Business Profile

Hotel Reservation

Reservations.com

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Complaints

Name: Reservations.com
Address: 390 N Orange Ave STE 1605, Orlando, FL, 32801-1675, USA

This profile includes complaints for Reservations.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

593 total complaints in the last 3 years.
198 complaints closed in the last 12 months.

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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:09/29/2024
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.
Due Hurricane ****** in *******, there was a mandatory evacuation and I had to leave my home and seek safety. Being handicap and needing electricity, I had to find a place where my health nor life would be jeopardized.I thought I was on the hotel website, and somehow Reservation Stay was the recipient that took the fund from my debit card.I am handicap and have a breathing machine, so immediately after confirmations by Reservation Stays, I contacted the hotel front desk to make sure that I can be accommodated. The hotel clerk told me that's all ground floor rooms are full and that they hotel only have a generator for the front lobby. The clerk advised that he will cancel my reservation because The accommodations could not br met.I was sent a link to fill out a form, which was bogus because its was asking about a tour and tickets. I called and got a representative which told me that's that is the correct form for there advanced refunds, and I asked why the form i asking for my routing and checking account information when they took it from my debit card. She assured me that's at was legit and this is the only way they returns refunds.I have that information, and now they are telling me that's I have to reach out to the hotel and get a letter.I contacted Reservations Stays several times since 9/25/24 and have been getting a complete runaround about the return of my refund.I have exhuasted all efforts and need help.
Business Response
Date: 09/30/2024
We have reviewed this information, and have concluded that the customer has booked their reservation with Reservation Stays and not Reservations.com. We have emailed the customer directly with the contact information to Reservation Stays. Please note, we do not have the ability to further assist the customer due to privacy reasons between Reservation Stays and the customer.

We have marked this case closed
Initial Complaint
Date:09/29/2024
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 made a reservation with *************** on Sept 18th 2024 for a stay at ********************* and casino *****, ******* on 11/22/24 to 11/24/24 for a quoted nightly rate and when we realized we selected the wrong dates and called back they would not switch the dates. This reservation and requested change was made 2 months in advance of our stay and they refused to switch the dates. They also did not disclose the additional fees. We only discovered them after reviewing the email confirmation. They said switching the dates was not possible and we will loose the entire amount of $556.56. We asked for voucher for future use and they refused to work with us and stated there would even be a fee to cancel. We are requesting a full refund and cancelation of our ****************: ****** ****** Contact Email: ************************** Reservation Details Booking Status: CONFIRMED Reservation Number: R918537644 Itinerary Number: 235-11224132 Check-in Date: Friday, November 22, 2024 Check-out Date: Sunday, November 24, 2024 Hotel Details ********************** by **************************/Casino *********************************************************************************************
Business Response
Date: 09/30/2024
We have emailed the customer regarding a cancellation and refund. Please respond back to the email so that we may further assist.
Business Response
Date: 10/01/2024
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:09/28/2024
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 September 28, 2024, I got online to make a reservation at the *********** and Suites in ********* IA. I thought I was on their website to make a reservation for Sept. 30-Oct. 1, 2024. Within 5 minutes of making the reservation, our plans changed so we cancelled, only to to find out that we somehow got set to Global Reservations and not Country Inn and Suites. I also found out that hte $185 was already taken out of my checking account.I called the hotel and they were the ones to tell me that I had made it through a 3rd party (news to me) and they couldn't refund my money. I called Global Reservations and was told point blank there would be no refund.This, to me, is a very deceptive practice. The website I used was Country Inn and Suites and it was not clear that it was a non-refundable reservation. I would like to get my money back and I would like the company to make it more clear that it is a 3rd party site. Deceptive practice for sure!
Business Response
Date: 09/29/2024
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: 09/30/2024
We have reviewed this information, and have concluded that the customer has booked their reservation with Guest Reservations and not Reservations.com. We have emailed the customer directly with the contact information to Guest Reservations. Please note, we do not have the ability to further assist the customer due to privacy reasons between Guest Reservations and the customer.

We have marked this case closed
Initial Complaint
Date:09/25/2024
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.
Date of Transaction: Today 9/25/24 Amount of transaction: ****** Reservation #R23126603 I was trying to book a reservation for Days ************* in ******, **, for October 4-5. I thought I was on the Days Inn Suites website when I was searching. I did NOT realize I was somehow redirected to ***************. I did not know until I got the confirmation that was almost double the price it showed initially and it said I purchased it with a non-refundable option. I was never given a choice, and I have only booked online using a refundable option. I want a full refund for their error and the way I was deceived into thinking it was on the **************** website. I plan to book directly with Days ************ in ******, ***
Business Response
Date: 09/26/2024
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: 09/26/2024

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,

Kutenia Good
Business Response
Date: 09/26/2024
The hotel has denied a cancellation without penalty as they will stand by the original non-refundable cancellation policy that was agreed upon during the time of booking.
Reservations.com has offered the customer a full refund on behalf of ********************** and not the hotel via ****** or Check. We have emailed the customer regarding this information.
Please respond to the email directly so that we may further proceed with a full refund.
Business Response
Date: 09/26/2024
The customer has been fully refunded via PayPal.
We have emailed the customer directly regarding this matter.

We have marked this case "closed"
Initial Complaint
Date:09/24/2024
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.
On 9/18/24. I made reservation in error. I contacted *************** immediate after making the reservation (< 15 min). I was on the hotel's website when I was interrupted by a patient of mine. When I went back, I landed on *************** website thinking I was on the hotels website as they look almost identical. Immediately after clicking reserve, I looked at my confirmation email and saw what had happened. I immediately called customer service and was denied the refund request option unless I cancel my reservation in which I did. The next morning, I received notification the reservation would not be refunded. They make very confusing with look-alike websites. I was just on ********* resort website prior and read the cancelation requirements. Thinking I was on the hotel's website when the reservation was made, I didn't spend time reading the ***************.
Business Response
Date: 09/26/2024
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:09/23/2024
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.
I attempted to make a reservation on my phone while at the ******** in *************** on 05/14/2024. the web site had issues and response was "could not complete" on phone. I have auto alerts for any charges on **** account, none were received so did not believe reservation went through. I then booked with hotel staff at front desk, and was charged as expected. The next day I was charged by reservations.com for a booking that was never completed. I disputed the charge with ********* but did not have screen shots or other documentation. The website basically took my credit card info, and gave no confirmation of reservation, then charged me later. At a minimum they should have only charged one night, as I had a duplicate reservation at same hotel same nights.
Business Response
Date: 09/24/2024
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:09/22/2024
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 July 29, 2024, I used ****** Search to find a suitable hotel for one week. All of a sudden, a message popped up indicating that reservations.com offers the cheapest rate for a stay at ***************** in *******, *******, with a total amount of $1391.75. I assumed this was the Canadian Dollar, but when I checked my account, I found that they charged me $1,809.18 (from **) for the Hotel and $****** (from **) for the currency exchange fee. While they have already charged my card for a conversion rate of *********, above the market level. I went to the Hotel and canceled my reservation at 5:pm on July 29. I sent reservations.com an email the same day. However, they responded that the website is located in the ***, and they charge based on the USD. I responded how should I know that you are operating in the ** and your charges are based on that currency. I didn't use your website. I used ****** Search, and during the online payment, you didn't mention that the charges are based on USD. In addition, I wonder what is the additional charges of ****** CAN, while I have already charged through my credit card. I am requesting a full refund of ******** CAN for a service I never used and canceled on time (e.g., before 6 p.m.). I read BBB messages; I am not the only Canadian charged by reservations.com in this way, there are other complaints for the same matter.
Business Response
Date: 09/23/2024
We have emailed the customer directly requesting additional information regarding the currency. Please respond with the requested information so that we may further assist you regarding a refund.
Customer Answer
Date: 09/23/2024

Complaint: 22322197

I am rejecting this response because I cancelled the booking on time and never used the hotel room. They should accept my request for a full refund.

Sincerely,

***** *******
Business Response
Date: 09/25/2024
The hotel has denied a refund and will stand by the cancellation policy that was agreed upon during the time of booking.
We have offered the customer a full refund via check or ******. Please respond to the email directly so that we may further assist you regarding a refund in full.
Customer Answer
Date: 09/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that a refund of $1391.75 USD to my ****** account is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:09/21/2024
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 and made reservations at the ************************ in ******* on September 12, 2024. I thought I was talking to the hotel. I was surprised when received a confirmation email from Reservations.com confirming my reservations. I called the number on the email - ************** - to get the phone number of the ************************. I was given the number **************. I called that number and they have no reservations with my reservation number, name, email address or phone number. I called back and asked for the number again and got the phone number: **************. I called that number. It's the *************** phone number.I called back again. I told the person on the phone that the phone number I was given is for the *************** and I need the phone number of the hotel. I need to confirm with the hotel that I have reservations. I was told that my reservations will not show up at the hotel until 72 hours before our reservation will show up in the hotel system. This is unacceptable. When I made reservations, I was made to believe I was talking to the hotel. I wasn't. Reservations.com has already taken funds out of my account. I attached a copy of the email and payment transactions from my account - obscuring all other transactions for your ease of viewing.This whole situation is very upsetting. Please help. I don't trust this company to honor this transaction.
Business Response
Date: 09/23/2024
We have contacted the hotel directly and confirmed that a reservation booked with Reservations.com has been located in the hotel's system. We have forwarded a direct confirmation number to the guest to provide to the hotel upon arrival.
We have given the customer the option to keep the reservation as-is so that they may utilize the booking or if they wish to cancel the reservation for a full refund.
We have asked the customer to respond to the email confirming which option they choose so that we may further assist the customer. Please respond to the email directly so that we may further assist.
Business Response
Date: 09/25/2024
We have emailed the customer once again to ask for their explicit confirmation if they wish to keep the reservation or if they wish to cancel the reservation for a full refund.
Please respond to the email directly at your earliest convenience.
Initial Complaint
Date:09/20/2024
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 last minute reservation for a $270 room at a local resort. I agreed to a $419 charge and assumed that such a large sum included taxes and fees which would come later. After hitting submit I was presented with a total charge of $580.34 to my credit card with a summary of the bill that included the additional taxes and fees added on. This company will not cancel and refund a reservation even 15 minutes after making the reservation. They will however offer to cancel your reservation while refusing to refund. This amounts to taking your money without providing any services. Pure predatory fraud.
Business Response
Date: 09/22/2024
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:09/19/2024
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.
I booked a hotel at reservations.com and not able to make the trip and they wont refund me even though we are not staying at the hotel sept *****
Business Response
Date: 09/20/2024
We have emailed the customer directly regarding a cancellation and refund.
Please respond to the email directly so that we may further assist you.
Customer Answer
Date: 09/20/2024

Complaint: 22311085

I am rejecting this response because: i have never received an email from reservations.com regarding this.

Sincerely,

******** *******
Business Response
Date: 09/20/2024
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 emailed the customer as well as contacted directly via phone call.
We have marked this case "closed"
Business Response
Date: 09/25/2024
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 emailed the customer as well as contacted directly via phone call.
We have marked this case "closed"
Customer Answer
Date: 09/25/2024

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. ***** from Reservations.com was very helpful and resolved my issues

Sincerely,

******** *******

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Reservations.com is NOT a BBB Accredited Business.