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:06/29/2023

  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 went through the *********** website to book a reservation for the **** ***** ****** on 6/27/2023. While in the check out process, I was given the cost of the reservation including taxes and fees and completed the reservation. On the confirmation page, I realized the amount being charged was significantly higher than what was quoted & was no longer on ************ The amount on page prior to final, was $514.42 which included taxes and fees. On the confirmation I had been redirected to Reservations.com which listed the confirmation of the booking with the total charged was $731.26 including taxes & fees. There was also an added service fee of $36.79 which was not disclosed either. I immediately called the number on the confirmation page to state I was on *********** and unsure how I ended up on Reservations.com page. She told me they were *********** & the webpage had not been updated. I explained what happened, she stated the itemization of fees was outlined on the final confirmation page. I said I read that and it wasn't the same amount. She stated there were taxes & fees on top of the amount. I said the page I saw said taxes and fees included and I could sent a screenshot. She said it didn't matter it was not refundable. I sent an email expressing same concerns, he stated they aren't affiliated with ************ Called a 3rd time & was told again, not affiliated with ***********, the reservation was not refundable and confirmed. I expressed I wasn't even sure at this point Reservations.com was legit given what had happened & the redirect which should not have occurred. He stated reservation was confirmed & I made the error of not reviewing the amounts to be charged. I again said I would send screenshots & he said would not matter. This whole experience was horrible & I still do not know how I got there since their direct webpage does not even offer the resort to select from as an option on Reservations.com.

  Business Response

  Date: 06/30/2023

  Customer was refunded the difference of $216.84. We have emailed the customer directly regarding this information. We have marked this case "closed"

• Initial Complaint

  Date:06/28/2023

  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.

  On 6/10/23 I went online to book a room at the Holiday Inn Express in Ottumwa IA. I had looked at the HI website previously to view room types and availability. On returning to the HI website, I was misled by the google search labeling of the reservations.com website, thinking it was the HI website. I called the phone number listed for reservations, thinking it was the HI phone number. The confirming email disclosed that the reservations were non cancelable and there was also a non cancelable service fee.
  
  I wanted to cancel the reservations for one of the three rooms I booked but was unable to do so.

  Business Response

  Date: 06/29/2023

  Unable to locate reservation with the information provided. We have emailed the customer directly. Please respond to the email directly so that we may further assist.

  Customer Answer

  Date: 07/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I replied to email of June29 and attached a copy of their email confirming the reservation. I was informed by the desk person at the Holiday Inn Express that they reimbursed Reservations.com for the room that I did not use.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 07/11/2023

  Emailed customer directly asking to confirm information. Please email back directly so that we may further assist regarding a refund.

• Initial Complaint

  Date:06/28/2023

  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 was booking directly with the hotel....OR so I thought. Anyway, circumstaances arose and we are unable to take our trip. I would apprecate a refund if possible.

  Business Response

  Date: 07/05/2023

  All charges held by Reservations.com have been fully refunded as of 7/5/2023. All refunds can take up to 10-15 business days 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 marked this case "closed"
  

• Initial Complaint

  Date:06/28/2023

  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.

  Charged for a room reservation without agreeing to the charges. By giving this company my billing information and clicking continue with reservation for find out the amount for the reservation, they immediately charged my credit card, and made the reservation non refundable. I have been contacting them both by email and by phone to get a refund, and they are telling I agreed to the charges. I have never agreed to the charges and the reservation has been cancelled, however they are not refunding my money, this has been on going since 6/10/23, when the charge occurred and I immediately contacted them, to resolve it, which they have not, and I feel they have stole 811.00 dollars from me, Do not use this website. I even asked for them to reinstate the reservation and they refused, They have stole my money.

  Business Response

  Date: 06/29/2023

  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:06/27/2023

  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.

  Reference # *********
  Booking reference: ******
  Hotel/check in date: *********Nov 6-21
  Contact Rep Teressa
  
  During our recent trip we came across nothing but issues for accommodations. As we arrived to check into our hotel *********) they had 0 recollection of our stay and nothing on file from air Canada vacations. After this we tried to contact air Canada vacations phone line with no luck/no support. Online services were also unavailable. We then decided we would get a room that night (out of pocket) and the issue would get resolved the following day. However, that was not the case. They did not have any rooms available for the night. We then had to contact 13 other hotels in order to have somewhere to sleep. After lugging all of our luggage to the Mariposa (not ideal location) we assumed someone would contact us ASAP the following day, as we left voicemails, emails, and forms. Once again, not the case. After waiting on hold for about 1 hour I finally got a hold of a rep, Teressa. Although she was very nice she could not help us and said she’d be in contact. We then checked out, NOTE* we had nowhere to put our luggage and had to carry it everywhere with us** needless to say our first day/second day plans for our vacation were shot. We had day trips/visits booked but could not attend. After waiting a few hours in a cafe Teressa got back to us to inform we can go back to the Angeleno and to book a room for the week (on our own dime) and *** ****** vacations would get a hold of them and us and take care of the ordeal. So we booked a room for the week (on our own dime) and of course nobody got back to us.
  
  To summarize 3/7 days of our vacation stay we’re quite stressful because of this, and financially we had to pay for a hotel stay, and travel which we were not prepared to do. We are very displeased with this. We would like all the unforeseen finances we had to put in this : stay, travel, and food. Note we do have receipts.
  
  I have been calling them for last 2 years

  Business Response

  Date: 06/29/2023

  Unable to locate reservation with the information provided. We have emailed the customer directly regarding additional information. Please respond to our email directly so that we may further assist.

• Initial Complaint

  Date:06/13/2023

  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.

  6-12-2023
  Made a reservation using reservation.com and they charged $80 more than they said it was, Also, you cant reach anyone on phone as it is a loop that eventuallly hangs up without any help or person reached. The room was cheaper through them so i booked it only to see they charged $268 instead of $180.

  Business Response

  Date: 06/15/2023

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

  Customer Answer

  Date: 06/18/2023

  
  
  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:06/08/2023

  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.

  Attempting to make reservations for Red Lion in Portland. Page gave me room price and asked for cc information. It immediately took my money without listing additional costs. I immediately called to cancel and was told I couldn’t as it was non refundable and realized this wasn’t through the hotel. Looked up the company complaints and see MANY people had the same thing happened to them. Additional costs not quoted and not a part of sales taxes

  Business Response

  Date: 06/08/2023

  The customer has been fully refunded. We have emailed the customer directly regarding this information. At this time, Reservations.com holds no further amounts at this time. We have marked this case "closed"

  Customer Answer

  Date: 06/12/2023

  
  
  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:06/05/2023

  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 room through this website, not realizing that it was a third party website. I googled the hotel where I was staying and this was the first link that appeared. I an attending a conference, and immediately after booking, I realized I could get a different rate because of the conference. I went to the hotel website, which is when I realized that my original reservation was made through this third party website. I called reservations.com to request to cancel my reservation and a refund. The man I spoke to on the phone said that he could cancel the reservation but could not guarantee a refund and that this would need to go through the billing department. The man said that reservations.com must communicate directly with the hotel to approve a refund. I called the hotel, who said they would approve a refund if they were contacted by reservations.com. I received an email from reservations.com today claiming that they contacted the hotel and stated that they cannot issue me a refund due to their “unique policy.” I was charged exorbitant fees, far more than what I would actually pay for a room at this hotel had I booked directly through their website. I just want a refund at this point, and don’t know where else to turn. This website presents itself as something it’s not, charges exorbitant fees and then stands behind a meaningless no-refund policy as a way to basically steal money from people.

  Business Response

  Date: 06/13/2023

  Customer has been fully refund. We have notified the customer directly via email. At this time Reservations.com holds no further charges. We have marked this case "closed"

• Initial Complaint

  Date:06/05/2023

  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 February 9, 2023 I made a reservation for my sister ***** ****, with reservation.com for a hotel, ******** ***** in St. George, UT for the amount of 451.08 for the dates of April 7 to April 9, 2023. The woman I spoke to stated I could cancel until April 6, 2023. I decided to cancel two days later and called reservations.com the message I got stated that I could not cancel until one week prior to reservation. I didn't feel that it was right to hold onto my money for that long so I called my credit card company. They refunded my money but reservation.com disputed this and I was charged again ($451.08). Eventually my credit card stated that the time limit had expired and they closed the case.
  Interestingly enough I called the hotel, ******** ***** and they said there was no reservation for my sister.
  I waited the time April 1, 2023 to cancel and called reservation.com they stated the reservation had been cancelled and to wait for my refund. I waited and waited and finally I called reservations.com, again, and told them I wanted my money back. They stated they needed documentation that the dispute was resolved with my credit card. I sent the billing department the documentation needed and received an email stating they would be "looking into a way to possibly resolve this issue" (dated 4/28/23) After waiting almost a month I emailed the billing department again and received another email that they were "actively coordinating with their billing team" and would contact me "right away". It has been two weeks and nothing. I have called, emailed multiple times and am so frustrated. What kind of company is this???? I have never heard of keeping my money till a week before reservation to cancel. Please help me! All I want is the money which is owed to me back!

  Business Response

  Date: 06/08/2023

  All charges held by Reservations.com have been fully refunded to the card used during the time of booking. Please allow 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 emailed the customer directly regarding this information. We have marked this case "closed"

  Business Response

  Date: 06/26/2023

  We were unable to process a refund as of 6/5/2023. We have successfully refunded the customer for the room and tax as of 6/26/2023. We have also confirmed that a refund for the service fee has been successfully processed. All charges held by Reservations.com will be refunded in full as of 6/26/2023. All refunds can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution. We do advise contacting your financial institution with questions regarding processing and follow up. With this information we have marked this case "closed"

  Customer Answer

  Date: 07/05/2023

  
  
  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:06/02/2023

  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 May 22, 2023. I was on line with ******** Inn to make reservations for June 16 and 17 for 2 rooms. Somehow the website took me to reservations.com and after completing all the information to make the reservation, I recieved an email confirmation. It was on the confirmation that I saw the reservation was non-refundable. I immediately called reservations.com and told them that I did not want a non-refundable reservation, and was told that was there policy. I was told the same thing by a "supervisor" that day. Today I recieved an email informing me that they had reviewed my dispute, and since their policy states non refundable, I would not get reimbursed. I find it incredible that a reservation cannot be cancelled within minutes after being made.

  Business Response

  Date: 06/12/2023

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

  Customer Answer

  Date: 06/13/2023

  
  
  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,
  
  
  
  ***** ************