***************, our flight was canceled due to weather. I used this company to book a reservation, and then we were made aware that our flight was being for the same day. I contacted this company and was informed that it would not be an issue in receiving a refund based on that information,I did not check in to our hotel reservations. The following day I received an email stating they were still working on my refund and explained that the hotel firstneeded to provide a refund in order for me to receive a refund. I went ahead and contacted the hotel multiple times starting from Tuesday throughtoday Friday and they have confirmed that they have not in fact received any payment from reservations.com because it was canceled the same day it was booked They also confirmed they were contacted by reservations.com agent and that is in fact how it was canceled reservations.com is stating that they cannot giveme back my money because the hotel has not given it back to them at thispointreservations.com is refusing to contact the hotel and assist in any capacity. The hotel has on multiple occasions confirm they have not fact been paid at all.

  Business Response

  Date: 02/21/2025

  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:02/17/2025

  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.

  I thought I was talking to Embassy Suites directly but Reservations.com scammed me. The used car salesman ***** overcharged my credit card 2/8/25 order #H10394263. I asked him prior if I cancel will I receive FULL refund and he replied yes as long as it is before 24 hours of my 4/11/25 reservation. As soon as I figured he overcharged me, I told him I dont want to go thru with reservation and why did he overcharge me $600, however he hung up rather than answering. He stated he would send itinerary with pricing to my email but never did. I called back 6 times the same day and after mainly getting hung up on. They stated I will receive FULL refund with a confirmation #******** but they only refunded me a little over $100. One representative explained fees ***** charged me totaled over $900 in tax and fees. They are continuing to lie and scam and hang up on me. I am out $1,695.45. Reading other reviews, this seems to be a pattern with this company and the government should step in and penalize them. Please Better Business Bureau help me! I can not afford to be out all this money!!

  Business Response

  Date: 02/17/2025

  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: 02/19/2025

  We are unable to locate the reservation with the information provided through the BBB. 

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

  Business Response

  Date: 02/21/2025

  This is our third attempt to reach the customer via email. 

  ********************** is unable to locate the reservation with the details provided by the customer through the **********************. Please respond to the email directly with the requested information so that we may further assist you.

  If we do not receive the requested information, we will not have the ability to further assist the customer.

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

  Business Response

  Date: 02/21/2025

  The customer has confirmed that they have reached out regarding the incorrect third-party booking company. 

  We have marked this case "closed"

  Customer Answer

  Date: 02/22/2025

  The matter has been resolved thru my credit card company. Thank you. 

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau I finally got refunded my money after I complained to my credit card company. Thank you for your help.

  Customer Answer

  Date: 02/26/2025

   
  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.  
  
  Better Business Bureau I finally got refunded my money after I complained to my credit card company. Thank you for your help.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:02/15/2025

  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 attempted to book a hotel with ********. Click on a site that said it was ********. It was another site that Marriott.reservations.com. They quoted me one price and then I received a confirmation email for another price. I called to get hem to fix it and stayed on the phone for 3 hours and they did not refund the money. I explained that I thought I was booking with Marriott and they were misusing the name. The admitted they understood the mistake. Still did not refund the money.

  Business Response

  Date: 02/16/2025

  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
  
  

• Initial Complaint

  Date:02/15/2025

  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.

  On February 10th 2025 I made a reservation to stay at a local hotel named The ********* in **********, **. I ******* the name of the hotel and made the reservation from the website that came up expecting it was the hotel's own web page. The cost for the room was $150 plus the expected taxes and fees which came out to $169. Upon checking out I received a receipt saying that the expected total of $169 was paid. However when I was reviewing recent charges on my credit card statement I saw two charges on the 10th. One charge was from *********** for $191.02 and another was from *************** for $48.75. On the email receipt from the hotel that I received on the day I made the reservation it clearly confirmed the room price of $150 and local fees and taxes totaling $19.84. Because of the charges on my credit card I looked through more emails and found that I also received an email from Reservations.com which in small print listed a service fee of $48.75 and other taxes and fees totaling $41.02 (which is $21.18 more than expected). These additional fees were not clearly listed when making the reservation. I contacted ******* and they told me that because the reservation was not made through them they had no information on the reservation, even though the charge of $191.02 was listed to them. When I contacted Reservations.com they gave me some runaround about non-refundable fees. This situation is deeply concerning, as these companies essentially act as intermediaries, obscuring their fees and providing no additional value. This practice is both misleading and unfair to consumers. I request that these charges be reviewed and that a resolution be provided.Reservation number R1773574493 Itinerary number *************

  Business Response

  Date: 02/16/2025

  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: 02/16/2025

  We have escalated this case to our billing team for further escalation. Once they have provided us with a resolution we will notify the customer and the ********************** immediately.

   

  Business Response

  Date: 02/17/2025

  We have confirmed that the reservation has been fully utilized. We have confirmed that the reservation has been booked online using the mobile application. All information including "taxes and fees" is displayed during the time of booking and agreed upon by the customer during the time of confirmation.

  As a courtesy for the inconvenience the customer has experienced, we have issued a refund for the service fee as of 2/17/2025. All refunds can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution. We have advised the customer to contact their financial institution regarding processing and follow up.

   

  We have marked this case "closed"