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:08/29/2024

  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.

  I was driving cross country on Fri night, Aug 2nd & needed a hotel for the night. I booked online and dont even know how I ended up on reservations.com. I thought I booked it at a Quality ************* Reservation # R1899714023, Itineiary # ***-11361162. As I was driving, I realized right away that I had passed this hotel location many miles behind. I called immediatly the quality ************ and informed them of the mistake and asked if it could be cancelled, they said no problem. I also called the reservations.com number @ ************** and explained the mistake, They told me they could not refund my money or cancel this reservation. I ended up getting a different hotel that night and am being charged the ****** for not staying there. This reservations.com is very deceptive and I feel I was ripped off & they just take the money

  Business Response

  Date: 08/30/2024

  We have contacted the hotel directly and confirmed that the reservation had been cancelled, however the hotel has denied a refund and stand by the cancellation policy that was agreed upon during the time of booking.

  Reservations.com has offered a full refund onto the customer via Check or ****** to the customer. We have emailed the customer directly regarding this information. We kindly ask to respond to the email directly with the requested information so that we may further proceed with a refund.

  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. I have replied to them and have agreed to receive my refund thru Pay Pal & have given them my e-mail address associated with my ****** account. We will see how long it takes them to refund the full amt.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/30/2024

  The customer has been refunded via ****** as of 8/30/2024.

  At this time, All charges have been fully refunded and the customer has been notified via email.

  We have marked this case "closed"

• Initial Complaint

  Date:08/29/2024

  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 booked the reservation at the *************** in **********, ** from 5-7 Sept to attend the Quadrennial VA Women Veteran's Summit and I was not approved the time off to attend the summit and needed to cancel. I spoke to ****** on 29 Aug 2024 around 0710 and was told that the reservation is non-refundable.As a Veteran with 40 years of service in the ***************** to this country this is unacceptable as the cancellation request is greater than 48 hours. This organization (Reservation.com) is not all user friendly!!!!

  Business Response

  Date: 08/29/2024

  We have contacted the hotel, and spoke to ******* at the hotel who has confirmed that the reservation was cancelled with a penalty as the hotel will stand by the cancellation policy that was agreed upon during the time of booking.

  As a courtesy, Reservations.com has offered a refund to the customer via check or ******* We have emailed the customer directly regarding this information. We ask to respond to the email directly so that we may further assist regarding a refund.

  Customer Answer

  Date: 09/01/2024

   
  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:08/24/2024

  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 attempted to book a room on reservations.com. After entering the credit card information the screen would not proceed. I tried this four times and then called to make the reservation to find out all four attempts had gone through and made reservations. There was no way for me to know this while on the website. I requested that three of the reservations be cancelled. I was told one was cancelled and the other two needed to be requested from hotel on their end. I argued on this point but to no avail. Three days later told I cant get refunded. Their website is flawed and this issues was caused by the broken website. It is clear that within five minutes I booked the same room four times. I am now out $800 because of their website issue and they wont help me saying the hotel wont accept the cancellation. This has nothing to do with the hotel. It has everything to do with their website malfunctioning. The hotel chain ************* couldnt help as well which was also disappointing. ***** also stated they can issue credit but most likely will be charged back. No one understands this was a website issue. I have tried all avenues will no help. So its time for Reservations.com to step up and do right by me.

  Business Response

  Date: 09/03/2024

  The customer has been refunded the full amount for the 3 reservations that were unused. Please note we have refunded the service fee for all 4 reservations as of 8/26/2024.

  We have sent 3 separate emails to the customer regarding a full refund, and have emailed the customer of the utilized reservation informing that we have refunded the service fee only. 

  All refunds 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"

• Initial Complaint

  Date:08/22/2024

  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 6/21/2024 I made a hotel reservation thru this company at the ***********-***************, ********. Original reservation was for 10 nights, but due to horrific noises in hotel (fighting, screaming) I asked to be moved to a different room but none were available. After 5 nights, I moved to another hotel for my mental health. Reservations.com refused to refund any part of the remaining 5 nights claiming a unique policy. The amount is roughly $500 and seems criminal they can arbitrarily refuse a refund for a valid early cancellation.

  Business Response

  Date: 08/26/2024

  Hotel has denied a refund for the nights that were unused. 

  Reservations.com has offered the customer a refund via Check or ****** for the unused nights. Please note, this will be a refund on behalf of Reservations.com and not the hotel.

  We have emailed the customer directly regarding a refund. Please respond to the email directly so that we may further assist you with a refund for the unused nights.

  Customer Answer

  Date: 08/27/2024

   
  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:08/19/2024

  Type:Sales and Advertising 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 reservation through their website and the hotel did not honor the reservation. I had to book another reservation at the hotel. Was charged twice for a hotel room. I reached out to reservations.com, after going back and forth three times with customer service, they said they would refund my financial institution, and have not. Now they will not return my emails.

  Business Response

  Date: 08/26/2024

  We have processed on a refund on our end for the room and taxes as of 8/5/2024,  and a refund for the Service Fee as of 8/26/2024.

  We have confirmed that neither refunds can be processed to the customer's bank as the customer has initiated a Customer-Initiated Dispute/Chargeback with their bank. With this information, we have advised the customer to contact their bank directly regarding processing and resolution time as all further communication will be with the customer's bank. 

  We have informed that all customer-initiated disputes/chargebacks can take up to ***** days depending on the resolutions between financial institutions. 

  At this time, All charges held by Reservations.com have been fully refunded on our end, and all processing to the customer's bank will be processed on the end of the customer's financial institution. 

  We have marked this case "closed"

  Customer Answer

  Date: 08/26/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:08/19/2024

  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 made a reservation with reservations.com on 7/19/24. We were unable to stay at the hotel due to deplorable conditions. I immediately called them and they said I would receive a refund. I received an email after multiple email follow *** regarding my refund that stated I would receive a refund within 10 days. I called again today and they said I would receive a refund and a confirmation email within 15 minutes. I never received the email.

  Business Response

  Date: 08/19/2024

  The reservation number provided by this guest (H8912044) was not made using Reservations.com services.  The copy of the confirmation provided by the guest is from another company.  We would recommend that the guest contact the company used to make this booking as they will not release any details to us about it.  We went online to find a phone number to assist this guest.  The number to call is **************.  We would like to request that this inquiry be removed immediately since the reservation was not made using our services.  

• Initial Complaint

  Date:08/18/2024

  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.

  On August 17, 2024 , I googled IHG **************** in *******, ** to make reservations for Aug *****, 2024. When I clicked on the call icon it called Reservationdesk.com. I was led to believe I was speaking to the reservation desk of Candlewood suites because they say reservation desk. There was no rooms available so the agent said they had a hotel next to ********** suites and booked me at ***************** which about 2 minutes away. At that time I thought I was speaking to an IHG agent because she said they had another hotel next to **********, thinking IHG had one. So I booked a room at *****************. When I got the email for my confirmation i realized it wasnt the actual hotel with whom I was communicating. So I cancelled by clicking a link in the confirmation email and got another confirmation email of my cancellation but the charges was still there. I called and talked a reservationdesk.com agent and asked for a refund but was told there was no refund. So I then asked to disregard the cancellation and keep the room, but was told I couldnt and that I basically lost the $366.74 and would have to pay another $366.74 to book a room. This is robbery and I would like to file a complaint - I have been robbed of $366.74. How can a business keep your money without providing full services. If I cancel and their is no refund, then I should at least get the room back.

  Business Response

  Date: 08/18/2024

  We have reviewed this information, and have concluded that the customer has booked their reservation with ReservationDesk.com and not Reservations.com. We have emailed the customer directly with the contact information to ReservationDesk.com. Please note, we do not have the ability to further assist the customer due to privacy reasons between ReservationDesk.com and the customer.
  
  
  We have marked this case closed
  
  

• Initial Complaint

  Date:08/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $537 for a 2 night late August ***** reservation on June 25 2024. I was told on August 13 that it did not exist. My bank statement shows that the $537 was taken on June 25th. I had to pay for another one for late August, today, August 13th. I would like my money back for the first ***** reservation that I paid for but was told it did *not* exist.

  Business Response

  Date: 08/13/2024

  We have confirmed that the reservation is currenting standing active with the hotel. We have provided the customer with a confirmation number. We have emailed the customer directly regarding this information.

  To assist the customer with a refund, we have emailed the customer asking for their explicit permission to cancel so that we may further assist regarding a refund. Please respond to the email directly so that we may further assist.

  Business Response

  Date: 08/13/2024

  We were able to cancel the reservation and refund the customer the service fee.

  All charges held by Reservations.com have been fully refunded 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 contacting your financial institution with questions regarding processing and follow up.

  We have marked this case "closed"

• Initial Complaint

  Date:08/08/2024

  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.

  Booked a room for part business, part leisure through ********** at *********, ****'s website. Was not informed of 3rd party booking site. Did not receive appropriate confirmation showing details of room rate, taxes, etc. Arrived at hotel and was not notified that the "resort" was shut down and under renovation. Stayed anyway, no choice. Had to leave early abiding by hotel cancellation policy due to two deaths in close family. Was notified at check out that I could not get a receipt because of 3rd party booking sight. Terrible hotel. Front desk clerk in a guest room sleeping and had to call twice to wake her up. Front lobby door not locked through the night. No refund for cancelled nights. Would like full refund of money spent because booking through 3rd party violates travel policy and I could not get reimbursed from employer. $1690.52, including booking fee.

  Business Response

  Date: 08/09/2024

  We have confirmed with the ************ Manager Appio, that the reservation had been successfully checked in the date of check in, and no additional notes regarding the quality nor issues were noted in their system. The reservation was booked as a "Non-Refundable" reservations and the hotel has confirmed that they will stand by the cancellation policy that was agreed upon during the time of booking. We do note that the reservation has been booked online, and all information pertaining to Reservations.com have been fully expressed during the time of booking.

  As a courtesy, Reservation will offer a refund for the 4 unused nights as a gesture of goodwill via Check or ******* We have written to the customer directly regarding this matter. We ask to respond to the email directly with the requested information so that we may issue a refund for the unused nights. 

  Customer Answer

  Date: 08/11/2024

   
  Complaint: 22115267
  
  I am rejecting this response because:

  I did contact the hotel and complained when I returned home and after the two funerals that I came home early for. Everyone was nice except that last person who didn't want to  wake up from a guest room or wherever she was. Had to call twice to wake her up and her response was just leave key on counter. Then she wouldn't give me a receipt. I have confirmation that hotel received my complaint.  

  I expect a full refund.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/11/2024

  The customer is asking for a full refund, however we have confirmed with the hotel manager that there were no notes regarding the check in process, and no additional notes regarding the quality of stay during the customer's time of use.

  We have offered a partial refund for the nights unused as a courtesy to the customer on behalf of **********************. Please note that the reservation was booked online with all information provided on our website. With this information, the hotel is standing by the "Non-Refundable" policy that was confirmed during the time of booking. 

  With this information, Reservations.com nor the hotel have the ability to issue a full refund as the reservation was booked as "non-refundable" and the customer was able to check in and utilize their booking. Again, Reservations.com will be issuing a refund for the unused nights as a courtesy to the customer. 

  We have emailed the customer directly regarding additional information so that we may issue a refund for the unused nights only. Please note, without the requested information, we do not have the ability to further proceed with a refund.

  Business Response

  Date: 08/12/2024

  The customer is asking for a full refund, however we have confirmed with the hotel manager that there were no notes regarding the check in process, and no additional notes regarding the quality of stay during the customer's time of use.

  We have offered a partial refund for the nights unused as a courtesy to the customer on behalf of **********************. Please note that the reservation was booked online with all information provided on our website. With this information, the hotel is standing by the "Non-Refundable" policy that was confirmed during the time of booking. 

  With this information, Reservations.com nor the hotel have the ability to issue a full refund as the reservation was booked as "non-refundable" and the customer was able to check in and utilize their booking. Again, Reservations.com will be issuing a refund for the unused nights as a courtesy to the customer. 

  We have emailed the customer directly regarding additional information so that we may issue a refund for the unused nights only. Please note, without the requested information, we do not have the ability to further proceed with a refund.

• Initial Complaint

  Date:08/06/2024

  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.

  During the aftermath of Hurricane *****, I booked a local hotel in *******, ** on Reservations.com on 7/10/24 for 7/10/24 - 7/12/24 for my Dad and brother. We had limited accommodations in the area due to the storm. I booked the reservation without incident. My Dad and brother arrive at the hotel for which the reservation was made - Home2Suites by ****** in the **********************, ***************************** - ************ - to be denied use of the reservation. The attendant, ****, requested the reservation number. I gave the number. **** refused to accept the reservation stating the hotel does not recognize this reservation number and, due to the storm, was not accepting reservations at this time only walk-ins for a 1-day stay. I called back and forth to Reservations.com to notify them the issue. They kept contacting a liaison **** who informed them that there were rooms available. We assured the customer service representative at ********************** that the reservation was unable to be used due to the information given by the hotel. We gave them the reservation number (255-11226679), and an alternate number (R517143614) given by Reservations.com both unrecognized and refused by the hotel attendant. I was also told by the hotel attendant that **** did not work for the hotel and no one worked there by that name. Once it was confirmed that the reservation was unable to be used, I called for an immediate refund. I spoke with *** at Reservations.com on 7/10/24 @ 8:38p to request and immediate refund. I wast told the refund with would take 7-10 days. I was contacted via email by Rovi in Customer Support on 7/10/24 at ****** stating I "would not be issued a refund because the hotel is not fully booked and hotels are willing to accommodate [you]" which was untrue. I spent $435.70 for a reservation I could not use.

  Business Response

  Date: 08/07/2024

  We have offered the customer a refund for the full amount via ****** or Check. We have received the customer's information regarding a refund. We have provided this information to our billing team for further processing. Once a refund has been processed to the customer, we will notify her immediately as well as notify the Better Business Bureau. 

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22104246
  
  I am rejecting this response because:I was told I would receive an immediate refund via ******* I gave my ****** address as requested.

  I have not received an acknowledgement of receiving my email with my ****** information nor have I received the refund that was promised.

  The company has stopped responding to my emails without resolution.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/13/2024

  We have offered the customer a refund for the full amount via ****** or Check. We have received the customer's information regarding a refund. We have provided this information to our billing team for further processing. Once a refund has been processed to the customer, we will notify her immediately as well as notify the Better Business Bureau

  Business Response

  Date: 08/15/2024

  We have successfully refunded the charges in the full amount, including the service fee. 

  All charges held by Reservations.com have been fully refunded, and the customer has been notified via email. 

  We have marked this case "Closed"