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Important information

• Additional Info:

  BBB files indicate that this business has a pattern of complaints; consumers are reporting they are not made aware of certain fees the company charges in order to make a reservation through the site. Additionally, consumers have reported lack of transparency when it comes to going on what appears to be an actual hotel site, when in fact the site the consumers are on, is your business site duplicating information.
  
  On April 30, 2019 the business responded with the following response to their Pattern of Complaints.
  Reservations.com is willing to work with the BBB to identify and implement additional avenues for disclosure and clarity. To that end, starting in May 2019, we will work to identify additional places where were we can disclose the service fee more prominently, beyond the multiple places it is currently displayed. In addition, our call center scripts already include multiple prompts that disclose the existence of our service fee and its non-refundable nature prior to completing a booking. We will work with our call center to reinforce compliance with our existing policies. Although our existing disclosure structure is providing adequate notice to the vast majority of our customers, we are confident that the additional measures will provide customers with supplemental clarity on our fee structure. Starting on May 2019, we will make changes to the website so that the Reservations.com logo and brand is reinforced more prominently throughout the booking process. To that end, we are exploring ways to display the Reservations.com brand in additional places, above and beyond the multiple instances where it is currently displayed. Agents are already trained to disclose that a customer is speaking directly with Reservations.com. As a supplemental measure, we are assembling an additional training team to reinforce training and a quality assurance team to bolster compliance with existing policies.