Reservations.comReviews 6,019

Forget using this service - they suck! Can't get through on the phone number listed. If you reservation is more than 7 days out they boot you off and say to call back when it is within seven days. Doesn't jive with some hotel change/cancel policies. IF you do get through to someone they can't speak english so you can understand, they talk over you and don't care what you have to say. They just follow their script. DON'T USE THEM, NOT WORTH THE HASSLE.

First, I consider myself experienced in online booking so it was a real shock when I learned that not only had I booked a hotel reservation on their site vs the hotel itself, but that there was a non-refundable $20 fee associated with my reservation, AND when I cancelled the reservation due to our change in plans, even though it was within 7 days of making the reservation AND more than 30 days before the start of our trip, it would take up to 30 days to receive a refund - yes, they immediately charge your credit card. None of this is made clear on the booking page, I have reached out to customer service and the response I got was more or less canned and saying not their problem. I also researched the founder on LinkedIn and messaged him - no response. In this difficult time when many travel related businesses are waiving fees and going the extra mile to accommodate requests in changes to travel plans, this is tone deaf.

I made a reservation a standard room for 3 days at a hotel through reservation.com for a total of $552.88. My cousin made a reservation for the same 3 days at the same time I did for a suite. Her reservation was $523.12. I checked with the hotel directly (which I should have done to begin with, and the price for the 3 day stay in the standard room was $511.89. I called reservations.com and they were unwilling to match the lower price and charged me $19.99 for the cancellation. I will not use reservations.com again.

I had booked a hotel at Gatwick Airport to stay at the Bloc Hotel for 1 night. I called more than 2 months ago to cancel and was told I needed to call within 7 days to cancel, which I just now did. The receptionist with Reservations.com kept me on hold for at least 20 minutes after giving him all necessary info to cancel. He then told me that he was keeping the $19.99 US "service fee" for their work in booking the reservation. I told him that, as a US citizen, I am not even allowed to ravel to Europe and he told me "too bad"! I then raised my voice and this guy told me that he could terminate the call. DO NOT USE THESE PEOPLE!

I went to a site to book a reservation for a hotel and didnt realize I was diverted to this site. I made two reservations for the same hotel. I cancelled one. I called 5 days later, yesterday, to check on my refund. After waiting on hold for 40 minutes I typed a message to them that I was holding for quite awhile and I needed to check up on my refund for a cancelled reservation. Finally I spoke to someone who said it would take 7-30 days. Today I get an email telling me my second reservation is cancelled. I called Reservations.com immediately and said I didn't request the second reservation to be cancelled. The woman said no one on the their end cancelled it. I said I didn't either. I am thinking they read my message, completely misunderstood it, and cancelled my second reservation. So now they have to investigate. She asks me if I want to make another reservation. They are already holding money on both my reservations and god knows I will likely never see a penny. I don't think they one they cancelled is even refundable. This has to be illegal

Reservation.com hijacked The hotel site I was on, booked the room wIth the Promise of full refund as long as it is cancelled 48 hours before arrival, hiding the service fee from me. I repeatedly asked will I get the full refund of $163, to which I was told yes repeatedly. I called to cancel 25 minutes later. They are refusing to refund a service fee. Today's July 10th and the room was booked for August 22. A supervisor is calling me within 24 hours. If I do not get my refund, I plan to file A consumer complaint with the government Federal trade commission. Stay away! They are dishonest and a scam. Upon calling the hotel directly, they told me that they have some means of hijacking the site so it reverts over to them. Horrifying! I've never felt so scammed!

We thought we were booking our reservation through the hotel directly but we mistakenly made our reservation through reservation.com. We received a confirmation email stating that the reservation was "non-refundable". We immediately called reservations.com and they said that they would notify the hotel and cancel the reservation in 5-7 business days. We waited past this time and nothing happened. We called reservations.com again and they said there was no record of a cancellation request. When I confronted the customer service rep, she immediately said "the connection was bad" and could not hear me. Strange how I could clearly hear her. I read the fine print of their confirmation email. It stated, "cancellation and refund requests are per hotel policy". I went on the hotel website and it clearly said cancellations and refunds could be completed up until the day of our trip due to COVID-19. I then called the hotel and was able to cancel the request reservation.com made. I then called reservations.com again and stated what I had done and they changed their tune and apologized. I am now waiting for a refund with an already canceled hotel reservation. This site is very suspicious and does not work at all like other travel sites (booking.com, Expedia.com etc.) THIS IS NOT A REPUTABLE SITE AND THEIR CUSTOMER SERVICE CLEARLY NEEDS WORK!

Complaint Description:
I was double charged by Reservations.com for a room booked at the Residence Inn in Savannah, GA on June 5,2020. An online reservation for the Residence Inn, Pooler (Savannah), Ga was made with Reservations.com for a one night stay on June 5,2020. Reservations.com charged my Capital One credit card $173.37 and an additional $20 booking fee. After my stay at the hotel, the Residence Inn charged my Capital One credit card for $152.66 for the same night. I immediately called Telena Dunn, Operations Manager, Residence Inn on June 10,2020 *******433). She said they only have one charge on their books for my stay and I needed to contact Reservations.com for any retribution. Therefore, on June 10,2020, I called Reservations.com at *******201. The clerk said they would credit my card within 5 to 7 days. On 6/22/20 I called Reservations.com again and spoke to Nicole. She said she sees my refund request in her system and this time it will take 7 to 10 days to credit my card. On July 6,2020 I called Reservations. Com again. This time the clerk claimed they couldn't pay me because they couldn't get in contact with the Residence Inn. She said it would take 24 to 48 hours to reach out to the Residence Inn. Therefore, on July 6,2020 I called Capital One (*******825) who agreed to reach out to Reservations.com and the Residence Inn on my behalf. I also filed a complaint with the BBB.

This business if you go to their site will steal your money and auto charge you for reservations you do not make. They try and ensure they do not have to refund you by leaving you on hold. I was on hold for 1 hour and 55 minutes. You have to call two different numbers and their customer service reps can only repeat, i am sorry to hear that...

Be careful, when you search a hotel they have bought the service in Google that they come up first so you think you are at the actual hotel.

Stay FAR AWAY

This company has no redeeming qualities - they scam you into thinking they are the hotel, and they HIDE that there are additional processing fees. When I asked for a full refund 10 minutes later they said no, and conveniently there was no manager available to take my call but they would have someone call back within 24 hours. For all my headaches I have lost $20 to them.

Avoid like the plague!

They (reservation.com) charge me 216.00 for one night at the " The Guest House " on Elvis Presley Blvd in Memphis TN. When I arrived at the hotel to check in the hotel clerk told me it takes thirty minutes for the reservation to come to there computer after the reservation is made. I waited an hour and half just for the hotel to me they don't see the reservation... We called They never sent proof of the reservation or an email showing payment for the suite. I was so mad because me and my boyfriend needed this time to rekindle and restarted. We drive home with ark ward silence. #SAD