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:04/03/2023

  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.

  They charged me more than $28 above the advertised rate for a motel. I asked about the excessive charges and they lied and said it was due to taxes only. I called the hotel directly and they said tax was $5. This company has deceptive practices and need to be investigated by the Florida Attorney General. They are refusing to refund all my money even after canceling the reservation 10 minutes after making it. I want a full refund.

  Business Response

  Date: 04/03/2023

  All charges held by **************** have been fully refunded to the card used during the time of booking. 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:04/03/2023

  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 their website they didn't specify they are going to charge you in USD. Only after you pay the money and get the receipt form the email, you know you have been charged in USD. And there is no refund option

  Business Response

  Date: 04/03/2023

  All charges held by **************** have been fully refunded. All refunds can take up to 7-10 business days to reflect on your account depending on your financial institution. At this time, please contact your financial institution with questions regarding processing and follow up. We have marked this case "closed"

• Initial Complaint

  Date:04/03/2023

  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 3/26/23 I made reservations at the ****** ****** Inn downtown Kalamazoo.
  Arrival date Fri April 7, depart Sat April 8.
  The reservations were for 3 rooms.
  It appeared I was using the hotel website.
  On Sat April 1 I needed to cancel 1 of the rooms and found out instead of booking through the hotel website, I booked through reservations.com and they have a no cancelation policy. (I called, they refused) My complaint is against both reservations.com AND Hilton for doing business with reservations.com

  Business Response

  Date: 04/04/2023

  The reservation has been full cancelled, and refunded in full. All charges held by Reservations.com have been fully refunded including the service fee. 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. We have marked this case "Closed"

  Customer Answer

  Date: 04/10/2023

  
  
  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. Yes, they scammed my money, they should return it.

  However, It should also be noted that the entirety of the complaints and reviews that I saw were of the exact same nature as mine.

  This company leads people to believe they are on the Hotel website IE it is not clear you are on reservations.com

  If/when you try to alter or cancel the reservation you are instructed to view the HOTEL'S  cancellation policy; misleading the consumer once again, they are trying to get you to believe it's the hotel policy and not theirs. When you speak to them on the phone, they are very ambiguous re. whose policy it is.

  It appears they only refund/cancel reservations if a consumer files a complaint. 

  They take your money under false pretenses. They try to keep your money, and infer it is the Hotel policy. Only if you file a complaint with BBB do they refund your money. 

  That behavior is not consumer friendly, and they should be required to fully disclose UP FRONT they are not the Hotel and charges are non cancellable/non refundable.

  
  Sincerely,
  
  
  
  ***** ********** **

• Initial Complaint

  Date:04/03/2023

  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 booked a reservation for a 3 night hotel stay at ****** ***** Resort in Banff, Alberta, Canada on Monday, March 27th, 2023. I thought I was booking through the hotels web site, however discovered afterwards that it was actually through ****************. Below is what I was charged.
  
  Payment Details
  Room Sub Total: CAD $2,105.00 (excluding taxes and fees)
  Taxes & Fees: CAD $444.60
  Sub Total: CAD $2,549.60
  Service Fee: CAD $157.88
  
  Total: CAD $2,707.48 (including taxes and fees)
  
  I expected the taxes to be about 5% which is what is standard in Alberta Canada and when I noticed the taxes were substantially higher on the emailed confirmation (21%) I inquired with **************** and asked what was included in the taxes & fees. Note: All this occurred on the same day I made the reservation (11 days prior to the 1st day of the reservation). I first called them, was told they couldn't answer what was included in taxes & fees and told to email their customer support. So I then emailed customer support and received a response indicating I should call customer support which I had already done. I then called customer support and was told I could cancel the reservation but would incur a charge of $157.88 and when I escalated to a supervisor was treated rudely and told there was nothing they could do. I did cancel the reservation and booked through ******* as I was disgusted with 1) how they misrepresented themselves as the actual hotel online 2) that they are charging costs they can not explain and 3) that they would not refund a booking fee on the same day I made the reservation. How are they able to get away with charging fees and taxes they can not explain?
  
  My ask is for your assistance in recovering the $157.88 CAD they charged me for a booking fee on my credit card which they would not refund.
  
  I have attached my email correspondence with them and a screen shot of what the reservations page looks like online.

  Business Response

  Date: 04/03/2023

  We have refunded the 157.88 CAD back on to the card used during the time of booking. All charges held by **************** have been fully refunded at this time. All refunds will reflect back onto your account within 7-10 business days depending on your financial institution. At this time, please contact your financial institution with questions regarding processing and follow up. We have marked this case "closed"

  Customer Answer

  Date: 04/04/2023

  
  
  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:03/31/2023

  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 made a reservation at the Westward Look Hotel in Tucson, AZ for the night of 5/11. At the end of the online reservation process I was asked to provide a credit card number. Thinking that I was using the hotels own website and the credit card number was just to hold the room, I provided the number. The next day, I canceled the reservation directly with a call to hotel. I was told that there would be no charge as the cancelation was made with sufficient notice.
  When I received my credit card bill I was charged $337.34 by reservations.com. I called The hotel and was told, again, that was not charged by them, that my cancelation was made with sufficient notice, and that I owed the hotel nothing. I then called Customer Service at reservations.com and was told that the $337.34, would stand and not be refunded to me. I question why reservations.com should be entitled, and receive the charges for the room when the hotel, itself, cleared me from any charges.
  While I fault myself for not looking more closely at the website on which I made the online reservation, I believe
  reservations.com's use of graphics of the Westward Look Hotel, so as to appear to be the hotel's own website is misleading and improper if not fraudulent and illegal. Your assistance in obtaining a refund of $337.34 would be greatly appreciated. I perceive this to be improper business practices by reservations.com, I feel entitled to additional compensation. But--lesson learned, and I will not use reservations.com.

  Business Response

  Date: 04/04/2023

  All charges held by Reservations.com have been fully refunded to the card used during the time of booking. 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. We have marked this case "closed"

  Customer Answer

  Date: 04/06/2023

  
  
  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:03/28/2023

  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.

  This company provides deceptive advertisement on their less-than honest website that traps people who book on their website. First they say you can answer anytime after booking and that's not true. You will be charged right away and they are non-refundable.
  Plus this website will charge you 35% of taxes and fees where the governmental charges is 16%. On top of that they charge an additional service fee.
  Here's the proof of what they charged me:
  
  Room Sub Total: USD $319.18 (excluding taxes and fees)
  Taxes & Fees: USD $112.14
  Sub Total: USD $431.32
  Service Fee: USD $23.94
  Total: $455.26.
  
  Date of experience: March 24, 2023

  Business Response

  Date: 03/28/2023

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

  Customer Answer

  Date: 04/11/2023

  I have just received a refund check from the company from which I have complaint (ID: ********vdated filed 3/25/2023). The case is now resolved. Thanks for your help.

  
  

• Initial Complaint

  Date:03/28/2023

  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.

  In early March I made a reservation with Marriott Spring Hill Suites Lake Norman / Mooresville for March 31st for one night. I thought I was talking to the front desk but I was talking to RESERVATIONS.COM. They charged my credit card $202.23. Several days later I realized I had given the wrong date and called RESERVATIONS.Com to change the date. They refused to refund any of the money (this would include the money they charged for tax). I called Marriott and they said that a refund would be ok with them but RESERVATIONS.COM would have to do the refund since they had the money. Called RESERVATIONS.COM and they still refused to refund. To my way of thinking, this is a simple case of theft. How can they be allowed to keep the money? I have a copy of the recite but I am old and don't have a fax and don't know how to download things.

  Business Response

  Date: 03/29/2023

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

  Customer Answer

  Date: 03/31/2023

  
  
  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:03/27/2023

  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.

  Made a hotel reservation on February 9, 2023 for a two-night stay at *********, Atlantic City, NJ. through ***************** Check-in date was February 26, 2023 and check-out date was February 28, 2023. My credit card was charged for $111.38. Upon checkout, my credit card was charged for an additional amount of $90.04 for various hotel fees. I did agree to the early check-in fee of $10.00 but not to unexpected fees. Attached are copies of the email confirmation from **************** and the hotel bill from **********
  
  As you can see from the confirmation, taxes and fees were included in the total amount. I have tried to contact **************** and were denied any compensation. Also have contacted ********* and were denied any adjustments.
  
  I feel that both **************** and ********* used deceptive advertising. Would not have made this reservation if known that there was almost double the cost of the stay. As you can see by the reservation, it states taxes and fees not included but the next line indicates amount of taxes and fees in the subtotal. I have used previous third-party web sites and never have received additional charges upon checkout.
  
  There should be a billing adjustment for the $78.68 fees. Any assistance would be appreciated.

  Business Response

  Date: 03/28/2023

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

  Business Response

  Date: 03/30/2023

  We have emailed the customer with an updated refund offer. Please respond to the email directly so that we may proceed with a refund.

  Customer Answer

  Date: 04/04/2023

  
  
  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. **************** agreed to refund $78.68 by sending a check to my residence.
  
  
  
  Sincerely,
  
  
  
  **** * *********

• Initial Complaint

  Date:03/27/2023

  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.

  Reservations.com operates under the guise that the are the actual hotel you are attempting to make a reservation at and does not indicate they are a Third Party. Because of this, additional feels are assessed and if any chances are made to the reservation, they cannot be altered. In my situation, I booked the hotel on 3/22 to arrive on 3/28 for a business trip. My business meeting changed days, and I was attempting to alter the reservation. When I called ******** Hotel, I learned that my booking was not through them but in fact a 3rd party vendor, which I could not tell from the website which is made to look like *********s website. I was told I had to contact the Third Party. I tried 5 different times and either got disconnected or could not get in touch with a person, stating my reservation number couldn't be found. I finally got ahold of someone who told me that because I wanted to change my reservation after 3/18 (even though I booked on 3/22), I could not change it and even if I did, I wouldn't gt a refund. I would have been able to change my reservation through the actual hotel, ********* this far out.
  
  My main complaint is the site not disclosing they are a Third Party and essentially trapping people into their reservations, unknowlingly. This was on a corporate card, and I would like the charges reversed.

  Business Response

  Date: 03/28/2023

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

• Initial Complaint

  Date:03/23/2023

  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 called the hotel’s (Hampton Inn by Hilton Pleasant View) listed phone number directly to make my reservation to avoid a third party reservation. I did not realize that once I selected to make a reservation from the prompt it directed me to a third party. When I made the reservation, I asked if I was speaking with the hotel directly because we were part of a school group that was staying there for a sports tournament. I wanted to get rooms close to the other players and also needed the ability to check out early from my reservation if we were eliminated from the tournament. When I contacted the front desk on 2/23 advising were would be checking out early on 2/24 I was advised the reservation was made through a third party and would have to contact them. This was my first understanding that the reservation was made through a third party. I contacted **************** on 2/23 and was told to contact them at check out to give them the name of the party checking us out at the hotel to authorize the early check out. I followed the instructions and confirmed with the hotel manager Amy B******** (************* that she received a call from **************** and confirmed our check out. I was told it could take 7-10 days to authorize the credit. I received an email confirmation from **************** they were working on authorizing my credit. Finally on 3/12, they sent an email wanting proof on Hotel letter head that the “hotel agreed to compensate for my reservation”. I contacted the hotel asking if they could provide me with a statement for the charges for the days which we were at the hotel. I was advised they could not because all charges were made directly with ****************. During this call I asked how I could of ended up making my reservation through a third party when I called the hotel directly. I was advised once you hit the prompt for reservations it takes you to a third party. I advised them I think this is deceptive especially for a Hilton hotel. I am happy to pay for the days which we stayed at the hotel and their service fee which was charged seperately. The charge for the rooms was $566.23 for 3 nights. We did stay 2 nights so I am disputing the charge for the third night of $188.74. I have disputed the $188.74 with my credit card company. Thank you for your help in this matter.

  Business Response

  Date: 03/31/2023

  The customer was refunded $188.74 back onto the card used during the time of booking. All refunds can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution. Please contact your financial institution with questions regarding processing and follow up. We have marked this case "closed"