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:06/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I unknowingly booked a hotel reservation on this third-party website, Reservations.com.It was the very first thing that popped up after I entered **************************** in the ****** search engine. It looked like the hotel website and listed the following link: *********************, with an "H as its logo.Reservations.com presents itself as a legitimate hotel website that confuses and deceives individuals. I thought I had made a reservation with the Hyatt Regency ************** at the Arch. However, when I arrived at the hotel, I asked to add another night, and the hotel representative told me they would have to process a separate reservation because my 5-night stay was booked through a third-party reservation company (listed as Expedia). I was confused, so I showed the representative my email confirmation, and they pointed out to me that the email was from Reservations.com and not the Hyatt Regency's reservations. Additionally, I was told that the company overcharged us for the nightly room rate (5 nights @ $1410), which comes out to approximately $282 a night) plus taxes and fees of$438.65 and a service fee of $****** for a total of $2010.80. Hyatt Regency only charged me $153.90 (+taxes and fees = $219.29) for the one additional night. After coming home and researching the company, I saw dozens of similar complaints. This company is presented as a legitimate hotel website rather than a third-party one.I want the BBB to intervene and assist me in receiving a refund of $914.35, the difference between what I paid Reservations.com and the Hyatt Regency's nightly rate (including taxes/fees).Calculation: $1848.65 - $1096.45 = $752.20 + ****** = $914.35 Hyatt Regency Room total for one night $219.29 ($153.90+taxes/fees) including taxes/fees (5 nights would have been $1096.45)Date of transaction: April 22, 2024 Total Amount paid: $2010.80 Reservation # R1527945591

  Business Response

  Date: 06/27/2024

  We have emailed the customer directly for additional information regarding the hotel rates. We ask to respond to the email directly with the necessary information so that we may further investigate this matter. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21908728
  
  I am rejecting this response because:

  I have attached a copy of the one-night stay. The company deceived me into thinking that I
  was booking with the Hyatt Regency St ************ Arch. It is apparent by all of the
  complaints that this company is presenting itself as major hotels under ****** search and
  deceiving people knowingly. I deserve to be refunded for the difference in rates and the
  service fee by this company.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/28/2024

  We do do express that room rates fluctuate frequently, and rates may differ from the hotel's due to availability.

  We have offered the customer a refund for the requested amount via check. We have emailed the customer directly regarding this matter. Please respond to the email directly so that we may further assist.

  Business Response

  Date: 07/03/2024

  We do do express that room rates fluctuate frequently, and rates may differ from the hotel's due to availability.

  We have offered the customer a refund for the requested amount via check. We have emailed the customer directly regarding this matter. Please respond to the email directly so that we may further assist.

• Initial Complaint

  Date:06/26/2024

  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.

  Trying to book a hotel in ******* ****. Was on the hotels main site (***********) and was looking at rooms. The room I was booking for 2 night was advertised at $242 a night. I finished my purchase and checked out and was billed over $900 with other fees, charges, insurances. Was upset and tried to cancel my room and get a refund in less than 12 hours after making the initial purchase. Was told I am only getting half my money back and nothing else. Very disappointed that a hotel would have third party bookers on their sites selling their rooms and then double the price of the room at time of checkout. Wanting a full refund for the amount of run around and time wasted to try to get an answer from anybody in regards to the matter.

  Business Response

  Date: 06/26/2024

  We have reviewed the information provided through the Better Business Bureau, and have confirmed that the reservation was booked with HotelPlanner and not Reservations.com

  At this time, we advise that the customer contact HotelPlanner for further assistance as they will be the point of contact regarding this matter. Please note, Reservations.com does not have the ability to assist with this reservation due to privacy reasons concerning the customer and HotelPlanner. 

  We have emailed the customer directly regarding this matter, and have provided the customer with the contact information to HotelPlanner.

  We have marked this case "closed"

• Initial Complaint

  Date:06/25/2024

  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.

  This website pretends to be the hotel. 15 minutes after getting scammed into boking i realized my error. I called immediately when I received the confirmation to cancel and ask for a refund. I have been making daily calls and sending emails. I have been told by MANY different employees that a refund would be issued full. But every time a call I have to start over and the escalation team will be refunding the money in full and will be sending me confirmation. To date this has not happened and no refund was credited back to our account.This company is severely fraudulent. How do you get away with changing your URL to look like the actual hotel? You should be ashamed of yourselves lieing on prices. The cost was $400 higher than the hotel and now you are not refunding timely but took our money.in a few minutes.

  Business Response

  Date: 06/26/2024

  We are unable to locate the reservation with the provided information.

  We have emailed the customer directly regarding additional information so that we may further assist.

  Business Response

  Date: 06/26/2024

  We have reviewed the information provided through the Better Business Bureau, and have confirmed that the reservation was booked with HotelPlanner and not Reservations.com

  At this time, we advise that the customer contact HotelPlanner for further assistance as they will be the point of contact regarding this matter. Please note, Reservations.com does not have the ability to assist with this reservation due to privacy reasons concerning the customer and HotelPlanner. 

  We have emailed the customer directly regarding this matter, and have provided the customer with the contact information to HotelPlanner.

  
  We have marked this case "closed"

• Initial Complaint

  Date:06/25/2024

  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.

  On 6/14/2024 I was trying to cancel a reservation that I made the day prior. When I went online to cancel the reservation, I followed the prompts that asked for my information. I then after verifying the information and that it was correct, I clicked on email reservation, it then sent me an email confirming my reservation that I saw come through. I was trying to cancel so I ended up calling to cancel my reservation. I was able to cancel in time for a refund. When checking my bank statements, I realized I had been charged twice. When emailing the support team they said they had two reservations for me. I then realized the email saying I confirmed my reservation when I was trying to cancel my initial reservation was for a NEW reservation. There was nothing on the site that led me to believe I would be charged again just for verifying my original reservation. They are now telling me there is nothing they can do, even though it was an erroneous reservation made by me attempting to cancel a reservation. I got an email on 6/13 about the original reservation and 6/14 right before I cancelled my original reservation. I did not check the reservation numbers, as it did not make sense to me that it would be another reservation created.

  Business Response

  Date: 06/26/2024

  We have confirmed that a refund for the Itinerary #***-11032028 was unable to be processed as of 6/15/2024 due to a technical error on our end. We have confirmed with our billing team that a full refund including the service fee has been issued as of 6/26/2024. All refunds can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution.

  We have confirmed with the hotel that Itinerary #***-11032036 was fully charged by the hotel, and they will stand by the cancellation. As a courtesy for the inconvenience the customer has experienced, we have offered a full refund to the customer via PayPal or Check on behalf of **********************. 

  We have emailed the customer directly regarding this information and are currently awaiting the customer's reply. 

  Customer Answer

  Date: 06/26/2024

   
  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:06/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel in ********** *******. The amount quoted was much lower than the $756.62 charged to my MasterCard as it was in US funds. This was not disclosed. Also was told I could cancel up to the date of arrival with a full refund. I cancelled June 8 for my trip June 11 and have not received my money back. Have called several times and told I will receive money but have not. Also the money was not supposed to be taken from my account until the day of my arrival June 11. It was taken days before. I am a senior on limited budget and cannot afford to lose this money.

  Business Response

  Date: 06/21/2024

  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: 06/23/2024

   
  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:06/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to make a reservation using a room from a block of rooms which were reserved for our baseball team. When I called I explained this to the representative and she indicated that the room I was booking was for the baseball team and that the rate I was getting was the block rate (even though she initially said wedding block). At no time during the initial conversation was I informed that the room reservation was non-refundable. After I entered my credit card information and payment was processed, I was then informed that the room was non-refundable. When I informed her that had I known the room was non-re-fundable I would not have booked it and that I wanted to cancel it with a full refund. The call was dropped. When I immediately called back to speak with the customer service representative I was informed that the rate for the room was not the block room rate and that I had made a reservation for a normal room rate. I would appreciate it if you would rectify the situation by allowing me to cancel the current room and have a full refund. This may be an exception, but it appears to be highly suspect that the customer was not informed that the room was non-refundable or could be cancelled until after the payment was processed and I was lied to about the block rate.I have received numerous emails from the business saying they are looking in to it and received a phone call from the escalation department saying they were going to call the Hotel that day to request a refund and would call me back. To date I have not heard back and that was over a week ago. Checkin Date: June 21, 2024 Checkout June 23, 2024 ********************, ********** ****. Itinerary #H8536280

  Business Response

  Date: 06/16/2024

  We are unable to locate the reservation with the information provided by the customer.

  We have emailed the customer directly regarding additional information so that we are able to further assist.

  Business Response

  Date: 06/17/2024

  We have further investigated this matter and see that the itinerary provided by the customer is associated with the third party booking company HotelPlanner and not Reservations.com.

  We have emailed the customer directly with HotelPlanner's contact information for further assistance regarding this matter. Please note, that because this reservation has been booked with another third party company, Reservations.com is unable to assist due to security reasons. We advise contacting HotelPlanner for further assistance.

  We have marked this case "closed"

• Initial Complaint

  Date:06/12/2024

  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 inadvertently booked a hotel reservation on a 3rd party website, Reservations.com since it popped right up and was designed to look like the hotel website when I typed it in. Immediately upon receiving the confirmation it didn't look right and called the hotel to confirm. They told me it was a 3rd party, so I immediately called Reservations.com and cancelled my reservation. They accepted my cancellation but are refusing to refund me the $545.45 service fee. This was literally minutes within booking. I even had the hotel write an email to them, copying me, authorizing a refund for the full amount. They have refused to refund it. Booking date & cancellation date: 5/15/24 Reservation Number: R1917577268 Itinerary Number: ************* Check-in Date: Sunday, August 11, 2024 Check-out Date: Sunday, August 18, 2024

  Business Response

  Date: 06/13/2024

  We have refunded the service fee to the customer as of 6/13/2024

  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 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: 06/17/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/10/2024

  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.

  Received an email for conformation a reservation I did not make. When contacting the company to cancel.and close said fake account they would not do so without me providing my bank info. This is wrong, if my email is being used illegal then that company should close that account. End of story.

  Business Response

  Date: 06/10/2024

  We were able to successfully cancel the reservation per the customer's request. 

  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:06/07/2024

  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 woke up to a charge for reservations.com but I never went on the site or made a reservation. I called to let them know and the man pretended not to hear me only until I told him I was reaching out to my bank to report it as fraud . He then said "okay ma'am is there anything else" letting me know that he had in fact heard everything I was explaining with regards to the fraud but chose not to respond to it only by saying " how can I help you" back to my questions. He was snarky and very dismissive and completely careless about my situation

  Business Response

  Date: 06/09/2024

  We are unable to locate the reservation and charge for this booking. We have emailed the customer regarding additional information so that we may further assist.

  Business Response

  Date: 06/10/2024

  Our billing team has reviewed this and has released the pending charges back onto the customer's account. 
  
  Please allow up to 7-10 business days for this to be dropped from your account depending on your financial institution. Please note, this will be dropped from your account, and not refunded as the charges are "pending" at this time.
  With this information we advise contacting your financial institution with questions regarding processing and follow up for more information.

  We have marked this case "closed"

• Initial Complaint

  Date:06/03/2024

  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.

  We attempted to book the ************** in *******, ****** on June 2, 2024. Using google.ca, the first link that appeared was titled "Calgary Marriott Downtown". The link actually took us to reservations.com, but the page itself was made to appear as if you are booking directly with Marriott. The price at checkout made no indication that it was in USD despite it being a sponsored ad on Google.ca for a *************** We then recieved an email stating, for the first time, that the price was in USD. This was nearly $2000 more than the cost of booking with the hotel directly. The email also provided a "latest cancellation" date of May 29 (two days BEFORE the booking was even made). We called to cancel the booking within minutes of receiving the email. They gleefully asserted that the booking was non-refundeable. They also claimed that they are unable to cancel a pending transaction.We called the credit card company and they stated that reservations.com can, in fact, easily cancel a pending transaction upon request.Reservations.com also claimed that the funds had already been payed to Marriott and therefore, could not be refunded. However, we have confirmed with ******** on June 3, 2024 that they had not even processed the reservation and had not received any funds from Reservation.com. ******** also confirmed that any reservation can be cancelled 72 hours prior to check-in.Upon reviewing the website, there is fine print stating that the price is in USD, but the page uses an auto-scroll function that forces consumer away from the disclaimer towards a giant "reserve now" button. We have a screen recording of this.In short, this company uses misleading advertising (pretending to be the Hotel). It then hides that the purported cost is in USD v. CAD, despite the intended booking being made within ****** to a *************** There are hundreds of similar complaints online with respect to this company. Their conduct is deceptive, deliberate and predatory.

  Customer Answer

  Date: 06/06/2024

  This is the email that was sent by reservations.com On June 2, 2024, indicating that the price was in USD. It also had a cancellation date of May 29, 2024 (two days before the booking was even made). We called them to cancel the reservation within minutes of receiving the email. 

  Business Response

  Date: 06/09/2024

  We have confirmed that the hotel has approved a refund; However, our billing team has confirmed that we have received the chargeback from the customer's bank, therefore, we are unable to refund at this time.
  
  Once a Guest initiates the chargeback with their bank, we are unable to move forward with a refund. Please note, that chargeback/dispute process can take up to 60 to 90 days. 
  
  At this time, we recommend that the guest get updates directly from their bank.  If the guest can provide anything in writing from their bank showing a decision in the case, we review this once again. However, until this has been resolved between both financial institutions, we will have to wait for the guest-initiated dispute to finish before we can do anything else.
  

  We will have to mark this case "closed"

  Customer Answer

  Date: 06/09/2024

   
  Complaint: 21798363
  
  I am rejecting this response because:
  

  The hotel was notified of our intention to cancel immediately after the booking was made one week ago. We have asked for written confirmation that they would issue a refund numerous times, which they refused to provide. They only provided written notice that they would  "issue a refund" AFTER they were notified of our intention to dispute the charge with our credit card company. Otherwise, they likely would have stalled until the booking dates had passed and after the deadline to dispute the charges with the credit card company had passed.

  Sincerely,
  
  ***********************

  Business Response

  Date: 06/12/2024

  We have confirmed that the hotel has approved a refund; However, our billing team has confirmed that we have received the chargeback from the customer's bank, therefore, we are unable to refund at this time.
  
  Once a Guest initiates the chargeback with their bank, we are unable to move forward with a refund. Please note, that chargeback/dispute process can take up to 60 to 90 days. 
  
  At this time, we recommend that the guest get updates directly from their bank.  If the guest can provide anything in writing from their bank showing a decision in the case, we review this once again. However, until this has been resolved between both financial institutions, we will have to wait for the guest-initiated dispute to finish before we can do anything else.

  Again, because the customer has disputed the charges, we are unable to issue a refund as their financial institution will be their point of contact moving forward. Please note that we no longer have the ability issue a refund once the customer has initiated a dispute/chargeback with their bank. We advise contacting their bank for further information regarding processing and follow.

  
  We will have to mark this case "closed"

  Business Response

  Date: 06/18/2024

  We have confirmed with our accounting team and have been notified that a refund in the amount of $3608.60 USD as of 6/12/2024 has been processed regarding the itinerary of #*********. Please note we have refunded the service fee as of 6/18/2024 in the amount of $318.20 USD for the inconvenience the customer has experienced.
  
  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 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: 06/18/2024

   
  Complaint: 21798363
  
  I am rejecting this response because:

  We were recently sent an email from Reservations.com that they will be refunding our payment. 

  For the past 16 days, they have been denying the ability to issue a refund. Most recently they claimed that they could not issue a refund because we opened a dispute with our credit card company. They have been lying continuously, including in response to this BBB complaint. They have always been able to issue a refund, including after the credit card dispute was opened. Issuing a refund would have simply closed the dispute. 

  This is a predatory operation that uses deceptive advertising and hidden fees to lure unsuspecting travelers into overpaying for hotels. 

  They do not provide any special service for these additional fees. Rather, the only thing an unsuspecting customer recieves is oppressive and, in some cases illegal "terms and conditions" to try and deter customers from recovering their money.

  Dealing with this company over the past 3 weeks in order to get our money back has been stressful, frustrating and time-consuming. Had it been for a lower amount or had we been less informed about consumer rights, we may have simply given-up - which this company hopes its victims will do.

  They currently have over ****** sponsored advertisements for numerous hotels on ****** and many others will fall victim to this predatory operation unless they are stopped. 

  Sincerely,
  
  ***********************

  Business Response

  Date: 06/19/2024

  We have confirmed with our accounting team and have been notified that a refund in the amount of $3608.60 USD as of 6/12/2024 has been processed regarding the itinerary of #*********. Please note we have refunded the service fee as of 6/18/2024 in the amount of $318.20 USD for the inconvenience the customer has experienced.
  
  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 onto your account depending on your financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up. 

  Again, we advise that the customer to contact their financial institution with questions regarding processing and follow up at this time as Reservatinos.com holds no further amounts from the customer at this time.

  
  We have marked this case "closed"