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:03/20/2025

  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 booked a room and after I did I saw I booked it for the wrong date off by 1 day, so wincalled and tried to adjust to the correct date and was told it could not be done and my money was not refundable. I called within 5 minutes of seeing the mistake.

  Business Response

  Date: 03/20/2025

  We have escalated this case to our billing team regarding a cancellation and refund. 

  Once our billing team has provided us with the resolution, we will notify the Customer and ********************** immediately

  Customer Answer

  Date: 03/20/2025

  They have rejected my refund

  Business Response

  Date: 03/20/2025

  The hotel has denied our request for a refund and 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, ********************** has offered a refund to the customer via Check or by ******. We have emailed the customer regarding this information and will await the customer's response so that we may proceed with a refund. Please note, this will be a refund on behalf of Reservations.com and not the hotel. 

  Please respond back to the email with the requested information.

  Business Response

  Date: 03/20/2025

  The customer has chosen to be refunded via *******

  We have provided the requested information to our billing team for further assistance. Once they have initiated a refund, we will notify the customer and the ******************** immediately.

  Business Response

  Date: 03/31/2025

  The customer has been refunded via *******

  We have emailed the customer regarding this information.

  We have marked this case "closed"

  Customer Answer

  Date: 04/09/2025

  They have rejected my refund

• Initial Complaint

  Date:03/19/2025

  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.

  Reservations.com told me they were the actual hotel and I could only book there for the ************* that I wanted to stay at. Now after the fact I see that I did not book with the actual hotel and I was given false information at the beginning. I would like my refund since they did not give the correct information from the start. Very misleading and sneaky. Told them to check the conversation as they will know from the start. Being pushed off and they say there isnt a manager to speak with and a supervisor can not do anything.

  Business Response

  Date: 03/20/2025

  We have emailed the customer directly regarding a cancellation and refund. 

  We have reached out to the customer regarding a cancellation and refund. Please note that the reservation check-in date is scheduled for March 21, 2025. Please note, once the check in date has passed, Reservations.com will not have the ability to cancel the reservation for a full refund. 

   

  Business Response

  Date: 03/26/2025

  The customer did not respond back prior to the check-in date, thus we are unable to cancel with the hotel for a full refund. At this time, all charges are confirmed.

  As a courtesy for the inconvenience the customer has experienced we have refunded the Non-refundable service fee as a courtesy to the customer.

   

  We have marked this case "closed"

• Initial Complaint

  Date:03/19/2025

  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 canceled my reservation due to schedule surgery 7 days prior to check in. I try to cancel 30 days prior, I was told to cancel 7 days prior. When I did call back, I was told it was no refund because of the check in was 7 days prior.

  Business Response

  Date: 03/20/2025

  We have escalated this case to our billing team to reach out to the hotel regarding a cancellation and refund.

  Once they have provided us with a resolution, we will notify the customer and the ********************** immediately.

  Business Response

  Date: 03/20/2025

  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:03/19/2025

  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.

  reservations.com is a scam website routing traffic through their third party travel booking, charging in American, and then offering zero customer service. I thought I was on the main Hyatt Regency Toronto's website and booked a hotel room, only to be charged in American dollars, plus an absurd amount of additional fees. I'm a Canadian citizen, booking a Canadian hotel room with a Canadian address. So far two transactions have come through: $632.43 CAD $85.93 CAD I contacted the company to have this refunded. I also contacted the hotel and they acknowledged this scam and told me I needed to cancel the reservation through the website directly.

  Business Response

  Date: 03/19/2025

  We have offered the customer a refund via ******. The customer has provided the requested information.

  
  Once our billing team has confirmed a refund, we will notify the customer and the ********************** immediately.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23080346
  
  I am rejecting this response because: this is very clearly a scam. I keep being redirected and passed around and offered additional promotions -- without being granted a refund. Reservations.com will not issue a refund to my credit card, and rather are requiring me to go through ****** to purposefully block my bank from disputing the transactions. The hotel, my credit company, and even the customer service agents at ********************** are aware this is a scam. See attached threads and documentation. Nothing has been appropriately issued. The emails are riddled with errors and suspicious conduct. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 03/28/2025

  We were able to contact ***** ****** the hotel manager and confirm that the hotel is willing to cancel the reservation without penalty.

  With this information, 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: 04/01/2025

  We were able to contact ***** ****** the hotel manager and confirm that the hotel is willing to cancel the reservation without penalty.

  With this information, 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: 04/02/2025

  We have issued a refund for the difference in CAD via PayPal.

   

  At this time, Reservations.com holds no further charges on our end. At this time, we advise the customer to contact their financial institution and ****** regarding processing and follow up.

   

  We have marked this case "Closed"

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair 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 booked a hotel stay in *******, ************************************* for Junne 12-15/25. 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. I had reserved the room on Tuesday, March 18, 2025 at The ******************************, in *******, *********** I have reached out to the Reservations.com within 15 minutes 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 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. They have cancelled my reservation to that I may POTENTIALLY get a refund. Based on all other complaints, this is exactly how they make their money.

  Business Response

  Date: 03/19/2025

  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: 03/19/2025

   
  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. I will follow up after 7-10 business days if the refund has not been processed. Reservations.com has assured me of the refund. 
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:03/17/2025

  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.

  Went to hotel website to book a room and ended up booking through reservations.com thinking I was booking through the hotel Country Inn and Suites ****************. I ended up having to cancel the room and called reservations.com only to be told there was no refund for cancellation. I feel deceived thinking I was booking through the hotel but ended up booking through 3rd party that doesn't provide refund for cancelled room. I also don't recall seeing that there was no refund policy for cancellation when booking. Would like for reservations.com to provide refund. Thank you

  Business Response

  Date: 03/18/2025

  We are unable to locate the customer's reservation, as the customer has not provided any information to locate the booking with.

  Please provide an email address associated with the reservation. If you are unable to provide an email associated with the reservation, then we ask that you forward your itinerary information to "****************************************" so that we may further review this information. 

  Please provide a valid email address we may reach you by so that we may further assist you regarding this matter.

   

  We are unable to further proceed with our assistance until the customer provides the requested information.

  Business Response

  Date: 03/18/2025

  Reservations.com was successfully able to locate the reservation. The customer has provided an email address when booking the reservation which *************** has emailed directly regarding the information below.

  We have contacted the hotel, and were advised that the hotel will stand by the non-refundable cancellation policy that was agreed upon by the customer during the time of booking.

  As a courtesy for the inconvenience the customer has experienced, ********************** has offered the customer a refund via Check or PayPal. Please note, this will be a refund on behalf of Reservations.com and not the hotel.

  Please respond to the email directly so that we may further assist you regarding a refund.

   

  Business Response

  Date: 03/18/2025

  Customer has responded to our email directly.

  Once our billing team has processed a refund to the customer, we will notify the customer and the ********************** immediately. 

• Initial Complaint

  Date:03/17/2025

  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.

  Earlier this afternoon, I had booked what is to be a fun birthday family weekend at ****************, *************, *******... only 4 hours drive from my home in *********, *******. I had booked this reservation through Reservations.com as they were the first "Sponsored" link on ****** Search for ****************, *************, *******. I completed the reservation details, dates, and booking package. It all looked good and I agreed that the reservation is non-refundable. After all my family has planned to stay this weekend at ****************, *************, ********After I received the email confirmation, my heart dropped as I noticed that I was charged in USD$ ... total $1,424.37USD which converted to $2,110.11 CAD. This was charged to my credit card immediately after submitting my reservation request. I attempted to contact the hotel to rectify the issue being that I am CANADIAN and I live in ******, and I should be paying CAD for this stay. After many frustrating minutes speaking with the no-help virtual assistant, the in-person assistant said there was nothing to be done but to contact the reservation agency. I then contacted the reservation agency and after speaking with them for over an hour, to no avail, they cannot help me either and that I should contact the hotel. The risk they suggested I take is to cancel the reservation and submit a refund request (no guarantee) and if it is denied, not only do I lose out $2,110.11CAD, I also lose my reservation. Frustrated, I contacted the hotel a second time and finally spoke to the front desk at ************************, ******* (I remind you, only 4 hours away from me) and they too, apparently cannot help me out with this predicament. To double check rates, I looked up a reservation for the same dates and package on the Great Wolf Lodge website and the total was $1,758.00 ... exactly $352.11 dollars less than what I was charged.

  Business Response

  Date: 03/18/2025

  Room rates fluctuate frequently, and the rate that the customer received at the time of booking, was the best rate we could offer.

  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: 03/21/2025

  The customer has been refund via ******. We have emailed the customer directly regarding this information.

  We have marked this case "closed"

  Customer Answer

  Date: 03/31/2025

  Update: since opening a complaint with BBB, reservations.com has contacted me and we have settled on a partial refund for an agreed amount while maintaining the reservation as per the original intent. 

   

  Thank you BBB team for exceeding my expectations and bringing this issue to a resolution. 

• Initial Complaint

  Date:03/17/2025

  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 booked a hotel room at the ******************* and Suites, thinking I was booking directly through the Holiday Inn which had a 48 hour cancellation policy. Somehow using the link directly to the booking place on ***********'s site I booked the hotel through reservations.com. This is deceptive. The email that i received even has a heading on it showing the logo and name of the hotel. I called to try to cancel 1 of the nights and they said it is non-cancellable. I am beyond frustrated that this happened and don't understand how a 3rd party can intercept a business's website booking portal. I am simply requesting the ability the cancel the 2nd night. The dates are March *****, 2025.

  Business Response

  Date: 03/18/2025

  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
  
  

  Customer Answer

  Date: 03/19/2025

   
  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:03/13/2025

  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.

  I went to ******************************************** website to book a room for a baby shower in ******. It was ****** website. It told me to join the World of Hyatt to get a cheaper room, so I did, I became a member. I went to the ***** website to book the room. The price was ***** a night so I booked a room from April 8th until the 12th. I got the bill and it was $525 dollars. Examining the bill, I saw they were charging me $104.16 in taxes which I find amazing since Denvers tax rate is 5.15. If that was not bad enough, I was charged ***** for a fee. At this point I was angry they had already taken out my money, so I contacted Hyatt ********************************* only to be informed they did not have a reservation. After searching they found a reservation, but it was not from *****, even though it was their website. When I found out I contacted the company that had taken over the website and it was *************** from *******, *******. When I called them, I was told I could cancel but would get no money back. Please help me understand how this company is allowed to be on another companys website to take advantage of the people. I asked that question and the person on the phone told to bad they would do nothing. A bill that should have cost about $368 ended up costing me $525. This company charge ****** at a 5.15% tax rate.

  Business Response

  Date: 03/14/2025

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

• Initial Complaint

  Date:03/12/2025

  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.

  On March 11, we reserved a room at ***************************, **. For Saturday, March 15, for one night. $140.94 total. Since all rooms are pet friendly, we decided to bring our dog knowing there would be an upcharge. On March 12, we were notified that plans had changed and we needed to go a day early. We contacted reservations.com to change our reservation. We were notified that the room we rented was non-refundable although the website said otherwise. All we wanted to do was change a date. We were forced to then add another reservation for Friday only to be told the room price had doubled. We cancelled the new reservation and contacted the hotel to secure a new reservation, at a lower price I might add. We feel we were scammed by reservations.com and they were not willing to try to resolve our predicament.

  Business Response

  Date: 03/13/2025

  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: 03/14/2025

  We have emailed the customer a second time asking for their explicit permission to cancel the reservation to obtain a refund in full.

  We have confirmed that the customer's scheduled check-in date is March 15, 2025. At this time, we urgently ask that the customer confirm if they wish to cancel the reservation for a full refund. Once the scheduled check-in date has passed, we will be unable to issue a refund for the reservation as the hotel was unable to cancel before the check-in date.

  Please respond to our email directly so that we may proceed with a refund. Please be advised, once March 15, 2025 has passed, we will be unable to issue a refund for the reservation. 

   

  We await the customer's response.

  Business Response

  Date: 03/14/2025

  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"