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Business Profile

Hotel Reservation

Reservations.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

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

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    Customer Complaints Summary

    • 579 total complaints in the last 3 years.
    • 190 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/26/2024

      Type:Product Issues
      Status:
      Resolved
      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:
      Resolved
      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,

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

    • Initial Complaint

      Date:07/20/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Canceled a reservation on July 11th, received a confirmation email same day. July 12th they proceeded to charge my cc.Contacted them on July 12, was told by ***** it would be refunded within 2 days. It's been 10 days now. I have called every day, each day is a different excuse. Today they said the refund amount was incorrect, it was being addressed and would be corrected in 10 business days, that was from ****. I have searched and can not find a contact number for anyone it the company with the authority to actually make something happen

      Business Response

      Date: 07/22/2024

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

      Customer Answer

      Date: 07/22/2024

      The reservation was under ***************************, the itinerary was *******, My card was used for the booking as well as my email ******************

      Customer Answer

      Date: 07/22/2024

      This is the email dated the 11th authorizing full refund. Before my card was charged on the 12th

      Business Response

      Date: 07/22/2024

      The customer booked their reservation through HotelPlanner and not Reservations.com

      At this time, Reservations.com does not have the ability to further assist the customer regarding this matter due to privacy reasons between the customer and HotelPlanner. 

      We have emailed the customer directly with the information to HotelPlanner as they will be the point of contact regarding further assistance.

      We have marked this case "closed"

      Customer Answer

      Date: 08/27/2024


      The reservation was under ***************************, the itinerary was *******, My card was used for the booking as well as my email ******************

      This is the email dated the 11th authorizing full refund. Before my card was charged on the 12th

      Business Response

      Date: 08/27/2024

      The customer booked their reservation through HotelPlanner and not Reservations.com

      At this time, Reservations.com does not have the ability to further assist the customer regarding this matter due to privacy reasons between the customer and HotelPlanner. 

      We have emailed the customer directly with the information to HotelPlanner as they will be the point of contact regarding further assistance.

      We have marked this case "closed"

    • Initial Complaint

      Date:07/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 A COMPLETE SCAM I went to the hotel website to make a reservation. When I had to cancel I called the number and it is for someone called reservations.com. They are refusing to issue a refund. They say I purchased a nonrefundable room. It is lying to pretend to look like the hotels website! I have two children in sports. I do not make nonrefundable reservations. This is a scam.

      Business Response

      Date: 07/18/2024

      The hotel has denied our request for a refund and will stand by the cancellation policy that was agreed upon during the time of booking. 

      Reservations.com has offered the customer a refund in the full amount including the service fee via PayPal or Check. Please note, this will be a refund on behalf of Reservations.com and not the hotel.

      Please respond to the email directly so that we may proceed with a refund.

    • Initial Complaint

      Date:07/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 charge a 289 dollar service fee for using the website that they marketed as taxes for the hotel. Infact, the charge was just a service fee for using their site and they refused to refund my reservation or the fee. When I called to complain they would not give me a name or an address I could contact someone about and kept saying someone would contact me but did not.

      Business Response

      Date: 07/17/2024

      The customer has booked her reservation through HotelPlanner and not Reservations.com

      Please note, Reservations.com is unable to further assist you regarding your reservation due to privacy reasons concerning you and HotelPlanner. We have emailed the customer with the contact information to HotelPlanner for further assistance regarding this matter.

      We have marked this case "closed"

    • Initial Complaint

      Date:07/14/2024

      Type:Product Issues
      Status:
      Resolved
      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 searched via ******* the Hotel Best Western ***************************** to book a room. The site that came up was reservations.com which I didnt realize. I believe reservations.com intentionally mimics the hotel site so the user thinks they are booking with the hotel directly. In other words they are scamming the consumer into thinking the site is the hotel website. I found a room, booked it (knowing that Best Western allows cancellations with full refund up to 24 hours in advance of the reservation date.). A confirmation email was sent by reservations.com and in this email they said the reservation fee of $240.00 ( the room was $180.00) was non refundable. This is the email that reservations.com refers to now when I cancelled the room and requested a full refund. This email was sent AFTER they took my payment. On the site, I do not recall any red flags about booking a room that was not refundable. Had I seen a statement regarding a non refundable payment, I would not have booked the room. One week before the reservation date I called to cancel. Reservations.com will cancel but will not refund my payment. I have been scammed. The site looked like the best western site, complete with photos of the exterior of the hotel. I recognized the photo because Ive stayed there before. I have tried to have my money refunded and so far they are stalling by forwarding my request to the billing ***** They say it will take up to 10 business days to receive a response. The email they sent me explained that my complaint and request for refund has been forwarded but the outcome does not guarantee a refund. My concern is that they will not refund my money and they will wait until AFTER the reservation date of July 20 and will then say its too late.

      Business Response

      Date: 07/15/2024

      The hotel has denied our request for a refund and will stand by the cancellation policy that was agreed upon during the time of booking.

      Reservations.com has offered the customer a full refund including the service fee via PayPal as we only  have the option to refund in CAD through PayPal. Please respond to the email directly so that we may further assist you regarding a refund. Please note, this will be a refund on behalf of Reservations.com and not the hotel.

      Customer Answer

      Date: 07/15/2024

       
      Complaint: 21988243

      I am rejecting this response because: although reservations.com has agreed to refund the money,  they suggest the refund cannot be made to my credit card directly and that they require my PayPal account email address.  

      They processed the original payment directly to my credit card.  It makes no sense that they cant reverse the charge to my credit card.   I am happy to hear that a refund is eminent.  

      Sincerely,

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

      Customer Answer

      Date: 07/15/2024

      Hi there,  I rejected the response from reservations.com because They said they could only refund the money via PayPal.  I will accept the offer if the refund via PayPal ends with a credit to my credit card via PayPal. 
      my PayPal email address is:  *********************************** 

      Business Response

      Date: 07/18/2024

      We have received the customer's response and have provided this information to our billing team for further processing. We will notify the customer immediately once this has been issued.

      Business Response

      Date: 07/22/2024

      The customer has been issued a full refund via PayPal as of 7/22/2024. We have emailed the customer directly regarding this information.

      We have marked this case "closed"

      Customer Answer

      Date: 07/23/2024

       
      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:07/13/2024

      Type:Order Issues
      Status:
      Answered
      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 room at hotel which was done through reservations.com indicating that I was able to cancel within 30 days . The reservation is for 8/31 and I called on 7/13 to cancel. They cancelled and charged me 30 percent fee for cancellation which was a charge of 75 dollars. This was not part of the agreement although they now state it is. I asked to speak with a manger which they said was not available. They stated that someone would call back. At this point I gave 45 days notice and they hijacked a 30 % fee. This is unbelievable as no contract was signed and they originally told me they were the hotel and there was a cancellation policy otherwise I would never have booked. This is deceptive as they act like the hotel itself and gave incorrect information verbally. Now they tell me there is a 30 percent cancellation which I never signed on for. It is there word against mine and i am hijacked because they have my credit card. Very deceptive and consumers should beware of these type of practices. Once they have your card they implement policies never contracted for. Nothing was conveyed to me but they confirmed verbally of the 30 day cancellation policy.

      Customer Answer

      Date: 07/14/2024

      The phone number for this booking is ************* they call themselves reservations and lodging support. 

      Business Response

      Date: 07/14/2024

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

    • Initial Complaint

      Date:07/05/2024

      Type:Product Issues
      Status:
      Answered
      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 local hotel through reservations as it was the site that popped up with some good deals, when booking the website never refreshed after clicking purchase/confirm on my room. I tried 2 times before finally getting a web confirmation. When I checked in that day I realized I had been charged 3 times for the exact same booking and room. I was told to contact reservations.com to have it refunded. After a week I was told the room is non refundable despite contacting them the same day to report the technical issues I was having.

      Business Response

      Date: 07/08/2024

      The hotel has advised that they have charged for the reservation.

      At this time, we have offered the customer a refund via check. We have emailed the customer directly. Please respond to the email directly so that we may proceed with your refund.

    • Initial Complaint

      Date:07/04/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Online this business offered refundable and nonrefundable reservation choices. Because the reservation was for October I chose refundable,. When the confirmation email was received,. it was nonrefundable. I was unable to get them to change the dates or refund my money unless I made a second reservation and then disputed the first. This is an underhanded business and is falsely advertising

      Business Response

      Date: 07/05/2024

      Please note, Once a reservation has been confirmed, Reservations.com does not have the ability to modify dates.

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

      Customer Answer

      Date: 07/05/2024

       
      Complaint: 21943688

      I am rejecting this response because: they are still not offering a refund and their online form is still deceptive.

      Sincerely,

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

      Business Response

      Date: 07/05/2024

      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"

      Business Response

      Date: 07/18/2024

      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: 07/23/2024

       
      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:07/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 reservations.com regarding booking hotel accommodations. They made it out for me to believe I was calling the hotel directly in which I was calling a third party.I booked a two night stay at a hotel and was quoted ****** Canadian per night, all taxes and fees included in Canadian funds x2 which would total ******. The room booked was to be a gulf facing view. After all was booked, he asked for my credit card #. I stated that this was not the card I would be using and he confirmed it was only to hold the reservation and I would not be charged until my arrival. I again asked him the same question making sure my card would not be charged until arrival, he again confirmed. As soon as I got off the phone I immediately checked my online credit card statement and my card had been charged in full for almost $1000.00 more than originally quoted. This was my company credit card and I am restricted to use it for personal use!! Try explaining that to your boss. As it turned out, my room faced another condo, no water view at all. When we arrived at the hotel, the hotel manager stated she's dealt with this issue several times in the past and they way over charged what the hotel rates were.I have tried contacting this company through countless phone calls and emails, they tell me the case is closed, no resolution whatsoever. They've stolen and lied to me!

      Business Response

      Date: 07/03/2024

      We have reviewed the screen shot provided by the customer through the **********************, and have confirmed that the customer has booked their reservation with Reservation Counter and not Reservations.com. Please note, this is another booking agency, and we do not have the ability to further assist the customer at this time. 

      We have emailed the customer with the contact information for Reservation Counter so that they may reach them regarding this matter. Please note, Reservations.com is unable to further assist regarding this matter due to securities reasons between Reservation Counter and the Customer.

      We kindly ask to close this case as this is the incorrect booking agency the customer is trying to contact.

      We have marked this case "closed"

    Reservations.com is NOT a BBB Accredited Business.

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