Hotel Reservation
Reservations.comInformation and Alerts
Alert Details
This business has 1 alert.
Ad Review
In July 2021, BBB contacting the business regarding the following advertising concern
When consumers click through from Google search and ads; website does not indicate it is a 3rd Party site before booking; does not adequately communicate additional fees charged.
BBB requested the business website be updated to include pop-up window or info bar that would appear site-wide that includes the following disclaimer:
"Reservations.com is a 3rd party booking site not affiliated with the hotels and properties shown within; additional booking fees are at the discretion of Reservations.com."
To date the business contacted BBB and indicated they would address the concerns; but no further updates have been made.
BBB Code of Advertising indicates:
1. Basic Principles of the Code
1.1 The primary responsibility for truthful and non-deceptive advertising rests with the advertiser. Advertisers should be prepared to substantiate any objective claims or offers made before publication or broadcast. Upon request, they should present such substantiation promptly to the advertising medium or BBB.
1.2 Advertisements which are untrue, misleading, deceptive, fraudulent, falsely disparaging of competitors, or insincere offers to sell, shall not be used.
1.3 An advertisement as a whole may be misleading by implication, although every sentence separately considered may be literally true.
1.4 Misrepresentation may result not only from direct statements, but by omitting or obscuring a material fact.
Important Information
Additional Info
BBB files indicate that this business has a pattern of complaints; consumers are reporting they are not made aware of certain fees the company charges in order to make a reservation through the site. Additionally, consumers have reported lack of transparency when it comes to going on what appears to be an actual hotel site, when in fact the site the consumers are on, is your business site duplicating information.
On April 30, 2019 the business responded with the following response to their Pattern of Complaints.
Reservations.com is willing to work with the BBB to identify and implement additional avenues for disclosure and clarity. To that end, starting in May 2019, we will work to identify additional places where were we can disclose the service fee more prominently, beyond the multiple places it is currently displayed. In addition, our call center scripts already include multiple prompts that disclose the existence of our service fee and its non-refundable nature prior to completing a booking. We will work with our call center to reinforce compliance with our existing policies. Although our existing disclosure structure is providing adequate notice to the vast majority of our customers, we are confident that the additional measures will provide customers with supplemental clarity on our fee structure. Starting on May 2019, we will make changes to the website so that the Reservations.com logo and brand is reinforced more prominently throughout the booking process. To that end, we are exploring ways to display the Reservations.com brand in additional places, above and beyond the multiple instances where it is currently displayed. Agents are already trained to disclose that a customer is speaking directly with Reservations.com. As a supplemental measure, we are assembling an additional training team to reinforce training and a quality assurance team to bolster compliance with existing policies.
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