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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.
    • 194 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:10/03/2022

      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.
      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.

    • Initial Complaint

      Date:10/02/2022

      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.
      Booked a room at the ****** price was quoted. After putting in credit card information, it went directly to confirmed with $100.00 in extra fees. These fees were never divulged until after reservation confirmed and I had to go to my email confirmation to retrieve billing details. There was never an opportunity to review any charges until after reservation was confmed. It was never divulged that the reservation was nonrefundable until confirmed. I called within 2 minutes to cancel and was told that too bad.

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 5, 2022/10/12) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest bas been refunded.

    • Initial Complaint

      Date:09/30/2022

      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.
      On 9/14/22 I booked a room with ********** Inn in Richardson, TX for the weekend of 10/7/22. The following day I notice that I had been charged for twice for my room. I contacted the hotel only to find out that I had actually booked the room through a 3rd party, Reservations.com. I called Reservations.com to have my money for the double charge refunded & was told to send a screen shot of our account, I did immediately. I also disputed the charge with my bank. I have been unable to speak with anyone at customer support. On 9/21 I called Reservations.com to cancel my room completely & was informed that my room was non-refundable, after many phone calls they finally agreed to give me a refund through******* to which I have never received. I spoke with the hotel night manager & he discovered that Reservations.com has "hijacked" their website. I have a chain of emails regarding the double charge that I can forward to you. After looking up Reservations.com on your website I feel that I have been taken advantage of & can not resolve this situation without some further help. I am seeking a full refund from Reservations.com in the amount of $983.76 for the room I booked & cancelled & the additional room charge that they made in error.

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 5, 2022/10/12) */
      Contact Name and Title: Customer Service
      Contact Phone: 855-956-2201
      Contact Email: [email protected]
      Guest has now been refunded via email.

    • Initial Complaint

      Date:09/29/2022

      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 mistakenly made a hotel reservation on reservations.com on 9/27/2022 at 10:23AM. I intended to book direct with the hotel. This was a business trip and my company does not accept expense receipts from 3rd party booking vendors.

      I cancelled the reservation on the same day 9/27/2022 at 12:49PM. The total charge $359.64 + $17.85 booking fee. I was only refunded $86.54, leaving a delta of $273.10 + $17.85 booking fee. Understanding that the booking fee was non-refundable, i am still owed a refund of $273.10 that was denied to me when I called to report the issue.

      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]
      The guest has now been refunded by the hotel directly for the duplicate booking. We have also processed a partial refund since our booking was used.

    Reservations.com is NOT a BBB Accredited Business.

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