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:05/10/2022

  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.

  While traveling from Kansas to Texas, On, April 2, 2022, at around 9:00 am, I went on my phone to what appeared to be a *********** Express website to make a one-night reservation for that evening at *********** Express Hotel in Paul's Valley OK. The rate for the Hotel was quoted as $78.53. However, at 9:44 am, I received a text message confirming the reservation at a total cost of $120.50 from Reservations.com. It was then that I realized that the reservation was not directly with *********** Express, but instead with a third-party vendor (Reservations. com) and that the rate quoted was significantly higher than originally quoted. I immediately text a cancellation of the reservation. the response was as follows: "...Thank you for contacting Reservations.com. We understand that sometimes your travel plans change. We do not charge a change or cancellation fee. However, some hotel properties impose penalties to the customers that we are required to pass on. We do not charge any additional change or cancellation fees. Please be aware some of the hotels we cater to on our website have a non-refundable cancellation policy. The hotel's cancellation policy is available on the hotel's website...". So, after repeatedly contacting Reservations. com via text to cancel the reservation, with a no refund response, I contacted the hotel directly. I cancelled the reservation, in person with a cancellation confirmation number,*********, I also have an email confirming the cancellation from *********** Express. We did not stay at the *********** Express. My research indicates class action law suits have been filed against this organization and the BBB has had over 1,817 complaints closed in last 3 years; 881 complaints closed in last 12 months.

  Business Response

  Date: 06/17/2022

  Business Response /* (1000, 5, 2022/05/12) */ Contact Name and Title: Customer Service Contact Phone: 855-956-2201 Contact Email: [email protected] Guest has been offered a refund via email. Awaiting response. Consumer Response /* (3000, 7, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) We received an email from what appears to be Reservations.com. The email offered a full refund of the amount originally charged. However, they will only provide the refund through ******. We do not have a ****** account and do not wish to have a ****** account due to the number of scams reportedly wherein ****** was cited. Reservations.com was quick to bill our credit card and now they should issue the refund to the same credit card. In addition, we spoke to o credit card company yesterday and was told that Reservations. com had not advised them that they are offering a full refund. We want the refund to go back to credit the card originally charged. Ultimately Reservations.com has agreed to issue a check for the full amount. However, to date, no check has been received. Therefore, we are unable to accept the response since the check they offered has not arrived. We do not recommend doing business with this company. Buyer beware! Business Response /* (4000, 9, 2022/05/24) */ We have emailed the guest to get their mailing address for the refund check since refund to the card is not possible. Consumer Response /* (4200, 11, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still have not received the promised full refund. Mailing address has been provided. Reservations.com was lightning fast to bill a cancelled reservation but unable to process a promised refund with the same lightning speed, if ever. Again, Buyer Beware! Consumer Response /* (2000, 18, 2022/05/30) */ Thanks to the BB of Orlando. After, numerous attempts to deal with Reservations.com, I finally received a check for the full amount. I haven't cashed it yet but I continue to believe this business operates in an deceptive and unethical manner. Again, Buyer beware!

• Initial Complaint

  Date:05/10/2022

  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.

  1. On 5/7 I booked a reservation at ******** Charlotte for 3/22/23 to 3/26/23 (Reservation #**********). At the time of booking, I did not realize I was on reservations.com and not the actual hotel site, as the reservations.com site is deceptive. 2. After booking my reservation at a quoted rate of $1228, I received a confirmation email indicating my card was charged $1727 (a $499 taxes/fee and $19.99 service fee were added on). 3. We immediately called 855-956-2201 to seek a refund and were told our reservations was nonrefundable. At no point during the transaction were we made aware it was nonrefundable. 4. The supervisor, Paige, who we spoke to said we had two options for refund: we could cancel the reservation and send a request for refund (though if not approved we lose both the money and the reservation) or we could contact the ******** directly and get the name of the hotel manager who approves the release of the reservation. 5. We called the ******** directly and the manager said they cannot give a name, as that is how reservations.com transfers payment responsibility to a new person. 6. We immediately contacted the PNC credit card company to make them aware and initiate a dispute. 7. On 5/9 I called reservations.com to gather information to file a BBB complaint. I was hung up on by Ina. I called back and spoke to Christine, who also hung up on me. I then called and spoke to Jane, a supervisor. Jane said that I could get a refund if I cancel the reservation. She could then refund me the money through*******. When I asked why she wouldn't just refund my card, she said that since Covid they only issue refunds through******* (which seems sketchy at best). 8. At this point, the business is not committed to refunding me my money and have made no attempt to resolve the problem nor to explain their exorbitant fees.

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 6, 2022/05/23) */ Contact Name and Title: Customer Service Contact Phone: 855-956-2201 Contact Email: [email protected] Guest has now been refunded.

• Initial Complaint

  Date:05/10/2022

  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.

  Made a reservation with them for a hotel and assured the lowest cost. Upon finding out after confirming reservation that added fees were added to the taxes for example charged $57.61 in taxes and fees when the actual state tax in Ohio is about $20 for this. So the room charge was 163.39 and taxes and fees $57.61 plus service fee of $19.99 total charges $240.99 and no cancellation. The hotel website offered a room for $160 and taxes about $20 for a total of $180. Checked with the hotel today and the room charge is $175 and taxes of $25 bring the total to $200. So this company does false advertisement. Called them and the customer service person did not speak English well and read a blanket statement about the room and pictures of the room. My reservation number for this transaction is *********** Thank You

  Business Response

  Date: 06/16/2022

  Business Response /* (1000, 5, 2022/05/17) */ Contact Name and Title: Customer Service Contact Phone: 855-956-2201 Contact Email: [email protected] Guest has been offered a refund of the requested amount via email.

• Initial Complaint

  Date:05/10/2022

  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 05/09/2022 I was researching hotels for a trip to Savannah Ga in June. Once I found a hotel on what I assumed based on the URL was the Hotel's website, I attempted to make a reservation. On the confirmation page, the dates were switched from June 4-5 to May 9-10, and my card was charged $294.78. When I attempted to call to change the reservation to the correct date, I was told that all reservations were final and that there was no possible way to change or cancel the reservation. I then asked whether they were just going to take my money without providing me with a usable reservation and the response from the call center worker was "Unfortunately, yes we will." After waiting over an hour and a half on hold, I was told by this person's supervisor that nothing could be done and that he would escalate to his supervisors.

  Business Response

  Date: 06/14/2022

  Business Response /* (1000, 5, 2022/05/12) */ Contact Name and Title: Customer Service Contact Phone: 855-956-2201 Contact Email: [email protected] We are unable to locate a reservations for this guest. We have requested more information.

• Initial Complaint

  Date:05/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother was admitted to thr hospital on 4/20/22. On 4/21/2022 we realize she was not going to make. I called to cancel the two rooms I had reserved frist thing that morning on 4/21/2022. These rooms where for me and my mom to go to my nephew wedding. I sent the paperwork of mom's hospital and hospice I formation to reservations.com as they asked me to for proof. My mom passed away 4/22/2022. This company sends me a generic email every few days saying they are working on it. They have not sent me anything about the refund.

  Business Response

  Date: 06/14/2022

  Business Response /* (1000, 5, 2022/05/12) */ Contact Name and Title: Customer Service Contact Phone: 855-956-2201 Contact Email: [email protected] Guest has been offered a refund of the remaining amount via email. Awaiting response.

• Initial Complaint

  Date:05/09/2022

  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 believed I was making a hotel reservation for October on the official hotel website. I chose a refundable option. I received an on May 3 stating I booked through reservations.com and they would not refund my money. I am upset that this company uses deceptive practices to make people think they are using an official company website when in fact it's reservations.com. I never book non-refundable hotel rooms because I frequently need to change my hotel, like I do in this case. I cannot stay at the hotel that I booked and it is 5 months away so I should be able to receive a refund. I would like all of myomey back. This company should be shut down.

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 5, 2022/05/23) */ Contact Name and Title: Customer Service Contact Phone: 855-956-2201 Contact Email: [email protected] Guest has been offered a refund via email. Awaiting reply.

• Initial Complaint

  Date:05/09/2022

  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 booked a room with what I thought was ******* Inn. The website presents itself falsely and directed me to Reservations.com which I did not want to use. I booked a room for the price of $137 per night and once the final submit button was hit the price jumped up to $199 with many hidden fees and was immediately non-refundable. I have spoken with the hotel vendor who is happy to refund or adjust my price but Reservations.com will not allow the refund to occur. They have lied and said the hotel refused it but I have spoken with the operations manager at the hotel who says they have not received any communication regarding a refund or my request at all. Reservation details: Reservation Number: *********** Itinerary Number: ***********

  Business Response

  Date: 06/14/2022

  Business Response /* (1000, 5, 2022/05/12) */ Contact Name and Title: Customer Service Contact Phone: 855-956-2201 Contact Email: [email protected] Guest has now been refunded in full.