Complaints

This profile includes complaints for Reservations.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Reservations.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/01/2023

  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 thought I was booking through the hotel directly but somehow got routed through to Reservations.com. I booked a room for a week for a work meeting. When the meeting got rescheduled, I went to go cancel the room and that is when I noticed I booked a non-refundable room through reservations.com. There was no big call out that I was booking a non-refundable room until I received the confirmation email. Which I didn't look at closely because I was very busy that day. I NEVER knowingly booked non-refundable rooms, especially for work trips. When I called to beg for a refund they wouldn't budge. I feel that the website was deceiving since I was going through the hotel site and also that there was no, ARE YOU SURE YOU WANT TO BOOK THIS NON-REFUNDABLE ROOM warning before hitting the complete button.

  Business Response

  Date: 02/01/2023

  We are unable to locate the customer's information. We have written the customer directly. Please respond by email directly with the requested information so that we may further review this matter.

• Initial Complaint

  Date:01/31/2023

  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 thought I was in the Hyatt Regency Hotel Website and I was looking where to enter the my corporate discount and not realizing I was in Reservations.com. Their website was very deceiving and I mistakenly booked a room. When I realized what I had done, I immediately called to see what could be done and they refused to refund, stating that they could cancel the reservation and submit for a refund, but there was no guarantee of a refund. They stated it would take 7-10 days. Basically there was nothing they would do for an honest mistake.
  Not being able to guarantee a refund is unacceptable.

  Business Response

  Date: 02/01/2023

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

  Customer Answer

  Date: 02/04/2023

  
  
  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:01/26/2023

  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 January 12, 2023 I attempted to make a reservation for a one-night stay at the La Quinta Inn by Wyndham at **** ****** ****** ********** ** *****. The room was listed on the La Quinta site for $139/night. Upon filling out my contact and debit card info, a box appeared that said "Complete Registration." When I clicked on that link, I was not given an opportunity to review the total charges. Instead, my card was immediately charged $226.40. I immediately called the number listed on the email, and was directed to an offshore call center. When I complained that I was not given the opportunity to review the charges before my card was immediately charged and that I did not agree to the more than $90 in extra fees, the representative replied "it's in the fine print" and refused to cancel my reservation or refund the excessive fees. In addition, reservations.com was posing as the actual hotel site. In fact, I didn't even realize I wasn't dealing directly with La Quinta until I got the email outlining the charges. I have since learned that the FTC has been cracking down on these deceptive practices. I have filed complaint #********* with the FTC. I am submitting this complaint to the BBB to report this company's deceptive practices... concealing the charges and fees within the fine print, immediately charging my debit card, and then refusing to cancel my reservation... and request a refund. Thank You.

  Business Response

  Date: 01/26/2023

  The customer has been emailed regarding a refund. Please respond via email so that we may proceed. 

  Business Response

  Date: 02/01/2023

  We have refunded the customer fully via PayPal as of 1/31/2023. We have written the customer directly to confirm this information. At this time, we do advise the customer to contact PayPal for any questions regarding processing follow up. We have marked this case "closed"

  Customer Answer

  Date: 02/02/2023

  
  
  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:01/25/2023

  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 searched Google for "******* Inn in Harpers Ferry". The very first result was a sponsored result called "******* Inn Harpers Ferry, West Virginia, US - ****************"
  
  I proceeded to book a hotel night through this web site. Upon completion, however, i realized that although the link in the Google search clearly indicated that that hotel was "******* Inn", the web page, after opening, said "******* Inn", which means I booked the wrong hotel. All my friends will stay at the "******* Inn" that night.
  
  This is deceiving and dishonest from ****************
  
  Technical specifications
  URL of my original Google search* ******************************q=***********************************************************************************************************************************
  
  The first result said: ******* Inn Harpers Ferry, West Virginia, US - ****************
  
  URL of the first result: ***************************************************************************************************************************************************************************************

  Business Response

  Date: 01/26/2023

  Emailed customer regarding a refund. Please respond via email so that we may proceed. 

• Initial Complaint

  Date:01/20/2023

  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.

  Refund was never issued to me. This has been going on since October. I will at this point file a court complaint. I will never use them again. Basically they take the credit issued by the hotel and do not issue it to the customer. When you call them they blame the bank and state that the credit was issued. When you ask them for proof of that, they disconnect the call. I am sure after months customers get sick of the run around and they give up and reservations.com keeps all of the refund.

  Business Response

  Date: 01/25/2023

  Customer was refunded as of 12/28/2022. We have written the customer directly regarding more information. Please respond via email. 

  Customer Answer

  Date: 02/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I have never had such a bad experience with the response to this company! I have attached resent emails from them. All of them have different answers. One states that i will be getting a check in 10 days. One email states that it will take 60-90 days. I can't believe this company can get away with this!!! The hotel has assured me that they requested the refund and I believe them, however in the email it states the hotel has denied my refund. I am at my last rope on this matter. I booked this reservation in October! I will not let this company get away with this. This company will not issue the refund that was given by the hotel. I would think people would just give up at this point. 
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 02/09/2023

  A check has been processed and mailed to the customer at the address they provided via email. We have marked this case "closed"

• Initial Complaint

  Date:01/19/2023

  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 was making a reservation for Fairfield Inn Medford NY on what I thought was their website. Somehow I was send to Reservations.com of FL. As soon as I got the confirmation I realized I made it for the wrong date and with a third party. I called them immediately but they would not removed the charges. I called the hotel in NY directly and they canceled the reservation for me but I am still being changed by reservations.com. My refund request ITN# is *********. The reservation was for August 27, 2023. Please help if you can and contact me if you need any further information. Thank you! ****** ******

  Business Response

  Date: 01/31/2023

  We have offered a refund to the customer via email. Please respond back via email so that we may proceed.

  Customer Answer

  Date: 02/01/2023

  
  
  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:01/17/2023

  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.

  We made a hotel reservation through reservations.com and then found that we had to cancel our reservation, or change to another date. Following the instructions in the confirmation email, I called their toll free line, and was told that there are no refunds for cancelling, and no refunds for changing to a future date.When I went onto their website, I saw only that they would charge a service fee for cancelling in all areas I looked (FAQ, etc.), it may be buried in the many pages of terms of service, etc.Because they do not state that they are a third party, and that they do not state their actual cancellation policy until After they have already charged you, I consider this to be a Deceptive Business Practice.The confirmation email states that:"By confirming your booking you have agreed to Reservations.com Terms of Service.Hotel Cancellation Policy This reservation is non-refundable. There is no refund for no-shows or early checkouts. The $28.69 service fee from Reservations.com included in the total is non-refundable.""We have charged your credit card for the total amount of this reservation. All prices are displayed in USD. The charges to your credit card were made by Travelscape *****************************

  Business Response

  Date: 01/18/2023

  Emailed the customer with refund options. Please respond to the email that was sent so that we may proceed.

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair 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 purchased a hotel room in Chicago and after I paid I got email confirmation for a hotel in Italy. I called reservations.com to tell them there was some sort of error on their site only to get an attitude from some lady saying she couldn't refund my money. I explained I travel all the time and that there is no way I would've accidentally booked a room in Italy. I would not recommend this company to my worst enemy.

  Business Response

  Date: 01/18/2023

  We have obtained the customer's details for a full refund. We will notify the customer once this has been processed via email. We have marked this case "Closed"

  Customer Answer

  Date: 01/20/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18804669, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:01/07/2023

  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 Jan. 4, 2023 I made a reservation through Reservations.com to stay at the ***** * in Montrose, CO Feb. 23-26 2023. The reservation number is ***********. I was very careful in talking to the representative to write down accurately the specifics of the reservation. TWO TIMES he clearly told me that the charge would be $116 a night, making the Room sub-total be $348. When I received my email confirmation, they charged me $394.64. THAT IS $46.64 TOO MUCH. I called them back and asked for a refund of the $46.64. The person I spoke to said that could not be done. It was impossible to do it. So I asked to speak to his supervisor and did so, outlining my complaint again. I got the same answer - that it was impossible to do. So I asked to speak to that person's supervisor and was told that they did not have a supervisor, and that it could not be done and was impossible to do. Here is the outline of the charges in that email:
  Payment Details:
  Room Sub Total: USD $394.64 (excluding taxes and fees)
  Taxes & Fees: USD $56.56
  Sub Total: USD $451.20
  Service Fee: USD $29.60
  Total: USD $480.80 (including taxes and fees)
  THEY ARE CHEATING ME OUT OF THE $46.64. CAN YOU DO SOMETHING SO THAT THEY WILL REIMBURSE ME?
  I DO NOT WISH TO CANCEL THE RESERVATION.
  Thank you,
  ******* ********* 

  Business Response

  Date: 01/11/2023

  Contact Name and Title: Customer Service
  
  Contact Phone: 855-956-2201
  
  Contact Email: [email protected]
  
  Emailed customer refund payment options. Please respond to the email so that we may proceed. Waiting for customer's response via email.

  Customer Answer

  Date: 01/30/2023

  On Sat, Jan 21, 2023 at 11:18 AM <[email protected]> wrote:
  

  Regarding my ID # ******** complaint about Reservations.com: they have sent me a refund check and it is completely resolved. I am very happy with result. ******* *********

  Sent from ******* ********* *****************************

• Initial Complaint

  Date:01/03/2023

  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 reserved a hotel room through reservations.com. 30 minutes later I canceled. It was too expensive and I decided to work. I waited and never received a reimbursement. So I called the hotel. They never received a reservation and never received the money. I have emailed and called this company multiple times!! They promise reimburse me but never do. I want help in getting this reimbursement that is due me!!

  Business Response

  Date: 01/09/2023

  Contact Name and Title: Customer Service
  Contact Phone: ************
  Contact Email: [email protected]
  The customer has been refunded via paypal as of 11/30/2022. Reservations.com holds no further charges at this time. We have marked this case "Closed"