Business ProfileforReservations.com
Hotel Reservation
Current Alerts For This Business
Advertising 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.
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.
Additional business 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.
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.
At-a-glance
Related Categories
Business Details
This is a multi-location business.
- Location of This Business
- 390 N Orange Ave STE 1605, Orlando, FL 32801-1675
- BBB File Opened:
- 7/18/2016
- Years in Business:
- 9
- Business Started:
- 2/5/2015
- Business Incorporated:
- 7/25/2014
- Licensing Information:
- This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
- Type of Entity:
- Limited Liability Company (LLC)
- Alternate Business Name
- Benjamin & Brothers, LLC
- Hours of Operation
Primary
- M:
- 9:00 AM - 5:00 PM
- T:
- 9:00 AM - 5:00 PM
- W:
- 9:00 AM - 5:00 PM
- Th:
- 9:00 AM - 5:00 PM
- F:
- 9:00 AM - 5:00 PM
- Contact Information
Principal
- Mr. Rogger Ojeda, Vice President of Customer Service
Customer Contact
- Yatinkumar Patel, Founder
- Noel Snow, Executive Assistant
- Mr. Rogger Ojeda, Vice President of Customer Service
- Additional Contact Information
Phone Numbers
- (855) 956-2201Other Phone
- (855) 516-1090Other Phone
- (855) 956-2201
Customer Complaints
721 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
09/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On July 29, 2024, I used ****** Search to find a suitable hotel for one week. All of a sudden, a message popped up indicating that reservations.com offers the cheapest rate for a stay at ***************** in *******, *******, with a total amount of $1391.75. I assumed this was the Canadian Dollar, but when I checked my account, I found that they charged me $1,809.18 (from **) for the Hotel and $****** (from **) for the currency exchange fee. While they have already charged my card for a conversion rate of *********, above the market level. I went to the Hotel and canceled my reservation at 5:pm on July 29. I sent reservations.com an email the same day. However, they responded that the website is located in the ***, and they charge based on the USD. I responded how should I know that you are operating in the ** and your charges are based on that currency. I didn't use your website. I used ****** Search, and during the online payment, you didn't mention that the charges are based on USD. In addition, I wonder what is the additional charges of ****** CAN, while I have already charged through my credit card. I am requesting a full refund of ******** CAN for a service I never used and canceled on time (e.g., before 6 p.m.). I read BBB messages; I am not the only Canadian charged by reservations.com in this way, there are other complaints for the same matter.
Read MoreCustomer Reviews
249 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Cheryl W
1 star
09/25/2024
It is not clear what currency the rates are in. You need to know where the company is based AND know that you need to scroll all the way down to the very bottom of the entire website, locate the fine print where you can click to change the currency. At no point during the booking process or on the breakdown of fees does it indicate the currency until you get your confirmation via email when you've already been charged on your credit card. It's very arrogant to assume people know it's a US based company. When i sit at my Canadian address, using my Canadian IP, looking up **************** why would i assume the websites that pop up need to have the currency changed? Regardless, and this is the MOST IMPORTANT POINT, if this is an company that services internationally, it should be made more clear the currency that will be charged. It's not hard to include this since they make the effort to do so on the confirmation. Why then? It's too late then and it feels like a major misrepresentation in terms of the booking process. Side note, the fees are NOT discounted at all.
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