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:03/23/2023

  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 the hotel’s (Hampton Inn by Hilton Pleasant View) listed phone number directly to make my reservation to avoid a third party reservation. I did not realize that once I selected to make a reservation from the prompt it directed me to a third party. When I made the reservation, I asked if I was speaking with the hotel directly because we were part of a school group that was staying there for a sports tournament. I wanted to get rooms close to the other players and also needed the ability to check out early from my reservation if we were eliminated from the tournament. When I contacted the front desk on 2/23 advising were would be checking out early on 2/24 I was advised the reservation was made through a third party and would have to contact them. This was my first understanding that the reservation was made through a third party. I contacted **************** on 2/23 and was told to contact them at check out to give them the name of the party checking us out at the hotel to authorize the early check out. I followed the instructions and confirmed with the hotel manager Amy B******** (************* that she received a call from **************** and confirmed our check out. I was told it could take 7-10 days to authorize the credit. I received an email confirmation from **************** they were working on authorizing my credit. Finally on 3/12, they sent an email wanting proof on Hotel letter head that the “hotel agreed to compensate for my reservation”. I contacted the hotel asking if they could provide me with a statement for the charges for the days which we were at the hotel. I was advised they could not because all charges were made directly with ****************. During this call I asked how I could of ended up making my reservation through a third party when I called the hotel directly. I was advised once you hit the prompt for reservations it takes you to a third party. I advised them I think this is deceptive especially for a Hilton hotel. I am happy to pay for the days which we stayed at the hotel and their service fee which was charged seperately. The charge for the rooms was $566.23 for 3 nights. We did stay 2 nights so I am disputing the charge for the third night of $188.74. I have disputed the $188.74 with my credit card company. Thank you for your help in this matter.

  Business Response

  Date: 03/31/2023

  The customer was refunded $188.74 back onto the card used during the time of booking. All refunds can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution. Please contact your financial institution with questions regarding processing and follow up. We have marked this case "closed"

• Initial Complaint

  Date:03/16/2023

  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 made a reservation at the ******* Hotel in Colorado Springs, CO for the nights of 3/12 & 13. At the end of the online reservation process I was asked to provide a credit card number. Thinking that I was using The ******* own website and the credit card number was just to hold the room, I provided the number. On 3/10, I canceled the reservation directly with a call to The *******, I was told that there would be no charge as the cancelation was made with sufficient notice. When I received my credit card bill I was charged $19.99 and $313.53 by reservatons.com. I called The ******* and was told, again, that I was not charged by them, that my cancelation was made with sufficient notice, and that I owed the hotel nothing. I then called Customer Service at reservations.com and was told that both the $19.99 service charge and the charge for the room, $313.53, would stand and not be refunded to me. I question why reservations.com should be entitled, and receive the charges for the room when the hotel, itself, cleared me from any charges. While I fault myself for not looking more closely at the website on which I made the online reservation, I believe reservations.com's use of graphics of The ******* Hotel, so as to appear to be the hotel's own website to be misleading and improper if not fraudulent and illegal. Your assistance in obtaining a refund of $313.53 would be greatly appreciated. Because of what I perceive to be improper business practices by reservations.com, I feel entitled to additional compensation. But--lesson learned, and I will not use reservations.com again--either intentionally or unintentionally. I'll be watching for them!

  Business Response

  Date: 03/21/2023

  The customer has been refunded in full. We have refunded the service fee in addition to the room and taxes. All refunds can take up to 10-15 business days to reflect back onto your account depending on your financial institution. We do advise contacting your financial institution with questions regarding processing and follow up. We have marked this case "closed"

  Customer Answer

  Date: 03/21/2023

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

• Initial Complaint

  Date:03/09/2023

  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 booked a room for my son **** ****** on March 2nd at travel lodge by Wyndham in Elko Nevada. when **** presented at the lodge he was told he was on the do not rent list and was turned away. we think he was refused because of an earlier stay where he wrote a poor review although that was not stated. I then contacted reservations.com for a refund. I was told they would contact their hotel partner and get back to me. after several subsequent calls I was told they had contacted the lodge and verified that **** was refused and turned away, and they would forward request to their billing dept. today I received an email saying they would not refund the $68.50 due to the unique contract I signed. I gave them a credit card and signed nothing.

  Business Response

  Date: 03/09/2023

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

• Initial Complaint

  Date:03/09/2023

  Type:Billing 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 needing a motel room for a few nights to attend a “Celebration of Life” event. I called the reservation number listed on the Tomah, WI ******* *** ******* website. I did not know and was not made aware that it was a 3rd party booking site. It was difficult to understand the representative as they spoke very poor English. The representative made it sound like I needed to book quickly as there was only one room left at this low price. (This was a lie). I had forgotten to ask a question about the room so I dialed the front desk number and got an English speaking person and asked my question and out of curiosity I asked her if I could check on room availability and cost for my 3 night stay and was given a price over $130 cheaper than the price I had just booked it for by calling the reservation number. I immediately called the reservation number back and cancelled the reservation through them. I did not get charged for the room but was charged over $30 for the 15 minutes I had a reservation through them. This service is a scam and should come with a disclaimer on the hotel website and it should be clearly stated at the beginning of the booking process.

  Business Response

  Date: 03/09/2023

  All charges have been fully refunded to the customer. We have refunded the service fee in addition to the Room and Taxes as a one time courtesy. We have emailed the customer directly regarding this information. We do advise contacting your financial institution with questions regarding processing and follow up at this time. Reservations.com no longer holds any charges on the card used during the time of booking. We have marked this case "closed"

  Customer Answer

  Date: 03/10/2023

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

• Initial Complaint

  Date:03/06/2023

  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.

  I was unaware when booking a hotel reservation that I was using this site - I thought it was the hotel site. I was booking 3 rooms for a business trip and would never go through a third party site intentionally. The rooms were at the **** ******* Premier in Harrisburg PA for May 9. I saw no indication of the service charge or the non refundable policy until the transaction completed when the charge was over $100 more than it should have been and I got a message that the charge was nonrefundable. I called the company and they refused to refund the charge.

  Business Response

  Date: 03/20/2023

  All charges have been fully refunded to the card used during the time of booking. Reservations.com no longer holds any charges. All refunds can take up to 7-10 business days to reflect back onto your account depending on your financial institution. Please contact your financial institution with questions regarding processing and follow up. We have marked this case "closed"

• Initial Complaint

  Date:03/01/2023

  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 2-20-2023 I made a reservation for ******* *** and Suites in Prairie Du Chien, Wisconsin on reservations.com. Itinerary Number: *************. The fees were completely hidden on the website (see attached photo). After I clicked to complete the purchase in what I thought would be a purchase of around $250 I got my confirmation email that was a $310.62 total. I called within 6 minutes to cancel due to the HIDDEN fees. I got the run around that since I called within 24 hours they would put in a courtesy try of getting a refund but they also said that it would cancel the room. Meaning if the refund was denied I would be without my $310.62 that has already been charged and a room. I finally got an email on 2-26-2023 (also attached) stating that they contacted ******* *** & Suites and that they are unable to provide me a refund. I contacted the headquarters for ******* *** and Suites and they said there was no way they were contacted about a refund because of it being a 3rd party. Reservations.com pretends to contact the hotels for a refund. When I search my itinerary number on reservations.com it shows the status as cancelled. Meaning I am out $310.62 and my hotel stay. This website is scam and hides their fees.

  Business Response

  Date: 03/02/2023

  Emailed customer asking for information regarding a refund. Please respond to the email directly so that we may proceed with your refund. 

  Customer Answer

  Date: 03/06/2023

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

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service 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 17tg I made a reservation with national **** Inn in Longmire Washington for March 2-4. Although I didn’t realize that at the time the reservation was not refundable. My partner was unable to keep the trip planned, I needed to change the reservation by one night too March 3-5 and change the occupant of the second room.. The room rate was $133.68 a night and I was booking two rooms for two nights. With the $40 reservation fee the entire trip was $708.38. When I tried to change the reservation by one day they advised me that it would cost me $151 per room to change the reservation. I asked to speak to a supervisor, who told me that that was a penalty fee. I believe this is Usery.

  Business Response

  Date: 03/02/2023

  We were able to cancel the reservation without penalty. All charges have been fully refunded back to the customer including the service fee, so that the customer can rebook with the hotel directly. Please contact your financial institution with questions regarding processing and follow up at this time. We have marked this case "closed"

  Customer Answer

  Date: 03/03/2023

  
  
  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.
  
  Thank you so much, I really didn’t expect them to change their policy. You have been very helpful. One comment, on your message with the code to retrieve this message. If you separated the link by one line from the code, it would make it easier to copy the code to paste. Thanks again.
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/27/2023

  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 believed I was on the website for comfort inn and suites south in Calgary. The currency was not shown with the price so I believed I was paying in CAD. The price shown was $242.90. As soon as I submitted my payment info, my confirmation email came with a total that turned out to be USD. I contacted the hotel and they said it wasn't them as they do not take payment upon reservation. I then contacted reservations.com and they told me it was non refundable. This company is shady, and borderline fraudulent at best. The best they will do is cancel and put in a refund request which in turn they will just say no, and I'm out my 350 cad.

  Business Response

  Date: 03/01/2023

  Emailed customer directly asking for further information. Please respond to the email directly so that we may further assist regarding a refund.

• Initial Complaint

  Date:02/21/2023

  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 thought I was booking directly through **** hotel in Kalamazoo, MI through their website on February, 16th 2023. There was no affiliation with reservation.com visible while booking my reservation. After entering my credit card information there was no chance to review my transaction prior to submitting and immediately received confirmation that it was booked. It wasn't until I received my email that I had realized it was through reservation.com and not ****. I immediately called them and was told that I there is a zero refund policy. They submitted my cancelation request to the billing department and was told I would hear back from them within 7 days via email. I asked for the contact information for this particular department and the customer service representative was rude and claimed that they didn't have that information and that I would need to wait for an email. Though they submitted my request there is no guarantee that it will be approved. I am absolutely disgusted by this company and how they can obtain all of your information so quickly, sneakily and unrecognizable but I have no way of speaking to anyone that can resolve my issue other than a customer service representative that can do absolutely nothing for me. I will also be filling out a proper complaint against this company and will seek the help and refund that I deserve.

  Business Response

  Date: 02/24/2023

  We have refunded the customer for the full amount including the service fee. We have emailed the customer directly informing to allow 7-10 business days for this to reflect back onto their account. We do advise contacting their financial institution with questions regarding processing and follow up. At this time, Reservations.com holds no further charges. We have marked this case "closed"

  Customer Answer

  Date: 02/28/2023

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

• Initial Complaint

  Date:02/21/2023

  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 went to what I thought was americinn's web site did not show any kind of fee for the reservation until it showed on the receipt called the company right away to cancel told them that their site looks like you are on americinn's web site they said there is no worry they would refund me all of my money they refunded all but a $19.99 fee after looking in to this how long this company has been in business and has not been shut down is ridiculous total scam web site

  Business Response

  Date: 02/21/2023

  Customer has disputed charges. We have confirmed that the service fee is currently in "Chargeback" status. At this time, we are unable to refund the customer until this has been cleared on our end. Please respond to the email directly with the information requested so that we may work towards clearing this status and processing a refund. 

  Business Response

  Date: 03/15/2023

  The room and taxes have been fully refunded to the customer during the time of cancellation as of January 31st, 2023. All refunds can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution. We do advise contacting your financial instituion with questions regarding processing and follow up. This information has been sent to the customer via email. We do currently show that the service fee is being disputed and is currently "pending" on our end. We have notified the customer that once this dispute is cleared from our end, we will issue a refund for the service fee and notify the customer immediately. 

  Customer Answer

  Date: 03/22/2023

  Complaint: ********

  
  

  I am rejecting this response because: reservations.com is still trying to dispute this with my credit card company saying that i owe the money even though they say they are going to refund the money,  they are dragging it out as long as they can 

  
  

  Sincerely,

  
  

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