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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

    • 593 total complaints in the last 3 years.
    • 200 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:08/19/2025

      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.
      On 08/06/2025, I called the local number for the hotel ******************** in *******,**, which automatically routed me to a call center. I specifically asked for a room with a hot tub/jacuzzi in the room. The reservation agent assured me that the room included this feature. Based on that confirmation, I provided my credit card and was charged $165.83.Within five minutes, I called back to confirm directly. A different agent contacted the hotel and verified that the room did not have a hot tub/jacuzzi. I then canceled the reservation immediately. However, only $52.84 has been refunded to **** have called several times and each time I am told the matter will take 10 days to resolve, but the remaining refund has not been issued. Since the reservation was based on misinformation from the booking agent and was canceled right away, I am requesting a full refund of the remaining balance ($112.99).

      Business Response

      Date: 08/21/2025

      Greetings Heather,

      I am happy to confirm that the remaining amount has been fully refunded as of 8/20/25. All refunds can take up to 2-10 business days to reflect back onto your account depending on your financial institution. We advise contacting your financial institution with questions regarding processing and follow up.

      With this information, Reservations.com holds no charges at this time.

       

      Kindly,

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

      Customer Answer

      Date: 08/21/2025

       
      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:08/18/2025

      Type:Order 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 did not request, nor want, insurance for this booking. I do not recall seeing it in the fine print and this is wrong to charge this. Please refund my card immediately

      Business Response

      Date: 08/19/2025

      Greetings,

      We are happy to inform the customer that we have issued a refund for the protection plan. Please allow up to 2-10 business days for this to reflect back onto your account depending on your financial institution. With this information, we do advise contacting your financial institution with questions regarding processing and follow up.

       

      Thank you

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

      Customer Answer

      Date: 08/19/2025

       
      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:08/13/2025

      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.
      Date of Transaction: March 10, 2025 Hotel stay at *************** in ****************, Wyomining for September ***** Reservation #: R727383451 Item #: ************* I have been attempting to cancel these reservations for the past 6 days but the phone #s listed are strictly for reservations, no cancellations. You are referred to ************************ but when reservation info is input it says no such reservations exists. This is said even though when I call and talk to a live agent they can access my reservation info, they are just unable to cancel. Is there nothing to be done? Am I just defrauded of $1333.36 with no recourse?

      Business Response

      Date: 08/18/2025

      Greetings Ms. ******************** have cancelled the reservation and are happy to confirm that a full refund has been issued to the card used during the time of booking. Please allow up to 2-10 business days for this 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.

      Thank you
      ******* ******

    • Initial Complaint

      Date:08/06/2025

      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.
      I called *********** to try to make a reservation on the evening of July 19 for that night. The person on the phone, who represented himself as being with Holiday Inn stated that the rate for the hotel would be $712. I thought that was ridiculous, but he said that was the rate, so I accepted it. When I checked out of the Holiday inn Pittsfield Mass the next day, they said their max rate for the rooms was $430 and that I was tricked into dealing with a 3rd party who was not affiliated with ***. I think it is not reasonable to expect a refund of the difference between the maximum rate by the hotel and the overcharge from this unscrupulous organization who misrepresented themselves as the hotel.

      Business Response

      Date: 08/08/2025

      Greetings Mr. *************** have provided this information to our escalations team for further review. I kindly ask for your patience during this time. Once I have been provided with the resolution, I will notify the customer and the ********************** immediately.

      Thank you and I look forward to assisting you.

       

      Kindly,

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

      Business Response

      Date: 08/08/2025

      Greetings Mr. ******************** you for your patience as our team reviewed this matter carefully. I am happy to inform you that we have issued a 20% refund back to the card used during the time of booking. 
      All refunds can take up to 2-10 business days to reflect back onto your bank statement. With this information, we advise contacting your financial institution with questions regarding processing and follow-up.

      Thank you

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

      Business Response

      Date: 08/19/2025

      Greetings,

      We understand the customer was demanding additional compensation, however after careful review, we do see that all information was expressed to the customer during the time of booking and agreed upon by the customer during the time of confirmation.

      We have contacted the hotel directly and have confirmed that the reservation was fully utilized by the customer.

      We have issued a 20% courtesy refund to the customer to the customer as of 8/8/25. With this information, no further compensation will be issued at this time. We have emailed the customer directly with this information. 

       

      Thank you

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

    • Initial Complaint

      Date:08/04/2025

      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.
      Today, I thought I was calling Holiday Inn and placing a reservation for September *****, 2025, in **********. Did not know it was a third party until my bank called about a fraud charge on my ***** When I pulled up the e-mail it was ***************. They billed me. Several times I asked questions like when is the deadline that I can cancel the reservation or making sure I would get my points because I am a **************** member. I did not know the reservation was non-refundable until reading the e-mail. I called Holiday Inn and found out I was not talking to them. They said ******* but it was not Expedia. I called *************** because the services have not been rendered and no one said they would be taking the money out on my card now. It is not right to lie and mislead the consumer. I asked about cancellation because it is for a birthday celebration and my daughter is flying in and that is why I asked about cancellation.Cancellation Policy-This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Desk $17.99 fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.COVID-19 will not qualify as an extenuating circumstance for cancellation purposes.

      Business Response

      Date: 08/05/2025

      Greetings Ms. *************** am happy to assist you. Please provide your itinerary number along with the email address associated with the reservation to *****************************************************.

      In addition, I kindly ask to provide a screenshot of the email sent showing the company name you booked with, as both names "Reservations.com" and "Reservations Desk" was mentioned in your escalation. Please be advised, while both share the word "Reservation" in their name, they are not affiliated with each other. Providing this information will help us better assist you.

      Thank you and I look forward to assisting you!

      Kindly,

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

    • Initial Complaint

      Date:08/03/2025

      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.
      Today on august 3rd i tried booking a reservation for hyatt hotel in ********************* through reservations.com after i submitted all my ***************** info it charged my card but stated there was a problem with payment & to call ***************** i called & i received no *********** kept sending me to customer service which was a switch board. I checked my bank ************ card was charged $208.55 THREE TIMES from reservations.com after that i received a text from ***************** saying Hi, its Bodhi, as we discussed, when you are ready to reserve, please feel free to call us back at ************** or check out ************************************* reservations.com is a SCAM. do not book through them i deserve my money back.

      Business Response

      Date: 08/04/2025

      Greetings,

      We have emailed the customer directly requesting additional information to better assist. We kindly ask that you provide all requested details so that we are able to further assist you with this matter.

      Thank you and we look forward to assisting you.

       

      Kindly,

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

    • Initial Complaint

      Date:07/25/2025

      Type:Service or Repair 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 tried booking a room on 7/22/2025. After I imputed my credit card, the website gave me a pop up saying the room was no longer available, so I did not follow through with the booking. Two hours later, my credit card was charged and I received a confirmation email from *************. This was for a different room than the one I selected. Ive contacted ************* for 4 days in a row. They keep saying they will call me back and they also gave me a fake email to send proof of the website pop-up that I received. Luckily I had taken a picture of this pop-up because it looked weird. I called the hotel as well and they did not have the booking in their system. This website is a complete scam. They are unwilling to refund me and have charged me for a room I did not book.

      Business Response

      Date: 07/25/2025

      Greetings Ms. ********************** be advised you have contacted Reservations.com and not *************. Although both have "Reserve" in the title, neither companies are affiliated with one another. 

      We ask to redirect this escalation with ************* as they will be your point-of-contact moving forward with this matter. Please note, Reservations.com does not have the ability to further assist due to privacy reasons between ************* and the customer. 

      Below is the website with the contact information to further assist you.

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

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

       

      Thank you,

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

      Customer Answer

      Date: 07/25/2025

       
      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.

    • Initial Complaint

      Date:07/21/2025

      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.
      I mistakenly booked a hotel room through ******************** when I searched the hotel on ******. It never warned of cancellation fees or policies. Two days later, I tried to cancel my reservation and they won't give me my money back. The upcoming stay is 4 days away and I cannot get a refund. They are scammers trying to take people's money posing as an actual booking site.

      Business Response

      Date: 07/21/2025

      Greetings,

      We have reviewed this information, and do see that the customer has informed that they have booked their reservation with Reservation Stays. Please be advised that the customer has reached out to Reservations.com and not Reservations Stays. Although both companies have the word "Reservation" in their name, both companies are not affiliated with each other.

      We ask that the customer redirect their concerns to Reservation Stays as they will be the point-of-contact regarding this matter. Please note that Reservations.com does not have the ability to further assist due to privacy reasons between Reservation Stays and the customer. We have provided the contact information to Reservation Stays for your reference.

      Reservation Stays:

      Phone: **************
      Email: ************************************************



      We hope this information assist you.

      Thank you
      ******* ******

      Business Response

      Date: 07/21/2025

      We have provided notes regarding the information provided. 

       

    • Initial Complaint

      Date:07/17/2025

      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 am writing to formally file a complaint regarding my hotel reservation made through your *************** Details:- Hotel Name: Swissotel ******** Makkah- Booking Date: December 27, 2024- Stay Dates: July 31, 2025 to August 1, 2025- Name on Reservation: [****** Sheiha]- Email/Phone used during booking: [********************************/**********]- Confirmation Number: [B_16672236]I contacted the hotel directly to confirm the reservation, but they informed me that **no booking exists under my name, confirmation number, or contact information**. I also tried to resolve the issue with your customer service multiple times, but the responses were unclear and the confirmation codes provided were not recognized by the hotel.This situation is extremely stressful and unprofessional. I demand a full refund of the amount I paid.I attatched all emails between me and the hotel as a proof.

      Business Response

      Date: 07/18/2025

      Greetings,

      I am happy to assist you. 

      Please be advised that the information provided does not match the reservations in our system. For further assistance, please provide the email that was originally sent to you during the time of booking with the following information below to Caitlin.******@Reservations.com. This information will further assist to help resolve this matter.

      -The name "****************" in title

      -The email address associated with the reservation

      -Itinerary number that was provided during the time of booking.

       

      A screen shot of this information will be acceptable, however we must have the information provided for further review.

       

      Kindly,

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

      Customer Answer

      Date: 07/18/2025

       
      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.
      And the attached screen shot indicates the name that I got the booking from [Reservationday] and they did not ask me a bout itinerary number during booking. 
      Sincerely,

      ****** Sheiha

      Customer Answer

      Date: 07/18/2025

      The attached photo is the rest of the email included the contact email and phone number of reservationday and this number I used to contact with them to solve this problem, but they did not do anything

      Customer Answer

      Date: 07/18/2025

      During the booking process on your website, I was never provided with an itinerary number or any clear reservation ID. I only received a confirmation email after booking.
      Please find my booking details below to help you locate it:
      Email used for booking: [********************************]
      Full name:  [****** Sheiha]
      Date of booking:  [12/27/2024]
      Hotel name and location:[Swissotel **************]

      Business Response

      Date: 07/18/2025

      Greetings,

      After further review, we were able to confirm that the reservation was booked with "Reservation Day" and not "Reservations.com.

      Although both companies have the word "Reservation" in the name, please be advise that both companies are not affiliated with each other. With this information, we advise that the customer contact Reservation Day for further assistance as they will be the point of contact for the customer. 

      Please note, ********************** does not have the ability to further assist due to privacy reasons between Reservation Day and the customer.

      Below is the contact information for Reservations.com. We kindly ask if the customer may redirect this escalation as this pertains to Reservation Day and not Reservations.com.

       

      Reservation Day Contact

      Phone: ***************

      Email: ********************************************

       

      We do hope this information assists you. 

       

      Kindly,

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

    • Initial Complaint

      Date:07/14/2025

      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 5/12/2025 I reserved a hotel reservation directly through the **************************** website that unknowingly routed me to Reservation **********. The reservation was from Saturday, July 19 - Monday, July 21, 2025. The total for the rooms was $610.00. Tax/Recovery charges/service fee was $270.48. Totaling: $880.48. On Monday, July 14, 2025, I called the hotel to cancel (due to illness) and hotel said they couldnt cancel because I booked through a 3rd party ( Priceline/Reservations **********) I called Reservations ********** they told me that in order to give me a refund they had to get permission from the hotel, but I had cancel the reservation first. So I agreed to cancel the reservation so that I could get a refund. Reservations.com said that the hotel declined my request for a refund and because I canceled, I lost all my money.

      Business Response

      Date: 07/16/2025

      Greetings Ms. ******************* have reviewed this information and have confirmed that you have booked your reservation with ******************* and not Reservations.com. Please be advised that while both companies have "Reservations" in their name, neither companies are affiliated with each other. 

      With this information, we advise contacting ******************* as they will be your point of contact regarding further assistance. Please note, Reservations.com does not have the ability to further assist due to privacy reasons between ******************* and the customer.

      Below we have provided the contact information to ******************* for your reference.

      Phone Number: +**************

      Email: ****************************************************

       

      We hope we were able to assist you with this information.

      Regards,

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

    Reservations.com is NOT a BBB Accredited Business.

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