Complaints

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

close

Find a Location

Reservations.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Reservations.com

  390 N Orange Ave STE 1605 Orlando, FL 32801-1675

• 

  Reservations.com

  85 Broad St # 29-106 New York, NY 10004-2434

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/03/2023

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

• Initial Complaint

  Date:04/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/28/2023

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

  Customer Answer

  Date: 04/28/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:04/21/2023

  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 March 23, 2023, I was attempting to book a hotel room for July 2023 vacation for 6 nights from July 23rd through July 29th. I observed on the **************** website that the amount for the room was $782.00 so I knew that that was a reasonable price as I have stayed at this same hotel/motel in the past. When I hit pay, I received a receipt that the website immediately charged me $1,254.79.00 (no breakdown of the fee). That is not what it said when I hit the pay button otherwise, I never would have done so. I immediately called the company and had a very hard time getting a live person on the phone after several tries, I was able to speak to Zach and told him I wanted an immediate refund that this was a scam and he told me it was not a scam that I should have clicked on something to see their terms - I said when you are paying online for anything it tells you what you are going to be charged before you hit pay and nowhere did it tell me I was being charged $1,254.79 and I did not see anything that said I was going to be immediately charged as most hotels do not charge you until a day or 2 before your trip. He gave me a very hard time and then put me on hold and came back and told me it was cancelled but it could take up to 10 days before I see a refund which again is not right - the $1,254.79 has not appeared on my card so that part of the cancellation went through. He told me my reservation# is my cancellation number. I saved the receipt which I have. I then immediately contacted my credit card company to put them on alert but they told me they could not do anything until it hit the account. I then noticed weeks after that I was charged $67.03 on my card so I called and filed a dispute with my credit card company. I received a call this past Sunday 4/17 from my credit card company and they asked me for any documentation. I uploaded the documentation whereby it says that you receive a full refund if you cancel before 7/22/2023. And then below that it says $67.03 service fee is non-refundable. I was not cancelling this room because I did not want to go on vacation, I was cancelling because this was definitely a scam. I have been staying at this same hotel (through name changes) since 1997. I have booked this hotel before online and never had an issue such as this - I now regret that I tried to book it through ***************. They are a complete scam - attempting to scam people out of their money. That same day, I booked the room through redlion and they did not charge my card and it is only costing me the $782 plus tax, which comes to approximately $850. I am waiting for my credit card company to get back to me but I doubt they will get involved. I am asking you to please get involved as I want my full refund including the $67.03 and I want people to be alerted that this company is a scam company and they scam money from people. This should not be allowed. I am trying to book a nice vacation and now I am stressed beyond belief because this company is trying to steal my money.

  Business Response

  Date: 04/25/2023

  All charges held by **************** have been fully refunded at this time. We have notified the customer directly via email. 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 at this time. We have marked this case "closed"

  Business Response

  Date: 05/02/2023

  We have written the customer regarding her refund. To further investigate, we have emailed the customer directly asking for additional information. Please respond to the email directly with the requested information so that we may further investigate.

  Customer Answer

  Date: 05/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I reviewed my credit card statement and the amount was refunded so therefore I find that this resolution is satisfactory to me.

  I will be righting a review on this company as what they pulled was a definite scam.  I don't want anyone else to have to go through this. 

  Thank you very much for your kind assistance in this matter. 
  

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

• Initial Complaint

  Date:04/18/2023

  Type:Billing 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 2/16/23 I made--what I thought was-- a reservation with the **** ******* ********* Hotel at San Francisco International Airport. When I got the confirmation email, I saw that it was NOT made with the hotel, but with Reservations.com. Only then did I see that the reservation was "non-refundable." I immediately contacted the hotel and canceled that reservation and made another one directly with the hotel. I then contacted Reservations.com to notify them that the reservation had been canceled. After "checking with my supervisor," the representative told me that the charge would be deleted.
  The web site on which I made the reservation was completely silent about what company was making the reservation. I disputed the charge with my bank, but they say they can do nothing. Reservations.com is completely deceptive in their business practices. In this case they are making 100% profit for a reservation that does not exist. I would like your help to get that bill completely reversed. Thank you!

  Business Response

  Date: 04/21/2023

  We received a charge-back from the customer's credit card/financial institution. Unfortunately, due to this action we were not able to proceed with issuing a refund on our end.  As long as the case is still pending on our end with the bank, we will be unable to issue any refunds at this time. We have written the customer directly regarding this matter. If you are able to provide any information from your bank regarding a resolution on this dispute, then please forward this information to us directly so that we may further investigate this matter. 

• Initial Complaint

  Date:04/14/2023

  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 4/12/2023 I made a reservation at Hotel ****** Pittsburgh - East Liberty with a check-in date of 4/28/2023 and check-out date of 4/30/2023 on what appeared to be the Hotel's website. I attempted to cancel on 4/13/2023 and discovered that the room had been booked through **************** with a no cancellation policy. (I first tried to cancel via an online link in a confirmation email and it did not recognize the reservation/itinerary combination, so I called the phone number and was told there was a no cancellation policy.) I respectfully request cancellation of the reservation with full refund. This request is being made two-weeks ahead of the trip and the complaint is with reservations.com, ****** and Hotel ****** for doing business with ***************** **************** comes across as a scam. The number of complaints is staggering.

  Business Response

  Date: 04/18/2023

  All charges held by **************** have been fully refunded. Please allow 7-10 business days for this to reflect back onto the card used during the time of booking. Please contact your financial institution with questions regarding processing and follow up at this time. We have marked this case "closed"

  Customer Answer

  Date: 04/18/2023

  
  
  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:04/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While traveling through Shawnee OK on March 2, 2023 I attempted to call a hotel directly for a reservation and mistakenly got this company who told me they made the reservations for the hotel i wanted. I asked for two rooms for one night in Shawnee, OK and they made the reservation in Shawnee, Kansas. After immediately discovering the mistake I called them back and they refused to change the reservation or give me a refund.

  Business Response

  Date: 04/11/2023

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

• Initial Complaint

  Date:04/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used my Smart phone to got to the Web Site of the ******* *** ******* in Buffalo NY and make a reservation for two nights April 3 thru 4. In the Process they asked for my Credit Card Number which I assumed was to hold the room for me until I arrived. I checked out on Wednesday April 4, 2023 and paid my bill at the front desk $195.30 including Tax.
  
  A few days later I checked my Bank statement and found I had been charged $323.50 on April 3rd by HOTEL*RESERVATIONS. ************ ** **** ******** ****** *****
  The Bill from the Hotel was only $195.30
  
  I also found that on April 4th My card was charged another $19.99 by ******************* *********** FL Date 04/03/23 073270 4722 with no explanation for this additional charge.

  Business Response

  Date: 04/11/2023

  Emailed customer regarding a refund for the price difference. Please respond to the email we have sent you directly so that we may further assist regarding a refund.

• Initial Complaint

  Date:04/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 13, 2023, I made a reservation at a hotel in Monterey, California on the **************** website. At the time I believed I was on the hotel website. When I realized I was not I cancelled the reservation which was also on March 13, 2023, less than 10 minutes after making the reservation. The cancellation email seemed to indicate that I would get a refund of the charge they made to my credit card but I did not receive a refund. When I called customer service to ask when they were going to complete the refund they told me they do not refund the service fee.
  
  The website was very misleading. The website address was also misleading in that it began with the name of the hotel, only by reading the suffix of the website do you realize you are not on the hotel website. This seems to cross the line into fraud/theft.

  Business Response

  Date: 04/12/2023

  All charges 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. At this time, please contact your financial institution with questions regarding processing and follow up. We have marked this case "closed"

• Initial Complaint

  Date:04/10/2023

  Type:Billing 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 stay for environmental field work for a Military contract. When going through the process of the reserving the room, there is no clear statement that the rooms are refundable or non refundable. You have to click through multiple tabs to receive this information. Even after booking the event, the receipt states very small and unnoticeable that the room cannot be refunded. Multiple people have complained of similar incidents. They are scamming people out for money and making their reservations extremely misleading in terms of cancellation policies as they are not clearly posted.

  Business Response

  Date: 04/11/2023

  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"

• Initial Complaint

  Date:04/10/2023

  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
  THIS COMPANY IS STEALING AND SCAMMING FROM PEOPLE. THEY CHARGE A NON-REFUNDABLE FEE OF 19.99 BUT THEY DON'T TELL YOU THAT THEY WILL NOT REFUND YOU AT ALL. THEY STEAL AND LIE. I CALLED THREE TIMES TO GET A REMEDY AND WAS LIED TO ALL THREE TIMES SAYING THAT THEY WOULD REFUND ME, BUT THEY DID NOT. FINALLY, ON MY LAST CALL, PAUL, ADMITTED THAT I WOULD NOT BE GETTING A REFUND. THE HOTEL THAT USED THIS COMPANY TO MAKE RESERVATIONS DID NOT CARE EITHER.

  Business Response

  Date: 04/11/2023

  Customer has been refunded in full via ****** as of 4/11/2023. All charges that have been held by Reservations.com have been fully refunded at this time. We have marked this case "closed"