Business Profile

Hotel Reservation

Reservations.com

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Complaints

Name: Reservations.com
Address: 390 N Orange Ave STE 1605, Orlando, FL, 32801-1675, USA

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

Customer Complaints Summary

427 total complaints in the last 3 years.
151 complaints closed in the last 12 months.

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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:05/14/2025
Type:Service or Repair 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 9 I Book A Room At Hotel Reservations.com For May 9-11 2025 For Two Nights . Ok When I Got To The ******* LOCATED ON ********************************* The Hotel Clerk Told Me That I Have Any Reservations Made I Even Gave Him The Literary Number He ********* And He Was Extremely Rude To Me Down And Got Real Hostile Towards Me By Hitting The Plateau Glass Real Hard He Treated To Called To Called ?? The Police ?? On Me . So I Gave Me My Card ?? But I Didn't Say The Whole Two Nights Only The One That I Booked For May ****** Which Was That Friday . I Didn't Even Want To Stay The Second Night Because He Was So Rude To Me And He Threatened To Called The Police On Me . So I Refused To Stayed Another Night Or Even Do Business With ******* LOCATED ON ********************************************************** He Need To Learned How To Treat People I Just Didn't Like His Attitude And Him Being Rude To Me At All !!!!!
Business Response
Date: 06/04/2025
Greetings ********,
I'd love to help clarify! After taking a deeper look into your reservation, I see that it was booked as a pay-at-hotel reservation, meaning that we did not charge your card since the hotel took care of charging your card. Therefore, since the charge to your card came through the hotel, any refunds will need to come directly through them as well. For easier communication, I will provide the hotel's phone number: **************. If you have any further questions or concerns, please feel free to reach out to me personally at *****************************************************!
Kindly,
******* ******
Customer Answer
Date: 06/05/2025
The Better Business Bureau Agent Transferred To The Correct Better Business Bureau Company Sorry For The Inconvenience .
Sincerely,
******** ******
Initial Complaint
Date:05/12/2025
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.
April 11, 2025:?My elderly mother called what she believed to be a ************** booking company. She was told the **************** in ********* offered the best available rate for her dates, and pushed to buy cancellation insurance.? She was not informed that the full amount would be charged to her card immediately, nor that she was booking through a U.S.-based platform. She was charged a total of $897.09.After booking, she told me and I saw she was misled about rates. I contacted the company immediately and explained the situation. The agent I spoke with acknowledged the issue and assured a full refund including the $87 cancellation insurance, would be processed within 2 to 10 business days.* My mother received text messages indicating refund amounts of $63.09 ($87.51) and $232.86 ($323.26), with no explanation.* April 23, 2025:?My mother received a partial refund for the random amount of $323.37 CAD * May 8, 2025:?Upon learning that she received a partial refund, I contacted their support team. The agent could not explain why only $323.37 CAD was refunded. She said the case would be escalated to the reservations team and that they only communicate by email.? I was told the remaining refund would appear within a day. the vague email my mother received only stated the request would be reviewed.I sent them an email with this timeline and saying I would file a complaint if nothing was done May 12, 2025: I spoke to someone on the phone, they could only send another escalation email saying it would be reviewed. I asked why it had to be reviewed when it was already supposed to be refunded. They said just to wait and it would be resolved in 2-10 business days. *As of May 12, 2025, the remaining balance of $573.37 CAD has not been refunded. This is: Misrepresentation of the best available rate, Lack of transparency around currency and pricing, Misleading and inconsistent communication about refunds, Failure to follow through on a clearly promised full refund.
Business Response
Date: 05/15/2025
We have escalated this case to our team for further review. Once we have received an update from our team, we will notify the customer and the Better Business bureau immediately.
Customer Answer
Date: 05/15/2025

Complaint: 23321124

I am rejecting this response because:
On April 11 I was told I would receive a full refund. No ‘review’ required. There was no reasoning or communication about partial refund. There is no reason for a need to review - the remainder needs to be refunded immediately.

Sincerely,

Thea Rawjee
Business Response
Date: 05/23/2025
We are unable to locate the customer's reservation with the information provided.
We kindly ask for the customer to provide the itinerary number along with the email address associated with the email address so that we may further proceed with our assistance.
Customer Answer
Date: 05/29/2025

Complaint: 23321124

I am rejecting this response because:
This response does not make sense - they said that the request was ‘in review’ and now apparently they don’t have the information.
Please see below requested information to help complete the refund:
Booking Itinerary Number: H10971828
Hotel: Grand Park Hotel
Booking Check in date: May 13
Email associated with booking:
[email protected]
Total charge $897.09 CAD
refund amount as of today: $323.36 CAD
refund still owed: $573.73 CAD

Sincerely,

Thea Rawjee
Business Response
Date: 06/04/2025
Good Day,
We are unable to locate the reservation with the information provided. I am happy to assist you. Please provide your itinerary number to [email protected]. I look forward to hearing from you.

Kindly,
Caitlin Thomas
Business Response
Date: 06/06/2025
Thank you for reaching out to us. We wanted to let you know that we are currently working on your request! If you have any immediate questions or concerns, please feel free to contact us

Thank you
Caitlin Thomas
Business Response
Date: 06/06/2025
Greetings,
Thank you for your patience. Please be advised that the customer has been refunded in the amount of $715.06 . Rest assured this amount will reflect back onto your account within 2-10 business days depending on your financial institution. We do advise contacting your financial institution with questions regarding processing and follow up.

Kindly,
Caitlin Thomas
Business Response
Date: 06/16/2025
Good Afternoon,

We kindly ask for the BBB to close this case as it has been resolved.
We have marked this case "Closed"
Business Response
Date: 06/16/2025
Greetings,

Thank you for your patience. Please be advised that the customer has been refunded in the remaining amount of $715.06. Rest assured this amount will reflect back onto your account within 2-10 business days depending on your financial institution. We do advise contacting your financial institution with questions regarding processing and follow up.

Kindly,
Caitlin Thomas
Initial Complaint
Date:05/07/2025
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 February 23, 2024, My Husband and I booked a stay at ************************** in ************ for the dates June 2326, 2024, via Reservations.com. The website used the official name, images, and branding of Le ************************ which led me to reasonably believe I was booking directly with that luxury *********** Reservation Number: R1602967789 and Itinerary Number: ************* However, when I contacted the hotel directly to confirm details, I was informed that they had no record of my reservation and do not partner with Reservations.com in any capacity. I later discovered that my reservation had instead been placed at a different, inferior propertyone I never selected or approved. This is a clear case of false advertising, misrepresentation, and breach of contract.The total I paid through Reservations.com was USD $3,568.39 (including taxes and fees). Due to thier deceptive conduct, I am being forced to rebook accommodations directly at ************************** at the correct rate, which totaled ***** (approximately USD $7,755.36 at the time of booking). This difference of over $4,186.97 was a direct result misrepresentation and failure to provide the service that was promised.Any property is significantly more expensive given how close our vacation is compared to when we booked in February and as a result i am at a complete disadvantage with an inability to mitigate my loss.The company has refused to issue a refund to me on my credit card
Business Response
Date: 05/15/2025
We have escalated this case to our team for further review. Once we have received an update from our team, we will notify the customer and the ****************** immediately.
Business Response
Date: 05/23/2025
The customer has been reserved at an alternative hotel, and the escalation has been resolved.
We have marked this case "closed"
Initial Complaint
Date:05/06/2025
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 Thursday May 1st, we booked a reservation for a hotel room at the **********************. We believed we were booking directly with Westin as it deceptively marketed that way in ****** search. We needed to cancel the reservation. I immediately called to cancel where we were told it was a third party company and the rate of over $588 was nonrefundable. I located the direct number for the ********************** and spoke to their reservation team who said they were unable to do anything as it was not booked through them. They suggested I might be able to speak to their accounting team which I called and emailed with a request for help. On May 6th I heard back from the Westin claiming they were unable to assist. This practice of Guest Reservations and the Westin is very deceptive and exorbitant.
Business Response
Date: 05/15/2025
We have reviewed this information, and have concluded that the customer has booked their reservation with Guest Reservations and not Reservations.com. We have emailed the customer directly with the contact information to Guest Reservations. Please note, we do not have the ability to further assist the customer due to privacy reasons between Guest Reservations and the customer.

We have marked this case closed

Customer Answer
Date: 05/20/2025

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. I mistakenly filed against the wrong business.

Sincerely,

******** *****
Initial Complaint
Date:05/01/2025
Type:Sales and Advertising 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 4/30/2025 around 6:30PM I was looking up a hotel for the weekend. I thought I was on the hotels direct site. The courtyard Marriott in ****** WI. I was trying to book a hotel for this Saturday, 5/3/2025. Whole booking the website froze and I had to start over. Somehow I missed that the date switched to 4/30/2025 for a check in day and a departure of 5/1/2025. I found this out once I made the payment. I immediately saw that it was booked for the same day I was making the transaction even though I was not going to be in ****** until the weekend. I immediately called every number I could find for *************** and consistently was put on hold and unable to talk to anyone to explain what happened and that I made a mistake of booking the wrong date. I called a minimum of a dozen times from 6:30PM to 11PM and not one time did I get through to someone to explain the situation. Over an hour after making the booking mistake I finally got a confirmation email at 7:42PM. That allowed me to at least know who I had been scammed by, ***************. I was then able to go on and find a spot where I could email customer service and advise the issue I experienced. I got a response from ******************* that all purchases are final and I could not cancel the hotel. First I honestly thought I was on the ******** website. Second, I had the right dates in there and then when the website didnt take my credit card I had to start over and the reservation dates went to that day, April 30th. Booked a hotel at 6:30 PM for that night. Obviously was not my intention. I called the hotel and they said they couldnt help me because it was a 3rd party. This cannot be legal. I immediately tried to cancel from the moment I got confirmation that the check in date was wrong and have gotten no where. They are going to charge me over $330 for a simple mistake that I tried fixing immediately after getting confirmation. I want my money back as this is a crime.
Business Response
Date: 05/15/2025
We have escalated this case to our billing team for a resolution. Once our team has provided us with an update we will notify the customer directly and the ********************** immediately.
Customer Answer
Date: 05/19/2025

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:04/29/2025
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 3-11-2025 I made reservation for a Hotel. On the same day I cancelled those reservation. As per reservations.com I had until 4-20-2025 to change or cancel the reservations. They still billed me even though I was within the time frame of canceling. T tried contacting reservations.com at **************. When asking for my itinerary number it did not recognize it and would hang up. I could not talk to a representative so her i am filing a complaint. Attached is the bill and reservation confirmation with the statement and time frame I could cancel my reservation highlighted on page 2.
Business Response
Date: 05/15/2025
We have escalated this case to our team for further review. Once we have received an update from our team, we will notify the customer and the ****************** immediately.
Customer Answer
Date: 05/15/2025

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,

***** ********
Business Response
Date: 05/15/2025
We have reviewed this matter and confirm that a refund for the room and taxes have been processed as of 3/11/2025.
As a courtesy to the customer, ********************** has processed a refund for the service fee as of 5/15/2025.
All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days to reflect back onto the card used during the time of booking. With this information, we advise that the customer contact their financial instutition with questions regarding processing and follow up.

We have marked this case "closed"
Initial Complaint
Date:04/27/2025
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.
Website used to make reservation was ********************. They shows $69 for the room and no other fees. After completion of the sale they charged me approx. $40 in additional fees. I called an cancelled and they said it was cancelled but no refunds are allowed. This charge along with the $92 charge I consider fraud due to the approximately $40 in hidden fees. I called the motel directly and they said they only do business with Expedia and *********** and are not affiliated with any other online services. ******************* put this additional charge through as ***********. The motel said the will not refund my $69 which they said is the only charge they know of and they also suggested I report this website as they have no affiliation with them.
Business Response
Date: 05/15/2025
We have reviewed this information, and have concluded that the customer has booked their reservation with Reservation Desk and not Reservations.com. Please note, we do not have the ability to further assist the customer due to privacy reasons between Reservation Desk and the customer.

We have marked this case closed
Initial Complaint
Date:04/24/2025
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 this reservation online for my husbands birthday and when we arrived at the hotel, we discovered the internet did not work, the cable TV was down, the mini-fridge was out of order, and there was not hot water in the bathroom. We proceeded to go downstairs and tell the front desk clerk who was very apologetic and stated she would email her manager and request a refund for our stay. We called you and the *** said to write this letter. We spoke with the manager first thing in the morning of the 2nd day and told her we would not be staying a 2nd night, and she was professional, apologetic, and courteous, and said she would refund our full amount, and request you, the booking agency to do the same as they were experiencing issues.
Business Response
Date: 04/25/2025
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 advise contacting 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"
Customer Answer
Date: 04/25/2025

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:04/15/2025
Type:Service or Repair 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.
While booking a hotel reservation with a company directly, I "somehow" ended up booking on *************** instead. It was for 200 more than what I was quoted for a 1 night reservation. I immediately called to cancel and reached a recording saying I could not cancel until we were 7 days to the event. Called our credit card company to let them know we did not want the charge to go through and we not only were cancelling but finished booking correctly. Upon calling closer to event to cancel, *************** already had cancelled the reservation. I assumed through ** dispute. They did not mention any inability to credit. I then received a notice from ********** that reservations.com has a no refund policy and charges are considered valid. I let them know this was fraud from the start. They suggested I try to resolve with Reservations.com. When I called them, they referred me to a different number which requested my itinerary number and when I gave it to them, they hung up on me. They make it so easy to book, you dont even have to do it intentionally but they dont want to let you cancel easily or refund overcharges. Absolute scam of a company and should not be allowed to price ***** for the zero service provided.
Business Response
Date: 04/16/2025
At this time, we have confirmed that the charges held by Reservations.com have currently been put on hold due to a customer-initiated dispute. Due to this dispute/chargeback, Reservations.com does not have the ability to further charge or refund any further transactions.
Please note, all dispute/chargebacks can take up to ***** business days to resolve by both parties' financial institutions and any corresponding appeals.

With this information, we advise contacting your financial institution with questions regarding processing and resolution time.

At this, we have marked this case "closed" as we are unable to further assist at this time.
Initial Complaint
Date:04/13/2025
Type:Service or Repair 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 had gone to Cleveland Clinics website since my husband and I were traveling out of state to see his heart surgeon for a doctors appointment. I clicked on lodging and then the Holdiay Inn ******** Clinic. At the top there was a phone number I called. When the agent answered they said the Holdiay Inn at *********************** and I truly believed I was speaking to someone of the hotel. I was quoted and amount for the two day stay. The total seemed crazy high so I then asked what was the daily rate. Not once did they tell me about a protection service that they were automatically charging. I told them we were traveling in 5 days so I didnt need that. My credit card was charged automatically. I saw that I had over 200 dollars in taxes and recovery fees with no itemization. I called back within minutes and told them I was taken advantage of and I felt this was poor business practices. The woman I spoke to could not tell me the name of her business. I finally got hotel reservations and no address. I was told she was canceling it and I have not had any communication that this charge of over 500 will come off my credit card. I am extremely frustrated and this business is making money off of people in unfair ways. Are they related to hotel planner? I was hung up on several times and I spent my Saturday evening on the phone for three hours trying to get reimbursement for something I canceled instantly once I saw the email with no itemization of the crazy fees. I cant believe Im being charged and I havent even left. I thought it was just for the hotel to have and you pay when you leave.
Business Response
Date: 04/14/2025
We are unable to locate the customers reservation with the information provided. We have emailed the customer directly regarding additional information.

Please respond to the email directly so that we may further assist.

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Reservations.com is NOT a BBB Accredited Business.