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:09/12/2024

  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.

  Made an online reservation. Clicked the wrong date; went back and changed the date prior to proceeding. Website ask for my info, entered it. Pushed next and it charged my card for 14 nights at a hotel. Never gave a review screen. I attempted immediately to change it. They would not let me and they charge a 200 dollar service fee. I called after not being able to change my reservation online and they said they would need to charge an additional 500 dollars to change the reservation. I said no and then he said he would call the hotel and see if they were ok with the cancellation. After being on hold for over an hour they came back and cancelled the reservation and overrode the 500 dollar fee but not the 200 dollar fee. I want the 200 back, I feel that they did not properly notify me of the fee or the purchase being made (only wanted to book one night) it was also overly complicated to cancel the inaccurate reservation. It felt like a scam

  Business Response

  Date: 09/12/2024

  We have refunded the full amount for room and tax as of 9/5/2024 and have refunded the service fee as of 9/12/2024

  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:09/11/2024

  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.

  My wife went through the top 10 hotels on line for the area.She found a hotel that she liked and went ahead on line and made the reservation. Somehow unwittingly she was redirected to a US website and made the reservation. I asked her to call and see if this was in CAD dollars as this hotel is in *******. She called the hotel in ******* and was told yes CAD dollars I looked at my **** on line and was charged $107.94(room) taxes and fees $38.33 subtotal $146.27 and ***** service fee. (all in US dollars)Upon discovering this I called Reservations.com and was told I can cancel but zero refund.My wife booked the room about September 5th and I called on September 10th/2024. The room was booked for one night for September 28th/2024.Most agencies allow a time period to cancel and get a refund. I thought given 18 days notice to cancel this would not be an issue. Wrong

  Business Response

  Date: 09/11/2024

  We have emailed the customer directly asking for confirmation if they wish to cancel the reservation for a full refund, or if they wish to keep the reservation with a refund for the difference in price.

  We ask that you respond to our email directly so that we may further assist you regarding this matter.

  Customer Answer

  Date: 09/12/2024

   
  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:09/09/2024

  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.

  We thought we were booking directly with the hotel but it was actually this company. We accidentally put the wrong date when booking (off by one week) and immediately noticed after paying and getting confirmation. We then called to switch the date and they said they couldnt and we should call the hotel. The hotel said they couldnt because it was booked by a third party but they did have availability. We then called again letting them know the hotel said they had availability on the date we wanted but couldnt change the date on their end. Reservationdesk said they couldnt change the date.i asked to talk to a supervisor and she said they would only say the same thing and didnt transfer me. We were even billed extra for 24 hour human support.some support.

  Business Response

  Date: 09/10/2024

  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: 09/15/2024

  We have emailed the customer a second time asking for additional information as we are unable to locate their reservation with the information provided through the Better Business Bureau. 

  Please respond to the email directly so that we may further assist.

• Initial Complaint

  Date:09/08/2024

  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 believed I was speaking with the hotel directly. When the grand total with taxes/fees was significantly higher I questioned and was not given a direct answer. Confirmation email was sent and reviewed. Realized I booked through a third party and immediately called to cancel. Reservations.com would not refund. Booked on sun the 8th for a stay on the 14th. This practice is appalling!! Reservation Number: R1570758318 Itinerary Number: ************* Check-in Date: Saturday, September 14, 2024 Check-out Date: Sunday, September 15, 2024

  Business Response

  Date: 09/09/2024

  We have gotten approval from the hotel to refund the customer. We have issued a refund for the room and tax as of 9/9/2024. A refund for the service fee has been issued as of 9/9/2024.

  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: 09/09/2024

   
  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:09/05/2024

  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 had a group rate for a hotel (************************************). I ended up on Resvervations.com. A site that looks like the hotels site ad booked the room at twice the rate I was supposed to get. I attempted to cancel with them within 15 mins of booking and explained. They won't refund the money.They purposely trick consumers into booking on the wrong site and refuse to refund. It's predatory.

  Business Response

  Date: 09/06/2024

  We have emailed the customer directly regarding a cancellation and refund. Please respond to the email directly so that we may further proceed regarding a cancellation and refund.

  Customer Answer

  Date: 09/07/2024

   
  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:09/04/2024

  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.

  The following data was forwarded to HILTON 09-01-2024.I have a booking complaint against the above named Inn. A reservation was made on 7-27-24 and was cancelled on 7-28-24 due to personal reasons. I was informed on 8-30-24 that a charge of $497.43 was on my Discover. From beginning to end only 17hrs 50minutes had passed from reservation to cancellation. I know $43.75 goes to reservations.com. I am requesting an immediate credit back to Discover in the amount of $453.68, I believe I'm within my rights to request the return of funds, I don't believe in paying for something and getting no use. The reservation #is:R316477350. Please respond to the email address provided. I am in contact with Discover and reservations.com. Thanks for your help. If additional information is required please contact by phone or preferably. This is the information for the hotel: check-in 7-30-24, check out 8-01-24. Itinerary #***-11326320.****** is conducting an investigation over the coming days. Numerous times I have emailed reservations.com requesting a refund but all I receive is a run-around. All I want is repayment of $453.68 to my Discover credit card.

  Business Response

  Date: 09/05/2024

  The hotel has marked the reservation as a "No-Show"  and has charged 1 night room and tax.

  Reservations.com is offering a refund for the remaining amount including the service fee via Check or PayPal. 

  We have emailed the customer directly regarding this information. Please respond to the email with the requested information so that we are able to further proceed with a refund for the remaining amount. Please note, this will be a refund on behalf of Reservations.com and not the hotel..

  Customer Answer

  Date: 09/05/2024

   
  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:09/03/2024

  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.

  Unfortunately, not aware of the ridiculous scam. I booked Holiday Inn, **********, ******** for September 27 28th and leaving on the 29th unfortunately due to some very serious circumstances Beyond control within two days I requested a cancellation and a refund I was told on her no circumstances will they refund my money upon reading the initial confirmation it does say that the $77 is nonrefundable. The rest should have been. I have made several attempts to get them to refund my money only to be told no I understand its a scam but this is becoming a financial burden on myself and my husband. I need that money back and I need help and obtain. Its not fair rebooked guaranteed right after I canceled. I have contacted the Holiday Inn and the rooms are not available for that weekend so I know its gone and I have been ripped off once again. Its a financial burden at this time due to the circumstances and hope I can get some help.

  Business Response

  Date: 09/04/2024

  All charges held by Reservations.com have been fully refunded as of 9/3/2024 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:09/03/2024

  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 made reservations through the website of *************** **********. Unknown to me at the time, it was a third party booking. I received an email regarding the booking. I reviewed the email and noticed the dates were correct but the month was wrong. The reservation was September ***** and should have been December *****. I contacted their number that was listed on their email and spoke with a person and told the I made a mistake on the month and if she could just change the reservation and was told I could not change nor get a refund. I then asked to speak with a supervisor and was told the same thing. I was very frustrated. This went on for a bit and I decided to tell them to cancel the reservation because I wasnt going to be there. I later received a call from ******** who took the information ans notes I was seeking a refund and said it is referred to billing and they would be in touch. I received notification from billing that my request was denied. I feel there was unfair business practices and that a simple transferring of my reservation from an incorrect month to the correct month would be a simple task without consequence (me forfeiting my money). Notification from me was August 27, 2024, plenty of time to fix the mistake. I contacted ****** and they could not do anything without reservations.com contacting them. I reported this to reservations.com and notified them I was reporting this incident to BBB and to Hilton. I made the correct reservation with ****** directly. I told ****** they need to be aware of the third party reservations.com and their practices.

  Business Response

  Date: 09/03/2024

  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 notified the customer via email as of 8/30/2024. 

  We have marked this case "closed"

  Customer Answer

  Date: 09/03/2024

  The business has fully refunded my monies

  Customer Answer

  Date: 09/03/2024

  I am satisfied with the outcome and accept full refund

  Customer Answer

  Date: 10/02/2024

  The business has fully refunded my monies

• Initial Complaint

  Date:08/30/2024

  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 thought I was reserving on the ****************************** in ***********. It turns out that it was reservations.com. I believe that I was phished. On or about March 9, 2024, I booked a 4 night reservation at a cost of $2079.68. The reservation was from 9/10/2024 to 9/14/2024. I recently broke my heel bone and cannot travel. I called the hotel on 8/27/24 to cancel and was told that the entity that made the reservation had to cancel. I called reservations.com on the same date and was told that the reservation was not able to be cancelled. They told me that I could transfer it to another party. I made those arrangements to give to my sister. I was told that the change was made. My sister called the hotel and was told that the change was not made. I called reservations.com and was told that they would send me paperwork ( which turned out to be a piece of paper saying that the reservation was changed). I called the hotel and was told that reservations.com had to contact the hotel to make the change, that a piece of paper was not sufficient. Reservations.com will not call the hotel. My sister is now not going to go because of the mess. I have now paid $2079.68 that I am out because they refuse to call. Can you help me get a refund? Thank you.. *********************

  Business Response

  Date: 08/30/2024

  We have emailed the customer directly regarding a cancellation and refund.

  Please respond to the email directly so that we may further assist you regarding this matter.

  Customer Answer

  Date: 08/30/2024

   
  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:08/30/2024

  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.

  My family booked a hotel through reservations.com. The booking was for around $260. The booking date was on August 27, 2024. The reservation date was August 30, 2024. The correct reservation date should have been August 29, 2024.Arrived at the hotel on the believed date of reservation to discover a small mistake was made and the reservation was made 1 day off (we arrived 1 day early). The hotel and myself attempted to contact reservations.com.The hotel was willing and able to change the reservation without issue. We were unable to get the issue resolved. They booked me into the room at a LOWER RATE than what was made through reservations.com.Finally was able to discuss the issue with reservations.com who refused to change, modify, cancel, credit or refund any part of the booking fee.This is unfair business practices and completely ridiculous.. This was a small mistake that the hotel was fine with tried to make amends. My family spent over $500 for a 8 hour hotel stay for an early AM flight. This doesn't make sense.

  Business Response

  Date: 09/02/2024

  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 directly with this information.

  We have marked this case "closed"

  Customer Answer

  Date: 09/12/2024

   
  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,
  
  *********************