Reservations.com
reviews and complaints

I booked a room through Reservation Stays for Oct. 5th 2022 at the Hotel Marriott in Overland Park Kansas.

I received a confirmation number. The information would not print off from their site.

When I tried to cancel the reservation I could only get a hold of someone on chat. The agent said there were no refunds for cancellations or changes allowed. I called the hotel directly they said they could not help me either since it was booked with Reservation Stays.

I have never written a review for a website. I have called twice.

STAY AWAY from Reservations.com. They charge $100 more for the same room that I could book directly through the hotel itself. This is not a service at all. Do not get taken in by this website. Hopefully they will be shut down soon. It tried to talk to a supervisor more than once, they are not available.

I called about my reservation. Never could talk with a supervisor. Now that I looked on-line to see other comments that people have written, I am can't believe that they are in business !

your website made false statements concerning the city of a hotel. after booking the conformation indicated the address it was 20 miles away in a different city. I IMMEDIATLY called your customer service agent.

I was not able to get a refund from your customer service to my credit card they wanted me to create a pay pal account? for a refund in about 10 days.

the reservation was for the next night and without a refund it forced me to stay at a hotel in the wrong city. this impacted our trip in a negative way.

reservation number R72105510

attached is screenshot of false advertisement the website clearly states IN SISTERS OREGON the hotel is IN BEND OREGON

I made a reservation and thought I was making the reservation directly with the hotel until I received my email summarizing the charges and became suspicious when I noticed not only a charge for $19.99 but additional fees above and beyond the quoted rate. I contacted the hotel directly this time and was quoted a rate with taxes and fees almost $82.00 less. When I attempted to cancel weeks in advance with Resrvations.com is when the games began and I knew they would not refund anything. They waited until after our reservation which was August 22-23rd, on September 3rd to request supporting documentation for cancellation. This was clearly intentional as they never intend to refund anyone. I fully intend to never book online again, but to ALWAYS contact the property directly. These predatory companies have become far to good at disguising themselves as the actual property.

I will learn from this mistake but will not give up on forcing Reservations.com to at a minimum transfer the money they stole from me to the property itself. There is absolutely no reason this deceptive company should be allowed to keep $$281.84 for doing absolutely nothing in the way of providing a service

This company needs to be put out of business. They deceived me 3 times. You think maybe once they can get away with it but 3 times. When you search for a hotel on line, you think you are dealing directly with the hotel until it's too late. I called this 3rd time hoping they would give a little and refund me the service fee of $19.99 but no way. I explained how it's happened to me before. All I got was an earful on how I need to read the website. They even try to scam you when you cancel on line. Lots of fine print and twisted wording. How can this be legal? Also just noticed the outrageous amount of recovery taxes and fees they collect.

Was re-directed to their website when trying to book directly with a Hotel. Nowhere during the checkout or 'reservation' process was I notified of the cancellation policy. It was not until I saw my card was charged for the full amount did I realize the website was not affiliated with the hotel, which only charges day of and keeps CC information for reservation holds.

I called immediately and was told that if they cancel my reservation I would lose the full amount of the charge. They "offered" to put in a "refund request" but due to the cancellation policy I "agreed to", they "could not guarantee" I would receive a refund.

This is a highly unethical company, and should be removed.

Supposedly, I was on the hotel's website, but ended up with this company who posed as the hotel. Room listed as 107.00/night for mid April. I said OK, and gave credit card info. I was not given the total until ready to print confirmation. For 214.00 charge, they billed my card 327.99, which included a 19.99 service charge.

This was done at 6:15PM 30Mar2022. They gave me til 1:00AM 30Mar to cancel. That means I had to cancel no later than 29Mar. I did call customer support, but their english is so poor, but finally realized that if I cancel they will charge 232.84 cancellation fee. I will be contacting credit card company, and cancel all charges and register a complaint..

I called hotel directly their entire charge for the 2 nights is 252.40 (85.00 less).

Hotel said that our card was not to be charged until we arrived.

Overcharging, poor customer service, fraud and lack of clarity is my problem.

I reserved a hotel room weeks ago. I called to cancel 3 days before and customer support said they would take care of it. 2 weeks later. They contact me saying it can't be refunded because I didn't cancel on time. I am here thinking how if I called 3 days before. Now, I can't get my money back and Reservations did not try enough for the refund because they said it was a "no show". I paid for a hotel that I didn't get to enjoy. Please don't use reservations when booking a hotel. Use booking.com or any other else except this one.

I wanted to make reservations at a hotel for a wedding, I saw the hotel for reservations so I put my info and immediately realized it wasn't the hotel website but the reservations.com website. Within 5 mins I immediately cancelled. I looked at my credit card and they still charged me the $19.99 for doing nothing. I contacted them and they said it clearly says it was non refundable, I understand the service charge for completed arrangements or even cancelling at a later date, but 5 mins ! I have the emails and info that is date stamped with the 5 mins duration. They are truly a rip off ! I warn everyone to beware of their website of looking like the hotel websites.

I made a reservation on reservations.com and when I arrived at the Harrah's Cherokee hotel I thought I thought I had booked in Cherokee, North Carolina location they told me that I had booked at the Harrah's Cherokee River Hotel in Murphy, North Carolina. I tried to cancel the reservation and was put on hold an then hung up on, and tried again to cancel a few days later and was told that my money could not be refunded because it was outside the window of cancellation. I contacted the Harrah's Cherokee River hotel and they said I had to cancel through reservations.com. When I tried to get my charges reversed again with reservations.com I was told I needed to contact the hotel to get them to authorize the reversal. After having Covid and other related illnesses, I contacted the hotel to get a name to provide reservations.com so they could reverse the charges. I spoke with Nancy at the hotel and she said that I needed to call reservations.com again, give them the hotels email address to request a waiver of the charges, which I did. I got the runaround from reservations.com for 38 minutes, and then was told that it would be sent to the billing services and would receive a response in 7-10 days and written notification that the outcome may not be guaranteed. I didn't stay at that hotel, the hotel if fine with authorizing the charges, but you will not resolve this issue immediately and to my satisfaction. Interacting with your agency has been incredibly frustrating, from having to call multiple times to resolve this issue, to being put on hold multiple times, to language barriers between me and your representatives, to lack of response and cooperation in handiling this in a timely manner. Your service is the worst I have ever experienced in my lifetime and I want all charges reversed, which includes 113.62 for 2 nights of hotel stay, 56.81 for an additional night that I booked before I realized I had booked the wrong hotel (and never got a receipt for), as well at the 19.99 service fee. This is horrible and I will be contacting the better business bureau and reporting this company. See attached

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.

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.

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
--

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

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.

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]

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!

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.

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.