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Business Profile

Hotel Reservation

Reservations.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

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

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    Customer Complaints Summary

    • 427 total complaints in the last 3 years.
    • 151 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/17/2022

      Type:Billing Issues
      Status:
      Resolved
      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 need help with getting our money back from reservations.com. We booked a room at the ******* Inn ********* in Vallejo California for the dates 12/19-12/25 on 10/08/2022. I just received my credit card statement and noticed they charged us twice for $720.98 and twice for $42.27. I contacted customer service and they told me I booked it twice which I did not. After going back and forth with that argument they said all they could do since it was non refundable is to cancel the reservation #************* and send it to billing and request a refund but there were no guarantees that they would refund it. Went back and forth that it was their error and said that was all they could do. She cancelled the one reservation and kept the other one #************* which I have not gotten an email confirmation for. When I made the reservations I thought I was dealing with Choice Hotels and was unaware that I had been transferred to reservations.com and was not aware that it was non refundable. We are seniors on a limited income and have saved for this trip to see our grandkids and this is a lot of money. We are very stressed after dealing with this company and the extra money they stole was for Christmas gifts for my grandchildren. This company should not be allowed to do this to people and after reading some of the complaints I guess we aren't the only ones treated this badly. We would really appreciate it if you could could help us with this issue. Look forward to hearing from your company.

      Business Response

      Date: 11/09/2022

      Business Response /* (1000, 5, 2022/10/27) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest was fully refunded for ITIN #*************** They still have booking************** which we have resent the confirmation for.


      Consumer Response /* (2000, 7, 2022/10/27) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:10/17/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10/08/2022 I made hotel reservations for 12/18-12/25 at the ******* Inn Six Flags in Vallejo,California. I just received my credit card statement and saw that they charged me twice for $720.98 and an additional charge of $42.27 twice. When I made these reservations I thought I was on Choice Hotels and didn't realize I was transferred to reservations.com. When I saw that I was double charged I contacted their customer service and they told me it was none refundable and all I could do was cancel the one and they would send it to billing and that it wasn't guaranteed they would refund it. I was never made aware it was non refundable and why would I book the same room and hotel for those dates. I am a senior and this is a lot of money not to get back when it is their fault they double booked it. I saved up for this trip so I could go visit my grandchildren at Christmas. The Choice hotels should never use this company they are a disgrace the way they treat people and should be put out of business in my opinion. I would appreciate any help you can give me as this has totally stressed me out and cost me money I planning on using for Christmas gifts for my grandchildren. And as of 1:00 I have not received a confirmation email for the reservation they kept.

      Business Response

      Date: 11/17/2022

      Business Response /* (1000, 5, 2022/10/27) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest was fully refunded for ITIN # ************** They still have booking ************* which we have resent the confirmation for.

    • Initial Complaint

      Date:10/15/2022

      Type:Product Issues
      Status:
      Answered
      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 tried to contact the Best Western @ Montrey Dunnes CA directly. Somehow I got transferred to Reservations.com. They claimed to be the direct contact to make reservations here. So I did for one night for 4 people Myself, wife and Kids. They charge me $263 dollars. I get to the hotel and I have no reservation. The front desk has no information about me. Nothing. I show them my email confirmation my bill and still they don't know anything about it.
      I call the customer service @ reservation.com . They try telling my my reservation is no good because I didn't get to the hotel between 3 and 4 pm. How come they charge me then. I was asking for a refund they said they could not give me one. I asked the customer service person to talk to a supervisor. She would just not say anything for minutes at a time when I asked. She then told if I talk to a supervisor I will not get a refund. I literally asked to speak to a supervisor over 50 times before I was finally transferred to a supervisor. Once I finally got to talk to a supervisor. They said they would process a refund but it would take 10 business days. So I had to pay for the room again at the hotel.
      Interesting that the hotel only charged me a total of $180 all fees and taxes included. Why reservation.com charge me of $263? I feel this company is a scam company focused on ripping people of and stealing money. I do not believe they will give me a refund so I will contact my credit card company and file a fraud charge dispute.
      This company should not be allowed to operate doing this to people. I hope that they get shut down so they can not do this to anyone else.

      Business Response

      Date: 11/17/2022

      Business Response /* (1000, 5, 2022/10/27) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest has been refunded in full.


      Consumer Response /* (3000, 7, 2022/10/28) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      They have not fully refunded me. They charged me a service fee and they did not refund that.


      Business Response /* (4000, 9, 2022/10/31) */
      The Service Fee was refunded 10/27/22, guest was updated with timeframe for refund to reflect back on their account.


      Consumer Response /* (4200, 11, 2022/11/02) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I just checked with my credit card company and the did refund the room rate but have yet to refund there service fee. It is $19.99.

    • Initial Complaint

      Date:10/14/2022

      Type:Billing Issues
      Status:
      Resolved
      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 with them in June 2022 for a hotel in Boston. They charged my credit card immediately. I contacted the hotel recently to confirm and ask questions about the room and they had no reservation under my name. I proceeded to contact Reservations.com and they just kept sending me their original email. I asked to talk with a supervisor and the girl hung up on me. I have since made the reservation directly with the hotel. Reservations.com will not refund me, so I'm looking for help getting this money back. Thank you.

      Business Response

      Date: 11/09/2022

      Business Response /* (1000, 5, 2022/10/27) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest has been offered a full refund via email. Awaiting reply.


      Consumer Response /* (2000, 7, 2022/10/28) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Only after filing complaints with my bank, ******* and the BBB did this get resolved. Reservations.com was unwilling to reimburse me on their own. I have received the reimbursement today.

    • Initial Complaint

      Date:10/11/2022

      Type:Product Issues
      Status:
      Resolved
      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 8/24/2022 I went online to cancel my reservation at **** Inn in Wilkesboro, NC for 9/15-18/2022. A page comes up to entice you with a refund of $19.99 which they have charged you to not cancel. I click the space that showed cancel reservation and get a response that I will be refunded for not cancelling. This slot does not show up when you print the page. I called immediately and they ask why I was cancelling and I said I had booked an AirBnB instead. The representation put me on hold about 10 minutes and the call was dropped. I call my bank to dispute and was told today since I got the $19.99 refund my dispute is resolved.

      Business Response

      Date: 11/22/2022

      Business Response /* (1000, 5, 2022/10/20) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Even though the hotel confirmed the guest used this booking in full, we have reached out to the guest with an one time accommodation.


      Consumer Response /* (3000, 7, 2022/10/25) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I am taken back by the response and the fact that when I attempted to cancel they actually hung up on me. For the 3 nights the charge was $259.35 and the additional $19.99 fee I was told was to guarantee my refund if I cancelled the reservation in accordance with their policy
      but if I did cancel they would not refund the fee only. which is stated in their. The representative ask If I was okay with that. My response was yes. So when I attempted to cancel I'm refunded only the fee which went against their own policy. Normally the charges are not sent through on your card until you actually arrive but the charge was sent within 24 hours then 2 days later the $19.99 was charged by Reservations.com and the $259.34 was charged by Hotel*Reservation.com. Why? This did raise a red flag but I have never been treated so unprofessionally and stolen from on top of that. I have stayed there before but now I will definitely give notice to others how poorly I've been treated. I wanted to report to BBB so hopefully another poor performance of this business will be on record because you probably have others according to their reviews. Shameful.


      Business Response /* (4000, 9, 2022/10/31) */
      Guest has been offered a partial refund via email, even though the hotel confirmed the booking was used in full and even provided the room number.


      Consumer Response /* (4200, 11, 2022/11/01) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Well, I guess the email is sent to the invisible person that stayed at the hotel.
      They"ve lied again.


      Business Response /* (4000, 18, 2022/11/02) */
      Hello,

      The email offering a partial refund was sent to the same email we have on filed on this complaint. It was sent 10/20/2022 at 1:05 PM eastern time. There has been no response to this email as of today. We will be sending another email to this customer today with a different offer of a full refund.

      To also confirm, Jack at the hotel has confirmed that this refund request was denied, the guest checked in and used the room for the stay. We rely on the feedback of our hotel partners. If the room was not used we do suggest this customer contact the hotel directly to take that matter up with them directly.

      We do confirm we have sent an email as of now offering a full refund. This email was sent again to the one on file and listed on this complaint.


      Consumer Response /* (2000, 20, 2022/11/10) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I received total refund and it has posted in my checking account.
      Thank you so much.
      ************

    • Initial Complaint

      Date:10/06/2022

      Type:Billing Issues
      Status:
      Resolved
      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 very deceptively presents itself as the hotel property itself instead of a third party when the hotel property is searched for specifically on the internet.

      As a result, I mistakenly booked and paid for reservations at two different hotels that Reservation.com claim are non-refundable and include their own $19.99 service fee. After I discovered the mistake moments later, I called Reservations.com to cancel the transaction which was referred to their billing department which denied my cancellation and refund request.

      I subsequently booked my own reservation at one of the two hotels directly, which is fully refundable up until 6 pm the day of arrival and the same total price as that quoted by Reservations.com.

      I have attached as a upload the email confirmations from Reservations.com and also their email denying my cancellation/refund request for one of the two as well as my own reservation made directly, which clearly shows the hotel's cancellation policy not what Reservations.com claims it to be.

      Business Response

      Date: 11/09/2022

      Business Response /* (1000, 5, 2022/10/18) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest has been offered a refund via email. Awaiting reply.


      Consumer Response /* (2000, 7, 2022/10/25) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Business refunded amounts in full.

    • Initial Complaint

      Date:10/03/2022

      Type:Billing Issues
      Status:
      Answered
      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 for two nights, unknowingly with reservations.com and not the actual hotel. They did not tell me they were charging my credit card immediately, during the call and that I wouldn't be able to change the card charged when booking. I called reservation.com customer service and they refused to change the credit card or cancel the booking and rebook using my corporate card. So now I'm personally having to pay $385.90 because they failed to notify me that they were charging me and refuse to change the payment method.

      Business Response

      Date: 11/07/2022

      Business Response /* (1000, 5, 2022/10/12) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest has been offered a partial refund even though the hotel confirmed the room was used for the full stay.

    • Initial Complaint

      Date:10/02/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Booked a room at the ****** price was quoted. After putting in credit card information, it went directly to confirmed with $100.00 in extra fees. These fees were never divulged until after reservation confirmed and I had to go to my email confirmation to retrieve billing details. There was never an opportunity to review any charges until after reservation was confmed. It was never divulged that the reservation was nonrefundable until confirmed. I called within 2 minutes to cancel and was told that too bad.

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 5, 2022/10/12) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest bas been refunded.

    • Initial Complaint

      Date:09/30/2022

      Type:Product Issues
      Status:
      Answered
      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 9/14/22 I booked a room with ********** Inn in Richardson, TX for the weekend of 10/7/22. The following day I notice that I had been charged for twice for my room. I contacted the hotel only to find out that I had actually booked the room through a 3rd party, Reservations.com. I called Reservations.com to have my money for the double charge refunded & was told to send a screen shot of our account, I did immediately. I also disputed the charge with my bank. I have been unable to speak with anyone at customer support. On 9/21 I called Reservations.com to cancel my room completely & was informed that my room was non-refundable, after many phone calls they finally agreed to give me a refund through******* to which I have never received. I spoke with the hotel night manager & he discovered that Reservations.com has "hijacked" their website. I have a chain of emails regarding the double charge that I can forward to you. After looking up Reservations.com on your website I feel that I have been taken advantage of & can not resolve this situation without some further help. I am seeking a full refund from Reservations.com in the amount of $983.76 for the room I booked & cancelled & the additional room charge that they made in error.

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 5, 2022/10/12) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest has now been refunded via email.

    • Initial Complaint

      Date:09/29/2022

      Type:Product Issues
      Status:
      Answered
      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 mistakenly made a hotel reservation on reservations.com on 9/27/2022 at 10:23AM. I intended to book direct with the hotel. This was a business trip and my company does not accept expense receipts from 3rd party booking vendors.

      I cancelled the reservation on the same day 9/27/2022 at 12:49PM. The total charge $359.64 + $17.85 booking fee. I was only refunded $86.54, leaving a delta of $273.10 + $17.85 booking fee. Understanding that the booking fee was non-refundable, i am still owed a refund of $273.10 that was denied to me when I called to report the issue.

      Business Response

      Date: 11/07/2022

      Business Response /* (1000, 5, 2022/10/12) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      The guest has now been refunded by the hotel directly for the duplicate booking. We have also processed a partial refund since our booking was used.

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