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:02/15/2025

  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.

  My reservations.com ppmisrepresented themselves as the Hyatt and booked me a non refundable room. I tried changing the date and they are charging me $400 for a room I cant use. ***** is willing to ping to change the dates

  Business Response

  Date: 02/17/2025

  We have reviewed the customer's reservation, and the booking has been made as a "Non-Refundable" reservation. With this information, Reservations.com does not have the ability to modify reservations based on the cancellation policy that was confirmed by the customer during the time of confirmation.

  We have offered a full refund to the customer for a cancellation of the reservation; However we will need the customer's explicit permission to cancel the booking so that we may further proceed with a refund.

  Please respond to the email directly if you wish to cancel your reservation for a full refund. 

  Business Response

  Date: 02/18/2025

  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:02/13/2025

  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 NEED HELP! I have tried to get a refund for a canceled hotel stay while visiting my brother in **, ***** Indiana back in early November! I have called Reservations .com and they refuse to give our money back. I have been trying to get the money back from my credit card company and that has been not goiong very well!Here is what happened with our stay in *******:We needed to reserve a hotel stay for approximately six days. We decided to stay at the Comfort Suites.This was our first time in this area, and we did not know where many of the hotels were that were close to our family. So we made a reservation at the ************** North location. Unfortunately, it was the wrong location! We needed to stay at the south location as that was the one closer to our relatives!So, we canceled the reservation at the north location not even an hour after the reservation was made. We were not told that we would not get our money back if the reservation was cancelled! We told them that we had the wrong location and needed the south location! We arrived at the south location and stayed there for the 6 days. When we got home from our stay, we checked our credit card and noticed that we were charged for staying at both locations! My wife tried to call to get the charges for the north location put back on our card, but they would not refund the charges!I dont care about any fees. We just want the money back for the 6 days they charged us in which we never stayed!Regardless of any cancellation policy, this is really unacceptable! They should of at least transfered the reservation from the north location to the south location and obvioulsy they never did.Its been a few months now and I really do not know how to get this issue resolved!All I can say is that I will never use another third party service to make hotel reservations! I will call the hotel directly or go there myself!Any help on this issue is much appreciated. Sincerely,****** ******

  Business Response

  Date: 02/14/2025

  This case has been escalated for further assistance regarding a cancellation and refund.

  Once we have received a resolution, we will notify the customer and the ******************** immediately.

  Business Response

  Date: 02/17/2025

  ****** the General Manager of the hotel has denied our request for a refund and has confirmed that the hotel will stand by the Non-Refundable cancellation policy that was agreed upon during the time of booking.

  We have offered the customer a refund on behalf of ********************** via Check or by PayPal. Please be advised that this will be a refund on behalf of Reservations.com and not the hotel.

  We have emailed the customer directly. Please respond to the email directly so that we may further assist you.

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 12th, 2024, I made a hotel reservation at the *********** for January 16th and 17th, 2025.I paid for the reservation with my ***** debit card. $720.86, plus a $19.78 "service fee" was deducted from my checking account that same day. When I arrived at the *********** on January 16th, I was told my reservation had been cancelled. I had to re-pay in order to get a new reservation.I have tried repeatedly to get my original reservation money refunded. ************, who owns *********** told me that I had to contact *************** for my refund. I submitted the documents they requested on January 21, 2025. I have continued to call them, but they repeatedly tell me they need to talk to a superior and will get back to me. No one has returned my calls, or emails.

  Business Response

  Date: 02/13/2025

  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: 02/16/2025

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

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

  Business Response

  Date: 02/18/2025

  We are unable to locate the customer's information. 

  We have attempted a third time to reach the customer via email. Please respond to the email directly so that we may further assist.

• Initial Complaint

  Date:02/10/2025

  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 thought I was booking with my hotel. Had no idea I was passed on to a third party website. This deception is un acceptable. It was my mistake to book for the wrong night but when I called to change it I was told that wasn't possible and no refund was to be given. This again is un acceptable. How did I even get involved with this company? And to state no where that refunds or credits aren't given until after the booking is made is horrid business practice. I will never use reservations.com again. Thier consumer service was rude and completely unhelpful. This company needs to advertise who they are and that they are NOT YOUR HOTEL.

  Business Response

  Date: 02/10/2025

  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: 02/11/2025

   
  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:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked hotel at 5pm today and thought i booked one with free cancelation. Found out a little later that my trip got moved. Tried to go on website to cancel and was unable to. Called ************ to cancel and lady was very rude and refused to refund any money.

  Business Response

  Date: 02/10/2025

  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

  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:02/09/2025

  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 inadvertently booked through reservations.com believing I was on the hotel site. The rate showed $106 plus applicable fees and taxes. I have stayed in many hotel rooms so this is customary. I TRUSTED the system erroneously. You don't see how much you are being charged until you receive your email reservation confirmation. Realizing what they did, I immediately called back to cancel as they added an additional $43.25 service fee. They will NOT refund that portion. It infuriates me as my booking was done online and never even involved a real person!

  Business Response

  Date: 02/10/2025

  The customer has been issued a refund for the room and taxes as of 2/9/2025. Please note, we have issued a refund for the service fee as a one-time courtesy.

  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: 02/10/2025

   
  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:02/06/2025

  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.

  Air conditioning was out in hotel. Hotel was to issue refund to to reservations.com. Hotel cancelled addition charges due to issues. Spoke with customer service at ********************** night of stay and they agreed to refund me as the hotel did not have any rooms to relocate me. Spoke with manager morning of checkout and she stated she would submit refund to reservations.com. Have reached out to reservations.com customer service three times and they must contact hotel, but decline to issue refund or transfer me to the billing department they state will handle issue.

  Business Response

  Date: 02/07/2025

  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:02/03/2025

  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 thought I was contacting the hotel directly to make a reservation. The site offered me reservation cancellation for $37. I declined the offer and booked the room. The next thing I see is my confirmation with a charge not only for the room, but the $37 AND additional taxes and fees totaling $140.72 for a total of $416.74 for my one night! I immediately contacted them and was asked (by a foreign voice) if I wanted to decline the "reservation cancellation" coverage (which I had not purchased but was charged for). I told them I wanted a FULL refund to which I was told was non-refundable because I had just cancelled the reservation cancellation charge. NOTE: They basically force you to either keep the protection or if you decline, back you into a corner telling you it was your fault for cancelling it!They eventually told me they would forward my complaint to the escalation team for a refund. i got a text from them saying the refund would be processed but would not appear on my credit card statement for 2-10 days. Needless to say, after 10 days the charges were still showing and I called again to basically repeat the entire process again, including the text telling me my refund was approved and my refund would appear on my credit card in 2-10 days. After that, I contacted my credit card company and am disputing the charges. I also reported them to the Florida Secretary of State scams and price gouging group. They took my info and told me to file a complaint with the ******************* and ***************** at ************, and the ********************* *********** and finally the ************************ at ************.

  Business Response

  Date: 02/03/2025

  We have attempted to locate the reservation with the information provided through the BBB, however we are unable to locate such reservation.

  Should the customer need any further assistance, please email [email protected] with the email address and Itinerary number associated with the reservation.

  We understand that at this time the customer has mentioned in her escalation to the BBB that they have filed a dispute/chargeback with their bank. Please be advised, if the customer has initiated a dispute/chargeback then any refunds will be delayed up to ***** days until their financial institution has resolved their investigation including any corresponding appeals and we will be advised by the ************** directly. Should the customer's bank resolve the dispute/chargeback in the customer's favor, **************** will no longer need nor have the ability to further process any further refunds. 

  Again, should the customer need further assistance, please reach out to ****************************************. We will not have the ability to process any refunds on our end if the customer has initiated a dispute/chargeback with their bank, and will need to contact their bank for further assistance regarding processing, follow up and resolution time.

• Initial Complaint

  Date:02/01/2025

  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.

  In October 2024, I made a reservation for two nights stay. The cost should have been $251.38, however when I received the bill what they charged was $346.21. I called to resolve the issue and they told me they would listen to the recording and send me an email. Almost 2 months later, still have not received a refund or an email. Called again and was told that a department listened to the recording and that I was charged appropriately. This was said to me once I made a second call, not via email.

  Business Response

  Date: 02/02/2025

  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: 02/05/2025

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

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

  Business Response

  Date: 02/08/2025

  We have attempted a third time to email the customer at the email address provided through the Better Business Bureau.

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

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 30, 2025, I booked a hotel through what I thought was the ************** website. Upon booking I did not receive a emailed confirmation/invoice. I looked in my bank account and noticed there was two pending charges one for $302.58 and the other for $59.25, which was incorrect as the room I thought I was booking was $280 including fees. I then realized it was not the main hotel website that I used and they charged me over double as to what the hotel charged and that it was an American site. I phoned within 5 minutes of booking and had extreme difficulties actually talking to a person, they kept dropping my call. Finally after talking to a person, they advised me the room was nonrefundable, I advised I would file a complaint with my bank, and they then said if I canceled it they could "send a request" for a refund from the billing department. So now I have a cancelled room and no guarantee they will give me my money back. I want to stress I never was invoiced and never received noticed of any cancellation. This company is predatory and scams people. I would like to be refunded as soon as possible. Please note the reservation was for March 1-2, 2025.

  Business Response

  Date: 01/31/2025

  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 reviewed all charges associated with the method of payment on file, and have confirmed that no additional charges have been initiated. At this time, we ask that you allow up to 7-10 business days for all "pending" transactions to drop off of your account depending on your financial institution. Should these pending authorizations remain onto your account, we advise contacting your financial institution for further questions regarding processing and resolution time.

   

  We have marked this case "closed"

  Customer Answer

  Date: 01/31/2025

   
  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,
  
  ******** Bergsteinson