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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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    Customer Complaints Summary

    • 651 total complaints in the last 3 years.
    • 217 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/05/2025

      Type:Sales and Advertising 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.
      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:
      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.
      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:
      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 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:
      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 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"

    • Initial Complaint

      Date:03/31/2025

      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.
      On 26th March I made an online booking on what I thought was the ******************** website. I clicked on a room rate offer of 183(GBP) and it went through to a payments page. I entered my **** card details and the reservation was made saying I would get a confirmatory email. When this email arrived I found that the supplier was actually a US based reservation website ********************** and they had added a service charge of $126.44. I tried to call the number provided on the email but was left on permanent hold. I have emailed them 3 times with no response to try to cancel the reservation on the grounds of the exorbitant service charge but with no reply. The reservation number is #R5540164358

      Business Response

      Date: 03/31/2025

      The customer has informed through the ********************** that the reservation was booked with Reservation Center and not Reservations.com

       

      We have reviewed this information, and have concluded that the customer has booked their reservation with Reservation Center and not Reservations.com. We have emailed the customer directly with the contact information to Reservation Center. Please note, we do not have the ability to further assist the customer due to privacy reasons between Reservation Center and the customer.


      We have marked this case closed

      Customer Answer

      Date: 03/31/2025

      Would it be possible for you to forward a link so I can transfer this complaint to **********************?  Many thanks

      **** Sutton 

      Customer Answer

      Date: 04/02/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ******** is valid as the website I booked on was ********************** 
      And not reservations.com
      Sincerely,

      **** ******

    • Initial Complaint

      Date:03/30/2025

      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.
      Hello, I made a reservation on 2/26/25 for a hotel (The Inn at ******) for 2 nights, June *****, 2025. The purpose of our trip was meet with friends and spread the ashes of a dear friend who recently died. I went to the Hotel's website, but was unknowingly sent to Reservations.com. The charged me upfront for the 2 nights ($536.14) as well as a "Refund Protection Plan" for $47.63. On approximately 3/29/25, we found out the the original plan had to be changed because the son of our deceased friend could not make it June *****, 2025. So, I contacted the hotel to change our reservation and found out at that time what had happened. They could not help me, but said I needed to deal directly with Reservations.com. I called them on the 866 number provided and found out that there was no refund available, nor could I change me reservation dates. They said I could only proceed by just starting over when a new reservation and pay all over again. The did offer me the option of paying another cancellation fee of $254.89 and then, in 2-3 billing cycles I would get my full refund of $536.14. So, I thought...well that's better than nothing so I proceeded. But, when they tried to charge my **** card for this "cancellation fee" of $254.89, my card REJECTED the charge 2 times. That's when I became even more concerned, so I hung up and DID NOT complete that transaction. At that point, agent became very rude and impatient with me...just confirming my concerns that this is a *******, at this point, I have paid $536.14 and $47.63 for a total of $583.77. I would like to know if there is any way to get help with this and get any refund? Thank you so much for your help in this matter. I honestly cannot believe companies can do this type of business, by unknowingly hijacking innocent people when trying to make hotel reservations.

      Business Response

      Date: 03/31/2025

      We have reviewed this information, and have concluded that the customer has booked their reservation with HotelPlanner and not Reservations.com. We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.


      We have marked this case closed

      Customer Answer

      Date: 03/31/2025

      Update: On 3/31/25, I received an email from Reservations.com that they did not make this reservation for me.  That's amazing, since I spoke to Reservations.com on 3/29/25 and they confirmed they had my reservation and it was non-refundable (see original complaint for details).  They said my reservation had been made through **************** at **************.  So, I called Hotel Planner and asked about a refund and they told me it was non-refundable and there was nothing they could do.  I then asked if my travel dates changed if I could keep the reservation and simple change the dates, but they said that not possible either.  They did not offer any assistance whatsoever.  Hotel Planner must also be a scam and must work in conjunction with Reservations.com to take advantage of unknowing customers.  They are dishonest and continual tell lies. I would like for BBB to pursue a refund for my $536.14.  Thank you. **** ******

    • Initial Complaint

      Date:03/27/2025

      Type:Service or Repair 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.
      I booked a hotel stay at *********** by ********************* for April 16/19 2025. The price for the hotel room was the same as the actual hotel's website and I was booking with other people booking the same hotel. When I hit the confirm button on the dates and type of room there was no clear indication that I was booking the room through a third-party website, reservations.com. I did not learn of this till after I received my confirmation that it was in USD. I called the customer support as soon as I read the confirmation email to cancel, however, they told me there is no refund or credit if I cancel. We no longer need the hotel room because my son's hockey team did not qualify for the weekend tournament. *********** I have reached out to Reservations.com twice in the hopes that understand that I was directed to a third-party website and booked in error with them, in the hopes they they can refund this misleading and predatory purchase. However they told me NO! So I have paid in two separate ********, from 2 different companies of $622.16 and $103.66 on different days for this booking. I am a Canadian trying to book a ************** that I could cancel if my son's team did not make it. If they had made it I would not be cancelling.

      Business Response

      Date: 03/28/2025

      We have emailed the customer directly regarding a cancellation and refund. Please respond to the email directly so that we may further assist.

      Customer Answer

      Date: 03/28/2025

       
      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,

      ******* ******

      Business Response

      Date: 03/28/2025

      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:03/27/2025

      Type:Service or Repair 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 the ***************** at *********** for Mar 4-5, 2025 and Mar 5-6, 2025. These were separate bookings, both make the same day (Feb. 18). About a week before my trip (approximately Feb. 26 or 27), I wanted to upgrade my room from a king bed to a double queen since my son decided to come with me. I called ReservationDesk to see if I could make this change, and they said I needed to call the hotel.When I called the hotel, they said they only had one reservation for me on March 4-5, and that the second one on March 5-6 was canceled. I did NOT cancel the second night. I called ReservationDesk back the same day, and they said they were still showing the two dates as valid. I told them that the hotel was saying otherwise. ReservationDesk said someone would call me back in 5-10 business days. I asked to speak to someone above this person I was talking to (i.e., a manager), and they either hung up on me or the phone disconnected right then.The 5-10 business day window coincided with my trip. Since I did not have a second reservation, I did not stay that second night. I cut my trip short by one day because of this ******** is now Mar 27, 2025, about a month later. No one from ReservationDesk ever called me within 5-10 days, or at all. I got an email from ReservationDesk on Mar 14 and Mar 26. Both emails were identical, and both stated that my investigation was still pending.I disputed this issue with my bank on Mar 26, and this morning (Mar 27), I got an email from ReservationDesk denying my claim. This may be because I disputed the charge for the second night with my bank. I have waited a month though, with no resolution.I did not stay that second night (Mar 5-6) because I did not have a reservation. I paid $231 for the 2nd night, but I had to either cut the trip short or pay over $200 again for the second night. I checked out at 9:30am on Mar-5 and at no time used any part of that second night, nor did I cancel this reservation.

      Business Response

      Date: 03/27/2025

      We have reviewed this information, and have concluded that the customer has booked their reservation with Reservation Desk and not Reservations.com. We have emailed the customer directly with the contact information to Reservation Desk. Please note, we do not have the ability to further assist the customer due to privacy reasons between Reservation Desk and the customer.


      We have marked this case closed

    • Initial Complaint

      Date:03/27/2025

      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.
      I booked a hotel stay in ************* for april ***** 2025. The price for the hotel room was the same as the actual hotels website and there was no clear indication that on reservations.com, the price would be in USD. I asked to have my room cancelled so that I could rebook it through the hotel's website directly instead. Reservations.com has informed me that they have cancelled my room but they are unable to offer me a refund since I booked a non- cancellable room. I don't understand how they can cancel it, but not issue a refund or now just reinstate the room for me.March 24,for what i thought would be 250$ CAD but turned out to be 350$ since it was in **. I have reached out to the Reservations.com within 48 hours of the order directly to see if they can refund this misleading and predatory purchase. So I have now paid $1128.96 Canadian dollars and I I probably have no place to stay. I have gone back and forth with reservations.com and I am not getting any resolutions. This seems to be their entire business. Based on all other complaints, this is exactly how they make their money.

      Business Response

      Date: 03/27/2025

      We have emailed the customer directly regarding further instructions.


      Please note, we have asked the customer for the explicit permission if they wish to cancel the reservation entirely for a full refund. Or if the customer wishes to obtain a refund for the difference in price currency. We have asked the customer to provide information showing the currency charges by Reservations.com for verification so that we may provide a refund for the difference. 


      Once we have received the requested information from the customer, we will then proceed with our assistance. 


      Please note, in order to proceed with our assistance, we will need the requested information to further proceed. 



      We await the customer's response


      Business Response

      Date: 03/27/2025

      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"

      Business Response

      Date: 03/27/2025

      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"

      Customer Answer

      Date: 03/28/2025

       
      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:03/26/2025

      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.
      I made hotel reservations in December for a two night stay March 28 - 30. While I realized that the price I was charged was higher than advertised prices, I was happy to secure the reservation. These charges were made on my **** card: 12/26/2024 $60.11 to www.reservations.com and 12/28/2024 a $417.86 charge to Hotelreservation www.hotelbeds DE. I received a "You're all set!" email from reservations.com which included a Booking Status: CONFIRMED, Reservation Number : R1960511270 and an Itinerary Number: *************. I called the hotel directly to confirm my upcoming reservation today and was told there is NO reservation under my name. ****** checked a second time for me and no reservation at all. When I called *************** to cancel my reservation with them because there was NO reservation at the actual hotel, I was told their policy is not to refund my money. Nor was there any explanation, or an attempt to explain, why there was no reservation for me at the hotel they charged me $477.97 to make. Thank you for any assistance you can provide.

      Business Response

      Date: 03/27/2025

      We have emailed the customer directly regarding a cancellation and refund. Please respond to the email directly so that we may further assist.

      Business Response

      Date: 03/27/2025

      The hotel has denied our request for a refund as they will stand by the Non-refundable cancellation policy that was agreed upon during the time of booking.

      As a courtesy, Reservations.com has offered a full refund via ******. We have emailed the customer regarding these details, and ask that ask that the customer respond to email directly so that we may further proceed to issue a refund to the customer.

       

      We await for the customer's response for further assistance. 

      Business Response

      Date: 03/28/2025

      We have notified the customer once again, that the hotel has denied our requested for a refund, and will stand by the cancellation policy that was agreed upon by the customer during the time of booking. At this time, due to this information, we are unable to issue a refund back to the card used during the time of booking.

      We have emailed the customer confirming that ********************** will offer a refund via ****** as this will be a refund on behalf of Reservations.com and not the hotel. At this time, we are offering the customer a refund via *******

       

      Please respond to the email directly so that we may further proceed with a refund.

       

      We await the customer's response.

      Customer Answer

      Date: 04/02/2025

       
      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. UNLESS CHASE **** IS UNABLE TO RESOLVE THE REFUND TO THE CREDIT CARD ON WHICH THE RESERVATION WAS MADE.

      Thank you

      Sincerely,

      ******* *******

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