Complaints

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

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  Reservations.com

  390 N Orange Ave STE 1605 Orlando, FL 32801-1675

• 

  Reservations.com

  85 Broad St # 29-106 New York, NY 10004-2434

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/31/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation with reservations.com on 11-7-2023 for the night of 1-12-2024. $152.77 for a room (service rendered) and $19.99 service fee were charged to my credit card. Check-out time was 12:00 A.M. (midnight). I was flying in from ***** and arrived around 6 P.M. After customs, etc., I called the number for cancellation of my room about 7 P.M., give or take a few minutes. I was immediately told I didn't get a refund because it was past my cancellation time. Nothing I could say at the time, or on any subsequent attempts, made any difference. I got fed up, couldn't bring myself to keep calling. But then I thought of you and decided to see what you could do. This business absolutely made no attempt to resolve our differences, and were very rude in their conversations with me. There was no room for discussion to find out why we were having a problem.

  Business Response

  Date: 08/02/2024

  We have reviewed this matter and see that a refund for the room and taxes have been refunded to the customer as of 11/11/2023. As a courtesy for the inconvenience the customer has experienced, we have refunded the service fee as a one time courtesy as of 8/2/2024.

  At this time, All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days to reflect back on the account used during the time of booking depending on the customer's 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: 08/02/2024

  The refund I received on 11-10-2023 was for a reservation I made for ***** 2023.

  Here is the history:

  I was going to *****, returning on 1-12-2024 to *******  I live in **************  Weather then can be brutal and I didn't want to be stuck trying to get home in a snowstorm. I made the reservation so I'd have a place to stay in *******  That is the one I tried to cancel on January 12th when I arrived in ****** with no bad weather and was able to get back to ** that night.  I called within about a half hour of landing and was immediately denied, as I was every time I tried thereafter.

  The reservation I made on 11-10-2023 was for 11-14-2023 so my son and I could be near the airport for our flight to ***** early the next morning.  Remember, I live in ***  However, my daughter said she wanted to take us so I immediately called (11-11-2023) and cancelled.  This is the reservation that was refunded.

  There were two reservations, two cancellations, one refund.

  This case is by no means closed.

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

  Customer Answer

  Date: 08/13/2024

  I haven't received the refund promised.  It was to be 7-10 days from notification by business, and that time passed on Friday.  I have checked my credit card company to see if there has been a credit for the amount promised, but there has not.  The notification from Reservations.com stated something about my bank account, but they could not direct deposit there because they have no banking information for me.  It has to be credited to my ***** which I used to make payment.  If any refund has been made they need to show me where it is.

  Customer Answer

  Date: 08/23/2024

  I'm sorry.  I have responded at least twice to say that the issue has not been resolved.  I have not received the refund for my unused room that was cancelled within the required time, or the service charge they promised to refund "as a courtesy."  I have called my credit card every few days ever since the promise was made but there is no credit.  It's the only way they cam refund my money because they do not have access to bank account information, and it's the way I paid.

  Customer Answer

  Date: 08/29/2024

  I'm sorry.  I have responded at least twice to say that the issue has not been resolved.  I have not received the refund for my unused room that was cancelled within the required time, or the service charge they promised to refund "as a courtesy."  I have called my credit card every few days ever since the promise was made but there is no credit.  It's the only way they cam refund my money because they do not have access to bank account information, and it's the way I paid.

  Business Response

  Date: 08/29/2024

  After further review, the customer has two different reservations. We have emailed the customer to confirm that itinerary #*********** has been fully refunded as of 11/11/2023. We had attempted to refund the service fee for this itinerary, however due to a tool error, we were unable to process the refund as of 8/2/2024.

  We have confirmed with our billing team that a refund for the service fee for itinerary #***-7870861 has been processed as of 8/29/2024, and can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution.

  We have sent the customer a follow up email for itinerary #***********. We have confirmed with the hotel that the reservation was had been charged on the hotel's end and will not be refunded on their end. 

  We have emailed the customer directly regarding a full refund via ****** or Check so that we may process a refund to the customer. Please respond to the email with itinerary #***-7860247, so that we may further proceed with a refund to the customer. Please note, this will be a refund on behalf of Reservations.com and not the hotel.

  Business Response

  Date: 09/08/2024

  We have mailed a refund check to the customer as of 9/5/2024.

  We have marked this case "closed"

  Customer Answer

  Date: 09/10/2024

  I have received my refund check today.  Thank you very much for your help.  **************************

  Business Response

  Date: 09/16/2024

  Please disregard our previous statement as we are unable to proceed with a check at this time.

  We have emailed the customer twice with an offer of a full refund via check or ******* Please respond to the email directly so that we may proceed with a full refund.

  We will update the customer and the ******************** once a refund has been initiated.

  Business Response

  Date: 09/16/2024

  We have reviewed this matter and see that a check has been issued as of 9/5/2024

  The customer has confirmed that they have received a check as of 9/10/2024

   

  We have marked this case "closed"

  Customer Answer

  Date: 09/17/2024

   
  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.  I have received my refund check today.  Thank you very much for your help. 
  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:07/31/2024

  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.

  This is identical to a case I just saw on your site.I reserved a room for 2 nights through what I thought was the novotel website for *********I have stayed at this hotel many times.I noticed after on my credit card that the funds were in USD and an additional fee was added.What was supposed to be 2 nights for 450 CAN ended up being over 900.Asked to cancelk immediately and they ***** I would lose a deposit of about 78 bucks, said i would dispute that as well. Waited 2 weeks fror the rewfund and now they are saying sorry not eligible.So now i'm out 900 bucks and have no room for my stay (which is in late september).This is 100% deceptive scam.

  Business Response

  Date: 08/01/2024

  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"

  Customer Answer

  Date: 08/01/2024

  Well I'd like to personnally thank you for helping me with this issue.

  There is some good out there....

   

  Customer Answer

  Date: 08/29/2024

  
  Well I'd like to personally thank you for helping me with this issue.
  
  There is some good out there....

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 30, 2024 , I googled IHG Holiday Inn Express in ***********, ** to make reservations for July 28 -31, 2024. The site led me to believe I was speaking to Holiday Inn Express. When I was near completing the transaction, I called and talked with their agent. I asked her why was Holiday Inn Express charging an extra $157.61 a day for taxes and recovery fee. Even though she said she was IHG, she said did not know what the fees were exactly for. So, I thought it must be since *********** is a resort town. When I arrived at *** to check in, I tried to get them my loyalty number and was told I went through a third party so would not receive loyalty credit. She said if I had called the hotel direct, they would not charged the $157.61 extra per day. She told me this was a scam they see everyday. I would like to file a complaint - I have been robbed of $472.83. How can a person ever know if they are being cheated.

  Business Response

  Date: 07/31/2024

  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:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation for July *****. 2 rooms for 1 night at ********, ********, **. Payment of $395 was made. The day of arrival I clicked on address link to hotel. It directed me to The Mustang Inn not the ********. I was required to book at another nearby hotel to accommodate my out of country guest.

  Business Response

  Date: 07/31/2024

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

   

  Business Response

  Date: 08/01/2024

  The hotel has denied our request for a refund. We have emailed the customer offering a full refund on behalf of Reservations.com via Check or PayPal. 

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

  Business Response

  Date: 08/06/2024

  We have refunded the customer in full via PayPal. All charges held by Reservations.com have been fully refunded at this time.

  We have notified the customer via email.

  We have marked this case "closed"

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/20 I attempted to book a hotel from ***************** website, but Reservations.com disguised their own website, pretending to be the Hilton. Reservations.com charged a significant $883 more than the Hotels actual cost. This website did not provide a service separate to what the hotel provides, they only pretended to be the hotel when they are not affiliated to them and charged an exorbitant sum to do nothing. Their only business is the business of tricking customers into thinking their website is ********. They only reason I knew reservations.com was scamming customers was because the Hilton sent me our receipt showing so. I have contacted Reservations.com and asked for a refund already however, they have neither refunded me nor assured me that a refund was coming. Regardless of if they do ever get the refund to me, a less suspecting customer may not know that ********************** is stealing from them.

  Business Response

  Date: 07/30/2024

  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:07/29/2024

  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.

  We booked a reservation for the *************** in ***************** through Reservations.com for July of 2024. We learned that my husband would be in chemotherapy and would likely not have the energy to travel, so we cancelled the trip in the March/April timeframe. We called the *************** and advised them that we would like to cancel the reservation; they advised us the reservation was cancelled. Fast forward to current date and I get a notification that not only was I not refunded initially at the time of cancellation, but they considered us a no show. I spoke with the manager **** at the *************** and he agreed to advise them that we were not a no show, but had called in to cancel. At no point in time was I advised that I needed to also cancel through Reservations.com I would like reimbursement for the nights we did not stay as we cancelled them which total $410.94. This was not us simply choosing to not show up, we cancelled and action was not taken on the reservation end to manage this properly.

  Business Response

  Date: 07/30/2024

  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.

  We have marked this case "closed"

  Customer Answer

  Date: 07/31/2024

   
  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.  As of this morning my credit card was refunded the full amount of the reservation.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/27/2024

  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.

  Website does not indicate it is a 3rd Party site before booking; does not adequately communicate additional fees charged . On 07/14 I made a reservation believing it was directly through ****** for a stay in August. Upon completing the reservation I was charged various fees that increased the cost significantly then what was initially advertised. The advertised prices are misleading and the communication is deceiving. On 07/17, concerned about these charges and a sudden change in plans I called the customer service and after multiple attempts requested cancellation. At no point did the representative inform me that I would have a ****** penalty for the cancellation. When I asked if I would have a penalty the representative did not explain that I would be charged one night + fees penalty for the reservation cancellation and assured me that I would see the refund for the full ****** within 7 business days. There was a partial refund of ****** that has been received however, the remaining refund was never returned. I called again in 07/27 where I was informed by a different representative of the penalty and refusal to get a refund even though the cancellation was within 72 hours of the booking. The information being provided on the website is not clear with fine lines misleading and a fraud. I sincerely question why consumers are not protected against these businesses. When asking to speak to a manager or the complaints department I was told that they would respond to me via and only via email. A warning to all consumers to check and check again before booking and using reservations.com.

  Business Response

  Date: 07/28/2024

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

  Customer Answer

  Date: 07/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although my issue has not been resolved the company was quick to respond and realized that there are many reservation third party companies out there. I will be submitting a complaint against the correct offenders
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/29/2024

  Customer booked through HotelPlanner and not Reservations.com.

  We have emailed the customer the contact information to HotelPlanner for further assistance regarding a cancellation. Please note, that Reservations.com is unable to further assist due to privacy reasons between the customer and HotelPlanner.

  We have marked this case "closed"

• Initial Complaint

  Date:07/26/2024

  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 Monday, July 22, 2024 I thought I was calling Holiday Inn Express to check availability for that night after driving all day. I thought I was calling the hotel directly but got Reservations.com. The guy said there was no availability but could book me at ******. The Hilton was right across the parking lot and I was right outside on ************** I asked if it was the Hilton across from Holiday Inn Express and he said "yes" so I prepared to book it. When he gave the address, it was not Paper Mill Rd so I told him NOT to book it and DON'T charge my card. He assured me it was the right hotel but I wanted to verify. I told him I didn't want to walk in and find out my reservation was across town. He told me there was only one Hilton in *********, **. Then the call dropped. I assumed nothing had been booked or charged because I did not confirm the reservation. 30 minutes later, I was notified by text of the charge on my card. I called Reservations.com immediately to stop the transaction. The call dropped multiple times. I got one guy who asked if he could put me on hold for 2 to 4 minutes to call the hotel and cancel the reservation and ask the hotel to release the money so I can have a refund. I waited on hold while he did that. He came back on and told me my reservation (that I never made) was canceled and he would expedite my refund request. I should watch my email in 24 to 48 hours. On Wednesday July 23, I called again and was told they would again expedite my refund request. I called the hotel and they told me that no one from Reserations.com ever called her to cancel the room. No one ever emailed about a refund and after 4 days, I have not received the refund for a hotel I never booked. I have asked my credit card company to dispute the charge since I'm not getting any help from Reservations.com.But I also think it's very unethical how they disguise their online phone numbers to look like you're calling the hotel directly.

  Business Response

  Date: 07/28/2024

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

  Customer Answer

  Date: 07/28/2024

   
  Complaint: 22051977
  
  I am rejecting this response because:

  I just attached screen shots that prove Reservations.com charged my credit card and the booking number for the reservation.  Their response is saying that it was another company, yet the charge to my credit card is by Reservations.com.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/31/2024

  We have noted that the itinerary H8932890 is booked with HotelPlanner and not Reservations.com. We have provided the information to further contact HotelPlanner as they are the point of contact regarding the reservation with Tru by ****************. Please note, we do not have the ability to assist the customer with this information due to privacy reasons between HotelPlanner and the customer. 

  We have written the customer directly regarding the charges with Reservation, and have asked the customer for further information so that we are able to investigate this matter further. Without the requested information, we do not have the ability to further investigate this matter as we do not have enough information to review.

  Please respond to the email directly so that we may further investigate this matter further. 

  Business Response

  Date: 07/31/2024

  The customer has provided the screenshots provided through the Better Business Bureau. 

  We have emailed the customer once again asking for additional information, however please be advised that a screenshot will not suffice. To further the investigation regarding this charge we will need the requested information.

  Please respond to the email directly so that we may further investigate this matter and further assist.

• Initial Complaint

  Date:07/26/2024

  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 two bedroom suite online and paid for it upfront. When I got to the hotel they did not have the right reservations the manager at the hotel showed me what reservations.com sent to. I was told by the hotel manager that I had to take this issue up with the reservation.com as it was a third-party. I was previously under the impression that this was a hotel itself so I called reservations.com talk to us services. They said they were gonna be calling the manager called them back because I did not get a phone call back from them after being promised got the same story. I told them that *** already talked to the manager. They told me they were gonna escalate it. It has been 17 days I have made, six phone calls three emails. I did get one response in an email saying that I was going to be refunded $100 for the difference of the hotel from what I paid for what I got that was 11 days ago and still have not received anything. Reservations.com is a scam charges people what they want and then tells them it was a mixup.

  Business Response

  Date: 07/28/2024

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

  Customer Answer

  Date: 07/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/26/2024

  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.

  We called a hotel on the ***************** in ***** called ********************. We asked if the person was at the hotel and if it was open because a hurricane had just passed through. The person told us they were at the hotel so we booked. We got to the hotel and, it was not open. The owners called the booking company and asked that we be refunded and we were told we would. I didnt receive a refund so I contacted the booking company. In writing via email they said I will be refunded within 10 business days. That didnt happen so I called and Im getting no answers. No one will respond to my email thread.

  Business Response

  Date: 07/26/2024

  The customer has booked their reservation with Hotel Planner and not Reservations.com. Please note Reservations.com is a different third party booking entity that is not affiliated with Hotel Planner. 

  We have emailed the customer directly with Hotel Planner's information so that they obtain assistance regarding this matter. Please note, Reservations.com does not have the ability to further assist the customer due to security reasons between the customer and Hotel Planner.

  We have marked this case "closed"

  Customer Answer

  Date: 07/26/2024

   
  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,
  
  *****************