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:06/05/2023

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

• Initial Complaint

  Date:06/01/2023

  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.

  Reservations.com 5/8/23 Reservation booked for ******** **** Tahoe, $130.83 for reservation, $19.99 booking fee. Confirmation ************ for reservation for 5/10/23. 5/10/23 Arrived at ******'s front desk 3:30 Pm to find no room reserved. Called ******'s reservations found out Reservations.com not affiliated with ******'s but is an outside booking agent. ******'s agent asked for their confirmation #, only one I had was from reservations.com, never had received a confirmation from ******'s,was told again no reservation had been made. Left hotel and booked a room elsewhere. 5:00 Pm called Reservations.com to get a refund, waited more than a 1/2 hour on the phone, was told I had to get a refund from ******'s but that the issue was being referred to their customer service manager who would not be there for a couple days. 5:30 Pm called ******** **** Tahoe again and asked them for a refund. Was told I now had a reservation for that date so could stay there but not get a refund, asked them for a confirmation # of that reservation, none sent. 5/16 received an email from Reservations.com ITIN************** "no refund due to unique policy I agreed to when sent confirmation". To date this remains unresolved with both companies telling me I have to get a refund from the other.

  Business Response

  Date: 06/02/2023

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

• Initial Complaint

  Date:05/31/2023

  Type:Billing 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 Tuesday, May 30, 2023, I made a reservation for the Cape Cod-Falmouth ******* Inn. I thought I was on the hotel's website, but somehow after I got the confirmation, it stated that it was from Reservations.com. I noticed that there was a 'no-cancellation' provision, which is not the standard practice for ******* Inns. In addition, there was a $19.99 service charge to use them that was not disclosed to me. Later the same day, I realized that I had put the wrong date in for the hotel stay, so I called them and explained the problem and was told that the hotel created this policy and that they could not change the date, even though my confirmation did not say that there was a 'No-Change' policy. I phoned the hotel on 5/31, who told me that Reservations.com blocks out their ability to change reservations, but if someone from Reservations.com could call them, that they would be happy to make the change. They also gave me a different name for the company, something like 'Book-a-Room'. I called Reservation.com back on 5/31 to let them know this, but they refused to make any change or to authorize a change. I was then transferred to a supervisor who repeated the same information. He told me that he could not tell me where Reservations.com is located, nor could they transfer me to someone in the U.S. He stated that they have no agents in the United States and no phone number. He said they they are not allowed to tell me anything about the company. I subsequently found out that they have an office suite in Orlando, Florida, but they could not be reached either. The funny thing is that Reservation.com would have made more money with the changed date. THIS COMPANY IS A SCAM! I would like my money back for Reservation No. *********** as well as the service charge. Please help us. We are seniors and cannot afford to pay this kind of money for a date that we cannot be there. Please email me or call me with a positive resolution. Thank you so much.

  Business Response

  Date: 06/05/2023

  All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days to reflect back onto your account depending on your financial institution. With this information, we do advise contacting your financial institution with questions regarding processing and follow up. We have marked this case "closed"

  Customer Answer

  Date: 06/07/2023

  
  
  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:05/30/2023

  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.

  Thinking I was dealing directly with the hotel through their online booking system, I reserved a room at the ****** ****** Inn, Arlington-Shirlington, Va for two nights beginning Friday, April 28, 2023. In fact I was making the reservation through Reservations.com. On April 28, I arrived at the hotel and was told that my reservation had been cancelled. It turned out that Reservations.com had cancelled it, claiming that because I arrived at 8:30, I had invoked their policy of cancelling if a traveler checked in after 8 p.m. I was not notified of that policy and could not find it in their written materials. I contacted Reservations.com, which has refused to reimburse me the $672.39 I paid them. I was forced to pay the hotel directly for my stay.

  Business Response

  Date: 06/01/2023

  All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days 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"

• Initial Complaint

  Date:05/24/2023

  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 looking into pricing for a hotel for a get away for my daughters birthday. As I was working through the pricing and seeing what was available I clicked through the website to find the information I needed to make a decision. The online system is not laid out in a way where you can read through all the information and terms before hand. Once I noticed my error by receiving a confirmation email I promptly called and emailed the provider and they were less that helpful. They refused to listen or help me with the charge. I looked into the price for the same room again while waiting and it was showing at a much lower price just moments later. I again contacted reservations.com and they refused to help adjust the pricing to represent what they had advertised.

  Business Response

  Date: 05/26/2023

  All charges held by Reservations.com have been fully refunded as of 5/26/2023 and can take up to 7-10 business days 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: 05/26/2023

  
  
  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:05/23/2023

  Type:Billing 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.

  Transaction date - May 22, 2023
  I made a reservation at the **** Conference Center at the University of Texas at Austin, or so I thought!! I was apparently was transferred to this third party website and then charge $19.99 for a service I did not want. This is a scam! Upon realizing this I was told I’d be refunded the amount of the reservation but not the $19.99 Reservation fee!! I want to be refunded the $19.99 In addition to the nightly charge.
  Hotel reservation ************
  Itinerary **************

  Business Response

  Date: 05/23/2023

  We have refunded the Service Fee of $19.99 as of 5/23/2023. Please allow up to 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. All charges held by Reservations.com have been fully refunded to the customer. We have marked this case "closed"

  Customer Answer

  Date: 05/23/2023

  
  
  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:05/18/2023

  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 may 17,2023 i googled oregon resort garden to book room. The first site appeared to be that of hotel. It showed price of $129.00 for one night king or double queen bed rooms. Prompted only one left of each for june 7th. So i booked the king size bed choiice. Provided my information and credit card. Then popped up Reservations.com has billed your card for $201.07. No breakdown of how charge went from $129 to $201.07. Thats also when i realized that it said Reservations.com not the name of hotel.
  I tried to contact for breakdown of bill but could not get anyone due to automated phone.
  I would like full refund. This is suppose to be hotel stay for my 60th birthday on 6/11. We cannot afford the hidden fees.
  Please help us. I am ashamed i fell into trap as clearly they look to be actual hotel website.

  Business Response

  Date: 05/23/2023

  Customer has been fully refunded as of 5/18/2023. 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 at this time. All charges held by Reservations.com have been fully refunded at this time. We have marked this case "closed"

• Initial Complaint

  Date:05/17/2023

  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.

  May 1, 2023, I went to the Hampton Hotel website to book a hotel room. During the online booking process there was no notification of a $8.99 service fee. Additionally, after completing the booking and receiving the email receipt of the hotel reservation, there was no notification of a $8.99 service fee. After receiving my credit card bill, a Reservations.com service fee of $8.99 was separately billed without my authorization. I attempted to dispute the fee with Reservations.com but the customer service representative could not locate a record for the fee. I am now disputing the Reservations.com service fee with my credit card company. My concerns are with Reservation.com lack of transparency in online booking, services charges and adequate customer service.

  Business Response

  Date: 05/18/2023

  Unable to locate customer's reservation. We have emailed the customer directly requesting additional information. Please respond to the email directly so that we may further assist.

• Initial Complaint

  Date:05/17/2023

  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 28-April I made a reservation ad the ******** ***** ** ******** in Hannover Germany, for a conference to ne held beginning May 30th. Because the hotel name is larger than the web site name, I thought I was on the hotel's web site, but I was actually on reservations.com.
  
  The nightly advertised price was about 160 euros per night, but when I completed the reservation, it was more like 233 euros per night, presumably because of taxes and fees, but nothing was ennumerated, only a total price was shown.
  
  When I realized the mistake, that I was not actually on the hotel's web site and the price was too high, I tried to cancel the reservation. The web site said I have to call to cancel. So I called reservations.com. They told me no cancellations, or refunds even after just about 10 minutes! So I am seeking a refund of $1158.58.

  Business Response

  Date: 05/18/2023

  Unable to locate the customer's information. We have emailed the customer directly requesting additional information to help locate their reservation. Please respond to the email directly so that we may further assist you.