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

600 total complaints in the last 3 years.
213 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:06/17/2025
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 booked a hotel on a site and when I noticed it was US not canadian I called right away and canceled the booking they then informed me after it was canceled that they had a no refund policy that I was not aware of at all so not only was my hotel now canceled they also took the money from my bank I then called my bank to dispute it and a month later my bank came back and said *************** denied the dispute saying they have a no refund policy I've have been in contact over email several times they agreed to refund me as soon as I get written confirmation from my bank that the dispute is finalized they wanted to avoid a duplicate refund i have given them the written confirmation from my bank several weeks ago and now they are not replying to my emails I do have all communication with them in writing
Business Response
Date: 06/18/2025
Greetings,

Thank you for the information. We have forwarded this information to our escalations team for further review. Once they have provided us with further details, we will notify the Better Business Bureau immediately.

Thank you and we look forward to assisting you
Caitlin Thomas

Business Response
Date: 06/19/2025
Greetings,

Thank you for your prompt reply and for giving us the opportunity to review your case. We have located your reservation and found that a chargeback was filed with your card issuer. When a dispute is in progress, the transaction is automatically placed on hold for 90–120 days, during which Reservations.com is unable to issue additional charges or refunds.
Although your bank has provided you with an interim update, we must wait until both financial institutions complete the chargeback review before any further action can be taken.
A partial refund of $514.17 USD was initiated on March 19, 2025. The release of these funds to your account now rests solely with your bank’s processing timeline. For further information, please contact your bank for questions regarding processing, follow-up and resolution time.

We will monitor the dispute status and are prepared to assist once it is fully resolved. Until then, no additional steps can be taken.
Thank you for understanding,
Best regards,
Caitlin Thomas

Customer Answer
Date: 06/29/2025
I thought we were waiting for a response from them they responded by they will look into it and contact the BBB when they have more answers for me please don't close the complaint
Initial Complaint
Date:06/16/2025
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.
On April 8, 2025 I thought I was contacting Princess Cruise Lines to request something for my cabin on an upcoming cruise. I asked if it was ********************* and **** assured me it was. He said in order to process my request he would have to refresh my booking, and to do that he would need to recharge my credit card and turn right around and issue a refund for the original amount. The amount he was charging was $300 less because of a promotion. He assured me I would receive my refund in 1-2 billing cycles. I received an email stating I would have it by May *****, 2025. I did not receive a refund. Ive been calling ever since and getting excuses after excuses. I was then told I would have my refund by June 16, 2025. I called back on that day and was told I would have to wait another 7-10 days. Please help. My booking # was 8L2LVR. The amount was $7,422.90.
Business Response
Date: 06/18/2025
Greetings,

Thank you for your inquiry. After reviewing the details provided, we have confirmed that the cruise reservation was made through a different company. Reservations.com specializes exclusively in worldwide hotel bookings and does not facilitate cruise or other non-hotel travel reservations.
Because many travel agencies include the word “Reservations” in their names, customers may inadvertently contact one when intending to reach another; however, Reservations.com is not affiliated with any of these companies, and is unable to reserve bookings for cruises at this time.
We recommend that the customer review their confirmation email or payment record to identify the correct provider and contact that company directly for assistance.
Should you require hotel arrangements in the future, Reservations.com will be pleased to help.

Kindly,
Caitlin Thomas
Initial Complaint
Date:06/15/2025
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.
The address stated best western reservations. I called and he answered "are you trying to reserve a room at some best western....I can't remember. I stated no I and trying to get one in ******. I said no problem and reserve me a room. When I got there it wasn't a best western. The property was filled with homeless people and what looked like drug dealers. I immediately returned my key to the desk. They even told me this company does it all the time. There was 3 more people thay got took just like me returning their keys. I have been e mailing them to the point that I was told they will not return my money.
Business Response
Date: 06/16/2025
Good Afternoon,
I am happy to assist you. I am unable to locate the reservation with the information provided. Please provide the itinerary and email associated with the reservation to [email protected].

Thank you and I look forward to assisting you
Kindly,
Caitlin Thomas
Business Response
Date: 06/25/2025
We are unable to locate the reservation using the information provided through the Better Business Bureau.
We have reached out to the customer directly so that we are able to obtain the necessary information to further assist the customer.

Please respond to the email directly so that we may further assist you.
Initial Complaint
Date:06/06/2025
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.
Hello I hope you can help. I called what I thought was the ************* at ******************************************. What I got was a company called Reservations.com associated with ***********. I called on 3June 25 to book a room for 8 June 25. It was hard to understand her accent and I didn't understand the Cancellation Protection Policy. After I booked the reason I was going to ******** was rescheduled. So I called back to cancel and I was told I would incur a penalty of the room rate of $92.98 because I didn't pay for Cancellation Protection Policy and I will incur the room rate penalty. I have never heard of Cancellation Protection - ever.Wyndham does not do this it is from this scam company. I cannot stay there 8 June 25 because the event was rescheduled. I really thought I was speaking with a Wyndham clerk i was mislead. Wyndham Policy is that you can be refunded up to the 24 hours before check in time. WITH NO PENALTY. I cancelled the same day. I am 69. A retired veteran of the ******* and on *** I can't afford to pay for something I cant use.The entire bill is $121.23 with taxes however I would be charged room rate it is on the paperwork I printed out. So is the tax refunded? Total $121.23. I thank you so much for what you do to help people that have had a wrong done and you correct it right. Thank you
Business Response
Date: 06/09/2025
Good Day,
We are able to confirm a full refund has been issued to the customer in the amount of $121.23 to the card used during the time of booking. Please allow up to 2-10 business days for this to reflect back onto your account depending on your financial institution.

If you have any further questions or concerns, please feel free to reach back out to us!

Thank you
******* ******
************************************************************
Initial Complaint
Date:06/03/2025
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 was making a hotel reservation for me and a co-worker using the phone number listed below the resort name on my phone. I was told that the charge would be $175.15 per room, when I asked if that was the Rexair rate (our company) I was told yes. When I asked if I was calling the hotel direct, the guy stated that he could not hear me, I asked again, he said I was breaking up, after the third time of me asking, he hung up. I immediately called and canceled the reservation and they are stating that I agreed to a cancelation policy which was never even communicated to me. I am not sure what type of shady place this is, but I will be disputing the charges.
Business Response
Date: 06/04/2025
Greetings ******,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund in the amount of $175.15 has been issued back to the card used during the time of booking. Please allow up to 2-10 business days for this to reflect back onto your account.
If you have any further questions or concerns, please feel free to email me at ******************************* and I will be happy to assist.

Thank you
******* ******
Initial Complaint
Date:05/29/2025
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.
This companys website it formatted to look exceedingly similar to ******* booking website. I booked a stay for my sons wedding and thought I was booking at ******. I called on May 7 regarding extending my stay by one day (still thinking I was speaking with ******). They said they would extend it. When I called the hotel the day before, they indicated this stay was through a third party site and there had been no extension. I called again and they said they could only request an extension and would do so and let me hear back in 24 hour. I then called the next day to be told an extension was not possible and the only way to have this new day was either to book a new stay for one day through this site or ask the hotel to start a new reservation. It is frustrating that that this company has created its website to purposefully look like the valid site and additionally, will tell you different things and string you along until its too late and request you make new bookings through them.
Business Response
Date: 05/30/2025
We are unable to locate the customer's reservation with the information provided.

We kindly ask for the customer to provide the itinerary number along with the email address associated with the email address so that we may further proceed with our assistance.
Business Response
Date: 06/04/2025
Good Afternoon,
I would love to help clarify. Please keep in mind once a reservation has been booked, we do not have the ability to modify the reservation however we are able to cancel the current booking and create a new reservation with the information needed. Please be aware that your current reservation may have a cancellation policy. If you would like to move forward with a cancellation and new reservation, Please feel free to reach out to me at ******************************** I look forward to hearing from you!

Kindly
******* ******
Initial Complaint
Date:05/28/2025
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 sold a hotel (**********) key west by this company that was supposedly clean and had free parking. This hotel is a health risk. It smells like mold and has cockroaches in the room. I couldnt stay at the hotel for the health risk. When I called to get a refund they said I needed photos of the moldy room. Well I cant provide photos of the smell of mold. I simply didnt get what I paid for.
Business Response
Date: 05/29/2025
We are unable to locate the customer's reservation with the information provided.
We kindly ask for the customer to provide the itinerary number along with the email address associated with the email address so that we may further proceed with our assistance.
Customer Answer
Date: 05/29/2025
I have attached a screenshot of the reservation. The reservation # is 9070197692673
Customer Answer
Date: 05/29/2025
I have attached a screenshot of the reservation. The reservation # is 9070197692673
Business Response
Date: 06/06/2025
Greetings,
I am happy to assist you! I am unable to locate the reservation with the information provided. Please provide your itinerary number along with the email associated with the reservation to ******************************* so that I may further assist you.

Thank you
******* ******
Customer Answer
Date: 07/10/2025

I have attached a screenshot of the reservation. The reservation # is *************
Business Response
Date: 07/11/2025
Greetings,

We have reviewed all information provided through the Better Business Bureau. Please note that information does not match the reservations in our system. We kindly ask to provide a screenshot of the reservation showing "Reservations.com" in the title along with the email address associated with the reservation. Please provide this information to ******************************* so that I may further assist you.

Thank you
******* ******
Initial Complaint
Date:05/24/2025
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 booked a hotel room through what I thought was the hotel website. It was, in fact, reservations.com who was impersonating the hotel. When my airline cancelled my flight, I cancelled the hotel room and asked for a refund. The hotel immediately said they informed reservations.com that I was entitled to a refund. The agent for *************** told me they called the hotel and the hotel said they would not refund the trip. This was not true. It took me several phone calls to both the hotel and reservations.com to receive a refund for the stay but they have not refunded the service fee. Im requesting a refund of the service fee since the company impersonated the hotel website (Id never have booked through reservations.com). The fact that the company fraudulently impersonated another business and then lied about the refund to which was entitled is sufficient evidence for my claim.
Business Response
Date: 05/27/2025
We have reviewed the customer's reservation, and have confirmed that the customer booked through her mobile phone device. Please note, all information including the cancellation policy as well as the policy for the non-refundable service fee was displayed and expressed during the time of booking and agreed upon by the customer during the time of confirmation.
As a one-time courtesy, Reservations.com has issued a refund for the non-refundable service fee as of 5/27/2025. We have confirmed that a refund for the remaining amount for the room and tax has already been refunded to the customer as of 5/22/2025.
All charges held by Reservations.com have been fully refunded to the customer, 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: 05/30/2025

Complaint: 23373426

I am rejecting this response because:
The service fee has not been refunded to my card. Once the fee shows up in my account, I will accept the response.
Sincerely,

******* ********
Customer Answer
Date: 06/02/2025
I am ok to accept the response. Thank you.
Business Response
Date: 06/04/2025
The customer has confirmed and accepted our previous response.
We kindly ask that the Better Business Bureau close this case as it has been resolved and considered "resolved" by the customer.

We have marked this case "closed"
Initial Complaint
Date:05/23/2025
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 5/22/23 at around 9 pm, I was searching for hotel reservations at The ***************************. The RESERVATIONS.COM website was listed as the website to make the reservations. The total came to $740.89. The reservation number was Booking Confirmation # R5653568376.I accidentally booked the wrong ******** 9 am on 5/23/25 (within 24 hours) I tried calling. The first number, on the RESERVATIONS.COM website ************ stated that it was only for new reservations and asked me to call ************. I called that number and the representative had heavily accented English which I could not understand. I requested to speak with a supervisor. I was put on hold (sometimes with music, sometimes silent) for over 45 minutes. Then the call dropped.I called the number back and started speaking with a second representative, was put on a silent hold, then the call dropped after 15 minutes.I finally had to call the hotel itself who said they couldn't change the reservation because it was made by a 3rd party, The front desk person told me that he could modify the reservation if he was contacted by RESERVAITONS.COM.The front-desk staff informed me the reservation was made via PRICELINE and gave me their number ************.I called them and they required a Booking Number Booking Ref. # ***********. The representative explained that the reservation had to be cancelled and there was a $100 penalty.
Business Response
Date: 05/27/2025
We have reviewed this information, and have concluded that the customer has booked their reservation with Reservations Center and not Reservations.com. Please note, we do not have the ability to further assist the customer due to privacy reasons between Reservations Center and the customer.

For further assistance, We have provided Reservations Center's contact information below:

Phone: *****************
Email: ****************************************************

We have marked this case closed
Customer Answer
Date: 05/27/2025

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:05/22/2025
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.
I called the phone number on the hotel website, and some how ended up with reservations.com. I asked them if they were the hotel they said they were. I told them I wanted to add a night to a reservation my sister made. They asked her name and proceeded to tell me they found her reservation, which they could not have done because they do not have access to the hotel reservations. I explained what I was doing and asked specifically if I could get the same room so we did not have to switch rooms. They said they could do that, they booked the reservation under her name using my card, which is fraud, that should have never went through. I was up charged by almost $100.00 and told it was non refundable. I got the charge on my credit card and found out it was not the hotel I had booked with .I found out it was this this company. Some how i got rerouted to their number. I then called them and told them that they charged my card under someone else's name claiming they were the hotel. I told them I wanted my money back, because this was total fraud. I got a run around for 2 hours. I asked for a supervisor and they told me they could not get one because they did not work on site, total BS no company does that. I then called the hotel and talk to the front desk whom sent me to the real hotel reservations. They told me that the other company had my money and they could not do anything about it. I ask how this happens, they are unsure but said it has happened to many people, and they get a lot of complaints about it. I contacted my credit card company and am disputing it on fraudulent charges since is not booked under my name. I called them back and just keep getting their scripted answers. I told them I disputed it with my credit card company. This should be totally illegal, how are they intercepting calls made to the hotel? Unless you ask for the front desk to connect you this is what happens. They have not bothered to contact me keep calling and keep getting the same answers
Business Response
Date: 05/23/2025
We have escalated this case to our team for further review. Once we have received an update from our team, we will notify the customer and the ****************** immediately.
Customer Answer
Date: 05/23/2025
Here are some pictures of my sisters name not mine on this reservation
Customer Answer
Date: 05/26/2025

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,

******* ********-*****

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Reservations.com is NOT a BBB Accredited Business.