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:12/12/2023

  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.

  Called to get reservation to **********. I was routed to ********** **. I was charged $373.10 plus the $24.10 to route me to *******. I did not want to go to **********, **. We got to ******* and we stayed the night. I did not care about them telling me about the reservations to **********, **. I would like a refund I would like a refund for the $373.10 plus the $24.10.

  Business Response

  Date: 12/19/2023

  The hotel has denied our request for a refund as the booking was made as a "Non-Refundable" reservation.

  As a courtesy, Reservations.com has offered a refund on behalf of Reservations.com for the full amount including the non-refundable service fee as a courtesy for the inconveience.

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

• Initial Complaint

  Date:12/11/2023

  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.

  This company defrauds people. I thought I was on the ******* website. I was somehow redirected to this sham that sold me a stay at a Hyatt that was nonrefundable. It was not clearly marked and was not clear that this was a different company. When I called to change or cancel my reservation, they declined telling me the reservation was not cancellable and not changeable.

  Customer Answer

  Date: 12/12/2023

  They claim they are sending me a refund.  Will know in the next **** days. Will update accordingly.

  Business Response

  Date: 12/19/2023

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

  Customer Answer

  Date: 01/03/2024

  I confirm that they did refund the charges. Thank you for your assistance.

  Customer Answer

  Date: 01/18/2024

  I confirm that they did refund the charges. Thank you for your assistance.

• Initial Complaint

  Date:12/11/2023

  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.

  On 5/28 I made a hotel reservation #******* thru reservation.com. There was no final preview screen before order went thru. I needed room on 5/29 not 5/28. I immediately called them to correct date and received no help at all from reservation.com. To correct date error they advised only Hotel can approve refund. I have contacted the hotel and they approved refund but refund has to be processed thru reservation.com and they continue to tell me they will look into and still have not refunded it back. I have called ************ many times. It has been 6 months and They have given me the run around over and over and keep saying they will submit ticket to refund the ****** .Same thing happens each time I call. Not sure what else to do . Feel so scammed Thank you ***********************

  Business Response

  Date: 12/19/2023

  The customer has booked their reservation with "BookOnline.com" and not with "Reservations.com"

  Please note that both companies are two separate and different entities, and are not associated with one another. We advise contacting BookOnline.com for further assistance regarding your reservation.

  Please close this case as Reservations.com is not associated with "BookOnline.com" and is unable to further assist as this is not the correct company.

  We have marked this case "closed"

• Initial Complaint

  Date:12/08/2023

  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 thought I was booking a hotel room directly through the hotel site for $130. It turns out, it was through reservationscenter.com. I never received a confirmation email. I checked my bank acct, and they charged me $180.95. I called the 800 number and spoke with a rep who kept trying to just offer me 10% off instead of refunding me. I was told that a refund “should” be processed and to wait 10 business days before I call them back. Very misleading and a SCAM!!

  Business Response

  Date: 12/11/2023

  In the customer's description, they have mentioned that they have booked through "Reservationcenter.com". We are "Reservations.com". Please note that although both companies use "Reservations" in the name, we are two separate entities.

  We have also reviewed the information provided with the BBB, and we are unable to locate any reservation.

  We kindly ask to close this case as the customer has reserved their booking with "Reservationscenter.com" and not "Reservations.com."

   

• Initial Complaint

  Date:12/04/2023

  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 booked a Hotel - Holiday Inn ***************. Thought I was on the Hotel site.. NO where on the site did they tell me I was being Charged in ** funds and that I would also be charged a Booking fee.It did say on the site that the booking was Non refundable... I asked for it to be Cancelled once I received the Booking confirmation and realized that I had been charged about $80more than what showed on the screen..Reservations say there is nothing they will do as the booking is Non refundable It showed on screen Total $179.31... I was billed $249... This should be illegal!!

  Business Response

  Date: 12/05/2023

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

  Business Response

  Date: 12/05/2023

  All charges held by Reservations.com have been fully refunded at this time. Please note that all refunds can take up to **** business days to reflect back onto your account depending on your financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up. We have marked this case "closed"

  Customer Answer

  Date: 12/15/2023

  Good Morning 

  just letting you know that I have received the email from the vendor on Dec 5 saying I will receive a full refund within 10 business days. Dec 18 th. So Im waiting until then until I do further action. I have a partial refund approx 85% of what I was charged. 
  thanks

• Initial Complaint

  Date:11/30/2023

  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 attempted to make a reservation at the CLive ********* I made it by phone call and they gave me a reservation number for it. A few minutes late ? got a text message from my credit union about possible fraudulent activity, which turned out to be connected to Reservations.com. In talking with the credit union they suggested I check and see if in fact I had a reservation. When I called the hotel directly they told me I didn’t have a reservation but made one for me (at half the price of reservations.com!!). I called the credit union back who helped know what I could do to cancel the bogus reservation. The reservations.com web page did not allow me to cancel.

  Business Response

  Date: 12/01/2023

  We have emailed the customer directly regarding a cancelation and refund. Please respond to the email directly so that we may further assist you.

  Business Response

  Date: 12/01/2023

  We were able to contact the hotel and get the reservation canceled without penalty. We have refunded the customer in full. All refunds can take up to 7-10 business days to reflect back onto the account depending on the customer's financial institution. With this information, we do advise contacting your financial institution with questions regarding processing and follow up.

• Initial Complaint

  Date:11/29/2023

  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.

  Date of Transaction:
  11/09/23- HOTEL*RESERVATIONS.COM 855-956-2201 WA
  Amount of Money:
  Total: USD $1,882.17 (including taxes and fees)
  Nature of Dispute:
  Full refund upon Cancellation not given.
  Only received refund on 11/25/2023 for $1,108.86 USD
  Difference: $773.31

  Business Response

  Date: 11/30/2023

  All charges held by Reservations.com have been fully refunded at this time. All refunds can take up to 7-10 business days to reflect back onto your account depending on your financial institution. With this information, please contact your financial institution with questions regarding processing and follow up. We have marked this case "closed"

  Customer Answer

  Date: 11/30/2023

   
  
  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:11/27/2023

  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.

  Date of Transaction: 11/25/23
  Total amount lost: $202.00 + Taxes
  Nature of dispute: 3rd party did not identify itself during transaction of a reputable hotel chain reservation
  Business resolution? Tried without success
  RN ********** ** ************* 
  
  On 11/25/23, I made a reservation at the ** ****** in Maricopa, Arizona. During the payment procedure, I was sent to a third-party website known as reservation.com without my knowledge. Upon receiving my confirmation email, I discovered that two accommodations had been reserved as opposed to the initial one. Despite my prompt correspondence with reservations.com, they categorically declined to issue a refund. It is unclear whether I inadvertently reserved two rooms rather than one, or whether their system erred and caused extra booking. During the payment process there is no “review booking” prior to confirming and being charged. Once your payment is inputted, you select “Next” and you’re charged. Regardless, they were contacted within minutes of the issue being identified through the confirmation email and they are refusing a refund for one of the rooms. Correspondence is included.
  
  From: Customer Support
  Sent: Saturday, November 25, 2023 6:36 PM
  To: ******* * <>
  Subject: Re: reservation
  
  Dear ********
  
  Thank you for contacting Reservations.com.
  
  Please be advised that if reservation will be cancelled no refund will be processed. Our ability to provide a refund depends on the policy of the booking that needs to pass on.
  
  We apologize for any inconvenience.
  
  Sincerely,
  
  ******* Customer Support
  Reservations.com
  ************  From: Customer Support
  Sent: Saturday, November 25, 2023 4:42:26 PM
  To: ******* * *>
  Subject: Re: reservation
  
  Dear Customer,
  
  Thank you for contacting Reservations.com.
  
  We reviewed your issue again to confirm that we did not overlook anything that might support a more favorable resolution. There is nothing we can add to what has already been stated in our previous correspondence. Although we empathize with the situation, we are truly unable to assist you further in this matter.
  
  
  Sincerely,
  
  ***** Customer Support
  Reservations.com
  
  
  From: Customer Support
  Sent: Saturday, November 25, 2023 4:31:28 PM
  To: ******* * <>
  Subject: Re: reservation
  
  Dear Customer,
  Thank you for contacting Reservations.com.
  
  Please be advised that your reservation holds a non-refundable cancellation policy, as a result full amount will be charged if you choose to cancel your reservation.
  
  If you wish to speak to a customer support agent, please call us at 855-956-2201.
  
  Sincerely,
  
  ***** Customer Support
  Reservations.com
  
  

  Business Response

  Date: 11/28/2023

  We have written the customer directly. Please respond to the email directly so that we know how to proceed with your request.

  Business Response

  Date: 11/28/2023

  We have processed a refund for the 1 room as of 11/28/2023 and a refund for the service fee as a one time courtesy as of 11/27/2023.

  All refunds can take up to 7-10 business days to reflect back onto your account depending on your financial institution. With this information, please contact your financial institution with questions regarding processing and follow up at this time.

• Initial Complaint

  Date:11/21/2023

  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.

  11/21/2023 I was making a reservation on ******* hotel.com and proceeded to make a room reservation and the url changed without any notice to the header being reservations in front of the ******* hotel. Reservations.com charged me $219.20 for the room a night with added fees and a resort fee on top of it. The total was too high from what the hotel was able to provide. It ended up being $210 dollars more than what the hotel booking would be. I requested to cancel it and they said they would but the cost was not refundable. It is a fraudulent behavior.

  Business Response

  Date: 11/27/2023

  We have issued a full refund for the room and taxes as of 11/22/2023. We have refunded the customer of the service fee as of 11/27/2023.

  All charges held by Reservations.com have been fully refunded at this time. All refunds can take up to 7-10 business days to process onto the card used during the time of booking. With this information, please contact your financial institution with questions regarding processing and follow up.

• Initial Complaint

  Date:11/21/2023

  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.

  I booked a room through reservations.com for one night. I explained I do not have a credit card and cannot pay for a deposit. The agent went forward booking the room and charged my card. When I arrived to the hotel I was told they cannot book a room without a deposit plus there is an additional charge for a service fee. The agent made no mention of this additional charge during my booking.
  
  Unable to gain access to the room that I booked, I called reservations.com back and demanded a full refund and stated the aforementioned. The “supervisor” told me the hotel has denied my refund request. I reintegrated that the charge on my card came from reservations.com , not the hotel. They Refused to issue me a refund although I was unable to gain access to the room and blamed ********* Hotels. This is bad business as I was misinformed and denied my refund. ********* Hotels expressly stated that I needed to resolve my dispute with reservations.com since they are the company that I did business with. I want this company thoroughly investigated as no one should be charged for a service or room they cannot have access to!!

  Business Response

  Date: 11/27/2023

  The hotel has denied a refund at this time. We have offered a refund on behalf of Reservations.com. We have emailed the customer directly. Please respond to the email directly so that we may proceed with a refund.