Reservations.comReviews 3,021

Kept our money even though hotel agreed to switch booking date. BEWARE! Extremely disappointed w customer service

I booked one night through what I thought was the hotels direct website. I saw on my bank account 2 charges of $166.06 and 2 charges of $19.99 - I booked one room for 186.06 so ok but TWO charges. I called the number, again thinking I'm talking to the hotel reservation center. When they told me it was their "policy" to charge twice, I said to cancel. This still not sitting right, I found the number for the actual hotel. I called and explained the situation. They said unfortunately these sites are getting very good at mirroring their websites so you think you are booking directly. I called back the previous number shortly after because the cost of the room was already back on my account an hour or so later. The agent this time told me both $19.99 charges and both room charges would be refunded but it wouldn't show for 5-7 days. I said let me repeat what you said just so I know I am understanding correctly. I couldn't get 5 words out before I was cut off. I said I wanted to speak to a manager. A manager, Larry, gets on the line. Repeats what the agent had explained to him. I said I am just curious why I was charged twice. That's when he said, how do we know you are telling the truth. I was beside myself! I said, you are seriously accusing me of making this up when you guys are stealing from me. He said, take a screenshot of your statement, send it to our billing dept and they will take care of it. I told him how disgusting the service was between the 2 agents and him - not a single apology for 2 charges or we will look into it. Just give it 5-7 days. I did sent the info. I haven't heard back yet

We made a reservation late one evening and the terms did clearly state that regardless if we checked in or not we still got charged but we showed up to the hotel not even 30 minutes after making the reservation and learned that they didn't have any rooms available and now despite the fact that they didn't honor their end of the agreement they are wanting to give us a runaround on returning our money which in my eyes is theft by deception so I highly recommend not using this service unless you like doing business with a bunch of thieves

I am canadian and I booked a canadian motel from a canadian address, reservations. Com website charged me in USD (without their website advising that they were doing so). Once the motel was confirmed, they then sent me an email advising that the charges were in USD (even though this canadian was booking a room in Canada), and the receipt said that no refunds or cancellations would be accepted. I did not have time to wait by my computer to contact them because I had 600 kms to drive to get to motel, When I got to the motel, the manager said that reservations.com purchased the room from Expedia and that they could not do anything to help me. I stayed at the motel (no choice) and contacted reservations.com when I later got home. They refused to refund the difference between USD and CND dollars, so, I ended up paying approximately 80.00 more than if I had booked the room directly with the motel (or Expedia?)

ZERO REVIEWS...they send you all over the place to talk to nobody! YOU GET NO ANSWERS AND NO HELP! DO NOT BOOK WITH RESERVATIONS.COM!

A $250 a night room will be double and you will NOT know until you get your credit card bill that it is double the cost. Double! I've let my credit card know this is fraud.

Charges way more than the quoted price, and never mentioned the charges are in USD, never use this site

I thought I was on the hotel site - but this CROOKED company redirected me to their website and I booked without knowing it was not through the hotel until they had already charged my card! I have done business with them in the past by accident...and when I arrived to the hotel they did not have my reservation! This time I was booking out of the country and I am so afraid the same thing is going to happen again. DO NOT EVER USE RESERVATIONS.COM! THEY SHOULD NOT BE ALLOWED TO BE IN BUSINESS! THEY ARE TRULY OPERATING A CROOKED BUSINESS!

Do NOT book a reservation through Reservation.com. Absolutely unbelievable! I had to cancel a room reservation to find that I had supposedly chosen the "partially refundable" option (the site does NOT give you an option to choose between refundable/partially refundable/non-refundable) and upon booking I was already in a "penalty period". I booked that room on 2/23/2023 for a 3/18/2023 then cancelled on 3/6/2023 and was told that their penalty phase for that booking was that I needed to cancel before 6/21/2019. That is not a type-o, I would have had to cancel nearly 4 years BEFORE I made the reservation to not be in a "penalty" phase. The room was 137/night + fees and the non-refundable fee is $138/night (this was worse for me since I was booking 4 rooms...so I was charged $800 and got a refund of $200. Yes, I should have read all the details before booking. When I did call about it I was told that the refund policy was incorrect but there is nothing they could do as that is what I chose.

Do not go on this site. Got a $50 charge separate from hotel charge. No one ever tells you about it. Call hotel directly!

Entered hotel name on Google and was sent to this site. Made reservation which did not accept club coupon code and was more expensive. Tried to cancel but it was non-refundable. Did not receive the discount. I appreciate that I should have read the fine print, but they clearly are manipulative and devious in their approach. Scumbags all.

Do not get sucked into this site! They are a scam! They charge your credit card without showing all the charges. Ask for a refund and they will cancel your reservation and refund nothing at all!

I work as a front desk agent for a hotel. Every reservation from reservations.com has failed to come through to our reservation system on property. They are all prepaid, and the payment is non-refundable so when guests come into the hotel expecting a room, and we don't have their reservation or their money and we need to double charge them it is a major issue. I doubt the legality of the service, and if any third party booking site is a scam it's definitely this one. That as well as the complete lack in customer service leaving guests completely SOL. It's scammy to the guest who ends up paying more than they would otherwise using a legitimate service, and scammy to the hotel because such a significant cut of the rate is taken tht the hotel barely takes anything to the bank to show for all the trouble. This service will waste ON AVERAGE 90 MINS OF YOUR TIME resolving issues upon check in (some of which will never be fixed, unfortunately), so when booking take that into consideration for your schedule.

We booked and paid for 3 rooms at a Holiday Inn Express in Winston-Salem, NC. One for my wife and I and the other two for her sisters and husbands. Came to find out Reservations.com charged us twice what the hotel would have charged. Upon inquiry with Reservations.com they said that's what you agreed to and offered no credit whatsoever. My advice - deal directly with the hotel and buyer beware. I would discourage anyone from using this service.

I made reservations for volleyball tournament in Reno
At Atlantis Hotel, unfortunately the road was closed because the bad whether in California,
I been refund full amount regarding my booking
Thank you for doing that

I was on the hotels landing page starting my reservation on mobile and apparently a pop up happened without my realizing it. I own that I didn't read the fine print at that point, bc I've made dozens of hotel reservations and they're all pretty much the same. Once the charge instantly hit my card I realized there was a problem. I contacted reservations and they will not allow cancellation, booking date is 60+ days out. Let's be real, there can be exceptions on everything but they do not want to grant it.
Just be cautious when placing your bookings on browsers, my lesson is learned and their CS is horrid.