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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

    • 600 total complaints in the last 3 years.
    • 210 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: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"

    • Initial Complaint

      Date:12/09/2024

      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 booked a hotel on *************** website. They showed me the price of $104 with fee and everything, they didn't mention USD and because the hotel is in ****** and I was booking from ******, I assumed price was in CAD. I book, checked out and the final invoice the hotel gave me looked fine, but then when I checked my credit card invoice I realized they charged me fee in USD ($148 CAD what was way more than what the hotel told me) + a fee of ***** CAD that I had no clue about. Then when I tried to call the phone number on *************** website, I realized they're just fraud and no one is going to answer any calls.Someone has to put stop to this company. They're destroying people's trust and creating very bad experiences for people.

      Business Response

      Date: 12/10/2024

      We have reviewed this reservation, and did confirm that the reservation was booked online by computer. Please note, all information including the service fee have been expressed during the time of booking and agreed upon by the customer during the time of confirmation. Please note, all information is provided on the right side of the web page, and agreed upon by the customer during the time of booking.

      As a courtesy for the inconvenience, we have emailed the customer regarding a refund for the difference in price from USD to CAD only via ******. Please note, this will be a refund on behalf of Reservations.com and not the hotel. 

      Please note, Reservations.com will only have the ability issue a refund to the customer via ****** as we will only have the ability to issue a refund in CAD via PayPal. 

      Please respond to the email directly with the requested information so that we may further proceed with a refund for the difference in price.

      Business Response

      Date: 12/11/2024

      The customer has been refunded the difference via ******. We have emailed the customer directly confirming this information.

      We have marked this case "closed"

    • Initial Complaint

      Date:12/07/2024

      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.
      *************** does not make it clear enough that it is not the hotel site. That being said, my main issue with the transaction is that they clearly quote the room rate, but add on fees during the checkout process and seem to purposely hide these from customer. See screenshots. When you hit checkout, you are prompted to enter your info and payment info. After submitting, I realized there was about $90 in fees added. These fees seem to be purposely listed on the top of the checkout page which you do not see unless you scroll up from where the site lands you after hitting checkout.

      Business Response

      Date: 12/08/2024

      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: 12/09/2024

      We have contacted the hotel directly regarding a cancellation without penalty, and spoke with **** the hotel's Operation Manager, and have been denied a refund, as the hotel will stand by the cancellation policy that was agreed up during the time of booking.

      We have cancelled the reservation per the customer's request, and have offered a full refund to the customer via Check or by ******. Please note, this will be a courtesy refund on behalf of Reservations.com and not the hotel. 

      Please respond to the email directly so that we may further proceed with a refund. 

      Business Response

      Date: 12/10/2024

      We have refunded the customer via ****** and have emailed the customer confirming a refund.

      We have marked this case "closed"

      Customer Answer

      Date: 12/16/2024

       
      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:12/06/2024

      Type:Order 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 made a reservation with this company and when the hotel couldnt find the reservation from Reservations.com so we had to pay the hotel again, Citi CC doesnt or are able to reverse the charges yet, Citi not very easy to work with also.

      Business Response

      Date: 12/06/2024

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

       

      We have marked this case "closed"

    • Initial Complaint

      Date:12/05/2024

      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 was online looking to book a room for Spring Hill Suites for June 2025 as i was about to book it my wifi went down and when it came back up everything had processed with me saying to process. I tried to call the company got a very rude man the first time and said we took your money nothing you can do read the fine print, He wouldn't let me get a word in. So I waited and called back and the woman said nope you can't have your money back or the reservation.

      Business Response

      Date: 12/05/2024

      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: 12/09/2024

      We have emailed the customer once again asking for additional information as we are unable to locate the customers reservation with the information provided through the Better Business Bureau.

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

    • Initial Complaint

      Date:12/05/2024

      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.
      At 12:15am EST Nov. 26 I attempted to call the Fairfield ************ by Marriott Brunswick Freeport directly called to book a hotel reservation for 12:45am on November 26. The online system would not let me make the reservation for this time as it defaulted to check in the afternoon of Nov 26. By mistake, I called reservations.com (I thought I was speaking to the hotel) and explanined our situation, i.e., that we needed to check in to hotel in 30 minutes in the middle of the night, not the afternoon of nov 26. THe reservations was booked and I was quoted a price of $146 a night, not the price listed on the website of $109/night. At that point, I asked if this was the *************** and "*****" said it was "the Marriott call center", deliberately deceiving me. I then confirmed and paid for reservation. At no point did he ask if I wanted refund protection, which I would not have agreed to, as I was 30 minutes from the hotel. He added this charge without my consent or even mentioning, as well as misidentifying himself as the ************** and not a separate organization. I want a refund for the protection plan for the 2 rooms we booked Refund Protection Plan Number 4f524141-0053-0000-04a7-478dd9677619 at $34.39/room. Total refund requested $68.78

      Business Response

      Date: 12/05/2024

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


      We have marked this case closed

    • Initial Complaint

      Date:12/03/2024

      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 hope this message finds you well. I am seeking your assistance regarding an issue I encountered while trying to book a hotel for my grandmother through SureStay by Best Western.When I clicked on the hotels website, I was redirected to a third-party site, Reservations.com, without realizing it. The site charged us in USD, despite us being Canadian, and refused to issue a refund when we requested one.After researching online, I discovered that this website appears to have a history of similar behavior, which suggests a pattern of misleading practices. I am deeply concerned and feel this situation might be a scam.I am reaching out to request your guidance and assistance in resolving this matter and recovering the money charged. Your help in addressing this issue would mean a great deal to me.Thank you for your time and support. I look forward to your ************* charge: DEC 1 2024 AMOUNT:420.67 CAD

      Business Response

      Date: 12/03/2024

      We have emailed the customer directly asking if they wish to be refunded the difference in price or if they wish to cancel the reservation for a full refund.

       

      Please respond to the email directly so that we may further proceed with our assistance.

      Business Response

      Date: 12/03/2024

      The hotel has denied our request for a cancellation without penalty as they will stand by the cancellation policy that was agreed upon during the time of booking.

      Reservations.com has offered the customer a refund in the full amount via ****** or Check only. Please respond to the email directly with the requested information so that we may further assist you regarding a refund.

       

      We await your response.

      Business Response

      Date: 12/04/2024

      The customer has chosen to be refunded via *******

      Reservations.com has refunded the customer via ****** in the full amount as of 12/4/2024. The customer will be receiving an email confirmation from ****** regarding the refund.

      We have marked this case "closed"

       

    • Initial Complaint

      Date:11/29/2024

      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 attempted to book a hotel stay at **************** for 1/18/25 to 1/20/25. Reservations.com was the first search engine return and the website interface was identical to Great Wolf Lodge. Upon completing my booking I received an email confirmation which outlined that the reservation was non-refundable. I also identified an additional $200 fee was charged to my card. I contacted reservations.com immediately and requested a refund. They said they would cancel the reservation BUT would have to contact Great Wolf Lodge directly to seek a refund so we could potentially be out $1700 and no longer have the reservation. The company misrepresented itself online and did not properly communicate addl charges or the fact that the reservation would be non-refundable.

      Business Response

      Date: 11/29/2024

      We have refunded the room and tax back to the card used during the time of booking as of 11/29/2024

      We have canceled the Service Fee effective November 29, 2024. If the original fee had not yet been processed to your account, you may not see a refund reflected, as the cancellation would have prevented the charge from occurring.

      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:11/28/2024

      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 called the hotel directly and this company picked up and pretended to be the hotel as I clearly asked, am I contacting the hotel directly and they replied YES, we are the hotel. I was given the total price for the hotel and charged. I specifically asked is there any other fees that will be due at the hotel (ex: resort fee) and they assured me there is no other fees and this is the total amount. I arrived at the hotel and they charged a resort fee, more then doubling the amount I expected to pay. I called this company from the hotel and they apologized and asked for a copy of the receipt I paid at the hotel and was promised a refund for that amount, totaling ******. After providing the receipt, they stopped all communications and will not respond to any of my emails and when I call asking to speak to a manager, they say none are available and to try back later. This company is a total scam and lies in order cheats customers by over charging. Please help bring this company to accountablilty and shut them down for credit card fraud by over charging people without their approval knowledge or consent.

      Business Response

      Date: 11/29/2024

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


      We have marked this case closed

      Customer Answer

      Date: 11/30/2024

       
      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,

      *** *******

    Reservations.com is NOT a BBB Accredited Business.

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