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1.2 93 Reviews

Reservations.com Complaints Summary

4 Resolved
79 Unresolved
Our verdict: If considering services from Reservations.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Reservations.com reviews & complaints 93

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J
5:14 pm EDT

Reservations.com Hotel reservations

After booking hotel reservations through Reservations.com. We arrived at Holiday Inn Express 7-17-21 in Castle Rock Co. to find that our reservations were incorrect. After talking to Hotel management, they couldn't help because the reservation was booked through Reservation.com. Hotel management told me it was booked through Expedia. I did't understand that. I then called the customer support for Reservations.com. They blamed the Hotel and refused to help. After going back and forth I had enough excuses. To make matters worse they triple charged my credit card (pending charges). This was a terrible customer experience and I will do my best not to use this company again.

Desired outcome: Apology, refund or both.

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Eclectic Julie
, US
Dec 20, 2022 10:07 am EST

I thought that I was on the direct website. I tried to reserve a room. Each time I clicked to reserve, it stated that the credit card was denied, or there was an error. After the fourth time clicking to reserve, I had noticed that it was in fact, NOT the actual hotel. I then went to the actual site and reserved the room. Once looking at the transaction history on my bank account, they charged me four times for service fee. When I had called reservations.com they stated that it will be refunded in 5days. We shall see, as after looking at all of these complaints, I believe my hard-earned money will be taken by these rip off scam artists. BE CAUTIONED!

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K
5:06 pm EDT

Reservations.com Wont honor refund commitment / poor customer service

We made our reservation only because they promised it was refundable in fact we paid more so we would have the option. We were going to have our son go with us. He had applied for his passport and it was supposed to arrive on time but we wanted to be able to recover our money in case it didn't arrive. In the end due to the post Covid increase in passport applications it didn't arrive. Well within the time limits in the agreement I called to get a refund on the extra person charge but they would not refund my money. They used several excuses / lies such as the hotel didn't have a rate for double occupancy for that room. They also said they had to cancel the room and rebook but since the hotel was sold out the wouldn't be able to rebook and we would gave no room. They offered to look into a solution but then didn't contact me as promised. In the end they were not willing to offer any solutions so I paid almost $1000.00 for an extra person that wasn't there. I will never book on Reservations.com again.

Desired outcome: Refund my money as promised

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S
9:23 pm EDT

Reservations.com Hidden fees and charges

This is the worst company I have ever done business with in the last 50 years. They are a complete scam! They have built a search engine that interrupted my normal hotel inquiry, leading me to believe I was booking with the hotel directly.

AFTER I completed the reservations, and received the confirmation email, I saw:
1. The rate was not the rate I agreed on, but higher.
2. Fees and taxes had been assessed that equaled MORE THAN % of my rental.
3. A non refundable provision was added in the receipt.

When I called to complain, they told me not only did the fees appear before I was to have "confirmed" the reservation. They also conveyed in addition to the fees, there was a no refund policy posted as well. That was it. They basically said have a nice day and hung up. What I think is astounding is while they lay claim these "fees" and non refundable policy was clearly written before confirming the reservation, I have just read through countless complaints on this site where people have alleged like me, they received no notice. What seems clear is regardless of whether the notice of fees and the non refundable policy was actually posted, if it was posted, it was done in such a way that counted consumers were able to navigate through their reservation site without every being aware these policies existed.

In doing a quick review of the company following my encounter with them, I found countless terrible complaints about their business practices in more than 5 different websites, including a Better Business Bureau Complaint. I am attaching the web site locations for each of these sites so you can see for yourself the magnitude of complaints that have been filed by US citizens all victim to the company's business practices. Something must be done.

My only hope is you are upset as I am this company has scammed us and are willing to take a few minutes to file a complaint against them with the Attorney General's office of Florida where they are headquartered. It is a quick and easy process. I am providing the link here.

http://myfloridalegal.com/Contact.nsf/Contact?OpenForm&Section=Consumer_Protection_Division

As grounds, I would suggest conveying (1) their site "popped up" while you were trying to make a reservation. (2) The rate advertised was not what you got. (3) There was no advance warning of the fees. (4) There was no advance warning it was not refundable. And please include (5) the fees assessed were more than 50% of the actual reservation. (My hotel, $62. The fees and taxes assessed, $46!)

BENJAMIN & BROTHERS LLC DBA: RESERVATION.com is registered with the State of Florida as a Seller of Travel. Registration No. ST41363.
Fla. Seller of Travel Ref. No. ST41363

Their Telephone number: [protected]

Their email address: [protected]@reservations.com

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Donald Denny
, US
Aug 29, 2021 8:40 pm EDT

I was almost taken by their scam. They wanted to charge me an extra $10 than what their website advertised. When I told them I could get a better rate online, they wanted to know what website I was using. I wouldn't tell them I was actually looking at their site and stated to give me their lowest rate. He wouldn't tell me unless I told him what site I was looking at. I kept threatening to hang up and he wanted me to hang on while he did some checking. He kept throwing out his higher rates and I finally said I was "Done" and hung up. I then got a call 15 seconds later from "No Caller ID". I answered but no response. I got 2 more identical calls in the next 60 seconds and each time I answered, no response.
I sensed from the start things weren't right and am glad I didn't get taken by this false advertising and then some!

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T
11:54 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Reservations.com Terrible customer service / unwilling to help me make changes / ineffective with refund policy

lma.[protected]@gmail.com
Reservation Details
Booking Status: CONFIRMED
Reservation Number: R636266081
Itinerary Number: [protected]
Check-in Date: Wednesday, May 19, 2021
Check-out Date: Thursday, May 20, 2021
Hotel Details
Glen Rose Inn and Suites
300 Sw Big Bend Trl
Glen Rose Texas 76043
US
Room Details
Room 1:
Room Type: Room, 1 King Bed, Non Smoking, Refrigerator & Microwave
Guests: 1 Adult(s), 0 Children

Please note: Preferences and special requests cannot be guaranteed. Special requests are subject to availability upon check-in and may incur additional charges.

Payment Details
Room Sub Total:USD $53.39 (excluding taxes and fees)
Taxes & Fees:USD $12.29
Sub Total:USD $65.68
Service Fee:USD $19.99

Total:USD $85.67 (including taxes and fees)

We have charged your credit card for the total amount of this reservation. All prices are displayed in USD . The charges to your credit card were made by Travelscape LLC & Reservations.com
To view or cancel your reservation or if you need help regarding your booking, please visit http://support.reservations.com or call [protected]

I am complaining about reservations.com. When I called to make reservations, I could not hear on the line and did not understand the foreign accent. It took very long time to find a hotel for me in Glenrose and when she read the last part, I didn;t know about the $19.99 charge. What upset me was that after checking on the internet, I saw that Glenrose Inn is not safe, the hotel door opens to an open corridor and anyone can come to my door...i am travelling and afraid for my safety...when I called reservations.com to find another hotel and they said that it was a non-refundable deal and there is nothing they can do...if I request a refund, no guarantee that I will get reimbursed but it would take billing7-10 days...
They are the most customer-unfriendly organization, not caring, not willing to help to find solutions...their answer was"sorry, we can't do that"...It upset me that they thought nothing about my safety and that I am afraid to stay at that hotel...they were not going to do anything.

How can expedia work with a company like reservations.com? Now, I am afraid to use Expedia at all...if you have one like reservations, how many others work with you?

I know that you probably won't do anything to help me but I am telling all the friends I know about my experience and reservations.com who is linked to Expedia...so disappointing and very disturbing for me to have this horrible experience...reservations.com was not even willing to help me get another hotel with the payment that I had made...
Thelma Tun-Thein
[protected]
thelma.[protected]@gmail.com

Thelma tun thein
7:24 PM (3 hours ago)
Please call me...I looked at the hitel..did not before because I called.I am worried about my safety of staying T Glenrose Inn and Suires.Please call me46934971

Customer Support
7:43 PM (2 hours ago)
to me, Customer

Dear Customer,

Thank you for contacting Reservations.com.

For your immediate assistance, please call us at [protected] to speak with our customer support agent.

Sincerely,

Rovi
Customer Support
Reservations.com

http://support.reservations.com
--

Desired outcome: Help me use the money paid on an unsafe hotel for a safe hotel for May 20

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K
7:12 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Reservations.com Hotel reservation

I Reserved a room for a night stay. I called the day before to cancel the reservation as i needed to change from one bed to two and they could not accommodate me but the same hotel could. They told me they couldn't cancel the room but i even got the hotel to inform me the that they wouldn't charge any cancellation fee. After being put on hold for 30 minutes with reservations.com they pretended to act like they were calling the hotel for confirmation and hoped that i would hang up. The hotel even informed me that they have had so many issues with reservations.com that they were planning on not working with them. Reservations.com said they couldn't get through to anyone there which was a complete lie i got through every time i called. Dishonest business practices, poor service and no customer service once they get your credit card they are done with u

Desired outcome: Refund

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B
7:33 pm EST

Reservations.com Booking and lies - from reservations.com - buyer beware

This is very dishonest company.

This weekend I accidentally thought I was booking directly with Holiday Inn Reservations, as this company makes their website look almost exactly like the Holiday Inns. I booked got confirmation and drove to a business meeting where I was to stay across the street.

I had gotten email confirmation, a confirmation number before I left and everything seemed just fine, except the price which was 40 dollars higher than normal for that Holiday Inn which I had stayed before. The person on the phone said it was their very last room and knowing I had to get to the meeting or be late I left first to check in at the hotel.

At the hotel I met with the manager, who said they did not have a reservation for me, but only half the hotel was full and they had any room of my choice. The only thing I would have to pay as the company never forwarded any money to them. My wife got on the phone with their customer service, which took over an hour just to get to someone, she reserved a room on the same credit card we gave Reservations.com. I in the meantime asked the manager of the Holiday Inn for their password for their computer system and got on my bank and filed a dispute to the Hotel charge and four separate charges for 19.99.

When my wife did get a hold of someone to speak with one hour later, they told her the reason their was no reservation is that the hotel was full. The booked us at the Hilton 17 miles away. I am a Hiltons Awards member and get government rates so if I wanted a room at the Hilton I would never pay $187.00 for it but $67.00. So I would never in my lifetime agreed on this arrangement and the company did not call ask or try to contact me on the bait and switch to a cheaper hotel. I then joined the Holiday Inn Awards Club, which now accompanies my Hilton and Marriott the three main hotels we stay at.

While speaking to the manager about the situation, a Reservations.com associate called the hotel, the hotel confirmed they were not even close to being booked fully. On top of that, the fraud department of my bank had called them because they posted four 19.99 charges with no explanation of what they were for as any charges would have been included in the room rate.

I ended up paying $123.00 for the room with all the taxes and fees, and the company issued an immediately refund based upon mostly threats from Visa to file charges. And I had the manager of the hotel write a letter confirming our entire conversation and the events and copied that with the copy of the reservation confirmation to the bank. My advice is to never use this service.

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M
7:41 pm EST
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Reservations.com Booking service

Reservations.com stole $800 from me. I reserved a prepaid and non-refundable reservation with Super 8 in NY. Due to COVID, the wedding I was attending was postponed, and I needed to cancel or move the reservation out by a year. They said they would cancel and request a refund. They never requested a change, nor canceled in a timely fashion, and the action took 2 months for them to request. By then, the hotel (unaware that I had cancelled or wanted a change in date) did not agree to the refund the reservations. Reservations.com said I had no recourse. If I had booked with the hotel directly, I could have easily changed the reservation or cancelled and refunded. ITIN # [protected]

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A
6:46 pm EDT
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Reservations.com Misleading advertisements and hidden nonrefundable fees

I booked with this company because I thought I was booking directly with the hotel since their ad is so misleading- it is disguised to look like the actual hotel. When I booked I was immediately charged the full $815- that is when I realized that I did not book with the hotel. I immediately called the customer service number and cancelled. I was refunded a few days later, but they then also charged me a non-refundable $19.99 service fee. FOR WHAT? I called and tried to ask that they refund it and they refused- even spoke with a manager named Riz who also refused. This company is a complete scam!

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K
11:57 am EDT
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Reservations.com Cancellation refused, no refund for no services

Booked reservation 8/16. Due to health concerns, canceled reservation - unknowingly booked through reservations.com when I thought I was going directly through the hotel. Called to cancel, spoke with bernice/denise, was given a cancellation waiver # and told refund would be issued in 1-2 wks. Three weeks later on 9/11, spoke with christian who had no record of a cancellation and refund request. Told me he would "send an email inquiry to billing dept." I repeatedly requested to speak to a manager and requested a copy of the billing inquiry email. Was told no mgr available for 3+ days and to call back and refused to send email copy of billing inquiry. I told him how shady this was and that this felt like a scam and he hung up on me. So shady. Do not use this site. I have opened a dispute with my credit card company. This is a non-us scam artist. Do not use.

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D
2:51 pm EDT

Reservations.com Check "taxes & fees" for fake charges

Reservations.com will inflate your room costs by adding fake charges to "taxes & fees". I recently was trying to book a room in Flagstaff, AZ. I did a search by name for the hotel I wanted to stay in. At the top of the first page of search results was the hotel I was looking for in a listing that looked like it was the official site. It had all the features and information you would expect from a hotel. It wasn't the hotel's website. It was Reservations.com which created the misleading site to get my reservation. The room fee I paid through Reservations.com was the lowest price offered by the hotel but the "taxes & fees" on my reservation were more than double but they hotel said was appropriate, PLUS Reservations.com charged an additional $19.99 just to place the one nigh reservation. This was nearly $50 more than if I would have booked directly on the official website of the hotel like I wanted to. AVOID RIP-OFFS. MAKE SURE IT IS THE HOTEL'S OFFICIAL WEBSITE.

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7:39 pm EDT
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Reservations.com No refund for no service provided

Do not use reservations.com. Use any other site: travelocity, orbitz, bookings, expedia — I have used them all and never had any problems. Reservations.com charges a $20 service fee even if it fails to provide a service. It would not provide a refund for a hotel I did not stay in due to the hotel's filth (understatement) during a global pandemic. Reservations.com customer service took the word of the hotel personnel who lied and said I stayed there and reported no problem, even though I had a receipt showing I stayed at a different hotel down the street that night.

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12:29 pm EDT
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Reservations.com Scam!

So, not only did they charge me a $20 "service fee" but the rude customer service lady hung up on me when I told her that I wasn't aware of this charge! The total amount of the hotel doesn't show on your screen until after you've hit submit. And guess what? There's another $20 fee for cancellation. And even more fees bc she said will accrue just for calling! Absolutely DO NOT use this service! I didn't even know I was using it, as it appeared to be the hotel website and not reservations.com. WOW is all I can say...

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8:34 pm EDT
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Reservations.com Charged for 2 nights after hotel closed for COVID-19

On Monday, March 16, 2020, I made reservations at the Fitzgerald's Hotel in Robinsonville, MS. A few hours later, the hotel announced to the public via social media and the news that they were closing at midnight due to the Coronavirus. My reservations were for the 16th through the 18th. I pre-paid for the 2 nights through reservations.com. I called and asked them about my reservations and I was told there was nothing they could do becasue my reservations were canceled. I was livid. My card was charged for 2 nights and I did not get a chance to check in. I was told not to come becaue they were closing that night. I feel that I have been treated unfairly. I was told that I could not receive a refund becaus eof the cancellation policy, but I didn't cancel the reservations, the hotel did. I will never use reservations.com or Fitzgerald's hotel again.

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B
7:03 pm EST

Reservations.com cancellation ripoff

Why do you always trick people with confusing photographs that people think they are on the direct link with the Sheraton hotel

Your prices are much higher then on their website

And you hide behind your cancellation policies same on you

I would like to see this solved

Bruce Grant

Your reservation number is R252039589
Your itinerary number is [protected]

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A
12:18 pm EDT

Reservations.com attempted refund

Reservations.com

I was trying to make a reservation at Hampton Inn on the Hampton Inn website. I selected what looked like their webpage. But it was reservations.com page over the Hampton Inn page. When I payed is when I was given the name of the company that just booked my reservation. I immediately called Hampton Inn to verify, they had no idea of my reservation. The manager at Hampton was nice enough to get on the phone with Reservations.com and get my reservation cancelled. I had to cancel the reservations.com reservation before I could make a new one directly thru Hampton Inn.

That was on September 17th 2019. It is now October 17th 2019 and I have yet to receive my refund of $429.00 from Reservations.com. I called and they had no idea where my refund is. They told me to call my credit card company. I was speaking with someone in the Philippines. I asked for the phone number of the US office, no one there has it, is what I was told.

I was told that I will receive an email with details within 24 hours. I am curious as to how long they would have waited to contact me about my missing refund if I had not called them. I am thinking they never would.

I truly hate when companies outside the US will create an office in another country that we in the US cannot easily travel, as the first contact in a situation like this. I was not able to get any other phone number except the one listed on the reservations.com website. I feel from reading other posts and law suits against reservations.com that they are nothing more than thieves.

Everyone beware of this corrupt company and the practices they have. Never use them, tell everyone you know. I am going to spend millions of dollars to create as much pain for that company as possible. I may even visit Fla to show up on their doorstep with a baseball bat.

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2:56 pm EDT

Reservations.com double charged for hotel booking

DOUBLE CHARGED for a single room. After multiple attempts to call and emails, they will not respond or refund. They have different stories each time we are able to make contact. Also, charged $15.00 service fee to book which was not disclosed on booking. We thought we had contacted the hotel direct. They are sneaky. Also, hard to understand. Asked where they are located - they are in the Phillapines. BEWARE, DON'T USE THIS COMPANY

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6:30 pm EDT

Reservations.com a hidden non-refundable charge for $14.99 for any phone call you made to their service

I made a reservation, thinking I was on the hotel website. Only later I found out I made my reservation through reservations.com. I immediately contacted them and asked them to cancel my reservations. They said ok and added that there will be no cancellation fees. But they actually did charge me the $14.99! I
There were no signs or statements on their website about the non refundable charge before I made the phone call, only after I called back to cancel my reservation, on the cancellation confirmation e -mail, there was the hidden "term of service" stating that a $14.99 nonrefundable charge. The price reservation.com charged is also higher then that hotel charges

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C
7:14 pm EDT

Reservations.com this company is a scam!

Absolute scam! This company deceives you into believing you are contacting the hotel directly. They create a website to look like the hotel website to trick you into booking it through them instead of directly through the hotel. It's a disgrace and takes advantage of the consumer. It's companies like these that google needs to monitor and remove. Pathetic! Please Beware!

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4:08 pm EDT

Reservations.com customer service non existent

I called Reservations.com on April 18, 2019 to make a reservation for June 29, 2019 at The Crowne Plaza Times Square Hotel in Manhattan. The agent took my credit card number and booked it. Reservation number R1464249528.
He did not tell me me the charge would be non refundable in case of a cancellation.
I only found out in the confirmation e mail, much to my surprise.
As luck would have it, our plans changed, and I called Reservations.com on April 25, 2019 to cancel the reservation. I requested a credit, explaining that I was not told about the non refundable charge when I made the reservation. They refused. When I asked if I could listen to the recording of making the reservation, they again refused. They said that they would review it and get back to me.
As I expected, they did not grant a credit.
I called The Crowne Plaza, and their agent offered to contact Reservations.com on my behalf, but to no avail.
On Reservations.com's website, they claim that customer service and satisfaction is a priority.
Now I am out $420.00!
They should be ashamed of themselves for conning people.

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6:22 pm EDT

Reservations.com shady practices cost me $400! never use reservations.com!!

Buyer beware! USE BOOKINGS.COM INSTEAD of reservations.com! I booked the same Holiday Inn Resort for the same week on both Bookings.com and Reservations.com. Both said no cancellation fee if cancel before a certain date. I needed to cancel the rooms over a month before our reservation date, weeks before the cancellation deadline. It was super simple on bookings.com. I simply went to their website, entered my reservation #, and hit "cancel", done! I immediately received a confirmation email that I would be receiving a full refund and there was no cancellation fee. I then we to their website, could not find a way to cancel, so used their "chat" option. The chat person said they could not help. so I had to call. I called and the rep said their was a 1 night cancellation fee of $400 even though the cancellation policy on their site said otherwise. I went back and forth with her, then asked to drop the reservation down to just the 1 night and cancel the other days to avoid the cancellation fee. She said she could not modify the reservation, only cancel it and charge me the fee. Ridiculous! I asked to speak to a supervisor. The queue for talking to a supervisor was so long she had to take my phone # and said they would call me within 24hrs. It has been over 24hrs. and still no call. I even tried calling the resort to modify my reservation, but they said they could not do anything because I booked through reservations.com. I hope this review helps others not lose $400 on a cancellation fee like I did for such shady practices. USE BOOKINGS.COM INSTEAD! I got better pricing from them and had a much easier cancellation experience with a full refund.

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Reservations.com Customer Reviews Overview

Reservations.com is a leading online travel agency that offers a wide range of travel services, including hotel reservations, car rentals, and flights. The website has received numerous positive reviews from satisfied customers who have praised its user-friendly interface, competitive pricing, and excellent customer service.

One of the most significant advantages of Reservations.com is its easy-to-use platform, which allows users to search for and book travel services quickly and efficiently. Customers have also appreciated the website's ability to compare prices across multiple providers, ensuring that they get the best deal possible.

Another significant advantage of Reservations.com is its commitment to customer service. The company has a team of dedicated travel experts who are available 24/7 to assist customers with any questions or concerns they may have. Customers have praised the company's responsiveness and willingness to go above and beyond to ensure their satisfaction.

Overall, Reservations.com has received overwhelmingly positive reviews from customers who have used its services. The website's user-friendly interface, competitive pricing, and excellent customer service make it an excellent choice for anyone looking to book travel services online.
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