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:04/06/2023

  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.

  Called to make reservation at ******* *** ******* in PA using our corporate rate. The agent insisted there were no rooms available at the corporate rate. He offered for us to stay next door at a different hotel at a slightly higher rate. I explained I was going to go a different avenue to get the corporate room rate at the desired hotel. He said there was only one room available, and that I could call back to cancel.
  I got ahold of the original hotel and got the corporate rate. I called back to cancel the next morning. I started the call at 9:35. They kept me on hold for 27 minutes answering at 10:02. When they answered they said they don’t issue refunds. I pulled up the reservation and the agent didn’t even book in the right State. It wasn’t next door it was in CT not PA. Then looking down at the fine print it says reservations can be canceled before 10am. Not surprising they didn’t answer until 10:02.
  I have called and emailed several times. They just keep saying that they’ve looked into it and the agent did nothing wrong.

  Business Response

  Date: 04/07/2023

  Unable to locate reservation. We have emailed the customer directly regarding this matter. Please respond directly to the email so that we may locate your reservation and further assist.

• Initial Complaint

  Date:04/06/2023

  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 rooms on Feb 3 2023 with what I thought was Marriott Springhill Suites in Issaquah WA. Reservations.com popped up over the Marriott page. I called the ***** *** **** number thinking it was the Marriott call center for reservations. I asked the person I spoke to " if this was the Marriott" and she said "yes".
  She went through all of their rules for cancellations and said there was a Service Fee of $57.18. I asked if the pool would be open and she said "yes". I agreed to their terms.
  
  When we got to the Marriott the pool was closed for our entire stay.
  I reached out to the Manager and he agreed to refund a day of our stay. I have attached the Manager's Letter.
  
  I called Reservations.com explaining the situation and I had a letter from the Manager.
  I was issued an Refund number by Reservations.com. ITIN #*********
  I have only got the run around on this issue. I have read all of the complaints against Reservations.com- they are a terrible business. They falsely represent themselves as Hotel Corporations. They hardly speak English.
  Reservations.com has refused to refund for 1 night stay.
  
  I am hoping that you can help me obtain the refund for a day of our stay. I have read where the BBB has helped other consumers against Reservations.com.
  
  Thank you for your time

  Business Response

  Date: 04/11/2023

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

  Customer Answer

  Date: 04/12/2023

  
  
  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:04/06/2023

  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 was trying to make a reservation on the ****** website, and somehow I was intercepted by Reservations.com. They charged an additional $70 in fees, and immediately charged my credit card a total of $204.79. As soon as I realized the mistake I called within minutes, explained the confusion, and tried to cancel; they would offer a cancellation but no refund. They said they would "request" a refund but there was no guarantee, and they would have to make a full cancellation before making the request. Which would leave me with no hotel reservation AND the likelihood that my request for refund would be denied! The logo on their browser tab is deceptively similar to the ****** logo (a red square with a white letter R), which is especially problematic for neurodivergent people who may have trouble distinguishing different similar fonts. Their website also has the hotel name prominently displayed - the website automatically scrolls you down to the hotel name, conveniently obscuring the business name of Reservations.com at the very top. I believe their intent is to trick people into making a reservation on their site, thinking it is the hotel site, then refuse to offer a refund, and keep the money. Any reputable business would work with a customer who calls and requests a refund within minutes of placing the reservation.

  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. We do advise contacting your financial institution with questions regarding processing and follow up at this time. 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.

  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,
  
  
  
  **** *****