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:11/24/2024

  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 on a *********** website in ******, *******. I confirmed a room. A few hours later I checked my email to cancel the room. The number was *************** unbeknownst to me. Somehow I was linked to them without my knowledge. When I called the woman at the number sent to my email; she refused to refund me. I called the hotel directly and the hotel supervisor called them asking for my refund and added me to the call. The lady at *************** refused saying I agreed to extra fees and a non refunded room. I told her the hotel policy is ***** hours. I did not agree to a non refundable room and in fact told her I wasnt aware that I was on a *************** page. It was supposed to be the hotels website. I never agreed to extra fees and a non refundable room. I only received a email from them after they billed my credit card. How are they allowed to redirect us to a 3rd party without our knowledge? They are scamming people for extra fees and redirecting the website acting as if they are the hotel themselves. BENJAMIN & BROTHERS LLC DBA: *************** is registered with the State of Florida as a Seller of Travel. Registration No. ST4136 To view or cancel your reservation or if you need help regarding your booking, please visit ************************************* or call ************

  Business Response

  Date: 11/24/2024

  We have reviewed the customer's information, and do see that the reservation was booked online by the customer as a non-refundable reservation.

  As a courtesy on behalf of Reservations.com, we have reached out to the customer directly regarding a cancellation without penalty. 

  Please respond to the email directly so that we may further assist you regarding a cancellation and refund. 

  Business Response

  Date: 11/25/2024

  The hotel has agreed to cancel the reservation without penalty as a one time courtesy.

  We were able to initiate a refund to the card on file for the room and tax back to the customer as of 11/25/2024. We have attempted to refund the service fee, however the card on file does not allow us to initiate a refund for the service fee.

  If the customer has escalated any charges to their financial institution, it will be up to the customer's financial institution to further process a refund back to the account used during the time of booking. At this time, we have initiated a refund on our end and have completed the refund process on our end. 

  Once again, we advise that the customer contact their financial institution with questions regarding processing, follow, and resolution time.

  We have marked this case "closed"

• Initial Complaint

  Date:11/21/2024

  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 made a reservation through a third party site that was represented as hotel website and made hotel reservation for April 2025 (for $400 more than the hotel charges direct book). I contacted them mere MINUTES after the reservation was made realizing upon review of the charge that this was not direct through ******** and in further review NOT a reputable company. Also, clicking on links in the email I was directed to a non secure site with warning of my financial information at risk. Reservations.com processed my cancellation and refused to refund my money stating that I must wait 7-10 business days for any update. I asked the process and was explained that the billing department cannot communicate with anyone except via email. I contacted the hotel directly and the hotel made the charge $0.00 on the room and tried to advocate on my behalf that they do not want to collect any money from me through this third-party company. I was told by the representative at Reservations.com that if I got approval from the hotel and sent the name of who I spoke to and that this was approved that "may" help in their investigation. I did that and NO ONE has contacted the hotel. The hotel offered to get on a three way call to confirm but again there is NO ONE to contact in the billing department and the customer service number says just repeatedly you must wait 7-10 business days and sometimes ***** business days. The hotel is unable to contact anyone directly and no one has contacted them as I was told was the process. I was also told that Reservations.com has a billing department that can't communicate with anyone except via email, that Reservations.com was owned in part by ******* which it is NOT, was told that they do not contact the hotel directly but instead have a "hotel partner" of which they cannot disclose that would contact the hotel and then contact Reservations.com billing department and then I may hear an update. I have heard nothing and have a $1,401.17 charge. FRAUD.

  Business Response

  Date: 11/23/2024

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

  We have marked this case "closed"

• Initial Complaint

  Date:11/14/2024

  Type:Billing 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.

  www.reservations.com did a charge of $127.25 without known origin or receipt. I have contacted the merchant by phone and finally got an answer to email ************************* I have never heard back. We have no idea where this charge originated or how it was done.

  Business Response

  Date: 11/14/2024

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

  Business Response

  Date: 11/18/2024

  We are unable to locate the reservation using the information provided through the Better Business Bureau.

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

  Please note, without the requested information, we are unable to further assist.

  Business Response

  Date: 11/21/2024

  We are unable to locate the customers information with the information provided by the BBB.

  Please note, without the requested information, we are unable to locate the customer's information, and are unable to determine if the reservation is confirmed with Reservations.com or another booking party. We have emailed the customer a third time asking for additional information.

  If the customer is unable to respond to any of our previous emails with the requested information, we must mark this case "closed"

  Business Response

  Date: 11/22/2024

  The customer has written back, however the customer did not provide the requested information. We are unable to locate any information for the name given in the email. 

  We have sent a fourth email asking for additional information so that we may locate the reservation and further assist.

  Please note, without the requested information that Reservations.com is asking for, we are unable to locate the reservation and move forward. Please respond to the email directly with the requested information.

   

  Business Response

  Date: 11/25/2024

  The customer has responded to one email with limited information. Please note, we are unable to locate any reservation with the given information.

  We have written the customer a fourth time asking for specific details. Without these details, we are unable to further assist the customer as we do not have the information we need to locate the reservation.

   

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

• Initial Complaint

  Date:11/10/2024

  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.

  My son is a paraplegic and requires an accessible room, bathroom, and shower when we travel. However, Reservation Stays has recently denied us the accommodations we were promised despite contacting them on November 2nd, well before our November 15th stay. They assured us we would have an accessible room. When we contacted ********, they could not accommodate our stay. We are being given a regular room that is not wheelchair accessible. The roll-in room can't be booked through a third party. The company claims this request was similar to asking for extra amenities like pillows and a roll-in bed. They can't guarantee we will have an accessible room. This is not a matter of luxury but a necessity for my son's well-being. Their refusal to accommodate his needs is not only discriminatory but it is also a direct violation of the **** They have not only failed to provide the promised accommodations, but they have also failed to show any empathy or understanding towards individuals with disabilities. We ask for a full refund for a room we cannot use!

  Business Response

  Date: 11/10/2024

  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: 11/13/2024

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

  Please respond back to the email directly so that we may further assist. Please note, without the requested information, Reservations.com does not have the ability to review the reservation as we are unable to locate the information.

   

• Initial Complaint

  Date:11/07/2024

  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.

  made reservation for colleague for 11/14/24. Colleague unable to attend site visit. Called reservations.com number at ************ on 11/1 to cancel. was directed to voicemail that said I needed to wait until 7 days from reservation. Called today, 11/7/24. was told it was non-refundable. I have never heard of a hotel that makes you pay for something that you cancel with plenty of notice. This was not a 24 hour notice, but a 7 day notice. I did not realize that a hotel would use a company with such practices. The reservation is under the name ***** ******. We are the ****************** *************************************** and this was a business trip to ****, ********************* site visit. The room was charged to **** credit card ending in 1464. Please try to get my refund back. This cannot be right. English is not 1st language people who have you listen to a spiel that is not understandable.

  Business Response

  Date: 11/08/2024

  We have emailed the customer directly regarding a cancellation and refund. Please respond to the email directly so that we may further assist.

  Customer Answer

  Date: 11/08/2024

   
  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,
  
  ***** *****

  Business Response

  Date: 11/08/2024

  ***** at the hotel has denied 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.

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

   

  Please respond to the email directly so that we may further assist you regarding a refund.

   

• Initial Complaint

  Date:11/05/2024

  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 11/4/2024 I tried to book a reservation with the ***************************** in *******, **. I unknowingly clicked into a sponsored ****** result, getting the 3rd party seller Reservations.com.I completed a booking with them without realizing they were a 3rd ******** soon as I received the receipt, I went to their website to cancel. I knew their terms said their $22.38 service fee would be non-refundable, but I still wanted to cancel the booking and do it myself directly with the hotel.When I clicked to cancel the booking, they sent me an email claiming that I had elected to KEEP my booking. I did not elect to keep the booking. I said to cancel it.Their support line has not responded, and their website says I cannot make any more changes.With the fraudulent behavior of their website, I now expect a full refund of all charges, and a complete cancellation of the booking.

  Business Response

  Date: 11/05/2024

  We have written the customer regarding a cancellation and refund.

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

  Business Response

  Date: 11/05/2024

  We have cancelled the reservation with a full refund per the customer's cancellation policy. As a courtesy for the inconvenience the customer has experienced, we have issued a refund for the service fee.

  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:11/04/2024

  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.

  4/25/2024: Reservation Counter Parades as Hotels Had to cancel due to my Dad having emergency operation for prostate cancer. However, when I called for a refund I learned I was charged immediately for the cost of the hotel room, plus applicable fees and taxes, rather than after arriving at the hotel. I was not adequately informed that I would be charged upfront. ***...they asked for confirmation this surgery! Wow! What a horrible scam Reservation Counter is running. Wasted hours trying to fix this. If you choose the call back option, it will hang up. When you call customer service, it will hang up. When you finally reach a person, they cant find my customer case #(proof that they approved refund) notes. When they say theyll call you back, they never do. When they say you'll be refunded in a week, they ********* confirmation from hotel and Reservation Counter that I would get a refund. No refund weeks after. Called again! Was told it would be escalated and resolved. Three weeks latercalled, oops - forgot to escalate. Still need to contact the hotel. I called the hotel directly and they confirmed they already approved the refund by email.Asked for details of the tax recovery charges & service fees. He couldn't figure out - did not see on his end. Clearly a lie and in the accounting. So glad they record calls. This can all be verified.Called again after not hearing back. Asked for a manager, said I'd reached the top. No one else to speak with. Still havent heard back.The business committed to a refund and kept dodging, not calling back. This issue has not been resolved and to be satisfied I ask that the full amount is ************/webpages (enclosed screenshots) create the impression that you're booking rooms directly with the advertised hotel. Not eligible to receive reward points. Hotel cancellation and refund policies, were not the same as booking directly from the hotel.

  Business Response

  Date: 11/05/2024

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

  Business Response

  Date: 11/05/2024

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

  Customer Answer

  Date: 11/05/2024

   
  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:11/04/2024

  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 googled the hotel "***********. *******************"and called what I thought was the number to the hotel directly to reserve. It was this company who answered the phone as "***********" I made the reservation for 5 nights checking in 9/28 and it was charged immediately to my card. Upon finding out it was not booked directly with the hotel I called again and they assured me it was the hotel. I checked in. The next day I discovered I needed surgery and called the 800 number to request a one day early checkout. My original checkout day was October 3rd and I requested October 2nd. I was told this was OK as long as I followed the procedure of getting the name of the manager at the hotel who approved the checkout and then waas to call this 800 number back the day of checkout. I did so. I have been calling every 3 to 4 days and each time I am told the same thing, " We are so sorry. Your refund has been approved but we dont know why you have not received it. We are escalating this to management." Still no refund. Upon googling this company I am coming to see the company is a complete scam and very dishonest. So many 1 star ratings and complaints similar to mine. To be honest I have spent more hours on the phone now with them than the refund is worth but it is now the PRINCIPAL of the thing. I would like a refund for the 1 night as promised over 10 times now but even more than this I feel this company should be censured for their business practices. It feels illegal to me! Can you Help?

  Business Response

  Date: 11/04/2024

  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.
  
  

  Customer Answer

  Date: 11/05/2024

  Below is an email I first received from the business when this all began. It shows my reservation number. Today I received an email from the business saying they do not show any reservation number for me and therefore cannot assist. I emailed them back a copy of the email below. This is such a scam sadly. 

  Support <***********************************>
  Sun, Sep 29, 1:58?PM
  
  to me
  
  
  
  
  
  
  
  ##- Please type your reply above this line -##
  Your request (*******) has been updated. To add additional comments, reply to this email.
  
  ****** ******* Lumbao (CON) (Lodging Support) 
  Sep 29, 2024, 1:58?PM EDT 
  Dear *******,
  
  This response is related to your reservation for Itinerary # H9399566.
  
  We understand that you've requested for an early check-out. Kindly be reminded that you still need to inform the front desk when you are already leaving for an early check-out. Please get the Name and Job Position of the hotel staff who approved your partial refund because our ability to refund the reservation is based on the hotel's discretion. Once you're early check-out and partial refund is approved, kindly contact us to give the details so we could further assist you. 
   
  We appreciate your cooperation and we hope you enjoy your stay.
  
  Sincerely, 
  ****** *.
  Hotel Reservations Support

   

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22511471
  
  I am rejecting this response because please see the pasted email below showing I have been in contact with the business and they DO have an itinerary number for me.  Can you make double sure you have contacted the correct business? THANK YOU!

  ****** ******* Lumbao (CON) (Lodging Support) 
  Sep 29, 2024, 1:58?PM EDT 
  Dear *******,
  
  This response is related to your reservation for Itinerary # H9399566.
  
  We understand that you've requested for an early check-out. Kindly be reminded that you still need to inform the front desk when you are already leaving for an early check-out. Please get the Name and Job Position of the hotel staff who approved your partial refund because our ability to refund the reservation is based on the hotel's discretion. Once you're early check-out and partial refund is approved, kindly contact us to give the details so we could further assist you. 
   
  We appreciate your cooperation and we hope you enjoy your stay.
  
  Sincerely, 
  ****** *.
  Hotel Reservations Support

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

  Business Response

  Date: 11/05/2024

  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
  
  

  Business Response

  Date: 11/05/2024

  
  
  

  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:11/04/2024

  Type:Billing 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 a hotel room and was charged an additional $19.99 when I got my credit card bill.

  Business Response

  Date: 11/04/2024

  We have issued a refund for the service fee for the inconvenience the customer has experienced. Please allow 7-10 business days for this to reflect back onto the account used during the time of booking 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:11/03/2024

  Type:Billing 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.

  Hidden fee of $100. Price jumped once the credit card was charged. It was not listen in the summary charge. The cost of cancelling immediately after booking $195. **********************

  Business Response

  Date: 11/04/2024

  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: 11/04/2024

  The customer has provided an itinerary number associated with their reservation, however we are unable to acquire any information regarding the confirmation provided.

  
  We understand that the customer had mentioned in the escalation that they have attempted to reach "*********************" however we have asked for additional information so that we are able to confirm if the reservation has been booked with us at Reservations.com or another third-party booking company.

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