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:02/16/2024

  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 was in a hurry to book a hotel reservation on 2/14. I searched for the name of my hotel and clicked on the first link on the page and quickly booked a one night stay. Within about 1 min I realized I had booked a hotel by the same name but in the wrong city. Also the charges came from Reservations.com, not the actual hotel. And the charges were for much more than was shown on the website that looked like the hotel's website. Over $100 in taxes and an almost $40 service fee. Within 5 mins I called Reservations.com to explain my mistake and I was informed the charges were all non-refundable but they would supposedly talk to the *** hotel to see if they would ***** an exception and refund my money. I unsurprising received an email two days later stating *** will not refund my money (which I don't believe because if I booked directly with them I'm sure they would refund the money for a mistake like this) so Reservations.com would not provide a refund.

  Business Response

  Date: 02/19/2024

  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: 02/19/2024

   
  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,
  
  ***********************

  Customer Answer

  Date: 03/03/2024

  I still have not received a refund for the hotel room.  I should be getting $462.04 back.   I only received a refund for the $39.79 Reservations.com fee charge so far.

  Customer Answer

  Date: 03/12/2024

  I still have not received a refund for the hotel room.  I should be getting $462.04 back.   I only received a refund for the $39.79 Reservations.com fee charge so far.

  Business Response

  Date: 03/13/2024

  We have reviewed this information, and have confirmed that a refund was not processed as of 2/19/2024.

  We have rectified this error, and have confirmed with our accounting team that a refund for the full amount has been issued to the customer as of 3/13/2024. We kindly ask to allow 7-10 business days for this to reflect back onto the customer's account depending on their financial institution. We have advised the customer to contact their financial institution with questions regarding processing and follow up at this time.

  We have marked this case "closed"

  Business Response

  Date: 03/21/2024

  We have reviewed this information, and have confirmed that a refund was not processed as of 2/19/2024.

  We have rectified this error, and have confirmed with our accounting team that a refund for the full amount has been issued to the customer as of 3/13/2024. We kindly ask to allow 7-10 business days for this to reflect back onto the customer's account depending on their financial institution. We have advised the customer to contact their financial institution with questions regarding processing and follow up at this time.

  We have marked this case "closed"

• Initial Complaint

  Date:02/15/2024

  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 Tuesday, 6 Feb 24, I logged into Holiday Inn to reserve a room. Unknowingly, I was switched to reservations.com website. I booked a room for 2 nights. I had to depart a day early and spoke to the hotel front desk. They were ok canceling my 2nd day. I call reservations.com to receive credit for the 2nd canceled day (approx $160). They are refusing, stating their policy is cancellation must be 48 hrs prior. I explained the hotel ok'd it; reservations.com wants me to provide name of employee who granted permission for me to leave day early. I have absolutely have no idea of the person name and I feel like I'm being to provide a note from my parents to allow me to leave school early.I really don't like how you switched from the hotel's website to reservations.com. It's like a bait and switch.

  Business Response

  Date: 02/22/2024

  We have contacted the hotel, and have been approved to offer the customer a partial refund for the second unused night. All refunds can take up to **** 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 emailed the customer directly regarding this information.

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

• Initial Complaint

  Date:02/13/2024

  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.

  Saturday, 02/10/2024, at 2:19 pm reserved a Hotel room of *************************** *********** ** through Reservations.com. I was misled by the appearance of their website and actually thought I was booking through the genuine system of Great Wolf Lodge Water Park. Then, I called them just 25 minutes later, 02/10/2024 at 2:45 pm and asked for a cancellation and refunding. Received email from them on 02/13/2024 stating that any refund was refused. Then called them on 02/13/2024 asked about my refund and they refused again, stating it was NON REFUNDABLE. At least, I believed then if its NON REFUNDABLE, I'll just have the room to stay. If I'm forced to pay $541.55, then I'm should take the room. However, they just cancelled the room from Great Wolf Lodge Water Park side (Cancellation Number: ********), and keep refusing a refund to me either. Therefore, NO refund, and NO room! How ridiculous it is!! Reservation Number: R457667264, Itinerary Number: *************.

  Business Response

  Date: 02/14/2024

  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 marked this case "closed"

  Customer Answer

  Date: 02/15/2024

   
  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:02/13/2024

  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.

  On 2/8/24 I went to the Hyatt.com website to book adjoining rooms for 3/31. Unbeknownst to me, I was on a reservation.com website that deceptively mimics the actual hotel website. Could not book adjoining rooms online so i had to call the toll free number, again not realizing this was not Hyatt. They booked me the two rooms and emailed me the confirmation letter. Upon reviewing the confirmation I noticed that the cancellation policy is shown as "non refundable". I was never told this over the phone and when I called reservations.com to dispute they told me they would review the transcript of the call to see if the agent neglected to mention the cancellation policy, and get back to me in 3-5 days . When I requested a copy of said transcript they told me they do not provide that. So I have no way to verify the validity of whatever they claim was said on the call. This, coupled with their mimicking of legitimate hotel sites specifically to trick consumers, is extremely unethical.

  Business Response

  Date: 02/14/2024

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

• Initial Complaint

  Date:02/12/2024

  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 made a reservation through Reservations.com on for a hotel room. However, myself, my child, and my husband came down with influenza A and were unable to utilize the hotel. I contacted the company on Thursday regarding my reservation for Saturday and not being able to attend due to illness and that it would also put others at risk. They stated they cancelled the reservation but would need to wait to see if they could refund the money. They have denied this request even though I have submitted proof of my positive lab result and asked to speak to a manager. I have researched since and found that this company has done this to many others. It costs us $200 dollars which we don't have extra due to me being off work as well./

  Business Response

  Date: 02/13/2024

  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 do advise contacting your financial institution with questions regarding processing and follow up.

  We have marked this case "closed"

• Initial Complaint

  Date:02/10/2024

  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.

  Booked a hotel reservation through "reservations.com" and the hotel has no record of the reservation. We do have a confirmation email but the hotel is unable to use the reservation numbers provided. "Reservations.com" initially told us they would not refund us and the only option would be to switch us to a new hotel. This is not an option for us as we are staying at a hotel with additional family in close proximity to a hospital to allow us visit a family member in the hospital. After waiting on hold while sitting in the hotel lobby for over an hour they finally agreed to refund the money but said it wouldn't be processed for **** business days.

  Business Response

  Date: 02/12/2024

  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 at this time.

  Customer Answer

  Date: 02/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb 1st the money($847.38)for our reservation was taken out for an Feb ****th reservation and after getting to our destination and being told we have to leave. We were told to call to get our refund because without this money we are stranded away from home. Weve had several phone calls and were told wed speak to someone higher up and that has still yet to happen even after requesting several times to speak to someone of higher authority to assist us. **** explained the situation about getting a refund and have gotten several different time frames in which to expect this money back and have gotten next to no help about this money and need to see it sooner rather than later due to the circumstances of being stranded.

  Business Response

  Date: 02/10/2024

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

• Initial Complaint

  Date:02/07/2024

  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 was trying to book a hotel in ******** *******. I believed that I was on the hotel website and so booked a room. It wasn't until after my transaction went through that I realized I was being charged through a ** company in US dollars. The total was $552.76 plus an additional $50 service fee. I called reservations.com within a 5 minutes of realizing this was not in fact the hotel. I cancelled my reservation believing that i would at the very least receive a credit. They refused a credit or a refund. *** tried contacting them 3 times and they have refused to credit me anything. I am at this point out ****** plus the $50 service fee and have received nothing.

  Business Response

  Date: 02/08/2024

  We have emailed the customer directly regarding this matter. Please respond to the email directly so that we may further assist.

  Business Response

  Date: 02/08/2024

  Please note that the reservation has been cancelled with a penalty.

  We have contacted the hotel directly and were denied a refund on behalf of the hotel. With this information, Reservations.com does not have the ability to reinstate a reservation once it has been cancelled.

  We have offered the customer a full refund via check or by Paypal for the full amount of the reservation. We have emailed the customer directly, and are currently awaiting the customer's response with the requested details. Please respond to the email directly so that we may further assist you regarding a refund.

• Initial Complaint

  Date:02/07/2024

  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.

  This company intercepts any search to a hotel. Then they take your reservation and trick you into thinking its the hotel. They then trick you into making a non refundable reservation. In my case an error was made in date by myself. They would not change dates or cancel reservation as it was non refundable.In taking with my credit card company they advised that people get scammed with this all the time and there is really nothing you can do about it.Hotels should be held liable as well just for allowing this.Frustrated Citizen!!

  Business Response

  Date: 02/08/2024

  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 have advised the customer to contact their financial institution with questions regarding processing and follow up.

  We have marked this case "closed"

• Initial Complaint

  Date:02/07/2024

  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 February 6, ****, I sought to make a reservation at the Country Inn and Suites in ********* **. 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 actual hotel's website. The room rate was listed as $105 so I was shocked when I was charged $155.59. Upon further investigation the additional costs came from two charges, Taxes and Fees of $29.94 and an additional service charge of $19.99. If the room were to be booked directly through Country Inn the estimated tax is $11.05, it was unclear why Reservations.com was charging a tax fee of approximately 250% of what Country Inn charged. Within 15 minutes of booking I called Reservations.com to cancel and obtain a refund. They informed me that they would cancel the reservation but that it was not eligible for a refund. I have spoken directly with Country Inn and they have informed me that if Reservations.com were to reach out to them that a refund would be allowed; it is unclear why Reservations.com is refusing to do so. My reservation number is R1583126145 and itinerary number is 255-10239360.

  Business Response

  Date: 02/07/2024

  All charges held by Reservations.com have been fully refunded at this time, and could take up to **** business days to reflect back onto the card use during the time of booking 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: 02/07/2024

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