Complaints

This profile includes complaints for Reservations.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Reservations.com

  390 N Orange Ave STE 1605 Orlando, FL 32801-1675

• 

  Reservations.com

  85 Broad St # 29-106 New York, NY 10004-2434

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.

• Initial Complaint

  Date:04/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Yesterday, April 2, 2024, I mistakenly made a reservation for the Best Western in *******, ** on reservations.com for 2 nights in October 2024. I thought I was on the hotel website. It certainly looked and felt like the hotel website. When I saw that the email confirmation came from reservations.com, I immediately called and received an auto generated message that I should call back when the reservation was within 7 days away. I called back a little later and explained the situation. I was told in no uncertain terms that the reservation was non-refundable and I could not get my money back. Then I sent emails through the website and through the customer service email. I received a response that there is no grace ******* the nonrefundable rates are at a discount and I cannot get a refund. Well, a reservation directly through the hotel is $200 less and cancelable up to the night before the reservation. So much for the "discount".I was interested to see others have had the same experience. I agree reservations.com business practices are deceptive and the fact that there is no grace ****** for cancelation is totally unfair and disgraceful. Shame on them for duping customers. Any assistance from the BBB to obtain a refund would be greatly appreciated.

  Business Response

  Date: 04/04/2024

  We have written the customer regarding a cancellation and refund. Please respond to the email so that we may proceed with our assistance.

  Customer Answer

  Date: 04/04/2024

  I did receive an email from reservations.com.  It said they will work with the hotel to get a full refund, but I had to explicitly give them permissio to do so.  I will be satisfied with this response when I see the refund on my credit card.

   

  Business Response

  Date: 04/05/2024

  The hotel has denied our request for a cancellation and refund.

  We have offered the customer a refund for the full amount including the service fee, via PayPal or Check.

  We have emailed the customer asking for additional details so that we may issue a refund on behalf of Reservations.com. 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 with a refund. 

  Customer Answer

  Date: 04/30/2024

  I did receive an email from reservations.com.  It said they will work with the hotel to get a full refund, but I had to explicitly give them permissio to do so.  I will be satisfied with this response when I see the refund on my credit card.

  Business Response

  Date: 04/30/2024

  The hotel has denied our request for a cancellation and refund.

  We have offered the customer a refund for the full amount including the service fee, via PayPal or Check.

  We have emailed the customer asking for additional details so that we may issue a refund on behalf of Reservations.com. 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 with a refund.

  Customer Answer

  Date: 04/30/2024

   
  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:04/01/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 March 14, 2024, I was booking a hotel room at ******************* in ********, **. I was searching for rooms and thought I was on the hotel website, and booked. When I received the confirmation email a couple of minutes later, I realized I had been charged in US dollars, and had actually accidentally booked through a 3rd party - reservations.com, which charged way more than if Id booked with the hotel (I thought I was getting a deal). I called immediately to cancel the reservation, and was informed that the company would only refund a small portion (about $200USD) of the total amount - so I would still be charged over $500USD! Apparently this is due to their unique terms and conditions policy, which isnt clearly stated on the website when booking. I told them this was outrageous as I had realized the mistake instantly, and they finally said if the hotel was ok with cancellation, they would refund me. They said that would take a couple of days. Within a couple of hours I received an email saying they had contacted the hotel and couldnt refund me. I called the hotel the next morning to speak with the manager, and was told that reservations.com HADNT contacted them and from their perspective, there was no problem with issuing a refund. I wrote reservations.com immediately telling them that and they have not responded to me since - and have not issued the remaining refund. So out of $1,023.74 paid for the hotel and a $50.78 booking fee, Ive only received $229.81 back so far - I want the rest.

  Business Response

  Date: 04/02/2024

  We were able to confirm a cancellation with the hotel without penalty. With this information, we are able to refund the customer entirely. We have refunded the service fee as well for the inconvenience the customer has experienced.

  At this time, 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 Answer

  Date: 04/02/2024

   
  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. I look forward to receiving the full refund.  Thank you very much for your assistance!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  This business uses misleading practices like trying to pass as the hotel. I was trying to make a reservation at a hotel and i did not notice I was not at the genuine hotel website until I had been charged for the stay. Not only was I not informed of their no refund policy until it was way too late I called them immediately to seek a refund and was told that wasnt possible. They also charged me twice so i am losing twice the amount of money.I cant even confirm with the actual hotel if I have a reservation. It is standard policy in most hotels to allow a full refund if cancelling early. This place uses misleading advertising practices to steal the money of consumers.

  Business Response

  Date: 04/01/2024

  We have emailed the customer directly regarding a cancellation and refund. Please respond to the email directly so that we may proceed with our assistance. 

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21511921
  
  I am rejecting this response because:

  The business has sent me an email telling me if I wanted to cancel and refund and I replied that I did,but I have yet to receive the refunded amount. Until I receive the refunded amount,I cannot resolve this complaint.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/02/2024

  The hotel has approved a cancellation without penalty, and we were able to refund the customer fully for the reservation.

  We have cancelled the reservation and refunded the customer fully, including a refund of the service fee. All charges can take 7-10 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. 

  We have emailed the customer directly asking to confirm information regarding an additional charge. Please note, Reservations.com was only able to locate one booking under the customer's information with 1 charge for the room and taxes, and 1 charge for the service fee. We await the customer's response with information. 

  Business Response

  Date: 04/04/2024

  We have issued a refund for the full amount including the service fee as of 4/2/2024. All refunds can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution. We advise that the customer contact their financial institution what questions regarding processing and follow up.

  The customer has provided information showing two transactions that are currently "processing". Please note Reservations.com, was only able to locate one reservation with a charge for the room and another charge for the service fee, and both have been refunded as of 4/2/2024. We have informed the customer to contact their bank regarding processing time, and further details regarding processing time for the second pending-transaction to reflect off of the customer's account. Should the customer's bank need further details, we ask they contact us so that we can further assist.

  We have marked this case "closed"

  Business Response

  Date: 04/04/2024

  We have issued a refund for the full amount including the service fee as of 4/2/2024. All refunds can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution. We advise that the customer contact their financial institution what questions regarding processing and follow up.

  The customer has provided information showing two transactions that are currently "processing". Please note Reservations.com, was only able to locate one reservation with a charge for the room and another charge for the service fee, and both have been refunded as of 4/2/2024. We have informed the customer to contact their bank regarding processing time, and further details regarding processing time for the second pending-transaction to reflect off of the customer's account. Should the customer's bank need further details, we ask they contact us so that we can further assist.

  We have marked this case "closed"

  Customer Answer

  Date: 04/04/2024

   
  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:03/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 reservation on what I believe was on the Marriott **** Bridge website, was hit with a huge fee and had a terrible experience with a terrible room assignment as well as terrible experience with staff at Marriott due to booking through a 3rd party sight. This company has a bait and switch and no disclosure of ridiculous fees associated. Was placed in a handicap loud room in a terrible location, and ******** refused to help since it was booked through them. This company should be ashamed of themselves.

  Business Response

  Date: 04/02/2024

  We have contacted the hotel and have confirmed with ***** the ************ Manager has denied our request for a refund as the reservation was utilized, however noted that the customer was compensated $150.00 towards their restaurant bill during their stay. With this information, Reservation.com does not have the ability to issue any additional refunds regarding the room on behalf of the hotel. 
  
  As a gesture of good will, Reservations.com has refunded the service fee back to the customer as of 4/2/2024. All refunds can take up to 7-10 business days to reflect back onto the account depending on your financial institution.

   

  We have marked this case "closed"

• Initial Complaint

  Date:03/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 contacted what I thought was Hiltons reservations to make a reservation for Hampton Inn ****** for April 7-9. This is an especially popular set of dates due to the total solar eclipse occurring there on those dates. I made a reservation for two nights for $360.50. I received what appeared to be a legitimate confirmation email. My card was charged, which was unusual, but I assumed it was because of the special circumstances around the eclipse. The charge had HAMPTONINN in the name. I recently called the reservations number on the email to confirm the reservations. I was told that the reservations were confirmed, but that the front desk did not have them. I was told that the issue was escalated and I got a couple of emails to that effect. After no response for a day, I called again, and, I believe, called that after that, always getting the same response. It all sounded quite real. I even called again and asked what the phone line was and was told ******. I called the actual hotel and they had no knowledge of the reservations. In addition, because of the eclipse, they were charging about $500 per night now, and were doing so when I made my reservation. I and the hotel manager now realize Id been scammed. I would like a refund of my $360.50 dollars immediately, since I was given a reservation that is not valid and will not be honored by the hotel. If possible, something should also be done to shut this fraudulent site down, as they are operating under false pretenses of being Hilton Reservations.

  Business Response

  Date: 04/01/2024

  We have reviewed the information provided by the customer, and have determined that the reservation was not booked with Reservations.com. 

  We have emailed the customer informing that this reservation was booked through another booking company, and have provided the customer with contact information. 

  Please note due to security reasons, Reservations.com does not have the ability to assist with the reservation as it belongs to another travel agency. 

  We have provided a screenshot showing that the information does not belong to Reservations.com. We do advise the customer contact the correct booking agency for further assistance regarding a refund.

  We have marked this case "closed"

  Customer Answer

  Date: 04/01/2024

   
  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.
  

  I will file a new complaint with the company that Reservations.com has identified as the responsible party. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 3/7 I was attempting to find the total cost of rooms in Marriott ******* on what I thought was the hotel website, however it was Reservation.com. In order to get the full cost and to "reserve" the room I need to enter a credit card.I have done this previously on other sites, where the credit card does not get charged unless its within 48 to ***************************** most often after the stay. There was no warning on this website that this is not a reservation, its actually paying in advance for a future stay and credit card is being charged immediately. This information flashes on the screen at the end with no opportunity to cancel. As soon as I recieved the confirmation email, I emailed back and said this is not what I wanted and I got a response saying the "reservation" is non refundable. This defies the meaning of the word reservation. There can be a cancellation fee, but to say the entire stay in non refundable when that is not stated clearly at the begining is fraudulent. Hotels allows cancellation at no cost. This is a company who hides their logo and makes it seem like its a hotel website and then doesn't disclose that it is going to charge credit card immediately.

  Business Response

  Date: 03/26/2024

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

  Customer Answer

  Date: 03/26/2024

  I spoke to a representative from Expedia who has assured me that I will receive a full refund. I am awaiting confirmation email. 

  Business Response

  Date: 03/27/2024

  We have reviewed the charges with our Billing Team, and have been informed that the customer has initiated a chargeback for the Room and Taxes. Please note the customer's bank has resolved this customer-initiated dispute in favor of the customer. With this information, ********************** does not have the ability to issue any refunds for the room and tax. We have written the customer notifying of this information, and have advised for the customer to contact their financial institution with questions pertaining to the resolution of this chargeback.

  As a courtesy for the inconvenience, Reservations.com has issued a refund for the service fee and can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution.

  We have emailed the customer directly regarding this information, and do advise the customer to contact their financial institution with questions regarding processing, follow up, and any additional questions regarding the customer-initiated dispute.

  We have marked this case "closed"

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21484508
  
  I am rejecting this response because:  
  I spoke to a representative from Expedia who has assured me that I will receive a full refund. I am awaiting confirmation email. 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/04/2024

  We have reviewed the charges with our Billing Team, and have been informed that the customer has initiated a chargeback for the Room and Taxes. Please note the customer's bank has resolved this customer-initiated dispute in favor of the customer. With this information, ********************** does not have the ability to issue any refunds for the room and tax. We have written the customer notifying of this information, and have advised for the customer to contact their financial institution with questions pertaining to the resolution of this chargeback.
  
  As a courtesy for the inconvenience, Reservations.com has issued a refund for the service fee and can take up to 7-10 business days to reflect back onto the customer's account depending on their financial institution.
  
  We have emailed the customer directly regarding this information, and do advise the customer to contact their financial institution with questions regarding processing, follow up, and any additional questions regarding the customer-initiated dispute.
  
  We have marked this case "closed"

  Customer Answer

  Date: 04/04/2024

   
  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:03/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  As many others, I called a number (on Oct 3) thinking it was the Super 8 in *******, **. but it turned out to be Reservations.com. as I later found out. Girl spoke with an accent and very fast and eventually I heard her say, that will be $600 NON-REFUNDABLE (actual amount was over $600, but I dont remember the exact amount quoted) at which point I stopped her and told her that wouldnt work. So she said they had a sister motel down the street called the ****************** and that it would be $5?? And was REFUNDABLE. So I agreed. Having had some issues on the way, we arrived late around 11PM. We, my daughter and I, checked in and proceeded to the room. Sadly, it had a number of issues: beeping smoke detector with no batteries, deadbolt on outside door (only door in room) with large screws that could be pulled out with fingers, loose outlet covers, bathroom door falling apart, etc BUT the worst part was the COCKROACH that crawled down the wall and behind the headboard. THATS when we decided we would check out FIRST thing in the morning and find another motel. We went to the office the next morning and told the clerk we were going to have to leave and she said, Thats ok, it happens all the time. She went to the computer to get our paperwork and said we had booked through Reservations.com and would have to contact them, which we did. We were passed from one person to another. Finally, a lady named ****** said she would have to call the Motel. When she got back to us, she said she was told to call back when the manager was there. We never heard anything back from her. Called back again when we returned home but to no avail.I called the credit card company and they were looking into it. After the investigation, they said the motel THOUGHT we stayed the entire time. We went to the Super 8 and checked in. Receptionist there told me all their rooms were refundable within the motels set hours. (This was not what the person at Reservations.com told me.)

  Customer Answer

  Date: 03/26/2024

  This complaint was listed as a "repair" complaint, it is a "PURCHASE" complaint. I was charged for 3 nights that we did not stay. The condition of the room, where repairs were definitely needed, was the REASON we did not stay. 

  BUT the complaint was for the 3 nights we didn't stay that I had to pay for.  Reservations.com would not refund my money.

  Business Response

  Date: 03/27/2024

  We have contacted the hotel, and have been denied a refund at this time. The hotel has confirmed that no mention of the room's condition was brought to their attention, and have denied our request for a refund.

  With this information, we have advised the customer that ********************** has refunded the customer as of 11/28/2023 for a partial refund. We have confirmed with our accounting team that this amount has been disputed/chargeback, and we have advised the customer to contact their bank/financial institution with questions regarding this customer-initiated dispute/chargeback. 

  We have offered the customer a refund via PayPal or Check for the remaining amount. We have emailed the customer directly with the information provided, and are currently awaiting their response with the requested information. Please respond to the email directly so that we may further assist you regarding a refund.

   

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21482647
  
  I am rejecting this response because:

  This complaint was listed as a "repair" complaint, it is a "PURCHASE" complaint. I was charged for 3 nights that we did not stay. The condition of the room, where repairs were definitely needed, was the REASON we did not stay. 
  
  BUT the complaint was for the 3 nights we didn't stay that I had to pay for.  Reservations.com would not refund my money.

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/04/2024

  We were able to confirm a refund as of 11/28/2023. The customer has confirmed that they have initiated a dispute with their bank regarding the charges. Thus the refund has been unable to process at this time. 

  We have advised the customer that they will need to contact their financial institution regarding this customer-initiated dispute as they will be the point of contact regarding processing. Should their bank have any further questions, we ask that their bank contact us directly so that we are able to further assist.

  At this time, we have confirmed a refund via PayPal for the remaining amount including the service fee has been successfully processed to the customer as of 3/29/2024. 

  Once again, we are unable to further assist at this time as the customer has initiated a chargeback with their bank, and their bank will be the point of contact moving forward.

  We have marked this case "closed"

  Customer Answer

  Date: 04/10/2024

   
  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:03/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This company charged me for a booking that I did not schedule when contacted to report the fraud they told me my bank was wrong and that I am lying about the charge because it is impossible for me to have a charge if I did not make reservations. Unwilling to assist with the fraud charges and didn't ask any info on payment method used

  Business Response

  Date: 03/20/2024

  We are unable to locate any reservations with the information provided.

  We have emailed the customer directly requesting additional information to further assist locating these charges. Please respond to the email directly so that we may further assist.

   

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21459659
  
  I am rejecting this response because: The description on the charge lists your business name and contact number. I do not have a reservation because it is a fraudulent charge. When contacted 2 times your company told me my bank and I were incorrect because there is no reservation under my contact info. Considering it is fraud and I did not schedule anything for your service it would imply I wouldn't have a reservation under my name. Where do I send the info to? Simply stating that I send it to a website with no context of how to provide the info does not help.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 03/20/2024

  There has been no email delivered to the email address used to file the complaint. Please follow through with what you are stating you did to make something optional.

  Business Response

  Date: 03/26/2024

  We are unable to locate the customer's information with the information provided. We have written the customer asking for additional information as of 3/20/2024. We have provided the email for reference.

  Please note we have emailed the customer once again to the email that was provided through the Better Business Bureau.

  If the information provided is incorrect, we kindly ask to provide your email confirmation of your reservation showing the itinerary number to ************************** so that we may further assist.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21459659
  
  I am rejecting this response because: You say you supplied a response again yet the only email that was received was sated the 26th. You took almost a week to communicate and update any info and the only reason you did so is because I filed this complaint. From the point on the 18th when the charge was made you did nothing to help but repeat the same info. My bank ended up disputing the charge as fraud since you chose to provide no assistance. The description indicates I should only accept a response if it was satisfactory as an action from the company. I am declining this because your company did nothing. Your company misrepresented an email that was never sent, then sent the email over a week after you were contacted with the issue.You want to assist us deplorable and your response time of a week is unacceptable.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/28/2024

  We have emailed the customer twice asking for additional information with no response directly from the customer.

  Please note that we have emailed the customer a third time at the email address provided by the customer through the ********************** requesting additional information.

  Please note that we are unable to locate any charges with the customer's name and email address, and have asked for additional information from the customer so that we are able to investigate this matter further.

  Again, Please provide the requested information to "************************" so that we may further investigate this matter.

  Business Response

  Date: 04/01/2024

  As the customer has mentioned, they have reported the charges to their financial institution and we are unable to locate any charges nor information. At this time, we advise the customer to refer to their financial institution as they will be the point of contact moving forward regarding these charges. 

  We have requested this information to confirm that the charges were from "Reservations.com", and not another booking company. Please note that our request for additional information are in the interest of assisting the customer, and without it, we are unable to further investigate.

  Please note, we have emailed the customer as of 3/20/2024, 3/26/2024, 3/28/2024 and again on 4/1/2024 without any response from the customer. 

   

• Initial Complaint

  Date:03/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 February 15, 2024 I made made a room reservation through reservations.com. When booking I understood that if a cancelation were to happen, I would not receive the $42.38 service fee. Once the transaction was complete, I received an email stating the whole transaction was non-refundable, per their cancelation policy. Why do they not disclose that important piece of information at the time of the booking! Plans did change and I canceled the reservation THE SAME DAY. They will not refund any of the transaction, a total of $530.41. This amount includes the service charge and $488.03 for the cost of the room and taxes

  Business Response

  Date: 03/25/2024

  The hotel has denied a refund for the reservation.

  Reservations.com has offered a refund via check to the customer on behalf of **********************. The customer has accepted the offer.

  Once a check has been processed and mailed to the customer, we will notify the customer immediately via email. 

  Customer Answer

  Date: 03/25/2024

   
  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:03/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My browser pointed me to what appears to be some sort of fraudulent business. I thought I was making a hotel reservation on Hyatt's website, but for some reason it appears to have been a business called Reservation.com. I immediately realized something was wrong when ****** rejected adding the reservation to my calendar by notifying me that it was not a legitimate site. I immediately tried to cancel the transaction. The site would not let me do it, but provided a number to call.Upon calling them, I was told they can't cancel it, then they said they could try to cancel it, but would not refund my money. To which my response was "I'm calling you 2 mins into the transaction, which is still pending with my bank and if you are not providing me with my reservation, why will you not return my money". The rep then said they would escalate the issue and I would hear back in 5-10 business days. Within a couple of hours the business wrote back saying that they had informed the hotel to cancel, but could not refund my money.I called the hotel *************), in ******** **, and they told me they had received no reservation information for me and if they had, they could and definitely would cancel and return my money.In essence, the company "Reservation.com", did not make a booking for me as they claimed and have taken my money and will be selling the room to someone else in a scam scheme.Date of transaction: 3/13/2024 Amount paid to the business: $996.23 Business commitment: The business committed to booking a week long stay at *********************, ** Nature of Dispute: They have not provided it as evidenced by confirmation by hotel and have refused to return my money.Reservation Details Booking Status: CONFIRMED Reservation Number: R1592866512 Itinerary Number: ************* Check-in Date: Monday, April 22, 2024 Check-out Date: Friday, April 26, 2024

  Business Response

  Date: 03/14/2024

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