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:04/24/2025

  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.

  I made this reservation online for my husbands birthday and when we arrived at the hotel, we discovered the internet did not work, the cable TV was down, the mini-fridge was out of order, and there was not hot water in the bathroom. We proceeded to go downstairs and tell the front desk clerk who was very apologetic and stated she would email her manager and request a refund for our stay. We called you and the *** said to write this letter. We spoke with the manager first thing in the morning of the 2nd day and told her we would not be staying a 2nd night, and she was professional, apologetic, and courteous, and said she would refund our full amount, and request you, the booking agency to do the same as they were experiencing issues.

  Business Response

  Date: 04/25/2025

  All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days 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. 

  We have emailed the customer directly regarding this information.

  We have marked this case "closed"

  Customer Answer

  Date: 04/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/22/2025

  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.

  On January 26th, I was searching for overnight hotel accommodations near ***************** in ******* and found an offer on reservations.com. I began the process to make a reservation and got up to the final security check, but noticed that the website was adding a $40 service fee to my $100 hotel cost. When I saw the service fee, I decided I did not want to proceed with the booking. However, the website proceeded to confirm the reservation and charge my card without my authorization. I had clicked the button to proceed to the final security step but rather than bring me to that last verification, the website proceeded to a confirmation screen, with the security verification still in the process below. I immediately took a screenshot of the web page and contacted reservations.com to inform them of the error and request a refund. I received an automated email in response, informing me that my reservation type was non-refundable. I replied to the email reiterating the issue that I have encountered in my request for a refund. However, I received the same stock answer and no response addressing the main issue, which was the technical glitch that caused the website to proceed with booking without the final security verification. When it became clear that I could not get a human response from the website, I filed a dispute with my credit card company. However, reservations.com claimed they had a valid reservation under my name, thus my credit card company was unable to reverse the charge. I tried once more to contact reservations.com using a phone number I found. When I called, the person who answered rudely told me that I was speaking to the wrong department and needed to try a different number. I took down that number and called multiple times but never got through the automated answering message. I finally emailed through the website and received the same response as prior, not answering the central question about a technical glitch in the site.

  Business Response

  Date: 04/22/2025

  We have escalated this case to our billing team for further review.

  Once our team has provided us with a resolution regarding this case, we will update the customer and the ********************** immediately. 

  Business Response

  Date: 04/22/2025

  We have reviewed this reservation and have confirmed that this booking has been booked online by mobile device and the cancellation policy information is expressed during the time of booking a room. This is agreed upon by the customer during the time of confirmation. All charges are displayed on the main screen page on your mobile device of the ********************** website page and again agreed upon by the customer during the time of confirmation.

  We have reached out to the hotel directly and were notified that they have marked the reservation as a "No-Show" and were fully charging Reservations.com for the reservation. Please note, the hotel has confirmed that they will stand by the cancellation policy that was agreed upon during the time of booking.

  As a courtesy for the inconvenience, Reservations.com has offered the customer a full refund via ******. Please be advised, this will be a refund on behalf of **************** and not the hotel.

  We have emailed the customer regarding this information, and ask the customer to respond to the email directly so that we may further proceed with a refund.

  
  

  Business Response

  Date: 04/23/2025

  The customer has been refunded the full amount via ******. We have emailed the customer directly regarding this information.

  We have marked this case "closed"

• Initial Complaint

  Date:04/18/2025

  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.

  Date- 4-17-25 Amount- $255.84 *************** Booking Reason- Predatory practices Booked reservation 6 days in advance- booking agent booked me for a stay of the same day I called, then told me it was not refundable.

  Business Response

  Date: 04/18/2025

  We have attempted to locate a booking using all the information provided by the guest.  Itinerary number H11025914 is not a booking number associated with Reservations.com   That booking number seems to be made with another company named HotelPlanner.  We would recommend contacting them at **************.  We would ask that this record by removed from our account since the booking was not made using our services.  

  Business Response

  Date: 04/19/2025

  We are unable to locate the customers reservation with the information provided. We have emailed the customer directly regarding additional information.
  
  Please respond to the email directly so that we may further assist.
  
  

• Initial Complaint

  Date:04/16/2025

  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.

  I was attempting to book a hotel stay at **************** in ********* *****. When booking I thought I was booking through the hotel and then the screen changed?? I was quoted a room for $329, plus tax, added my credit card and was immediately charged $531.69. There was never a screen with tazes, and booking charges as normally occurs. When I called the customer service line in the confirmation email, it was not for Reservations.com rather another booking site. This booking site gave me the correct number for Reservations.com. I called and spoke with a customer service *** and manager, explaining that my card was charged prior to me getting a total for the cost or I would not have hit submit. I asked for cancellation and refund and was told it was non-refundable. I am working with my credit card company to dispute the charges. The date of this transition is today 4/16/25. This company is a total scam. I am hoping this can be looked into.

  Business Response

  Date: 04/16/2025

  All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days 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.

   

  We have marked this case "closed"

• Initial Complaint

  Date:04/15/2025

  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.

  While booking a hotel reservation with a company directly, I "somehow" ended up booking on *************** instead. It was for 200 more than what I was quoted for a 1 night reservation. I immediately called to cancel and reached a recording saying I could not cancel until we were 7 days to the event. Called our credit card company to let them know we did not want the charge to go through and we not only were cancelling but finished booking correctly. Upon calling closer to event to cancel, *************** already had cancelled the reservation. I assumed through ** dispute. They did not mention any inability to credit. I then received a notice from ********** that reservations.com has a no refund policy and charges are considered valid. I let them know this was fraud from the start. They suggested I try to resolve with Reservations.com. When I called them, they referred me to a different number which requested my itinerary number and when I gave it to them, they hung up on me. They make it so easy to book, you dont even have to do it intentionally but they dont want to let you cancel easily or refund overcharges. Absolute scam of a company and should not be allowed to price ***** for the zero service provided.

  Business Response

  Date: 04/16/2025

  At this time, we have confirmed that the charges held by Reservations.com have currently been put on hold due to a customer-initiated dispute. Due to this dispute/chargeback, Reservations.com does not have the ability to further charge or refund any further transactions. 
  Please note, all dispute/chargebacks can take up to ***** business days to resolve by both parties' financial institutions and any corresponding appeals. 
  
  With this information, we advise contacting your financial institution with questions regarding processing and resolution time.

   

  At this, we have marked this case "closed" as we are unable to further assist at this time.

  
  

• Initial Complaint

  Date:04/13/2025

  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 had gone to Cleveland Clinics website since my husband and I were traveling out of state to see his heart surgeon for a doctors appointment. I clicked on lodging and then the Holdiay Inn ******** Clinic. At the top there was a phone number I called. When the agent answered they said the Holdiay Inn at *********************** and I truly believed I was speaking to someone of the hotel. I was quoted and amount for the two day stay. The total seemed crazy high so I then asked what was the daily rate. Not once did they tell me about a protection service that they were automatically charging. I told them we were traveling in 5 days so I didnt need that. My credit card was charged automatically. I saw that I had over 200 dollars in taxes and recovery fees with no itemization. I called back within minutes and told them I was taken advantage of and I felt this was poor business practices. The woman I spoke to could not tell me the name of her business. I finally got hotel reservations and no address. I was told she was canceling it and I have not had any communication that this charge of over 500 will come off my credit card. I am extremely frustrated and this business is making money off of people in unfair ways. Are they related to hotel planner? I was hung up on several times and I spent my Saturday evening on the phone for three hours trying to get reimbursement for something I canceled instantly once I saw the email with no itemization of the crazy fees. I cant believe Im being charged and I havent even left. I thought it was just for the hotel to have and you pay when you leave.

  Business Response

  Date: 04/14/2025

  We are unable to locate the customers reservation with the information provided. We have emailed the customer directly regarding additional information.
  
  Please respond to the email directly so that we may further assist.
  
  

• Initial Complaint

  Date:04/05/2025

  Type:Sales and Advertising 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.

  Their website made it appear that I was booking direct with the hotel (***********) so I was surprised to learn later when charges appeared on my credit card that I was on reservations.com. The actual *********** charge was $118.89 and reservations. com charged $158.19 plus an additional fee of $35.39 for a total of $193.58 - that's $74.69 (63%) more than what I expected! I was not made aware of the additional service fee charges in order to make a reservation through the site; id I was made aware I would not have completed the transaction. When I called their customer service they claimed an email was sent to me confirming the reservation - I did not receive such an email. When I requested the customer service *** forward the confirmation email she said she couldn't find it. How convenient - had I received an email from reservations.com I would have known that I hadn't connected directly to *********** and would have immediately cancelled the *************** transaction. This company's business practices are purposely deceiving and outrageously expensive.

  Business Response

  Date: 04/07/2025

  We have contacted the ********************** and have confirmed with ***** at the Front Desk that the reservation was fully utilized, and has denied our request for a refund of the room and tax. Please note, the hotel will stand by the cancellation policy that was agreed upon by the customer during the time of booking.
  

  We have confirmed that the reservation was booked by a desktop computer. Please note, all information including the cancellation policy along with all charge information was expressed during the time of booking and agreed upon by the customer upon confirmation.
  
  As a courtesy for the inconvenience you have experienced, Reservations.com has issued a refund for the Service fee. Please note, all refunds can take up to 7-10 business days to reflect back onto the card used during the time of booking. We advise contacting your financial institution with questions regarding processing and follow up.

  Again, we have denied a refund for the room and taxes, as all information was expressed during the time of booking, and agreed upon by the customer. We have confirmed that the reservation was fully utilized and have refunded only the service fee as a courtesy.

  At this time, no further refunds will be issued on behalf of Reservations.com.

   

  We have marked this case "closed"

• Initial Complaint

  Date:04/04/2025

  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.

  My flight was canceled and the airline gave we a link to reserve a room for the night. The time was after midnight so when I put in for 'friday' it reserved for the next n8ght not the current. I tried to correct the stay with the hotel directly but they refused. The costumer service number on the receipt said it was after hours and I would have to call back in the morning. I had to reserve another night with a different hotel. In the morning I called to request a refund because of the extenuating circumstances and the 3rd party reservation company refused.

  Business Response

  Date: 04/07/2025

  We have contacted the hotel, and were informed by Tee at the Front Desk, that the reservation was marked as a "No-Show" and that the hotel will stand by the cancellation policy that was agreed upon during the time of booking.

  As a courtesy for the inconvenience the customer has experienced, ********************** will be issuing a full refund to the customer via PayPal. 

  We have emailed the customer regarding these details, and ask that the customer respond back to the email directly with the requested information so that we may further proceed with a refund.

   

  We await the customer's response.

• Initial Complaint

  Date:04/04/2025

  Type:Sales and Advertising 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 online to book a room at the *****. I went on to what I thought was the Hyatt website and booked the room. When I received the receipt in my email I was overcharged for the room, taxes and charged a fee for the booking. Reservations.com had mimicked the Hyatt website. This should not be happening and I read online that this is happening to others. I have notified *****. I have tried to resolve with reservations.com. This is a scam that should also be reported to the ******************************. I am not an ill informed individual. I am a retired president and *** of a company. Please help me resolve this and find a way to put these companies out of business.

  Business Response

  Date: 04/07/2025

  We have reviewed this reservation, and have confirmed that the reservation was booked using a mobile phone device, and confirm that the company name and all charges and fees have been expressed during the time of booking and agreed upon by the customer during the time of confirmation.

  We have confirmed with **** at the hotel, that the reservation was fully utilized, and there are no notes regarding additional refunds on behalf of the hotel. 

  With this information, Reservations.com has offered the customer a courtesy refund via ****** at this time. We have emailed the customer directly, and ask that the customer respond to the email direclty with the requested information so that we may issue a refund.

  to confirm once again, the hotel reservation was booked online by mobile phone, and all information was agreed upon by the customer. The reservation was fully utilized, and the hotel has not approved any refunds on their end. Reservations.com has offered the customer a courtesy refund, and await the customer's response so that we may further proceed with a refund.

   

  We await the customer's response.

  Business Response

  Date: 04/08/2025

  We have issued a partial refund to the customer via ******. We have emailed the customer directly regarding this information.

  We have marked this case "Closed"

  Customer Answer

  Date: 04/18/2025

  Company paid me $600. Im satisfied, but they should not be permitted to do this with consumers. 

• Initial Complaint

  Date:04/03/2025

  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 reserved a room off the website and they charged my card right away. Went to the hotel a few days later and it wasn't any good. Used a different card to stay the night. Called Reservations.com the following week and I get a different excuse why they haven't refunded me every week for a month now. Last week was told they were waiting to hear back from the comfort inn I stayed at. So I called comfort in and found out they have no records of reservation. Com trying to contact them about this. Got a case number and conformation number from comfort inn so reservations .Com could handle this with them and when I called reservations .Com back about it I got a different guy telling me my money would be put back on my card by March 29th. It's now April 3rd and no money so I called back and was told today to file a complaint in their email. Also last week they told me to give them my ****** account and they would refund me that way. I don't have a ****** account and I am not giving them more of my information.

  Business Response

  Date: 04/03/2025

  We are unable to locate the customers reservation with the information provided. We have emailed the customer directly regarding additional information.
  
  Please respond to the email directly so that we may further assist.
  
  

  Business Response

  Date: 04/04/2025

  We have contacted the hotel directly, and were able to confirm that the hotel has charged the customer for the room and taxes upon arrival.

  We have asked the hotel charge Reservations.com and refund the customer directly. All refunds can take up to 7-10 business days to reflect back onto the card used during the time of check-in. For any additional details regarding a refund, we advise contacting the hotel. For any questions regarding processing and follow up, we advise contacting your financial institution. 

  Reservations.com has refunded the service fee to the customer as a courtesy for the inconvenience they have experienced upon check-in. All refunds can take up to 7-10 business days and will reflect back onto the customer's card used during the time of booking.  With this information, we advise that the customer contact their financial institution with questions regarding processing and follow up. 

   

  We have marked this case "closed"

  Business Response

  Date: 04/07/2025

  We have contacted the Comfort Inn and were able to confirm with ***** at the Front Desk, that the reservation was fully utilized, and upon check-in the guest has requested for the name on the reservation to be changed to: "***** *********". Please note, we have confirmed that the reservation was fully utilized, and due to the cancellation policy that was agreed upon during the time of booking, the hotel has denied our request for a full refund.
  
  As a courtesy, we have refunded the $49.54 Service fee back to the card used during the time of booking. This was a refund on behalf of Reservations.com and not the hotel. Please be assured that your refund has been completed and will be credited back to the card used at purchase. Refunds could take up to 7-10 business days depending on the customer's financial institution. With this information, we advise that the customer contact their financial institution.

   

  We have marked this case "closed"