ComplaintsforReservations.com

• Initial Complaint

  07/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I searched via ******* the Hotel Best Western ***************************** to book a room. The site that came up was reservations.com which I didnt realize. I believe reservations.com intentionally mimics the hotel site so the user thinks they are booking with the hotel directly. In other words they are scamming the consumer into thinking the site is the hotel website. I found a room, booked it (knowing that Best Western allows cancellations with full refund up to 24 hours in advance of the reservation date.). A confirmation email was sent by reservations.com and in this email they said the reservation fee of $240.00 ( the room was $180.00) was non refundable. This is the email that reservations.com refers to now when I cancelled the room and requested a full refund. This email was sent AFTER they took my payment. On the site, I do not recall any red flags about booking a room that was not refundable. Had I seen a statement regarding a non refundable payment, I would not have booked the room. One week before the reservation date I called to cancel. Reservations.com will cancel but will not refund my payment. I have been scammed. The site looked like the best western site, complete with photos of the exterior of the hotel. I recognized the photo because Ive stayed there before. I have tried to have my money refunded and so far they are stalling by forwarding my request to the billing ***** They say it will take up to 10 business days to receive a response. The email they sent me explained that my complaint and request for refund has been forwarded but the outcome does not guarantee a refund. My concern is that they will not refund my money and they will wait until AFTER the reservation date of July 20 and will then say its too late.

  Business response

  07/15/2024

  The hotel has denied our request for a refund and will stand by the cancellation policy that was agreed upon during the time of booking.

  Reservations.com has offered the customer a full refund including the service fee via PayPal as we only  have the option to refund in CAD through PayPal. Please respond to the email directly so that we may further assist you regarding a refund. Please note, this will be a refund on behalf of Reservations.com and not the hotel.

  Customer response

  07/15/2024

   
  Complaint: 21988243
  
  I am rejecting this response because: although reservations.com has agreed to refund the money,  they suggest the refund cannot be made to my credit card directly and that they require my PayPal account email address.  
  

  They processed the original payment directly to my credit card.  It makes no sense that they cant reverse the charge to my credit card.   I am happy to hear that a refund is eminent.  
  
  Sincerely,
  
  *****************************************

  Customer response

  07/15/2024

  Hi there,  I rejected the response from reservations.com because They said they could only refund the money via PayPal.  I will accept the offer if the refund via PayPal ends with a credit to my credit card via PayPal. 
  my PayPal email address is:  *********************************** 

  Business response

  07/18/2024

  We have received the customer's response and have provided this information to our billing team for further processing. We will notify the customer immediately once this has been issued.

  Business response

  07/22/2024

  The customer has been issued a full refund via PayPal as of 7/22/2024. We have emailed the customer directly regarding this information.

  We have marked this case "closed"

  Customer response

  07/23/2024

   
  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

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a local hotel through reservations as it was the site that popped up with some good deals, when booking the website never refreshed after clicking purchase/confirm on my room. I tried 2 times before finally getting a web confirmation. When I checked in that day I realized I had been charged 3 times for the exact same booking and room. I was told to contact reservations.com to have it refunded. After a week I was told the room is non refundable despite contacting them the same day to report the technical issues I was having.

  Business response

  07/08/2024

  The hotel has advised that they have charged for the reservation.

  At this time, we have offered the customer a refund via check. We have emailed the customer directly. Please respond to the email directly so that we may proceed with your refund.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Online this business offered refundable and nonrefundable reservation choices. Because the reservation was for October I chose refundable,. When the confirmation email was received,. it was nonrefundable. I was unable to get them to change the dates or refund my money unless I made a second reservation and then disputed the first. This is an underhanded business and is falsely advertising

  Business response

  07/05/2024

  Please note, Once a reservation has been confirmed, Reservations.com does not have the ability to modify dates.

  We have emailed the customer regarding a cancellation and refund. Please respond to the email directly so that we may further assist you regarding a refund.

  Customer response

  07/05/2024

   
  Complaint: 21943688
  
  I am rejecting this response because: they are still not offering a refund and their online form is still deceptive.
  
  Sincerely,
  
  ***********************

  Business response

  07/05/2024

  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

  07/18/2024

  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 response

  07/23/2024

   
  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

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called reservations.com regarding booking hotel accommodations. They made it out for me to believe I was calling the hotel directly in which I was calling a third party.I booked a two night stay at a hotel and was quoted ****** Canadian per night, all taxes and fees included in Canadian funds x2 which would total ******. The room booked was to be a gulf facing view. After all was booked, he asked for my credit card #. I stated that this was not the card I would be using and he confirmed it was only to hold the reservation and I would not be charged until my arrival. I again asked him the same question making sure my card would not be charged until arrival, he again confirmed. As soon as I got off the phone I immediately checked my online credit card statement and my card had been charged in full for almost $1000.00 more than originally quoted. This was my company credit card and I am restricted to use it for personal use!! Try explaining that to your boss. As it turned out, my room faced another condo, no water view at all. When we arrived at the hotel, the hotel manager stated she's dealt with this issue several times in the past and they way over charged what the hotel rates were.I have tried contacting this company through countless phone calls and emails, they tell me the case is closed, no resolution whatsoever. They've stolen and lied to me!

  Business response

  07/03/2024

  We have reviewed the screen shot provided by the customer through the **********************, and have confirmed that the customer has booked their reservation with Reservation Counter and not Reservations.com. Please note, this is another booking agency, and we do not have the ability to further assist the customer at this time. 

  We have emailed the customer with the contact information for Reservation Counter so that they may reach them regarding this matter. Please note, Reservations.com is unable to further assist regarding this matter due to securities reasons between Reservation Counter and the Customer.

  We kindly ask to close this case as this is the incorrect booking agency the customer is trying to contact.

  We have marked this case "closed"

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation for the Hyatt Regency Manchester **. As many others have noted, I thought I was booking directly with the hotel but instead, I was unknowingly routed through Reservations.com. When I needed to change the dates, I called the hotel only to be told that my reservation was made through a 3rd party (Reservations.com) and I would need to work with them. When I called Reservations.com, I was informed that this was non-refundable and there was nothing they could do! They would not discuss the matter further when I tried to reason with them. I am asking for assistance for a refund of $1256.75 (room reservation) and $112.42 (booking fee). Reservation # R1036346036

  Business response

  07/01/2024

  We have emailed the customer regarding a cancellation and refund. Please respond to the email directly so that we may further assist you regarding a cancellation and refund.

  Business response

  07/03/2024

  The hotel has denied a courtesy cancellation without penalty at this time, and will stand by the cancellation policy that was agreed upon during the time of booking.

  Reservations.com has offered a refund in the full amount including the service fee to the customer via check or PayPal. This will be a refund on behalf of Reservations.com and not the hotel.

  We have emailed the customer directly regarding this matter. Please respond to the email so that we may further assist you regarding a refund.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I unknowingly booked a hotel reservation on this third-party website, Reservations.com.It was the very first thing that popped up after I entered **************************** in the ****** search engine. It looked like the hotel website and listed the following link: *********************, with an "H as its logo.Reservations.com presents itself as a legitimate hotel website that confuses and deceives individuals. I thought I had made a reservation with the Hyatt Regency ************** at the Arch. However, when I arrived at the hotel, I asked to add another night, and the hotel representative told me they would have to process a separate reservation because my 5-night stay was booked through a third-party reservation company (listed as Expedia). I was confused, so I showed the representative my email confirmation, and they pointed out to me that the email was from Reservations.com and not the Hyatt Regency's reservations. Additionally, I was told that the company overcharged us for the nightly room rate (5 nights @ $1410), which comes out to approximately $282 a night) plus taxes and fees of$438.65 and a service fee of $****** for a total of $2010.80. Hyatt Regency only charged me $153.90 (+taxes and fees = $219.29) for the one additional night. After coming home and researching the company, I saw dozens of similar complaints. This company is presented as a legitimate hotel website rather than a third-party one.I want the BBB to intervene and assist me in receiving a refund of $914.35, the difference between what I paid Reservations.com and the Hyatt Regency's nightly rate (including taxes/fees).Calculation: $1848.65 - $1096.45 = $752.20 + ****** = $914.35 Hyatt Regency Room total for one night $219.29 ($153.90+taxes/fees) including taxes/fees (5 nights would have been $1096.45)Date of transaction: April 22, 2024 Total Amount paid: $2010.80 Reservation # R1527945591

  Business response

  06/27/2024

  We have emailed the customer directly for additional information regarding the hotel rates. We ask to respond to the email directly with the necessary information so that we may further investigate this matter. 

  Customer response

  06/27/2024

   
  Complaint: 21908728
  
  I am rejecting this response because:

  I have attached a copy of the one-night stay. The company deceived me into thinking that I
  was booking with the Hyatt Regency St ************ Arch. It is apparent by all of the
  complaints that this company is presenting itself as major hotels under ****** search and
  deceiving people knowingly. I deserve to be refunded for the difference in rates and the
  service fee by this company.
  
  Sincerely,
  
  *************************

  Business response

  06/28/2024

  We do do express that room rates fluctuate frequently, and rates may differ from the hotel's due to availability.

  We have offered the customer a refund for the requested amount via check. We have emailed the customer directly regarding this matter. Please respond to the email directly so that we may further assist.

  Business response

  07/03/2024

  We do do express that room rates fluctuate frequently, and rates may differ from the hotel's due to availability.

  We have offered the customer a refund for the requested amount via check. We have emailed the customer directly regarding this matter. Please respond to the email directly so that we may further assist.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to book a hotel in ******* ****. Was on the hotels main site (***********) and was looking at rooms. The room I was booking for 2 night was advertised at $242 a night. I finished my purchase and checked out and was billed over $900 with other fees, charges, insurances. Was upset and tried to cancel my room and get a refund in less than 12 hours after making the initial purchase. Was told I am only getting half my money back and nothing else. Very disappointed that a hotel would have third party bookers on their sites selling their rooms and then double the price of the room at time of checkout. Wanting a full refund for the amount of run around and time wasted to try to get an answer from anybody in regards to the matter.

  Business response

  06/26/2024

  We have reviewed the information provided through the Better Business Bureau, and have confirmed that the reservation was booked with HotelPlanner and not Reservations.com

  At this time, we advise that the customer contact HotelPlanner for further assistance as they will be the point of contact regarding this matter. Please note, Reservations.com does not have the ability to assist with this reservation due to privacy reasons concerning the customer and HotelPlanner. 

  We have emailed the customer directly regarding this matter, and have provided the customer with the contact information to HotelPlanner.

  We have marked this case "closed"

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This website pretends to be the hotel. 15 minutes after getting scammed into boking i realized my error. I called immediately when I received the confirmation to cancel and ask for a refund. I have been making daily calls and sending emails. I have been told by MANY different employees that a refund would be issued full. But every time a call I have to start over and the escalation team will be refunding the money in full and will be sending me confirmation. To date this has not happened and no refund was credited back to our account.This company is severely fraudulent. How do you get away with changing your URL to look like the actual hotel? You should be ashamed of yourselves lieing on prices. The cost was $400 higher than the hotel and now you are not refunding timely but took our money.in a few minutes.

  Business response

  06/26/2024

  We are unable to locate the reservation with the provided information.

  We have emailed the customer directly regarding additional information so that we may further assist.

  Business response

  06/26/2024

  We have reviewed the information provided through the Better Business Bureau, and have confirmed that the reservation was booked with HotelPlanner and not Reservations.com

  At this time, we advise that the customer contact HotelPlanner for further assistance as they will be the point of contact regarding this matter. Please note, Reservations.com does not have the ability to assist with this reservation due to privacy reasons concerning the customer and HotelPlanner. 

  We have emailed the customer directly regarding this matter, and have provided the customer with the contact information to HotelPlanner.

  
  We have marked this case "closed"

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 6/14/2024 I was trying to cancel a reservation that I made the day prior. When I went online to cancel the reservation, I followed the prompts that asked for my information. I then after verifying the information and that it was correct, I clicked on email reservation, it then sent me an email confirming my reservation that I saw come through. I was trying to cancel so I ended up calling to cancel my reservation. I was able to cancel in time for a refund. When checking my bank statements, I realized I had been charged twice. When emailing the support team they said they had two reservations for me. I then realized the email saying I confirmed my reservation when I was trying to cancel my initial reservation was for a NEW reservation. There was nothing on the site that led me to believe I would be charged again just for verifying my original reservation. They are now telling me there is nothing they can do, even though it was an erroneous reservation made by me attempting to cancel a reservation. I got an email on 6/13 about the original reservation and 6/14 right before I cancelled my original reservation. I did not check the reservation numbers, as it did not make sense to me that it would be another reservation created.

  Business response

  06/26/2024

  We have confirmed that a refund for the Itinerary #***-11032028 was unable to be processed as of 6/15/2024 due to a technical error on our end. We have confirmed with our billing team that a full refund including the service fee has been issued as of 6/26/2024. All refunds can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution.

  We have confirmed with the hotel that Itinerary #***-11032036 was fully charged by the hotel, and they will stand by the cancellation. As a courtesy for the inconvenience the customer has experienced, we have offered a full refund to the customer via PayPal or Check on behalf of **********************. 

  We have emailed the customer directly regarding this information and are currently awaiting the customer's reply. 

  Customer response

  06/26/2024

   
  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

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a hotel in ********** *******. The amount quoted was much lower than the $756.62 charged to my MasterCard as it was in US funds. This was not disclosed. Also was told I could cancel up to the date of arrival with a full refund. I cancelled June 8 for my trip June 11 and have not received my money back. Have called several times and told I will receive money but have not. Also the money was not supposed to be taken from my account until the day of my arrival June 11. It was taken days before. I am a senior on limited budget and cannot afford to lose this money.

  Business response

  06/21/2024

  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 response

  06/23/2024

   
  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,
  
  ***************************

*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. ↩