Business Profile

Hotel Reservation

Reservations.com

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Complaints

Name: Reservations.com
Address: 390 N Orange Ave STE 1605, Orlando, FL, 32801-1675, USA

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

Customer Complaints Summary

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

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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:07/10/2025
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 was booking a reservation with ***** directly. I clicked and landed on another site but dud not lnowbit. I booked a reservation for one night that totalled $618.00 plus I took out their insurance to guarantee/protect my reservation. I have spent two hours on the phone trying to get an supervisor to speak to me. Both agents hung up on me. One after 20 minutes. The other after two hours. I was told my request needs to be approved and must wait 10 days. That even **** there is no assurance I get a refund. Please help me get the money back.Thank you ****** ******
Business Response
Date: 07/11/2025
Greetings,
We have forwarded this to our escalation team for further review. We understand the severity of this matter and assure you our team is working on this diligently. We ask for your patience during this time, and once they have provided me with an update and resolution, I will notify the customer and ********************** Immediately.

Thank you
******* ******
Business Response
Date: 07/22/2025
Greetings,
We have emailed the customer with a link to fill out additional information regarding the reservations protection plan. We ask that the customer provide this information at their earliest convenience so that we may further assist regarding this matter.

Thank you and we look forward to assisting you.
Kindly,
******* ******
Initial Complaint
Date:07/10/2025
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.
Booked a hotel room June 25th check out date June 26th at ************************, booked through a third party Hotel Reservations didn't realize it was a third party as it looked like Hampton Inns page. Booked for the wrong day (really wanted the 28th-29th) called immediately to change date. No response on the 25th even though I explained I was not using reservation on the 25th. Have continuously called the number asking for support and to speak to a supervisor. Only response has been one voice message with no number or extension to call back on and that they will elevate the issue. I have called and emailed continuously since the mistake on the 25th. They state there is no supervisor when I call. They state I have an open ticket. Also was charged $29.95 for a cancellation protection that I was not even aware of.I started by asking to switch the date and it cost more I would pay that then asked for a refund because no response was ever given and no customer service was given in response to any request.
Business Response
Date: 07/11/2025
Greetings,
We have forwarded this case to our escalation team for further review. We understand the severity of this matter and assure you our team is working on this case diligently. Once they have provided us with a resolution we will notify the customer and the ************* Immediately.

Thank you
******* ******
Customer Answer
Date: 07/15/2025

Complaint: 23582224

I am rejecting this response because:
This is the same amswer I have received since June 25th. This was escalated then and there continues to be no response or communication from the business. A timeline has not been provided nor has a manger contacted me regarding this
These are the following expectations I have resolve this:
1. Will a refund be issued?
2. What is a timeline for a refund, and response from a manager?
3. If this has been escalated how has there been minimal communication? How long does an escalation take? This is over $300 that I dont have to waste.
4 Id like an email to *********************** giving a timeline for refund, and a contact person with extension that is not a customer service representative.
On the 25th I was willing to switch my reservation and no response was given to allow this. I then had to drive 12 hours in a weekend and pay gas etc because no response was given.
Frankly this response is like all Ive gotten from the company automated not personalized.
Sincerely,

******* *******
Business Response
Date: 07/18/2025
Greetings,
Thank you for your patience as our escalations team has reached out to the *********** *************** regarding a cancellation and refund. Please be advised that the hotel has denied our request for a refund and has charged for the reservation.

As a courtesy for the inconvenience you have experienced, we are happy to advise that we have issued a full voucher for the reservation to utilize for your next booking.

We have written the customer directly with the instructions regarding using the voucher and the contact information should the customer have any further questions.

Thank you
******* ******
Business Response
Date: 07/30/2025
Greetings,
Thank you for your patience as our escalations team has reached out to the *********** *************** regarding a cancellation and refund. Please be advised that the hotel has denied our request for a refund and has charged for the reservation.

As a courtesy for the inconvenience you have experienced, we are happy to advise that we have issued a full voucher for the reservation to utilize for your next booking.

We have written the customer directly with the instructions regarding using the voucher and the contact information should the customer have any further questions.

Thank you
******* ******
Initial Complaint
Date:07/10/2025
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.
On June 18, 2025 I called the number I thought was a direct number for the ****************** in ********* ** to make a reservation for 4 nights lodging while attending the *********** for medical appointments. I was quoted a price of $170 a night and agreed to that. The person was very hard to understand and I asked to be emailed a confirmation and was told I first needed to give him my credit card. I did and then received the email confirmation and it was for $861.92 for the room which was $181.92 more for the room charge than I had been quoted plus taxes of ****** (I knew there would be taxes) and ***** booking fee which I did not know about. I immediately called the number listed and was on hold for a long time and could not speak to an individual. I was worried that it was a scam because it was very hard to understand the person's foreign accent. I then emailed them and told the to cancel my reservation because I did not authorize this amount. They now have NO record of my itinerary # ********* because I cancelled it and I have not been able to talk to an individual (on hold forever) and have received no response to my email sent June 24, 2025. I called the hotel directly and made a new reservation and they told me this happens a lot., people think they are booking directly with the hotel and instead are booking with reservations.com. This is fraudulent activity! I have not been refunded my $1009.20 and on top of that had to pay for another room while I was there. I am 80 years old and feel I was ripped off and they refuse to even respond to my complaint.
Business Response
Date: 07/11/2025
Good Afternoon,

After review, we have confirmed with the information provided by the customer that they have booked their reservation with Reservation Desk and not Reservations.com. Please note, that although both companies have "Reservation" in their name, they are not affiliated with each other.

For further assistance the customer will need to contact Reservation Desk as they will be the customer's point of contact for further assistance. Please note, Reservations.com does not have the ability to assist due to privacy reasons between Reservation Desk and the customer. Below we have provided the contact information to Reservation Desk for the customer's reference.

Phone: ************
Email: ****************************************

Thank you and I hope this information assists you

Kindly,

******* ******
Initial Complaint
Date:07/07/2025
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 May 19, 2025, I called, what I thought was The ***************** in ****************. The person who answered the phone told me that I was speaking o the actual hotel . I made two room reservations, #H11358413 for $212.93 and H11358448 for ******. I was told they were refundable as long as I canceled by 7/9/25. On 7/1/25, I spoke with the actual Hotel to cancel rooms and was told that I made reservations through a 3rd party and would have to cancel through Reservations.com. This was the first I had heard of that website. So I tried to call *************** but you cannot speak to a human or even get automatic choices on their number. So I went into the emails that I have from them and tried to cancel and get my refunds. On one room I got only $68.20 refund and on the other room I received nothing. This website appears o be a total scam. People need to be warned about this website. I hope you can do something to assist me in getting a full refund. I have all the documentation for these transactions, but no way to up load them. Thank you very much.
Business Response
Date: 07/08/2025
Greetings,
I have forwarded this matter to our escalations team for further review. We ask for your patience during this time. Once our team has provided us with an update we will notify the customer and the ********************** immediately.

Thank you and we look forward to assisting.
Kindly,
******* ******
Customer Answer
Date: 07/08/2025
I do agree that the company said they will look into the matter and get back to me or bbb.
Business Response
Date: 07/11/2025
Greetings,
Thank you for your patience as our team reviewed this carefully. We are happy to inform you that a full refund has been issued for both reservations. Please allow up to 2-10 business days for this 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.

Thank you
******* ******
Customer Answer
Date: 07/22/2025
Thank you very much for your help. The refund problem was solved. It it a shame that it takes your organization so solve this
kind of problem with a dishonorable group.
Initial Complaint
Date:07/01/2025
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.
Made a hotel reservation with reservations.com for Sunday 6/29/25 into Monday 6/30/25 for a total of $106.79. We had a family issue & had to leave early & when we tried to modify the reservation to move the reservation one day earlier, they refused to help & refuse to refund our money we paid them for the reservation. Reservation#-R216704188, Itinerary #-255-12361553.
Business Response
Date: 07/02/2025
Greetings Michael,
We are happy to inform you that the hotel has approved a refund and Reservations.com was successfully able to initiate a refund for the full amount including the service fee to the card used during the time of booking. Please note, all refunds can take up to 2-10 business days to reflect back onto your account. With this information, we advise contacting your financial institution with questions regarding processing and follow up.
Thank you and we hope we were able to assist you.

Kindly,
Caitlin Thomas
Customer Answer
Date: 07/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23544424, and find that this resolution is satisfactory to me.

Sincerely,

Michael Grentus
Initial Complaint
Date:06/17/2025
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 booked a hotel on a site and when I noticed it was US not canadian I called right away and canceled the booking they then informed me after it was canceled that they had a no refund policy that I was not aware of at all so not only was my hotel now canceled they also took the money from my bank I then called my bank to dispute it and a month later my bank came back and said *************** denied the dispute saying they have a no refund policy I've have been in contact over email several times they agreed to refund me as soon as I get written confirmation from my bank that the dispute is finalized they wanted to avoid a duplicate refund i have given them the written confirmation from my bank several weeks ago and now they are not replying to my emails I do have all communication with them in writing
Business Response
Date: 06/18/2025
Greetings,

Thank you for the information. We have forwarded this information to our escalations team for further review. Once they have provided us with further details, we will notify the Better Business Bureau immediately.

Thank you and we look forward to assisting you
Caitlin Thomas

Business Response
Date: 06/19/2025
Greetings,

Thank you for your prompt reply and for giving us the opportunity to review your case. We have located your reservation and found that a chargeback was filed with your card issuer. When a dispute is in progress, the transaction is automatically placed on hold for 90–120 days, during which Reservations.com is unable to issue additional charges or refunds.
Although your bank has provided you with an interim update, we must wait until both financial institutions complete the chargeback review before any further action can be taken.
A partial refund of $514.17 USD was initiated on March 19, 2025. The release of these funds to your account now rests solely with your bank’s processing timeline. For further information, please contact your bank for questions regarding processing, follow-up and resolution time.

We will monitor the dispute status and are prepared to assist once it is fully resolved. Until then, no additional steps can be taken.
Thank you for understanding,
Best regards,
Caitlin Thomas

Customer Answer
Date: 06/29/2025
I thought we were waiting for a response from them they responded by they will look into it and contact the BBB when they have more answers for me please don't close the complaint
Initial Complaint
Date:06/16/2025
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.
On April 8, 2025 I thought I was contacting Princess Cruise Lines to request something for my cabin on an upcoming cruise. I asked if it was ********************* and **** assured me it was. He said in order to process my request he would have to refresh my booking, and to do that he would need to recharge my credit card and turn right around and issue a refund for the original amount. The amount he was charging was $300 less because of a promotion. He assured me I would receive my refund in 1-2 billing cycles. I received an email stating I would have it by May *****, 2025. I did not receive a refund. Ive been calling ever since and getting excuses after excuses. I was then told I would have my refund by June 16, 2025. I called back on that day and was told I would have to wait another 7-10 days. Please help. My booking # was 8L2LVR. The amount was $7,422.90.
Business Response
Date: 06/18/2025
Greetings,

Thank you for your inquiry. After reviewing the details provided, we have confirmed that the cruise reservation was made through a different company. Reservations.com specializes exclusively in worldwide hotel bookings and does not facilitate cruise or other non-hotel travel reservations.
Because many travel agencies include the word “Reservations” in their names, customers may inadvertently contact one when intending to reach another; however, Reservations.com is not affiliated with any of these companies, and is unable to reserve bookings for cruises at this time.
We recommend that the customer review their confirmation email or payment record to identify the correct provider and contact that company directly for assistance.
Should you require hotel arrangements in the future, Reservations.com will be pleased to help.

Kindly,
Caitlin Thomas
Initial Complaint
Date:06/15/2025
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.
The address stated best western reservations. I called and he answered "are you trying to reserve a room at some best western....I can't remember. I stated no I and trying to get one in ******. I said no problem and reserve me a room. When I got there it wasn't a best western. The property was filled with homeless people and what looked like drug dealers. I immediately returned my key to the desk. They even told me this company does it all the time. There was 3 more people thay got took just like me returning their keys. I have been e mailing them to the point that I was told they will not return my money.
Business Response
Date: 06/16/2025
Good Afternoon,
I am happy to assist you. I am unable to locate the reservation with the information provided. Please provide the itinerary and email associated with the reservation to [email protected].

Thank you and I look forward to assisting you
Kindly,
Caitlin Thomas
Business Response
Date: 06/25/2025
We are unable to locate the reservation using the information provided through the Better Business Bureau.
We have reached out to the customer directly so that we are able to obtain the necessary information to further assist the customer.

Please respond to the email directly so that we may further assist you.
Initial Complaint
Date:06/06/2025
Type:Order 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.
Hello I hope you can help. I called what I thought was the ************* at ******************************************. What I got was a company called Reservations.com associated with ***********. I called on 3June 25 to book a room for 8 June 25. It was hard to understand her accent and I didn't understand the Cancellation Protection Policy. After I booked the reason I was going to ******** was rescheduled. So I called back to cancel and I was told I would incur a penalty of the room rate of $92.98 because I didn't pay for Cancellation Protection Policy and I will incur the room rate penalty. I have never heard of Cancellation Protection - ever.Wyndham does not do this it is from this scam company. I cannot stay there 8 June 25 because the event was rescheduled. I really thought I was speaking with a Wyndham clerk i was mislead. Wyndham Policy is that you can be refunded up to the 24 hours before check in time. WITH NO PENALTY. I cancelled the same day. I am 69. A retired veteran of the ******* and on *** I can't afford to pay for something I cant use.The entire bill is $121.23 with taxes however I would be charged room rate it is on the paperwork I printed out. So is the tax refunded? Total $121.23. I thank you so much for what you do to help people that have had a wrong done and you correct it right. Thank you
Business Response
Date: 06/09/2025
Good Day,
We are able to confirm a full refund has been issued to the customer in the amount of $121.23 to the card used during the time of booking. Please allow up to 2-10 business days for this to reflect back onto your account depending on your financial institution.

If you have any further questions or concerns, please feel free to reach back out to us!

Thank you
******* ******
************************************************************
Initial Complaint
Date:06/04/2025
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.
Although Reservations.com purported to make a reservation for the *******, it did not. ****** were forced to rebook on their own directly with the Hampton Hotel and incurred a double charge for the same reservation.
Business Response
Date: 06/05/2025
Greetings *** ******,
We were unable to locate any reservation details based on the information provided. According to the note from the hotel, the booking was made through Hotel Reservations. For further assistance with this matter, we recommend contacting Hotel Reservations directly.
We hope we were able to assist you with this information.

Kindly,
******* ******
Customer Answer
Date: 06/08/2025

Complaint: 23419277

I am rejecting this response because:
The attached reservation IS still listed on the company's website even though they never made it with the ************************ in **********
The vendor was not truthful when they said they had no such record. The attached is from their website.
It is the same reservation number that they charged me $1213.72 even though they failed to make the actual reservation.

Sincerely,

******* ******
Business Response
Date: 06/18/2025
Thank you for providing this information *** ******,

We have forwarded this information to our escalations team for further review. Once we have been provided a resolution, we will notify the Better Business Bureau immediately.

Thank you and we look forward to assisting you!
******* ******
Customer Answer
Date: 06/20/2025

Complaint: 23419277

I am rejecting this response because:
The business has continually delayed refunding my money even after being contacted by the Pa Attorney General.

Sincerely,

******* ******
Business Response
Date: 06/23/2025
Thank you for your response.
Please note, Reservations.com is reviewing this case carefully. At this time, we continue to ask for the customer's patience as any further interference will delay the resolution time.
Once we have received a resolution from our escalations team, we will notify the Better Business Bureau immediately.

Thank you
******* ******
Business Response
Date: 06/30/2025
Good Afternoon,
We thank you for your patience. Please note, our escalations team is reviewing this case carefully. We understand the severity of this matter and assure you that our team is working on this case diligently. Once we have been provided with a resolution we will notify the customer and the ********************** immediately.

Thank you
******* ******
Customer Answer
Date: 06/30/2025

Complaint: 23419277

I am rejecting this response because:
I do not know if/where their corporate address is located.
My two prior attempts to send notices requesting refunds were returned with no forwarding address.
What is the current address?

Sincerely,

******* ******
Business Response
Date: 07/10/2025
Good Afternoon,

We thank you for your patience. Please note, our escalations team is reviewing this case carefully. We understand the severity of this matter and assure you that our team is working on this case diligently. Once we have been provided with a resolution we will notify the customer and the ********************** immediately.

Thank you

******* ******
Customer Answer
Date: 07/25/2025

Complaint: 23419277

I am rejecting this response because:
The *********************** indicated a full reimbursement check would be forthcoming within 30 days.
It has not yet been received. I have provided to her my mailing address.

Sincerely,

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

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Reservations.com is NOT a BBB Accredited Business.