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:05/11/2023

  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.

  On Feb 23rd 2023 My wife and I decided to reserve a room for our 37th
  anniversary. Or better put, we tried to. And thought we did as they extracted $98 bucks in seconds from my Net spend bank account. It was snowing really
  bad at the time so we also called a cab for transport. We are seniors and did
  not want no part of driving' in those conditions and a safe warn room
  room reserved and a cab driver for the driving conditions and we were set
  for the evening. Later that night when going home when the cab droppep us
  off at hotel, little did we know at the time that we were going to be stranded
  outside in a blizzard that night.. The ****** in reno said no rooms open and
  there is no reservation and that the hotel was full and been full a entire week
  due to valentine's day. and nobody has or will until after the valentine wknd is
  over. I couldn't believe what i was hearing as i looked at the whiteout conditions through the window. Then me & wife sat in hotel lobby on the couches trying to figure out &handle the situation and the manager walks up
  and says we have to get out bcuz their shift is over locking up, going home.
  And they did. What happened next was a brutal experience & never forget it.
  And it didn't have to, but someone's mistake at either ******, Reservations
  .com or expedia, caused it. It's been over 3 mos. and want a refund of $97.56
  i was charged for a room that was never open. i have called, and called, over and over with no results in resolving this. Payment for room on expedia app./smart phone. When i did talk to them, Reservtn.com was blaming ******. ****** saying they didnt take it, no rooms. Finger pointing. I was
  sold something that never was there/available &it should be illegal. It's stealing. HERE is the ITN# ************* HERE is reservations.com tele
  * ************ / His name was RIZ email is: ************************ I bank docs showing money taken attached & email correspondence. Can you please help? Thank you, ****** ************

  Business Response

  Date: 05/16/2023

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

• Initial Complaint

  Date:05/11/2023

  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.

  I was price checking hotels and had to get all the way through the checkout at reservations.com (which I mistakenly thought was the hotel website). The pricing was listed as $240 but I thought there may be other fees that I couldn't see so I went though most of the check out process. I accidentally paid for the room. Horrified I tried to call and cancel (less than 15 minutes after accidentally booking this room) to be told it was entirely not refundable even though I made the reservation in error minutes before. To add insult to injury the total was $375! There was taxes/fees and booking fees that were tacked on at the last page making this far more expensive than the website lead me to belive it would be.

  Business Response

  Date: 05/18/2023

  All charges held by Reservations.com have been fully refunded including the service fee. We have notified the customer directly via email. All refunds can take up to 7-10 business days to reflect back onto the card used during the time of booking. Please contact your financial institution with questions regarding processing and follow up. We have marked this case "closed"

  Customer Answer

  Date: 05/22/2023

  
  
  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:05/09/2023

  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 on a hotel website to book a room (3 months out) and was somehow redirected to reservations.com. I was not asked to click anywhere to confirm the booking or informed the booking was non refundable or that I would pay a service fee of $51. When I got the email confirmation I immediately realized the issue and emailed their customer service team. I was told that it was non refundable and it said so on my booking except the cancellation policy isn’t on the booking site unless you click a tiny box, it is sent to you after booking and money being taken. They said I could “request” my money back but it is a special request and I will lose my booking and not guaranteed to get any money back. They are charging more than any other site and the hotel itself which I tried to book through before being redirected without my knowledge. I was also hung up on by a supervisor when I called customer service.
  
  When I asked about the cancellation policy i was told they are all diff some refundable some partially some not. I have done mock reservations and still no clear direct cancellation policy.

  Business Response

  Date: 05/09/2023

  All charges held by Reservations.com have been fully refunded. All refunds can take up to 7-10 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. We have marked this case "closed"

• Initial Complaint

  Date:05/08/2023

  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.

  Reservations.com is a scam. They sold us something different than what we signed up for and stole our money. They did not clearly state they were a separate and distinct company then made false promises. We signed up to stay at a hotel for a different date then what they confirmed then told us to call the hotel and get a name of the manager and we would get a refund. After speaking to the manager at the hotel I called Reservations.com back and they said they would not honor was I previously told. For Mothers Day I was taking two foster kids, one of whom just found out her mom had died to get through the day. Obviously they do not care that they are stealing money from orphan's.

  Business Response

  Date: 05/09/2023

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

• Initial Complaint

  Date:05/08/2023

  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 August 2023,I made a 15 to 18 July 2023 reservation for a room at a Boston Marriott hotel on what I thought was the Marriott website. I quickly discovered the website was Reservations.com's website that looked almost exactly identical to Marriott's website. I received a reservation confi rmation from Re servations. com stating Congratulations ******* you are on your way! your hotel room reservation at Boston Marriott Long Wharf is confirmed." This was a lie. Checking with Marriott, I found no reservation had been made. Reservations.comos confirmation informed me that my credit card was being charged for $3268.31, this included a service fee of $198.48 (a charge I had not agreed to). Reservations.com charged my credit card $1,342.87 more than what I would have been charged had I made the reservation through Marriott. I noted that the confirmation also gave me the opportunity to cancel the reservation by a certain date without penalty. However, 1 Reservations.com had back dated the no penalty cancelation date to four days before I placed my reservation. I emailed Reservations.com to cancel my reservation and asked them to delete the total charge from my credit card. They wrote back saying I had to agree to cancel the reservation and accept the fuIl amount of the booking charges. In an email I informed Reservations.com that as I had requested in my original email, they should cancel the reservation, but I would not accept the charges and wanted Reservations.com to cancel these charges to my credit card. In a later email, Reservations.com said they would try to cancel the reservation by obtaining a waiver, implying the waiver would be from Marriott. Since they had not made any reservations for me, this attempt to obtain a waiver is simply nonsense. To date, I have heard nothing further from Reservations.com on this matter.

  Business Response

  Date: 05/11/2023

  We have refunded the customer for the room and taxes. At this time, we are unable to refund the service fee to the customer as there is a guest-initiated charge-back on our end for this service fee. We have notified the customer via email. At this time, we do advise the customer to contact their financial institution with questions regarding processing and follow up. We have marked this case "closed"

• Initial Complaint

  Date:05/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went online on 04/29/23 to make a hotel reservation at Comfort Suites in Conway Arkansas for 05/16/23. I thought this was part of the hotel site. After making my reservation I was sent a confirmation email which showed they had already charged the price of the room and a $19.99 booking fee. I found out today we would not be able to make the trip, so I tried to cancel. I was told the room was not refundable. How can they keep my $118.39 for nothing.
  Reservations.com. Res************
  Itinerary #**********

  Business Response

  Date: 05/09/2023

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

  Customer Answer

  Date: 05/09/2023

  
  
  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:05/01/2023

  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 on April 28th 2023 with Reservations.com. Within 20 minutes I realized that I had used their website in error. I thought that I was reserving directly with the hotel. I contacted Reservations.com immediately and asked to cancel. They said that my booking was not refundable and that when I pressed "make reservation" I agreed to the conditions which were: To get a full refund I would have had to cancel by April 25th 2023. If I canceled between April 25th and April 26th I would still pay the hotel fee. How can I cancel 3 days before making the reservation? I complained bitterly with their "customer service (I still have all emails and my reservation but have not put them in a format for uploading to your website). They also indicated that not only did I lose my entire booking price of $225.93, Reservations.com canceled the room reservation at my request. Yes I did request to cancel. But to not get any fees back within 20 minutes of making the reservation? I was outraged. When I did review the cancellation terms it did indeed say that I would have had to cancel by April 25th. I am astonished that this is proper business and that they can refuse refunds on this basis. In addition, they like to advertise that they can be up to 60% less than booking direct. In my case they were 20% more than the room if I had booked direct with the hotel.

  Business Response

  Date: 05/09/2023

  Emailed customer directly regarding a refund. Please email us back directly so that we may further assist with your refund.

• Initial Complaint

  Date:05/01/2023

  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.

  Transaction date: 4/29/23
  Amount Paid: Service Fee: USD $121.98 + Sub Total: USD $2,124.05
  Itinerary Number: *************
  Reservation Number: ***********
  Googled ***** Place in Fort Worth near TCU. I've been looking at this hotel for a few days and decided to make my reservation today. The first item to come up in the search looked like the ***** site that I visited before. I went all the way through the reservation process and then checked my email to ensure I received the confirmation. Nothing from ***** - but from Reservations.com. I looked at the invoice more closely and saw the service fee tacked on ($121.98). I went to my credit card activity online and see they've already charged the full amount and a separate entry for the service charge. Why? What is the service charge for? It was not stated clearly when I made the reservation. Further, on the site when I made the reservation there was a note we'll get free breakfast. The invoice doesn't say anything about free breakfast. I've attached screenshots of the website and the emailed invoice.
  The room price is a few dollars more than what ***** is offering. I tried to cancel the reservation online, but it's not recognizing my reservation number and itinerary number. The reservation states it's non-refundable.
  Admittedly, I should have paid closer attention. I would rather book with ***** directly for peace of mind. I have an uneasy feeling about this reservation based on the lack of transparency with this company.

  Business Response

  Date: 05/11/2023

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

• Initial Complaint

  Date:05/01/2023

  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 April 25th I made a hotel reservation on what I thought was the Hotel ******* **** website. Turns out I had been redirected to reservations.com. They charged me $411.88 for a one night stay on April 26th. I requested a receipt from the hotel because I had added a $36 parking fee and it was not included in the $411.88. They sent me a receipt that showed a cost of only $308 plus the $36 parking fee. I had been way overcharged by reservations.com. This is a scam website. They imitate real websites then overcharge you - and the hotel can do nothing about it. You have to go through reservations.com. And they say you should've read the website better. This business should be shut down. They operate under two different names. One is CCI*reservations.com out of Texas and the other is reservations.com out of Florida. There are multiple bad reviews on this BBB website. Please do something to shut this site down!

  Business Response

  Date: 05/03/2023

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

• Initial Complaint

  Date:04/28/2023

  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.

  Essentially a scam.
  
  Tried to book a room online through hotel site in Amherst Nova Scotia. While on site was transferred to Reservations.com site without knowing. Price changed from Canadian dollars to US dollars without explicitly identifying currency change, or obviously identifying the non-refundable $19.99 booking fee. Once I received the confirmation email that was explicit in both the fact that the price was in USD and there was a $19.99 booking fee I immediately (<5min) called provided telephone number to cancel. Was told that the booking fee and hotel fee were both non-refundable and not able to be cancelled. Spoke to supervisor who told me if I cancelled I would have to pay the booking fee and possibly the hotel cost as well (hotel cost would be sent to billings as a 'special' request for refund).

  Business Response

  Date: 04/28/2023

  All charges held by Reservations.com have been fully refunded at this time. All charges will reflect back onto your account within 7-10 business days depending on your financial institution. Please contact your financial institution with questions regarding processing and follow up. We have marked this case "closed"

  Customer Answer

  Date: 04/28/2023

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