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:02/07/2024

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

• Initial Complaint

  Date:02/05/2024

  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.

  We were charged $458.97 total on three hotel rooms. They charged $161.70 tax on those three rooms, that's 35% tax. Tax in ** is only 6.5%. 35% is way too much and I felt was incorrect, but when I called all they'd say is that is what the government is charging and it's automatic and wouldn't explain more, nor were they able to tell me what % is suppose to be charged and from where.All I want to do is pay the correct tax amount.There is also $104.97 property fee that they also could not explain.I feel both of these charges are exorbitant and in the case of the taxes, incorrect.I want a refund of the incorrect taxes and a refund or explanation of the 'property' fee.

  Business Response

  Date: 02/06/2024

  Unfortunately, we are unable to present a specific breakdown of the taxes for your reservation because we do not bill directly for them. We bill instead a tax recovery charge and processing fee.

  We have emailed the customer regarding a refund of the taxes and fees listed on their itinerary as a one time courtesy on behalf of Reservations.com. We have offered a refund via check or PayPal. 

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

  Business Response

  Date: 02/06/2024

  Customer has been refunded for the taxes and fees for the reservation via PayPal.

  We have marked this case "closed"

  Customer Answer

  Date: 02/06/2024

   
  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:02/02/2024

  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 October 20, 2023, my assistant made reservations for me for Nov. ****, 2023 at the *********************, ********. The reservations were made on Reservations.com. I received an email Confirmation #R533663979 (see email attachment) indicating a total charge of $1,073.35, including an $85.88 non-refundable cancellation fee. Three days later my business trip was cancelled and ****************** cancelled the reservation through Reservations.com. The website confirmed the cancellation.My Dec. **** statement included a charge of $1,073.35 from Reservations.com. ****************** contacted Reservations.com to determine when the refund would be credited to my credit card. She was told that the entire reservation was non-refundable. She asked to speak with a supervisor, who confirmed that no refund would be made pursuant to the Hotel Cancellation Policy (see email attachment), and that the hotel had already been paid for the reservation.****************** then contacted the Hampton Inn about the cancelled reservation. She was told that the Hampton Inn was never notified by Reservations.com that the reservation was cancelled and treated it as a no-show, for which the Hampton Inn assesses a one-night charge ($128.53) for not showing up. The Hampton Inn received $128.53 from Reservations.com. Reservations.com kept the remaining $944.82.I disputed the charge through ****s fraud department, but Reservations.com argued that the full $1,073.35 charge was valid.I never received a cancellation confirmation email from Reservations.com. The wording of the Hotel Cancellation Policy in the email confirmation from Reservations.com (see email attachment) is extremely ambiguous and deceitful, indicating a non-refundable cancellation fee of $85.88, when in fact Reservations.com had no intention of refunding any part of the reservation payment.I request that you contact Reserations.com and demand that I receive a partial refund of my deposit in the amount of $987.47 ($1073.35 less $85.88).

  Business Response

  Date: 02/05/2024

  We have contacted the hotel directly and have been informed that the reservation has been marked as a "No-Show" and the hotel has confirmed that a 1 night penalty of room and taxes has been charged with a refund for the remaining amount. 

  The remaining amount has been issued to the card used during the time of booking and can take up to **** business days to reflect back to the customer's account depending on their financial institution. We do advise contacting your financial institution with questions regarding processing and follow up.

  We have offered the customer a refund for the remaining amount on behalf of Reservations.com. With this information, we have offered a refund via Check or PayPal. 

  We have emailed the customer directly with this information, and await their response with the requested information. 

  Business Response

  Date: 02/08/2024

  We have mailed the customer a check for the remaining amount. We have notified the customer via email.

  Customer Answer

  Date: 02/18/2024

  Complaint resolved.

  Customer Answer

  Date: 02/22/2024

  Complaint resolved.

• Initial Complaint

  Date:02/01/2024

  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 purchased a hotel room on Monday, January 29,2024 for 410.19.I was only offered $188.64. I called to cancel on February 1,2024 due to emergency and they refused to refund me the money. The website stated that I could cancel anytime.

  Business Response

  Date: 02/02/2024

  We have contacted the hotel with a request to refund the reservation. Our request has been denied by the hotel due to the cancellation policy that was agreed upon during the time of booking.

  We have offered a refund on behalf of Reservations.com for the full amount. We have emailed the customer regarding a refund via PayPal or Check. 

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

• Initial Complaint

  Date:01/31/2024

  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.

  Sunday, 1/28/2004, at 9 pm reserved a Hotel room through Reservations.com. I actually thought I was booking through the Marriott. I did not know, or see that the booking was NON REFUNDABLE.Call them Monday, 1/29/2004 at 8 am (11 hours latter) and cancelled it. Called them Wednesday, 1/31/2024 asked about my refund and they refused, stated it was NON REFUNDABLE, so I said then if its NON REFUNDABLE I'll just take the room back then. If I'm forced to pay $824.62, then I'm gonna take the room. They refused. So no refund, and NO ROOM! Reservation Number: R1792640900 Itinerary Number: *************

  Business Response

  Date: 02/01/2024

  All charges held by Reservations.com have been fully refunded at this time. We have refunded the customer the Room and Taxes, and the Service Fee as a one time courtesy for the inconvenience.

  All charges 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 marked this case "closed"

  Customer Answer

  Date: 02/01/2024

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

• Initial Complaint

  Date:01/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking for a two night stay outside of ********* for the nights of 12/24 and 12/25/2023 in order to be with relatives over the holidays. In searching online I found the nearest hotel was the ****************** in *************, **, with a cost of $125 per night plus tax. After deciding to go ahead and book the stay, I went back online and completed the booking. However I was totally fooled by reservations.com, which did a great job of luring me onto their website. I booked the room and was charged $377.48 plus a separate $19.99 service fee. The $377.48 included taxes and "recovery fees". The hotel slipped a paid receipt under our door on the last night of our stay and I was very much surprised to see that the bill was for only $282.50, which was two nights at $125 each plus $32.50 in tax. I had paid $377.48, which is $94.98 more than the hotel's actual charge. I talked to the hotel about it and that is when I learned that I had not actually dealt with *********** itself. They pointed me to reservations.com. When I emailed reservations.com about the additional "recovery fee" that they had charged me, I received a worthless explanation and then a more verbose worthless explanation to my follow up email. Now, looking online, I see that reservations.com has a business model whereby they fool people into booking with them, charge them outrageous fees and then stonewall any questions. Please add me to the list of victims to the tune of $94.98, plus the $19.99 service fee. They should not be able to buy their way to the front of the queue in web browsers in order to steal from unsuspecting consumers.

  Business Response

  Date: 01/30/2024

  We have offered the customer a courtesy refund for the overcharge and the service fee via PayPal or Check.

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

  Customer Answer

  Date: 01/30/2024

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

• Initial Complaint

  Date:01/29/2024

  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.

  In November we used reservations.com to book a hotel for a family ski trip in January. We paid almost $1500, including a hidden service fee of $170. 24 hours before we were supposed to check into the hotel, reservations.com emailed us to tell us our reservation was no longer valid and asked if we wanted to reschedule. We called them to set it right, which they told us it was fixed, we just had to book 2 rooms instead of 3. However, when we called the hotel to double confirm, the hotel told us they had no reservation for us at all and all their rooms had been booked up for weeks.We called reservations.com back and told them to cancel everything. They told us they were keeping the $170 service fee.

  Business Response

  Date: 01/29/2024

  We are unable to locate the 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.

  Business Response

  Date: 01/30/2024

  We have refunded the customer the service fee as of 1/30/2024. All refunds can take up to **** business days to reflect back onto the card used during the time of booking.

  We have confirmed that all 3 reservation Room and Taxes have been fully refunded to the customer as of 1/25/2024.

  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 used during the time of booking. With this information, we advised the customer to contact their financial institution with questions regarding processing and follow up.

  We have marked this case "closed"

• Initial Complaint

  Date:01/27/2024

  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 as others have said I clicked on what I thought was an actual hotel website, in my case Hilton. I made a reservation for two nights. At no time did I see notation of a service charge of $155. I completed the booking. I received an email from Reservation.com with an order number among other statements in the email it said I would receive confirmation with a booking number with in ***** hours. Of course nothing came. I then received my CC bill with a charge from "Hilton" for more money then expected as well as an additional charge of **** from reservations.com. I tried to reach out but they claim they have no record of the reservation. When I contacted the hotel they had the booking which was with "Booking.com". I then reached out to Booking.com which told me of the $155. fee and advised me that the reservation was not refundable which I would never book. I have filed a complaint with my CC company. I Cancelled the booking with the hotel but of course they can't refund anything since they didn't take the payment. I was advised they collect payment at check out only.

  Business Response

  Date: 01/29/2024

  We are unable to locate the customer's reservation. We have emailed the customer directly requesting additional information to further assist.

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