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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

    • 643 total complaints in the last 3 years.
    • 216 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:03/05/2025

      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.
      Reservations.com. Tried to cancel my reservations before 10 am as directed. Called reservations com as well and they said instead of charging me cancellation fee I would be charged full fee. Said it does not say that on their site but incorrect. False advertising by them. This hotel is below fair and we are stuck here. I will never book another hotel through them. I am going to fight my money back. And file a complaint due to false advertising and lack of complying with their own policies.

      Business Response

      Date: 03/05/2025

      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: 03/07/2025

      We have emailed the customer a second time asking for additional information. 

      Please note, we are unable to locate the customer's reservation with the information provided through the Better Business Bureau. Without the requested information, we are unable to further proceed with our assistance.

       

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

      Business Response

      Date: 03/10/2025

      We have written the customer a third time regarding additional information.

      We are unable to locate the customer's reservation with the information provided. We have attempted to reach out to the customer via email three times without a response. 

      Please note, without the requested information we are unable to further proceed as we have not received a response from the customer, and we do not have the necessary details to further assist.

       

      We await the customer's response.

    • Initial Complaint

      Date:03/03/2025

      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.
      On Feb. 27 I was looking online for a hotel in **********. I was on the hotel website and exited. When I went back in to finalize the booking my request was "somehow" switched to the Reservations.com website. The rerason that i was dealing witrh the hotel directly is because our travel plans were not 100% confirmed and the hotel would allow us to make changes if needed. I should have been more vigilant while booking but I believe that *************** were dishonest in how they masked their website to imitate the hotels website.

      Business Response

      Date: 03/04/2025

      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: 03/04/2025

      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: 04/08/2025



      Hello,
      This is ****** *******. 
      As per your email I wish to have the hotel reservation (R1586257104) canceled in order to obtain a full refund.

      Regards,
      ****** *******
      E: ***************************
      C: ************

      Business Response

      Date: 04/08/2025

      As mentioned in our previous response as of March 4, 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."

      The customer has confirmed with ********************** directly via email that they have received their full refund. 

       

      At this time, Reservations.com holds no further charges, and asks that the BBB close this escalation as it has been resolved between Reservations.com and the customer.


      We have marked this case "closed"  

    • Initial Complaint

      Date:03/02/2025

      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 and parking in *********, ******* on reservations.com for May 10-11/25. 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 May 10-11/25 at The Laundry Rooms Suites, in *********, **. I have reached out to the hotel directly to see if they can reinstate my room since I can't get a refund and they are unable to help me either since I booked through this Online Travel Agent Portal. So I have now paid $860.00 Canadian dollars and I have no place to stay. I have gone back and forth with reservations.com and the hotel directly and I am not getting any resolutions. Please help,***** Koluk

      Business Response

      Date: 03/03/2025

      We are currently attempting to reach out to the hotel regarding a cancellation and refund.

      Once our escalations team has provided us with a resolution, we will notify the customer and the ********************** immediately.

      Business Response

      Date: 03/03/2025

      We are currently attempting to reach out to the hotel regarding a cancellation and refund.


      Once our escalations team has provided us with a resolution, we will notify the customer and the ********************** immediately.

      Customer Answer

      Date: 03/03/2025

      See attached the charges that went to my mastercard for this reservation.

      I would like the whole amount refunded as I was unaware that the charges would be USD.

      Very misleading and fraudulent.

      Business Response

      Date: 03/05/2025

      We have offered the customer a refund via Check or by *******

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

      Business Response

      Date: 03/06/2025

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

      We have emailed the customer directly regarding this information.

       

      We have marked this case "closed"

      Customer Answer

      Date: 03/07/2025

       
      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.

      All monies have been fully refunded. 


      Sincerely,

      ***** Koluk

    • Initial Complaint

      Date:03/01/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I thought I was booking another night with the hotel and booked through this number instead ***************. Not only did I never receive a bill, just a charge to my credit card, I was already told by the front desk it was booked through another company at a much higher rate, to which I had to find the number because I was mislead to believe I was talking to the front desk the whole time. When I called to get this adjusted, not only was the call being dropped but I could not hear what the person was saying. This is absolutely ludicrous and a scam. Im being charged $79 more than I should be.

      Business Response

      Date: 03/02/2025

      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: 03/04/2025

      We have emailed the customer a second time asking for additional information.

      Please note we are unable to locate the reservation with the information provided through the Better Business Bureau. Please respond to the email directly with additional information so that we may further assist you.

       

      We await the customer's response.

      Business Response

      Date: 03/07/2025

      We are unable to locate the reservation using the information provided through the Better Business Bureau.

      We have emailed the customer a third time asking for additional information. If the customer does not respond to the email directly we will be unable to further assist as we have not received all the requested information we have inquired to the customer.

      Please respond to the email so that we may further assist.

      Business Response

      Date: 03/14/2025

      We have sent 3 emails asking for additional information.

      We have not received a response or update from the customer. Please be advised that the customer has not responded to our emails, and without any further information, we are unable to locate the customer's reservation nor proceed with our help.

      We ask to close this escalation.

      We have marked this case "closed"

       

    • Initial Complaint

      Date:02/28/2025

      Type:Billing 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 *************************************************************************************************** ***********. Before I clicked pay the only amount I was quoted was $120 for two nights. When I received email confirmation, $59.22 had been added for Tax Recovery ***************** Fees. I complained to the hostel who said I had actually booked through a third party via *********** and that the only additional charges the hostel has is $20 for tax. I also noticed another payment was pending in my account, of $12 to ******************** I spoke to an advisor for ** who claimed I was quoted the full amount before I paid (I wasnt) and that they would not claim any additional payment (they did). I am now back in the ** and want to seek further advice before trying to contact RC again.

      Business Response

      Date: 02/28/2025

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


      We have marked this case closed

      Customer Answer

      Date: 03/05/2025

       
      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,

      Benjamin *******

      Customer Answer

      Date: 03/05/2025

      This company seems to be operating in exactly the same way as ******************* so I would argue that it is, in fact, connected to Reservations.com in some way.

    • Initial Complaint

      Date:02/27/2025

      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.
      Tried to make a hotel reservation with the ****************. I was unknowingly redirected to reservations.com where I booked an "unchangeable" reservation. This was a trip to attend a 20 year anniversary from the *******************************, and the date changed by 1 week. Reservations.com would not change the date or give me a refund. I talked to the Great Wolf Lodge, who offered me a better rate than my original reservation but said they could not do anything because it was booked through a 3rd party. There was availability at the **************** for the week i was trying to change my reservation to

      Business Response

      Date: 02/27/2025

      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.

      Customer Answer

      Date: 02/28/2025

      Attached is my reservation confirmation

      Business Response

      Date: 02/28/2025

      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"

      Customer Answer

      Date: 03/06/2025

       
      Complaint: 22999827

      I am rejecting this response because:  
      Attached is my reservation confirmation
      Sincerely,

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

      Business Response

      Date: 03/06/2025


      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: 03/07/2025

      As mentioned in our previous response:

      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: 03/12/2025

       
      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:02/27/2025

      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.
      Made a hotel reservation (#*************) through Reservations.Com at a *********** in *********, ** for 2/22,/2025. Got my reservation # from Reservations.Com (*************) and believed all was goodaccording to their confirmation email. Arrived at the hotel at approx 4PM. The hotel had no information regarding my reservation, but did confirm I was at the correct hotel after reviewing the ******* confirmation e-mail. Subsequent conversation with a ******* **** via the online phone number, provided no help. Another ******* *** spoke directly to the front desk to no avail. The ******* information just didnt work, even though the Holiday in team was doing its best to make my reservation work. Being very frustrated, and not wanting to pay double for a room (Note: ******* had already charged my credit card Approx. $184 with their included their $30+ service fee), I left and drove the rest of the way to my final destination. In my last conversation with the ******* **** I asked if he would return my full upfront payment. He said he wasnt sure, but would look into it. As of today, I dont have confirmation that my credit card had been reimbursed. *****

      Business Response

      Date: 02/27/2025

      We have escalated this case as of 2/22/2025.

      We have further elevated this case to our billing team for further assistance. Once we have recieved an resolution from our team regarding this matter, we will notify the customer and the ********************** immediately.

       

      Business Response

      Date: 02/27/2025

      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"

    • Initial Complaint

      Date:02/26/2025

      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 was somehow directed to reservations.com when I thought I was booking through a direct website. My discount code was not applies and was charged triple what I meant to pay. Not only that but I was charge close to $800 in FEES. When I called back a few minutes later, they said my charge was final and would not let me cancel or inform me of what the $800 was for. I asked for an itemized list and they refused.

      Business Response

      Date: 02/27/2025


      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: 02/27/2025

      We have raised this case to our team for further assistance. 

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

      Customer Answer

      Date: 02/27/2025

      I would like to proceed with a refund in full as quickly as possible.

      Business Response

      Date: 02/28/2025

      We have processed a refund for the room and tax to the customer as of 2/28/2025. 

      We have attempted to refund the service fee back to the customer, and are unable to process this refund back due to a customer-initiated escalation. 

      Please be advised that Reservations.com has initiated a refund; However, if you have escalated any charges to your bank regarding Dispute or Chargeback, then we are unable to process a refund at this time as all processing has been stopped by both parties' financial institutions due to their investigation. Please note all chargeback/disputes can take up to ***** days to resolve on each end depending on the banks. If you have any further questions regarding processing and follow up, and all further communication will be communicated to your bank for further assistance at this time.

      With this information, the customer will need to contact their financial institution for further questions regarding processing, follow up and resolution time.

       

       

      We have marked this case "closed"

      Customer Answer

      Date: 03/06/2025

       
      Complaint: 22995254

      I am rejecting this response because: I would like to proceed with a refund in full as quickly as possible.

      Sincerely,

      Stacy June

      Business Response

      Date: 03/06/2025

      We have processed a refund for the room and tax to the customer as of 2/28/2025. 

      We have attempted to refund the service fee back to the customer, and are unable to process this refund back due to a customer-initiated escalation. 

      Please be advised that Reservations.com has initiated a refund; However, if you have escalated any charges to your bank regarding Dispute or Chargeback, then we are unable to process a refund at this time as all processing has been stopped by both parties' financial institutions due to their investigation. Please note all chargeback/disputes can take up to ***** days to resolve on each end depending on the banks. If you have any further questions regarding processing and follow up, and all further communication will be communicated to your bank for further assistance at this time.

      With this information, the customer will need to contact their financial institution for further questions regarding processing, follow up and resolution time.

       

       

      We have marked this case "closed"

      Customer Answer

      Date: 03/06/2025

      I did receive the room refund. I was told I would get a full refund from them but it now says they cant return the service fees due to customer escalation? I dont know what that means. I havent been in contact with them since I was told they would issue the full refund.

      Business Response

      Date: 03/06/2025

      As mentioned in our previous response; We have processed a refund for the room and tax to the customer as of 2/28/2025. 


      We have attempted to refund the service fee back to the customer, and are unable to process this refund back due to a customer-initiated escalation. 


      Please be advised that Reservations.com has initiated a refund; However, if you have escalated any charges to your bank regarding Dispute or Chargeback, then we are unable to process a refund at this time as all processing has been stopped by both parties' financial institutions due to their investigation. Please note all chargeback/disputes can take up to ***** days to resolve on each end depending on the banks. If you have any further questions regarding processing and follow up, and all further communication will be communicated to your bank for further assistance at this time.


      With this information, the customer will need to contact their financial institution for further questions regarding processing, follow up and resolution time.


      We have marked this case "closed" 

      Business Response

      Date: 03/06/2025

      We have refunded the room and taxes in the full amount as of 2/21/2025.

      We have refunded the service fee as a one time courtesy for the inconvenience the customer as experienced as of 3/6/2025.

      All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution. 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"

      Customer Answer

      Date: 03/12/2025

       
      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 did receive the room refund. I was told I would get a full refund from them but it now says they cant return the service fees due to customer escalation? I dont know what that means. I havent been in contact with them since I was told they would issue the full refund.

      Sincerely,

      Stacy June

    • Initial Complaint

      Date:02/26/2025

      Type:Customer Service 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 made a reservation and wanted to cancel. They charged my credit card immediately for the full amount. Immediately. I am not able to reach them until 7 days prior to the scheduled stay which is 3 months away. This is wrong.

      Business Response

      Date: 02/27/2025

      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: 02/28/2025

      We have written the customer regarding a cancellation and refund.

      Please respond to the email directly so that we may further assist you regarding this matter.

      Business Response

      Date: 03/03/2025

      We are unable to locate the customer's reservation.

      We have emailed the customer a third time asking for additional information so that we may further assist.

      Please respond to the email directly so that we may further assist you with your concerns.

      Business Response

      Date: 03/05/2025

      We have reviewed the customer's cancellation policy and have provided this information to the customer. We are able to cancel the reservation without penalty at this time.

      Please be advised that the customer's cancellation policy states: "Cancellations or changes made between 5/14/2025 6:00:00 PM and 5/15/2025 6:00:00 PM local hotel time, are subject to a hotel fee equal to 1 night(s) plus tax recovery charges and fees."

      At this time, we are able to cancel the reservation without penalty per the customer's cancellation policy. Please respond back to the email directly so that we may further assist you. 

      Once this allotted time frame has passed, Reservations.com will be unable to further extend a refund per the cancellation policy. 

       

      We await your directly response to our email so that we may further proceed with our assistance.

    • Initial Complaint

      Date:02/26/2025

      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.
      On February 26, 2025, I thought I was booking a hotel reservation with *************. In fact a third party, Reservations.Com created the reservation. Reservations.com presented itself as the ************************ Desk. This is a deceptive practice. I feel cheated. Multiple charges were made to my credit card: $135.85 U.S. ($199.41 Canadian)$ ***** U.S. ($47.89 Canadian) Reservations.com quoted the full room rate as $168.47 when in fact, $***** were service fees. I cancelled the reservation but was told that I may not receive the refund because Reservations.com has a no-cancellation policy. The cancellation will now go to the Reservations.com billing department, which will call ************ and ask if the hotel will accept the cancellation. I called the ************ directly when I was on the phone with Reservations.com and was advised that this was not the first time that this had happened and that the hotel would accept the Reservations.com cancellation without penalty. I rebooked with the ************ representative. The room rate was $117.35, which is a $51.12 ************ from the Reservations.com rate of $168.47. A fraud claim has been made with **** for Reservations.com misrepresentation as *************. **** requested that if the cancellation is not processed as promised, then **** will follow up with Reservations.com.

      Business Response

      Date: 02/27/2025

      We have emailed the customer twice regarding a cancellation and refund. Please review both emails as they explain your refund.

      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"

    Reservations.com is NOT a BBB Accredited Business.

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