Reservation DeskReviews 519

I booked a room just before arriving in Twin Falls, ID. Firstly I believed I was talking directly to the hotel's reservation desk.

I was travelling with 2 cats, so I kept asking the person I was speaking with whether the price he quoted and charged me for included my pets, and was assured it was, and there would be no additional fees.

When I arrived at the hotel, I was charged an additional pet fee of $54. I was totally surprised by this and upset, because I sincerely thought I was speaking to the hotel itself, and would not have booked the room at that additional cost. The booking was non refundable, so I was stuck.

I have been trying to get a refund for the $54 because I believe they misquoted me, and misguided me. I keep getting the run around with them - as I have called several times in an attempt to resolve - they said they would listen to the call I made, which I was happy with, because I knew that I had confirmed the fact that the pets were included in the price, several times.

They have denied my claim, but of course won't share the recording with me, nor provide any further details. A form letter is what you receive back. And my call today I was assured that someone would get back to me today, but haven't heard anything further.

Clearly this company is about the bottom line, at all costs, including ensuring they don't retain repeat customer.

Be super careful when googling a hotel, and ensure that you are actually calling or booking through the hotels website. Avoid Reservation Desk entirely!

I live in Alberta, I booked 2 rooms for 2 days, Prince Albert Saskatchewan for my sister's funeral, in mid March. I was given a quote of $418. I immediately saw a charge of approximately $559. I contacted them after returning home and they agreed that an error was made as they should have charged me in Canadian currency. They needed an address to send the money, that was done two weeks ago. Still no check. Called them again today and once again they said they will escalate it to billing. Seriously very frustrating. It's sad enough that the person with whom took my booking didn't know that Saskatchewan was in Canada. So what does that say for this big business in the USA? I was just asking for the refund that they agreed I should receive. Definitely does not have Canadians in their sights as being a priority otherwise, they would make booking with them easier.

So I booked a room, they charged me $15 booking fee, ok but to charge me a whole different price from the wat was told was down right terrible. I been talking with agents, and one claimed to be a supervisor was rude and very disrespectful. I just want my $284 back.

Charged double and they misrepresented themselves as hotel personel.Lied when I called to discuss pricing by saying they could not find my reservation.Had no problem with charging my card though.

On a trip to Charleston, I used my phone to try to book a reservation at a Wyndham Hotel.
As I was driving, I did a voice search for "Wyndham Riverside Charleston, South Carolina".
Then I selected the first result. "La Quinta Hotel Riverside, Charleston SC"... "Call"...
I was connected to an unidentified person who said they were a "Booking Agent" FOR La Quinta and he could make the reservation for me. When I asked, "Are you an Actual La Quinta clerk" he assured me he was and he was authorized booking agent for La Quinta, again.

Because I was driving, He went through the form to book online, and at the end, he gave me an account of rates and fees and a conformation number... I also told him that I had my two dogs with me and that, I wanted to know if there was a surcharge for them, He assured me that they would be alright be La Quinta accepts dogs... At the very end of the list he said, also... there would be a $15.99 "booking" fee, but said nothing about a pet fee. Again, because I was driving, I agreed to the six minute process an gave my credit card number.
I get to the hotel and the front desk clerk asks if I have a reservation and I show her the confirmation number I had been sent. She then asked my name, because she could not find a reservation with the number I had given. Then, a telephone number...! She finally found it with my phone.
While checking in, was asked if I had any pets and I said, I told your booking agent that I had two dogs. Then was charged an additional $12 per dog... So now my sur-charges for $90 hotel stay is up to is $135... for a $90 a nite hotel...
If I had gone through the ACTUAL La Quinta reservation system, I would have had no surprises and chosen another hotel where pets are actually accepted at no additional fees!

Travel Pass and their Reservation Desk partner were totally predatory and deceptive in their practices!

After directly calling a Hampton Inn to avoid booking agents, the Hampton desk clerk made my reservation through Travelpass. My entire reservation was charged twice. The were notified immediately when I received my credit card statement. After 7 months and hours of useless phone calls, I still have not received the check that they said they would send. Their customer service agents told me 7 different times that a resolution would occur in 7-10 days. They I have received exactly one email and no refund.
Hilton takes no responsibility for their booking agents.

First off I thought I was speaking with the front desk of the hotel the entire time I was booking, their company name is misleading and the man I was speaking with was hard for me to fully understand as there was a language barrier. I inquired about receiving the special government rate because we use this hotel for several events a year and the man stated they could not give me the rate which I was confused about but he was adamant. Thinking I was speaking with the front desk I conceited and went forward booking, upon receiving the confirmation email I was shocked to see the price was almost double what I usually pay, and then I saw a service charge as well, when I began asking questions and pulling back the man hung up on me. I called the hotel front desk and they informed me there was in fact rooms with the special rate, but I would have to call back "reservation desk" and cancel with them…I called back and cancelled but they informed me they would still charge me a service fee. I argued that I hadn't fully confirmed the charges or reservation before the man hung up on me but they told me it was too late and they could escalate it to be reviewed but that my refund would not be guaranteed.
So that's the scam, no matter what you say or do or what happens they still get your service fee charge and take your money. I'm extremely disappointed and shocked at this companies actions. Sleezy and should be illegal. Do NOT use them.

Update: they refunded me both amount of money however they only did after I posted multiple bad reviews.

They lied about the reservation, I paid for 3 guests and they booked a room for 2 guests and the included breakfast was indeed but not included. The total price was more than booking.com and I was trying to contact the company (supposing my they operate 24/7) but they were not helpful at all, saying that we will take 7 days to respond. Traveling from overseas and realizing that this company took advantage of our time and money. DO NOT RECOMMEND

DO NOT FALL FOR THIS COMAPNAY! I am generally careful when googleling places but this time clearly I clicked in the wrong link, thinking that this was the hotel directly, based on the fact that the hotel logo appeared right at the top of the search and the customer service said that they were not a third-party company, "the hotel room price was the best deal since the booking is not through the hotel directly" (his words), BIG LIE, when I received the email receipt, I realized that it was not directly the hotel, I called back and they said that I received misinformation but that there was nothing could be change, I asked to speak to a manager, she gave me the run-around, put me on hold for 25 min. Never came back to the line, I called back and the phone just rang and rang. At the end, I end the room ended up more expensive, they charged a service fee, that I was not informed about. You are better off calling the hotel and ask them, even if they stayed it, ask if they are the actual Hotel customer service. The name is how they get you, "Reservation Desk", making people think that they are the direct reservation. This company is completely into misleading people and lies after lies. Turns out that the Hilton directly had WAYYY better deals then this scammer offered (Hilton includes free vallet parking $30 worth and free full breakfast for each person). I am in the middle to disputing with my credit card company, based on false advertising, lies and misleading information.

We were traveling to Florida on February 9,2024 and called about a hotel reservation - the girls was very nice, but when I told her we had three adults and two dogs and she gave me the rate, I asked her twice if that price included the pet fee - she assure me it did - there was $15.99 travel pass fee and the hotel was $106.61 - when we got to the hotel they wanted an additional $50 for the dogs - I called travel pass and spoke with a manager and was assured I would get a FULL refund, so I rebooked the room with the hotel for $141.25 - came home from vacation and only received $15.99 - called and emailed travel pass and was told they had put in for it and it just needed supervisor approval - received an email that they only want to give me $50 - tried to tell me the agent didn't make a mistake - in other words called me a liar - I told the agent I specifically asked twice and the first time I called and they listened they heard it, how could it be gone now…I have disputed the charge with my credit card company and am still trying to get them to do the right thing…the actual hotel agent told me they have seen this in the past from them and they weren't surprised- shame on travelpass - we will never use them again and I urge others to be wary…

I am so upset! I searched for a specific hotel and clicked on the "reservation desk" which I thought was for the hotel, it wasn't. Pretty sneaky but when I tried to change my reservation they wouldn't let me! What booking company takes your payment in full for the room in advance and then when you try to change your reservation they say you can't and they will not refund your money! TOTAL SCAM! 110% scam!

Do not book with reservation desk. I was intending to book through the hotel directly, and ReservationDesk came up and seemed like the place to book directly as it was the first search result. I asked specifically for a "Park Sleep Fly" package - for a one night hotel stay near the airport, and parking for a week after while we're away on vacation. The agent on the phone promised me multiple times that it included the week of parking after (I started getting nervous because the price was too good to be true), and she reassured me multiple times this is part of the reservation she was about to charge my card for. I would have NOT paid the amount charged for just the one night in a low star motel. The agents rush you on the phone for the card number which also should've been my first red flag. Low and behold as soon as I get off the phone I confirm with the hotel directly that the booking did NOT include the parking for a week after. I now cannot cancel with ReservationDesk as they have a strict "no cancellation policy", even though my booking does not reflect what I agreed to pay for. My credit card will not dispute the charge because they said I don't have anything in writing from ReservationDesk. It's now been two weeks since I asked ReservationDesk to review the audio of the call and a refund request - which they promised I would receive an email for, and have not yet. DO NOT BOOK THROUGH THEM EVER.

They take my money from my card when I went to the hotel the hotel take money from my card again now am trying to get back my money everyday they telling me something else they working and it do not use this booking site they are a third party

We were driving from Moab, Utah to our home in Washington State. Called a number that claimed to be the Super 8 in Baker City, Utah. A recorded voice said, "Press '2' for new reservations."
A man came on. Took a long time to check. Said there were only two rooms left at the Super 8 in Baker City, and each was over $140. When we balked at this ridiculous price, he claimed that they, the Super 8, had a 'special deal' with the Knights Inn in Baker City, where there were also "only two rooms left", and we could get a room for 'only $107.31.' Stupidly, and tiredly, we took it.
Found out later we hadn't been talking to Wyndham or Super 8. We'd been scammed by Reservation Desk, who never identified themselves as such. Somehow the phone number that was supposed to go to the Super 8 went to them, and we paid $35 more than we should have.
The motel clerk told us word for word what the agent had said on the phone. The clerk said, "It happens all the time. You guys got ripped off, and we at the motel can't do anything about it."
Be warned. Make sure of who you're talking to...

I had a terrible experience with this company. They were supposed to book me a nonsmoking room with two double beds. Instead, I was given a smoke-filled room in a sleazy hotel. When I asked for a refund, they sided with the hotel. I never stayed in the room. Do not book with this company!

DO NOT USE! As some others have said...SCAMMERS! Booked hotel in Nashville "with a spa tub" and arrived from out of state for a bday celebration to none of what I overly paid for! This so called reservation desk CS dept and supervisors are lying nonprofessional POS and do absolutely nothing to help or accommodate their horrible services. They claim they listen to the calls then lie and say their member didn't mess up. They all give false information when questioned. Plus they are very rude! They take your money and that's it. Never again...lesson learned. STAY AWAY FROM THEM FOLKS!

They charged me $196 when it was quoted at $131 all inclusive. Will let you know if it gets sorted.

I booked 2 rooms 3 weeks ago or so and the hotel on the night of check in only had one reservation in their system. We were on the phone for 50 minutes trying to get a refund. It was four people in my family and we were in town for the celebrity game. The one room they had was 1 bed. All of this took place at 12:00 midnight. U think they said sorry or tried to offer a discount or anything for our inconvenience. They did not. The service was horrible.

INTERCEPTED A CALL I MADE TO HILTON HOTELS MADE A RESERVATION FOR TWICE THE AMOUNT A DISABLED VIET-NAM VETERAN RATE WOULD BE AND CHARGED A FEE TO MY CREDIT CARD FOR THE FAVOR! I HAD TO STAY HOME DUE MY SISTER BEING ADMITTED TO THE HOSPITAL! N~O R~E~F~U~N~D~S E~V~E~R! STAY AWAY!

The guy I spoke with was BEYOND rude. I asked to speak to a supervisor and after a 10 minute hold he told me that ALL of the supervisors were on lunch I couldn't talk to anyone. He would not let me talk or ask any questions he kept cutting me of and speaking over me. He hung up on me because I used the word asinine. Telling me to watch my language. My grandma made 2 room reservations for a very serious upcoming surgery my sister is having. The surgery date got moved back a week and she needed to just move the reservations to the following week and they would not move them or cancel them. This company scams its customers and preys on its clients. I would NEVER recommend this company to ANYONE!