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:02/27/2023

  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.

  I believed I was on the website for comfort inn and suites south in Calgary. The currency was not shown with the price so I believed I was paying in CAD. The price shown was $242.90. As soon as I submitted my payment info, my confirmation email came with a total that turned out to be USD. I contacted the hotel and they said it wasn't them as they do not take payment upon reservation. I then contacted reservations.com and they told me it was non refundable. This company is shady, and borderline fraudulent at best. The best they will do is cancel and put in a refund request which in turn they will just say no, and I'm out my 350 cad.

  Business Response

  Date: 03/01/2023

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

• Initial Complaint

  Date:02/24/2023

  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.

  Booked a hotel room for a business trip. Was sent to reservations.com when I thought I was booking through the hotel website. After payment I noticed there were hidden fees. Taxes should not be almost $100.00 for the amount paid per night.
  
  Room Sub Total: USD $279.84 (excluding taxes and fees)
  Taxes & Fees: USD $97.54
  Sub Total: USD $377.38
  Service Fee: USD $20.99
  
  Total: USD $398.37 (including taxes and fees)
  
  I called the company to cancel when I was made aware that this was non-refundable. No where in the process was I made aware of this nor of the fees associated with the per night price (the tax portion). Only after the representative said it was non-refundable did I notice on the confirmation email it was non-refundable (after I paid...pretty shady business practice). I also noticed I was booked for a room that was the same hotel chain but different location than what I selected. Just frustrating...

  Business Response

  Date: 03/01/2023

  The customer has been fully refunded including the service fee. Reservations.com holds no further charges at this time. We do advise contacting your financial institution with questions regarding processing and follow up. We have marked this case "closed"

• Initial Complaint

  Date:02/24/2023

  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 reserved a room for my son at the ******** ***** Inn for Friday Feb 17th on Feb 8 2023. received a confirmation email with reservation number and Itenerary number. I was charged $120.27 and another $19.99 for a totalof $140.26
  when he got to the motel they had no resevation with that number and were totally booked for the night. I called
  Reservation .com 3 times that night trying to resolve the issue for a total of almost 3 hours either talking to someone or being put on hold. The last person I talked to said they would find out from supervisor and call me back but that never happened. I talked to the night clerk at the motel and he said that they would not charge for the room, I called Reservations back again Saturday and they still haven't done anything for me.

  Business Response

  Date: 02/24/2023

  We have confirmed with our Accounting team that the customer has been fully refunded $140.27 for the Room and Tax. We have also confirmed that the Service Fee of $19.99 has been refunded as of 2/20/2023. At this time, Reservations.com holds no further charges on the card that was used during the time of booking. We do advise contacting your financial institution with questions regarding processing and follow up. At this time, Reservtions.com does not have the ability to issue any further refunds. We have marked this case "closed"

  Customer Answer

  Date: 02/28/2023

  
  
  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:02/24/2023

  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 January 30, 2023 I booked a reservation for a single room for the rate of $85.00 at the Edgewater Inn, Reedley, CA. After I booked the room and put in my ***** ***** Credit Card information, it was then that I realized the **************** charged a fee over and above the room cost, which was taxable. Then a $19.99 fee for cancellation was also charged for a total of $134.00. I immediately called ***** ***** and they were able to reverse the cancellation fee but not the hotel charges. I did stay at the Edgewater Inn using another credit card and it came to $85.00 plus tax for a total of $91.00. Consumers are not aware on line at booking time that there is a taxable service fee, and it would have been higher if I had not called ***** ***** about the cancellation fee. There is nothing on line to say that you are being charged for both charges over the room fees.
  Reservations.com says that I still owe them for services I did not receive on that credit card charge.
  Here are the details: Reservation Number: *********** Itinerary Number: *************, January 30, 2023, ***** ***** Credit Card.

  Business Response

  Date: 02/24/2023

  Emailed customer asking for additional information so that our accounting team may further assist. Please respond to the email directly so that we may further assist.

• Initial Complaint

  Date:02/22/2023

  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.

  Good evening,
  I would like a refund due to this website charged me for a room and I asked for a refund. They said they would have to cancel my room in order to offer me a refund. I agreed because I have a room booked at the same hotel on the same day. I have not received my refund. I called and their response is they cannot refund and my room is canceled. They took the money out of my charge card and I do not have a room??

  Business Response

  Date: 02/24/2023

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

• Initial Complaint

  Date:02/21/2023

  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.

  I thought I was booking directly through **** hotel in Kalamazoo, MI through their website on February, 16th 2023. There was no affiliation with reservation.com visible while booking my reservation. After entering my credit card information there was no chance to review my transaction prior to submitting and immediately received confirmation that it was booked. It wasn't until I received my email that I had realized it was through reservation.com and not ****. I immediately called them and was told that I there is a zero refund policy. They submitted my cancelation request to the billing department and was told I would hear back from them within 7 days via email. I asked for the contact information for this particular department and the customer service representative was rude and claimed that they didn't have that information and that I would need to wait for an email. Though they submitted my request there is no guarantee that it will be approved. I am absolutely disgusted by this company and how they can obtain all of your information so quickly, sneakily and unrecognizable but I have no way of speaking to anyone that can resolve my issue other than a customer service representative that can do absolutely nothing for me. I will also be filling out a proper complaint against this company and will seek the help and refund that I deserve.

  Business Response

  Date: 02/24/2023

  We have refunded the customer for the full amount including the service fee. We have emailed the customer directly informing to allow 7-10 business days for this to reflect back onto their account. We do advise contacting their financial institution with questions regarding processing and follow up. At this time, Reservations.com holds no further charges. We have marked this case "closed"

  Customer Answer

  Date: 02/28/2023

  
  
  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:02/21/2023

  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 went to what I thought was americinn's web site did not show any kind of fee for the reservation until it showed on the receipt called the company right away to cancel told them that their site looks like you are on americinn's web site they said there is no worry they would refund me all of my money they refunded all but a $19.99 fee after looking in to this how long this company has been in business and has not been shut down is ridiculous total scam web site

  Business Response

  Date: 02/21/2023

  Customer has disputed charges. We have confirmed that the service fee is currently in "Chargeback" status. At this time, we are unable to refund the customer until this has been cleared on our end. Please respond to the email directly with the information requested so that we may work towards clearing this status and processing a refund. 

  Business Response

  Date: 03/15/2023

  The room and taxes have been fully refunded to the customer during the time of cancellation as of January 31st, 2023. All refunds can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution. We do advise contacting your financial instituion with questions regarding processing and follow up. This information has been sent to the customer via email. We do currently show that the service fee is being disputed and is currently "pending" on our end. We have notified the customer that once this dispute is cleared from our end, we will issue a refund for the service fee and notify the customer immediately. 

  Customer Answer

  Date: 03/22/2023

  Complaint: ********

  
  

  I am rejecting this response because: reservations.com is still trying to dispute this with my credit card company saying that i owe the money even though they say they are going to refund the money,  they are dragging it out as long as they can 

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:02/15/2023

  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 is a 3rd party website that comes up first in the search engine, appearing to be the actual hotel itself for booking. Throughout the booking process, there is no disclosure of the fees. They charged me $115 in "taxes and fees," which is $75 more than the hotel is actually charging in taxes and fees. In addition, they also charged an additional $29 in a separate service fee.
  
  There was no total provided before the card was charged, and they book their rooms with a "non-refundable" rate. This results in the only option being to cancel the hotel reservation and not receive money back.
  
  At best, this is dishonest of reservations.com and resulted in me paying $105 more for my hotel because I thought I was booking directly through the hotel.

  Business Response

  Date: 02/20/2023

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

• Initial Complaint

  Date:02/15/2023

  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 ********* * ******** *** **** *************** is registered with the State of Florida as a Seller of Travel. Registration No. ST41363. Fla. Seller of Travel Ref. No. ST41363.) has not provided a credit after cancelling a hotel reservation. The reservation was for a stay at Hampton Inn and Suites Bricktown, Oklahoma City for a three night stay (reservation number: **********) from the 01/31/23 to 02/03/23.
  
  I canceled this trip due to severe weather on the 30th at approximately 6PM - after attempting to call Reservations.com, they said they could not cancel the reservation directly, but would have to send "paper work" to their billing department -- no credit has yet been applied to my credit card ******. I expect a partial or full refund in accordance with ****** Inn cancellation policy. Note: the cancellation was caused by extreme weather conditions at Oklahoma City during that travle period.
  
  This company represents themselves as a direct seller representing Hampton Inns. Note their web URL appears in a ****** search as reservations.com/****** Inns which is misleading and erroneous. On the phone they also represented themselves as Hampton Inns also erroneous.

  Business Response

  Date: 02/15/2023

  We have fully refunded the customer at this time. We have emailed the customer directly with this information. At this time no further charges are being held by Reservations.com. We have marked this case "closed"

• Initial Complaint

  Date:02/14/2023

  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 site is a scam and needs to be shut down. When booking my hotel Inthought I was in the actual hotel website not a third party. I always read cancellation policies before I book. No where in the cancellation policy did they state there was a non refundable fee. And then on top of that they fee they cashed my card an extra $106 on top of the room rate!! When I called to cancel my room and stated that I wanted my fee refunded as well because I actually read through the policy and it WAS not there the woman hung up on me!! This site is a scam conducting fraudulent activity and getting away with it..

  Business Response

  Date: 02/15/2023

  Emailed customer directly asking for further info. Please respond to the email directly so that we may further assist.