Business Profile

Hotel Reservation

Reservations.com

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

Name: Reservations.com
Address: 390 N Orange Ave STE 1605, Orlando, FL, 32801-1675, USA

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

Customer Complaints Summary

548 total complaints in the last 3 years.
165 complaints closed in the last 12 months.

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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:12/27/2022
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.
This company charged my card without my knowledge 33 days before my reservation on November 20th 2022. A blizzard covered Buffalo and due to travel bans and road closures we were unable to make it to the hotel on December 27th 2022. They refused to credit my card, however, wanted to give me a pay pal credit? Filed fraudulent charges with my credit card company and blocked their company from ever being able to charge my card in the future. Be careful they copy the banner of the actual hotel website.
Business Response
Date: 01/18/2023
The Customer has been refunded back onto the card that was charged during the time of booking. We have also refunded the Service Fee onto the same credit card. We have emailed the customer with this information. We have marked this case "closed"
Initial Complaint
Date:12/27/2022
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 12-26-22 I went online to reserve a room at the ******** Hotel in Dallas TX. the website appeared to be the ******** hotels website the room pictures appeared correct and the rates were what I had paid in the past. I made my reservation and when my confirmation email came in I noticed it was almost double the amount I expected. Looking at it I realized I had booked through Reservations.com I immeaditialy started trying to get in contact with Reservations.com I couldn't speak to a live person with phone number in the email but I found another number and finally got in touch with a representative and expressed my concerns. Which were Taxes and Fees of $272.26 and a Service fee of $30.98 on a $413.10 room. The representative told me that the only fee that would be charged was the $30.98 that the other was an estimate of what would be charged by the hotel and I could address in upon check in. On 12-27-22 I checked my credit card and I had the $30.98 fee pending and another charge from *** * ******** for $685.36 pending I contacted my credit card company they had a number for *** * ******** I called and spoke to a representative who said they had no reservation for me even though I had a reservation confirmation number and that I would have to contact Reservations.com I decided to cancel my reservation on reservations.com and they stated a fee of $476.14 will be charged because I didn't canel on or before 12-25-22 one day before I made the reservation.
Looking on BBB complaints this appears to be a scam that duplicates hotel websites and charges unknowing customers outrageous fees for booking a room.
Business Response
Date: 01/05/2023
Contact Name and Title: Customer Service

Contact Phone: 855-956-2201

Contact Email: [email protected]

Customer was refunded remaining amount as well as the service fee. Reservations.com Holds no further charges at this time. We have emailed customer with this information and advise customer to reach out to their financial institution for any questions regarding processing and follow up. We have marked this case "Closed" at this time.
Customer Answer
Date: 01/07/2023
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:12/24/2022
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 for the days Inn by ******* and booking was handled by reservation .com They charged ***** for handling the booking and my credit card was charged prior to the stay. When I arrived at the hotel, I was told that the room was not available. after waiting a couple of hours, I return and was told that none of the rooms were cleaned. And that I could take the room but i would have to clean it myself. That was not part of the booking agreement. This company is running a scam. I was with y family, and we had paid for over 7 rooms, and all had to find other accommodations for the night. Reservations.com and Days Inn is saying that because I did not cancel the prior day that I cannot receive my money back, I was marked as a no show. I had made it clear when I was on the phone with the company that I was standing in the lobby. I have tried to reach the manager at the hotel and have yet to hear back,
Business Response
Date: 01/05/2023
Contact Name and Title: Customer Service
Contact Phone: ************
Contact Email: ************************
Customer was offered refund via email. Please check your email and respond back via email so that we may further assist regarding a refund.
Customer Answer
Date: 01/06/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
They offered a refund but never stated what they would refund through pay pal. I do not have PayPal and My credit card company want them to refund it back to the form of payment I used. Also, I was told that they could send me $1 and close the account as if it was settled. ***** wants to make sure the entire amount is refunded. They would not tell me what they were refunding when I asked, nor would they put it in writing.
Business Response
Date: 01/09/2023
Emailed customer with Payment options. Please respond to via email.
Customer Answer
Date: 01/10/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I received this yesterday. my response is below. They have yet to confirm if i will receive the full amount that was charged to my credit card. Based on the email, if I accept a check, they cannot give me a date of when I will receive it,

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

For an expedited refund back to you, we process our refunds via Paypal.

We can provide a refund via check, however at this time due to Covid-19 restrictions, Reservations.com does not have the ability to issue checks nor do we have the ability to provide a time frame. We are more than happy to issue a refund via Paypal in lieu of checks to help expedite your wait time.

If Paypal is not an option, we will inform our billing team to issue a check to you once we regain this ability, However as stated, we do not have a time frame as to when this will be issued due to Covid-19 restrictions. Please provide the mailing address so that we can confirm where your check will be mailed. Once again, we do not have a time frame to provide you when this will be issued.

Please respond to this email if you wish to move forward with a check once we gain the ability to do so, or if you would like to expedite your refund, and sign up for Paypal, please forward us your email associated with Paypal so that we may further assist you.

Thank you and we look forward to hearing from you

Sincerely

Customer Support

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

this is my response to them today.

Thank you again for your response. As previously stated, I do not have a PayPal account and have no desire to create one. I do have Zelle and can provide the phone number/email for that account to use. I have been in contact with my credit card company and maybe they will accept the check. I and the credit card company expect to receive the full amount that was taken from my credit card, ($19.99 service fee for a reservation and ****** for a room that was not available) this was paid in advance for service that I never received.
Business Response
Date: 01/11/2023
Waiting for the customer's response via email in regards to a refund check.
Customer Answer
Date: 01/11/2023
(The consumer indicated he/she DID NOT accept the response from the business.)

below is the reply I got today; I provided them with my address to send check of $189.71. I requested to know a time frame that
a check will be sent. They have not responded

Good Day,
The refund amount will be $189.71 USD. Please provide the mailing address you would like for a refund check to be mailed to and we notify you immediately once it has been sent.

Please respond to this email with your mailing address so that we may proceed.

Sincerely
Customer Support
**********************
Initial Complaint
Date:12/21/2022
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.
I'd like to file a complaint against Reservations.com, for misleading practices and policies that clearly hurt consumers. On Dec. 1, 2022 I booked a reservation for a hotel room, in Brattleboro VT for my daughter's hockey tournament, on what I thought was the hotel website. The site clearly stated that reservations are refundable up to 48 hours prior to arrival. I remember double checking that, because I was not 100% sure that the tournament was a go, but was reserving a room just in case. I would not have booked it if I thought it was non-refundable. Tonight, on Dec. 20, I tried to cancel the reservation. The reservation turned out to be through Reservation.com, instead of the hotel website. (I had been on the computer comparing prices at various hotels and somehow had switched websites without noticing). I'm pissed that $600+ is now going to waste. That is not money that I have to spare. I find it unbelievable that this company exists, and now as I read about it, has been pulling the same moves since at least 2017. I called the company to ask for a refund and the customer rep hung up on me.
Business Response
Date: 12/28/2022
The customer has been fully refunded. We have written the customer via email to inform. We have also refunded the service fee as of 12/28/2022. We have marked this case "closed"
Customer Answer
Date: 01/05/2023
(The consumer indicated he/she ACCEPTED the response from the business.)

They refunded my money. I therefore accept their response. I hope they change their website to more clearly communicate their policies to their customers.
Initial Complaint
Date:12/17/2022
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.
I booked a motel on this site and after putting in my credit card and making the reservation, the receipt came up showing a $***** "service fee" that was not disclosed previously. I thought I'd cancel the reservation and book elsewhere, but it said the ***** "service fee" was nonrefundable.
Business Response
Date: 12/20/2022
Contact Name and Title: Customer Service
Contact Phone: ************
Contact Email: ************************
Unable to locate any reservation. Emailed customer asking for additional information to further assist.
Initial Complaint
Date:12/15/2022
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 went online to the Marriott to book a room at the * in ******* **. THROUGH THE *EBSIT FOR THE MARRIOTT i put in my dates, etc and was given a price. I took the phone number from the web page and called to confirm the seemingly high rate and the operater answered that it was the MARRIOTT and the high rate was due to only a couple rooms being available. I booked the room with them but watched the rates. yesterday the rate went to half the price. I grabbed to the phone number from ****** and seemed to have a gotten a front desk this time now that i didn't go so far as to put dates in. The person told me I didn't book through the Marriott, i booked through reservations.com and therefore he couldn't honor the new rate. This was a total deception by reservations.com as the pretend to be the hotel chain you call for. I make it a rule to never book through 3rd parties and was deceived to believe i wasnt. $635.77 was what they charged me. I only want to be charged the fair rate of $359 which they now advertise but won't honor. Their registrations should also be regulated because people are unknowingly getting routed to their pretty scammy website.
Business Response
Date: 12/20/2022
Contact Name and Title: Customer Service
Contact Phone: ************
Contact Email: ************************
Offered full refund via email. Waiting on email response.
Initial Complaint
Date:12/13/2022
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.
This website address is deceiving, by putting the name of the hotel first and theirs after it makes it look as if it's taking you to the reservation page of the actual hotel when in reality it's the company's website reservations.com. They change first part of their website to read the name of any hotel you write on your search engine. Additionally they falsely state "the hotel" cancellation policy is to charge 50% penalty, when in reality the hotel has no such policy. They take advantage of all this to over charge users 25% higher total cost compared to the real hotel.
Business Response
Date: 12/15/2022
Contact Name and Title: Customer Service
Contact Phone: ************
Contact Email: [email protected]
This has been fully refunded including the service fee. Reservations.com holds at this time. We have marked this case "closed"
Initial Complaint
Date:12/12/2022
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 Reservations.com reservation the morning of 12/12/22. I realized I needed cancel a few minutes later and when I called, I was told I would lose my entire purchase. I went back and looked at the cancellation policy and it was very vague and deceptive. "Hotel Cancellation Policy: Each room in this reservation is refundable with a penalty: Bookings cancelled after 12/11/2022, 11:59 PM (*******/********) are subject to a fee of 1 night's room and tax. There is no refund for no-shows, early checkouts, or cancellations after 12/13/2022, 10:00 AM (*******/********)." As you can see the first date of 12/11/2022 is before I made the reservation. The 12/13/2022 date is after my reservation. If this was a non-refundable reservation it should have been made clearer to me.
Business Response
Date: 12/15/2022
Contact Name and Title: Customer Service
Contact Phone: ************
Contact Email: ************************
Emailed customer regarding refund. Waiting for customer's response via email.
Customer Answer
Date: 12/15/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an email stating they would apply refund to my PayPal account if I provided the email associated with the PayPal account. Since I purchased with a credit card I would like refund credited to the card. I am concerned that requesting my PayPal information could open me up to fraud.
Business Response
Date: 12/19/2022
Since we cannot refund the card, we have provided the guest another option.
Initial Complaint
Date:12/12/2022
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.
We have attempted to correct this matter through our credit card company without success because this company is also willing to provide false information in response to our claim. After contacting the company again on December 7, 2022 to complain and discuss they hung up on me. Now as I decide to file a complaint with the Better Business Bureau I see that they have a pattern of this behavior which is despicable if not fraudulent. The reason they gave to the credit card company is that there was no "Confirmation showing no cancellation per policy was received." Their comments indicate that "Customer was shown and agreed to Cancelation policy prior to booking." This is not true. In fact we never booked the room (the representative did so before we authorized it and then told us we could not cancel it). We were not advised of the cancelation policy until we told the person from Reservations.com that we did not want the room. At that point she informed us she had already booked it and she could not cancel it. Instead we would have to contact their cancelations people (this despite the fact we had not even authorized booking the room). We did this and they refused to cancel. This company is a sham.We would not have been able to cancel per policy because the stay was booked without our consent and would never have been able to have been cancelled timely since the date to cancel is listed as "Tuesday, September 13, 2022" which is 14 days prior to the date we were calling about making a reservation. As such, it would be impossible to cancel the reservation in a timely manner. The booking company did not tell us that but we also did not authorize them to make the reservation.We were in the process of securing our home to evacuate due to Hurricane *** the afternoon of September 27, 2022 and were calling places to find out availability. We called the direct number for a motel in the Wellington area. The person answering the phone had a foreign accent and after pushing admitted she was in ***************. We asked if there were any rooms available and to confirm that they take pets because we have a 120+ pound dog and a cat. She said that there were rooms and they took pets. We were also online looking at the facility which indicated they were pet friendly. She assured us there was a room even though there no longer appeared to be one online. She took all of our card information and booked the stay. Then she told us that it was no longer available (which confirmed what we were looking at online).We asked about other places (as everything within 100 miles of ******* Island indicated no vacancies). We were looking online at the same time. She pulled up the *********************** and indicated it was available. We pulled it up online and it indicated they would not take our pets. After some discussion we said that we did not think it would work without getting confirmation from the actual motel. She informed us that it was too late to cancel. We told her that we had not even chosen to book the place but she had used the information we had given her for the other location to book the place. She said if we wanted to cancel we would have to talk to someone else at Hotel reservations.com and transferred us to them. They told us it was too late to cancel and the hotel would have to do that. This was despite the fact that we did not authorize her to book the place (the ********** person used our prior information to book a new place we did not authorize).We then immediately talked to the hotel and had conversations with our credit card company to tell them this was nothing short of fraud. We informed the hotel we would not be coming and did not want a credit to return on another period within a year. The call is documented in their files. The hotel reservation information states that they "accommodate Service Animals" and adds additional requirements. We do not have "Service Animals" but pets which are not registered as required.This company is deceptive and crooked. Had they not already had our card information the booking would not have been possible because we would have had to provide the information and would have said no. They used credit card information provided for a previous place that turned out to be unavailable to book a room without consent. The date of the transaction was Tuesday, September 27, 2022. The disputed amount is $429.60 We have copies of the emails from Reservations.com and the hotel. We did not receive these until after we were informed by the booking agent in *************** that we were unable to cancel the reservation. We had immediate phone conversations with both Reservations.com, *********************** and credit card company. We informed the representative at the *********************** that we did not accept the offer of a credit and would not be coming to stay and would dispute the unauthorized charges. We found other accommodations and once booked we immediately evacuated Sanibel Island and headed for I-75 to get to ***** where we finally were able to book a pet friendly room.
Business Response
Date: 12/15/2022
Contact Name and Title: Customer Service
Contact Phone: ************
Contact Email: ************************
Emailed customer regarding refund. Please check email addressed that was used during the time of booking.
Customer Answer
Date: 12/23/2022
------- Forwarded message ---------
From: ************************* <*************************>
Date: Sat, Dec 17, 2022 at 9:24 AM
Subject: RE: BBB Complaint Case# ******** (Ref#***-90331893-********-6-1100)
To: Better Business Bureau <*****************************************>

To whom it may concern,

We received a response from reservations.com on December 15,2022. I find it unusual that they require us to set up a PayPal account to receive a refund (with no other options available). It concerns me. I have never had a business insist on a single method of payment. Why not *********** our credit card back? However, if the refund is actually deposited into the account and we are able to access it, we will be satisfied. That might not occur until after December 25, ********************************************************************** resolution. Their email says to "Please allow up to ***** business days for processing of the refund via PayPal." As a result, please keep the portal open until January 5, 2023 to allow for receipt and transfer of the actual funds out of PayPal. We will then reply on the site that we accept. The site does not allow for a tentative acceptance.

Thank you for your assistance.

****
Initial Complaint
Date:12/12/2022
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.
Date 12-11-2022
Amount $114.48
On this date, before making a reservation I called the hotel and they said I should be able to check right in when I arrived. I then made a reservation online through reservation.com, when arrived I was unable to check in when this happened I called trying to cancel my reservation I end up being able to cancel but they refuse to give me my money back.
Business Response
Date: 01/10/2023
Business Response /* (1000, 5, 2022/12/14) */
This was fully refunded via ******. The refund amount includes the service Fee. We have marked this matter "Closed"

Consumer Response /* (2000, 7, 2022/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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This business has 1 alert

Complaints

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Reservations.com is NOT a BBB Accredited Business.