Business Profile

Hotel Reservation

Reservations.com

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This business has 1 alert

Pattern of Complaints

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

548 total complaints in the last 3 years.
165 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:07/29/2025
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.
I made a reservation thru Reservations.com for the ******************************* for 7/5/25-7/8/2025. My plans changed almost immediately, and I reached out to their listed support email to request a cancellation, as I had not received a confirmation email yet. Although my request did technically fall outside of the full refund window listed on the reservation page(which I'm not sure how that was possible, since I made the reservation on 5/31 my local time, and it said the window for a full refund ended on 5/29 hotel's local time, and the hotel is only 8 hours ahead of me), I called both reservations.com and the actual hotel to raise the request of a full refund. We're not talking small pennies here; we're talking over $4,000. After almost 2 weeks of back and forth, and money out of my pocket to make the international calls to the hotel, a support representative from reservations.com promised me on 6/18 at 1:43 PM PST that my request for a full refund had been granted by the hotel, and that it would be processed and returned to my card in 7-10 buisness days. I also have an email confirming this. It is now 7/29/2025 and I have to receive the $3,080.47 I am still owed, with no follow up or further communication from reservations.com until I poked them today via phone. I was told the same BS, that they needed to gather 'more information' to look into this issue. What more information could they need?? The hotel approved the refund. If they follow thru on their promises to locate and provide the 'missing' refund, I will update this complaint. Otherwise I have plans to take legal action, as it seems my money is being held onto by this scammy entity.
Business Response
Date: 07/30/2025
Greetings,
We have forwarded this information to our escalations team for further review We continue to ask for your patience as any interference could delay your resolution time.
Once our escalations team has provided me with additional information or a resolution I will notify the customer and the ********************** Immediately.

Thank you
******* ******
Customer Answer
Date: 07/30/2025

Complaint: 23670336

I am rejecting this response because: they are asking for time to gather information and issue a formal response and/or resolution, so please leave the case open.

Sincerely,

***** ********
Business Response
Date: 08/04/2025
Greetings Mr. ********************** you for your patience as our escalations team has reviewed this matter. I am happy to inform you that we have issued a full refund back to the card used during the time of booking. Please allow up to 2-10 business days for this 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.

Thank you,
******* Thomas
Business Response
Date: 08/26/2025
Greetings Mr. ******************* style="color: rgb(33, 37, 41);">
Thank you for your patience as our escalations team has reviewed this matter. I am happy to inform you that we have issued a full refund back to the card used during the time of booking. Please allow up to 2-10 business days for this 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.

Thank you,
******* Thomas
Initial Complaint
Date:07/25/2025
Type:Service or Repair 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 tried booking a room on 7/22/2025. After I imputed my credit card, the website gave me a pop up saying the room was no longer available, so I did not follow through with the booking. Two hours later, my credit card was charged and I received a confirmation email from *************. This was for a different room than the one I selected. Ive contacted ************* for 4 days in a row. They keep saying they will call me back and they also gave me a fake email to send proof of the website pop-up that I received. Luckily I had taken a picture of this pop-up because it looked weird. I called the hotel as well and they did not have the booking in their system. This website is a complete scam. They are unwilling to refund me and have charged me for a room I did not book.
Business Response
Date: 07/25/2025
Greetings Ms. ********************** be advised you have contacted Reservations.com and not *************. Although both have "Reserve" in the title, neither companies are affiliated with one another.
We ask to redirect this escalation with ************* as they will be your point-of-contact moving forward with this matter. Please note, Reservations.com does not have the ability to further assist due to privacy reasons between ************* and the customer.
Below is the website with the contact information to further assist you.
*************
********************************

Thank you,
******* ******
Customer Answer
Date: 07/25/2025

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.
Initial Complaint
Date:07/21/2025
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.
I mistakenly booked a hotel room through ******************** when I searched the hotel on ******. It never warned of cancellation fees or policies. Two days later, I tried to cancel my reservation and they won't give me my money back. The upcoming stay is 4 days away and I cannot get a refund. They are scammers trying to take people's money posing as an actual booking site.
Business Response
Date: 07/21/2025
Greetings,

We have reviewed this information, and do see that the customer has informed that they have booked their reservation with Reservation Stays. Please be advised that the customer has reached out to Reservations.com and not Reservations Stays. Although both companies have the word "Reservation" in their name, both companies are not affiliated with each other.

We ask that the customer redirect their concerns to Reservation Stays as they will be the point-of-contact regarding this matter. Please note that Reservations.com does not have the ability to further assist due to privacy reasons between Reservation Stays and the customer. We have provided the contact information to Reservation Stays for your reference.

Reservation Stays:

Phone: **************
Email: ************************************************

We hope this information assist you.

Thank you
******* ******
Business Response
Date: 07/21/2025
We have provided notes regarding the information provided.
Initial Complaint
Date:07/17/2025
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 am writing to formally file a complaint regarding my hotel reservation made through your *************** Details:- Hotel Name: Swissotel ******** Makkah- Booking Date: December 27, 2024- Stay Dates: July 31, 2025 to August 1, 2025- Name on Reservation: [****** Sheiha]- Email/Phone used during booking: [********************************/**********]- Confirmation Number: [B_16672236]I contacted the hotel directly to confirm the reservation, but they informed me that **no booking exists under my name, confirmation number, or contact information**. I also tried to resolve the issue with your customer service multiple times, but the responses were unclear and the confirmation codes provided were not recognized by the hotel.This situation is extremely stressful and unprofessional. I demand a full refund of the amount I paid.I attatched all emails between me and the hotel as a proof.
Business Response
Date: 07/18/2025
Greetings,
I am happy to assist you.
Please be advised that the information provided does not match the reservations in our system. For further assistance, please provide the email that was originally sent to you during the time of booking with the following information below to Caitlin.******@Reservations.com. This information will further assist to help resolve this matter.
-The name "****************" in title
-The email address associated with the reservation
-Itinerary number that was provided during the time of booking.

A screen shot of this information will be acceptable, however we must have the information provided for further review.

Kindly,
******* ******
Customer Answer
Date: 07/18/2025

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.
And the attached screen shot indicates the name that I got the booking from [Reservationday] and they did not ask me a bout itinerary number during booking.
Sincerely,

****** Sheiha
Customer Answer
Date: 07/18/2025
The attached photo is the rest of the email included the contact email and phone number of reservationday and this number I used to contact with them to solve this problem, but they did not do anything
Customer Answer
Date: 07/18/2025
During the booking process on your website, I was never provided with an itinerary number or any clear reservation ID. I only received a confirmation email after booking.
Please find my booking details below to help you locate it:
Email used for booking: [********************************]
Full name: [****** Sheiha]
Date of booking: [12/27/2024]
Hotel name and location:[Swissotel **************]

Business Response
Date: 07/18/2025
Greetings,
After further review, we were able to confirm that the reservation was booked with "Reservation Day" and not "Reservations.com.
Although both companies have the word "Reservation" in the name, please be advise that both companies are not affiliated with each other. With this information, we advise that the customer contact Reservation Day for further assistance as they will be the point of contact for the customer.
Please note, ********************** does not have the ability to further assist due to privacy reasons between Reservation Day and the customer.
Below is the contact information for Reservations.com. We kindly ask if the customer may redirect this escalation as this pertains to Reservation Day and not Reservations.com.

Reservation Day Contact
Phone: ***************
Email: ********************************************

We do hope this information assists you.

Kindly,
******* ******
Initial Complaint
Date:07/14/2025
Type:Sales and Advertising 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 5/12/2025 I reserved a hotel reservation directly through the **************************** website that unknowingly routed me to Reservation **********. The reservation was from Saturday, July 19 - Monday, July 21, 2025. The total for the rooms was $610.00. Tax/Recovery charges/service fee was $270.48. Totaling: $880.48. On Monday, July 14, 2025, I called the hotel to cancel (due to illness) and hotel said they couldnt cancel because I booked through a 3rd party ( Priceline/Reservations **********) I called Reservations ********** they told me that in order to give me a refund they had to get permission from the hotel, but I had cancel the reservation first. So I agreed to cancel the reservation so that I could get a refund. Reservations.com said that the hotel declined my request for a refund and because I canceled, I lost all my money.
Business Response
Date: 07/16/2025
Greetings Ms. ******************* have reviewed this information and have confirmed that you have booked your reservation with ******************* and not Reservations.com. Please be advised that while both companies have "Reservations" in their name, neither companies are affiliated with each other.
With this information, we advise contacting ******************* as they will be your point of contact regarding further assistance. Please note, Reservations.com does not have the ability to further assist due to privacy reasons between ******************* and the customer.
Below we have provided the contact information to ******************* for your reference.
Phone Number: +**************
Email: ****************************************************

We hope we were able to assist you with this information.
Regards,
******* ******
Initial Complaint
Date:07/14/2025
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.
Complete scam! I booked through their website and was charged $205.18 and never recieved a confirmation and was told by the hotel when we tried to check in they dont have a reservation for us
Business Response
Date: 07/14/2025
Greetings,
I am happy to assist you. Please provide the itinerary number along with the email address associated with the reservation to ******************************** Thank you and I look forward to assisting you!

Kindly,
******* ******
Initial Complaint
Date:07/11/2025
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 June ******* I called to book a reservation at *********************************** for 2 three bedroom villas for Labor Day weekend. I thought I was speaking to the hotel reservation person directly . The person on the phone made reservations, took my credit card info and booked the rooms. When I called the hotel a week later I was told I booked through a 3rd party. I then booked 2 villas with the hotel directly and cancelled the 3rd party reservations which were for 1000 dollars more. They refunded to my **************** all but 1400 dollars. I got penalized for cancelling almost 2 months ahead of our reservation. I was never told of this cancellation fee. I dont know of any place that does this. They should not be allowed to be in business.
Business Response
Date: 07/11/2025
Greetings,
We are unable to locate the reservation with the information provided through the Better Business Bureau. For further assistance, please provide the itinerary number along with the email address associated with the reservation to ******************************** Thank you and I look forward to assisting you.

Kindly,
******* ******
Business Response
Date: 07/15/2025
Greetings,
We have refunded the customer as of 7/15/2025. Please allow up to 2-10 business days for this 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.

Thank you
******* ******
Initial Complaint
Date:07/10/2025
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 was booking a reservation with ***** directly. I clicked and landed on another site but dud not lnowbit. I booked a reservation for one night that totalled $618.00 plus I took out their insurance to guarantee/protect my reservation. I have spent two hours on the phone trying to get an supervisor to speak to me. Both agents hung up on me. One after 20 minutes. The other after two hours. I was told my request needs to be approved and must wait 10 days. That even **** there is no assurance I get a refund. Please help me get the money back.Thank you ****** ******
Business Response
Date: 07/11/2025
Greetings,
We have forwarded this to our escalation team for further review. We understand the severity of this matter and assure you our team is working on this diligently. We ask for your patience during this time, and once they have provided me with an update and resolution, I will notify the customer and ********************** Immediately.

Thank you
******* ******
Business Response
Date: 07/22/2025
Greetings,
We have emailed the customer with a link to fill out additional information regarding the reservations protection plan. We ask that the customer provide this information at their earliest convenience so that we may further assist regarding this matter.

Thank you and we look forward to assisting you.
Kindly,
******* ******
Initial Complaint
Date:07/10/2025
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.
Booked a hotel room June 25th check out date June 26th at ************************, booked through a third party Hotel Reservations didn't realize it was a third party as it looked like Hampton Inns page. Booked for the wrong day (really wanted the 28th-29th) called immediately to change date. No response on the 25th even though I explained I was not using reservation on the 25th. Have continuously called the number asking for support and to speak to a supervisor. Only response has been one voice message with no number or extension to call back on and that they will elevate the issue. I have called and emailed continuously since the mistake on the 25th. They state there is no supervisor when I call. They state I have an open ticket. Also was charged $29.95 for a cancellation protection that I was not even aware of.I started by asking to switch the date and it cost more I would pay that then asked for a refund because no response was ever given and no customer service was given in response to any request.
Business Response
Date: 07/11/2025
Greetings,
We have forwarded this case to our escalation team for further review. We understand the severity of this matter and assure you our team is working on this case diligently. Once they have provided us with a resolution we will notify the customer and the ************* Immediately.

Thank you
******* ******
Customer Answer
Date: 07/15/2025

Complaint: 23582224

I am rejecting this response because:
This is the same amswer I have received since June 25th. This was escalated then and there continues to be no response or communication from the business. A timeline has not been provided nor has a manger contacted me regarding this
These are the following expectations I have resolve this:
1. Will a refund be issued?
2. What is a timeline for a refund, and response from a manager?
3. If this has been escalated how has there been minimal communication? How long does an escalation take? This is over $300 that I dont have to waste.
4 Id like an email to *********************** giving a timeline for refund, and a contact person with extension that is not a customer service representative.
On the 25th I was willing to switch my reservation and no response was given to allow this. I then had to drive 12 hours in a weekend and pay gas etc because no response was given.
Frankly this response is like all Ive gotten from the company automated not personalized.
Sincerely,

******* *******
Business Response
Date: 07/18/2025
Greetings,
Thank you for your patience as our escalations team has reached out to the *********** *************** regarding a cancellation and refund. Please be advised that the hotel has denied our request for a refund and has charged for the reservation.

As a courtesy for the inconvenience you have experienced, we are happy to advise that we have issued a full voucher for the reservation to utilize for your next booking.

We have written the customer directly with the instructions regarding using the voucher and the contact information should the customer have any further questions.

Thank you
******* ******
Business Response
Date: 07/30/2025
Greetings,
Thank you for your patience as our escalations team has reached out to the *********** *************** regarding a cancellation and refund. Please be advised that the hotel has denied our request for a refund and has charged for the reservation.

As a courtesy for the inconvenience you have experienced, we are happy to advise that we have issued a full voucher for the reservation to utilize for your next booking.

We have written the customer directly with the instructions regarding using the voucher and the contact information should the customer have any further questions.

Thank you
******* ******
Initial Complaint
Date:07/10/2025
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 June 18, 2025 I called the number I thought was a direct number for the ****************** in ********* ** to make a reservation for 4 nights lodging while attending the *********** for medical appointments. I was quoted a price of $170 a night and agreed to that. The person was very hard to understand and I asked to be emailed a confirmation and was told I first needed to give him my credit card. I did and then received the email confirmation and it was for $861.92 for the room which was $181.92 more for the room charge than I had been quoted plus taxes of ****** (I knew there would be taxes) and ***** booking fee which I did not know about. I immediately called the number listed and was on hold for a long time and could not speak to an individual. I was worried that it was a scam because it was very hard to understand the person's foreign accent. I then emailed them and told the to cancel my reservation because I did not authorize this amount. They now have NO record of my itinerary # ********* because I cancelled it and I have not been able to talk to an individual (on hold forever) and have received no response to my email sent June 24, 2025. I called the hotel directly and made a new reservation and they told me this happens a lot., people think they are booking directly with the hotel and instead are booking with reservations.com. This is fraudulent activity! I have not been refunded my $1009.20 and on top of that had to pay for another room while I was there. I am 80 years old and feel I was ripped off and they refuse to even respond to my complaint.
Business Response
Date: 07/11/2025
Good Afternoon,

After review, we have confirmed with the information provided by the customer that they have booked their reservation with Reservation Desk and not Reservations.com. Please note, that although both companies have "Reservation" in their name, they are not affiliated with each other.

For further assistance the customer will need to contact Reservation Desk as they will be the customer's point of contact for further assistance. Please note, Reservations.com does not have the ability to assist due to privacy reasons between Reservation Desk and the customer. Below we have provided the contact information to Reservation Desk for the customer's reference.

Phone: ************
Email: ****************************************

Thank you and I hope this information assists you

Kindly,

******* ******

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This business has 1 alert

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Reservations.com is NOT a BBB Accredited Business.