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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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Reservations.com has 2 locations, listed below.

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    Customer Complaints Summary

    • 600 total complaints in the last 3 years.
    • 210 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:03/14/2024

      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.
      My browser pointed me to what appears to be some sort of fraudulent business. I thought I was making a hotel reservation on Hyatt's website, but for some reason it appears to have been a business called Reservation.com. I immediately realized something was wrong when ****** rejected adding the reservation to my calendar by notifying me that it was not a legitimate site. I immediately tried to cancel the transaction. The site would not let me do it, but provided a number to call.Upon calling them, I was told they can't cancel it, then they said they could try to cancel it, but would not refund my money. To which my response was "I'm calling you 2 mins into the transaction, which is still pending with my bank and if you are not providing me with my reservation, why will you not return my money". The rep then said they would escalate the issue and I would hear back in 5-10 business days. Within a couple of hours the business wrote back saying that they had informed the hotel to cancel, but could not refund my money.I called the hotel *************), in ******** **, and they told me they had received no reservation information for me and if they had, they could and definitely would cancel and return my money.In essence, the company "Reservation.com", did not make a booking for me as they claimed and have taken my money and will be selling the room to someone else in a scam scheme.Date of transaction: 3/13/2024 Amount paid to the business: $996.23 Business commitment: The business committed to booking a week long stay at *********************, ** Nature of Dispute: They have not provided it as evidenced by confirmation by hotel and have refused to return my money.Reservation Details Booking Status: CONFIRMED Reservation Number: R1592866512 Itinerary Number: ************* Check-in Date: Monday, April 22, 2024 Check-out Date: Friday, April 26, 2024

      Business Response

      Date: 03/14/2024

      All charges held by Reservations.com have been fully refunded at this time, and can take up to 7-10 business days 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:03/07/2024

      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 made a reservation and needed to cancell the reservation. the reservation was for ***** and it was a ****** cancelation.I amgetting no response from them

      Business Response

      Date: 03/14/2024

      Please be advised that Reservations.com has notified the customer regarding a cancellation as of 3/8/2024 and 3/14/2024. 

      The reservation has been cancelled and all charges held by Reservations.com have been fully refunded. Please note we have refunded the service fee as a courtesy for the inconvenience the customer has experienced as of 3/14/24. Please note all refunds 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:03/06/2024

      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.
      Reservation .com, provided ********************** Upon booking a room. I was provided with a confirmation of a Smoking Rm, which I did not apply for. When I contacted customer service, they wanted to charge me for another room to make the change. I notified them within 20 minutes of receiving their confirmation. BEWARE, OF RESERVATION.COM, THEY DO NOT PRACTICE WHAT THEY PREACH ABOUT CUSTOMER SERVICE, THERE IS NONE, RIP OFF. The online form does not provide choices for smoking or non-smoking. I did not wish to cancel my rm, only exchange for a non-smoking. ************* requires a review of the service provided to their customers.

      Business Response

      Date: 03/07/2024

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

      Customer Answer

      Date: 03/07/2024

       
      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:03/02/2024

      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.
      On February 14, 2024, I made a reservation on what I believed what the ********* website for the ****** location based on the name and logo on the website. Reservation number R107325880. I booked for 2 nights at what I believed was the *** rate as it was displayed at $125 per night. When I received a confirmation e-mail, it was from reservations.com and the charge was in USD which is a much higher cost to myself when converted. I was also charged an additional fee in USD that is not accounted for. I am extremely disappointed that this website is fraudulently passing for another.

      Business Response

      Date: 03/03/2024

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

      Business Response

      Date: 03/04/2024

      We have contacted the hotel and have been denied a refund as the reservation was fully utilized by the customer.

      We have offered the customer a refund for the difference via PayPal as we do not have the ability to issue a refund in CAD via check. 

      We have emailed the customer directly requesting information so that we may refund the customer for the difference only via PayPal. 

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

      Business Response

      Date: 03/04/2024

      The customer has been refunded the difference in room and tax. We have also refunded the Service Fee for the inconvenience.

      At this time, the customer has been refunded via PayPal in CAD currency and have emailed the customer directly regarding this information.

      We have marked this case "closed"

    • Initial Complaint

      Date:03/01/2024

      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.
      Friday 2/23/2024 I booked a room at Holiday Inn Express ********* International Airport T3 through what I thought was the hotel's website, but it was actually a third-party site, Reservations.com. I was misled by the appearance of their website. I made an error in the booking date due to confusion with the international time change. Upon realizing this, I called Reservations.com within a minute of booking to request a cancellation and refund so I could rebook the correct date. However, they refused, stating I had booked a non-refundable room. There was no indication at the time of booking that the rate was non-refundable. The room rate displayed was $166.60, but my total charge is now showing $249.08. The booking confirmation email from Reservations.com lists two additional fees that were not shown to me at checkout: Taxes and Fees of $62.49, and an additional service charge of $19.99. Reservation Number: R1933937331, Itinerary Number: R475965799. On Saturday 2/24/2024 my daughter contacted them 3 times via email but they refused to help or comment on their deceptive website practices. The site appears to be the official hotel website and fails to communicate that rooms are non-refundable and that additional fees will be charged. Their business advertising and website practices are deceptive.

      Business Response

      Date: 03/03/2024

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

      Business Response

      Date: 03/06/2024

      We are unable to obtain approval for a cancellation and refund on behalf of the hotel.

      At this time, we have offered the customer a refund on behalf of ********************** via Check or an expedited refund via PayPal. 

      We have emailed the customer directly regarding additional information to proceed with a refund. Please respond to the email directly so that we may further assist.

      Business Response

      Date: 03/07/2024

      The customer has been refunded in full. 

      We have marked this case "closed"

      Customer Answer

      Date: 03/14/2024

       
      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:02/29/2024

      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.
      On February 28, I made a reservation at Holiday Inn Express and suites. We were exhausted and needed a last minute hotel for one night after a 12 hour drive. I thought that I was on the hotel's website but it turned out to be a third party site run by Reservations.com that looked like it was the actual hotel's website. They even had a coupon code and I thought I was getting a discount. The room rate was listed as $147.99 before the discount (*****). so I was shocked when I received an email confirmation and there was a charge of ***** labeled tax recovery charge and service fee! Total cost 197. 86. The hotel desk told us the cost was ~127+taxes, but i showed them the email and they said it looks like I booked through third party and they couldnt help. I called the number on the email confirmation and explained that I thought I was on the hotel website. They offered a good will refund of 14 dollars which is only a fraction of the charge. She said this was the best they can do. Really? This business is scamming people, tricking them to think they are on the hotel website and then hitting them with hidden fees. Hotels should hold some responsibility too just for allowing this. My reservation number is R4770182743. We want a full refund for the hidden charges $*****.

      Business Response

      Date: 02/29/2024

      We are unable to locate the customer's 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.

      Customer Answer

      Date: 02/29/2024

      Hello, 

      We emailed with the business and confirmed that the reservation was actually made under guestreservations.com and not reservations.com. The email communications were very confusing with details of the business. I will submit my complaint for guest reservations.com.

      Apologies for the confusion and thank you for your time. 

      Customer Answer

      Date: 03/01/2024

       
      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,

      **** And *************************

    • Initial Complaint

      Date:02/23/2024

      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.
      My granddaughter has cystic fibrosis and we have to drive 2 1/2 hours for a medical appointment. It is stressful so I thought I would book us a room close to the hospital so it would be easier. I thought I was booking on the hotel's website. The next day the appointment got moved From April 16th to April 30. I booked February 20. I called **************** only to be told I would have to pay for a new reservation. I was shocked. I refused. I will be paying closer attention. But their website very deceitful. What a scam!!!!!!

      Business Response

      Date: 02/25/2024

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

      Business Response

      Date: 02/26/2024

      We have contacted the hotel directly, and have been approved to cancel the reservation without penalty. We have refunded the service fee as a one time courtesy for the inconvenience the customer has experienced.

      At this time, all charges held by Reservatinos.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:02/22/2024

      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.
      The entire website is misleading and fraudulent.I mistakenly booked on this website believing it was the Hyatt website, and not reservations.com. When I was shown room options, no terms were disclosed, only a rate. The rate was $139. I put in my credit card and was suddenly charged $202.73 with no explanation. After I booked, I received an itemized bill that I should have been able to see BEFORE I booked. The confirmation email also disclosed the rate is "non-refundable," and that there is a $20 fee for their "service" they provided me--neither of which were prominently displayed on their website.I called the company immediately after booking and was told I could cancel the reservation, but would not get my money back, because it was nonrefundable. I then asked to speak to the supervisor, who told me she needed my permission to put in a "request for cancellation and a request for an exception to get a refund" and I would receive an answer in **** business days, even though I literally booked the room less than five minutes prior. This is a pending charge that could easily be reversed, although apparently it cannot be reversed by their call center in *****. Also, because they are using a call center staffed by people with heavy accents who speak very fast, it is almost impossible to understand what they are saying. The company is not operating within the bounds of the law, and should refund customers it misleads. In particular, this charge should have already been refunded.

      Business Response

      Date: 02/23/2024

      We have been approved by the hotel to cancel the reservation without penalty. We have refunded the room and taxes as well as the service fee for the inconvenience the customer has experienced.

      At this time, all charges held by Reservations.com have been fully refunded at this time and can take up to **** 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: 02/23/2024

       
      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:02/21/2024

      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.
      Feb.21 made reservation with ********************************, ********, ******. R1033676770. Turns out it was with Reservations.com unknowingly to me. Now have medical emergency and have to cancel my March 3-8 reservation. None of their phone numbers are valid, wont accept any of my email addresses submitted thus cant contact them. Would like refund on my Mastercard. We are seniors and cant afford to loose this money.***********************

      Business Response

      Date: 02/22/2024

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

      Customer Answer

      Date: 02/22/2024

      The company has not sent me any message to respond to. Our email is: lggordie@****.a and phone number is **************.

      As of 11:47am pacific time, no message from reservation.com has been received.

       

      **********************;

      Customer Answer

      Date: 02/22/2024

       
      Complaint: 21328270

      I am rejecting this response because:  The company has not sent me any message to respond to. Our email is: lggordie@****.a and phone number is **************.

      As of 11:47am pacific time, no message from reservation.com has been received.

       

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

      Sincerely,

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

      Business Response

      Date: 02/22/2024

      We have contacted the hotel directly, and please note that our request for a cancellation without penalty has been denied.

      We have offered the customer a full refund via PayPal, as we only have the ability to issue a refund in CAD via PayPal only at this time. Please note that this refund on behalf of Reservations.com and not the hotel. We have written to the email address provided through the BBB site. Please respond with the requested information so that we may issue a refund in full to you in CAD at this time via PayPal.

      Business Response

      Date: 02/22/2024

      The hotel has contacted us back with approval regarding a one time courtesy cancellation without penalty. 

      At this time, all charges held by Reservations.com have been fully refunded including the service fee. Please note, 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"

      Customer Answer

      Date: 02/28/2024

       
      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:02/19/2024

      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.
      On February 15, I made a reservation with Reservations.com. To stay at the ************************* in ****** for two nights. I check in on February 15 and check out February 17. I arrive at the hotel and they tell me they would be adding another fee, that needed to be put on a credit card. I did not have a credit card. So my reservation was cancelled. Reservation number R2094626435. Reservation.com purchase number was *************. I paid $304.52. ******* Hotel told me to get my refund from Reservation.com. I contacted Reservation.com by email, on February 16. They responded by saying that the booking was prepaid and the full amount was charged. They also said there was no cancellation on their system (MJ, Customer Support). I followed up with ************** on the 17th and they said the reservation was cancelled on the 15th. I keep calling reservation.com and I get hang *** or they just keep you on hold, until you hang up, if you choose option 4, the system disconnects. *************) Bottom line I just want a refund, because there were no services done.

      Business Response

      Date: 02/21/2024

      All charges held by Reservations.com have been fully refunded at this time, and could take up to **** 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.

      We have marked this case "closed"

      Customer Answer

      Date: 02/22/2024

       
      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,

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

    Reservations.com is NOT a BBB Accredited Business.

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