Business Profile

Hotel Reservation

Reservations.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

This business has 1 alert

Pattern of Complaints

Complaints

Name: Reservations.com
Address: 390 N Orange Ave STE 1605, Orlando, FL, 32801-1675, USA

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

Customer Complaints Summary

547 total complaints in the last 3 years.
163 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/10/2024
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.
Our family was arranging fathers funeral in **********, **. I am not familiar with making hotel reservations; when I searched internet for *********** **********, **, I believed the hotel website came up and I made reservations for 3 nights on one room (12/6- 8/23) and 1 night on a second room (12/7/23). I was quoted $116.10/night ($464.40). The total charged for 4 nights was $679.40, a markup of ****% ************* The markups were ************ and Service Fee. I decided to question the exorbitant fees with the hotel when we arrived.Upon arrival, the Hotel explained their rooms have a flat rate and tax/fee; their charge would have been $109/night with ****% ********* markup. The 4 nights would have cost me $489.60 ($189.80 less than the vendor). The hotel explained they had this problem with other customers being swindled by this vendor, which mimics the actual hotel website and then over charges; it was a scam. The hotel had no way to reverse the charges (so I could pay them directly), as the payment was already made thru Expedia, their hands were tied. I also found out that the vendor Reservation.com used Expedia to reserve the rooms at $91.00/night ($25 less than I was charged).Since Reservations.com already had my credit card number to collect room costs, I called my ******************* and they agreed that I should close my card and issue a new card, to prevent any other potential fraudulent use of my credit card. The credit card company also reversed the room charges on my credit card and are investigating the issue with the vendor.I know I must ultimately pay for the rooms, since we had no recourse but to use the rooms the week of the funeral. If I paid the going hotel rate that day for 4 nights with ****% *********s (per the hotel), I would pay total of $489.60. Even at that rate, the vendor Reservations.com would clear a profit of 20%In resolution, I believe I should pay the hotel rate $109.00 +****% tax/fee; total of $489.60.
Business Response
Date: 01/24/2024
The Reservations.com billing team has reviewed all 3 reservations, and have been informed that all three bookings have been cancelled, and fully refunded as of 11/28/2023. Because the service fee charges have been charged and voided the same day 11/28/2023, this will not show on the customer's account as a "charge" and "refund", the charges will be dropped from the customer's account altogether.
Since the customer has mentioned to the ******************** that they have closed the card used during the time of booking, We have advised the customer to contact their bank directly with more information regarding the refund process for all three bookings.
Initial Complaint
Date:01/04/2024
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.
I put in best western.com so I thought I was booking through the hotel When I went to put the dates in it switched to reservations.com but I was unaware of this and nothing came up to tell me it was a 3rd pty seller. The confirmation came up that theres no cancelation available and that my card had already been charged. I tried to contact the customer service and cant get through to a person. My reservation isnt until 4/26 and 4/27 and I cant get in touch with someone. I emailed them have received no reply. No one in their right mind would make a reservation that far ahead that isnt refundable. What if I get sick? What if the event Im goin to is cancelled? This is a bait and switch and it looks like its happened to many people before me. Isnt there something that can be done about this? On top of everything else my email address is incorrect on their records but I cant reach anyone to fix it.
Business Response
Date: 01/05/2024
We have written the customer regarding a cancellation and refund. Please respond to the email directly so that we may further assist.
Customer Answer
Date: 01/05/2024

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:12/26/2023
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 tying to book a room at a hotel. The web on line booking looked like I was booking directly with the hotel.After booking I called the hotel and learned that I was not on the hotel site,I contacted Reservations.com, they said they could not cancel the reservation.
Business Response
Date: 01/03/2024
We have written the customer directly via email. Please respond to the email directly so that we may further assist you regarding a cancellation and refund.
Initial Complaint
Date:12/23/2023
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 made reservations I thought was with holiday inn. Their website is very deceptive and misleading with the holiday inn logo. At check in the HI charged me another $368 for the room. Something happen where reservation .com and HI didnt see their virtual cardI ended up paying$468 for 2 nights.
Business Response
Date: 01/03/2024
We are unable to locate a reservation with the information. We have written the customer directly via email. Please respond to the email directly so that we may further assist.
Business Response
Date: 01/04/2024
The customer has provided a confirmation number, however we have determined that this reservation was booked with "ReservationCounter.com" and not "Reservations.com.
We have informed the customer, that although both businesses have "Reservations" in the name, we advised that both companies are two different entities and are in no way affiliated with one another.
We have provided the customer with the correct information so that he may reach out to the correct booking company for further assistance.
We have marked this case "closed"
Initial Complaint
Date:12/22/2023
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.
There were two locations within a mile of each other and we booked the wrong location. We flew into ******* and our parents booked at the other location so we wanted to stay at the same hotel. We called the location of the Hilton garden we booked to transfer the reservation to the other location. Since it was booked through reservations.com we had to call them. Terrible business practices. They wont even let you transfer to the same hotel for the same night. We would have to cancel without a refund. Why do companies like this even exist. They are still getting a reservation. We had to call our bank to dispute the transaction and who know hows that will go. But the cancellation policy says nothing about a transfer of reservation. They still would not do anything for us. Reservations.com needs to be shut down or heavily fined.
Business Response
Date: 01/03/2024
We are unable to locate the customer's reservation with the information provided. We have emailed the customer directly.
Please respond to the email directly so that we may further assist.
Initial Complaint
Date:12/18/2023
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 was billed for rooms I never booked. I don't know how I reached this company. I was calling the hotel direct. The rooms were overpriced and there were a lot of hidden fees
Business Response
Date: 12/19/2023
Please note the following
9036883397856 - Has 3 rooms/bookings under this itinerary number. ********* has confirmed that 2/3 bookings have been fully utilized and charged. ********* has confirmed that 1/3 bookings have been cancelled without penalty. We are able to confirm the customer has been refunded for the 1 room that has been cancelled without penalty. Please note that the 2 rooms that have been fully utilized were not refunded as they have been confirmed utilized by the hotel directly.
255-7996236 - ********* has confirmed that this reservation was cancelled without penalty, and has approved a refund. We have confirmed that the customer was refunded for this itinerary, including the $19.99 *********** fee as a courtesy for the inconvenience.
255-7996232 - the hotel has confirmed that this reservation was marked as a "No-Show" on the hotel's end, and they have denied our request for a refund. We have offered the customer a refund on behalf of Reservations.com. We have written the customer regarding a refund. Please respond back to the email directly so that we may further assist you regarding a refund.
Please note that refunds that were processed back onto the card used during the time of booking can take up to **** business days to reflect back on your account depending on your financial institution. We do advise contacting your financial institution with questions regarding processing and follow up.
We have written the customer directly via email per itinerary. Again, please respond to our email regarding a refund so that we may further assist you.
Customer Answer
Date: 12/19/2023

Complaint: 21024780

I am rejecting this response because: There were three responses not a single response. Two of the three responses are acceptable. The responses for reservation R1552481433 and R125652301 are acceptable from a monetary perspective. In one of the reservations they did not say how they would compensate me and in the other they said they would compensate me either via PayPal or send me a check. I would prefer to have my credit card credited.
I responded to them concerning reservation R1030788865. Here is my response:
This is the one reservation I did make. I didn't agree to the total price you charged me. Your website had a room rate of $114.00. That's not what you charged me. You charged 124.00. In addition, a mountain of fees was added to the base rate raising the price to $459.42 or $153.14. I thought I was dealing with Hampton Inn directly. I did not know that I was dealing with a third party. That was not disclosed to me. We attempted to cancel the third room, but were unable to get that done. Your process is arduous at best! ********* did cancel the reservation though, and said I had to negotiate with reservations.com to get my money back. If I would have been dealing with Hampton Inn direct, I would have been charged $128.05 for the room. Given that Hampton Inn canceled the charges on the third room and you charged more for the room than advertised even before the predatory fees were added.

*********************

Business Response
Date: 12/26/2023
Customer has been refunded $42.78 USD for the service fee for Itinerary #*************.
We have issued a refund check for Itinerary #***-7996232. The customer has been refunded the amounts as mentioned in our previous message, including the service fee of $42.78 USD as a one time courtesy for the inconvenience.
We have marked this case "closed"
Business Response
Date: 01/11/2024
Customer has been refunded $42.78 USD for the service fee for Itinerary #*************.
We have issued a refund check for Itinerary #***-7996232. The customer has been refunded the amounts as mentioned in our previous message, including the service fee of $42.78 USD as a one time courtesy for the inconvenience.
We have marked this case "closed"
Initial Complaint
Date:12/15/2023
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.
On 12/13/23, I went on what I believed to be the **************************** website to book rooms for 11/8-11/10/24 for my daughter's parent's weekend. Immediately after the reservation was made, I realized that the website I was on was a 3rd party website. I called Reservations.com 5 minutes after making the reservation and I was told that I could cancel the reservation but NONE of my money would be refunded.I have been in touch with both my credit card company to dispute payment and Hotel Indigo. Call to Reservation.com - said they would Cancel the Reservation and put in to process getting a refund request processed. HOWEVER, no guarantee from them on what amount would be refunded. In Deeper conversation with ***** the Supervisor from Reservations.com she stated that Reservations.com policy for refund is contingent on the ********** allowing the cancellation.Call in to ******************* directly spoke with ************************* (Reservations Specialist)+ Front Desk Manager (***************) transferred to the Manager ***** ******* she will AUTHORIZE the cancellation and refund)Unfortunately in looking on ******.com it was not readily apparent that the first link was NOT to Hotel Indigo nor IHG directly and I proceeded with the booking. Upon receipt of the email confirmation and the enormous rate jump ($3000 for two nights and two rooms. The 3rd Party is intercepting website traffic through ****** search and caused you to book with a 3rd party and even worse a non-cancellable room. Hotel staff revealed that this happens with Reservations.com and Booking.com too often unfortunately.Booking Status: CONFIRMED Reservation Number: R585656551 Itinerary Number: 255-7996318 Check-in Date: Friday, November 8, **** Check-out Date: Sunday, November 10, **** ***************************************** **************************************************** Room Sub Total: USD $2,162.39 ************* USD $648.72 Sub Total: USD $2,811.11 Service Fee: USD $237.86 Total: USD $3,048.97
Business Response
Date: 12/19/2023
The hotel has approved a cancellation without penalty, however we have received a guest-initiated chargeback/dispute regarding the charges.
Once a guest initiates a dispute/chargeback with their bank, we are unable to move further with a refund. To move forward, the customer must provide documentation from their financial institution confirming that the chargeback/dispute has been resolved on their end. Once this has been resolved and cleared on Reservations.com end, we will then be able to move forward with the customer's refund.
At this time, we are unable to issue a refund as the customer has initiated a dispute on their end with the bank. Again, once this has been resolved on the customer's end, and **********************'s end, we will then be able to move forward with the customer's refund.
Business Response
Date: 12/19/2023
We have confirmed with our accounting team that the room and taxes have been refunded at this time. All refunds can take up to **** business days to reflect on the customer's account depending on their financial institution. With this information we have advised the customer to contact their financial institution with questions regarding processing and follow up.
We have reviewed the service fee has been disputed from the customer's end. At this time, we are unable to process a refund to the customer. We have advised the customer to contact their financial institution and provide documentation stating that the guest-initiated dispute has been resolved. Until we have this information, we are unable to process a refund for the service fee at this time.
We have marked this case "closed"
Initial Complaint
Date:12/14/2023
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.
confirmation: R796405086 Date: 11/17/23 When booking a reservation at ***** Hotel in *******, the first link on the web search came up as TrumpInternational.reservations.com. I presumed this was the hotel's direct website as I had never booked at any ***** hotel prior. On the room selection page it lists FREE CANCELLATION. After selecting the room and the page to pay, there is nowhere on the page that mentions a non-refundable fee. The "Room cancellation policy, hotel information and fees" is pre-checked when the page is opened. Not until the confirmation email after booking is there fine print that says the $188.51 service fee is non-refundable. The total paid for an advertised $571/nt room for 3 nights came out to $2,423.93. Much higher than advertised due to fees. When I called the hotel, I was informed that the actual rate for the 3 nights was $1,502.72, including all taxes and fees. I tried to get the adjusted rate and to my surprise they told me that the reservation was made by a 3rd party site and they are unable to make any changes to the reservation. I then realized that reservations.com had disguised their website and URL to seem as if I was booking directly through the hotel and then charged over 61% more for the same room! Given I had "free cancellation" as advertised, I cancelled the room to then book directly with the hotel. I was informed that the exorbitant service fee was non-refunbale when I called reservations.com for a refund. I filed a fraud complaint with AMEX and reservations.com swiftly provided fine print hidden deeply in their T&C about the non-refundable fee and AMEX would not chargeback the amount. I believe they purposefully intend to defraud consumers by a)disguising their website URL and high placement SEO, b) charge outrageous fees c) falsely advertise "free cancellation".
Business Response
Date: 12/19/2023
We have confirmed that a refund for the room and taxes have been issued as of 11/29/2023. All refunds can take up to **** business days depending on the customer's financial institution. With this information we have advised the customer to contact their financial institution with questions regarding processing and follow up.
We have attempted to refund the service fee, however because of a guest-initiated dispute has been filed, we are unable to process a refund for the service fee at this time. We have advised the customer via email to provide documentation stating that the dispute/chargeback has been resolved so that we may further review this matter and further assist the customer regarding a refund.
With this information, we do not have the ability to issue a refund at this time due to a guest-initiated dispute.
We have marked this case "closed"
Business Response
Date: 12/20/2023
The hotel has approved a cancellation without penalty. The customer has been refunded the room and taxes as of 12/12/2023.
We have refunded the service fee as a courtesy as of 12/20/2023.
We have emailed the customer directly informing that 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 the customer's account depending on their 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"
Initial Complaint
Date:12/12/2023
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.
Called to get reservation to **********. I was routed to ********** **. I was charged $373.10 plus the $24.10 to route me to *******. I did not want to go to **********, **. We got to ******* and we stayed the night. I did not care about them telling me about the reservations to **********, **. I would like a refund I would like a refund for the $373.10 plus the $24.10.
Business Response
Date: 12/19/2023
The hotel has denied our request for a refund as the booking was made as a "Non-Refundable" reservation.
As a courtesy, Reservations.com has offered a refund on behalf of Reservations.com for the full amount including the non-refundable service fee as a courtesy for the inconveience.
We have emailed the customer directly regarding a refund. Please respond to the email directly so that we may further assist you regarding a refund.
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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 1 alert

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Customer Answer

Reservations.com is NOT a BBB Accredited Business.