Business Profile

Hotel Reservation

Reservations.com

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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:07/07/2025
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 May 19, 2025, I called, what I thought was The ***************** in ****************. The person who answered the phone told me that I was speaking o the actual hotel . I made two room reservations, #H11358413 for $212.93 and H11358448 for ******. I was told they were refundable as long as I canceled by 7/9/25. On 7/1/25, I spoke with the actual Hotel to cancel rooms and was told that I made reservations through a 3rd party and would have to cancel through Reservations.com. This was the first I had heard of that website. So I tried to call *************** but you cannot speak to a human or even get automatic choices on their number. So I went into the emails that I have from them and tried to cancel and get my refunds. On one room I got only $68.20 refund and on the other room I received nothing. This website appears o be a total scam. People need to be warned about this website. I hope you can do something to assist me in getting a full refund. I have all the documentation for these transactions, but no way to up load them. Thank you very much.
Business Response
Date: 07/08/2025
Greetings,
I have forwarded this matter to our escalations team for further review. We ask for your patience during this time. Once our team has provided us with an update we will notify the customer and the ********************** immediately.

Thank you and we look forward to assisting.
Kindly,
******* ******
Customer Answer
Date: 07/08/2025
I do agree that the company said they will look into the matter and get back to me or bbb.
Business Response
Date: 07/11/2025
Greetings,
Thank you for your patience as our team reviewed this carefully. We are happy to inform you that a full refund has been issued for both reservations. Please allow up to 2-10 business days for this to reflect back onto your account depending on your financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up.

Thank you
******* ******
Customer Answer
Date: 07/22/2025
Thank you very much for your help. The refund problem was solved. It it a shame that it takes your organization so solve this
kind of problem with a dishonorable group.
Initial Complaint
Date:07/01/2025
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.
Made a hotel reservation with reservations.com for Sunday 6/29/25 into Monday 6/30/25 for a total of $106.79. We had a family issue & had to leave early & when we tried to modify the reservation to move the reservation one day earlier, they refused to help & refuse to refund our money we paid them for the reservation. Reservation#-R216704188, Itinerary #-255-12361553.
Business Response
Date: 07/02/2025
Greetings Michael,
We are happy to inform you that the hotel has approved a refund and Reservations.com was successfully able to initiate a refund for the full amount including the service fee to the card used during the time of booking. Please note, all refunds can take up to 2-10 business days to reflect back onto your account. With this information, we advise contacting your financial institution with questions regarding processing and follow up.
Thank you and we hope we were able to assist you.

Kindly,
Caitlin Thomas
Customer Answer
Date: 07/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23544424, and find that this resolution is satisfactory to me.

Sincerely,

Michael Grentus
Initial Complaint
Date:06/17/2025
Type:Service or Repair 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 on a site and when I noticed it was US not canadian I called right away and canceled the booking they then informed me after it was canceled that they had a no refund policy that I was not aware of at all so not only was my hotel now canceled they also took the money from my bank I then called my bank to dispute it and a month later my bank came back and said *************** denied the dispute saying they have a no refund policy I've have been in contact over email several times they agreed to refund me as soon as I get written confirmation from my bank that the dispute is finalized they wanted to avoid a duplicate refund i have given them the written confirmation from my bank several weeks ago and now they are not replying to my emails I do have all communication with them in writing
Business Response
Date: 06/18/2025
Greetings,

Thank you for the information. We have forwarded this information to our escalations team for further review. Once they have provided us with further details, we will notify the Better Business Bureau immediately.

Thank you and we look forward to assisting you
Caitlin Thomas

Business Response
Date: 06/19/2025
Greetings,

Thank you for your prompt reply and for giving us the opportunity to review your case. We have located your reservation and found that a chargeback was filed with your card issuer. When a dispute is in progress, the transaction is automatically placed on hold for 90–120 days, during which Reservations.com is unable to issue additional charges or refunds.
Although your bank has provided you with an interim update, we must wait until both financial institutions complete the chargeback review before any further action can be taken.
A partial refund of $514.17 USD was initiated on March 19, 2025. The release of these funds to your account now rests solely with your bank’s processing timeline. For further information, please contact your bank for questions regarding processing, follow-up and resolution time.

We will monitor the dispute status and are prepared to assist once it is fully resolved. Until then, no additional steps can be taken.
Thank you for understanding,
Best regards,
Caitlin Thomas

Customer Answer
Date: 06/29/2025
I thought we were waiting for a response from them they responded by they will look into it and contact the BBB when they have more answers for me please don't close the complaint
Initial Complaint
Date:06/16/2025
Type:Service or Repair 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 April 8, 2025 I thought I was contacting Princess Cruise Lines to request something for my cabin on an upcoming cruise. I asked if it was ********************* and **** assured me it was. He said in order to process my request he would have to refresh my booking, and to do that he would need to recharge my credit card and turn right around and issue a refund for the original amount. The amount he was charging was $300 less because of a promotion. He assured me I would receive my refund in 1-2 billing cycles. I received an email stating I would have it by May *****, 2025. I did not receive a refund. Ive been calling ever since and getting excuses after excuses. I was then told I would have my refund by June 16, 2025. I called back on that day and was told I would have to wait another 7-10 days. Please help. My booking # was 8L2LVR. The amount was $7,422.90.
Business Response
Date: 06/18/2025
Greetings,

Thank you for your inquiry. After reviewing the details provided, we have confirmed that the cruise reservation was made through a different company. Reservations.com specializes exclusively in worldwide hotel bookings and does not facilitate cruise or other non-hotel travel reservations.
Because many travel agencies include the word “Reservations” in their names, customers may inadvertently contact one when intending to reach another; however, Reservations.com is not affiliated with any of these companies, and is unable to reserve bookings for cruises at this time.
We recommend that the customer review their confirmation email or payment record to identify the correct provider and contact that company directly for assistance.
Should you require hotel arrangements in the future, Reservations.com will be pleased to help.

Kindly,
Caitlin Thomas
Initial Complaint
Date:06/15/2025
Type:Service or Repair 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.
The address stated best western reservations. I called and he answered "are you trying to reserve a room at some best western....I can't remember. I stated no I and trying to get one in ******. I said no problem and reserve me a room. When I got there it wasn't a best western. The property was filled with homeless people and what looked like drug dealers. I immediately returned my key to the desk. They even told me this company does it all the time. There was 3 more people thay got took just like me returning their keys. I have been e mailing them to the point that I was told they will not return my money.
Business Response
Date: 06/16/2025
Good Afternoon,
I am happy to assist you. I am unable to locate the reservation with the information provided. Please provide the itinerary and email associated with the reservation to [email protected].

Thank you and I look forward to assisting you
Kindly,
Caitlin Thomas
Business Response
Date: 06/25/2025
We are unable to locate the reservation using the information provided through the Better Business Bureau.
We have reached out to the customer directly so that we are able to obtain the necessary information to further assist the customer.

Please respond to the email directly so that we may further assist you.
Initial Complaint
Date:06/06/2025
Type:Order 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.
Hello I hope you can help. I called what I thought was the ************* at ******************************************. What I got was a company called Reservations.com associated with ***********. I called on 3June 25 to book a room for 8 June 25. It was hard to understand her accent and I didn't understand the Cancellation Protection Policy. After I booked the reason I was going to ******** was rescheduled. So I called back to cancel and I was told I would incur a penalty of the room rate of $92.98 because I didn't pay for Cancellation Protection Policy and I will incur the room rate penalty. I have never heard of Cancellation Protection - ever.Wyndham does not do this it is from this scam company. I cannot stay there 8 June 25 because the event was rescheduled. I really thought I was speaking with a Wyndham clerk i was mislead. Wyndham Policy is that you can be refunded up to the 24 hours before check in time. WITH NO PENALTY. I cancelled the same day. I am 69. A retired veteran of the ******* and on *** I can't afford to pay for something I cant use.The entire bill is $121.23 with taxes however I would be charged room rate it is on the paperwork I printed out. So is the tax refunded? Total $121.23. I thank you so much for what you do to help people that have had a wrong done and you correct it right. Thank you
Business Response
Date: 06/09/2025
Good Day,
We are able to confirm a full refund has been issued to the customer in the amount of $121.23 to the card used during the time of booking. Please allow up to 2-10 business days for this to reflect back onto your account depending on your financial institution.

If you have any further questions or concerns, please feel free to reach back out to us!

Thank you
******* ******
************************************************************
Initial Complaint
Date:06/04/2025
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.
Although Reservations.com purported to make a reservation for the *******, it did not. ****** were forced to rebook on their own directly with the Hampton Hotel and incurred a double charge for the same reservation.
Business Response
Date: 06/05/2025
Greetings *** ******,
We were unable to locate any reservation details based on the information provided. According to the note from the hotel, the booking was made through Hotel Reservations. For further assistance with this matter, we recommend contacting Hotel Reservations directly.
We hope we were able to assist you with this information.

Kindly,
******* ******
Customer Answer
Date: 06/08/2025

Complaint: 23419277

I am rejecting this response because:
The attached reservation IS still listed on the company's website even though they never made it with the ************************ in **********
The vendor was not truthful when they said they had no such record. The attached is from their website.
It is the same reservation number that they charged me $1213.72 even though they failed to make the actual reservation.

Sincerely,

******* ******
Business Response
Date: 06/18/2025
Thank you for providing this information *** ******,

We have forwarded this information to our escalations team for further review. Once we have been provided a resolution, we will notify the Better Business Bureau immediately.

Thank you and we look forward to assisting you!
******* ******
Customer Answer
Date: 06/20/2025

Complaint: 23419277

I am rejecting this response because:
The business has continually delayed refunding my money even after being contacted by the Pa Attorney General.

Sincerely,

******* ******
Business Response
Date: 06/23/2025
Thank you for your response.
Please note, Reservations.com is reviewing this case carefully. At this time, we continue to ask for the customer's patience as any further interference will delay the resolution time.
Once we have received a resolution from our escalations team, we will notify the Better Business Bureau immediately.

Thank you
******* ******
Business Response
Date: 06/30/2025
Good Afternoon,
We thank you for your patience. Please note, our escalations team is reviewing this case carefully. We understand the severity of this matter and assure you that our team is working on this case diligently. Once we have been provided with a resolution we will notify the customer and the ********************** immediately.

Thank you
******* ******
Customer Answer
Date: 06/30/2025

Complaint: 23419277

I am rejecting this response because:
I do not know if/where their corporate address is located.
My two prior attempts to send notices requesting refunds were returned with no forwarding address.
What is the current address?

Sincerely,

******* ******
Business Response
Date: 07/10/2025
Good Afternoon,

We thank you for your patience. Please note, our escalations team is reviewing this case carefully. We understand the severity of this matter and assure you that our team is working on this case diligently. Once we have been provided with a resolution we will notify the customer and the ********************** immediately.

Thank you

******* ******
Customer Answer
Date: 07/25/2025

Complaint: 23419277

I am rejecting this response because:
The *********************** indicated a full reimbursement check would be forthcoming within 30 days.
It has not yet been received. I have provided to her my mailing address.

Sincerely,

******* ******
Initial Complaint
Date:06/03/2025
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 was making a hotel reservation for me and a co-worker using the phone number listed below the resort name on my phone. I was told that the charge would be $175.15 per room, when I asked if that was the Rexair rate (our company) I was told yes. When I asked if I was calling the hotel direct, the guy stated that he could not hear me, I asked again, he said I was breaking up, after the third time of me asking, he hung up. I immediately called and canceled the reservation and they are stating that I agreed to a cancelation policy which was never even communicated to me. I am not sure what type of shady place this is, but I will be disputing the charges.
Business Response
Date: 06/04/2025
Greetings ******,
Thank you for giving us the opportunity to review this for you! I am pleased to inform you that a full refund in the amount of $175.15 has been issued back to the card used during the time of booking. Please allow up to 2-10 business days for this to reflect back onto your account.
If you have any further questions or concerns, please feel free to email me at ******************************* and I will be happy to assist.

Thank you
******* ******
Initial Complaint
Date:05/29/2025
Type:Service or Repair 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 companys website it formatted to look exceedingly similar to ******* booking website. I booked a stay for my sons wedding and thought I was booking at ******. I called on May 7 regarding extending my stay by one day (still thinking I was speaking with ******). They said they would extend it. When I called the hotel the day before, they indicated this stay was through a third party site and there had been no extension. I called again and they said they could only request an extension and would do so and let me hear back in 24 hour. I then called the next day to be told an extension was not possible and the only way to have this new day was either to book a new stay for one day through this site or ask the hotel to start a new reservation. It is frustrating that that this company has created its website to purposefully look like the valid site and additionally, will tell you different things and string you along until its too late and request you make new bookings through them.
Business Response
Date: 05/30/2025
We are unable to locate the customer's reservation with the information provided.

We kindly ask for the customer to provide the itinerary number along with the email address associated with the email address so that we may further proceed with our assistance.
Business Response
Date: 06/04/2025
Good Afternoon,
I would love to help clarify. Please keep in mind once a reservation has been booked, we do not have the ability to modify the reservation however we are able to cancel the current booking and create a new reservation with the information needed. Please be aware that your current reservation may have a cancellation policy. If you would like to move forward with a cancellation and new reservation, Please feel free to reach out to me at ******************************** I look forward to hearing from you!

Kindly
******* ******
Initial Complaint
Date:05/28/2025
Type:Service or Repair 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 was sold a hotel (**********) key west by this company that was supposedly clean and had free parking. This hotel is a health risk. It smells like mold and has cockroaches in the room. I couldnt stay at the hotel for the health risk. When I called to get a refund they said I needed photos of the moldy room. Well I cant provide photos of the smell of mold. I simply didnt get what I paid for.
Business Response
Date: 05/29/2025
We are unable to locate the customer's reservation with the information provided.
We kindly ask for the customer to provide the itinerary number along with the email address associated with the email address so that we may further proceed with our assistance.
Customer Answer
Date: 05/29/2025
I have attached a screenshot of the reservation. The reservation # is 9070197692673
Customer Answer
Date: 05/29/2025
I have attached a screenshot of the reservation. The reservation # is 9070197692673
Business Response
Date: 06/06/2025
Greetings,
I am happy to assist you! I am unable to locate the reservation with the information provided. Please provide your itinerary number along with the email associated with the reservation to ******************************* so that I may further assist you.

Thank you
******* ******
Customer Answer
Date: 07/10/2025

I have attached a screenshot of the reservation. The reservation # is *************
Business Response
Date: 07/11/2025
Greetings,

We have reviewed all information provided through the Better Business Bureau. Please note that information does not match the reservations in our system. We kindly ask to provide a screenshot of the reservation showing "Reservations.com" in the title along with the email address associated with the reservation. Please provide this information to ******************************* so that I may further assist you.

Thank you
******* ******

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This business has 1 alert

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Reservations.com is NOT a BBB Accredited Business.