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:03/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/28/2023

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

  Business Response

  Date: 03/30/2023

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

  Customer Answer

  Date: 04/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. **************** agreed to refund $78.68 by sending a check to my residence.
  
  
  
  Sincerely,
  
  
  
  **** * *********

• Initial Complaint

  Date:03/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/28/2023

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

• Initial Complaint

  Date:03/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/31/2023

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

• Initial Complaint

  Date:03/16/2023

  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 ******* Hotel in Colorado Springs, CO for the nights of 3/12 & 13. At the end of the online reservation process I was asked to provide a credit card number. Thinking that I was using The ******* own website and the credit card number was just to hold the room, I provided the number. On 3/10, I canceled the reservation directly with a call to The *******, 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 $19.99 and $313.53 by reservatons.com. I called The ******* and was told, again, that I 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 both the $19.99 service charge and the charge for the room, $313.53, 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 ******* Hotel, so as to appear to be the hotel's own website to be misleading and improper if not fraudulent and illegal. Your assistance in obtaining a refund of $313.53 would be greatly appreciated. Because of what I perceive to be improper business practices by reservations.com, I feel entitled to additional compensation. But--lesson learned, and I will not use reservations.com again--either intentionally or unintentionally. I'll be watching for them!

  Business Response

  Date: 03/21/2023

  The customer has been refunded in full. We have refunded the service fee in addition to the room and taxes. All refunds can take up to 10-15 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. We have marked this case "closed"

  Customer Answer

  Date: 03/21/2023

  
  
  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:03/09/2023

  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 booked a room for my son **** ****** on March 2nd at travel lodge by Wyndham in Elko Nevada. when **** presented at the lodge he was told he was on the do not rent list and was turned away. we think he was refused because of an earlier stay where he wrote a poor review although that was not stated. I then contacted reservations.com for a refund. I was told they would contact their hotel partner and get back to me. after several subsequent calls I was told they had contacted the lodge and verified that **** was refused and turned away, and they would forward request to their billing dept. today I received an email saying they would not refund the $68.50 due to the unique contract I signed. I gave them a credit card and signed nothing.

  Business Response

  Date: 03/09/2023

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

• Initial Complaint

  Date:03/09/2023

  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.

  I was needing a motel room for a few nights to attend a “Celebration of Life” event. I called the reservation number listed on the Tomah, WI ******* *** ******* website. I did not know and was not made aware that it was a 3rd party booking site. It was difficult to understand the representative as they spoke very poor English. The representative made it sound like I needed to book quickly as there was only one room left at this low price. (This was a lie). I had forgotten to ask a question about the room so I dialed the front desk number and got an English speaking person and asked my question and out of curiosity I asked her if I could check on room availability and cost for my 3 night stay and was given a price over $130 cheaper than the price I had just booked it for by calling the reservation number. I immediately called the reservation number back and cancelled the reservation through them. I did not get charged for the room but was charged over $30 for the 15 minutes I had a reservation through them. This service is a scam and should come with a disclaimer on the hotel website and it should be clearly stated at the beginning of the booking process.

  Business Response

  Date: 03/09/2023

  All charges have been fully refunded to the customer. We have refunded the service fee in addition to the Room and Taxes as a one time courtesy. We have emailed the customer directly regarding this information. We do advise contacting your financial institution with questions regarding processing and follow up at this time. Reservations.com no longer holds any charges on the card used during the time of booking. We have marked this case "closed"

  Customer Answer

  Date: 03/10/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:03/06/2023

  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.

  I was unaware when booking a hotel reservation that I was using this site - I thought it was the hotel site. I was booking 3 rooms for a business trip and would never go through a third party site intentionally. The rooms were at the **** ******* Premier in Harrisburg PA for May 9. I saw no indication of the service charge or the non refundable policy until the transaction completed when the charge was over $100 more than it should have been and I got a message that the charge was nonrefundable. I called the company and they refused to refund the charge.

  Business Response

  Date: 03/20/2023

  All charges have been fully refunded to the card used during the time of booking. Reservations.com no longer holds any charges. 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:03/03/2023

  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.

  This evening, February 28, 2023, i made a hotel reservation with what i thought was directly with the hotel. The hotel is The ********* ***** Estate on the Hudson. When i googled the hotel, the very first website that popped up was reservations.com. I assumed (my first mistake) that this was a portal for their hotel reservations. Nowhere on the site did it indicate that this was a third party site. I specifically booked a room that had a refund policy. I checked their refund policy and their first comment was that the booking was refundable. This website asks you to "book now" before you get a chance to review the charges. Suddenly, i was booked and that is when my invoice was generated. They charged me $261 for fees and charges on a $258 room/2 nights. Their refund policy is a joke as it was only going to reimburse me $150 dollars and charge me for the remaining money for the hotel and their additional charges!! I called them to try to rectify this situation and the best that they could do was to reimburse me the $150 and credit my ****** account for the remainder?? This sure sounds like some sort of scam to me. I didn't even book using *******
  I am not dealing with them anyore. i plan on contesting this with my credit card. I am hoping that you might be able to rectify this situation and possibly get my money back. Thank you for any help that you can provide.

  Business Response

  Date: 03/27/2023

  The hotel has denied our request for a refund for the second reservation. We have emailed the customer directly regarding a refund. Please email us directly so that we are able to further assist you.

  Business Response

  Date: 03/27/2023

  The hotel has denied our request for a refund for the second reservation. We have emailed the customer directly regarding a refund. Please email us directly so that we are able to further assist you.

• Initial Complaint

  Date:03/01/2023

  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 2-20-2023 I made a reservation for ******* *** and Suites in Prairie Du Chien, Wisconsin on reservations.com. Itinerary Number: *************. The fees were completely hidden on the website (see attached photo). After I clicked to complete the purchase in what I thought would be a purchase of around $250 I got my confirmation email that was a $310.62 total. I called within 6 minutes to cancel due to the HIDDEN fees. I got the run around that since I called within 24 hours they would put in a courtesy try of getting a refund but they also said that it would cancel the room. Meaning if the refund was denied I would be without my $310.62 that has already been charged and a room. I finally got an email on 2-26-2023 (also attached) stating that they contacted ******* *** & Suites and that they are unable to provide me a refund. I contacted the headquarters for ******* *** and Suites and they said there was no way they were contacted about a refund because of it being a 3rd party. Reservations.com pretends to contact the hotels for a refund. When I search my itinerary number on reservations.com it shows the status as cancelled. Meaning I am out $310.62 and my hotel stay. This website is scam and hides their fees.

  Business Response

  Date: 03/02/2023

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

  Customer Answer

  Date: 03/06/2023

  
  
  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:03/01/2023

  Type:Customer Service 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 February 17tg I made a reservation with national **** Inn in Longmire Washington for March 2-4. Although I didn’t realize that at the time the reservation was not refundable. My partner was unable to keep the trip planned, I needed to change the reservation by one night too March 3-5 and change the occupant of the second room.. The room rate was $133.68 a night and I was booking two rooms for two nights. With the $40 reservation fee the entire trip was $708.38. When I tried to change the reservation by one day they advised me that it would cost me $151 per room to change the reservation. I asked to speak to a supervisor, who told me that that was a penalty fee. I believe this is Usery.

  Business Response

  Date: 03/02/2023

  We were able to cancel the reservation without penalty. All charges have been fully refunded back to the customer including the service fee, so that the customer can rebook with the hotel directly. Please contact your financial institution with questions regarding processing and follow up at this time. We have marked this case "closed"

  Customer Answer

  Date: 03/03/2023

  
  
  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.
  
  Thank you so much, I really didn’t expect them to change their policy. You have been very helpful. One comment, on your message with the code to retrieve this message. If you separated the link by one line from the code, it would make it easier to copy the code to paste. Thanks again.
  
  Sincerely,
  
  
  
  ***** ******