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:11/02/2024

  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 planned to attend a friend's funeral and made reservations with Reservations.com on 9/16/24 for two rooms at the ********, ** *********** for September 20, 2024. We called back within an hour to cancel the reservations. We were told to cancel with the hotel directly, which we then did. These are the cancellation numbers: ********* and *********. The hotel manager, ****** Fenway, said that we were well within their 24-hour cancellation window.We have since gone around and around with Reservations.com representatives trying to get refunded the $79.98 ($39.99 x 2) reservation fee + the $321.62 ($160.81 x 2) hotel charge. They finally said they would refund the charges, but they have not been credited to our credit card.

  Business Response

  Date: 11/04/2024

  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 do confirm that both reservations have been fully refunded at this time.

   

  We have marked this case "closed"

  
  

  Business Response

  Date: 11/04/2024

  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 do confirm that both reservations have been fully refunded at this time.

   

  We have marked this case "closed"

  
  

• Initial Complaint

  Date:10/28/2024

  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.

  This company is scamming folks booking. They are an affiliate partner via *******. We are a hotelier. They charge customers higher rates. Then pay the hoteliers discounted rates. We've had 4 guests this summer with issues. This company told them they could bring a Dog, overcharged guests anywhere fom 30 to 100 over our rates on our website AND expedia..refused to include emails and phone numbers for the guests. And had a no refund policy, where we allow 2 weeks to cancel. They also impersonated us. Said they were us i am only one that takes the calls, as we are a small venue. ******* closed all my cases. An attorney was able to get her overage fees back.

  Business Response

  Date: 10/28/2024

  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.
  
  

• Initial Complaint

  Date:10/28/2024

  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.

  Reservations.com was used to book a room at a Hilton. Reservations.com charge me for the room and extra fees and then cancelled my room. Upon receiving the cancellation, the hotel responded with an email that all fees for the room was waived. I have repeatedly went back and forth between the hotel and Reservations.com but Reservations.com does not want to help in any ******* I'm left without a room and the charge for the room was taken by ***************. The hotel cannot help me since they do not have a booking and they have not received the charge.Reservations.com have kept the money and cancelled the room.

  Business Response

  Date: 10/28/2024

  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"

  Customer Answer

  Date: 11/02/2024

   
  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:10/21/2024

  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.

  Attempted to book my room on the official hotel Super8 website. It seems I clicked on a *************** website that looked deceptively similar to the hotel website. The *************** website (which looked like Super8) offered me a room for $80.00. *************** did not inform me this was US dollars (I am Canadian and historically legit hotel sites do not charge me an exchange rate without telling me what it is.) Once I paid and went to my credit card to see the charge I knew I was scammed. I was charged $130 for the room and a $27.00 seperate fee I never knew about. nor consented to on top of that. I am ****** about paying almost double for the room what I thought I was paying, but more concerning than a double the price charge is the fact that I never tried to do business with ***************. I never heard about them before today. They deceptively trick people with their ****** ads and make their website look like the hotel websites. This is wrong and should in fact be illegal.

  Business Response

  Date: 10/21/2024

  We have written the customer regarding a cancellation with a full refund or to keep the reservation with a refund of the service fee.

  Please respond to the email directly with your explicit permission regarding your option so that we may further proceed to assist.

  Business Response

  Date: 10/22/2024

  We have emailed the customer once again with the option to either cancel the entire reservation for a full refund, or be refunded the service fee.

  Please note, in order to obtain a full refund, we have asked the customer to confirm at their earliest convenience as the check-in date is rapidly approaching. Once the check-in date has passed, we will no longer have the option to cancel the reservation for a full refund.

  Please respond to the email directly with your explicit permission so that we may further assist.

  Business Response

  Date: 10/23/2024

  We have emailed the customer a third time with the option to either cancel the entire reservation for a full refund, or be refunded the service fee.

  
  Please note, in order to obtain a full refund, we have asked the customer to confirm at their earliest convenience as the check-in date is rapidly approaching. Once the check-in date has passed, we will no longer have the option to cancel the reservation for a full refund.

  
  Please respond to the email directly with your explicit permission so that we may further assist.

  Business Response

  Date: 10/28/2024

  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:10/19/2024

  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.

  Oct 4, 2024 My 89 year old husband was helicoptered to ***********************, ************ with a broken hip The roads out of our ************ were impassable because of the flooding I was having trouble finding a reservation once I was able to get to ************ I called *********** They were full. I was immediately transferred to a voice asking if I wanted help finding a reservations. I assumed I was still talking to ***********. This person found me a reservation at the ******** and asked me to confirm the reservation which I did. She mentioned something about a service fee but I had no idea what she was talking about and I was standing in the hall outside my husband's room wanting to get back inside because the doctor had just come in. I was shocked when I received an email from Reservations.com confirming my reservation and telling me I had committed to a non-refundable service fee of $101.38. I was furious. Because I most likely approved this charge when I confirmed the reservation on the phone, my money will probably not be refunded. At the very least I would like to see this business with its deceptive, predatory and fraudulent practices exposed and hopefully charged and put out of business.

  Business Response

  Date: 10/20/2024

  We have refunded the customer the service fee. Please allow 7-10 business days for this to reflect back onto your account depending on your financial institution. We advice the customer contact their financial institution with questions regarding processing and follow up.

   

  We have marked this case "closed"

• Initial Complaint

  Date:10/19/2024

  Type:Billing 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.

  Fraudulent charges for a service never provided.

  Business Response

  Date: 10/20/2024

  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: 10/22/2024

  We have confirmed that the customer has received a refund for the room and taxes as of 8/6/2024. We have refunded the service fee back as of 10/22/2024.

  At this time, 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: 11/02/2024

  This complaint was resolved as of October 23, 2024 by the business.

• Initial Complaint

  Date:10/18/2024

  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.

  On Thursday October 17th I tried to book a hotel and was unaware I had been redirected to a third party American website for a hotel I was trying to book in ******. I am a Canadian travelling to another Canadian city. Not knowing I was redirected to an American website I was unaware that the price had been changed to USD (85 usd + service fee per night). I purchased a room then immediately checked my email where the price had been charged as ****** per night. Within 30 minutes I tried emailing and explaining my situation when they told me nothing could be done. I also called the hotel where they told me this charge was way more expensive than their direct website which is what I was trying to access

  Business Response

  Date: 10/18/2024

  We have emailed the customer directly regarding a cancellation and refund. 

  Please respond to the email directly regarding this matter

  Business Response

  Date: 10/18/2024

  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:10/17/2024

  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, ***** A *******, booked and paid for a three-night stay for my parents at the ******** by Wyndham of *************, ******. I also paid for refund protection. My mother fell ill on the drive up here, so they turned around and returned home. I requested a refund for two of the three days I paid for. I was at first denied a refund " because my mother was not hospitalized" and "I could not provide a doctor's note." After multiple phone calls and emails trying to find out if Days Inn received the entire payment and voicing my issue about the fact that if I had booked directly instead of using a third party, I would have only been charged for one day, I was told that Days Inn did receive my entire payment, that they Reservations Support spoke with the manager of the Days Inn and I would be a credit to my account, but I am still waiting to receive one. I am requesting a refund for two of the three days I paid for.

  Business Response

  Date: 10/17/2024

  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:10/17/2024

  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 booked a hotel via *******************. When I got the confirmation email I realized it was the wrong hotel. I immediately call them back to rectify the problem. They booked the correct hotel with the understanding that a refund will be issued for their mistake. However, after the correct hotel was booked and I was charged, hey passes me to another **** who told me they do not issue refunds. so now I was charged for 2 hotels for the same night because of their error and I can't get a refund. total cost is almost 500$.

  Business Response

  Date: 10/17/2024

  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"

• Initial Complaint

  Date:10/16/2024

  Type:Order 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 have attached the report that I filed with the ***, the chat transcript that I had with them today, and the email they sent me confirming my purchase where it clearly states that I will be getting a refund. They said it again in the chat today and stated that they work with ***************** and new my ticket voucher numbers. They said that it would take 2-3 billing cycles to receive the refund but they are lying as I now know that they don't work with or for *****************. Please help me this is a lot of money for my family and I never would have bought the tickets without thinking I was getting back the credit for the travel credits.

  Business Response

  Date: 10/17/2024

  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