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:09/25/2025

  Type:Order 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 September 20th, I had reservations at a hotel for a wedding in ***************. Upon arrival, the hotel had a problem with the single use card provided by reservations.com and were not able to receive payment for my room, although I have confirmation from reservations.com that the reservation was paid for. After several calls to the reservations.com team and reassurance that the issue would be resolved within ***** hours, there has been no resolution and I am unable to get my money back from the double charge I received from the hotel. According to the reservations.com representative, this problem was due to a glitch in their system. Reservations.com was supposed to send an email to the hotel containing a new single use card so the hotel could get paid for the original reservation and refund my money from the double charge. None of this has happened nearly a week later even though reservations.com has received the information they asked for, including proof that the hotel charged me again for the same reservation along with the original confirmation of payment. This has been a terrible experience and I will go above and beyond to tell everyone who will listen never to book with reservations.com as they do not prioritize customer satisfaction nor make any efforts to rectify mistakes.

  Business Response

  Date: 09/26/2025

  Greetings,

  We are happy to inform you that we have reached out to the hotel and secured payment approval. The hotel has confirmed that they will be issuing the refund directly from their end. Please allow up to 710 business days for the amount to reflect back onto your account.

  
  For any questions regarding the initiation of this process, we recommend contacting the hotel directly, as they have processed the refund themselves. We also advise the customer to contact their bank for any additional questions regarding processing or follow-up..

   

  Thank you and I am happy we were able to assist you.

  Kindly,
  ******* ******

  Customer Answer

  Date: 09/28/2025

   
  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.
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:09/22/2025

  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.

  Made reservations to what I thought per web address was Holiday Inn. It was not. The phone was answered "reservations" so I thought it was ***. We made reservations for the *** in ****** VA on 9/16 for 9/30 one night for $177.57. Person read (with a strong non-English accent) a lot of words which I could not understand. We needed to cancel and they said they are refunding us $58 and change due to "penalty". They did not ID themselves. I called to speak to a supervisor and they hung up. I then found the number to *** ******** front desk and reserved the same kind of room $ 63 less. Number I called said it was a Falls Church VA # ************ I have received text from ************. The "Itinerary Number" is H12737587. I am still on the road. I will pursue the ************************* in ** if no progress is made when I get home as this should not be legal, thank you.

  Business Response

  Date: 09/22/2025

  Greetings,

  We have forwarded your concerns to our escalations team for further review. We ask for your patience during this time as any interference will delay your resolution. 

  Once we have received an update and resolution we will notify the Better Business Bureau and the Customer immediately.

   

  Thank you

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

  Customer Answer

  Date: 09/27/2025

   
  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:09/20/2025

  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.

  Booked a hotel room through Reservation desk and Paid in August for 29 Sept 2025 check out 30 Sept 2025. I call the Hotel on 18 Sept 205. The Hotel stated that there wasn't a Reservation in my name. However there was a reservation for a Primary guest ******* ******. I told the hotel my name was ******* ******. And I already paid for the room. They stated that no payment has been made under the name of ******* ****** for the reservation. The Hotel stated that if I arrived at the hotel I would have to pay for a room. The Hotel stated that I would have to contact Reservation Desk to correct the problem. When I contacted Reservation desk they stated they would have to send the issue to their escalation ***** I called back many times to correct the wrong name on the Reservation. Reservation Desk didn't correct the wrong name on the Reservation nor did they make a Payment for my Reservation to the Hotel. I called the Hotel and explained the issue at which time the Hotel would cancel the Reservation Under ******* ****** should the credit card wouldn't be charged for a no show charge. When I called Reservation desk and explain that the Hotel canceled the reservation under the Name ******* ******. I asked if Reservation desk could resubmit the Reservation under my name ******* ****** and pay for my Reservation I already paid. They stated that I would have to pay another ******. Reservation Desk stated that can't submit a new corrected Reservation in my name. I asked for a refund and cancel the ******. They said the are denying a refund

  Business Response

  Date: 09/22/2025

  Greetings, 

  We appreciate your feedback and want to clarify that you have reached R***************, not Reservation Desk. For further assistance with this matter, we recommend contacting Reservation Desk directly, as they will be able to review and address your request.

  Please note that due to privacy policies between Reservation Desk and their customers, ********************** is unable to access or manage these details.
  Should you need support with future travel arrangements, Reservations.com will be glad to assist.

  Kindly,

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

• Initial Complaint

  Date:09/19/2025

  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.

  Employee ran my debit card without confirming details and purchase price. When confronted he left me in hold for over an hour. When I called back the same day, Sept 5, 2025 after speaking to an employee and Supervisor I was advised my complaint had been send up to the appropriate team. I called back Sept 14th for an update and to speak with an supervisor. I never revieved a call back. I called back today, Sept 19th to get another update due to the initial supervisor stating it would take 7-10 business days to resolve starting Sept 5, 2025. During my phone conversation with a employee and supervisor on Sept 19, 2025 I was told my case did not get escalated until Sept 14th and was not sent up to by a supervisor or employee Sept 5, 2025 as I was told. My card was fraudulently ran without my permission or confirmation. I am seeking a full and immediate refund.

  Business Response

  Date: 09/22/2025

  Greetings Mr. ******************* appreciate your feedback and want to clarify that you have reached Reservations.com, not Reservation Desk. For further assistance with this matter, we recommend contacting Reservation Desk directly, as they will be able to review and address your request.
  
  Please note that due to privacy policies between Reservation Desk and their customers, ********************** is unable to access or manage these details.
  Should you need support with future travel arrangements, Reservations.com will be glad to assist.
  
  Kindly,
  
  ******* ******

   

• Initial Complaint

  Date:09/19/2025

  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 was trying to book a reservation on ********* for a wedding I have coming up next month in **********, ****. Somewhere along the lines I was transferred to this third party website that was impersonating the hyatt website. When booking it gave me one price for the room rate and taxes/fees but when I got the confirmation email the taxes/fees were higher. They doubled the ************ price from what it originally said. The nightly rate for the room was $153.00, I got the room for two nights which would be $306. Taxes in **** are 6% but they are trying to charge me $190.16 for "tax ***************** I originally reached out to the hotel because that is who I thought I booked directly through, only to be informed that I had booked through who they showed was Expedia. So this company is impersonating the ***** website and *******. Once I finally figured out who I was working with, I reached out to them for more information about what is included in this "tax **************** and asked for an itemized receipt. Taxes I have contacted them multiple times with an automated response email that my request will be reviewed with no further response. This website is a trap.

  Business Response

  Date: 09/19/2025

  Greetings,

  We have forwarded this matter to our escalations team for further review. We ask for your patience as they review this case carefully. Once they have provided us with a update and resolution, we will notify the Better Business Bureau and the customer immediately.

   

  Thank  you,

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

• Initial Complaint

  Date:09/15/2025

  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 September 2nd, I was searching for motels in *************, *****. I selected the Best Western and when I did, third party options appeared. I selected "Reservations .com" and processed to check out. Once payment was recorded, It appeared it was for a Best Western in *************, ********, not *****. I hit my back button and I had indeed selected Texas not ********. I immediately contacted Reservations help line and informed them that when I selected their link, it changed locations and I felt i should receive a 100% refund. Instead I was only refunded $38 out of a $147.98 charge. Had I selected the wrong state, I could understand. However, I feel they switched locations through clicking their link. Considering it was only a couple minutes after booking and something with their site, I should receive a 100% refund

  Business Response

  Date: 09/16/2025

  Greetings,

   

  We have forwarded this information to our escalations team. We ask for your patience during this time. Once we have received an update and resolution, we will notify the Better Business Bureau and the customer immediately.

  Thank you and we look forward to assisting you.

   

  Kindly,

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

  Customer Answer

  Date: 09/16/2025

   
  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:08/31/2025

  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.

  I was booking a hotel room at *********** in ******* ******. I clicked on the "official" site and called directly. But apparently it's a scam and it's "reservations.com". Anyways I called directly because of reviews and making sure Waterpark is included. I asked the guy on the phone multiple times "and this is WITH the Waterpark?" He said yes every time. Even making their phone number similar. I think these sites need to be held accountable. The hotel said my reservation was through expedia. I didn't even know that. I even asked the person on phone about giving him my membership number. Never once did he say anything about it not mattering. I can't even get points for my stay. This was wrong on so many levels.

  Business Response

  Date: 09/01/2025

  Greetings,

  I am happy to assist you. Please be advised, we are unable to locate the reservation with the information provided.

  To further assist you, please provide the email sent from Reservations.com with the reservation information provided from Reservations.com and send it to ******************************** This information will provided the necessary information we need to further assist you.

  Thank you

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

• Initial Complaint

  Date:08/28/2025

  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 wanted to make a reservation with a ************ directly for some reason I was directed to a third party when I thought it was the original Hotel as I wanted to book directly nowhere that it said that it was a third party I did the bookie and then I noticed a fee apart from the price that I paid for the room I canceled it getting communication with the company and they said that fee was none refundable I think the page was misleading trying to act like if you were directly making the reservation with the hotel

  Business Response

  Date: 08/28/2025

  Greetings,

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

  Thank you and I look forward to assisting you.

   

  Kindly,

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

  Customer Answer

  Date: 09/08/2025

  I try to follow up with the merchant and I send them the information they needed but apparently they can't find anything with that information I tried multiple times they're saying that that's a different company

• Initial Complaint

  Date:08/28/2025

  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.

  I would like to file a claim against a business that operates from Reservations.com. I was looking to book a stay in *********, ** for a group. I thought I was on the ********************** site booking a reservation, however I was actually booking through a third party, which was NOT clear. I only discovered that I hadn't booked directly through the hotel site when I researched the email address associated with the booking: *******************************************. Unbeknownst to me, while on the **************** site, I was redirected to this third party site. I was booking 4 rooms, 3 nights total. The nightly fee for each hotel room was $404.99. The total taxes noted were $210.00. After completing the transaction, I noticed the total amount was $7,387.84!!!! I immediately searched for a breakdown of the costs and noticed the taxes were $210.66 PER NIGHT, PER ROOM. What??!! This was very unclear upon booking and extremely misleading. Not only misleading but now non-refundable. How is a company able to get away with this deceptive practices? Its not even clear who the company was on the booking site. No name, no nothing...only an email of *******************************************. Thats it! All I could find on the bottom of the site was the following: Copyright ********* ****************************** I immediately called the hotel and canceled the reservation. I filed a case with my credit card company, to challenge the charges. I hadn't used any services, was mislead as to the cost and now am out $7,387.84. Reservations.com responded to the credit card company investigation stating the actions of the cardholder constitute "friendly fraud"....what does that even mean?? How am I, the consumer, being fraudulent? They go on to say the consumer "received the good and services made available." NO, we did not. Who has our money? Not the hotel...we cancelled the room and they emailed us a confirmation noting the cancellation and $0.00 for services.

  Business Response

  Date: 08/29/2025

  Greetings *** *******,

   

  After reviewing the provided information, we were able to confirm that you have booked your reservation with Reservation Stays and not Reservations.com. While both have "Reservations" in the name, neither company is related to each other.

  While we empathize with your concerns, we advise contacting the company you have booked your reservation through so that they may further assist you. Please be advised, Reservations.com does not have the ability to assist due to privacy reasons between Reservation Stays and the customer. Below is the contact information to Reservation Stays.

   

  Reservation Stays: ****************

   

  Thank you

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

• Initial Complaint

  Date:08/26/2025

  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.

  August ******* ******************************************* Reserved Dates: check-in Oct 20, Check-out Oct 23 Itinerary Number H12300254 Thought we were dealing directly with ******************* staff. Reservations.com agent, ****** misrepresented herself as working in the hotel as part of staff. We asked about the fees being so high and she claimed they were for the usual things like free parking, internet, cleaning, things that didn't make sense. We questioned her about cancellation policy. She assured us cancellation could take place up until the time we check in, which is not the Chatham Tides cancellation policy. She never said anything about the cancellation policy being unrefundable or that there was a cost for the "conditional refund protection". We did not know that until we received the reservation confirmation email and the email thanking us for purchasing refund protection. And we certainly did not choose the plan as stated in the email.We talked to reservations.com representatives and had this situation escalated to a resolution team. the only way they communicate is by email. We did get an email from Lodging Support saying Hotel Approved A Full Refund-Verbally. We emailed back a couple of times asking if cancellation was verified and when the charges would be removed from credit card. We received an email saying it was being reviewed. Eventually we received an email stating that our refund would be in the form of a voucher. We replied we were declining the voucher. We don't want to have anything to do with ***************. We just want the charges removed from our credit card and be done with this. if we accept the voucher we feel we will be subjected to the same practices employed on us if we went to use the voucher. We immediately tried to get this resolved as soon as we noticed things we were not aware of and didn't agree too on the bill and are asking that our money be refunded to our credit ********************* ********

  Customer Answer

  Date: 08/27/2025

  We received the attached email from reservations .com stating that our "reservation request" was being reviewed. Since the refund was supposedly being processed according to the August ******* email we don't understand why the need for further review. This seems like a delaying tactic. Is there something else we should be doing?

  Our response to them is also attached.

  Thank you,

  ******* and ****** ********

  Customer Answer

  Date: 08/28/2025

  Here is an email from reservations.com regarding our refund. We have also included our response.

  Thank you,

  ******* and ****** ********

  Business Response

  Date: 08/29/2025

  Greetings,

  We have forwarded this matter to our escalations team. Once they have provided us with additional information and the resolution, we will notify the customer and the ********************** immediately.

  Thank you for your patience and we look forward to assisting you!

   

  Kindly,

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

  Customer Answer

  Date: 08/29/2025

   
  Complaint: 23799730
  
  I am rejecting this response because: we have received two emails (8/13/2025, 8/28/2025) 
  from Reservations.com, both using almost the same exact words, telling us that the refund was being processed and could take up to 10 business days for the credit to appear on our statement. We were also told in both emails we would be getting a text message soon notifying us of the refund. To date we have never gotten a text message and the refund has not been credited to our account. Until the refund has been credited to our account (something that was promised twice) we will not be satisfied.

  We appreciate the BBB efforts.

  Sincerely,
  ******* And ****** ********

  Business Response

  Date: 09/02/2025

  Greetings,

   

  We have issued a full refund back to the customer as of 9/2/2025. All refunds can take up to 2-10 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.

  Thank you.

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

  Customer Answer

  Date: 09/03/2025

  Yesterday September 2, 2025 we received two text messages from Reservations.com telling us that our refund(s) have been processed. I have attached a screen shot of those two text messages for your information. We checked our credit card online statement and the charges have indeed been refunded. We weren't sure that was going to happen. We want you to know how grateful we are for the BBB and the work you have done to get our money back.

  Thank you very much.

  Sincerely,

  **** and ***** ********

  Business Response

  Date: 09/18/2025

  Greetings,

  Thank you for confirming you have received your refund. Should you have any further questions, please feel free to reach out to Reservations.com directly and a service agent will be happy to assist you.

   

  We have marked this case "Closed"

  Customer Answer

  Date: 09/23/2025

   
  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,
  
  ******* And ****** ********