Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Better Business Bureau®
For Businesses
Share
Business Profile

Hotel Reservation

Reservations.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

This business has 1 alert

Complaints

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

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.

    Please enter a valid location.

    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/10/2022

      Type:Product Issues
      Status:
      Resolved
      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 charged $637 for a room that was unavailable, and am unable to get a refund:*On September 1, 2022, I booked a room at the ************ in ******* for a two-night stay. I thought I was booking directly through the hotel, but it turned out to be reservations.com, which deceptively uses the hotel name in their web address. The total of $636.80 included their $19.99 booking fee.*On September 3, I arrived to check in at the Kinzie, only to find the hotel overbooked and claiming to have no knowledge of my reservation. Needing somewhere to sleep, I booked the only room I could find, at the much more expensive Royal Sonesta, for a total of $1,728.22 (receipt attached). I called Reservations.com **************** that night and they said they would investigate.*Every two days for the next 6+ weeks, I received automated e-mails from reservations.com saying they were still "working on" my request. I had great difficulty speaking to anyone helpful at the hotel, but when I finally got a manager she said that they had no record of me, and Reservations.com must have my money. They never responded to the email I sent (attached). On October 20, finally I got an email from Reservations.com (attached) saying they were "pleased to inform you that we are able to give you a full refund...minus the non-refundable service fee. Please be assured that your refund will be completed within 7 to 10 business days depending on your financial institution to process the return transaction."*The refund never came. My bank had credited me the money while they investigated, but I just received a letter saying they were reversing it because "the transaction was valid," with the only proof being the booking receipt (for a hotel room I never was able to stay at).I would like a full refund and also an investigation into what (judging from reviews all over the Internet) seems to be a massive scam of a company. Thank you for looking into this.

      Business Response

      Date: 12/20/2022

      Contact Name and Title: Customer Service
      Contact Phone: ************
      Contact Email: ************************
      Offered refund via PayPal. Waiting for the customer to provide Paypal information via email.

      Customer Answer

      Date: 12/20/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I immediately accepted the offer of refund and provided PayPal information. I will accept the response once the money shows up in my PayPal.
      (I was told they were refunding my credit card two months ago and that never came, so I would like to keep this case open until I actually see the money, thank you).

      Business Response

      Date: 12/21/2022

      This customer has been fully refunded via PayPal. This refund includes the Service Fee as well. We have marked this case "closed"

      Customer Answer

      Date: 12/22/2022

      (The consumer indicated he/she ACCEPTED the response from the business.)
      I have received the refund, thank you.

    • Initial Complaint

      Date:12/08/2022

      Type:Product Issues
      Status:
      Answered
      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 with a site that purported to be *******************. It was really reservations.com. I used a credit card for a "reservation" only to find that I had purchased a room and it was NOT refundable. I contacted them immediately to say that this was an error, I used the incorrect credit card and that I only wanted to reserve the room, not purchase it. I was told that I could request a refund but only after I CANCELLED the reservation AND that the refund was not guarranteed. I would find out in 7 to 10 business days if i would get a refund. 5 minutes after cancelling, I get an email saying that they did not approve a refund, I no longer had my room, and that they are keeping the money $234.00 plus their fees for NO services. They would not reinstate the reservation and would keep the money anyway. After alot of back and forth - they are just saying there is nothing I can do, that is their policy and that they will keep the money. They say there is no one higher up to speak with. What are my options? I will dispute the charge as well with my bank.

      Business Response

      Date: 12/20/2022

      Contact Name and Title: Customer Service
      Contact Phone: ************
      Contact Email: ************************
      Customer has been fully refunded. Service Fee has also been fully refunded. We have marked this case "Closed"

    • Initial Complaint

      Date:12/06/2022

      Type:Product Issues
      Status:
      Resolved
      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 12, 2022, I wanted to make a reservation with the Hampton Inn in Columbus, MS for a room for April 21-23, 2023. Without realizing my online search had been redirected, I made the reservation through Reservations.com. After receiving an email confirmation from Reservations.com for reservation number ***********, I realized that my initial online search had been redirected to the Reservations.com site. My credit card was charged $393.34. According to Reservations.com confirmation email this was $372.35 for the room, taxes, and fees and $19.95 for Reservations.com service fee.

      On October 13, 2022 I contacted the Hampton Inn in Columbus, MS and asked them to confirm the reservation using the reservation number *********** and was told there was no record of a reservation with that number. I contacted Reservations.com about my concern that there was no reservation and they emailed me the same confirmation I had received on October 12, 2022.

      On November 10, 2022 I called the Hampton Inn again and was unable to confirm my reservation with the no. ***********. I called Reservations.com and said I had to have a reservation number that could be confirmed by the hotel. I was told they would respond within 48 hours with a number that could be confirmed by the hotel.

      Since I was traveling with a tour group I needed a confirmed reservation with the hotel for dates that are heavily booked in Columbus, MS. I contacted Hilton online and made a reservation and was given a confirmed reservation no. ********. This reservation through Hilton was charged to my credit card.

      On November 17, 2022 I received an email from Reservations.com stating that my Hotel Confirmation No. was ******** which is the reservation number I received from Hilton and paid for separately from Reservations.com. Reservations.com is claiming the reservation I made through Hilton is theirs. I do not believe Reservations.com ever made a valid reservation I should receive a refund.

      Business Response

      Date: 01/11/2023

      Business Response /* (1000, 6, 2022/12/13) */
      This has been fully refunded back onto the credit card used during the time of booking. The service Fee has also been refunded. Reservations.com holds no further charges at this time.


      Consumer Response /* (2000, 8, 2022/12/16) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      The charge to my credit card was refunded except for the service fee.

    • Initial Complaint

      Date:12/04/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Company refused to cancel and to provide a refund a reservation despite being contacted within minutes of an order being placed

      Business Response

      Date: 01/03/2023

      Business Response /* (1000, 5, 2022/12/06) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      All charges including the Service Fee have been fully refunded.


      Consumer Response /* (2000, 7, 2022/12/08) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      To their credit, the company did, in the end, provide a refund, accepting the fact that the reservation was made in error. This is appreciated. However, the process to achieve this outcome was difficult, and dealing with customer service highly unpleasant and contentious. While I appreciate their willingness to resolve the specific problem, I remain of the opinion that they should improve their customer service practices and policies.

    Reservations.com is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.