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Business Profile

Hotel Reservation

Reservations.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

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

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    Customer Complaints Summary

    • 600 total complaints in the last 3 years.
    • 210 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/25/2022

      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 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:
      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.
      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.

    • Initial Complaint

      Date:10/24/2022

      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 booked a room from********* thinking it was the Wyndham web site. i booked a $63.00 room and was charged $104.35. I then discovered that the booking went through reservations.com who charged over $40.00 in fees.
      The transactions on my credit card are dated 10/22/22:
      $84.36: ***********************************
      $19.99: ******************** FL*************
      The confirmation, provided below, contains the following:
      BENJAMIN & BROTHERS LLC DBA: RESERVATION.COM is registered with the State of Florida as a Seller of Travel. Registration No.*********

      Fla. Seller of Travel Ref. No.*********

      Business Response

      Date: 11/28/2022

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

    • Initial Complaint

      Date:10/19/2022

      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.
      Made a reservation for a the************** Hotel through reservations.com (mistakenly -- it was hard to tell they weren't the hotel website). They charged us 50% of the room price in "taxes and fees", then refused to give us an itemized bill. The taxes (from the actual hotel website) were approximately 30% of what reservations.com charged. They're clearly padding the "taxes" and not disclosing this to consumers. Reservations are non-refundable.

      Business Response

      Date: 11/17/2022

      Business Response /* (1000, 5, 2022/10/27) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest offered a full refund via email since they have requested to cancel the booking. Awaiting reply.

    • Initial Complaint

      Date:10/19/2022

      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.
      Very deceptive business practices: Reservations.com poses as the actual hotel when it is not. After I made a hotel reservation I received the attached email confirmation. The cost is more than $50 higher than when booking through the actual hotel, (which I thought it was). I contacted Reservations.com less than three minutes after making the reservation and they refused to issue a refund.

      Business Response

      Date: 11/09/2022

      Business Response /* (1000, 5, 2022/10/27) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest has been offered a refund of the requested taxes and fees via email. Awaiting reply.


      Consumer Response /* (2000, 7, 2022/10/27) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:10/17/2022

      Type:Billing 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.
      On 10/08/2022 I made hotel reservations for 12/18-12/25 at the ******* Inn Six Flags in Vallejo,California. I just received my credit card statement and saw that they charged me twice for $720.98 and an additional charge of $42.27 twice. When I made these reservations I thought I was on Choice Hotels and didn't realize I was transferred to reservations.com. When I saw that I was double charged I contacted their customer service and they told me it was none refundable and all I could do was cancel the one and they would send it to billing and that it wasn't guaranteed they would refund it. I was never made aware it was non refundable and why would I book the same room and hotel for those dates. I am a senior and this is a lot of money not to get back when it is their fault they double booked it. I saved up for this trip so I could go visit my grandchildren at Christmas. The Choice hotels should never use this company they are a disgrace the way they treat people and should be put out of business in my opinion. I would appreciate any help you can give me as this has totally stressed me out and cost me money I planning on using for Christmas gifts for my grandchildren. And as of 1:00 I have not received a confirmation email for the reservation they kept.

      Business Response

      Date: 11/17/2022

      Business Response /* (1000, 5, 2022/10/27) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest was fully refunded for ITIN # ************** They still have booking ************* which we have resent the confirmation for.

    • Initial Complaint

      Date:10/17/2022

      Type:Billing 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.
      We need help with getting our money back from reservations.com. We booked a room at the ******* Inn ********* in Vallejo California for the dates 12/19-12/25 on 10/08/2022. I just received my credit card statement and noticed they charged us twice for $720.98 and twice for $42.27. I contacted customer service and they told me I booked it twice which I did not. After going back and forth with that argument they said all they could do since it was non refundable is to cancel the reservation #************* and send it to billing and request a refund but there were no guarantees that they would refund it. Went back and forth that it was their error and said that was all they could do. She cancelled the one reservation and kept the other one #************* which I have not gotten an email confirmation for. When I made the reservations I thought I was dealing with Choice Hotels and was unaware that I had been transferred to reservations.com and was not aware that it was non refundable. We are seniors on a limited income and have saved for this trip to see our grandkids and this is a lot of money. We are very stressed after dealing with this company and the extra money they stole was for Christmas gifts for my grandchildren. This company should not be allowed to do this to people and after reading some of the complaints I guess we aren't the only ones treated this badly. We would really appreciate it if you could could help us with this issue. Look forward to hearing from your company.

      Business Response

      Date: 11/09/2022

      Business Response /* (1000, 5, 2022/10/27) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest was fully refunded for ITIN #*************** They still have booking************** which we have resent the confirmation for.


      Consumer Response /* (2000, 7, 2022/10/27) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:10/16/2022

      Type:Billing 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.
      The transaction occurred on 9/14/2022. It was made in error after realizing we were booking through 3rd party. Reservations.com scams customers in a predatory manner and has shady refund policies. We tried to cancel reservation on the same date , even hotels allow cancellations within 24hours. The booking was for 9/17/2022. They even charge exorbitant $19.99 booking fee. Customer service is completely unwilling to resolve issues. Basically the cancellation had to occur 3 days prior to 9/14/2022 to get a refund. This is a complete scam from reservations.com and they shouldn't be allowed to be in business.

      Business Response

      Date: 11/17/2022

      Business Response /* (1000, 5, 2022/10/27) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest has been offered a full amount via email. Awaiting reply

    • Initial Complaint

      Date:10/15/2022

      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 tried to contact the Best Western @ Montrey Dunnes CA directly. Somehow I got transferred to Reservations.com. They claimed to be the direct contact to make reservations here. So I did for one night for 4 people Myself, wife and Kids. They charge me $263 dollars. I get to the hotel and I have no reservation. The front desk has no information about me. Nothing. I show them my email confirmation my bill and still they don't know anything about it.
      I call the customer service @ reservation.com . They try telling my my reservation is no good because I didn't get to the hotel between 3 and 4 pm. How come they charge me then. I was asking for a refund they said they could not give me one. I asked the customer service person to talk to a supervisor. She would just not say anything for minutes at a time when I asked. She then told if I talk to a supervisor I will not get a refund. I literally asked to speak to a supervisor over 50 times before I was finally transferred to a supervisor. Once I finally got to talk to a supervisor. They said they would process a refund but it would take 10 business days. So I had to pay for the room again at the hotel.
      Interesting that the hotel only charged me a total of $180 all fees and taxes included. Why reservation.com charge me of $263? I feel this company is a scam company focused on ripping people of and stealing money. I do not believe they will give me a refund so I will contact my credit card company and file a fraud charge dispute.
      This company should not be allowed to operate doing this to people. I hope that they get shut down so they can not do this to anyone else.

      Business Response

      Date: 11/17/2022

      Business Response /* (1000, 5, 2022/10/27) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest has been refunded in full.


      Consumer Response /* (3000, 7, 2022/10/28) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      They have not fully refunded me. They charged me a service fee and they did not refund that.


      Business Response /* (4000, 9, 2022/10/31) */
      The Service Fee was refunded 10/27/22, guest was updated with timeframe for refund to reflect back on their account.


      Consumer Response /* (4200, 11, 2022/11/02) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I just checked with my credit card company and the did refund the room rate but have yet to refund there service fee. It is $19.99.

    • Initial Complaint

      Date:10/14/2022

      Type:Billing 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 made reservations with them in June 2022 for a hotel in Boston. They charged my credit card immediately. I contacted the hotel recently to confirm and ask questions about the room and they had no reservation under my name. I proceeded to contact Reservations.com and they just kept sending me their original email. I asked to talk with a supervisor and the girl hung up on me. I have since made the reservation directly with the hotel. Reservations.com will not refund me, so I'm looking for help getting this money back. Thank you.

      Business Response

      Date: 11/09/2022

      Business Response /* (1000, 5, 2022/10/27) */
      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, 2022/10/28) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Only after filing complaints with my bank, ******* and the BBB did this get resolved. Reservations.com was unwilling to reimburse me on their own. I have received the reimbursement today.

    Reservations.com is NOT a BBB Accredited Business.

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