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:01/08/2025

  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 1/5/25, I was using my phone to search for a specific hotel where my friends and I agreed to stay in ******************. As the results loaded, a site loaded with the name of the hotel that I was looking for. When I tapped to see the different rooms available, it looked like I was dealing directly with the hotel on their mobile site. It had no mentions that it was a third party site. I even viewed multiple rooms and options, and never saw a logo or anything mentioning reservations.com. Not until I received the email confirmation when I saw that I was charged and additional $187.57 that wouldnt have been charged if booked directly with the hotel. I called the number on the email immediately to state that the transaction was a mistake. I asked to cancel the transaction stating that I never wanted to use a third party site and got push back on every call. The representative stated that even if it was a mistake and I called ONE second after booking, there would be no refunds issued. After insisting, I was told that if I wanted a refund, only the hotel itself could approve my refund (which now I see was a way to get me off the phone). I called the hotel and they informed me that the hotel has no affiliation with this site and cannot refund charges from from another company (which makes total sense). I called back and again was told that refunds are not guaranteed. During the call I was put on hold multiple times without being told I was on hold. I was just left talking to myself. They would come back to say youre still there? and repeat the same script. They eventually stated theres nothing they could do and hung up. This practice is not cooperative or honest. Its very deceiving and misleads customers to think youre dealing directly with the hotel. Its specially unfair for customers who prefer to book directly with hotels, because they will always be unfamiliar with a hotel's site and makes it impossible to identify if a site posing as the actual hotel.

  Business Response

  Date: 01/09/2025

  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: 01/09/2025

  We have emailed the customer directly regarding further instructions.

  
  Please note, we have asked the customer for the explicit permission if they wish to cancel the reservation entirely for a full refund. Or if the customer wishes to obtain a refund for the difference in price currency. We have asked the customer to provide information showing the currency charges by Reservations.com for verification so that we may provide a refund for the difference. 

  
  Once we have received the requested information from the customer, we will then proceed with our assistance. 

  
  Please note, in order to proceed with our assistance, we will need the requested information to further proceed. 
  
  We await the customer's response
  

  
  

  Business Response

  Date: 01/13/2025

  The customer has notified ********************** that they wish to keep the reservation and be refunded the difference.

  Please note, we have asked for a bank statement showing the charges from Reservations.com only in order to further proceed with a refund. Please note, we do need proof as Reservations.com has only charged the customer in USD and we will need exact proof by the customer that the charges were made in CAD to their account. 

  Again, Reservations.com will need proof of the charges in order to refund the exact difference. without proof, we are unable to further proceed with a refund.

  We have emailed the customer and await their response.

  Business Response

  Date: 01/13/2025

  We have asked the customer once again for a statement from their bank showing the charges from Reservations.com in CAD. 

  Please note, to further proceed with a refund for the difference in amount, we will need this information from the customer to determine the exact amount that will be refunded. Please note, without this information, Reservations.com will not have the information needed to determine the exact amount for a refund, and will be unable to proceed.

  Please provide the respond to the most recent email with the requested information so that we may further assist.

  Business Response

  Date: 01/13/2025

  The customer has mentioned they will not provide a statement showing the difference in prices, and has opted to cancel the reservation for a full refund.

  We have contacted the hotel directly and have spoken to ******* ******* the Reservations manager who has denied a cancellation without penalty and has confirmed that the hotel will stand by the non-refundable cancellation policy that was agreed upon by the customer during the time of booking.

  We have offered the customer a full refund for the reservation including the service fee via ****** or by Check. Please note, this will be a refund on behalf of Reservations.com and not the hotel, and will need to be refunded via ****** or by Check. 

  We await the customer's option so that we may initiate a refund. Please respond to the email directly.

  Business Response

  Date: 01/21/2025

  The customer was refunded for the full amount via ******. We have emailed the customer notifying them of this information.

  We have marked this case "closed"

• Initial Complaint

  Date:01/08/2025

  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.

  This company used the ***** hotel in ******** website to make their site look like you are booking directly with the hotel. There are hidden fees and fees that show up on your receipt email that are no where present before booking. I called the help desk and asked them what the fees and taxes and fees were and asked for it itemized and the woman on the phone did not tell me what it was for. She would not provide me with an itemized statement. The fees and taxes are nearly the cost of the room When I tried to cancel about *********************************************************************************** $428 to cancel! This is outrageous. They have hidden fees and a predatory site. The subtotal was $366.40 and The fees were ***** and the taxes and fees were $203.65. It is essentially more expensive to book the room through them than straight through the hotel, which is what I thought I was doing. I would like a refund as soon as possible.

  Business Response

  Date: 01/09/2025

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

  Customer Answer

  Date: 01/16/2025

   
  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,
  
  ****** **********

  Customer Answer

  Date: 01/16/2025

   
  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:01/08/2025

  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 11/21/24 I went online to make a reservation at ************* located in ******************** for the period from 11/27/24 to 12/01/24. I clicked on a website that I thought was the hotels website and made the reservation based on the stated nightly room rate. When I clicked reserve I did not receive a list of charges and/or fees that would be charged prior to the site making the reservation and charging my credit card. I only received this after the fact in an email that the reservation is confirmed and the total charges which included rates that were higher than was shown on the site and included fees that were not disclosed. I contacted the number in the email and ask what the room rates they charged me and that no fees were disclosed prior to the reservation going through. I discovered that who I made the reservation through was reservations.com. I called ***************** and ask who they use on their website for reservations and the list did not include Reservations.com. and they did not have a reservation for me. I waited a couple of days and called the number supplied to me in the conformation email I received and told them to cancel my reservation due to cost and fees and I would make the reservation with the hotel directly. He stated for me to hold on and then returned and stated that the reservation will be cancelled and that no refund would be given due to hotel policy. I told him that this is not true because the ******* Inn's policy states they have a 72 hour cancellation policy.

  Business Response

  Date: 01/09/2025

  It's important to note that our review shows this reservation was booked via computer/desktop. The Reservations.com website clearly displays all hotel information, cancellation policies, and associated charges and fees. We have an provided an example display documentation showing the layout of our website through a computer screen that demonstrates how this information is presented to customers.
  
  We have contacted the hotel and spoken with ******, who confirmed that the reservation was fully utilized. While we understand that the customer contacted the hotel regarding a cancellation, ****** verified that the reservation made through the third-party booking was completely used by the customer. Given this information, we are unable to issue a full refund. However, as a courtesy for the inconvenience experienced, we have processed a refund for the service fee only. Please be aware that refunds will take 7-10 business days to appear in the customer's account, depending on their financial institution. For questions about processing times and follow-up, Please contact your financial institution directly.
  
  To summarize, after confirming with the hotel that the reservation was fully utilized, we cannot provide a full refund. We have issued a refund for the service fee only as a gesture of goodwill for the inconvenience experienced. Please note that no additional refunds will be issued.

   

  We have marked this case "closed"

• Initial Complaint

  Date:01/05/2025

  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 reservation to a hotel in ****** because of some link that redirected me there. It advertised their rates which I then purchased. When purchasing it doesnt say that it is in USD only if you scroll all the way down which is misleading since I was redirected from a Canadian website. It wasnt until I got the receipt that it said it was in USD very clearly. So I contacted them immediately after the purchase to see if they could at least let me pay the price in CAD but they refused both times I tried to layout the issue. It is very misleading that they dont clearly state their currency especially if they are somehow linked with Canadian or other countries. Also the service fee on the receipt seems to be included in the final price but I was charged that fee additionally on my credit card.

  Business Response

  Date: 01/06/2025

  We have emailed the customer directly regarding further instructions.

  Please note, we have asked the customer for the explicit permission if they wish to cancel the reservation entirely for a full refund. Or if the customer wishes to obtain a refund for the difference in price currency. We have asked the customer to provide a information showing the currency charges by Reservations.com for verification so that we may provide a refund for the difference. 

  Once we have received the requested information from the customer, we will then proceed with our assistance. 

  Please note, in order to proceed with our assistance, we will need the requested information to further proceed. 

   

  We await the customer's response

   

  Business Response

  Date: 01/06/2025

  The customer has confirmed they wish to be refunded the difference in currency price. 

  We have offered the customer a refund via ****** so that we may issue a refund for the difference in CAD. Please note, Reservations.com will only have the ability to issue a refund via ****** so that we may refund the customer in CAD Currency.

  Please respond to the email directly so that we may refund the customer the difference.

  Once a refund has been initiated we will notify the customer and the ******************** immediately.

  We await the customer's response.

  Business Response

  Date: 01/07/2025

  The customer has been refunded the difference in price via ******. We have emailed the customer to confirm that the refund has been initiated, and that they will also be receiving an email from ****** to confirm this information.

  We have marked this case "closed"

  Customer Answer

  Date: 01/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I am disappointed that their initial response is to not help at all but only help when contacting the BBB. While their response from the BBB was very quick, this should be a ****** for them to fix their initial customer support. This unfortunately makes them feel like a scam rather than a legit business. 
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/26/2024

  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.

  On December 26, I made a reservation for Great Wolf lodge for February 1-2. After doing so I realized I had hit February instead of March. I immediately called reservations.com to fix the date and they told me there are no refunds even though I didn't want a refund I just needed to change the date. They informed me that the only way to do that and send my refund request was to cancel my reservation with no guarantee of getting my money back! Now I have no reservation and they have my money. I called 3 times and then requested a supervisor, they were not only rude but did nothing to rectify the problem. In all honesty I thought I was making the reservation with Great Wolf but was directed to this third party site. Again wasn't looking for refund just change date! I'm hoping for a refund now as I'm paying for nothing, btw $758. What a scam! Just fyi, I called Great Wolf they informed me they have a 24 hour refund cancellation policy but reservations.com doesn't honor that even though they said they follow the guidelines of the lodge.

  Business Response

  Date: 12/27/2024

  We have emailed the customer regarding the cancellation policy and a refund from the customer. 

  At this time, our billing team is currently investigating this matter and working with the hotel. Once we have been updated from our team, we will notify the customer immediately.

  Once we have been updated from our team, we will notify the Better Business Bureau immediately.

  Business Response

  Date: 12/30/2024

  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. 

• Initial Complaint

  Date:12/26/2024

  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.

  We were trying to book a night for a hotel room at the ********* in ************. I searched for that and got a site which I thought was the hotel. I chose a room and reserved it. Then an email arrived with a charge that was $100 more than the price on the site!I looked more closely and it was not the hotel website but someone nothing called Reservations.com. I called immediately to cancel the reservation and they refused to do that.They did offer to cancel the room, review our request, and the maybe refund us in two weeks! But no guarantees. I am so angry and feel defrauded. Is there anything that can be done about businesses that operate like this?

  Business Response

  Date: 12/26/2024

  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: 12/29/2024

  We have reached out to the customer a second time asking for additional information. Please note, without the requested information we are unable to further assist the customer.

  We await the customer's response.

  Business Response

  Date: 12/30/2024

  We have asked the customer a third time for additional information. 

  Please note, we are unable to locate the reservation with the information provided. Please provide the requested information so that we may further proceed with our assistance. Please respond to the email directly.

  We await your response.

  Business Response

  Date: 12/30/2024

  The customer has emailed back with names that are associated with the reservation. However we have emailed the customer back directly asking to confirm the itinerary number associated with the name provided by the customer so that we are able to further proceed with our assistance. 

  Please note, without direct confirmation from the customer confirming this information, we are unable to proceed. 

  We await the customer's response directly to our email.

  Business Response

  Date: 01/03/2025

  The customer has only provided limited information. We have located a reservation based on the information the customer has provided, however; We kindly ask for the customer's explicit confirmation so that we may further proceed with our assistance.

  Please respond to the email directly so that we may further assist. Please note, without the customer's response, we do not have the ability to further assist.

   

  We await the customer's response. 

• Initial Complaint

  Date:12/19/2024

  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 searched for ********************** on 12/19 and the first listing included the name of the resort in the website so I assumed it was the correct one. I made a reservation for one night for $171. There was no mention of taxes or fees. I admit I did not open the terms link to read, assuming this was a reputable hotel with normal terms. AFTER check out my total was $267, $171 for the room and $96 of fees. The receipt also notes no refunds. There is no link or website listed in the booking confirmation or receipt to see terms and conditions. I has to search for that separately. I immediately called the number in the receipt and had to go through many menus to get to a representative. She was unable to give me an itemized list of what those fees and estimated taxes for the area were. I asked what those fees covered and she said they were booking and service fees, but could not say tell me dollar amounts for anything. I appreciate that I was at fault for not reading the terms. I would like an explanation of the fees and taxes.

  Business Response

  Date: 12/23/2024

  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: 12/26/2024

  We are unable to locate the customer reservation with the information provided. 

  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.

  Please note, without any response from the customer and the requested information, we are unable to further assist the customer.

  We await your response. 

  Business Response

  Date: 12/29/2024

  We have emailed the customer a third time asking for additional information. Please respond to the email directly so that we may further assist.

  Please note, without the requested information, Reservations.com does not have the ability to further assist as we do not have all the information we need to investigate.

   

  We await the customer's response.

• Initial Complaint

  Date:12/18/2024

  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 called the number that was listed for expedia but it was global reservation they texted me a number and it said my sucure expedia code was ..... I provided the code they went and changed my reservation to something totally different than what I booked I called for a name to be corrected and nothing to do with changing travel dates or times.ive been on the phone for 7 hours trying to get to the bottom of this getting nowhere I had to complete a new booking paying an additional $601 dollars to get a ticket for my original flight purchased

  Business Response

  Date: 12/18/2024

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

  We have noted to the customer that ********************** is a third party booking company that assists many hotel's worldwide reserve hotel reservations. Reservations.com does not offer the ability to reserve flights at this time.

  
  We have marked this case closed
  

  
  

• Initial Complaint

  Date:12/16/2024

  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 was using the site reservations.com. The prices were in Canadian on the site. Then when all was calculated, the fees were then in American funds. I called their phone number, there were many conversations going on in the background. The gentleman told me I had to push a little button in the right corner to have the correct pricing. This is terrible! Merry Christmas to me, Im paying 100.00$ more! And the voices in the background were saying the same thing to other callers. What a scam!!

  Business Response

  Date: 12/17/2024

  We have written the customer regarding a cancellation without penalty. 

  We will need the customer explicit permission to cancel the reservation to obtain a refund. Please note, the customer's check in date starts December 18, 2024. The customer will need to provide their explicit permission to cancel the booking to obtain a full refund prior to the check in date. Reservations.com will not have the ability to issue a full refund on the check in date or after. 

  We await the customer's response to further assist.

  Business Response

  Date: 12/18/2024

  Reservations.com has not received permission by the customer to cancel the reservation. With this information, We have left the reservation active at the hotel for the customer's use. Please note, we are unable to provide a full refund at this time as we were unable to confirm a cancellation prior to today 12/18/2024 which is the check in date.

  We have refunded the service fee to the customer as a gesture of goodwill. Please be advised, no further refunds will be issued at this time. 

  We have advised the customer that all refunds can take up to 7-10 business days to reflect back onto their account depending on their financial institution. 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: 12/18/2024

  The customer has confirmed that they will be checking into the hotel at 3:30. Please note, we do confirm that the reservation remains active at this time.

   

  We have marked this case "closed"

• Initial Complaint

  Date:12/13/2024

  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.

  My wife booked a hotel online on 12/13/24. for two nights at ****************. She was redirected to this website without knowing it was the reservations.com website. Also, when she paid, there were additional fees that were added on that she was not aware of prior to booking. When I contacted the customer service agent, they tried to push me to cancel immediately, without a guaranteed refund. Was this an underhanded tactic designed to collect money for nothing? so I asked for a supervisor and was transferred. The supervisor advised me that he would process a refund in 7-10 days of the service fee of $98.58. He also guaranteed a refund of the rest ($725.42), but to a ****** account that would arrive in ***** days. I have seen online that others have had the same problem with this company that we have had.

  Business Response

  Date: 12/14/2024

  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: 12/17/2024

  We were able to locate the customer's reservation. At this time, all charges have been refunded back to the customer via ******. Please note, that we have refunded the customer the service fee which is included in the refund that was issued via *******

   

  We have marked this case "closed"

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22685878
  
  I am rejecting this response because have not yet been fully refunded as promised. 

  Additional details I would like to include are listed below. 

  Reservation number: R99854535

  Itinerary number 9049534499054

  Email used: *******************************

  
  Sincerely,
  
  ******* Puff

  Business Response

  Date: 12/23/2024

  The customer has received a full refund via ******. The full amount includes the service fee.

  All charges have been refunded to the customer via ******. We have emailed the customer informing them of this information. No further refunds will be issued as all charges have been fully refunded to the customer as of 12/17/2024.

   

  We have marked this case "closed"

  Business Response

  Date: 01/03/2025

  We have fully refunded the customer via *******

  We kindly ask to close this escalation as the customer has been fully refunded.

  We have marked this case "closed"