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:02/14/2023

  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.

  I booked a stay at the **** ******* in Culpeper, VA for the night of January 25, 2023. When I arrived at the hotel, the hotel said they could not check me in due to a nation wide computer issue. I said I prepaid through Resvervations.com. I was told I needed to contact them for a refund, but they weren’t charging anything for the stay. reservations.com refused to refund me the cost of the hotel because the fine print in the confirmation email (sent after I had already booked the stay) explained that it was nonrefundable. I understand if I no-showed at the hotel, but this was an error at the hotel and I should receive a refund. I called customer service and was then told if I got a letter on hotel letter head saying the hotel was not charging me, I could get a refund. They gave me two days to do this. I was not able to get the letter in time, my case was closed with no refund. I also went back to the hotel and they confirmed verbally they were not charging me. This site appears to be a scam and intended to con consumers. I attempted to resolve this with the company and called them multiple times my calls were met with lies. I spoke with Rochelle at the hotel and she said that they would of course authorize a refund but they were never called. Reservations.com said they had called and my request was denied by the hotel. I believe Rochelle and believe Reservations.com uses deceptive practices to scam consumers. This fits a pattern of practice I’ve noticed from other reviews in this site.

  Business Response

  Date: 02/28/2023

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

• Initial Complaint

  Date:02/14/2023

  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.

  A reservation was booked on this site from 2/4 through 2/5. When the confirmation was received, it indicated the the reservation was from 2/4 through 3/5 and charged my credit card almost $4,000. I immediately called the customer service number and have had to call 11 subsequent times, in addition to emails. I was promised a full refund on Friday provided that I didn't check in to the hotel (which I did not). After a week, I was told that I would be penalized almost $300. This is in direct conflict to what was communicated to me by a senior customer service manager (operator ***** - Mary). I have asked to speak to senior executive or department head at least 45 times - all to no avail.

  Business Response

  Date: 02/14/2023

  We have informed that the customer has been refunded for all unused nights. All refunds can take up to 7-10 business days to reflect back onto the account depending on their financial institution. We do advise the customer to contact their financial institution with questions regarding processing and follow up. We have marked this case "closed"

  Business Response

  Date: 02/23/2023

  The customer has received a full refund via ****** for the full amount as of 2/10/2023. The customer has also received an additional amount of $211.46 back onto his card used during the time of booking. At this time, No further refunds will be issued. We have marked this case "closed"

  Customer Answer

  Date: 02/24/2023

   
  
  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.    The experience was far less than sarisfactory and this is not a company I would ever use again.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:02/13/2023

  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 went to the ******* *** website to book a room and the link took me to Reservations.com but I was unaware it was a third party site, I thought I was booking directly with ******* ***. Then I was unaware there would be a charge of $19.99 from reservations.com to book a room. I don't recall this on the charge when I paid and I have never had to pay to book a room before so it was unexpected. When we contacted them and cancelled the room they said the $19.99 was non-refundable. I was not even aware I would be charged for it. Attached are the reservation details and the cancellation receipt, I am only asking for a refund for a charge I was unaware of.

  Business Response

  Date: 02/15/2023

  We have issued a courtesy refund for the service Fee. We have written the customer directly via email. Please allow 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: 02/17/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19381499, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/13/2023

  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.

  The refund policy is very unclear, even when cancelling within the cancellation period they will not let you cancel. Booked 6 rooms for high school debate team, requested to cancel 4 rooms was told would cancel all rooms at full cost and then would need to re-book rooms. When multiple people called to cancel spoke with same two persons each time, first customer service woman, then manager a man. Asked for Sr. Leaders was told could not speak with anyone else, asked for Sr. Leaders information was told they can not disclose this information. Asked if could provide with in writing that they could not cancel 2 rooms advised can not provide anything in writing.

  Business Response

  Date: 02/20/2023

  After speaking with Darlene the sales manager, the hotel has confirmed this customer utilized all 6 rooms in their reservation. Because the rooms where utilized no offer can be made at this time.

• Initial Complaint

  Date:02/09/2023

  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 called The number listed on the Hotel website, It was **************** that booked my stay, I find out, when they called me for payment in full and a service fee before I ever arrived. When I got to the hotel, Christmas Eve night, the front desk failed to tell me they had no hot water. I discovered this when I go to take a shower for Christmas Eve mass, and there is no hot water. When I go back down to the front desk, the young man behind the counter says the pipes burst, and there’s no ETA on when there will be a fix. I was forced to find another hotel that had water and a place that I could stay for my week.
  
  $599 for less than 24 hours is ************************** refuse to pay back one penny of the money they took with no service. I reached out to ****************, I had to dispute on my credit card, but paid so that my credit wouldn’t be damaged. **************** never got back with me. This may have cost me $599 for being naïve. However, I want to ensure that no traveler is taken as I have been. What a shame

  Business Response

  Date: 02/10/2023

  Unable to locate customer's reservation. Emailed customer directly. Please respond to the email directly so that we may further assist with this matter.

• Initial Complaint

  Date:02/09/2023

  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.

  100% a Scam.
  
  Not only do they make it difficult to cancel and charge hidden fees, but there is a good chance they will book you into a hotel that has no availability and you will still have to pay the cost of the room. This happened to me and I was absolutely stunned at how this company conducts business. This is how they operate. They buy the trademarked name of the hotel on google ads "Quality Inn Denver" They act as if they are the hotel and push you to make the booking, they give you the best deal. In my case, I told the rep that the hotel shows no availability for that night yet he assured me they had rooms. So I booked. When I showed up, of course, there were no rooms and when I called Reservations.com they said there was nothing they could do about that. When I asked for my refund because they didn't provide the service they promised they told me its non-refundable. I have supplied letters from the hotel saying that they had no rooms that night and have spoken to numerous people at reservations.com and they still tell me they will not refund me... They are 100% a scam.

  Business Response

  Date: 02/20/2023

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

• Initial Complaint

  Date:02/09/2023

  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 November 2022, I booked through reservations.com by mistake thinking I was on the NY Sheraton website. After completing the transaction, I quickly realized the mistake and the company has refused to refund me. This was for a business purpose and my company credit card should have been refunded. It was very expensive and I cannot expense the cost to my company now. Reservation Number *********** ITINERARY: ******** 11/07/22 - 11/11/2022
  
  Sheraton Tribeca New York Hotel
  3** ***** ****** *** **** *** **** ***** **

  Business Response

  Date: 02/20/2023

  The customer has been fully refunded to the card used during the time of booking. This refund will also reflect the service fee as well. We have notified the customer via email. At this time, we advise the customer to contact their financial institution with questions regarding processing and follow up. We have marked this case "Closed"

  Customer Answer

  Date: 02/23/2023

  
  
  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:02/09/2023

  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 attempted to reserve a room at the Super 8 motel in Mansfield, Ohio last night - 2-6-2023. I searched Super 8 motel in Mansfield and the first listing came up "Super 8 Mansfield" which I clicked on thinking it was the actual hotel chain. I made my room selection and was happy with my room price of $59.50. So looking all I saw was select room / make reservation. I clicked it and to my surprise when I received the email confirmation I was charged $102!!! I look at the email sent to me and was shocked at the tax and fee charge of 23.32 and a Service fee of 19.99! I never saw any mention of the extra fees and or Service fee! When I went back and check on the actual Super 8 site the tax should have been around $10 - so on this Reservations.com site I'm paying around an extra $30 for this room. Again I never saw any mention of this Service fee! I had my wife call Reservations.com and actually talked with a representative which stated nothing could be done "it is non-refundable". She did say that it was stated on the page that it was non-refundable. The representative stated she could cancel the room but the no money would be refunded - None!!!! My reservation # is ***********. What a scam.

  Business Response

  Date: 02/14/2023

  Offered customer full refund via email. Please respond to the email directly so that we may further assist.

  Customer Answer

  Date: 02/17/2023

  
  
  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:02/09/2023

  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 called reservations .com on Feb.3 the same day I made reservations for one nite stay at a ******* *** in Tenn.
  The same day I went online and checked my **** card and saw I was billed $5,280.14 for a 30-day stay. I called them the same day and told them of the error and they said they would cancel the reservation which was made before the 2/15/2023 04:00 pm deadline. Their original fee is no longer on my account but I'm being billed $275.76 for a cancellation fee for 30 days. I'm willing to pay a cancelation fee for a one nite stay but not for 30 days. cancelation no.*********** Their USD non-refundable service fee should be stated on the same page showing rooms available and the cancelation policy.

  Business Response

  Date: 02/10/2023

  We have confirmed a full refund for the reservation has been issued. We have also issued a refund for the service fee as of 2/10/2023. We have emailed the customer directly with this information. At this time, we do advise the customer to contact their financial institution with questions regarding processing and follow up. We have marked this case "closed"

  Business Response

  Date: 02/10/2023

  We have confirmed a full refund for the reservation has been issued. We have also issued a refund for the service fee as of 2/10/2023. We have emailed the customer directly with this information. At this time, we do advise the customer to contact their financial institution with questions regarding processing and follow up. We have marked this case "closed"

  Customer Answer

  Date: 02/13/2023

  
  
  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,
  
  
  
  **** * ******

  Customer Answer

  Date: 02/13/2023

  
  
  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:02/09/2023

  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.

  We called *************** to book a room with ***** * in St. James, Minnesota on the evening of Thursday, February 2, 2023. We asked the online agent the price and what the fees were to book the hotel. She told us $93 for the room and a total charge of $128.66. We asked for a breakdown of the fees and she said she did not have access to that information and couldn't tell us what the fees consisted us. We asked if all the extra cost was taxes and she wouldn't tell us. She also told us it was the last room available so we better book it then. So we booked it because it was very late at night. We arrived at the hotel and asked the front desk clerk how booked they were and he said they weren't busy at all, about 1/2 full. Then I looked at my charge received in the email and part of the total charge for making the reservation included a $19.99 service fee. If I would have known they were charging us a $19.99 service fee we would not have made the reservation with this online service. We would have called the hotel direct. We feel the agent was being very deceptive by not informing us of the total charges being assessed and telling us the hotel was near full capacity. When we checked out of the hotel the next morning, I asked the front desk clerk to print me a receipt at check-out. On the receipt, it showed a daily room rate of $73.50. I feel that the agent of reservations.com was deceptive about the fees they were charging, lied about the capacity at the hotel in order to make sure she got us to book the room, and overcharged for the cost of the room.

  Business Response

  Date: 02/10/2023

  Offered the customer a refund for the difference in price. Please respond to the email directly so that we may proceed with a refund.