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:01/24/2024

  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 was searching for hotel accommodations through ****** and accidentally ended up on their website. Nothing indicated I was on an affiliate website and not the real thing. I was led to believe there was only one room left for the dates I was searching for, I was quoted a price that turned out to be $100 per night more than the actual price (I found this out after), there were almost $150 in "fees" added to my bill, plus a "non-refundable service fee". Then, when I clicked reserve (I was still unaware I was not booking through the hotel) they billed my credit card for the entire amount. When I got the bill, I was shocked and tried to cancel right away, but the link provided in the email wouldn't work, and when I tried calling, I had to call repeatedly because their system kept disconnecting my call.

  Business Response

  Date: 01/25/2024

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

  We have marked this case "closed"

  Business Response

  Date: 01/25/2024

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

  We have marked this case "closed"

  Customer Answer

  Date: 01/26/2024

   
  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:01/24/2024

  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 am a ******** searching for a hotel at a ******** airport paying in ******** funds. I was charged US dollars. After going back to check, that detail was at the bottom of the page in fine print. I booked on my phone. I just booked this stay in the last 30 minutes and then realizing what happened I contacted the site and they refused to correct their mistake. The price I thought I was paying was in line with the other ******** rates I had seen so it feels quite deceptive. It was listed at $264 with tax.

  Business Response

  Date: 01/24/2024

  Once a reservation has been confirmed, Reservations.com does not have the ability to convert payment.

  We have offered a refund via PayPal for the difference in the amount as a courtesy to the customer. We have emailed the customer directly regarding this matter. Please respond to the email directly so that we may further assist you regarding a refund.

   

• Initial Complaint

  Date:01/23/2024

  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 googled ******* because we needed a last minute hotel room and I clicked the phone number listed for the hotel in ********, ****. I was incorrectly linked to a reservations.com agent. I specifically asked if this was the ***************** ********, **** and the representative said yes it was. That was a lie. We were over charged $247 in tax fees. The rates were significantly higher than the rates listed on the website. I was quoted a price and charged more than the price I was quoted. I called the hotel to get a refund and they said they couldn't help me because the reservation wasn't made with them. I said I most certainly made it with them and said I made it through expedia. I called expedia and they had no idea what I was talking about. After doing further research I realized the reservation was made through Reservations.com and the representative I spoke to lied to me about who he was. Itinerary number was H7862566 and the reservation was made under my husbands email address ****************** I called them and was not helped at all. They went back and forth with me kept putting me on hold and now they said I need to wait for a call back from the ticket people. I asked to speak to a supervisor and was told I could not and would need to wait for an email from the ticket service people. This whole website seems fraudulent. The representative never identified themselves as a third party vendor. I am still waiting for a confirmation of a refund for the last night we did not stay. The hotel says they have approved the return and are waiting for this website to issue the refund. On top of that I am waiting for a refund of the $247 "fees".

  Business Response

  Date: 01/24/2024

  We have attempted to review the reservation utilizing the information the customer has provided through the ********************, however, we are unable to locate the information.

  We have emailed the customer directly requesting additional information so that we may further assist. Please respond to the email directly so that we may further assist.

  Business Response

  Date: 01/24/2024

  Confirmed that the customer did not book reservation through **********************. We have emailed the customer directly regarding this information, and the contact information provided from the itinerary information provided. 

  With this information, due to security reasons, Reservations.com does not have the ability to further assist the customer as the reservation was booked through another company. We have advised the customer to contact the correct company for further assistance.

  We have marked this case "closed"

• Initial Complaint

  Date:01/22/2024

  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.

  I thought I was making a reservation directly at the ******************************. However, I was incorrectly linked to the reservations.com website, which was made to look like a ****************** site. Consequently, I mistakenly made reservations through the Reservations.com site. Unfortunately, I did not receive an itinerary.These reservations were made on January 19, 2023. To my dismay, Reservations.com charged my credit card account four times. Twice on January 19 and again twice on January 20. I attempted to contact reservations.com customer services, but the phone number provided did not work. (total of $521.00)Seeking assistance, I reached out to the ******************* They informed me that the reservation appears under Expedia, indicating that Reservations.com is likely one of their many subsidiaries. In an effort to resolve the issue, I contacted Expedia and explained the situation to them. However, they did not provide a solution despite the evidence I presented to them, which showed the reservation under their name and told me to call reservations.com directly.Unfortunately, all the phone numbers available for reservations.com are not functioning. The hotel verified that the reservations were indeed made through Expedia. Additionally, they provided the following information:Reservation ********* with an external reference # *********.Reservation ********* with an external reference # *********.They also provided me with evidence of the reservation to through Expedia Group.The phone number for the hotel is **************, the reservation is for February ***** for one room under ********************************.

  Business Response

  Date: 01/23/2024

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

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21183744
  
  I am rejecting this response because:

   

  The response provided doesn't clarify that in fact they will cancel all charges and reservations for the amount of $521.00 the Hotel already expressed that they agree with the full cancellation.  It is imposible to call reservations.com because all of there phones are offline.  I would like a call and to be informed how they plan on refunding the funds.
  
  Sincerely,
  
  ***** *************************** ******

  Customer Answer

  Date: 01/23/2024

  I received this message that seems to imply that my actions with the better business bureau will delay my refund.  I still havent received a call or a phone number to communicate with them.  It seems like they purposefully dont provide any means to communicate.

  Business Response

  Date: 01/24/2024

  All charges held by Reservations.com have been fully refunded at this time. All refunds can take up to **** business days to reflect back onto your account depending on your financial institution. We have emailed the customer with this information, and have advised contacting your financial institution with questions regarding processing and follow up.

  We have marked this case "closed"

  Business Response

  Date: 01/25/2024

  All charges held by Reservations.com have been fully refunded at this time. All refunds can take up to **** business days to reflect back onto your account depending on your financial institution. We have emailed the customer with this information, and have advised contacting your financial institution with questions regarding processing and follow up.

  We have marked this case "closed"

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21183744
  
  I am rejecting this response because:
  

  contacted my financial institution and no transaction is in process.  Called the hotel and no transaction is in process.  Would like evidence of the actual transaction.  Telephone number provided by the business are still out of service.

  
  Sincerely,
  
  ***** *************************** ******

  Business Response

  Date: 01/29/2024

  All charges held by Reservations.com have been fully refunded as of 1/24/2024. All refunds can take up to **** business days to reflect back onto the customers account depending on their financial institution. At this time, the customer must contact their financial institution with questions regarding the banks processing time, and additional follow up.

  
  We confirm once again, that all charges held by Reservations.com have been fully refunded.

  
  We have marked this case "closed"

  Business Response

  Date: 01/29/2024

  Date Sent: 1/29/2024 8:14:48 AM
  

  All charges held by Reservations.com have been fully refunded as of 1/24/2024. All refunds can take up to **** business days to reflect back onto the customers account depending on their financial institution. At this time, the customer must contact their financial institution with questions regarding the banks processing time, and additional follow up.

  
  We confirm once again, that all charges held by Reservations.com have been fully refunded.

  
  We have marked this case "closed"

  Customer Answer

  Date: 01/30/2024

   
  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:01/21/2024

  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.

  Reservations.com charged us twice for a one night hotel room stay. Although they promise on their website to have cheaper rates than at the hotel itself, they do not disclose that they charge $19.99 extra until AFTER you pay a non-refundable charge - bringing the rate of the hotel stay MORE than what the hotel charges. When trying to contact customer service, the person who answers on the other line pretends that they cannot hear you. No matter when you call, they are trained to do this.

  Business Response

  Date: 01/22/2024

  We are unable to locate the customer's reservation. We have emailed the customer directly regarding additional information. Please respond to the email directly.

  Business Response

  Date: 01/23/2024

  We have contacted the hotel directly and were informed that they will be refunding the customer directly. We have advised the customer to contact the hotel directly to receive details regarding processing and follow up.

  We have refunded the customer the service fee of $19.99 USD back to the card used during the time of booking as a courtesy for the inconvenience she has experienced. Please note that all refunds can take up to **** business days to reflect back onto your account depending on your financial institution. We do advise contacting your financial institution with questions regarding processing and follow up. 

  We have marked this case "closed"

• Initial Complaint

  Date:01/17/2024

  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.

  On 10/30/2023 I made a reservation for a hotel in *******. They charged me $594.02 for the stay and an additional service fee of $47.54. After my stay the hotel gave me a receipt for $428.75. Both totals included taxes and fees. The difference of $165.27 was not refunded by reservations.com and they stated it was for taxes and fees. Those charges were in the $594.02 and $428.75 and they charged me a separate service fee already so there was no explanation of the overcharge. The hotel refused to intervene due to it being a third party. They stood by their cost of $428.75. Reservations.com overcharged me for the room and kept the additional $165.27. I tried to resolve it with them. If they charged a separate service for making the reservation I am fine with that. But there is no fair explanation for keeping the $165.27 difference other than fraud.

  Business Response

  Date: 01/18/2024

  We have emailed the customer directly regarding a refund on behalf of Reservations.com.

  Please respond to the email directly so that we may proceed with a refund. 

  Customer Answer

  Date: 01/18/2024

   
  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:01/16/2024

  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 looking to book the **************** in ********* ******** for one night because my flight was the following morning on June 2, ****, when I look up the hotel on Safari reservation.com came up, so I thought it was the hotel chains website so I booked for one night for $487.00, however when I got the confirmation it showed I had reserved for 7 nights at a cost of $4852 which includes a $400.69 booking fee, so when I saw the confirmation I called within 5 minutes to informed them that there was a mistake only to be told that since I made the booking on line it was not cancelable or refundable. They told me that I can canceled and they will submit my claim but not to expect a refund. This is a reservation thats 4 month away, to be told that its not refundable is ludicrous and probably illegal. I called **** to try to have them cancel the charge they will try but no assurance.Who stays at an airport hotel for 7 days? There should be a way to correct a mistake that was done on their website that I found very difficult to complete my request, and there was no summary of the charge before they took my credit card.

  Business Response

  Date: 01/17/2024

  We have confirmed a cancellation without penalty from the hotel and have fully refunded the customer at this time.

  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"

• Initial Complaint

  Date:01/11/2024

  Type:Delivery 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.

  First I thought I ********** Room reservations to an IHG Hotel in ********* online. I was incorrectly linked to reservations.com website that was made to look like an IHG hotel site and incorrectly made reservations through that Reservations.com site. Upon review I noted that the rates were significantly higher and immediately cancelled the reservations online. I cancelled the reservation online and received by email a cancellation confirmation. Itinerary #R1671062970. The reservations and cancellations all occurred on the same day December 12, 2023 3:05 PM reservation and 3:21 PM for the cancellation. Then on December 14, 2023 Reservations.com still charged my Credit Card account for the cancelled reservations, although, the cancellation confirmation received on the December stated the refund would be credited. On January 10, **** I spoke to a reservations.com customer services representative inquiring why I had not received a cancellation refund. The response from the customer services representative was first that it was no-refundable and than that I needed to open an online paypal account in order for them to provide a refund. I do not have a paypal account and I find the answer completely contrary to appropriate business practice. I asked to speak to a supervisor and was just transferred to another representative who said the same and that the manager was not available. Buy asking that I set up and provide paypal account information in order to receive a refund is at best risky practice and likely fraudulent.

  Business Response

  Date: 01/12/2024

  All charges held by Reservations.com have been fully refunded at this time. Please allow **** business days for this to reflect back onto your account depending on your financial institution. With this information, 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: 01/12/2024

   
  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:01/11/2024

  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.

  On 1/9/24, I was online trying to secure a hotel reservation for May **** in ************ **. When searching online I noticed a service fee attached to my pending online transaction. Since I couldnt find out what this charge was for I called the number which I thought was the actual hotel. In hindsight it was Reservations.com. When talking to the rep who never identified themselves as a third party vendor. I asked about the service charge, the rep continued to obtain information about my stay and provided me a quote which was about $50 less than the online option showed. I agreed to a non refundable charge for my stay but had no idea I was paying a third party to make this reservation until after receiving the email confirmation. The rep actually called me about an hour or so later because her manager or trainer heard the call and realized she never addressed the service fee with me. I was told unfortunately nothing they could do to refund me as I had chosen the nonrefundable option. This company is not forthcoming about their fee. I could have done a lot better with pricing by calling hotel directly (as I thought I was doing). This is a set up from the start. The service fee was $126.34 plus cost of hotel and taxes.

  Business Response

  Date: 01/12/2024

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

  Customer Answer

  Date: 01/12/2024

   
  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:01/10/2024

  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.

  November 26th i booked a vacation in ************. November 27th i had to cancel because i booked the wrong room. Reservations.com refunded me my money but not before adding another charge for ****** to my card. I dont know what the agent did while refunding my money but the charge came in as unidentified. So they basically put my money in their pocket. They acknowlege the identical charge but wont do anything about it

  Business Response

  Date: 01/11/2024

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

  We have reviewed the customer's issue, and after careful investigation, we are unable to locate any additional charges. We understand based on the information that the customer has provided that they have an "Unknown Merchant" charge, however we are unable to locate any additional charges and have advised the customer to contact their bank.

  With this information, we advise contacting your bank so that they may further investigate the "Unknown Merchant" charge and help resolve this matter.

   

   

  Customer Answer

  Date: 01/12/2024

  The identical charge from the unknown merchant came at the exact minute as the refund.  Thinking back to my phone converation i recall the csr saying oops and didnt know how to properly process the refund at first.  I also have worked as a csr and know first hand what can happen when u check a wrong box.  Case in point my money is missing somehow

  Customer Answer

  Date: 02/01/2024

  
  
  

  The identical charge from the unknown merchant came at the exact minute as the refund.  Thinking back to my phone converation i recall the csr saying oops and didnt know how to properly process the refund at first.  I also have worked as a csr and know first hand what can happen when u check a wrong box.  Case in point my money is missing somehow

  Business Response

  Date: 02/01/2024

  As mentioned in our previous response, All charges located and held by Reservations.com have been fully refunded at this time.

  
  We have reviewed the customer's issue, and after careful investigation, we are unable to locate any additional charges. We understand based on the information that the customer has provided that they have an "Unknown Merchant" charge, however we are unable to locate any additional charges and have advised the customer to contact their bank.

  Once again, we do understand that the charges are identical, however Reservations.com has reviewed this matter, and has confirmed that the customer was refunded for the reservation, however we are unable to determine any additional charges on our end.
  

  With this information, we advise highly advise contacting your bank so that they may further investigate the "Unknown Merchant" charge and help investigate this matter further and assist you.