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:02/08/2023

  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 Monday, January 9 I booked a reservation through Reservations.Com for Friday, January 27 and Saturday, January 28. (Reservation #********, Itinerary #***********) for rooms at *** ** ****** Syracuse North Airport Area Hotel. My granddaughter qualified for the NYS Wrestling Championships and the original dates we were given were the 27 and 28. Within the hour they had changed the girls tournament dates to Thursday, the 26 and Friday, the 27. I immediately called back to change (not cancel) the dates. All I wanted to do was add Thursday the 26 and drop Saturday the 28. I was told I would be charged a cancellation fee of $262.40. I tried to explain that I was not cancelling my reservation, I just needed to change the dates. The reservation person said there was no way she could help me that this was the policy and that there were no rooms available for the 26 which was a flat out lie because I was able to book a room the following morning for the 26. The next day I called back and spoke to another reservation person and got the same run around. I asked to speak to a Supervisor. I spoke to Sally (she would not give me her last name) and she said there was absolutely nothing she could do or would do for me. I am a 70 year old grandmother on Social Security who just wanted to see her granddaughter wrestle in the NYS Championship tournament. (First ever tournament). I am not asking for a handout. All I wanted was to pay for Thursday and Friday and not have to pay for Saturday and a $262.40 cancellation fee.

  Business Response

  Date: 02/14/2023

  Emailed customer regarding refund. Please email back directly so that we may further assist.

• Initial Complaint

  Date:02/07/2023

  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 have recently booked a hotel through reservations.com for the first time, and was recently informed that the rate charged to me was in USD. This seems strange to me seeing as I am booking a Canadian hotel from a Canadian address, and I don’t believe it to be transparent that prices are in USD. A representative informed me that users could change USD to CAD on the website, however it is very unclear to me on how this happens. They did not offer me a resolution to my issue and tried to end the conversation after becoming escalated, which led me to question the validity of the business. Eventually I was advised to submit a quote from the hotel to ************************ and that the support team would match my quote. After doing exactly this (and being quoted $180 CAD), I received a response from the support department that nothing could be done and that I would be charged $180 USD (approx. $240 CAD).
  
  Reservations are non-refundable at any time, this was reiterated twice by the agency. For reference my reservation number is ***********
  
  Had I took the time to read online reviews I would have understood that there have been severely individuals who have been taken advantage of by this company. There are also a number of hidden fees that are not clear until the booking is finalized. My goal is to receive a refund from the organization, help build a case for them to cease operations in Canada, and to prohibit them from taking advantage of other Canadians.
  
  Please let me know if there is any other information you require.

  Business Response

  Date: 02/09/2023

  Customer has been fully refunded as of 2/6/2023. We have also fully refunded the service fee as of 2/9/2023. At this time, **************** holds no further charges. We emailed the customer directly and at this time do advise that the customer reach out to their financial institution with questions regarding processing and follow up. We have marked this case "Closed"

• Initial Complaint

  Date:02/06/2023

  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.

  On February 5, 2023 I made a hotel reservation line for the ******* *** in Santa Nella Ca. through ****************. The site gave me a price and I made my reservation. It didn't show a reservation fee or cancelation policy.
  When I received my reservation confirmation there was an additional fof $19.99 added to my bill.
  I called the number on the **************** site immediately and was told that I would have pay the fee even if I cancelled the reservation. I was told that the cancelation policy was on the top of its web site, and fee would have to be paid. I checked and rechecked the site and found no cancelation policy or mention of a fee.
  I finally found the fee information hidden under a separate page that gave room details. It was never quoted when showing the price I would have to pay when booking the room through my credit card.
  I feel that the company was deceptive in the hiding of such key information and unresponsive to my concerns.

  Business Response

  Date: 02/09/2023

  Unable to locate the reservation. We have emailed the customer asking for additional information so that we are able to assist regarding this matter. Please respond to the email directly.

• Initial Complaint

  Date:02/06/2023

  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.

  On 2-5-23 I reserved a room using this company. Within moments I realized I had reserved on the wrong day. I need it 6 days earlier. I called they refused to accommodate the change. When I asked for refund, they also told me I could not have it. They told me that if I wanted to request a refund I had to cancel the reservation first so I did that.. then they told me they would send a request and I would hear from them in 7 to 10 days within two hours. I received an email refusing my refund I spoke to many supervisors who refused to escalate my question and my own recourse was to reply to the email, which I did. So they would not refund my money and they made me cancel the room just to ask for the refund. So in conclusion I have no room and no refund they made sure that I canceled before requesting they said I had to now I have no recourse, even though I have spoken with people repeatedly.

  Business Response

  Date: 02/09/2023

  A refund check has been processed and mailed to the customer's address. We have marked this case "closed"

• Initial Complaint

  Date:02/03/2023

  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.

  I was unknowingly and deceptively routed to their website to book a hotel reservation when I thought I was booking on the actual hotel's site. When I realized what happened I called to cancel and they refunded $6,493.53 after 13 days but would not refund a "service fee" of $423.68 which they originally said was the Hotel's policy. I called the hotel and they said they had no such policy and would not charge a fee. When I followed up with the billing department for reservations.com to share that fact, they would not refund it, saying it's their policy. This is a total money grab that has no merit and no "service" was provided justifying an exorbitant expense of $423.68. I am seeking a full refund of this amount. This is related to ITIN#************* in their system.

  Business Response

  Date: 02/08/2023

  We have refunded the service fee in full. We have notified the customer via email. At this time, we do advise the customer to reach out to their financial institution regarding processing and follow up at this time. We have marked this case "Close"

• Initial Complaint

  Date:02/02/2023

  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 on 1/29/23 thinking I was on a hotel website. When I received my email confirmation the next morning, I found that there was a total of $40 in fees (excluding taxes) on my room rate of $75. I also found only on my confirmation that the room was non-refundable. None of this was apparent to me when booking online. When I contacted reservations.com the next day less than 24 hours after I reserved the room and asked for consideration and a refund due to the exorbitant fees and "small print", I was told the system generates the fees and they could cancel the room but there was no guarantee I would get a refund. I contacted the customer support suggested to me and they told me the same thing - no consideration. This is a sham business raping people with huge fees and no consideration for the customer.

  Business Response

  Date: 02/13/2023

  We have issued a refund to the customer in full for the reservation including the service fee as well. We have notified the customer via email. At this time we do advise that the customer contact her financial institution with questions regarding processing and follow up. We have marked this case "closed"

  Business Response

  Date: 02/15/2023

  We have refunded the customer in full as of 2/13/2023. We have also refunded the service fee in full as of 2/13/2023. At this time, all charges have been fully refunded to the customer and can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution. At this time, we advise the customer contact their financial institution with questions regarding processing and follow up. We have marked this case "closed"

  Customer Answer

  Date: 02/20/2023

  
  
  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:02/02/2023

  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, at 9:35 pm I booked a room for 2 nights at the Hotel ******* in Harrisonburg, VA from the online website, ***************** Soon after booking the hotel room, I learned that I no longer needed to go on this trip. So I contacted **************** by phone at ************ to cancel the reservation. I spoke with a customer service agent named Christina. She informed me that their reservation policy requires me to have canceled my reservation by 11:59 PM on 1/29/2023. The problem is that I booked the reservation on 1/30/2023 so how on earth could I have canceled it the day prior...when I hadn't yet made the reservation?
  
  I would like to point out that I promptly called to cancel the reservation at 9:53 PM...just 20 minutes after I booked it. They refused to refund my money. I feel their cancellation "policy" is fraudulent. People can't very well be expected to request a cancellation for a reservation they have not yet made. My confirmation number is **********. The total cost of the transaction was: $596.87.
  
  I appreciate whatever help you can offer to correct this matter and secure my refund, which I feel I am rightfully owed, due to their completely unattainable cancellation policy. I look forward to hearing from you.
  
  Best regards,
  ******* ****** **** ******** ********************

  Business Response

  Date: 02/02/2023

  The customer has been fully refunded the remaining amount including the service fee. We have also notified the customer via email. We have marked this case "closed"

• Initial Complaint

  Date:02/02/2023

  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 overcharged for booking 2 rooms. This site tacked on $70 in fees that were not disclosed to me when I booked the rooms. When I called reservations.com the very next day when I saw what was charged to my credit card ($247 should have been $180) to ask for a cancellation I was told I would only receive a $58 refund.
  Guest Details
  Name: Todd P*******
  Contact Email: *******************************  Reservation Details
  Booking Status: CONFIRMED
  Reservation Number: ********** Itinerary Number: *********** Check-in Date: Wednesday, February 1, 2023
  Check-out Date: Thursday, February 2, 2023
  
  Hotel Details
  Hotel *******
  *** * *** ** ******* **** ***** US
  
  Room Details
  Room 1 (**** ********):
  Room Type: Queen Room - Free WiFi
  Guests: 1 Adult(s), 0 Children
  
  Room 2 (Jim C):
  Room Type: Queen Room - Free WiFi
  Guests: 1 Adult(s), 0 Children
  
  Please note: Preferences and special requests cannot be guaranteed. Special requests are subject to availability upon check-in and may incur additional charges.
  
  
  Payment Details
  Room Sub Total: USD $159.90 (excluding taxes and fees)
  Taxes & Fees: USD $67.60
  Sub Total: USD $227.50
  Service Fee: USD $19.99
  
  Total: USD $247.49 (including taxes and fees)

  Business Response

  Date: 02/02/2023

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

• Initial Complaint

  Date:02/02/2023

  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.

  Jan 14th thought I was booking direct with the Hampton in Salt Lake City, UT. Turns out is is with this 3rd party. I immediately called them a few minutes after I realized this but they will not issue refund. The website is a spoof of the Hampton same photos and everything. Hampton offers cancellation up to 48 hours prior. This company takes your entire stay amount plus their fee. They claim to be cheaper but are not. There is no advantage to booking with them. They should not be allowed to use other hotels info and add their name, it's just wrong. I just want my $1073.05 that they have and sitting on until October.

  Business Response

  Date: 02/13/2023

  At this time, we are currently reviewing the information provided by the customer. Once this has been resolved on our end, we will notify the customer immediately.
  

  Business Response

  Date: 03/09/2023

  The "Pending" dispute for the room and taxes have been resolved, and we were successfully able to refund the customer for the room and taxes entirely. We do continue to show a "pending" dispute on our end for the service fee and are unable to refund this until this has been cleared on our end. We have notified the customer of their refund, and also of the "pending" dispute regarding the service fee. Once this has been cleared on our end, we will then refund the customer and notify them directly and immediately. 

  Customer Answer

  Date: 03/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It has not cleared on my ******** Card as yet. Once both amounts have been processed on my ******** Card, I will then accept the response.

  I do appreciate that we have finally come this far after almost 2 months and thank everyone for their help with this situation.

  Hoping next time, I hear from all of you I will be able to accept.

  Thanks again to all of you.

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

• Initial Complaint

  Date:02/01/2023

  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.

  January 29th trying to reserve hotel thru hotel and Expedia put in info was declined wanted $ before rooms could be saved ended tranaction. January 30th my account was short $32.32 from ******************** with their number. Never got an email or itenary? Called ********** spoke to a mark who had no record of me told me to send a screen shot of my bank issue to email ************************ and see if they would refund. Got email back declined to help no records found. My bank will dispute after posted and I have to get a new debit card. I should not have to change my life fir there error. It will take 6 days to get new card and I have bills to pay

  Business Response

  Date: 02/01/2023

  We were able to reverse any charges located on our end. The customer will see this reflect onto their account within 5-7 business days. We do advise that the customer contact their financial institution with questions regarding processing and follow up. We have also written the customer directly with this information via email. At this time we have marked this case "closed"

  Customer Answer

  Date: 02/03/2023

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