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:08/25/2025

  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.

  Reservations.com owes us a refund for $290 for a cancellation. They only refunded one night for a two night reservation cancellation. The hotel is a ***************** in *********** *******. Date was July *****. Ive tried 20 times to get this resolved over the phone. They say it was approved on August 4th and will be refunded to my credit card. They keep pushing the date back by 2-10 business days, but no refund has come. Very frustrating! The itinerary # is H11814002. Please help, theyre phone people can not resolve it.

  Business Response

  Date: 08/27/2025

  Greetings,

  Thank you for this information. We have forwarded this to our escalations team for further review. Once they have provided us with additional information and a resolution, we will notify the customer and the ********************** immediately.

   

  Thank you for your patience during this time.

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

  Business Response

  Date: 08/28/2025

  Greetings,

  We were able to confirm that the remaining amount for the reservation has been refunded back to the customer's card used during the time of booking as of 8/25/2025. Please allow up to 2-10 business days for this to reflect back onto the customer's account depending on the customer's financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up.

   

  Thank you

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

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

• Initial Complaint

  Date:08/23/2025

  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.

  I was attempting to book a room with *************************. I was searching their hotel website information and I called a phone number to book online as I had a question I needed to ask the reservation department. I was greeted with ************************* and went forward with the booking. My call was dropped and I was sent a text message to call and continue with my booking. I called back and was quoted a much higher price. I asked why did the price increase so much? He informed me that not every agent includes the resort fee in the total, so it can appear less than it really is, but he said he was sure to include all fees to me, including resort fees. I repeatedly asked if this was the senior rate on the website, he said yes but he can actually get it even cheaper. He never corrected me that I was not actually speaking to the Hyatt **************** directly. He agreed this was the Hyatt Senior Rate policy which would have allowed for free cancellation until August 26th. This was also not accurate. After receiving my confirmation, I called the Hyatt front desk to confirm. They informed me I did not book directly with them and that the resort fees were in fact not included in the reservation I had just made. I called "***************" and requested a full refund without penalty as I was misled by their agent. They created a ticket for me in an email thread. I remarked on the ticket that at the very least I deserved to be refunded the $114 in resort fees as I was worried they would submit the cancellation and charge me the penalty without being able to dispute it. I received an email that my "refund was being processed." It had zero mention of the dollar amount or what I was being refunded for. The full amount, or just $114, or the full amount with the penalty. I called and wasn't told anything. Not knowing what to do, I made a new reservation directly with *****. I do not trust this company and just want my full refund and not do business with them.

  Business Response

  Date: 08/27/2025

  Greetings,

   

  We have forwarded this information to our escalation team. Once they have provided us with a resolution, we will notify the customer and the ********************** immediately.

   

  Thank you for your patience during this time.

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

  Business Response

  Date: 08/29/2025

  Greetings,

  I am happy to inform you that we have issued a full refund back to the card used during the time of booking. All refunds can take up to 2-10 business days for this to reflect back onto the card used during the time of booking. With this information, we advise contacting your financial institution with questions regarding processing and follow up.

  Thank you

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

• Initial Complaint

  Date:08/22/2025

  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.

  Complaint Against: Reservations.com Reservation Number: H12445226 Date of Cancellation Request: August 22, 2025, at 3:50 PM Description of Complaint:Reservations.com provides no clear refund policy other than a vague statement requiring changes or cancellations to be made at least 7 days prior to the reservation. I submitted my cancellation within this timeframe.When I canceled my reservation, there was no clear confirmation of a refund. Instead, I was informed that a ticket would be submitted for evaluation, with no guarantee of timing or outcome. This process is unclear and misleading, as customers have no transparency into whether a refund will be approved or in what amount.Following the cancellation, I contacted Reservations.com by phone. I spoke with a representative named **** and her supervisor, *****. Both confirmed that only a partial refund might be issued, despite my timely cancellation. I repeatedly requested clarification on the refund amount and emphasized my right to a full refund, but they could not provide a definitive answer or resolve the issue.The refund policy is vague, lacks transparency, and is not properly communicated during the booking process.Customers are forced into a ticket review process with no immediate resolution or guarantee, which obstructs their right to a timely refund.I am requesting a full refund of my reservation (Reservation No. H12445226), as I canceled within the stated timeframe and was misled by Reservations.coms website practices and unclear refund process.

  Business Response

  Date: 08/27/2025

  Greetings *** ******,

  Please be aware that your cancellation policy states: "Each room in this reservation is refundable with a penalty: Bookings cancelled before 08/23/2025 6:00 *************** time) are subject to a fee of 1 night's room and tax per room. There is no refund for no-shows, early checkouts, or cancellations after 08/23/2025, 6:00 *************** time)."

  
  We have confirmed that the reservation has been cancelled and per your cancellation policy a refund in the amount of $545.29 USD has been issued as of 8/25/2025. Please allow all refunds to process up to 2-10 business days depending on your financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up.
  
  
  Thank you,
  ******* Thomas 
  

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23785971
  
  I am rejecting this response because: On Saturday August 23, 2025 I received a call confirming the full amount of $817.93 will be refunded. This is a partial refund and is unacceptable after receiving a call confirming the FULL amount. Refund the remaining $272.64 for the full $817.93 as agreed with the representative I spoke to. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/19/2025

  Greetings,

  We have refunded the remaining amount back to the customer's account used during the time of booking. We ask that you allow up to 2-10 business days for this 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.

   

  Thank you,

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

• Initial Complaint

  Date:08/19/2025

  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 08/06/2025, I called the local number for the hotel ******************** in *******,**, which automatically routed me to a call center. I specifically asked for a room with a hot tub/jacuzzi in the room. The reservation agent assured me that the room included this feature. Based on that confirmation, I provided my credit card and was charged $165.83.Within five minutes, I called back to confirm directly. A different agent contacted the hotel and verified that the room did not have a hot tub/jacuzzi. I then canceled the reservation immediately. However, only $52.84 has been refunded to **** have called several times and each time I am told the matter will take 10 days to resolve, but the remaining refund has not been issued. Since the reservation was based on misinformation from the booking agent and was canceled right away, I am requesting a full refund of the remaining balance ($112.99).

  Business Response

  Date: 08/21/2025

  Greetings Heather,

  I am happy to confirm that the remaining amount has been fully refunded as of 8/20/25. All refunds can take up to 2-10 business days to reflect back onto your account depending on your financial institution. We advise contacting your financial institution with questions regarding processing and follow up.

  With this information, Reservations.com holds no charges at this time.

   

  Kindly,

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

  Customer Answer

  Date: 08/21/2025

   
  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:08/18/2025

  Type:Order 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 did not request, nor want, insurance for this booking. I do not recall seeing it in the fine print and this is wrong to charge this. Please refund my card immediately

  Business Response

  Date: 08/19/2025

  Greetings,

  We are happy to inform the customer that we have issued a refund for the protection plan. 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 do advise contacting your financial institution with questions regarding processing and follow up.

   

  Thank you

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

  Customer Answer

  Date: 08/19/2025

   
  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:08/13/2025

  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.

  Date of Transaction: March 10, 2025 Hotel stay at *************** in ****************, Wyomining for September ***** Reservation #: R727383451 Item #: ************* I have been attempting to cancel these reservations for the past 6 days but the phone #s listed are strictly for reservations, no cancellations. You are referred to ************************ but when reservation info is input it says no such reservations exists. This is said even though when I call and talk to a live agent they can access my reservation info, they are just unable to cancel. Is there nothing to be done? Am I just defrauded of $1333.36 with no recourse?

  Business Response

  Date: 08/18/2025

  Greetings Ms. ******************** have cancelled the reservation and are happy to confirm that a full refund has been issued 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. With this information, we advise contacting your financial institution with questions regarding processing and follow up.
  
  Thank you
  ******* ******

• Initial Complaint

  Date:08/08/2025

  Type:Sales and Advertising 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 totally agree with other reviews. I was led to believe that I was connecting directly with the hotel. I was charged with 2 Tax recovery and fees. One was ****** outrageous, other was *****. I called the number that I had used to make a reservation. I asked what the name of the company was and the person transferred me somewhere. Then they promptly hung up. The just answer the phone resverations. Totally deception. I am investigating further. Also they mention on my reservation page they are including a 4 month membership to some golf thing. That was never mentioned to me on the phone call. I immediately canceled my credit card. Beware!

  Business Response

  Date: 08/08/2025

  Greetings,

  We are unable to locate the reservation with the information provided. Please provide the itinerary number along with the email address associated with the reservation to ******************************** Thank you and I look forward to assisting you.

   

  Kindly,

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

• Initial Complaint

  Date:08/06/2025

  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.

  I called *********** to try to make a reservation on the evening of July 19 for that night. The person on the phone, who represented himself as being with Holiday Inn stated that the rate for the hotel would be $712. I thought that was ridiculous, but he said that was the rate, so I accepted it. When I checked out of the Holiday inn Pittsfield Mass the next day, they said their max rate for the rooms was $430 and that I was tricked into dealing with a 3rd party who was not affiliated with ***. I think it is not reasonable to expect a refund of the difference between the maximum rate by the hotel and the overcharge from this unscrupulous organization who misrepresented themselves as the hotel.

  Business Response

  Date: 08/08/2025

  Greetings Mr. *************** have provided this information to our escalations team for further review. I kindly ask for your patience during this time. Once I have been provided with the resolution, I will notify the customer and the ********************** immediately.

  Thank you and I look forward to assisting you.

   

  Kindly,

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

  Business Response

  Date: 08/08/2025

  Greetings Mr. ******************** you for your patience as our team reviewed this matter carefully. I am happy to inform you that we have issued a 20% refund back to the card used during the time of booking. 
  All refunds can take up to 2-10 business days to reflect back onto your bank statement. With this information, we advise contacting your financial institution with questions regarding processing and follow-up.

  Thank you

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

  Business Response

  Date: 08/19/2025

  Greetings,

  We understand the customer was demanding additional compensation, however after careful review, we do see that all information was expressed to the customer during the time of booking and agreed upon by the customer during the time of confirmation.

  We have contacted the hotel directly and have confirmed that the reservation was fully utilized by the customer.

  We have issued a 20% courtesy refund to the customer to the customer as of 8/8/25. With this information, no further compensation will be issued at this time. We have emailed the customer directly with this information. 

   

  Thank you

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

• Initial Complaint

  Date:08/04/2025

  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.

  Today, I thought I was calling Holiday Inn and placing a reservation for September *****, 2025, in **********. Did not know it was a third party until my bank called about a fraud charge on my ***** When I pulled up the e-mail it was ***************. They billed me. Several times I asked questions like when is the deadline that I can cancel the reservation or making sure I would get my points because I am a **************** member. I did not know the reservation was non-refundable until reading the e-mail. I called Holiday Inn and found out I was not talking to them. They said ******* but it was not Expedia. I called *************** because the services have not been rendered and no one said they would be taking the money out on my card now. It is not right to lie and mislead the consumer. I asked about cancellation because it is for a birthday celebration and my daughter is flying in and that is why I asked about cancellation.Cancellation Policy-This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Desk $17.99 fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.COVID-19 will not qualify as an extenuating circumstance for cancellation purposes.

  Business Response

  Date: 08/05/2025

  Greetings Ms. *************** am happy to assist you. Please provide your itinerary number along with the email address associated with the reservation to *****************************************************.

  In addition, I kindly ask to provide a screenshot of the email sent showing the company name you booked with, as both names "Reservations.com" and "Reservations Desk" was mentioned in your escalation. Please be advised, while both share the word "Reservation" in their name, they are not affiliated with each other. Providing this information will help us better assist you.

  Thank you and I look forward to assisting you!

  Kindly,

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

• Initial Complaint

  Date:08/03/2025

  Type:Customer Service 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.

  Today on august 3rd i tried booking a reservation for hyatt hotel in ********************* through reservations.com after i submitted all my ***************** info it charged my card but stated there was a problem with payment & to call ***************** i called & i received no *********** kept sending me to customer service which was a switch board. I checked my bank ************ card was charged $208.55 THREE TIMES from reservations.com after that i received a text from ***************** saying Hi, its Bodhi, as we discussed, when you are ready to reserve, please feel free to call us back at ************** or check out ************************************* reservations.com is a SCAM. do not book through them i deserve my money back.

  Business Response

  Date: 08/04/2025

  Greetings,

  We have emailed the customer directly requesting additional information to better assist. We kindly ask that you provide all requested details so that we are able to further assist you with this matter.

  Thank you and we look forward to assisting you.

   

  Kindly,

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