Business Profile

Hotel Reservation

Reservations.com

This business is NOT BBB Accredited.

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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

579 total complaints in the last 3 years.
188 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:09/22/2024
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,

******** *******
Initial Complaint
Date:09/19/2024
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.
The date of transaction was August 22, 2024, I was told I would receive a welcome package and login information within 24 hours. As of Sept 12th when I called the company I was told they were behind and they gave me an advertisement #. Upon review of their listings i found several discrepancies in their descriptions of properties listed, geographical and the exact same identical statements used for various listing in different parts of the country. I was asked to pay $1995.00 via a credit card and was told that this is for the advertising cost of listing my timeshare for rent. As of today, 9/17/2024 there has been no response
Business Response
Date: 09/19/2024
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: 09/23/2024
We have emailed the customer a second time asking for additional information.
Please note, Reservations.com does not sell time-shares at this time as we are a third party booking for hotel's. We kindly ask for the customer to confirm that they have a reservation booked with Reservations.com and respond to the email directly so that we may further assist.
Initial Complaint
Date:09/18/2024
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.
In Date September 17 Booking in comfort inn The add was 147 CA dollars But the charge was in US dollars I paid almost 65 dollars extra for this bookings while other sites like booking .com and Expedia. Com was charging by Canadian dollars for even less than 147 CA dollars while I paid almost 208 CA dollars.Please if you don't mind to refund me 65 CA dollars .
Business Response
Date: 09/18/2024
We have written the customer regarding additional information and a refund.
Please respond to the email directly with the requested information so that we are able to move forward with a refund.
Business Response
Date: 09/19/2024
Reservations.com has refunded the additional amount charged via ******. The customer has confirmed they have received the refund as of 9/19/2024.
We have marked this case "closed"
Initial Complaint
Date:09/17/2024
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.
On Aug 16th I was trying to get a hold of the Hampton inn Iowa city for work. I ask the gentleman i I was speaking to the ******* in in *********, I was never really told I was speaking to ***************. I explained that I was going to ********* for work and was needing to contact the hotel and set up a room at the government rate, I explained why I need this the certain way so that I would be reimbursed. I was assured that I was getting it at the rate and no additional charge, after hanging up the phone I got the confirmation email and that was when I was aware it was made thorough a 3rd party not the hotel as I thought with a surchage of over 50 dollara. I called back and kept getting hung up on or the call dropped. I finally got a hold of someone and explained why I couldn't go though a 3rd party. As I couldn't get reimbursed and needed to cancel, I kept getting dropped during my calls and had to keep calling back, was finally able to get it canceled. I was told I may have to pay a fee, I was requesting for full reimbursement. I request a case manger or person in escalation to call me. Never happened. I did receive an email 3 hours later stating I would get the full reimbursement and it could take up to 10 business days. 10 days passed and now 20 I called back at day 14 and was told they were sorry they were unsure why and they would send it to escalations and someone would call me. I still have not been called and keep trying to get a hold of them via phone or email as I have emailed multiple times as well with jo ****** I am still waiting/ trying to get reimbursed $515. I am trying to get my refund, I have add screen shots of the original email and the confirmation from the comapy saying I would get my refund.
Business Response
Date: 09/18/2024
We have reviewed this information, and have concluded that the customer has booked their reservation with HotelPlanner and not Reservations.com. We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.

We have marked this case closed
Initial Complaint
Date:09/17/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I believed I was speaking with the hotel booking service directly not a third party. When the grand total with taxes/fees was higher ($19.99 booking fee). Additionally, I booked this because they indicated there was an airport shuttle. Upon contacting the hotel directly after booking for additional details I found out that the airport shuttle hours would not work for my flight and when I attempted to cancel the reservation the hotel informed me it was made through a third party. I then contacted Reservations.com and they understood the issue and cancelled the reservations but informed me that it was non-refundable. Upon further discussion, and since it had only been an hour since I made the booking they said that I MAY receive a refund for all but the booking fee. Seven days later I received an email apologizing but say that none of the $210 was refundable.
Business Response
Date: 09/17/2024
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:09/15/2024
Type:Service or Repair 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 was trying to book a reservation for Barefoot Suites in *********, *******, for October 4-8. I thought I was on the Barefoot Suites website when I was searching. I was checking dates between 4-8 and 4-9. When I returned to 4-8, it confirmed 4-9 instead. 1) I did not CONFIRM any dates 2) I did NOT realize I was somehow redirected to Reservation.com. I did not think there was anything I could do. I called and explained that I had not booked this reservation and to cancel it. They would not. So, trying my best to make a horrible situation okay, I asked them to change my check-out date. They would not. They 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 central hotel's website. I plan to book directly with Barefoot Suites.
Business Response
Date: 09/16/2024
We have emailed the customer directly regarding a cancellation and refund. Please respond back to the email directly so that we may further assist.
Customer Answer
Date: 09/16/2024
The Email they sent me will not open so i can not accept or decline
Customer Answer
Date: 09/16/2024

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,

*************************
Business Response
Date: 09/16/2024
All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days to reflect back onto 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:09/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called to reserve a room at a Holiday Inn Express in ***** *********. I asked twice during the call, if I was speaking to the Holiday Inn in ***** directly, and was told yes both times. I reserved a room for 2 nights. Once we got checked in, I logged into the Holiday Inn website to see what the cost was for a two night stay, same room, same nights, the cost was $430.53. When I received my check out invoice, I was charged $653.74. I contacted Holiday Inn to inquire about the over charge and was told my booking was made through ******* and they could not help me, but said this happens often and they were very sorry that I had been taken advantage of. I see at the top of my receipt it says ******************************************. I'm not sure if this is Expedia or another booking scam web site.
Business Response
Date: 09/12/2024
We have reviewed this information, and have concluded that the customer has booked their reservation with HotelPlanner and not Reservations.com. We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.

We have marked this case closed

Business Response
Date: 09/12/2024
We have reviewed this information, and have concluded that the customer has booked their reservation with HotelPlanner and not Reservations.com. We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.

We have marked this case closed

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Reservations.com is NOT a BBB Accredited Business.