ReservationDesk.com
Reviews and Complaints

We reserve a room, I told Michael (reservation) we are family of 8 including 2 seniors and I told him we need a connecting room. Guest what, hotel don't have an elevator and they put us in the second floor. And we don't got connecting room. Its a big lie and they are not honest. We pay more because he promised we are getting the connecting room.

I am a 73 year old veteran traveling with my wife who is almost 70 to see my son who is stationed in Germany. We encountered a long delay leaving O'Hara to Frankfort which caused us to miss our connection from Frankfort to Stuggart which is where my son is based. When trying to reach Expedia which is the company we used to book our original flight, we somehow ended up calling Reservation Desk. it was a terrible situation, we were on the plane and the flight crew would not allow us to get off the plane due to the fact that they did not know when we were leaving. It was very crazy, especially for us.
My phone was dying and we were running out of time. I finally got a strong enough signal and thought I was calling Expedia who we originally booked with but ended up talking with an agent at Reservation Desk. He did NOT identify himself as a Reservation Desk agent but led me to believe he was with Expedia and could fix our problem. Due to the delay, we only wanted one of our flights cancelled (from FRA to STU) and re-booked at a later date. However, he took advantage of the situation knowing that we were desperate and cancelled our flight back to the states from FRA. which was crazy and completely un-necessary as we are not coming home for another 10 days and there is and never was an issue with that flight. He told me that he would take care of everything and that I did not need to worry about a thing. Well, he did take care of it alright. He completely rebooked our return flight, which we never wanted and now we are paying way more than we started out. I called the customer service number and talked with another agent who told me "the flights have already been booked and there is nothing I can do". I responded and said that was not acceptable and that something needs to be done. I noticed in these websites Reservation Desk often responds and wants the customer to contact the "escalation team with a website (support @reservationdesk.com). Well, I did that and have heard nothing. Our original flight back to the states was a quick one. Now the Reservation Desk agent has us flying from FRA to Houston and after an almost 4 hour layover, we fly to STL. I just asked to be put back our original flight... that does not sound like a hard thing to do. So far, you have our money and the people I've talked with have not been willing to cooperate and help us get back on the original flight. While l'm not a big traveler, we all know flights change daily and they can be modified when required. I'd certainly like to think given the circumstances, someone from Reservation Desk would come to our aid. We will see. It is clear to me that you only have one goal in mind... to make as much money as possible and when asked to fix something they did, they put up a smoke screen and say"nothing can be done". This is not the type of company anyone wants to do business with. I'm hoping their support team will contact me but the clock is ticking. We all know in this day and age, every dollar counts... it certainly does with me!
I'm hopefully waiting!

I am a 91 year old woman, I planned a trip to Warrensburg to visit my friend in a nursing home there. Right after I booked a room, and I thought the plans were set, my friend called and told me we had to change the day. I called and tried to cancel the reservation, but was told it could not be cancelled. And I admit, it said on the website that it could not be cancelled, but I didn't think I would have to cancel. This was on Tuesday, October 22, and my friend changed it to Thursday, October 24. So I called and asked if I could change it to the 24th. They said No.
So I booked a room somewhere else. Since every hotel has raised their prices, it cost me almost $400 to drive to Warrensburg to visit my friend in a nursing home there. Is that the way you would treat your grandma?
Janice LeVan

On 2/2/2025 I booked two rooms at Southwinds Motel in Key West, FL through a website I believed was associated with them, ReservationDesk.com. The confirmation e-mail I received states "We have charged your credit card for the full payment of this reservation. Your booking is guaranteed and paid in full." The e-mail lists $191.56 as taxes and fees and a service charge of $17.99. When I arrived at the Southwinds Motel I was informed that I owed an additional $112.52 which included an Amenity Fee with sales tax and county tax. I immediately tried to contact ReservationsDesk.com at the number provided on the email, 800-434-1659 and ended up asking for a call back which their automated system assured would be forthcoming as soon as possible (as of today, 6/13/2025 I have not received a call). The motel was able to track down a different number which someone did answer. When I spoke with the representative from ReservationDesk.com he tried to tell me that the email they provided showed I would owe additional fees. When I informed I was holding a hard copy of the email and that no where did it contain what he was claiming, he tried to say the hard copy had not printed correctly. I have since retrieved the original electronic copy and, as I fully expected, it is identical to the hard copy. The verbiage at the end of the ReservationDesk.com email contains the following:
"TAXES & FEES
This charge includes estimated amounts the travel service provider (i.e. hotel, car rental company) pays for their taxes, and/or taxes that we pay, to taxing authorities on your booking (including but not limited to sales, occupancy, and value added tax). This amount may also include any amounts charged to us for resort fees, cleaning fees, and other fees and/or a fee we, the hotel supplier and/or the website you booked on, retain as part of the compensation for our and/or their services, which varies based on factors such as location, the amount, and how you booked."
Based on this statement in conjunction with the earlier statement that my booking was "paid in full" and the fact that ReservationDesk.com had already collected $191.56 in taxes and fees, I believe ReservationDesk.com should have paid the $112.52 that I had to pay to Southwinds Motel. The staff as Southwinds Motel stated to me that this situation arose because ReservationDesk.com is a third party and, had I booked directly with them, would have been included in the room rate.
In addition, ReservationDesk lists Utah as their place of business but the transaction details shows 1111 Expedia Group Way, WA 98119. I have to assume ReservationDesk is a part of Expedia?

My mom booked a hotel through you and she told you what city and state and you booked the wrong city and state. You charged her $573.79. We were going to a wedding and we go there and we didnt have a reservation. We had to pay for the hotel room. Did'nt have time to call to get fixed. I called the next day and spent 30 min on the phone. Your company said they would said we had a good case and you would send it to your support team. I gave you my mom info and my you said we didnt hear anything to call back. I called back and line is dead.

I was planning a trip to Country Inn & Suites by Radisson, Pigeon Forge South, TN. I told them about the dates from my itinerary, they booked the wrong dates got there didn't have a room ended up costing me a extra 190 dollars, got them on the phone the assured me they would reimburse me. started calling when i got back, they didn't even register the complaint, It took 4 calls to get the complaint registered, then got a e-mail saying they were not at fault and wouldn't reimburse me, hours on the phone and nothing done about problem. after they promised on the phone at the hotel they would.

​
Good morning,

I called the reservation desk this morning regarding the reservation I booked and paid for at the Howard Johnson in Thunder Bay for my sister in law Dori; see email below.

I understand that there is no refund for this reservation. What I requested was for the date to be changed as the highway for me to drive to Thunder Bay from my location is closed due to freezing rain.

I was informed that there is no refund for the reservation and I explained to the Agent that I wasn't looking for a refund but for the date to be amended to May 5th.

The Agent told me that amending the date is not an option. Where exactly does it say under your policies that a date can't be amended? It only says "non-refundable".

The Agent told me that my only option was to cancel the reservation and rebook it. This would have led me to be charged twice for the same reservation.

I would suggest that you amend your online policy that you send customers and for it to specifically state that not only is the room non refundable but that the reservation dates can't be amended.

I will certainly be making others aware of the poor quality customer service I received from your reservation desk and will book directly with Howard Johnson in Thunder Bay in the future.

Chantal Walterson
From: pgignacozzy
Sent: April 28, 2025 10:30 AM
To: [protected]@hotmail.com
Subject: FW: Booking Confirmation

Sent from my Galaxy
-------- Original message --------
From: Reservation Desk
Date: [protected]:03 a.m. (GMT-05:00)
To: [protected]@sympatico.ca
Subject: Booking Confirmation

Reservation Desk
Booking Confirmed!

Dori,

Your booking at Howard Johnson by Wyndham Thunder Bay for 2025-04-29 is confirmed. Find your reservation details and other helpful information below.

Have questions?

Give us a call at [protected].

Your Booking

 
Booking Itinerary Number

[protected]

Howard Johnson by Wyndham Thunder Bay

 
Address: 686 Memorial Ave, Thunder Bay, ON P7B3Z5

Phone: [protected]

Manage Booking
Booking Information

 
Check In: 2025-04-29 4:00 PM - anytime

Check Out: [protected]:00 AM

 
Reservation:

Room - 2 Queen

Room(s): 1

Night(s): 1

Guests:

Dori Gignac

Total Guests: 2

Subtotal: CAD 139.4

Taxes & Fees: CAD 43.27

Service Fee: CAD 17.99

 
 
Total: CAD 200.66

*We have charged your credit card for the full payment of this reservation. Your booking is guaranteed and paid in full.

*This transaction will show up as a charge from Priceline, our hotel partner. A service fee of CAD 17.99 is non-refundable. If you believe this booking to be the result of fraudulent activity, please contact [protected]

Payment Information

 
Chantal Walterson

Credit Card Type: Visa

Credit Card Number: 0313

Client Information

 
Dori Gignac

+[protected]

[protected]@sympatico.ca

Print
Cancellation Policy

 
This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Desk CA$17.99 fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.

COVID-19 will not qualify as an extenuating circumstance for cancellation purposes.

Hotel Policies

 
Extra-person charges may apply and vary depending on property policy
Government-issued photo identification and a credit card, debit card, or cash deposit may be required at check-in for incidental charges
Special requests are subject to availability upon check-in and may incur additional charges; special requests cannot be guaranteed
This property accepts credit cards and debit cards; cash is not accepted
This property affirms that it follows the cleaning and disinfection practices of Commitment to Clean (Choice)
Age Restriction

Guests under the age of 19 can only check in with a parent or official guardian.

For questions regarding our cancellation policy, please review our Frequently Asked Questions or call one of our friendly Reservation Desk agents at: [protected]

This email was sent to [protected]@sympatico.ca

This email was sent by: Reservation Desk, 4700 W Daybreak Parkway, Suite 100, South Jordan, UT 84009

You're receiving this mandatory informational email to notify you about your hotel booking.

© 2025 Reservation Desk, LLC. All rights reserved.

View in browser

Sitejabber

On 1/21/25 I called a phone number listed online advertising as a Hilton reservations agency. I requested reservations in Greenville, Alabama at a Hilton family hotel as I know there are several at that location. I was charged $151.25 and $17.99 for a hotel in another city that was not a Hilton hotel.

The English of the agent was so poor that I had no idea what he was saying. I'm sure the reservation recording noted my confusion and my request for him to repeat information. The recording will show the operator became short with me when I could not understand him. At the time the reservation was made I was driving in a snow storm. Doing business with an agent who is minimally proficient in the English language, both speaking and comprehension, is now being leveraged against me as I am being denied a refund.

The website I went to indicated I was being directed to a Hilton agent. I asked repeatedly to be placed at a Hilton family hotel. I'm certain the reservation recording shows that. The Sleep Inn in Evergreen, Alabama, where reservations were made, is in no way affiliated with Hilton family hotels. The agent lied repeatedly assuring me my charges were for a Hilton-affiliated hotel.

I am asking for a refund for charges due to the deceptive and predatory business practices of the company.

Don't book with these people. They took nearly $600 off me when I made a reservation on Oct. 3,2024 but cancelled the next day. due to a family emergency. The reservation was for three weeks later so they could have easily rented the room in that time. They also charged me tax and "hotel fees" on a room I never occupied. My credit card company is investigating but I'm also going to complain to the Attorney General in states where they take reservations. You should too if you have been scammed by these "alleged" thieves.

If you want to be scammed, book through them but please educate yourself and look for all the complaints against them for the similar scams.. Don't say I didn't warn you!

On Nov 30, 2024 we arrived at our reservation at Thriftlodge BY Wyndham Monction NB to fins the place was from the outside poor;y maintained, non welcomig and located in a less than desirable location of the City
When we went into the lobby we were greeted by a sign , "We will be back in 15 minutes". After a few minutes no amount of calling out for assistance resulted ain any person coming to the desk. After 15- 20 minutes and still no person at the desk we called and were able to make last minute accommodations at another hotel. Untikl the taxi arrive about 10 minutes late, still no one at desk.
Very poor reflection on the operation , want full refund of room and extra expenses incurred for our stay in Monction.
Would like a response to confirm you received this and will address this issue with minimal delay.
Thank you
Myra Egan
[protected]@gmail.com

This morning (Sept 9) at 8:46am I called to book a hotel room for an employee. After confirming available dates, I told the lady that I would call back after I made sure the reso dates and amounts were good with my employee, she was then horribly rude and definitely cost that hotel $2500.00 in bookings. She is definitely costing this service not only money but reputation. We would never recommend this service and she should not have a job

On May 15th I made reservations for Great Wolf Lodge Grand Mound.

The dates are July 26-28th. I was asking to change the dates to July 12-14, they said I could not change, and if I cancelled, I would lose my 970.79

This is insane, I am calling 2 months in advance, not 48 hours.

In no way I thought I was going through a 3rd party, I was on the GWL website

The lady on the phone obviously did not know her mic was on for I waited several minutes while listening to her breathing.

I will never use Reservation Desk again, I will call directly to the destination

I made a reservation with reservation desk for hotel room in Alaska believing that it was the reservation desk for the hotel because that was the way it looked on line. Right after making the reservation was notified of a change in flight info. cancelled the reservation withing 30 minutes of making the reservation. Called to see if I could get at least reimbursed for my reservation figuring they would possible only charge me the $15.00 service fee that was added to my bill but was told that because I did not take out the $91.00 refundable fee on top of the $ 476.09 total cost for the reservation, they could not refund the hotel cost of 460.00 because that was what was on the email. This seems like a scam to me. I would like the corporate office to at least look at this and at least give me my room cost of $364.00 the cost of the room charging me the total amount is ludicrous.

My friend and I booked a hotel for a concert we were going to (booked on 1/18/24). After thinking about how far away the hotel was we decided it wasn’t safe for us to stay there. When I tried to cancel the hotel room I realized I had accidentally booked through a third party. We called customer service (3/21/24)to cancel the hotel room. The lady was extremely rude. We told her the situation and the only response she gave was “no refund”. Nothing more than “no refund”. Then she tried to hang up on us! Horrible horrible horrible experience!

Agent doing the reservation for me quoted me $142 and I was charged 161 and $63 in taxes - what kind to tax rate are they charging? They also charged in a 16 dollar booking fee that I didn’t even know about until after I made the reservation which it was too late to get a refund. I called to make a complaint but John ID number 3137 was very unhelpful and didn’t help to resolve my issue at all. He also couldn’t explain the taxes. This company is a sham.

I made reservations on Thanksgiving, two rooms at the Hamptons. Yaz spent 45 minutes helping me find a room that was ADA (Americans with disabilities act) room, he was very kind, actually the nicest person involved in this ordeal. I was traveling with an ALS patient who absolutely needed an ADA room. My credit card information was captured and an email sent to confirm. The information for the room as per email did not specify ADA. We called the hotel and confirmed there had been no ADA rooms available throughout the holiday. Their policy was 48 hours notice, I understand that. It wasn't their mistake, and it is their policy I had never hung up the phone with Yaz and asked for a supervisor for a refund. I was told that I had to wait until the situation was reviewed, and that they would get back to me. I did receive a response, they offered to give me $94 for my inconvenience, and it would be mailed to me 7-10 days after receiving my physical address. I spoke with supervisor Ann who falls under the “They” category. Lol l kept hearing from other supervisors, Edwin, Amy, and Carol that this is what “they” have decided. So Ann gets on the phone and flat out tells me “This is all your gonna get” When l asked if they expected me to pay the nearly $400 balance she said Yes! When l asked who’s fault it was she said she wasn’t going to answer that. So really “they” don’t care about laws, this is not a question of semantics. First of all Bait and switch laws state you can’t sell one thing then deluver another. Second it should be illegal for booking companies to sell an ADA room and not deliver, or be held accountable.

On 11/11/2023 we checked into Best Western for a cheer competition. I had booked a suite 2 queen/separate sitting area with sofabedwhich i have listed on my receipt. i was given 2 double/sofa bed single room. I booked this online and clearly the picture shows a separate sitting area with sofabed. this is very deceptive and fraudulent as I paid for a separate sitting area and received one room. I am attaching a copy of my receipt from you people that clearly says 2 ROOMS . yet I got one cramped room and paid for the suite. I am very disappointed that i ended up speaking with 2 different people in other countries who couldnt understand what I was talking about. Shame on you for being such a fraudulent company. I am going to tell everyone I know not to book with you. This needs to be taken care of immediately. I should be able to book a hotel room in confidence thinking I am getting what I pay for without fear of it being deceptive and then to not be able to talk with someone in the US is shameful. I clearly was charged for the suite instead of the double bed room which was cheaper. It shouldnt matter whether I book online or with one of your non English speaking agents, You still very clearly got my reservation wrong.

I thought I was booking directly to the hotel I was making reservations for, then when I cancelled this booking I was told I would not get the $15.99 service fee credited to my charge card, how can you charge a service fee when I did the booking myself. You are a scam and I will be disputing this charge of $15.99 with my credit card company and letting them know you are a scammer. Itinerary #[protected]

Econo Lodge

On 10/15/2023 we checked into the room. The room was dirty. Had trash and was very dusty. I was insulted because of a phone call the front desk made when we had no more than cleared the door telling me I had to pay for the third person that we had in the room. I told them she was not staying. I wasn’t aware that you had to pay for visitors! To make a long story short, we took her home and we came back settled in. We had been there no more than 30 minutes when my friend found a roach crawling up the wall! When I investigated there were 25 to 30 roaches behind the refrigerator! I took pics and my friend took it to the front desk and was told to come back and get our refund. We didn’t get the full refund right then and there. We got the cash deposit for the dog. The deposit of $50 is suppose to be back on my card in 3 to 7 days. I was informed that I needed to contact the company that I got the motel room through. That would be you. The full refund was $97.18 minus the $15

It’s been over 2 months and the issue (wrong booking by the rep) is still not resolved, finally got through the escalation department, provided (per request) home address in order to send the check, $15.99 (undisclosed booking fee) was supposed to be refunded on the credit card, and not received anything to this date. This company is practicing a very shady and questionable business practices, they are no longer accredited business due to many unresolved customers complaints, and last rating with the Better Business Bureau is F. All complaints are very similar to mine, which is a failure to disclose the booking fees, impersonating the actual hotel employee booking, myself and others were 100% positive that they are booking with the hotel directly, I certainly didn’t seek out any booking company, I googled the Best Western hotel reservation like I had done before (same hotel several times) so they somehow insert themselves, and I actually hanged up the phone while booking but the rep immediately called me back. They are failing to disclose the Non Refund policy, they sent me a text right after booking, and absolutely refused to offer a solution.

This company impersonates the actual hotel booking,their reps should all get the Oscar awards, they conceal the information such as refund policy,service fee,extra taxes. They have F score with the Better Business Bureau,and therefore no longer accredited,due to many unresolved complaints. Their rep Rachel just today responded to my review saying that the escalation department had told her that they contacted me,and the resolution was offered. That’s a lie. Filing a complaint with attorney general,and looking to initiate a class action lawsuit.They are out of control.

On July 18, 2023 I made a booking with reservationdesk.com. Itinerary number [protected] Which at the time I did not realize was not the actual hotel website.

I wanted the reservation for July 28, 2023. When the person read me back the details they said August 27, and I corrected them. They said, oh yes July.

I also asked if my credit card would only be billed when I checked in, they said yes, that was false it was billed immediately. When I got my reservation confirmation I noticed it said August 28. I called back and asked them to give me a refund.

They said because the hotel had been paid directly and the hotel had a no refund policy they couldn’t issue me a refund, even though it was their error.

I asked for things to be escalated. They were, my phone call was reviewed and it was determined their agent was in the wrong and on July 20 I was told that a cheque would be issued for a refund. I was asked to provide my proper mailing address, which I did on July 20.

July 24- sent another email co firming they had received my information

July 27 - still no response from them sent another email confirming they had received my information

July 28- they responded saying they were reaching out to their finance team

July 31- they emailed me to let me know a cheque was going out that day and to give it 15 business days

August 30 - Still no cheque and it had been 20 business days. Wrote them another email trying to get more information

August 30- Called their customer line trying to get more information. The agent I spoke to said that the cheque had been mailed

August 30 - They emailed me back and said that the finance department just told them that the cheque wouldn’t be mailed out until the original check out date - which would have been August 29 (due to their error)

I wrote them back asking them to confirm if I should anticipate another 15 business day wait. I have not received any response from them at all at this point. I have all of my email records from them.

I really feel like this company is scamming people. Communication is poor, the person who is emailing me has no contact information in their email signature. At this point I don’t even know if they work there anymore.

I just want my money back that they said they would refund due to their error.

Wrong accommodation is booked, despite me telling rep exactly what is needed, also wasn’t notified that I would be charged $15.99 fee, this booking service represents itself as a hotel’s front desk representative. As soon as I found out about wrong reservation I immediately booked with the hotel directly ( no service fee) now those scammers giving me the run around about the refund and cancellation of this booking that I don’t need. Was told by the rep. Robert,that the refund takes 10 days,that time has gone… no refund, called today and another rep has no clue about anything. My booking # [protected],Best Western hotel, October 25-26. This reservation needs to be cancelled immediately,since as I mentioned I rectified situation and booked with hotel directly for the same date. $175.50 needs to be returned, or I am filing a complaints with every appropriate government and consumer affairs office and will contact my credit card.