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:01/30/2025

  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 Jan 28, 2025, I booked a hotel reservation over the phone with reservations.com for one night at a hotel. The cost was $185.36 which was very high but I accepted it. I was also charged a service fee of $39.24 which I did not agree to. I could barely hear the girl that booked the reservation as their phone system is poor. She also spoke quickly and when I asked her to repeat, she would speak just as fast. She also said that the room will not be available for long and I should agree quickly. Reservations.com was not clear that I was being charged an additional service fee on top of the hotel fees and I did not agree to this. I called them back once I saw the additional charge and they did cancel the reservation and stated they would refund the service fee and hotel charge within 7-10 business days. Will see if this happens.

  Business Response

  Date: 01/30/2025

  The customer has been fully refunded the room and taxes and as a one-time courtesy, Reservations.com has refunded the non-refundable service fee as a courtesy for the inconvenience the customer has experienced. 

  All charges held by Reservations.com have been refunded as of 1/28/2025. All refunds can take up to 7-10 business days depending on the customer's financial institution. With this information we advised that the customer contact their financial institution with questions regarding processing and follow up.

   

  We have marked this case "closed"

  Customer Answer

  Date: 02/03/2025

   
  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.  The refund has been completed.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/29/25 I went online to book a motel in ******** ****. I went to the motels website and clicked make a reservation button. I was taken to *************** where I proceeded with the reservation process. Once submitted I noticed the price was nearly doubled. I called the motel front desk and they told me it was out of their hands and to call *************** to which I did. I followed the cancellation process and ended up talking to a live agent. This agent then asked me for the reason of the cancellation and I informed her it was doubled what was advertised. The agent then said it was non-refundable. I told her it was fraudulent and she became confrontational to my request to cancel.

  Business Response

  Date: 01/30/2025

  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: 02/01/2025

  We have not received a response from the customer prior to the check-in date, and are unable to further cancel the reservation for a full refund.

  However, we have issued a refund a refund of the non-refundable service fee back to the customer for the inconvenience they have experienced. Refund can take up to 7-10 business days to reflect back on 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"

  Business Response

  Date: 02/01/2025

  We have not received a response from the customer prior to the check-in date, and are unable to further cancel the reservation for a full refund.

  However, we have issued a refund a refund of the non-refundable service fee back to the customer for the inconvenience they have experienced. Refund can take up to 7-10 business days to reflect back on 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"

• Initial Complaint

  Date:01/28/2025

  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 reserved a hotel room I tried to cancel after 10 minutes and they refused to refund.

  Business Response

  Date: 01/29/2025

  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: 01/31/2025

  We have attempted to email the customer a second time asking for their explicit permission to cancel the reservation to receive a full refund.

  Please be advised that the scheduled check-in date is February 14, 2025. Once the check-in date has passed, we will be unable to cancel the reservation for a full refund. 

  Please respond to the email at your earliest convenience so that we may further assist regarding a cancellation and refund.

  We await the customer's response.

  Business Response

  Date: 02/03/2025

  We have emailed the customer a third time asking for confirmation.

  Please note that the customer's day of check in is scheduled for February 14, 2025.Reservations.com will be unable to further assist regarding a cancellation without penalty as of February 14, 2025.

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

  Business Response

  Date: 02/04/2025

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

  We have marked this case "closed"

  Customer Answer

  Date: 02/19/2025

  Hi thank you, I was able to be fully refunded. If it wasn't for you all!! Thank you. I definitely couldn't have done it without you. 

• Initial Complaint

  Date:01/28/2025

  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 Sunday January 26, 2025, I booked a one-night reservation for the ******************, ************ on *****************'s campus. I believed that I was on the ******************'s website, but receiving a confirming email, it turned out it was reservations.com. I have a clear memory of selecting my date - March 20, 2025. However, when the confirmation email came through, it was for February 20, 2025. (Note that some else reported this identical issue - exactly one month off in a very recent BBB complaint about reservations.com). I really, really think I selected March 20 and the website switched it, but even if I had accidentally selected February 20, this should have been easily remedied. In addition, the website had listed a total, but when the reservation confirmation came through, it listed a number of additional fees: Room Sub Total: USD $179.10 (excluding taxes and fees) ************* USD $56.64 Sub Total: USD $235.74 Service Fee: USD $42.39 Total: USD $278.13 (including taxes and fees) I immediately called the number listed for reservations.com to correct the date of the reservation, which would be easily handled by any reputable organization. I needed to cancel February 20 and reserve for March 20. After putting me on hold a few times (and confirming my name, zip code, and last 4 digits of my credit card, even though I had already provided my confirmation number), the agent came back on and said the reservation was non-refundable and there was nothing he could do. Now, looking at my credit card statement, there is a charge for $235.74 and a separate charge for $42.39. I am looking for a full refund of all charges.

  Business Response

  Date: 01/29/2025

  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: 01/30/2025

  We have contacted the hotel, and were denied a refund as the hotel has confirmed that they will stand by the cancellation policy that was agreed upon during the time of booking.

  Reservations.com has offered the customer a full refund via ****** or by Check. We have emailed the customer with these options. Please note, this refund will be on behalf of Reservations.com and not the hotel.

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

• Initial Complaint

  Date:01/21/2025

  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.

  I was trying to reserve a room at the ***********. Using my cell phone, I searched for the hotel on ********** andd thought based on the appearance of the website that I was on the Hotel UMass website when I was actually on Reservations.com. When I booked the room, there were extra fees that I had not seen in the past and that was when I realized that I had been fooled into using Reservations.com. I went back through the process and discovered that Reservations.com uses technology to have your device scroll past all of their fine print and fees on your cell phone so you don't know that you are being charged a bunch of fees. I have it captured on video of what they do to hide their fees and fine print. I cancelled the reservation and booked through the Hotel UMass site and was able to get a much cheaper rate. The problem is that Reservations.com will not refund their fee of $49.01. I tried calling and emailing them without success. When you call their customer service, you end up reaching a bunch of dead end options.

  Business Response

  Date: 01/22/2025

  Please be advised that Reservations.com has initiated a refund for the room and tax at this time; However, because the charges were escalated to the customer's bank regarding Dispute or Chargeback, 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. 

  For further questions regarding processing, follow up, and dispute/chargeback resolution, the customer will need to contact their bank for further information as all Reservations.com is unable to further initiate any further transactions at this time.

  Again, Reservations.com has initiated a refund to the customer for the room and tax; However, because the customer has initiated a customer-initiated dispute, a refund will unable to process to the customer at this time. ********************** is unable to process a refund of the service fee at this time due to a customer-initiated dispute. 

  The customer will need to contact their bank for further information regarding processing, follow and resolution time.

   

  We have marked this case "closed" as it will be up to the customer's bank to further process all charges to the customer.

  Customer Answer

  Date: 02/01/2025

  This compaint about Reservations.com has not been resolved.  I would like to have it reopened.  Reservations.com claims that they cannot provide a refund since it was in dispute with my credit card, however, my credit card is not refunding my charge.  Reservations.com knows about this and still refuses to refund the claim when they know that they use deceptive practices to hide fees by making the screens on cell phones automatically scroll past all of their fees and the non-refundable statements about the fees.  My main concern is that they are using cell phone browser technology to hide information.  If someone from the BBB would contact me, I will show them how Reservations.com is hiding their fees and policies.

  Customer Answer

  Date: 02/12/2025

  This complaint about Reservations.com has not been resolved.  I would like to have it reopened.  Reservations.com claims that they cannot provide a refund since it was in dispute with my credit card, however, my credit card is not refunding my charge.  Reservations.com knows about this and still refuses to refund the claim when they know that they use deceptive practices to hide fees by making the screens on cell phones automatically scroll past all of their fees and the non-refundable statements about the fees.  My main concern is that they are using cell phone browser technology to hide information.  If someone from the BBB would contact me, I will show them how Reservations.com is hiding their fees and policies.

  Business Response

  Date: 02/12/2025

  Please be advised that Reservations.com has initiated a refund for the room and tax at this time; However, because the charges were escalated to the customer's bank regarding Dispute or Chargeback, 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. 
  For further questions regarding processing, follow up, and dispute/chargeback resolution, the customer will need to contact their bank for further information as all Reservations.com is unable to further initiate any further transactions at this time.
  Again, Reservations.com has initiated a refund to the customer for the room and tax; However, because the customer has initiated a customer-initiated dispute, a refund will unable to process to the customer at this time. ********************** is unable to process a refund of the service fee at this time due to a customer-initiated dispute. 

   

  Again, Please be advised that the customer will need to contact their bank for further information regarding processing, follow and resolution time.

   

  We have marked this case "closed" as it will be up to the customer's bank to further process all charges to the customer.

  Business Response

  Date: 02/12/2025

  We have provided the customer with a receipt showing that the room and taxes have been issued on end. Please be advised, because the customer has initiated a dispute/chargeback with their bank, we no longer have the ability to process a refund for the service fee until the dispute with the banks have been resolved on both ends.

  Again, at this time, we have issued a refund to the customer for room and taxes, and show that the service fee is currently in chargeback/dispute as well. The customer will need to contact their financial institution as all communication, processing and resolution will be with the customer's bank moving forward.

  ********************** has marked this case "closed"

• Initial Complaint

  Date:01/20/2025

  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.

  They added $234.94 in fees AFTER I entered my payment information. I was not able to see these additional charges until I received the digital receipt. That is when I noticed the date was also wrong. They refused to issue a refund or reschedule, even though I called before the charge had even gone through on my credit card. They are clearly trying to scam. I had thought I was on the **************** site, but it was their scam business.

  Business Response

  Date: 01/21/2025

  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: 01/22/2025

  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:01/17/2025

  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 booked a hotel room through reservations.com and they sent me a confirmation number. about a week later they told me that the hotel has canceled the reservation. so I said why would they have confirmed a reservation and then cancel they said that there are no more rooms available in the hotel. I searched online on the hotel website and they have about five rooms of the same room I booked. Theyre telling me they would like to cancel my reservation and refund my money. I dont need my money refunded. I have a girls trip planned and we have three other rooms in the same hotel. They suggested that they are going to book a hotel about 20 minutes away for the same amount which is not good because this is my birthday trip and theres eight of us in four rooms in the same hotel. I have emailed them back. I have taken screenshots of the rooms available online. They are trying to charge me more money for the room that I had booked a week ago because now the price is higher. I dont know what to do. It feels like a scam and Im being taken advantage of.

  Business Response

  Date: 01/19/2025

  We are unable to locate the customers reservation with the information provided. We have emailed the customer directly regarding additional information.
  
  Please respond to the email directly so that we may further assist.
  
  

  Customer Answer

  Date: 01/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I have emailed the business my reservation number. 
  

  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/20/2025

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

• Initial Complaint

  Date:01/16/2025

  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 booking a room at a website that I thought was directly with the hotel. It turns out that reservations.com paid to appear at the very top of the results to make me think it was the hotel.Minutes after realizing the issue, I called to cancel and confirm that if I cancel, I would get no money back which they confirmed. I need my money refunded. This is fraud. There was no meeting of the minds.I will be filing a lawsuit next if there is no refund given.

  Business Response

  Date: 01/16/2025

  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: 01/17/2025

  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: 01/27/2025

  ****** was issued and verified through my credit card company.

  Customer Answer

  Date: 02/12/2025

  Refund was issued and verified through my credit card company.

• Initial Complaint

  Date:01/14/2025

  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 am a 13 year resident of **********, **. My husband and I travel to ************, IN at least once a month to help take care of my 92 yr old mother who has dementia to give my sister who is her Caregiver a rest.On January 8, 2025, we booked a 2 bedroom on January 8th (check-in) to 9th (check out) at *********************** 100 on W. ****** in ************. Around 3:07AM on the 8th, I was awaken by something that bit me on my right forearm in the back of it, and on my elbow. I started heavily itching right away because I'm allergic to bug bites. I started to worry about my mother because she wouldn't know what was happening to her if she was bitten. I checked her out and didn't see any bites on ****** the time we arrived back in **********, I had a red rash from my elbow to the middle of my arm and it was warm to the touch. ************** and ******** did no good. Friday I went to *********** and the doctor said my rash was hot to the touch and that something had definitely bit me and caused an infection! I received a prescription for the infection.I spoke with the front desk at ***********, the *** said he would have a manager call me. No one did call me back. Finally, I spoke with a manager named ******* and told her what had happened. She said I need to contact the 3rd party who we booked with. She approved of the refund on her end and needed to hear from the 3rd party reservation person to verify they spoke with **** contacted *************** ************ on 1/14/2025 and started getting the RUN Around! One ***** said they have to verify what has happened and because of the California fires it may take up to 10 days! The 2nd ***** said it could take 48 hours to hear back from them and I may or may not receive a refund!

  Business Response

  Date: 01/14/2025

  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: 01/14/2025

  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: 01/15/2025

  The customer has responded to our email confirming that they have contacted the BBB regarding the incorrect company. 

  We kindly ask to close this case as the escalation is with another company and not Reservations.com.

   

  We have marked this case "closed"

• Initial Complaint

  Date:01/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel through what I thought was the hotel website. After I booked my hotel room, I noticed a few days later in my credit card statement had a charge for $44. I did not recognize the website on my statement. I went back through my email and noticed the hotel that I booked was through this reservations.com and I was charged more money through this site than just booking through the actual hotel. I called to cancel and get a full refund to which they told me I could not get a refund and refused to refund me. After I told them I had called the hotel personally and booked another room at a cheaper rate, they tried to ****** me money because they said they could not refund my card. I told them it is still unacceptable. Finally the person on the phone said that the hotel had cancelled the reservation but they were still charging me a service fee. When I said I would be reporting their company, she said she could do a one time courtesy and refund the $44.80. I hope to see the full refund soon.

  Business Response

  Date: 01/10/2025

  The customer has been refunded the full amount for room and taxes as of 1/9/2025. The Non-refundable service fee has been refunded back to the customer as a one-time courtesy as a good-will gesture as of 1/10/2025.

  All charges held by Reservations.com have been fully refunded to the customer and will take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution. With this information the customer will need to contact their financial institution with questions regarding processing and follow up.

  Please note, that no further refunds will be issued on behalf of Reservations.com as the customer has been fully refunded at this time. 

  We have marked this case "closed"