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:06/02/2024

  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.

  I made a reservation to a hotel at the wrong location in ******, ****** verses ******, ***************Within an hour of noticing the mistake I called the company direct line to let them know of the mistake. I was told this is a non refundable reservation.How ever I know that reservations.com can call the hotel and cancel. I called the hotel directly and it would be up to reservations.com to make the cancelation. I hope that reservations.com will do the honorable thing and cancel the reservation and give a refund of the $327.30.

  Business Response

  Date: 06/06/2024

  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:05/30/2024

  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 booked with this company online for a room at the ***************** in ***** for June 3-5. I clicked on a reservation for a king on the club floor. When the reservation completed it said double with no special club designation. I called the company immediately and explained the problem. They told me that I could cancel but there is no refund. They would not upgrade or do anything. I do not want this reservation and want a refund. The policy of no refund is not evident when booking. I am sure I did not click double as it would not have been suitable for our family.

  Business Response

  Date: 05/30/2024

  The reservation has been cancelled and fully refunded including the non-refundable service fee. We have emailed the customer directly regarding this information.

  All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days to reflect back onto the card used during the time of booking depending on the customer's 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:05/27/2024

  Type:Customer Service 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.

  Booked a hotel room and they were unwilling to work with me to adjust the hotel date because they were not required to by their policy language. I understand that I was asking them to work with me but they had no intention of helping a customer and in fact the customer service manager hung up on me.

  Business Response

  Date: 05/28/2024

  Reservations.com does not have the ability to modify a booking once a reservation has been confirmed.

  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: 05/28/2024

   
  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. You have my permission to work with the hotel to cancel the reservation.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/28/2024

  Reservations.com is unable to modify a reservation once a booking has been confirmed. We have received approval to cancel the reservation with a refund in full per the customer. 

  At this time, all charges held by Reservations.com have been fully refunded and can take up to 7-10 business days depending on your financial institution. With this information, we advise contacting your financial institution regarding processing and follow up.

  We have marked this case "closed"

• Initial Complaint

  Date:05/17/2024

  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.

  My name is ********************************* and I am writing on behalf of my elderly father, ******************************* (who lives in *******). This company, reservations.com, is presenting itself as legitimate hotel websites and confusing/deceiving elderly individuals. Within one day of my father inadvertently making this reservation, I contacted the company directly to request a refund (or at minimum, a credit to use at a future date), explaining their misrepresentation and the confusion that can cause to an elderly individual. When that was not successful, I tried to contact the company headquarters directly, and discovered that location (listed on the website) has been closed. Further research uncovered dozens of similar complaints, many of them on behalf of elderly individuals in *******. I would like the BBB to intervene and assist my father is receiving a refund for this transaction. - Date of transaction: May 14, 2024 - Amount paid: $226.00 - Reservation # R240641479 - Company presented itself as legitimate hotel website (rather than third party)- Requesting either full refund of $226. Would also accept a credit to be used at a future date

  Business Response

  Date: 05/20/2024

  We have emailed the customer. Please respond to the email directly so that we may further assist you regarding this matter.

  Business Response

  Date: 05/20/2024

  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:05/16/2024

  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.

  Date of Transaction: 3/19/24 Amount of Money paid to business: $329.34 What the business committed to provide you: Hotel reservation Nature of Dispute: I made a reservation for a hotel through reservations.com in March. When I booked the reservation I did not see that the hotel reservation was non-refundable. As soon as I got a confirmation email about 45 minutes after I created the booking I noticed that it (boldly) said this was non-refundable and I called the reservations.com customer service to tell them that I did not see that it was non-refundable until confirmation email and I wanted to cancel the reservation. They said to apply for a refund I would have to cancel the reservation and they would call the hotel to get approval for refund. I called the hotel and talked to someone in the front desk and they said the reservation hadn't even made it into their system and they would approve a refund. I called Reservations.com back and told them to cancel and that the hotel said they would approve the refund and gave them the name of the person at the hotel that I talked to. They cancelled the reservation and said they called the hotel and the hotel told them that they didn't have anyone with that name working there and therefore reservations.com would not refund my money and now my reservation was cancelled so I was out over $300.00. The first objection I have was the need to cancel the reservation before they would even consider a refund. The second objection I have is that there should be a window of time where you can cancel a booking if it has just been made. I tried to resolve this immediately as soon as I got a confirmation email, not days down the road. There should be a short window of time after booking that you can cancel, like 24 hours, in case the booking was made by mistake. I have attached two documents, the first confirmation email and then the emails to customer support to try to fix the issue.

  Business Response

  Date: 05/16/2024

  All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days to reflect back onto the customers account depending on their 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:05/09/2024

  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.

  I made a reservation through reservations.com on March 31, 2024. I was told that were I to cancel I would be charged a ***** cancellation fee if I cancelled which I accepted. The reservation was for May 16 (today is May 9), and due to illness I won't be able to make the trip. I contacted the company and was told that they can cancel, but will not refund my money because I "agreed" that the cost of the hotel was nonrefundable. I never agreed to that and was never given that option. My guess is their algorithm defaults to that option if you don't change it manually. They are crooks. Plain and simple.

  Business Response

  Date: 05/10/2024

  We have emailed the customer regarding a cancellation and refund. Please respond to the email directly so that we may proceed with our assistance.

  Business Response

  Date: 05/13/2024

  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"

  Business Response

  Date: 05/16/2024

  All charges held by Reservations.com have been fully refunded as of 5/13/2024 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: 06/03/2024

  
  

  
  
  

  This complaint was completed to my satisfaction. The company gave me a full refund. Thank you for your assistance.

• Initial Complaint

  Date:05/07/2024

  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.

  On 5/17/23, I booked a hotel stay for my daughter's college graduation. Reservation# R609604073, Itinerary Number: 255-7168571, check-in 5/9/24, check out 5/12/24, *******************************************************************************************************************,2 double beds, non-smoking, 2 adult guests. Payment details $205.62, taxes $32.82. service fee $19.99, total $258.43. On 3/31/24, I called reservations.com to inquire about my reservation because I read online that the hotel might be undergoing renovations. Reservations.com said they were unaware of any closure and my reservation was active. The hotel is indeed under going renovations but even when I called on 5/6/24, Reservations.com still maintains that my reservation is active and confirmed. Rather than risk not being refunded, I cancelled my reservation. I am now spending over 4 times as much on a hotel room at *********** ************************* I-81. Room 1: $330.17 x 3 Nights: $990.50 Estimated Taxes: $156.53 Total: $1,147.03. I would like to be reimbursed the difference since Reservations.com should have contacted me as soon as the hotel I booked closed for renovations.

  Business Response

  Date: 05/13/2024

  We confirm that the service fee refund has been processed as of 5/8/2024 and the room reservation refund has been processed as of 5/9/2024 totaling a full refund on behalf of Reservations.com

  All charges held by Reservations have been fully refunded and can take up to 7-10 business days to reflect back onto 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"

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21681451
  
  I am rejecting this response because:

  Reservations.com maintained until I actually cancelled my reservation that I had a confirmed booking although the hotel in question was closed for renovation. Because they failed to notify me that my hotel was unavailable I incurred added expenses that could have been avoided if I had been contacted when my hotel closed. I feel it is their responsibility to make sure that reservations that they book are valid. I am convinced they would have left me with no place to stay upon my arrival and refused to refund my money for failure to cancel,

  Please see me previous attachments.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/28/2024

  Please note that the booking with the Days Inn by ***************************;has been booked as of 5/17/2023. Reservations.com was not notified of any future renovations that the hotel has incurred during your time of booking. 
  
  We have confirmed that the reservation has been cancelled 5/6/2024 and fully refunded as of 5/9/2024, with an additional courtesy refund of the service fee as of 5/8/2024.
  
  As a courtesy, Reservations.com will issue a refund in the amount of $250.00 USD as a courtesy for the inconvenience via PayPal or by Check. 

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

  Business Response

  Date: 05/29/2024

  The customer has accepted a partial refund. 

  We have refunded the customer via PP, and have emailed the customer regarding this matter.

  We have marked this case "closed"

  Customer Answer

  Date: 05/29/2024

   
  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:05/06/2024

  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 05-MAY-2024, my spouse ***************************** was looking to book a hotel for some summer vacation in ************* ******. She initially found a hotel room on Booking.com but trying to see if she could get a better price, did a ****** Search with the name of the hotel. The first link that came up and she clicked on was Reservations.com, probably a paid link but she didn't notice. The room looked slightly cheaper than on other sites and decided to move forward with the booking of the room. We are in ******, booking for a Canadian accommodation and the price was shown in $, which we assumed was Canadian $. To our surprise, when we got the confirmation email, the currency was not CAD but US$. It was clearly written as "US$" in the confirmation email whereas the website mentioned only "$". When looking back at the website, you had to scroll an immense amount of lines, small text and more to find a tiny checkbox that defaulted to US dollar (while still showing only "$" everywhere else. Again note that we are in ****** booking for *******We immediately tried calling customer support of ********************** but were completely unable to talk to a human being. We had to select the option "our booking is in less than 7 days" which is not true to finally be able to talk to someone. They mentioned they were not able to proceed with a refund, and after a little convincing agreed to try to contact the hotel. They said they couldn't reach the hotel. We called at the same time and the hotel picked up right away.They refused to proceed with a refund of any sort until after 20+ minutes they offered a Paypal refund. I initially declined asking for the credit card to be reimbursed with no success. The hotel told us they had a lot of problems with clients from Reservations.com. After nearly an hour on the phone, the agent promised us a Paypal refund but we never got any written confirmation from either Reservations or Paypal. We got scammed by the currency change and want our money back

  Business Response

  Date: 05/10/2024

  Customer has been refunded via PayPal in the full amount as of 5/6/2024.

  We have marked this case "closed"

• Initial Complaint

  Date:05/03/2024

  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.

  On April 23rd (2024), I looked at the website for the hotel I had made a reservation with in order to call and confirm the reservation. The number provided, unbeknownst to me, was that for reservations.com I thought that I was calling this hotel directly. The agent did not identify herself as from reservations.com, and when I asked to confirm my reservation she said she could not find it and nothing was available. She then offered to book a room in another hotel nearby which I did (I was flying to ********* that day so needed a room).After landing, I found my reservation with the first hotel. I then called the number I had called before where they informed me that they were not from the hotel itself but worked for reservations.com After confirming my reservation (and vacancies!) at the original hotel I booked, I called reservations.com to explain what had happened, to cancel this "new" reservation, and to ask for a refund.Over the phone, I explained that I felt mislead originally and would never have booked a second room at a different hotel had they not told me that I had no reservation and there was no availability. The agent said he would need to have supervisors look at the case.Today, I was informed that they will not refund my $$ for the second, unnecessary hotel room.I am a senior citizen and I feel they are taking advantage of me by refusing to work with me and refund my money. I think they were deceptive in presenting themselves as working at the hotel I originally was booked in. I have never had such a negative experience like this in my 50+ years of traveling all through the ** and across the world.I will never use reservtions.com for anything and I hope this serves as a warning to others to not use this company due to their deception and inflexibility. I have seen at least one other complaint similar to mine regarding the deception with having their phone number on a page for the hotel they were not affiliated with the original hotel.

  Business Response

  Date: 05/10/2024

  We are unable to locate the customer's reservation with the information provided. We have emailed the customer. Please respond to our email directly so that we may further assist you.

  Customer Answer

  Date: 05/11/2024

   
  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:04/30/2024

  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.

  Hotel reservations made for Cresco **** for May 24 to May 26. Total balance of $330.78. I have to cancel due to a death in the family contacted reservations.com. They said I could not get a refund without a copy of the death certificate, this is insane. The website is unclear so they snag you on the non-refund service fees which they did not refund so therefore my reservation is nonrefundable. I called the hotel. Let them know. I would not be there to me. Told me theyre just nothing but a scam .

  Business Response

  Date: 05/01/2024

  The hotel has denied our request for cancellation without penalty. 

  As a courtesy we have offered the customer a refund via PayPal or Check. We have emailed the customer directly regarding this information. Please respond to our email directly so that we may further assist regarding a refund.