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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

    • 577 total complaints in the last 3 years.
    • 189 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:04/30/2024

      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.
      On April 5 my fiance booked a room with resertvations.com the way the website is set it up it gave no indication that we were booking in USD. After receiving his credit card he realized he was charged in USD, We then spoke to the hotel and had them print the receipt for the stay. They were paid the amount in CAD. So we were charged: $3575.03 and the hotel was paid $2550.48. I went back tothe website becasue they claimed you could change currency. When you first go on it gives no indication what the currency is you are looking at. We would naturally assume that being a ************** we were booking in Canadian dollars. I then scriolled ALL the way to the bottom in in fine print in grey I was able to find the change currency buton. This is deliberetly meant to fool customers into thinking they are booking in their local cuurency or the currency of the place they are booking. I want the diffence in price refunded to his credit card as they are just pocketing these funds for themselves. This is a scam.

      Business Response

      Date: 04/30/2024

      We have advised the customer via ************ regarding this matter, that the difference has been refunded as of 4/30/2024 via PayPal. 

      We have marked this case "closed"

      Customer Answer

      Date: 05/01/2024

       
      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

      Date:04/29/2024

      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 April 25, 2024, I mistakenly made a reservation for a hotel on the reservations.com website (reservation ************** because I thought I was on the original hotel site where I had recently made a different reservation. Immediately after I hit the "reserve" button, I realized my mistake and canceled the reservation. I received a notice that my full reservation was non-refundable, with an extra fee of $98.78, even though the reservation dates were not until August 12, 2024. I quickly called the customer support team and explained that I had made the reservation in error (I was specifically trying to make a reservation for rates that I could change because I was unsure of my final dates of travel). I was told my reservation was non-refundable, but they would escalate to their customer care department. I received an email (see attached) and was told they would not charge me for the cost of the non-refundable reservation, but I would still be billed the $98.78 fee.

      I reviewed my credit card statement today (4/29/24) and see that I have been billed by reservations.com for 3 separate amounts: $19.99, $98.78, and $183.67. (See attached screenshot). I am asking to receive a full refund of all amounts, as I received no clear and visible warning about the costly non-refundable fee, I canceled the reservation within 5 minutes of making it, and I explained the situation to them by phone immediately after that. I don't know why I have been charged the additional $19.99 or $183.67 (these don't match any of the amounts listed on the reservation that I'm aware of). The website seems intentionally unclear about the fees associated with booking with them, and charging a fee of nearly $100 for clicking a button on a website is exorbitant, especially given the 3-month lead time.

      Business Response

      Date: 04/30/2024

      We have refunded the service fee in the amount of $98.78 as a courtesy to the customer for the inconvenience.

      We have located a second reservation with the charges for room and taxes onto the same credit card. 

      We have emailed the customer regarding a either a cancellation for the second booking, or if the customer chooses to utilize the booking, we have offered a one time courtesy refund for the service fee for the second reservation. 

      We have asked the customer to respond to our email directly so that we may proceed. We await the customer's response. 

      Business Response

      Date: 05/02/2024

      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"

    • Initial Complaint

      Date:04/28/2024

      Type:Billing 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 October 27, 2023 I booked 5 rooms through Reservations.com with the understanding that I could cancel or modify my reservation before May 13 without penalty. I called the company to remove one room from the reservation. Now the company wants to charge me the fees again and the price of the rooms for 5 down to 4 went from 4.8K versus a new charge of 6.8K. The hotel could simply remove one room and provide a credit.The receipt specifically states:Cancellations or changes made before 05/13/2024 12:00 AM local hotel time will have no penalty.Cancellations or changes made after 05/13/2024 12:00 AM local hotel time are subject to a hotel fee of $1546.53

      Business Response

      Date: 05/02/2024

      We have offered a refund on behalf of Reservations.com.

      We have offered a partial refund to the customer via PayPal or by Check. We have emailed the customer directly regarding a partial refund, we kindly ask to respond to the email directly so that we may further proceed with a refund.

      Customer Answer

      Date: 05/09/2024

       
      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 as long as a check is received.  I stated that a would prefer a check and no response was received from the organization.  I am not certain that one will be sent.  I reserve the right to send another complaint if check not sent by the end of May.  I believe that this is ample time for Reservations.com to respond.

      Sincerely,

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

    • Initial Complaint

      Date:04/25/2024

      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.
      We went online and searched for ***********. The site indicated we were working directly with Comfort Inn. However it went to Reservations.com. I tried again to work directly with Comfort Inn. It said that Comfort Inn reservations were made through reservations.com. I believed them and booked our reservations. I did not want to work through a third party because the rooms and customer service is inferior compared to working directly with a business. Because of the language on the site, I was confident Comfort Inn was using Reservations.com as their own reservation source. Upon receiving our confirmation, it then showed it was a third party. It also indicated we could not change our reservation. When we arrived at the hotel, we asked the hotel if we could cancel our third night. They said it showed that we booked through Expedia and we should be able to cancel through Expedia. I called Expedia and they said, no, you had to call reservations.com. I called reservations.com and they refused to comply with the request. The entire experience was a scam. They presented themselves as direct representatives of Comfort Inn. They clearly are not. They said their system would not allow them to make any changes. So essentially, their customer service department is useless and their marketing of their service fraudulent. This should be investigated and reservations.com should be forced to use ethical business practices.

      Business Response

      Date: 04/26/2024

      We are unable to locate any information regarding the customer's reservation. We have emailed the customer regarding additional information. Please respond to the email directly so that we may further assist.

      Business Response

      Date: 04/26/2024

      We have emailed the customer asking to confirm that they wish to cancel the last night of their reservation. We will need the customer's explicit permission to further proceed.

      Please respond to the email directly so that we may proceed with our assistance regarding a cancellation of the last night and a refund.

      Business Response

      Date: 04/26/2024

      We have gotten approval from the hotel to cancel the last night of the reservation and have processed a refund for the last unused night of the reservation. All refunds can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution. With this information, we advise that the customer contact their financial institution with questions regarding processing and follow up.

      We have marked this case "closed"

    • Initial Complaint

      Date:04/22/2024

      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.
      I was given the number for Reservations.com instead of the hotel itself to book a hotel for a job interviews. I originally booked one night for two individuals and then came back to add a second night to one of the requests. Upon check in, the hotel didn't have any reservations for either individual for March 21st or 22nd. I had to re-book the hotel rooms myself in that moment. I called reservations.com on March 22nd to have them refund the stays as the hotel did not have it on file. Only two of the nights were refunded. I have since called them multiple times seeking the refund for the second night as, again, the hotel didn't even have the reservation on file to use. They give me different information each time. Today they told me that the refund was "in progress" and then that it was "denied." I have not received a single email from them and they tell me I just have to email the billing department. I have spent at least 4 hours on the phone with them total and have gotten nowhere. This business is the biggest SCAM I have ever encountered. I am being charged double for a room that was apparently never even booked with the hotel in the first place.

      Business Response

      Date: 04/22/2024

      We are unable to locate the customer's reservation with the information provided. We have emailed the customer directly regarding additional information. Please respond to the email directly so that we may further assist.

      Business Response

      Date: 04/23/2024

      The hotel has denied our request for a refund, and has charged for the reservation on their end.

      As a courtesy for the inconvenience the customer has experience, we have offered a refund via PayPal or Check on behalf of Reservations.com for a refund in full, which will include the service fee. Please note this refund will be on behalf of Reservations.com and not the hotel. 

      Please respond to the email directly so that we may further assist.

    • Initial Complaint

      Date:04/16/2024

      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.
      On April 16, 2024 about 8:05am, I mistakenly made the following reservation for the Four Points by ************************* is confirmed.Reservation Number: R406664997 Itinerary Number: ************* Check-in Date: Sunday, August 4, 2024 Check-out Date: Friday, August 9, 2024 Total: USD $2,346.32 (including taxes and fees) The website urges you to hurry hurry hurry and a ticking timer, so I input all my info so I would be ready to reserve. I thought I had put the window to the side to wait for confirmation from my husband on our trip. When I saw the confirmation email 15 minutes later that the reservation had gone through, I immediately called to cancel at 8:23am. **************** told me that my only option was to forfeit the whole amount and they would cancel my reservation! The website implies that the reservation is cancellable like a normal hotel with a link to "click here to cancel your reservation" and "call us any time for help." Only by clicking to further pages embedded in the website or when receiving the confirmation email, when it is too late, does the communication show that the reservation are non-refundable. The reservation page is misleading and designed to hurry you to make mistakes without any upfront warning this is irreversible without losing all your money.

      Business Response

      Date: 04/16/2024

      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 voided the transactions for the service fee, and thus this amount should not show onto the customer's account.

      Once again, we advise that the customer contact their financial institution with questions regarding processing and follow up. 

      We have marked this case "closed"

    • Initial Complaint

      Date:04/10/2024

      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 made a reservation through a dance company website and was directed to reservations.com where I made a reservation for TRU hotel. The dates were incorrect so I called reservations.com to modify, and they said I was not allowed to change the date. I was told instead to call what I thought was the hotel TRU directly, but apparently it was Expedia posing as the actual hotel. They assured me I could change the reservation, but never sent me any confirmation. I called back again for that confirmation, and they said everything was good but still did not send me the requested email confirmation. These conversations all happened around the beginning of 2024. Today I called the hotel (TRU) directly having still not received any confirmation from Expedia, and the hotel manager told me that both Expedia and Reservations.com use predatory practices to disguise their websites as the actual hotel's website. The manager at TRU was able to book me an entirely new reservation. Everyone I speak with at Reservations.com refuses to refund my original reservation, and when I called Expedia to request a cancellation/refund, they said they didnt have a reservation record on file, despite TRU seeing that modified reservation in their system. Since Expedia never sent me a confirmation of that modified reservation, I have no way to prove it other than the confirmation number in the hotel's systems that Expedia denies having a record of. I honestly don't know how is at fault here, Reservations.com or Expedia. The charge from Reservations.com was registered for the original, incorrect date that has already passed and not the modified date that Expedia supposedly booked for me.

      Business Response

      Date: 04/12/2024

      We have contacted ******************************************************, and have confirmed that the reservation was not cancelled and rebooked, but the reservation modified on the hotel's end for the new date requested by per the customer's request for ***** ******* for one night.

      Please note that all refunds 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"

    • Initial Complaint

      Date:04/06/2024

      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 placed a booking for a reservation for a hotel through this website, reservations.com on 04/05/24. I had realized I chose the wrong date as I was booking the hotel to stay near a hospital for a procedure. I immediately called the company within 3 minutes of booking, and requested to cancel for a refund to rebook. They told me that was not an option, and cancelled my reservation without my authorization and did not refund me. I also noticed I was charged in US dollars. Now I am out almost $250 and will not be receiving a hotel stay. This is a scam, and I want a refund as well as an apology from the company, especially given as this was for medical cause.

      Business Response

      Date: 04/08/2024

      All charges held by Reservations.com have been fully refunded at this time, and can take up to 7-10 business days 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.

      We have marked this case "closed"

      Customer Answer

      Date: 04/08/2024

       
      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

      Date:04/05/2024

      Type:Sales and Advertising 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 wanted to make a reservation for a hotel room in ******** for two nights for one person. I am legally blind and thought that was what I did. When the confirmation e-mail came, I found out the reservation was for 2 people for just one night. I immediately called them to fix the problem but they informed me that they could neither change the reservation nor refund my money. I do not believe I confirmed the reservation. I did on my call cancel the reservation an.

      Business Response

      Date: 04/06/2024

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

      Business Response

      Date: 04/08/2024

      All refunds held by Reservations.com have been fully refunded at this time and can take up to 7-10 business days to reflect back onto the card used during the time of booking depending on the customer's 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 Answer

      Date: 04/18/2024

      Thank you very much.  The problem has been resolved and I received a full refund.

      Customer Answer

      Date: 04/30/2024

      Thank you very much.  The problem has been resolved and I received a full refund.

    • Initial Complaint

      Date:04/04/2024

      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 have been a member of Choice Privileges for over 40 years. On November 22, I had to make a reservation Online with Choice Privileges, and I used Reservations.com. The reservation would not be needed until December 18, 2023. I would have to go to D.C., to Court. I would be taking the ******* I was told that I would be charged $19.95 extra, for their service, which I agreed to. The Court date was canceled before December 18, 2023, and I called and canceled the reservations. December 15, 2023, with ******************************** and Reservations.com. They both said that it was alright. January 11, 2024, I received and email from Reservations.com Customer Support with the following: Dear Valued Reservations.com Customer ===== "We would like to inform you that itinerary #********* has been successfully canceled as of 12/15/2023.Please be assured that as per the unique cancellation agreement, which was quoted to you at the time of booking, including non-refundable agreements, any applicable relevant taxes and fees you are eligible for per the agreement will be refunded to the card charged at the time of booking" January 11, 2024, I called reservations.com and was given a Refund Ticket # 1515 8253 January 10, 2024, the following email was sent by someone named ********. "Please be advised that your reservation is non-refundable, as a result full amount was charged when cancelled"Today, I still have not received my refund. I called and spoke to Customer Support at Choice Privileges and he attempted to get my refund and was told the following by Reservation.com,RESPONSE FROM RESERVATIONS.COM TO CHOICE PRIVILEGE: Choice Privilege cannot get my refund back, because it has been deposited into an account that is not accessible to Choice Privilege or anyone and cannot be disclosed.. Reservations.com is SCAMMING THE PUBLIC WITH THEIR USE OF THE ****** WHY THIS SHOULD BE MADE PUBLIC, SO THAT NO ONE WILL BE FOOLED LIKE ME. I AM SURE THAT I AM NOT THE ONLY ONE.

      Business Response

      Date: 04/05/2024

      All charges held by Reservations.com have been fully refunded at this time 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 Answer

      Date: 04/05/2024

       
      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,

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

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