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1.8 120 Reviews

ReservationDesk.com Complaints Summary

24 Resolved
96 Unresolved
Our verdict: When using services from ReservationDesk.com with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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ReservationDesk.com reviews & complaints 120

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ReservationDesk.com Reservation and charges

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.

Claimed loss: $100

Desired outcome: I want my money back - maybe even a complete refund due to their shotty business practices

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ReservationDesk.com - Nearly $400

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...

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ReservationDesk.com - Wrong booking

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...

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ReservationDesk.com Deceiving me by thinking I was booking directly to the hotel

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]

Claimed loss: $15,99

Desired outcome: I want the $15.99 scam of a charge for service fee credited to my credit card.

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ReservationDesk.com - Motel booked. Econo Lodge Norton Virginia

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...

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ReservationDesk.com - Hotel reservation

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...

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ReservationDesk.com Reservation desk part of travel pass group

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.

Desired outcome: They need to cancel ( as promised) my hotel reservation,it was wrong,and I had booked directly with the hotel,and return $175 total charge ( 15.99 service fee included) My reservation # [protected]

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Update by Olga Dobrynina
Oct 05, 2023 8:53 am EDT

I have never received the email from your customer service,nor was I offered any assistance or solutions,may I remind you that it’s your rep who had made the incorrect booking. It’s been over 2 months now,you promised that someone would be calling,or emailed- not true, otherwise I wouldn’t be pursuing the issue,it’s just common sense. I had an answer from your escalation dept once, and I was actually asked for my home address in order to send the refund ( I provided) but this refund failed to materialize. Please explain what is going on.

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ReservationDesk.com - Reservation made for incorrect date by agent - refund requested

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...

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ReservationDesk.com Wrong booking by the rep

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.

Desired outcome: $175.50 refunded

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Update by Olga Dobrynina
Oct 05, 2023 9:02 am EDT

Rachael,it’s been over two months and I still have not received the refund even though I was promised one by your escalation department person, and I provided my home address by his request. It was at least two weeks ago, I am at the loos, the only thing that I can think of is that you have received a inquiry from my credit card company, and have the issue with that? But what choice did I have when it’s been going on since the end of August,as soon as I booked and 2-3 days later found out that it’s wrong purely by my anxiety/ depression issues,I am taking proscribed medication for the 15+ years and always double checking everything,and this caused me much unnecessary stress. Please ask your escalation department person what is the problem? I appreciate you, you are the only person that actually responds.

Update by Olga Dobrynina
Sep 06, 2023 1:19 pm EDT

I did not received my refund. Do you not understand that it’s your rep who has made a mistake? And don’t you have legal duty to inform the customers that you are charging twice the tax amount, and a service charge? That should be the first thing out of your representative’s mouth. Again, my booking # is [protected], Best Western hotel,total charged $175.50, check in October 25-26 Cancel this NOW, stop giving a customer a run around,I will not go away, but you will get yourself in a legal trouble, way to many customers complaining about the same thing.

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ReservationDesk.com - Hotel reservation

I made a reservation at Best Western Plus Marina Gateway Hotel in National City California for the dates of August 20-22, 2023. The itinerary number is [protected]. A hurricane and tropical storm was happening the weekend we were planning to travel. On Friday, August 18 I started the process of trying to change the dates of my hotel reservation. I contacted...

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ReservationDesk.com - Reservations quote and service

I initially booked the Inn for 14-18 June 2023. The Rep I thought was Priceline turned out to be reservation desk which I thought was Priceline. The quoted price per night was $225.00 per night. I received the email which the cost was higher and a reservation fee was also added to the card. The call was full of noise as people are talking and laughing in...

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ReservationDesk.com reservation service

I got on this site, thinking it was the hotel's site, and made a reservation less than an hour ago (as of writing this). When I realized it had automatically made the reservation for 2 adults, instead of 1, and that I was being charged for the extra adult, I tried to cancel my reservation (it says free cancellation until today), so I could re-do it. When I realized I was going to be charged a $16 service fee for my "free cancellation", I tried to call. Was on hold for quite a while. Called back and got someone who passed me off to someone else to help me and was told it was "impossible" (to change the reservation from 2 adults to 1). I asked for a supervisor and have been on hold ever since.

Desired outcome: Change the reservation to 1 adult and remove any fees, costs etc for the extra person.

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Olga Dobrynina
, US
Sep 05, 2023 8:54 pm EDT

Rachael, I see that your response is the same that you gave me ( booking # [protected]) yet no one has contacted me about the mistake that your rep made with my booking. 10 days promised for the refund has gone,called today your cancellation department and the rep has no clue,is this a scam? What’s going on?

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ReservationDesk.com Hotel reservation

I made a reservation with ReservationDesk.com because I was looking for a better rate than going direct to the hotel.

ReservationDesk charged me $543. for a one night stay at the Marriott Downtown on Michigan Ave. in Chicago for July 27.

I trusted them and assumed this was lower than what I would have received going directly to the hotel.

Boy, was I WRONG!

I discovered the standard rate, had I simply contacted the hotel was $395/night.

The rate ReservationDesk charged me was $148 higher than the standard published rate by the hotel.

When I contacted ReservationDesk.com and asked what they purport to be the benefits of using their company them they said, "To provide better rates than going direct because we buy in bulk."

I told them that' was exactly what I thought it was supposed to be and had trusted them to do.

Sadly, it was the OPPOSITE! I should have not trusted their claim contacted the hotel website directly before reaching out to them.

I asked for a refund of the difference to match the published rate but they flat-out laughed and hung up.

Who ever heard of a third-party travel vendor being MORE expensive than the standard hotel direct published rate by a whopping $148 additional?

Don't use them.

- Stephen

Reservation# [protected]

Desired outcome: Refund of the difference between the fee charged by ReservationDesk.com and the hotel's standard published rate.

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ReservationDesk.com Non-refundable reservation

Like most customers who are duped into using this "service" I was tricked into believing that I was making a reservation through the Hampton Inn's website and ended up falling into Reservation Desk's scam. When I contacted the hotel to check my reservation, they could not find it, so I booked a second time, this time going through the actual hotel. I contacted ReservationDesk to cancel the first reservation, and said they would charge me a $480.00 cancellation fee, despite it being weeks before the hotel was going to be used. The customer service person then "confirmed" my reservation at the hotel, who I then called. The hotel only had one reservation still, which is the one that I had made myself.

The hotel later called me back and said that they found the reservation from Reservation Desk, and cancelled it for me, with no fees. When I contacted ReservationDesk back, the customer service department said that they needed the name and title of the person at the hotel who cancelled my reservation to confirm that they would cancel without fees. I provided them with the information, and they said they would be contacting me in 5-10 business days.

While waiting for the 5-10 business days, I went to the hotel on the reservation I had made myself, and when I got back I contacted the company to ask the status. They then told me that they needed a signed document from the hotel to give their "provider" booking.com to allow a refund.

When talking to a supervisor at ReservationDesk's customer service desk, and asked why they did not require me to get something in writing from the hotel the first time, he admitted that the customer service employee had made a mistake, but the provider needed a written document from the hotel now. When I suggested that I contact Booking.com, the customer service supervisor became angry, and told me not to contact them, because they could not help me.

Overall, I have spent about 6 hours either on hold or on the phone with ReservationDesk, not including calling hotels, other third-party booking sites, and filling out a complaint with my State's Attorney General. The entire time the customer service reps have made me jump through hoops and accused me of lying, even writing down fabrications of what I said on their call log.

Rachel H. or the automated customer service rep who replies to these complains is no help either. The best thing to do is contact your attorney general as several other states have done, after being sued by the Federal Trade Commission. https://www.mondaq.com/unitedstates/hotels-hospitality/665678/ftc-reservation-agencies-settle-charge-disclosure-lawsuit

Not to mention that despite what ReservationDesk.com claims, the Federal Trade Commission warns people not to use their site, as a "travel scam" as a third-party booking site that uses other third-party booking sites to make reservations isn't a good business model unless you are running a scam.

Desired outcome: Please Refund

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Update by K M Huff
Aug 23, 2023 4:02 pm EDT

This complaint was resolved, by my credit card company of all people. I disputed the charge with my credit card company shortly after I was made aware that Reservation Desk had defrauded me, and USAA was able to somehow get the money back. So, for all the other people defrauded and robbed by Reservation Desk or Reservation Counter, this is an option.

I do like all these responses from the company though:

"Dear Customer, sorry we stole your money. We are thieves, so that is kind of what we do. We have stolen money from thousands of customers like you, as our business model is based on tricking customers into using our site. There is no reason to ever use our website to book hotels, because it is easier to actually contact the hotel directly than to use our fraudulent service, and the hotel will provide you with a reservation, rather than just stealing your money."

Update by K M Huff
Jul 24, 2023 12:37 pm EDT

My complaint is still unresolved. This company does nothing but cheat, lie, steal and deceive. They are not one of the most recognized names in travel, because if people knew who they were dealing with they would avoid them. I do not think that anyone who has done business with them will ever do business with them again, willingly. Their entire business model is based off theft, because it makes no sense otherwise.

Other third-party booking sites at least provide some kind of extra service like bundling hotels with rental cars or plane tickets. These people provide a redundant service. In the time it takes to accidentally use their website, you can easily do it all yourself. Contact the hotel directly, make your own reservation. Not only is it easier to do yourself, but you can do it better than they can. Because complaints are littered about them not following through after you have paid them money. They book the wrong hotel, fail to book entirely, like in my case, over charge credit cards, or add additional fees. Once they have your money, it does not matter, they will not give it back. The only thing that they do to make them partially legitimate is that occasionally, they actually book a hotel correctly, and nobody notices the extra $16.00 they tack on, or they fall for the ruse that it was the hotel, or the third-party booking site they used who made the mistake.

Tell me, in what other industry can you pay for a good or service, not receive a good or service, and the company not provide you with your money back? Tell me in what industry, does a 4th party system even make good business sense. The 3rd party acts as a middleman between the merchant and provider and the customer, but why would you need an additional group, that uses that same middleman, who essentially does everything except take the money?

I feel like I am dealing with a fraudulent Nigerian Prince scammer than a legitimate business. How has the State of Utah not raided this place and put this scam out of business yet?

Update by K M Huff
Jul 18, 2023 10:26 am EDT

If you want to see more of how Reservation Desk treats is customers, just read over the Federal Trade Commission case. It looks like they are still up to their old tricks.

"Utah-based third-party hotel room resellers have settled Federal Trade Commission charges that they misled consumers through ads, webpages, and call centers that led consumers to mistakenly believe they were reserving the rooms directly from the hotel, and failed to adequately tell consumers that their credit cards would be charged immediately, rather than after they arrived at the hotel. This case is part of the agency’s ongoing efforts to ensure consumers receive accurate information in connection with booking hotels so they can make informed choices."

https://www.ftc.gov/news-events/news/press-releases/2017/12/hotel-room-resellers-settle-ftc-charges-they-misled-consumers

"Consumers have suffered and will continue to suffer substantial injury as a result

of Defendants’ violations of the FTC Act. In addition, Defendants have been unjustly enriched

as a result of their unlawful acts or practices. Absent injunctive relief by this Court, Defendants

are likely to continue to injure consumers, reap unjust enrichment, and harm the public interest."

Update by K M Huff
Jul 17, 2023 9:45 am EDT

This complaint is still not resolved. I have "reached out" to customer service multiple times, and I believe that the company's policy is to refuse to give any refunds, no matter if Reservation Desk made a mistake, or if the hotel and provider have themselves provided refunds. I am also pretty sure that nobody monitors the support email, and that the responses generated are automated. Not giving people their money back is how this company manages to be profitable, so don't expect them to help you at all.

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ReservationDesk.com Non refundable reservation

When I called Reservation Desk at [protected] on May 1st I believed I was dealing with IHG Holiday Inn Express reservation center to make a hotel reservation. I asked for the government rate of $112 but was told the rate was $165.75. This reservation was for Army training and my training got canceled. I didn’t went to this reservation, called like 10 times to get a refund for this because I didn’t get my government rate reservation.

My training was changed to other days I made the reservation through IHG. Now I was charged with a plus room rate of $112.00 government rate bedroom and $0 dollars off reservation fees. Reservation Desk charged me $778.13 for only 4 nights.

On my credit card the charge shown was for"Hotel Reservation LOH"- I called the hotel and cancelled this reservation when I realized it was not the hotel I was booking with directly and I then rebooked with Bellweather Beach Resort

On my credit card the charge shown was for"Hotel Reservation LOH"- I called the hotel and cancelled this reservation when I realized it was not the hotel I was booking with directly and I then rebooked with IHG Holiday Inn Express DIRECTLY.

They even put my name wrong on the reservation. There was a language barrier with the representative who was Philippine or something alike.

This has happened to me and other 5 friends who were in the same group.

I’ve being trying to get a refund since May 3rd 2023 and I haven’t get any information or updates. They are saying that I am not getting a refund for this. I really need help. This agency is fraudulent.

Desired outcome: Full reservation amount of $762.14

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ReservationDesk.com Website

I tried to book a room on the website on April 13th. The website said the request couldn’t be processed. I found out from my bank on April14th they had charged my card twice. I called and spoke with a woman who told me my refund will be processed in 3-5 business days. It’s been over a month and still no refund so I called again today. I spoke with another woman who tried to tell me they didn’t charge me and I hadn’t spoken with anyone previously and that it wasn’t her problem. She was extremely rude and kept trying to talk over me. Good to know how reservation desk treats its customers. Don’t waste your time or your money!

Desired outcome: ….. my refund would be nice since I was never given a reservation or any kind of service

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ReservationDesk.com Booking a reservation

Total rip off/scam! On 5/7/23 my husband called Holiday Inn Resort/Jekyll Island GA direct [protected] to make a reservation for a stay 7/20-7/23/23. He had to prepay for the booking which was odd but the lady said because of the time of year, we had to go ahead and pay. They collected over $1100 and the lady said if we cancelled by 7/4/23 we would be fully refunded. $15.99 was for a booking fee that we were never told we would be charged. We were able to find something more within our budget so he cancelled the following day 5/8/23 and we received a no refund letter from Reservationdesk.com. We called the hotel and they couldn't tell us anything, just that Expedia had our money and referred us to Expedia. I asked how was that possible when we called the hotel direct and Expedia isn't mentioned anywhere on the charges that were charged to my husbands credit card nor was Expedia mentioned in the cancellation letter. We have stayed at this hotel 3-4 times and thoroughly enjoyed it but we will never stay again and definitely won't recommend it to anyone else.

Desired outcome: We want our money back. We are pursuing legal counsel.

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ReservationDesk.com Hotel reservation cancelation

Name: Guy Wall

Hotel: Hampton Inn Pittsburgh/Monroeville

Dates of stay: Arrive - 4/20/23; Check out - 4/24/23

Complaint: At 8:30 am on 4/20/23 I learned that I needed to cancel this reservation. Noting that the cancelation policy was that I could cancel up until 10:00 am on 4/20/23. I started looking for whom to contact and how to contact them. I was told by Hampton Inn staff that the reservation was made through a 3rd (maybe 4th) party reservation company, World2MeetDirectConnect; and that contacting this agency was the only way to cancel. Their website had only an offshore phone number and of course I am not set up to make international calls. Therefore it was impossible to cancel by 10:00 am on 4/20/23. I have been away at another destination until this morning and so this is my first opportunity to contact you.

The major issues here are that an offshore agency actually booked the reservation and that as an offshore company, they did not have a phone number accessible to me and therefore I could not make the cancelation deadline I am hoping that you can help retrive the $864.85 spent on this unused reservation. Thank you very much.

Desired outcome: Refund of $864.85.

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ReservationDesk.com Hotel reservations

My family amd I were traveling from Atlanta, Ga to Chesapeake, Va to attend my nephew's funeral. I was very clear when I informed the representative that I needed a total of 4 rooms. She told me that she would need to confirm payment for at least one room in order to reserve the other 3. I was clear that my booking the room was contingent on the other 3 rooms being reserved. She took my payment, said she reserved the rooms and when I asked to confirm with a supervisor that the rooms would indeed be reserved, she placed the call on hold and then hung up. I immediately called back and was informed by another agent that the 3 rooms had not been reserved and the hotel actually didn't even have 3 rooms available.

This issue has caused a huge inconvenience for my family as we were forced to make other arrangements in a short period of time. At this time, I have yet to receive a full refund.

Desired outcome: Full refund

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Update by Kimberly Brown Robinson
Apr 25, 2023 9:55 am EDT

I have yet to hear back from anyone regarding this issue.

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ReservationDesk.com dishonest sales person

The salesman promised the shuttle ran at 4:00 AM,I asked him at least 3 times just to confirm because that was why we chose that hotel. He was lying, the shuttle did not start till 7:00 AM. The calls are recorded and they said they would check the recording then decide if they would give us a refund. They never contacted us again. They are not an honest company

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