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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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Reservations.com has 2 locations, listed below.

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    Customer Complaints Summary

    • 579 total complaints in the last 3 years.
    • 192 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:11/02/2022

      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.
      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:
      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 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:
      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.
      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:
      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:
      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:10/24/2022

      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:10/19/2022

      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:10/19/2022

      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:10/17/2022

      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:10/17/2022

      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.

    Reservations.com is NOT a BBB Accredited Business.

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