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:11/16/2023

  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: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.

  October 2, 2023
  $188.69
  Reservations.com********* * ******** *** of Florida
  
  This business posed as ******* Inn Express of Mason, Ohio and charged me $188.69 for a one night stay. When I checked out of the hotel they presented me with the receipt that said I paid $126.77. When I asked the hotel about it they could not explain why I had paid another amount and also could not see that there was any type of "3rd party booking". I authorized ******* Inn Express to charge me what was advertised on their site plus taxes and fees. I did not authorize an unknown 3rd party to charge my credit card $60+ more than what the hotel rate actually was. I believe this is fraudulent and a scam. Identity deception as well. I at least expect the difference of the $60 back from the company that scammed me. There was no indication that this was not ******* Inn Express that I was booking through. I have used 3rd party booking companies before such as ******* and *********** and at no time was I unaware that I was on their site. Thank you for your time.

  Business Response

  Date: 10/19/2023

  We have offered the customer a refund for the difference of $61.92 USD. We have emailed the customer directly. Please respond to the email directly so that we may further assist. 

  Business Response

  Date: 10/19/2023

  Customer has been refunded the difference. We have marked this case "closed"

• Initial Complaint

  Date:09/27/2023

  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.

  I was under the impression that I was booking a room directly through the hotels website. I accidently entered the wrong dates on my cell phone while making reservations using reservations.com. I was attempting to make reservations for a one night stay at the ******* Inn in Cheyenne, WY on the night of Sep 10th, 2023 as I was passing through, and mistakenly entered the check out date of the 18th instead of the 11th. As soon as I noticed the $842 charge, I called reservations.com and told them it was a mistake. I was told by their representative that they would contact the property to change the booking and I was placed on hold for nearly an hour. When they returned to the phone, I was told that nobody answered their attempted calls to the front desk. This was a total lie as I waited in the lobby less than 20 feet from the front desk and the telephone never rang once. When they came back to the phone they told me that they would have to contact the property via email, which was also a total fabrication of the truth. I called them 3 times on the night of the 10th and it was always the same story as they have still not issued a refund as of this writing.
  To make matters worse, I entered the room around 11:00PM for the first time and noticed that it was extremely warm as I phoned reservations.com again. After another 45 minutes on hold I hung up. I then attempted to call the front desk using the room phone which did not work to report how warm the room was. When I discovered that the AC unit was tripped via the GFI power cord, I reset it and when the AC unit came on it was so loud that I had to immediately trip the GFI to stop it. After all of this, I gathered my belongings and went to the front desk to inform them of the issues with the room and I checked out and left the property at 2:09AM. No receipt was provided by the property as the booking was not through them. This has been a total nightmare and reservations.com needs to be put out business for good. SAD!!

  Business Response

  Date: 09/28/2023

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

  Customer Answer

  Date: 10/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have never received an email offering a refund. As such, there is no need to email me at all.  What reservations.com needs to do is to refund 100% of the money charged directly to the credit card used in this transaction.

  I have contacted the credit card company which was used for this charge and have disputed the entire amount of this fraudulent charge.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 10/05/2023

  We have emailed the customer directly twice requesting additional information regarding a refund. Because the hotel has declined our request for a refund, we are offering the customer a refund on behalf of Reservations.com. To further proceed with a refund, please respond to our email so that we are able to further assist.

• 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:09/06/2023

  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 made a reservation with Reservations.com to stay at the ******** Inn in Allentown, PA for August 25/26. When I reached the hotel at about at 8 PM on the 25th, the clerk "Sofia" advised that because the computer was "down", she could do nothing for me. This was all witnessed by my niece's husband ****** ****** of **** ****** ****** ********* *** phone *** *** ****
  My reservation number was **********  My charges of $19.99 and 99.54 were made on my ***** ***** **** **** **** **** **** ****.
  After contacting Reservations.com, the motel ******** Inn advised that my reservation had been used and no refund would be forthcoming.

  Business Response

  Date: 09/08/2023

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

  Customer Answer

  Date: 09/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Regarding the refund on itinerary of ************* my financial institution (***** ***** credit card) shows only the return of the $19.99 USD service Fee.  The reservation charge of $99.54 HAS NOT BEEN RETURNED YET!!!!!!!
  
  
  
  Sincerely,
  
  
  ****** ******

  Business Response

  Date: 09/28/2023

  We have confirmed with our billing team that a refund was not processed as of 9/8/2023. We have been informed that a refund for the full amount has been refunded in full as of 9/26/2023. We have advised to the customer that 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 the customer to contact their financial institution for further information regarding processing and follow up.