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:08/31/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/06/2023

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

• Initial Complaint

  Date:08/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/29/2023

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

  Customer Answer

  Date: 08/29/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:08/28/2023

  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 booked a hotel stay through reservations.com, thinking I was dealing with the hotel directly. There was no mention of a cancellation policy or non-refundable policy when I spoke with the booking agents. I tried to cancel and was told it was non-refundable. This seems fraudulent.

  Business Response

  Date: 08/29/2023

  All charges held by Reservations.com have been fully refunded as of 8/25/2023 and 8/29/2023. At this time Reservations.com holds no further amount as all charges have been fully refunded back onto the card used during the time of booking. Please allow up to 7-10 business days for these amounts 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: 08/30/2023

  Thank you, I will let you know if the refund does not process.

• Initial Complaint

  Date:08/15/2023

  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.

  This company altered the price after putting in the credit card information, and would not cancel the hotel after receiving complaints from me. The phone system is designed to hang up if the response takes more than 5-10 seconds (most likely to make it impossible to complain or attempt to resolve an issue that the system is essentially designed to create. Any dispute that was attempted against this company turned into the representative blaming Hilton, and that they had no "control over Hilton". I would consider a lawsuit, but the money is not worth the complaint.

  Business Response

  Date: 08/16/2023

  We have contacted the hotel directly and confirmed with ******* at the Front Desk that the customer has checked in and utilized the booking. At this time we do not have the ability to issue any refunds as the reservation has been used by the customer. We have marked this case "closed"

  Business Response

  Date: 09/01/2023

  Because the hotel has denied our request for a refund, we have offered a one time courtesy refund in full on behalf of Reservations.com to the customer via email. Please respond to the email directly so the email so that we may further proceed with your refund.

  Customer Answer

  Date: 09/05/2023

  
  
  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.
  
  

  I am pleased with the resolution, and thank everyone involved. I will do a 5 star review to express my pleasure. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:08/15/2023

  Type:Customer Service 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.

  Purchased reservation on what i thought was the Motif as advertised booked for $1583.15 October 16-20 and the company i work switched the date to November . I call and tried to move the reservation to November. They said that I would not be able to change the reservation and would have to book another reservation and cancel the current one, which i would lose the funds and be charged another $1583.15. The company uses their website to copy hotel websites. and unwilling to what is right and move the reservation to November. They are founded on principles of deception.

  Business Response

  Date: 08/15/2023

  We have emailed the customer directly regarding this matter. We ask to respond to the email directly so that we may further assist you regarding this matter.

  Customer Answer

  Date: 08/16/2023

  
  
  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:07/25/2023

  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 the evening of July 10 2023, I was in the lobby of the ******* Inn in the city of Houghton MI. I was making a reservation (using Reservations.com) on my phone for what I thought was the ******* Inn Houghton. However, as soon as I made the reservation, I realized I made a mistake and made the reservation to the ******* Inn Houghton Lake. This hotel was 6 hours away and therefore was not an option to stay at. I realized my mistake and call the ******* Inn Houghton Lake (within 5 minutes). The person who answered the phone said he tried but could not cancel the reservation and I would have to get Reservation.com to cancel it. I call them multiple times (see phone log). Initially they said I was out of luck. After asking to speak to a supervisor they said they would look into it. Our communication then was by email from that point on. On July 23rd I received an email saying:
  
  “We have contacted ******* Inn on behalf of your waiver request regarding itinerary #***********.We regret to inform you that we are unable to provide you with a refund at this time due to the unique policy you agreed to upon booking, which can be found in your confirmation email”
  
  On July 25th I contacted ******* Inn ******* ******* customer service and they told me I had to work with Reservation.com as they could not help since I made the reservation with them. My last email from Reservation.com told me they could do nothing.
  
  I admit I made a mistake on the reservation, ******* Inn Houghton vs. ******* Inn Houghton Lake. I realized my mistake in a matter of minutes; however, I was not able to resolve the issue either with Reservations.com or ******* Inn. his is an extremely an unfair practice. There
  
  We ended up staying at the ******* Inn Houghton.

  Business Response

  Date: 07/26/2023

  Emailed customer directly regarding a refund. Please respond back to the email directly so that we may further assist regarding a refund.

  Customer Answer

  Date: 07/26/2023

  
  
  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:07/20/2023

  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.

  On 2/22/23 at approximately 12:25 I made a reservation for a hotel room on reservations.com at the ***** *** * ****** in ******** ** ** **** * ******** ***** *****  I was travelling with my family and it was very late and we needed a room for 1 night. As I made the reservation, the site was difficult to navigate as it was not possible to reserve a room for the 22nd and checkout on the 22nd. The charge for 1 night was about $100 plus tax and room fees. After several attempts I was able to reserve a room. It was a non-refundable rate but since I was already at the location, and the only option was a non-refundable rate, I confirmed the transaction. My itinerary #was ************ After checking in and getting into our room, I double checked the charge at approximately 1:30 am. I had booked 30 days and the charges were $4,1,91.64. I immediately called my credit card to put a hold on the charge while I worked with reservations.com to resolve the issue. I also called reservations.com immediately to file a complaint, but they were unable to help as the reservation was booked through ************* the booking company which is a subsidiary of reservations.com, I believe. I told them my issue with booking 1 night and had no intention of booking a full month. They said they would check into the complaint, but said since it was a non-refundable rate they would not refund my money. I also spoke with my credit card company, but as it was a valid transaction, they could not stop the transfer of funds. I then spoke to the manager of the hotel to see if they could give me a refund, but since the transaction was not with me they could not refund the money either. They did show me they had refunded ************ / reservations.com for the transaction. Reservations.com has now taken funds for which they provided no service or unjust enrichment. The transaction was a contract of adhesion as I had no other option than to agree to the non-refundable rate to book the room.

  Business Response

  Date: 07/26/2023

  All additional charges with the exception of the 1 used night room and tax, have been refunded at this time. Please allow 7-10 business days for this to reflect back onto your account depending on your financial institution. Please contact your financial institution with questions regarding processing and follow up at this time. We have emailed the customer directly with this information. We have marked this case "closed"

  Customer Answer

  Date: 07/26/2023

  
  
  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:07/11/2023

  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 July 10 2023 I googled ******* Inn, Cobourg Ontario Canada. A website popped up with their address and a phone number as well as a spot to see availability. I seen the sight had Reservation.com at the top but assumed it was the Hotel booking site. I did also see it was a non-refundable booking but had a good reason to be there and didn't think I would be cancelling. Upon completing a two night reservation I clicked check out and at no point did I see USD ahead of any of the payment information. When my Visa notification came through it was in US funds which was totally surprising to me since I live in Ontario Canada as well. Shortly after Visa notified me of my purchase, I was sent my reservation details in the payment details every line has USD before a number. If I seen anything like that I would never clicked the accept box. The charges to my card were made by *********** *** & Reservations.com which they added a $30.32 service fee to the bill. When I called them they gave me the run around a said it was nonrefundable. I called the Hotel then who confirmed the booking was made by ******* and it was only paid in Canadian funds. They couldn't give me details, I had to contact *******, that added frustration because their virtual complaints page didn't recognize my booking information. I find the page to be very deceptive and you have to scroll to the very bottom of the page to to see any mention of US funds in a very tiny little box. **** was no help at all when I contacted them. I just want the reservation cancelled and the charges reversed.

  Business Response

  Date: 07/12/2023

  We have emailed the customer directly requesting a copy of their bank statement showing that the amount so that we may refund the difference since the hotel has denied us a courtesy cancellation for the booking. Please respond to the email directly so that we may further assist you regarding a refund.

  Customer Answer

  Date: 07/17/2023

  
  
  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:07/11/2023

  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.

  I have been in contact with Reservations.com regarding a refund for a room that I will no longer be able to use. This is still seven days in advance. They told me to contact the hotel directly and get verification on cancellation, which I did on several occasions. Reservations.com would not hold up their end and refund the room. I then had the hotel general manager contact them to resolve the issue and they went back on their previous statement. I have emails going back and forth with them not giving me what they said they would. I am out $554.05. They are misleading and not following through with my request. I have attached emails going back and forth for weeks. Thank you for your time.

  Business Response

  Date: 07/12/2023

  All charges held by Reservations.com have been fully refunded at this time. We have emailed the customer directly and have advised contacting their financial institution with questions regarding processing and follow up at this time. We have marked this case "closed"

• Initial Complaint

  Date:07/11/2023

  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 7/10/23, I was booking a reservation for a hotel in Virginia Beach Virginia. When I received the email confirmation, it was for Galveston Texas. I called less that 10 minutes after booking the reservation to either change to the reservation to the correct hotel or get a refund. I was denied both.
  
  I feel a full refund is due because 1. Somehow their website witched the location. 2. I saw the issue and called within 10 minutes after booking, instead of waiting, so I did my due diligence to correct their error. 3. Reservation.com did not full-fill their part of the purchase contract by providing me a hotel room in the desired location.
  
  I would like a full refund for their breach of contract since I had to contact the correct hotel and book the reservation personally.

  Business Response

  Date: 07/11/2023

  We have emailed the customer directly. To proceed with this matter please respond to the email directly so that we may further assist regarding a refund.

  Customer Answer

  Date: 07/11/2023

  
  
  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 as long as they keep their word.
  
  
  
  Sincerely,
  
  
  
  ******** ********