Business Profile

Hotel Reservation

Reservations.com

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Complaints

Name: Reservations.com
Address: 390 N Orange Ave STE 1605, Orlando, FL, 32801-1675, USA

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

Customer Complaints Summary

643 total complaints in the last 3 years.
217 complaints closed in the last 12 months.

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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:03/17/2025
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"
Initial Complaint
Date:03/12/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a room last minute on reservations.com for the **************** in ***********, ** I was charged by both the hotel and this site. Reservations.com charged me for the cost of the rooms and their fees and taxes. I have the confirmation email. The also claimed to be ******* booking agency on call when my card was attempting to be charged. This began on Friday March 7th, 2025. The charges from both the hotel and this site have now posted leaving me in financial struggle. I will upload documents confirming the charges as well as bank statements as of today 03/12/25
Business Response
Date: 03/12/2025
We have reviewed the customers reservation, and have noted that the reservation was made through the customer's mobile phone.
We charge the service fee to provide 24/7 support and live assistance with your booking before and during your travel. This fee was not in addition to your total amount but is itemized separately on your credit card billing statement to ensure you are aware of the booking fee as a customer.
In the confirmation email provided to you at the time of booking you will note under the heading Charges the breakdown of taxes, room charge and booking service fee

We have offered the customer to choose one of two options, we have offered the customer the option to either keep the reservation with a refund of the service fee as a one time courtesy, or to cancel the reservation for a full refund.
Please respond to the email directly so that we may further proceed with our assistance.
Business Response
Date: 03/12/2025
We have asked for additional information from the customer showing that they have paid the hotel for the reservation directly.
Please note, without this information provided, we are unable to extend a refund unless we have the necessary requested information.
Once this has been provided by the customer, we will notify our billing team for further action.

Please be advised that Reservations.com has the provided documentation from the customer as the information has come directly from Reservations.com. We will need a bill from the hotel directly showing that the customer has paid for the reservation at the hotel direclty.
Business Response
Date: 03/13/2025
We have contacted the hotel, and confirmed with ******* at the Front Desk, that the customer was charged upon arrival, and the card that the customer has used during check-in has been fully refunded the room and taxes as the customer has already paid **********************.
As a courtesy, we have offered the customer a refund for the difference in price between Reservations.com and the hotel via ****** or Check. We have emailed the customer directly with this information and ask that the customer respond to the email directly so that we may further assist.
Business Response
Date: 03/21/2025
We have processed a refund to the customer via ******. We have emailed the customer directly regarding this information.
We have marked this case "closed"
Initial Complaint
Date:03/09/2025
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.
On Sunday, March 9 I went to book 2 hotels rooms through the Hyatt for an upcoming family wedding in **********, **************. I thought I was on the ***** website but inadvertently found out I was on the reservations.com website. I booked both rooms and when email confirmations arrived the price seemed a lot higher than what the original website showed so I am being charged the highest rate at this hotel! I called to cancel the reservations within the hour of receiving confirmation and now being told the rate is non-refundable. I believe this was extremely shady as, not only did the daily rate go up from $400 to over $600 per night, no where on the site did I see where the rate was non-refundable until AFTER the email was sent and by then it's too late. I would like to request a refund of the room rates although I would be willing to pay the $149.50 and $192.00 services fees (ridiculous) that was charged by reservations.com.
Business Response
Date: 03/10/2025
We have emailed the customer directly for additional information.
Reservations.com is only able to locate 1 reservation under the customer's information. We are unable to locate the second reservation as mentioned by the customer in their ******************** Escalation.
To further proceed with our assistance, please confirm respond to our email directly confirming that 1 reservation was made through Reservations.com or provide the second itinerary information so that we may further proceed.

We await the customer's response.
Customer Answer
Date: 03/10/2025
The two reservations are as follows:
Reservation Number: R1829975209
Itinerary Number: 9061826093783
USD $1,760.73

Reservation Number: R527318651
Itinerary Number: 9061826249461
USD $1,330.54
Business Response
Date: 03/10/2025
Both reservations have been fully cancelled per the customer's approval. The hotel has approved a courtesy cancellation without penalty.
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: 03/13/2025

Complaint: 23041988

I am rejecting this response because:
The two reservations are as follows:

Reservation Number: R1829975209

Itinerary Number: 9061826093783
USD $1,760.73

Reservation Number: R527318651
Itinerary Number: 9061826249461
USD $1,330.54

Sincerely,

****** ********
Business Response
Date: 03/13/2025
Both reservations have been fully cancelled per the customer's approval. The hotel has approved a courtesy cancellation without penalty.
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: 03/17/2025
Due to a technical error, a refund for the service fees were unable to be processed.
Our billing team has confirmed that a refund for the service fee for the both reservations have been processed as of today 3/17/2025

All charges held by Reservations.com have been fully refunded at this time. All refunds can take up to 7-10 business days 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:03/07/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 10, 2025, I made reservations at a Hotel in ****** for March 8-9, 2025. Upon receiving my **** i was alarmed to see that I paid $337 CAN for a room that i thought was going to cost approximately $200 CAN. In addition to the room rate difference I was also charged twice for fees: ************* USD $45.90 Service Fee: USD $42.05 When I paid on the website I was not given the the option to pay in Canadian funds (which would have alerted me to the high price and stopped me from booking). Further, looking at the website today the fact that prices are in USD is in small print and purposely made to be unoticeable.I contacted Reservations.com to complain and was told that my only option was to cancel without a refund! I feel that at least one of the service fees should be removed and the price of the hotel be revised to match the current rate advertised on their website (March 7, 2025) for the same room at the same hotel. A difference of approximately 60 USD (86 CAN). For what it's worth, I will not be using reservations.com again and I will advise everyone I know about their shady practices.
Business Response
Date: 03/07/2025
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: 03/10/2025
We have contacted the hotel and confirmed with ****** at the hotel that the reservation has been fully utilized by the customer.
At this time, we are unable to further proceed with a full refund as the customer has fully utilized the reservation.
Reservations.com will offer a courtesy refund for the difference in price. We have emailed the customer asking for a screen shot showing the difference in price. Once we have been provided this information, we will extend a refund to the customer.

Please respond to the email directly so that we may further assist.
Customer Answer
Date: 03/10/2025

Complaint: 23034816

I am rejecting this response because:
The business has reached out but resolution is still pending. As requested by the business I have attached a statement showing what I was charged for the room by Reservations.com in CAN currency.
Sincerely,

***** *****
Business Response
Date: 03/12/2025
We have contacted the hotel and confirmed with ****** at the hotel that the reservation has been fully utilized by the customer.
At this time, we are unable to further proceed with a full refund as the customer has fully utilized the reservation.
Reservations.com will offer a courtesy refund for the difference in price. We have emailed the customer asking for a screen shot showing the difference in price. Once we have been provided this information, we will extend a refund to the customer.

Please respond to the email directly so that we may further assist.
Customer Answer
Date: 03/12/2025

Complaint: 23034816

I am rejecting this response because:
As noted previously, the business reached out directly through email (see attached) but a resolution is still pending. As requested by the business I have attached a statement showing what I was charged for the room by Reservations.com in CAN currency.

Sincerely,

***** *****
Business Response
Date: 03/13/2025
We have contacted the hotel and confirmed with ****** at the hotel that the reservation has been fully utilized by the customer.

At this time, we are unable to further proceed with a full refund as the customer has fully utilized the reservation.

Reservations.com will offer a courtesy refund for the difference in price. We have emailed the customer asking for a screen shot showing the difference in price. Once we have been provided this information, we will extend a refund to the customer.

Please respond to the email directly so that we may further assist.
Business Response
Date: 03/13/2025
We have contacted the hotel and confirmed with ****** at the hotel that the reservation has been fully utilized by the customer.

At this time, we are unable to further proceed with a full refund as the customer has fully utilized the reservation.

Reservations.com will offer a courtesy refund for the difference in price. We have emailed the customer asking for a screen shot showing the difference in price. Once we have been provided this information, we will extend a refund to the customer.

Please respond to the email directly so that we may further assist.
Customer Answer
Date: 03/14/2025

Complaint: 23034816

I am rejecting this response because a resolutions is still pending.
As requested by Reservations.com i have attached;
- an invoice from Hyatt indicating the cost of the room ($218.03 CAN)
- an email confirmation from Reservations.com indicating the price I was charged for the room ($271.71 USD). This price includes the room ($183.76 USD/ $269.89 CAN), plus Taxes and Fees ($45.90 USD) plus Service Fees ($42.05 USD).
- a **** statement showing the price charged for the room in CAN funds ($337.75)
The price difference for the room is (based on todays exchange is: $51.86 CAN
Note that fees were charged twice. As indicated in my initial email, in addition to the price difference I would like to be reimbursed for one of the service fees.

Sincerely,

***** *****
Business Response
Date: 03/15/2025
As mentioned in our previous comments, Reservations.com has reached out to the hotel directly and have confirmed with ****** at the front desk that the customer has checked in on the scheduled day, and checked out on the schedule day, and hasconfirmed that the reservation was fully utilized. With this information, Reservations.com will not be issuing a refund for the room and tax as the reservation was fully utilized.
We have reviewed this reservation, and have confirmed that the reservation was booked online via desktop. Please note all information was expressed during the time of booking and agreed upon by the customer directly upon confirmation.
As a one time courtesy for the inconvenience, we have offered the customer a refund for the difference in CAD.

To further proceed with a refund, the customer will need to provide a bank statement showing the charges in the currency that was charged to his account. Because we have charged the customer in USD, we will need this as proof to further proceed with the refund.

Until the customer provides this documentation, ********************** is unable to determine the refund amount.
We have emailed the customer a second time, and are awaiting the customer's response. Without the requested documentation, and without a response from the customer, we are unable to proceed.

Please respond to the email.
Business Response
Date: 03/15/2025
We have offered a refund to the customer for the difference in amount via ******, as this will be our only means to refund in CAD.
Please respond to the email with the requested information so that we may further proceed with a refund.

We await your response to our email directly with the requested information.
Business Response
Date: 03/17/2025
The customer has provided the necessary details to further proceed with a refund.
Once our billing team has initiated a refund, we will notify the customer and the ******************** immediately.
Business Response
Date: 03/19/2025
The customer has provided the necessary details to further proceed with a refund.
Once our billing team has initiated a refund, we will notify the customer and the ******************** immediately.
Business Response
Date: 03/21/2025
The customer has been refunded the difference in price that was charged in CAD.
We have confirmed with the hotel that the reservation was fully utilized and Reservations.com does not have the ability to issue any further refunds outside of the difference that was charged to the customer.
Please note, that service fee is non-refundable and was agreed upon during the time of booking. We have refunded the difference via ****** as the customer has chosen.
********************** will not be refunding any further charges as the reservation was fully utilized.

We have marked this case "closed"
Customer Answer
Date: 03/21/2025

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:03/07/2025
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.
Was rerouted to this site from the **************** Gurnee ******** website. It was not clear that I was being rerouted to a 3rd party at all... I specifically made sure I was purchasing through resort. Upon accepting charge of $388.00, the next page showed a confirmed payment including $188.53 in undisclosed charges and $78.50 service fee. Company refuses to provide a refund. After speaking to management, suddenly they were able to put in a request to refund my ******. Account. This company totally scammed me out of $250 and refused to refund until I threatened to turn them in to BBB and follow up with ownership.
Business Response
Date: 03/07/2025
The customer has provided their ****** information so that we may refund them.
Once the refund has been initiated we will notify the customer and the ********************** immediately.
Business Response
Date: 03/07/2025
The customer has been fully refunded via ******. We have emailed the customer directly confirming this information.

We have marked this case "closed"
Customer Answer
Date: 03/07/2025
They now want access to my ****** for 12 months to process my refund... Which then requires me to provide MORE sensitive information. I want my money refunded back to my credit card account. I should not have to continue to provide more personal information or account information, l let alone permission for access to my transactions and account for the next ************************************ full from this scam company.
Customer Answer
Date: 03/07/2025

Complaint: 23032554

I am rejecting this response because:
They want more personal information and access to my ****** account for 12 months

Sincerely,

****** *******
Business Response
Date: 03/12/2025
We have confirmed with our accounting team that the customer has been issued a full refund including the non-refundable service fee as a courtesy for the inconvenience the customer has experienced.
Please note, this refund was issued on behalf of Reservations.com and not the hotel directly. With this information, we will only have the ability to issue a refund via ******, which has been initiated as of 3/7/2025.
For any additional information that the customer has provided the customer will need to contact ******. Please note, Reservations.com does not need any further details as we have initiated a refund to the customer as of 3/7/2025.
Again, we have refunded the customer via ****** for the full amount. There is no further action Reservations.com needs to take at this time. The customer will need to contact ****** directly to confirm any additional information they may need from the customer.

We have marked this case "closed"
Initial Complaint
Date:03/06/2025
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.
Wanted to book a hotel room, in ******* ******. Saw their ad come up on ****** search, when looking at rates I booked with them. I got a confirmation email within 2 min and when I opened it I saw rates were in US dollars. I called the customer service line immediately to cancel but they told me it was non-refundable. This was in the matter of 5 min of booking. No where on the site does it clearly say booking in USD. The agent was not helpful in trying to solve the issue. It is false advertising and a scam, taking advantage of people. I want to cancel my reservation and get a refund for my stay.
Business Response
Date: 03/06/2025
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: 03/07/2025
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"

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