Complaints

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

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  Reservations.com

  390 N Orange Ave STE 1605 Orlando, FL 32801-1675

• 

  Reservations.com

  85 Broad St # 29-106 New York, NY 10004-2434

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 15, I made a reservation with Reservations.com. To stay at the ************************* in ****** for two nights. I check in on February 15 and check out February 17. I arrive at the hotel and they tell me they would be adding another fee, that needed to be put on a credit card. I did not have a credit card. So my reservation was cancelled. Reservation number R2094626435. Reservation.com purchase number was *************. I paid $304.52. ******* Hotel told me to get my refund from Reservation.com. I contacted Reservation.com by email, on February 16. They responded by saying that the booking was prepaid and the full amount was charged. They also said there was no cancellation on their system (MJ, Customer Support). I followed up with ************** on the 17th and they said the reservation was cancelled on the 15th. I keep calling reservation.com and I get hang *** or they just keep you on hold, until you hang up, if you choose option 4, the system disconnects. *************) Bottom line I just want a refund, because there were no services done.

  Business Response

  Date: 02/21/2024

  All charges held by Reservations.com have been fully refunded at this time, and could take up to **** business days to reflect back onto your account depending on your financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up. We have notified the customer via email.

  We have marked this case "closed"

  Customer Answer

  Date: 02/22/2024

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

• Initial Complaint

  Date:02/17/2024

  Type:Sales and Advertising 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 found duplicate and unwarranted fees all over my credit card page. I had to dispute the charges, discontinue the card, and file for a new one. I didn't even know I was dealing with a third party. From now on, I call hotels directly.

  Business Response

  Date: 02/19/2024

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

  Customer Answer

  Date: 02/19/2024

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

• Initial Complaint

  Date:02/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb. 16, ****, I located a Marriott-operated hotel online and reserved a room in *************, with two queen **** for one night. Itinerary Number: *************. The website had the Marriott name and logo; Marriott was listed in the **** the photos and layout were all the same as the real Marriott site. I had no idea I was actually booking with another company. The identity of Reservations.com only became clear when I received an email confirmation from them instead of Marriott.I did not choose Reservations.com, I did not elect to do business with them, and I had no idea that I was being deceived into booking with someone else and at a much higher rate.The same day I made the reservation, and before the charges posted to my credit card account, I contacted ********************** about the booking. They told me they could cancel the reservation, but they would not give my money back, since it is their policy not to give refunds. Reservations.com charged me $251.00 for the room, $61.30 for ***** and fees, and an additional service fee of $28.87. The total charged by Reservations.com was $341.17. ********'s actual price for the same room, on the same night is $184. This is the base price, not a discounted offer or promotional offer. I paid Reservations.com $251` for the same room. That is $67 more than ********'s real price for the room.The hotel tax in MS is 7%. The additional economic development tax charged by ************* is 2%. The tax I should have been charged, based on Reservation.com's price = $22.59. The tax I paid to Reservations.com = $61.30, or nearly triple the amount.In addition to overcharging for *****, Reservations.com overcharged for the room itself, while presenting themselves as ********'s website. I was deceived into thinking I was booking with ******** for the correct price.********'s total price for the room + MS ***** would have been $200.56. Reservations.com's total price was $341.17.

  Business Response

  Date: 02/19/2024

  All charges held by Reservations.com have been fully refunded and could 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 at this time. 

  We have marked this case "closed"

  Customer Answer

  Date: 02/19/2024

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

• Initial Complaint

  Date:02/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in a hurry to book a hotel reservation on 2/14. I searched for the name of my hotel and clicked on the first link on the page and quickly booked a one night stay. Within about 1 min I realized I had booked a hotel by the same name but in the wrong city. Also the charges came from Reservations.com, not the actual hotel. And the charges were for much more than was shown on the website that looked like the hotel's website. Over $100 in taxes and an almost $40 service fee. Within 5 mins I called Reservations.com to explain my mistake and I was informed the charges were all non-refundable but they would supposedly talk to the *** hotel to see if they would ***** an exception and refund my money. I unsurprising received an email two days later stating *** will not refund my money (which I don't believe because if I booked directly with them I'm sure they would refund the money for a mistake like this) so Reservations.com would not provide a refund.

  Business Response

  Date: 02/19/2024

  All charges held by Reservations.com have been fully refunded at this time and 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: 02/19/2024

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

  Customer Answer

  Date: 03/03/2024

  I still have not received a refund for the hotel room.  I should be getting $462.04 back.   I only received a refund for the $39.79 Reservations.com fee charge so far.

  Customer Answer

  Date: 03/12/2024

  I still have not received a refund for the hotel room.  I should be getting $462.04 back.   I only received a refund for the $39.79 Reservations.com fee charge so far.

  Business Response

  Date: 03/13/2024

  We have reviewed this information, and have confirmed that a refund was not processed as of 2/19/2024.

  We have rectified this error, and have confirmed with our accounting team that a refund for the full amount has been issued to the customer as of 3/13/2024. We kindly ask to allow 7-10 business days for this to reflect back onto the customer's account depending on their financial institution. We have advised the customer to contact their financial institution with questions regarding processing and follow up at this time.

  We have marked this case "closed"

  Business Response

  Date: 03/21/2024

  We have reviewed this information, and have confirmed that a refund was not processed as of 2/19/2024.

  We have rectified this error, and have confirmed with our accounting team that a refund for the full amount has been issued to the customer as of 3/13/2024. We kindly ask to allow 7-10 business days for this to reflect back onto the customer's account depending on their financial institution. We have advised the customer to contact their financial institution with questions regarding processing and follow up at this time.

  We have marked this case "closed"

• Initial Complaint

  Date:02/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, 6 Feb 24, I logged into Holiday Inn to reserve a room. Unknowingly, I was switched to reservations.com website. I booked a room for 2 nights. I had to depart a day early and spoke to the hotel front desk. They were ok canceling my 2nd day. I call reservations.com to receive credit for the 2nd canceled day (approx $160). They are refusing, stating their policy is cancellation must be 48 hrs prior. I explained the hotel ok'd it; reservations.com wants me to provide name of employee who granted permission for me to leave day early. I have absolutely have no idea of the person name and I feel like I'm being to provide a note from my parents to allow me to leave school early.I really don't like how you switched from the hotel's website to reservations.com. It's like a bait and switch.

  Business Response

  Date: 02/22/2024

  We have contacted the hotel, and have been approved to offer the customer a partial refund for the second unused night. All refunds can take up to **** business days to reflect back onto the customer's account depending on their financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up. We have emailed the customer directly regarding this information.

  We have marked this case "closed"

  Customer Answer

  Date: 02/22/2024

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

• Initial Complaint

  Date:02/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Saturday, 02/10/2024, at 2:19 pm reserved a Hotel room of *************************** *********** ** through Reservations.com. I was misled by the appearance of their website and actually thought I was booking through the genuine system of Great Wolf Lodge Water Park. Then, I called them just 25 minutes later, 02/10/2024 at 2:45 pm and asked for a cancellation and refunding. Received email from them on 02/13/2024 stating that any refund was refused. Then called them on 02/13/2024 asked about my refund and they refused again, stating it was NON REFUNDABLE. At least, I believed then if its NON REFUNDABLE, I'll just have the room to stay. If I'm forced to pay $541.55, then I'm should take the room. However, they just cancelled the room from Great Wolf Lodge Water Park side (Cancellation Number: ********), and keep refusing a refund to me either. Therefore, NO refund, and NO room! How ridiculous it is!! Reservation Number: R457667264, Itinerary Number: *************.

  Business Response

  Date: 02/14/2024

  All charges held by Reservations.com have been fully refunded at this time and could take up to **** business days to reflect back onto your account depending on your financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up.

  We have marked this case "closed"

  Customer Answer

  Date: 02/15/2024

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

• Initial Complaint

  Date:02/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/8/24 I went to the Hyatt.com website to book adjoining rooms for 3/31. Unbeknownst to me, I was on a reservation.com website that deceptively mimics the actual hotel website. Could not book adjoining rooms online so i had to call the toll free number, again not realizing this was not Hyatt. They booked me the two rooms and emailed me the confirmation letter. Upon reviewing the confirmation I noticed that the cancellation policy is shown as "non refundable". I was never told this over the phone and when I called reservations.com to dispute they told me they would review the transcript of the call to see if the agent neglected to mention the cancellation policy, and get back to me in 3-5 days . When I requested a copy of said transcript they told me they do not provide that. So I have no way to verify the validity of whatever they claim was said on the call. This, coupled with their mimicking of legitimate hotel sites specifically to trick consumers, is extremely unethical.

  Business Response

  Date: 02/14/2024

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

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation through Reservations.com on for a hotel room. However, myself, my child, and my husband came down with influenza A and were unable to utilize the hotel. I contacted the company on Thursday regarding my reservation for Saturday and not being able to attend due to illness and that it would also put others at risk. They stated they cancelled the reservation but would need to wait to see if they could refund the money. They have denied this request even though I have submitted proof of my positive lab result and asked to speak to a manager. I have researched since and found that this company has done this to many others. It costs us $200 dollars which we don't have extra due to me being off work as well./

  Business Response

  Date: 02/13/2024

  All charges held by Reservations.com have been fully refunded at this time and could take up to **** business days to reflect back onto your account depending on your financial institution. With this information, we do advise contacting your financial institution with questions regarding processing and follow up.

  We have marked this case "closed"

• Initial Complaint

  Date:02/10/2024

  Type:Service or Repair 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.

  Booked a hotel reservation through "reservations.com" and the hotel has no record of the reservation. We do have a confirmation email but the hotel is unable to use the reservation numbers provided. "Reservations.com" initially told us they would not refund us and the only option would be to switch us to a new hotel. This is not an option for us as we are staying at a hotel with additional family in close proximity to a hospital to allow us visit a family member in the hospital. After waiting on hold while sitting in the hotel lobby for over an hour they finally agreed to refund the money but said it wouldn't be processed for **** business days.

  Business Response

  Date: 02/12/2024

  All charges held by Reservations.com have been fully refunded at this time and could take up to **** business days to reflect back onto your account depending on your financial institution.

  With this information, we advise contacting your financial institution with questions regarding processing and follow at this time.

  Customer Answer

  Date: 02/12/2024

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

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb 1st the money($847.38)for our reservation was taken out for an Feb ****th reservation and after getting to our destination and being told we have to leave. We were told to call to get our refund because without this money we are stranded away from home. Weve had several phone calls and were told wed speak to someone higher up and that has still yet to happen even after requesting several times to speak to someone of higher authority to assist us. **** explained the situation about getting a refund and have gotten several different time frames in which to expect this money back and have gotten next to no help about this money and need to see it sooner rather than later due to the circumstances of being stranded.

  Business Response

  Date: 02/10/2024

  We are unable to locate the customer's reservation. We have emailed the customer directly regarding additional information. Please respond to the email directly so that we may further assist.