Business Profile

Hotel Reservation

Reservations.com

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This business has 1 alert

Pattern of Complaints

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

548 total complaints in the last 3 years.
165 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:09/19/2025
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.
Employee ran my debit card without confirming details and purchase price. When confronted he left me in hold for over an hour. When I called back the same day, Sept 5, 2025 after speaking to an employee and Supervisor I was advised my complaint had been send up to the appropriate team. I called back Sept 14th for an update and to speak with an supervisor. I never revieved a call back. I called back today, Sept 19th to get another update due to the initial supervisor stating it would take 7-10 business days to resolve starting Sept 5, 2025. During my phone conversation with a employee and supervisor on Sept 19, 2025 I was told my case did not get escalated until Sept 14th and was not sent up to by a supervisor or employee Sept 5, 2025 as I was told. My card was fraudulently ran without my permission or confirmation. I am seeking a full and immediate refund.
Business Response
Date: 09/22/2025
Greetings Mr. ******************* appreciate your feedback and want to clarify that you have reached Reservations.com, not Reservation Desk. For further assistance with this matter, we recommend contacting Reservation Desk directly, as they will be able to review and address your request.

Please note that due to privacy policies between Reservation Desk and their customers, ********************** is unable to access or manage these details.
Should you need support with future travel arrangements, Reservations.com will be glad to assist.

Kindly,

******* ******
Initial Complaint
Date:09/19/2025
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.
I was trying to book a reservation on ********* for a wedding I have coming up next month in **********, ****. Somewhere along the lines I was transferred to this third party website that was impersonating the hyatt website. When booking it gave me one price for the room rate and taxes/fees but when I got the confirmation email the taxes/fees were higher. They doubled the ************ price from what it originally said. The nightly rate for the room was $153.00, I got the room for two nights which would be $306. Taxes in **** are 6% but they are trying to charge me $190.16 for "tax ***************** I originally reached out to the hotel because that is who I thought I booked directly through, only to be informed that I had booked through who they showed was Expedia. So this company is impersonating the ***** website and *******. Once I finally figured out who I was working with, I reached out to them for more information about what is included in this "tax **************** and asked for an itemized receipt. Taxes I have contacted them multiple times with an automated response email that my request will be reviewed with no further response. This website is a trap.
Business Response
Date: 09/19/2025
Greetings,
We have forwarded this matter to our escalations team for further review. We ask for your patience as they review this case carefully. Once they have provided us with a update and resolution, we will notify the Better Business Bureau and the customer immediately.

Thank you,
******* ******
Initial Complaint
Date:09/18/2025
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.
I have been calm for almost a week, but I've been ran around in so many circles this is ridiculous. I had accidentally booked through a third party (***************) for some employees for a company event they are going to in *********. They are suppose to be staying at the ****************. All I wanted to do was switch my check in and check out date. They were going to be staying October 12th - October 17th, and just needed it moved to October 11th - October 16th.However, I have spoken to MULTIPLE people saying my matter has been sent to their escalation team and have yet to be contacted to get this matter fixed, they apparently have no number for their escalation team and can not do anything over the phone. Based on their policy, you can extend or change your check in date up to 7 days before-hand. I am under a month out and have yet to see a resolution on this matter. I've sent multiple emails, and have not heard back and the customer support system is absolutely useless. All I literally want is to get my check in and check out date moved, and they're acting like I'm asking for a miracle.
Business Response
Date: 09/19/2025
Greetings,
We have reviewed the cancellation policy agreed to by the customer at the time of booking, which is "Non-Refundable". We understand the customer is requesting to modify the reservation; however, Reservations.com cannot modify or cancel non-refundable bookings directly. For this reason, the matter has been forwarded to our escalations team for further review.
We have forwarded the request to our escalations team regarding the modification of the requested dates. Once an update or resolution is provided, we will notify both the customer and the ******************** immediately.

Thank you for your patience, and we look forward to assisting you further.

Kindly,
******* ******
Customer Answer
Date: 09/19/2025

Complaint: 23903327

I am rejecting this response because: if that was the case then they wouldn't immediately respond to me if I needed extended my stay an extra night. Also, the policy states that I am able to modify my reservation up until 7 days before my stay.
Please see that this is resolved promptly, as it was forwarded to you "escalation team" on Monday morning. I would be more than happy to talk to someone on your escalation team as well in regards to this issue.
Sincerely,

****** *******
Business Response
Date: 10/10/2025
Greetings,

The customer received a credit in the form of a voucher and has successfully rebooked a new reservation for the correct dates. Our records confirm that the new booking has been completed and the customer has received their confirmation.
Thank you for bringing this matter to our attention and it was a pleasure assisting you.

Kindly,
******* ******
Initial Complaint
Date:09/17/2025
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.
On 8/29/25 I booked a hotel room thru Reservations.Com at the ******************** in *******, ** for the night of 8/31/25. We I arrived that day the hotel had no record of the reservation. I called the # I had booked the reservation with and was told it was be cancelled and my payment would be credited to my credit card account that had been charged; but to not expect that for "up to 10 days" it has now been > than 15 days and still not credit.I've checked with the ******************** and was told there was nothing they could do. I then followed up with Reservations.com (@ ************) and was advised to keep waiting for it.Please help!
Business Response
Date: 09/18/2025
Greetings,

We are unable to locate the reservation with the information provided through the Better Business Bureau. To further assist you, please provide your itinerary number along with the email address associated with the reservation to *****************************************************.

Thank you and I look forward to assisting you.
******* ******
************************************************************
Customer Answer
Date: 09/18/2025

Complaint: 23898149

I am rejecting this response because: on 8/31/25, when I cancelled this reservation, their agent told me that I would have credit within 10 days. Now, obviously, it's been at least 18 days. I called back to Reservations.com service yesterday (9/17/25) and ****** *. responded, nicely, that they're working on it but it'd be 10 days. Of course, that's exactly what they said 18 days ago.
The reservation ID was ********* and the email address I used was *******************************
Thank you for helping resolve this matter for me.

Sincerely,

**** *****
Business Response
Date: 10/09/2025
Greetings,

The customer received a credit in the form of a voucher and has successfully rebooked a new reservation for the correct dates. Our records confirm that the new booking has been completed and the customer has received their confirmation.
Thank you for bringing this matter to our attention and it was a pleasure assisting you.

Kindly,
******* ******
Initial Complaint
Date:09/15/2025
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 September 2nd, I was searching for motels in *************, *****. I selected the Best Western and when I did, third party options appeared. I selected "Reservations .com" and processed to check out. Once payment was recorded, It appeared it was for a Best Western in *************, ********, not *****. I hit my back button and I had indeed selected Texas not ********. I immediately contacted Reservations help line and informed them that when I selected their link, it changed locations and I felt i should receive a 100% refund. Instead I was only refunded $38 out of a $147.98 charge. Had I selected the wrong state, I could understand. However, I feel they switched locations through clicking their link. Considering it was only a couple minutes after booking and something with their site, I should receive a 100% refund
Business Response
Date: 09/16/2025
Greetings,

We have forwarded this information to our escalations team. We ask for your patience during this time. Once we have received an update and resolution, we will notify the Better Business Bureau and the customer immediately.
Thank you and we look forward to assisting you.

Kindly,
******* ******
Customer Answer
Date: 09/16/2025

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:09/01/2025
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.
This business fraudulently identified themselves as ******************* when we called the number for a search for the hotel. The price they charged us is double the rate of the actual room.
Business Response
Date: 09/02/2025
Greetings,
We have escalated this matter for review and our team has confirmed that all information was expressed during the time of booking and agreed upon by the customer during the time of confirmation. A
As a gesture of goodwill for the inconvenience experienced, we have issued a 15% refund back to the customer as of 9/2/2025. All refunds can take up to 2-10 business days for this 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.

Thank you
******* ******
Customer Answer
Date: 09/02/2025

Complaint: 23823293

I am rejecting this response because:
The reservations.com representative led my wife to believe that she was dealing with the front desk of the hotel she searched for by name using her smartphone. The website that came up from the search is deceptive and looks like the actually best Western coral hills website. Additionally, as part of the deception, they included a local phone number (same area code) in the search result, showing further intent to deceive her.
I will be satisfied only with a full refund of the price difference between what we would have paid if we had not been tricked into believing that we were dealing directly with the front desk of the Coral Hills Best Western for a reservation.

Sincerely,

******* ******
Customer Answer
Date: 09/02/2025
This is evidence of intent for fraud. Reservations.com intentionally misrepresented themselves as the local front desk for Coral Hills Best Western
Business Response
Date: 09/18/2025
Greetings,

We have escalated this matter for review and our team has confirmed that all information was expressed during the time of booking and agreed upon by the customer during the time of confirmation.

As a gesture of goodwill for the inconvenience experienced, we have issued a 15% refund back to the customer as of 9/2/2025. All refunds can take up to 2-10 business days for this 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.

At this time, No further refunds will be issued.

Thank you
******* ******
Initial Complaint
Date:08/31/2025
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 booking a hotel room at *********** in ******* ******. I clicked on the "official" site and called directly. But apparently it's a scam and it's "reservations.com". Anyways I called directly because of reviews and making sure Waterpark is included. I asked the guy on the phone multiple times "and this is WITH the Waterpark?" He said yes every time. Even making their phone number similar. I think these sites need to be held accountable. The hotel said my reservation was through expedia. I didn't even know that. I even asked the person on phone about giving him my membership number. Never once did he say anything about it not mattering. I can't even get points for my stay. This was wrong on so many levels.
Business Response
Date: 09/01/2025
Greetings,
I am happy to assist you. Please be advised, we are unable to locate the reservation with the information provided.
To further assist you, please provide the email sent from Reservations.com with the reservation information provided from Reservations.com and send it to ******************************** This information will provided the necessary information we need to further assist you.
Thank you
******* ******
Initial Complaint
Date:08/28/2025
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.
I wanted to make a reservation with a ************ directly for some reason I was directed to a third party when I thought it was the original Hotel as I wanted to book directly nowhere that it said that it was a third party I did the bookie and then I noticed a fee apart from the price that I paid for the room I canceled it getting communication with the company and they said that fee was none refundable I think the page was misleading trying to act like if you were directly making the reservation with the hotel
Business Response
Date: 08/28/2025
Greetings,
I am happy to assist you. Please provide your itinerary number along with the email address associated with the reservation to *****************************************************.
Thank you and I look forward to assisting you.

Kindly,
******* ******
Customer Answer
Date: 09/08/2025
I try to follow up with the merchant and I send them the information they needed but apparently they can't find anything with that information I tried multiple times they're saying that that's a different company
Initial Complaint
Date:08/28/2025
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.
I would like to file a claim against a business that operates from Reservations.com. I was looking to book a stay in *********, ** for a group. I thought I was on the ********************** site booking a reservation, however I was actually booking through a third party, which was NOT clear. I only discovered that I hadn't booked directly through the hotel site when I researched the email address associated with the booking: *******************************************. Unbeknownst to me, while on the **************** site, I was redirected to this third party site. I was booking 4 rooms, 3 nights total. The nightly fee for each hotel room was $404.99. The total taxes noted were $210.00. After completing the transaction, I noticed the total amount was $7,387.84!!!! I immediately searched for a breakdown of the costs and noticed the taxes were $210.66 PER NIGHT, PER ROOM. What??!! This was very unclear upon booking and extremely misleading. Not only misleading but now non-refundable. How is a company able to get away with this deceptive practices? Its not even clear who the company was on the booking site. No name, no nothing...only an email of *******************************************. Thats it! All I could find on the bottom of the site was the following: Copyright ********* ****************************** I immediately called the hotel and canceled the reservation. I filed a case with my credit card company, to challenge the charges. I hadn't used any services, was mislead as to the cost and now am out $7,387.84. Reservations.com responded to the credit card company investigation stating the actions of the cardholder constitute "friendly fraud"....what does that even mean?? How am I, the consumer, being fraudulent? They go on to say the consumer "received the good and services made available." NO, we did not. Who has our money? Not the hotel...we cancelled the room and they emailed us a confirmation noting the cancellation and $0.00 for services.
Business Response
Date: 08/29/2025
Greetings *** *******,

After reviewing the provided information, we were able to confirm that you have booked your reservation with Reservation Stays and not Reservations.com. While both have "Reservations" in the name, neither company is related to each other.
While we empathize with your concerns, we advise contacting the company you have booked your reservation through so that they may further assist you. Please be advised, Reservations.com does not have the ability to assist due to privacy reasons between Reservation Stays and the customer. Below is the contact information to Reservation Stays.

Reservation Stays: ****************

Thank you
******* ******
Initial Complaint
Date:08/26/2025
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.
August ******* ******************************************* Reserved Dates: check-in Oct 20, Check-out Oct 23 Itinerary Number H12300254 Thought we were dealing directly with ******************* staff. Reservations.com agent, ****** misrepresented herself as working in the hotel as part of staff. We asked about the fees being so high and she claimed they were for the usual things like free parking, internet, cleaning, things that didn't make sense. We questioned her about cancellation policy. She assured us cancellation could take place up until the time we check in, which is not the Chatham Tides cancellation policy. She never said anything about the cancellation policy being unrefundable or that there was a cost for the "conditional refund protection". We did not know that until we received the reservation confirmation email and the email thanking us for purchasing refund protection. And we certainly did not choose the plan as stated in the email.We talked to reservations.com representatives and had this situation escalated to a resolution team. the only way they communicate is by email. We did get an email from Lodging Support saying Hotel Approved A Full Refund-Verbally. We emailed back a couple of times asking if cancellation was verified and when the charges would be removed from credit card. We received an email saying it was being reviewed. Eventually we received an email stating that our refund would be in the form of a voucher. We replied we were declining the voucher. We don't want to have anything to do with ***************. We just want the charges removed from our credit card and be done with this. if we accept the voucher we feel we will be subjected to the same practices employed on us if we went to use the voucher. We immediately tried to get this resolved as soon as we noticed things we were not aware of and didn't agree too on the bill and are asking that our money be refunded to our credit ********************* ********
Customer Answer
Date: 08/27/2025
We received the attached email from reservations .com stating that our "reservation request" was being reviewed. Since the refund was supposedly being processed according to the August ******* email we don't understand why the need for further review. This seems like a delaying tactic. Is there something else we should be doing?
Our response to them is also attached.
Thank you,
******* and ****** ********
Customer Answer
Date: 08/28/2025
Here is an email from reservations.com regarding our refund. We have also included our response.
Thank you,
******* and ****** ********
Business Response
Date: 08/29/2025
Greetings,
We have forwarded this matter to our escalations team. Once they have provided us with additional information and the resolution, we will notify the customer and the ********************** immediately.
Thank you for your patience and we look forward to assisting you!

Kindly,
******* ******
Customer Answer
Date: 08/29/2025

Complaint: 23799730

I am rejecting this response because: we have received two emails (8/13/2025, 8/28/2025)
from Reservations.com, both using almost the same exact words, telling us that the refund was being processed and could take up to 10 business days for the credit to appear on our statement. We were also told in both emails we would be getting a text message soon notifying us of the refund. To date we have never gotten a text message and the refund has not been credited to our account. Until the refund has been credited to our account (something that was promised twice) we will not be satisfied.
We appreciate the BBB efforts.
Sincerely,
******* And ****** ********
Business Response
Date: 09/02/2025
Greetings,

We have issued a full refund back to the customer as of 9/2/2025. All refunds can take up to 2-10 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.
Thank you.
******* ******
Customer Answer
Date: 09/03/2025
Yesterday September 2, 2025 we received two text messages from Reservations.com telling us that our refund(s) have been processed. I have attached a screen shot of those two text messages for your information. We checked our credit card online statement and the charges have indeed been refunded. We weren't sure that was going to happen. We want you to know how grateful we are for the BBB and the work you have done to get our money back.
Thank you very much.
Sincerely,
**** and ***** ********
Business Response
Date: 09/18/2025
Greetings,
Thank you for confirming you have received your refund. Should you have any further questions, please feel free to reach out to Reservations.com directly and a service agent will be happy to assist you.

We have marked this case "Closed"
Customer Answer
Date: 09/23/2025

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,

******* And ****** ********

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This business has 1 alert

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Reservations.com is NOT a BBB Accredited Business.