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:11/17/2023

  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 through a third party company and was not advised there was a service fee added to the total pricing of the charge upon checking out. There cancelation policy is not front and center and requires you to navigate and click on the right side to see it. They give options of refund and non refunds when checking out. When I made a few mock dates for the same hotel and same date the refund policy was random. One time you would have the option for a refund and the other times there was absolutely no refunds allowed. There are no options to pay extra for a cancelation policy and your chances of getting them are random and seem to be based on either an algorithm or luck which is not very professional. On top of this all major hotel companies allow some sort of cancelation policy as things happen. I caught my mistake within 30 min and tried to rectify the issue with being told that I could not get a refund. When I escalated the issue, they gave me an option that seems more like a scam. You have to cancel your trip first, then they will send a waiver to have your hotel canceled and its 50/50 with them keeping your money. They send a letter to the hotel within 7 to 10 business days and then wait for the hotel to get back to them. They are hoping that you have booked something within that window so they know they will get to keep your money. The supervisor was very careful with his wording as I was getting the policy out of him he kept stumbling and didn't actually know how it worked in detail other than what is mentioned above.

  Business Response

  Date: 11/20/2023

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

  Customer Answer

  Date: 11/26/2023

  When regarding legality on cancelation of hotel. When using their site, you can make many different reservations for the same hotel and same time period and their cancelation policy is random. There are no opt in or opt out on cancellations and nothing to pay extra. They hide their cancelation policy in a drop down menu and do not fully disclose any extra fees and they are not fully disclosing their what seems like a cancelation policy. For example you can book the same room and same dates 5 times. Randomly youll have it tell you that you are allowed to cancel and other times it will advise you have no cancelation policy and after booking you cannot cancel. When calling customer service even after catching it within 30 minutes let try and get you to not cancel. If you escalate it, they will offer you a cancelation only then. This part is questionable and how their cancelation policy works is this. You must cancel your reservation with them. It then goes to an internal group which you are not allowed to speak with. They then send a letter, which when I pressed a manger they could not clarify, it takes 7 to 10 business days to receive notification from the hotel about cancelling. If the hotel says its to close or will not cancel your reservation. My person opinion is they send a letter as theres no way any other digital message would take that long, your so close to your stay and the hotel wont let you cancel. You then get a rejection letter from reservation.com. At this point they did make this clear to me as they will keep your entire money for the stay and you wont have a hotel to stay at when you arrive. They are hoping you book a hotel within those 10 days to ensure you get no hotel stay and they get to keep 100% of your money and this should be illegal and should be investigated. 

  Business Response

  Date: 11/27/2023

  The hotel has approved a refund for 4 nights room and tax. They have confirmed that they will be charging one night room and tax.

  On behalf of Reservatinos.com, we have offered the customer a refund for the remaining amount including the service fee. We have emailed the customer directly. To proceed, please respond to the email directly so that we may further process a refund for the remaining amount to you.

  Business Response

  Date: 12/01/2023

  The hotel has approved of a 4 night refund, and has decided to charge one night room and tax.

  We have offered the customer a refund for the remaining night on behalf of Reservations.com, However, the customer has not provided the requested information for us to further assist regarding a refund for the remaining night.

  We kindly ask to close this case. Should the customer provide the requested information so that we can refund, we will then update the Better Business Bureau. 

   

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20887132
  
  I am rejecting this response because:
  When regarding legality on cancelation of hotel. When using their site, you can make many different reservations for the same hotel and same time period and their cancelation policy is random. There are no opt in or opt out on cancellations and nothing to pay extra. They hide their cancelation policy in a drop down menu and do not fully disclose any extra fees and they are not fully disclosing their what seems like a cancelation policy. For example you can book the same room and same dates 5 times. Randomly youll have it tell you that you are allowed to cancel and other times it will advise you have no cancelation policy and after booking you cannot cancel. When calling customer service even after catching it within 30 minutes let try and get you to not cancel. If you escalate it, they will offer you a cancelation only then. This part is questionable and how their cancelation policy works is this. You must cancel your reservation with them. It then goes to an internal group which you are not allowed to speak with. They then send a letter, which when I pressed a manger they could not clarify, it takes 7 to 10 business days to receive notification from the hotel about cancelling. If the hotel says its to close or will not cancel your reservation. My person opinion is they send a letter as theres no way any other digital message would take that long, your so close to your stay and the hotel wont let you cancel. You then get a rejection letter from reservation.com. At this point they did make this clear to me as they will keep your entire money for the stay and you wont have a hotel to stay at when you arrive. They are hoping you book a hotel within those 10 days to ensure you get no hotel stay and they get to keep 100% of your money and this should be illegal and should be investigated. 
  Sincerely,
  
  *********************

  Business Response

  Date: 12/08/2023

  As mentioned twice in our previous response, 

  The hotel has approved and refunded  4 nights room and tax back to the customer.

  ********************** has offered a refund for the remaining amount via check. Reservations.com has the ability to offer a PayPal refund if the customer chooses to expedite his refund process, however because the hotel has approved 4 nights only, Reservations.com only has the ability to issue the remaining amount via check or if the customer chooses, by PayPal. 

  We have offered the customer these options multiple times, however we have not received any response via email. Until this information is provided, we do not have the ability to forward a refund on behalf of Reservations.com.

  Please respond to the email directly with the requested information so that we may provide you with the remaining refund.

   

  Business Response

  Date: 12/11/2023

  Reservations.com has issued a refund via PayPal for the remaining amount as of 12/11/2023. PayPal will follow up with an email confirmation and posting time directly to the customer.

  We have marked this case "closed"

   

• Initial Complaint

  Date:11/16/2023

  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 from the hotel itself, and not a 3rd party app. Their interface mimicked the Hotel website which was misleading.I was booking for Saturday through Tuesday, but their interface only listed calendar dates. I chose the dates, but they were the wrong ones (which ended up being Sunday - Wednesday)Upon receiving the confirmation email I noticed the error and IMMEDIATELY contacted the hotel which is when I found out it was a 3rd party I booked from.When I contacted Reservations.com the woman said she could not change the reservation under any circumstances. And ended up hanging up on **** should not have to pay for a night in ******** when I won't be there.

  Business Response

  Date: 11/17/2023

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

  Business Response

  Date: 11/27/2023

  The hotel has confirmed that the reservation has been utilized, with a one-day early check out. The hotel has denied our request for a refund.

  Reservations.com has extended a refund for the last remaining unused night. We have emailed the customer directly regarding this information. Please respond to the email directly so that we may further assist you regarding a refund.

  Business Response

  Date: 11/29/2023

  The customer has been refunded for the last unused night. We have emailed the customer directly. We have marked this case "closed"

• Initial Complaint

  Date:10/26/2023

  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.

  Reservations.com charged a 'service fee' of $123.41 where no service (a real reservation) was provided. A request for refund was denied. There was no reservation transaction.

  Business Response

  Date: 10/26/2023

  At this time, we have refunded the customer's service fee. All charges held by Reservations.com have been fully refunded to the card used during the time of booking. With this information, please contact your financial institution with questions regarding processing and follow up. We have marked this case "closed"

  Customer Answer

  Date: 11/07/2023

  
  
  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:10/19/2023

  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.

  On October 14 2023 I booked one night at the ********** in Hardeeville SC. I was unaware the booking routed me to a third party reservation agent: reservation.com. When I arrived at the motel I was charged for seven nights rather than one: I was charged to stay until 10/21/2023. I have no need of seven nights as I already have bookings in other towns for this period of time. I did not book seven nights. I booked for 10/14 only. The motel would not refund the six nights that I did not reserve. They instructed me to call Reservations.com which I immediately did. Reservations.com agent Paul said the refund must be authorized by the motel manager after I check out. I checked out the morning of 10/15 and proceeded to Charleston per my travel plans. Thus I have been charged 542 dollars for seven nights when I stayed only one night
  Each party states the other must authorize the refund. ********** site manager Brenda P***** states her general manager must authorize the refund to Reservation Com who will then refund it. Reservation. Com states the general manager has not contacted them. I provided the general manager email as conveyed to me by Choice Hotels. Still, I have no communication from reservation. Com authorizing the refund of six nights dates 10/15-21/23

  Business Response

  Date: 10/19/2023

  We have refunded the customer for the unused 6 nights. As a one time courtesy, we have refunded the service fee. At this time, all refunds can take up to 7-10 business days to reflect to 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. We have marked this case "closed"

• Initial Complaint

  Date:09/27/2023

  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.

  We booked a Park and Ride with reservations.com at the **** ******* Plus in Manchester, New Hampshire. Upon arriving at the hotel, we found out there would not be a shuttle at the time of our flight, there would be a higher fee to park our car. We called reservations.com and the said we could cancell the booking and would be no refund. The hotel ordered a taxi that did not get us to the airport on time. If reservations.com is representing a hotel they should know what they provide. Poor customer service.

  Business Response

  Date: 09/27/2023

  We have emailed the customer asking for additional information. Please respond with the requested information so that we may further assist you regarding this matter.

  Business Response

  Date: 10/05/2023

  We have mailed the refund check to the customer. We have emailed the customer directly. We kindly ask the BBB to close this case. If the customer has any further questions, we advise to contact us directly at ************************. We have marked this case "closed" as the check has been mailed to the customer at this time.

  Customer Answer

  Date: 10/05/2023

  
  
  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:09/21/2023

  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.

  On Saturday I attempted to book 2 rooms for 1 night. I accidently booked 2 rooms for 8 nights. I immediately contacted Reservations.Com to cancel this reservation, before the 12am deadline and even thought it clearly states on confirmation email (see attached ******* Green Bay August I)that had until 12am to cancel I was told that reservations.com would not cancel this reservation.
  I then attempted to cancel the payment to reservations.com through ******* *** and was told that I needed to contact reservations.com.
  My second attempt to cancel with reservations.com I was told to go to the hotel, check in, and do an early checkout. In going to the hotel I again attempted to cancel the reservation and was told by the night person that only a manager would be able to do this and he would not be in until the morning. Believing that checking in and doing early checkout would solve my problem we checked in. At this time reservations.com charged my account $228.06 additional to the $2640.02, which I was told was the service fee? So now my $165.00 ($300.00 for both rooms) for 1NIGHT OF STAY has cost me $2868.08. In the morning and talking with the hotel manager, he stated this happens and that early checkout would solve my issue. After serval long phone calls with reservations.com I was told that they would refund my account $2310.00, even though my $165.00 ($300.00 for both rooms) a night rooms now cost me $279.04 ($558.08 for both rooms) I agreed just to get this resolved.
  Reservations.com sent me a confirmation email (see attached ******* Green Bay August II) and on this email it stated that my credit would take 7 to 10 days.
  After the 10 day period I reached out to reservations.com to find out when I would receive the credit and was told that ******* *** has my refund and that I needed to contact them.
  In reaching out to ******* *** I was told that they did not receive this refund and the best way to resolve this would be to dispute the amount I was to be refunded.

  Business Response

  Date: 09/22/2023

  We have confirmed with our billing team that the customer-initiated dispute has been resolved with the bank, and were successfully able to refund the customer as of today 9/22/2023. We have also extended a courtesy refund for the service fee as of 9/21/2023. We have emailed the customer directly regarding this information, and also advise that all refunds can take up to 7-10 business days to reflect back onto their account depending on their financial institution. We have advised the customer to contact their financial institution with questions regarding processing and follow up. We have marked this case "closed"

  Customer Answer

  Date: 09/26/2023

  
  
  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:09/20/2023

  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 booked 2 separate 1 night stays at ******* Inn Grenada MS. I thought I was booking through ******* Inn directly. When searching for ******* Inn the first several results come up as "Reservations.com" and it appears you are on a ******* Inn site. I am a ******* Inn rewards club member, and had no intention of booking with anyone other than ******* Inn.
  
  I realized this and tried to cancel my booking with Reservations.com and I was told while I could cancel the full fee would not be refunded. That the full fee would remain.
  
  Many people are having this same problem with Reservations.com. This appears to me to be an intentional business practice.
  
  I have also opened a case with ******* Inn so they are aware of this concern.

  Business Response

  Date: 09/20/2023

  We have emailed the customer directly regarding both reservations. Please respond to the email directly with your explicit permission so that we may further assist you regarding a refund.

  Customer Answer

  Date: 09/25/2023

  
  
  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:09/12/2023

  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 had booked a room at a hotel in Irving Texas for 5 nights. When I arrived the hotel had a power outage and the estimated time for the power to come back on was the next day, therefore I could not check in and had to stay somewhere else. I contacted Reservations.com and they told me to get it in writing that they would refund the room for that night. I got it written on my receipt when I checked out and summited it to Reservations.com. For2 week I have been getting the run around from them about refunding me the 1 night.

  Business Response

  Date: 09/12/2023

  The customer was refunded the one night per the hotel as of 9/7/2023. At this time, we are unable to refund any further amount as the one night room and tax has been refunded to the card used during the time of booking. Please allow up to 7-10 business days for this 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 emailed the customer directly with this information. We have marked this case "closed"

  Customer Answer

  Date: 09/14/2023

  
  
  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:08/31/2023

  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.

  Hello,
  I represent the hotel, ******* Inn - *******
  The website reservations.com has been misrepresenting my business on their website and google.
  The reservation.com has charged the guest more fees than we collect at the hotel.
  we had to deal with many upset customers for long period of time.
  I have been trying to contact their support team but no one has ever got back to me.
  I have emailed them several times.
  They are falsely advertising our hotel as ***** * on Google.

  Business Response

  Date: 09/06/2023

  Reservations.com has refreshed and corrected this listing. We have emailed the GM of the hotel directly with this information. If the error persists, please email us directly at [email protected] so that we may further assist you. We have marked this case "closed"

• Initial Complaint

  Date:08/29/2023

  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.

  On August 13, 2023 I booked a hotel reservation online. I thought I was on the hotel website as the link gave that impression. I cancelled the reservation within minutes after realizing I was not on the official hotel site. Reservation.com cancelation policy was not clear. I thought I would only be charged $19.99 as non-refundable. However I was charged the entire room rate PLUS $19.99.
  
  I placed a call to their support number. Was told I would be called back after they conferred with higher ups. They called back and said no refund. The site is very misleading and the cancellation policy is not clear.

  Business Response

  Date: 08/29/2023

  We have emailed the customer directly regarding his reservation. Please respond to the email directly so that we may further proceed regarding a refund. 

  Customer Answer

  Date: 08/29/2023

  
  
  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,
  
  
  
  *** *****