Complaints

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

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  Reservations.com

  390 N Orange Ave STE 1605 Orlando, FL 32801-1675

• 

  Reservations.com

  85 Broad St # 29-106 New York, NY 10004-2434

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:10/16/2022

  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.

  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:

  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 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:

  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 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.

• Initial Complaint

  Date:10/11/2022

  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 8/24/2022 I went online to cancel my reservation at **** Inn in Wilkesboro, NC for 9/15-18/2022. A page comes up to entice you with a refund of $19.99 which they have charged you to not cancel. I click the space that showed cancel reservation and get a response that I will be refunded for not cancelling. This slot does not show up when you print the page. I called immediately and they ask why I was cancelling and I said I had booked an AirBnB instead. The representation put me on hold about 10 minutes and the call was dropped. I call my bank to dispute and was told today since I got the $19.99 refund my dispute is resolved.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Contact Name and Title: Customer Service
  Contact Phone: 855-956-2201
  Contact Email: [email protected]
  Even though the hotel confirmed the guest used this booking in full, we have reached out to the guest with an one time accommodation.
  
  
  Consumer Response /* (3000, 7, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am taken back by the response and the fact that when I attempted to cancel they actually hung up on me. For the 3 nights the charge was $259.35 and the additional $19.99 fee I was told was to guarantee my refund if I cancelled the reservation in accordance with their policy
  but if I did cancel they would not refund the fee only. which is stated in their. The representative ask If I was okay with that. My response was yes. So when I attempted to cancel I'm refunded only the fee which went against their own policy. Normally the charges are not sent through on your card until you actually arrive but the charge was sent within 24 hours then 2 days later the $19.99 was charged by Reservations.com and the $259.34 was charged by Hotel*Reservation.com. Why? This did raise a red flag but I have never been treated so unprofessionally and stolen from on top of that. I have stayed there before but now I will definitely give notice to others how poorly I've been treated. I wanted to report to BBB so hopefully another poor performance of this business will be on record because you probably have others according to their reviews. Shameful.
  
  
  Business Response /* (4000, 9, 2022/10/31) */
  Guest has been offered a partial refund via email, even though the hotel confirmed the booking was used in full and even provided the room number.
  
  
  Consumer Response /* (4200, 11, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Well, I guess the email is sent to the invisible person that stayed at the hotel.
  They"ve lied again.
  
  
  Business Response /* (4000, 18, 2022/11/02) */
  Hello,
  
  The email offering a partial refund was sent to the same email we have on filed on this complaint. It was sent 10/20/2022 at 1:05 PM eastern time. There has been no response to this email as of today. We will be sending another email to this customer today with a different offer of a full refund.
  
  To also confirm, Jack at the hotel has confirmed that this refund request was denied, the guest checked in and used the room for the stay. We rely on the feedback of our hotel partners. If the room was not used we do suggest this customer contact the hotel directly to take that matter up with them directly.
  
  We do confirm we have sent an email as of now offering a full refund. This email was sent again to the one on file and listed on this complaint.
  
  
  Consumer Response /* (2000, 20, 2022/11/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received total refund and it has posted in my checking account.
  Thank you so much.
  ************

• Initial Complaint

  Date:10/07/2022

  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 did a search for ************ Motel in Miles City Montana. The site poped up with a phone icon and book on line. I booked online. The site asked only for check in date, which I selected 10/6/22. It did NOT ever ask for check out so I assumed my needed 1 day, till 10/7/22.
  It jumped to payment and I input card info. What happened after that was I received a confirmation for a 7 day stay and in the confirmation they put a no refund clause.
  I called the motel then went in and the Manager David listened as they finally said they would cancel and submit a request for full refund, on speaker phone.
  This company is tricking people into thinking you have reservation for the Motel then inputting their own checkout date and adding a non refund clause never mentioned before. Please shut down these misleading crooks and have them refund my $1036.73.
  Help stop online worthless robbers!
  Protect those of us who still want to trust people.
  **********************************

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Contact Name and Title: Customer Service
  Contact Phone: 855-956-2201
  Contact Email: [email protected]
  Guest was refunded minus the cancellation penalty on their credit card and the penalty has now been refunded as well. This guest has been refunded in full.
  
  
  Consumer Response /* (3000, 7, 2022/10/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello,
  Yes, the company did refund me but not until they found out I was contacting BBB.
  I have already filed a complaint but would like to catch you up on my communication with the disreputable company. I have a email to forward from Reservations.Com. How do I forward it to you? They have now refunded my funds but only after I told them on the phone that they could then answer to BBB. In the email string they tried to tell me they needed my PayPal account to refund. I told them there was no way I would give them any more financial info of mine. The transaction was done with my visa and that is how they will refund me. Then they said the motel refused to refund but they would do it anyway. Well, I had the manager at the motel helping me. They were more than happy to refund and cancel the reservation. I am a senior and and get very defensive about scams against seniors. I will never book online but will do it in person. The motel, Best Western, had had other customers with issues using Reservations.com. Here is list of misleading and dishonest issues that need addressed with them: They use Best Western's site info and images to make you think you are dealing with the motel chain directly, when you Google the motel name When you select a date they do not give you the opportunity to input check out date then they fill that in. They booked me for a week They get all the pay info and check you in then they email confirmation with the dates and what they changed. They put a 'cancelation policy' in the confirmation that states absolutely no cancelations allowed. This is not disclosed before. I called 4 times telling them it was wrong. It was not till I threatened to contact BBB that they would budge. Until that they said they could cancel but I would still be charged. Please do something about this crook! ************ *******************
  Here is one of the responses sent from them with my reply. I will attach the other:
  
  
  PLEASE DISREGARD OUR PREVIOUS EMAIL AS IT HAS BEEN SENT IN ERROR. THE CORRECT INFORMATION IS BELOW FOR YOUR REFERENCE.
  
  
  Hello!
  
  
  Thank you for contacting the Reservations.com Billing Services. We have noted the concern in your recent communication with us and would like to sincerely apologize for any inconvenience you may have experienced while using our services.
  
  We value & recognize your circumstances, and are pleased to inform you that we are able to give you a full refund for the remaining amount of $197.16 regarding the itinerary of*************. This amount includes the service Fee of $57.23. 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.
  
  We hope that you will continue to use our services, and if you have any other questions regarding this message, please do not hesitate to call our 24/7 customer service line at (855)956-2201
  
  
  Thank you,
  
  
  Billing Services
  
  cbn
  
  CONFIDENTIAL: THIS EMAIL CONTAINS CONFIDENTIAL AND/OR PROPRIETARY INFORMATION. DO NOT FORWARD THIS EMAIL OR SHARE IT DUE THE SENSITIVE NATURE OF CONTENTS. IF YOU WERE NOT THE INTENDED RECIPIENT OF THIS EMAIL, PLEASE IMMEDIATELY NOTIFY THE SENDER AND DELETE THIS EMAIL WITHOUT READING, REVIEWING, OR SAVING ITS CONTENTS.
  
  The information transmitted by this email is intended only for the person or entity to which it is addressed. This email may contain proprietary, business-confidential and/or privileged material. If you are not the intended recipient of this message, be aware that any use, review, retransmission, distribution, reproduction or any action taken in reliance upon this message is strictly prohibited. If you received this in error, please contact the sender and delete the material from all computers.
  The total amount you scammed out of our credit card was $1036.73 not $197.16. Possible you are refunding in steps? I will watch for the full amount before contacting my financial institution and BBB.
  ***
  Show quoted text
  Dear ***,
  
  Thank you for contacting Reservations.com.
  
  A refund of $839.57 USD has been processed and applied to your credit card ending in *3998 from the time that you've cancelled the booking. We are refunding the penalty of $197.16 USD which also includes the service Fee of $57.23. 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.
  
  
  Sincerely,
  
  Jonalyn
  Customer Support
  Reservations.com
  855-956-2201
  https://support.reservations.com
  Show quoted text
  --
  Show quoted text
  
  
  Business Response /* (4000, 9, 2022/10/31) */
  Guest has been refunded the full amount on 3 different transactions
  
  
  Consumer Response /* (4200, 11, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  BBB does not allow on the complaint site a selection in the choices for the outcome to be "protect others from the same deception ". Of course the consumer would like the deceptive obtained funds refunded, but a follow-up with the corrupt business to insure they do not repeatedly scam others who may not realize there is a way to make them refund the funds? Please do something about the business using a deceptive web site with motel official information to trick customers into thinking they are on the motel site, not a third party site.

• Initial Complaint

  Date:10/07/2022

  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.

  10/06/22 booked a hotel room using their site. Paid them w my card on their site. $212.00. I went in the room it was infested w roaches. There were roches in the bed. I got my things and ran out of the room after driving 2 days. I called their CSR to demand a refund. She out me on hold then hung up on me twice. I walked up to the front desk of hotel and told them what was going on and the desk clerk had no problem refunding me one night but not tonight because the computer would not let her take the 1st night off because it's after midnight. The CSR W this company said she would send them an email requesting a refund. I told her my 200 is tied up here in a room that I WILL NOT sleep in. The night desk clerk at hotel even went into the room and said yes she saw all the roaches I killed. I ha e pictures. I want BOTH nights refunded so I can go get a room to sleep in.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Contact Name and Title: Customer Service
  Contact Phone: 855-956-2201
  Contact Email: [email protected]
  Guest has now been refunded.

• Initial Complaint

  Date:10/07/2022

  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.

  On September 1st I booked a room at the Super 8 in Ashland. The search area for my room was in Ashland Oregon. When I arrived to the place Super 8 used to be in Ashland Oregon it was no longer open and had been turned into a homeless shelter. I looked at my booking and it said I had booked a room in Ashland Ohio. After booking another room in Ashland Oregon I tried to get my money refunded through their customer service and was told they don't give refunds for my mistake of booking in the wrong state. I tried to tell their customer service that there should have never been a motel room offered to me in Ohio when my search was for Ashland Oregon. The legal papers they sent me will prove that they are misleading people to book in the wrong place and then not refunding their money when it's their fault for offering a room in the wrong state. I have already tried to get my money refunded through my credit card and was told that my attempt to get this rectified was an attempt by me to circumnavigate the cancellation policy and breach the contract I entered into. I did not enter into a contract to have a room booked in the wrong state and I am seeking a refund of $99.83....
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/20) */
  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:10/06/2022

  Type:Billing 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.

  Reservations.com very deceptively presents itself as the hotel property itself instead of a third party when the hotel property is searched for specifically on the internet.
  
  As a result, I mistakenly booked and paid for reservations at two different hotels that Reservation.com claim are non-refundable and include their own $19.99 service fee. After I discovered the mistake moments later, I called Reservations.com to cancel the transaction which was referred to their billing department which denied my cancellation and refund request.
  
  I subsequently booked my own reservation at one of the two hotels directly, which is fully refundable up until 6 pm the day of arrival and the same total price as that quoted by Reservations.com.
  
  I have attached as a upload the email confirmations from Reservations.com and also their email denying my cancellation/refund request for one of the two as well as my own reservation made directly, which clearly shows the hotel's cancellation policy not what Reservations.com claims it to be.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/18) */
  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.
  
  
  Consumer Response /* (2000, 7, 2022/10/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Business refunded amounts in full.

• Initial Complaint

  Date:10/05/2022

  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 cancelled my reservation +14 days before the deadline qualifying me for a full refund of $877. The company continues to fraudulently charge me for the fees. I am demanding a full refund and them to stop harassing me before we have to escalate this issue further.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */
  Contact Name and Title: Customer Service
  Contact Phone: 855-956-2201
  Contact Email: [email protected]
  Guest has now been refunded.
  
  
  Consumer Response /* (2000, 7, 2022/10/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Disappointing I had to go to such lengths to get my money back that you stole fraudulently. I'll never use reservations.com again.

• Initial Complaint

  Date:10/03/2022

  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 hotel room for two nights, unknowingly with reservations.com and not the actual hotel. They did not tell me they were charging my credit card immediately, during the call and that I wouldn't be able to change the card charged when booking. I called reservation.com customer service and they refused to change the credit card or cancel the booking and rebook using my corporate card. So now I'm personally having to pay $385.90 because they failed to notify me that they were charging me and refuse to change the payment method.
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/10/12) */
  Contact Name and Title: Customer Service
  Contact Phone: 855-956-2201
  Contact Email: [email protected]
  Guest has been offered a partial refund even though the hotel confirmed the room was used for the full stay.