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:12/11/2023

  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.

• 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"