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:11/08/2022

  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 11/4/2022 we attempted to book a room at a red roof inn. There was no confirmation page or disclosure of a 19.99 fee for using their service. The price was also $30 higher than the advertised price once card info was entered. The room reserved was to be a king and we ended up with a double queen. They were contacted And assured us the 19.99 would be refunded in 24 hours which it has not and refused to help with the room issues or pricing issues and denied a refund for that.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/11/22) */
  Contact Name and Title: Customer Service
  Contact Phone: 855-956-2201
  Contact Email: [email protected]
  We are unable to locate a booking for this guest with the information provided. We have requested more information.
  
  
  Consumer Response /* (3000, 7, 2022/11/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The reservation was under my wife's name ************. The card used was my name. They have since refunded the 19.99 and refunded the room cost then recharged the room cost on 11/11/2022.
  
  
  Business Response /* (4000, 9, 2022/11/28) */
  Guest has been offered a refund for a partial amount via email. Awaiting reply.

• Initial Complaint

  Date:11/08/2022

  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 reservation for January 7th 2023 on 11/7/2022. When I got the email confirmation back the cancellation policy stated "bookings cancelled after 04/12/2019, 05:00 PM (America/Los Angeles) are subject to a fee of 592.11 USD. Bookings cancelled after 01/06/2023, 11:59 PM (America/Los Angeles) are non-refundable." After seeing this in my email confirmation I immediately call reservations.com to ask why 2019 was listed and was only told I was given a very special cancellation time frame. This is very deceptive and I would like my full refund back $792.42.
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/23) */
  Guest has now been refunded in full.

• Initial Complaint

  Date:11/05/2022

  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 October 28, 2022, I tried to reserve a hotel room from directly from the hotel's website. The website reservation.com disguised itself as a hotel site and charged fees I was unaware of. This included charging taxes that were 300% higher than the actual tax for the hotel. Upon receiving the email confirmation of the booking, I realized it was a 3rd party site and called immediately to cancel the reservation. The booking website only shows that the charges are non-refundable after clicking a separate hyperlink and this was not apparent to me at the time of booking. The customer service agent said that the "hotel's policy is that the charge is non-refundable", but I contacted the hotel's general manager and they do not have such a policy. It is my impression that Reservations.com uses multiple deceitful business practices.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/14) */
  Contact Name and Title: Customer Service
  Contact Phone: 855-956-2201
  Contact Email: [email protected]
  Guest has been offered a refund via email. Awaiting reply.
  
  
  Consumer Response /* (3000, 8, 2022/11/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company offered a partial refund of less than 25% of the charges to be paid via a ****** account (instead of the credit card that was charged). I've confirmed with the hotel's general manager that they have refunded reservations.com. Reha at customer service claims they are still "looking into it" after 2 weeks. If they have received a refund of the hotel charges, then their claim that the hotel's charges are non-refundable are false.
  
  
  Consumer Response /* (2000, 9, 2022/11/28) */
  ---------- Forwarded message ---------
  From:********************************************
  Date: Wed, Nov 23, 2022 at 4:13 PM
  Subject: Re: BBB Complaint Case#********************************************
  To: Better Business Bureau *******************
  
  
  Sorry, I responded to this complaint, but then saw that the company issued a refund to my credit card. I'd like to update my response, if possible.

• Initial Complaint

  Date:11/03/2022

  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 11/02/22 I booked a room mistaking the web site as the direct site for the motel. It was a deceptive lead in. I tried to call and cancel and was told to late. I went to the motel anyway and they were unable to get the funds from the company when the motel asked to refund the money to my card so I could check in they continued to give them forms of payment which were declined they did call and say they would refund me after 3 hours of the motel trying to resolve the issue . They emailed that they would refund most of the funds. They kept a "service" fee even though they were unable to provide the service. I belive that since they could not provide the service the service fee should be refunded also.
  I will update IF they do refund.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 6, 2022/11/14) */
  Contact Name and Title: Customer Service
  Contact Phone: 855-956-2201
  Contact Email: [email protected]
  The Service Fee has been refunded.
  
  
  Consumer Response /* (2000, 8, 2022/11/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They have refunded the Service fee.
  Thank you

• Initial Complaint

  Date:11/03/2022

  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.

  Booked a hotel through reservations.com for a company meeting.
  Was new to company and did not know the company booked the hotel already.
  On reservations.com it states under the Hotel Cancellation Policy that each room is subject to the hotel's cancellation policy. the hotel's cancellation policy was: room COULD BE REFUNDED.
  Reservations.com claims that the policy was "non-refundable."
  The hotel agreed to refund the room and has not charged for the room since first discussed in December of 2021. However, reservations.com continuously re-bills the credit card company for the room; the credit card company continuously pushes the charge back. It is fraudulent to charge for services not rendered; it is in poor faith to falsely post inaccurate policies on hotels' behalf.
  
  In telling reservations.com that I was reporting them to the BBB and the Florida Atty Generals Office, they have since emailed to say the fund are available and the problem was "due to covid."
  They want to refund the money through *******
  This is not how the original transaction was handled and this is not who is owed the money. Chase Morgan is needs to be refunded the money and needs to stop being charged for this fraudulent charge.
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/14) */
  Contact Name and Title: Customer Service
  Contact Phone: 855-956-2201
  Contact Email: [email protected]
  Refund check was mailed out to guest once they provided the mailing address.
  
  
  Consumer Response /* (3000, 7, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Company informed us THE ONLY way to refund us was via ******* due to their systems being down b/c of Covid. When we refused, they stated a check would be mailed immediately. Allegedly the check was mailed via USPS on November 8, 2022; however, we were given no tracking number.
  
  
  Business Response /* (4000, 9, 2022/11/17) */
  Check was mailed out using USPS. There is no tracking number to provide but it was mailed out on 11/8/22
  
  
  Consumer Response /* (4200, 11, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Check has still not been received.
  
  
  Business Response /* (4000, 13, 2022/11/23) */
  Check was mailed out on 11/8/22 and we have not received it back yet from USPS.
  
  
  Consumer Response /* (4200, 15, 2022/11/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Any reputable business would stop payment on the check and reissue another. They would have a tracking number or use certified mail.
  
  
  Business Response /* (4000, 22, 2022/11/30) */
  We can confirm that a replacement check was mailed out today and tracking information sent to the guest via email.
  
  
  Consumer Response /* (2000, 24, 2022/12/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Second check was received; however, I am 100% not satisfied with this business, and neither should anyone else who has been told they can not be refunded by them.
  It is unfair business practice to keep others' money. It is a shame it took a solid year, a filing to the Florida Attorney General's Office and the BBB to get this handled. They would not even answer emails until these agencies were contacted. And even then, they chose to be flippant in their responses.
  Also note, if you are with ***** Bank/CC they will not follow through with their promise of refusal to pay for services not rendered and/ or fraudulent charges. Reservations.com/ Benjamin & Brothers, LLC is their client; therefor, it concedes, allowing them to extort money. It is all a complete and total scam. Reservations.com's advertising, policies, and customer service are misrepresented with erroneous information.

• Initial Complaint

  Date:11/02/2022

  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.

  9/26/2022. $403
  I am disputing this charge due to the fraudulent business practices of reservations.com making it impossible to cancel a reservation. On 9/26/22, thinking I was on ********************* website, I selected a date and rate that was not marked non-refundable. Once selected you are moved to payment. I thought the rate was refundable so moved forward. I was shocked when I received my confirmation email from reservations.com for $403. I immediately called customer service and was told I could not cancel unless I accept the cancellation policy, which had a backdated cancellation date, must be done 9/23-25, obviously I couldn't cancel a reservation made on 9/26, and that I must accept full responsibility for the full amount. I have the email exchanges from reservations.com revealing the fraud. Their response to me was that I did not express concern and that I was a "no-show" so charges were valid. I had extensive conversations with the hotel sharing my dilemma and that I was disputing the charge and would not be presenting for the reservation. They understood and fully documented the reservation file.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/11/14) */
  Contact Name and Title: Customer Service
  Contact Phone: 855-956-2201
  Contact Email: [email protected]
  Guest has been offered a full refund via email. Awaiting reply.
  
  
  Consumer Response /* (2000, 7, 2022/11/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  If they honor the offer of a full refund I will be satisfied, but due to their fraudulent practices, I'm not confident they will follow through. They stated the refund would be in my ****** in 10-20 days. If it isn't I will reopen the complaint.

• Initial Complaint

  Date:10/28/2022

  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 hotel reservation for the *****************, ****************** for Oct 21, 2022. 1 night.
  Booked reservation on what I thought was ************* website.
  It was not. It was thru Reservations .com.
  When I arrived with my confirmation, I was told by the hotel staff I must provide another credit card and that the Res.com charge would fall off.
  It did not.
  Called the hotel, they said I must contact Res.com.
  Called Res.com, they said they could do nothing, call the hotel
  
  I was charged $143 by res.com and $104 by ************.
  
  Neither concern will reverse charges or work with me to get the charges correct.
  
  I am also filing a complaint on ************ Plus, *****************
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/14) */
  Contact Name and Title: Customer Service
  Contact Phone: 855-956-2201
  Contact Email: [email protected]
  Guest has now been refunded.
  
  
  Consumer Response /* (3000, 7, 2022/11/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  To date. Only 19.99 of the 153.00 ollars charged has been refunded.
  
  
  Business Response /* (4000, 9, 2022/11/22) */
  Guest has been provided the proof of the refund being processed on 10/28/22. This will show up on their account unless the guest disputed the charge with their bank.

• Initial Complaint

  Date:10/26/2022

  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.

  Initial reservation for 9/29/22 made 8/10/22. Cancelled but didn't get a confirmation. When I got credit card statement, I saw the charge for the stay and notified********* card, which issued a temporary credit on 9/15/22. However, they later reversed the temporary credit and charged me without an explanation. I saw that reservations.com was previously sued for this activity, so it's been going on for a while.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/04) */
  Contact Name and Title: Customer Service
  Contact Phone: 855-956-2201
  Contact Email: [email protected]
  Guest has been offered a refund via email. Awaiting reply.

• Initial Complaint

  Date:10/25/2022

  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 made a reservation with Reservations.com. Room was 170. Stated fee was 19.99. When I completed my reservation the charge was 246.05. I checked and taxes & fees are 14.09. I called them and they offered nothing. They offered to cancel...... without refund, so I lose the whole 246.05. There total "fee" was about $60 on a $170 room with NO explanation. These people are criminals.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/04) */
  Contact Name and Title: Customer Service
  Contact Phone: 855-956-2201
  Contact Email: [email protected]
  Guest has been offered a refund of the amount in question. Awaiting reply.

• Initial Complaint

  Date:10/24/2022

  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.

  This company operates 100% outside of the USA - thus they are able to avoid laws that uphold businesses within the US. They absolutely DO not treat people with respect. They will charge you 100% of the hotel fees and plus their own made-up fees and if you want to adjust the reservation in anyway, they charge you again to do so. If you want ANY kind of service, you will be transferred to a foreign country with a speaker who is barely able to pronounce basic English words and when you ask for an English speaker, you will be called a racists. I tried 4 times with 4 different people with no one to clearly speak English, no one to help me in any way - except wanting to charge my card another $400 on the promise of an email being sent to some other mysterious higher office that might or might not credit my card back the remaining $200. Get that! I would get absolutely NO service but be charged $400 with a very frail promise of a portion of my $600 total charge being refunded. If you ask any questions they will say... read your policy you agreed to. The website is incredibly deceptive because it looks like the hotels website and is the first webpage Google will show you - please avoid this company. They need to be sued and stop tricking Americans into stealing their money.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/04) */
  We are unable to locate a booking using the information provided. We have emailed the guest for more info to confirm if it was booked using our services.
  
  
  Consumer Response /* (3000, 7, 2022/11/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My husband booked a hotel stay over the phone with reservations.com and they misspelled his name. He wanted a complete refund. To this day, the only way they will refund us is through a ****** account or through check. Since this company is a total scam, we will not give them a ****** account. We told them to send out a check but we are continuing to push our credit card company to get this money back. This company should be out of business. They are not within United States and so they act regardless of our laws. I finally only got half of the refund promised not even delivered to me. Any other company within United States would refund the money through the credit card AKA *******. It is time that the Better Business Bureau make this company illegal to function with inside United States. We even contacted the hotel and they are so tired of this company messing up their customers satisfaction. They would love to see this company completely
  
  
  Business Response /* (4000, 9, 2022/11/09) */
  Refund checks for the full amount of both bookings made with us requested by this guest were mailed out yesterday. The bookings are ***************************
  
  
  Consumer Response /* (2000, 11, 2022/11/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  We have received a full refund. This is the only way to get a full refund is by filing a complaint. I tried so many different ways. I spoke to three different supervisors. My husband spoke to a supervisor. I spent 3 hours on the phone and still did not receive any help. I had to file a complaint with the Better Business Bureau to be able to get an answer. So even though this company has refunded our money by a check and not to our credit card, I will never use the service again and I highly recommend no one use this service ever! On top of that I do want the Better Business Bureau to do an investigation into their business practices. This company should not be operating within the United States. We have laws that they are breaking consistently. There should not be such confusion when booking, they should not charge your credit card until the actual day of service. And if you call them, you should be able to call someone within the United States. I think the Better Business Bureau or I would be totally out of our money.