Reservations.comReviews 6,018

I ACCIDENTALLY used their horrible, web booking site because I got routed there unknowingly. When I tried to change my room to the right hotel they moved me to another city. They only let you call them and they're all Phillipino and barely speak English. I repeated the city multiple times, I even recorded it. Then when we got to our location we had no rooms, they wouldn't help me and just kept putting me on hold. I asked to speak to a supervisor, on hold, check rooms, on hold, horrible, absolutely the worst experience ever. And they're with EXPEDIA.COM. SO DON'T USE THEM EITHER. Add credibility to my story with a photo of what? My charges?

Bad experience across the board:
- They don't accept cancelations, but they don't call it that way in order to be deceiving. They say that they allow cancellations, but they don't refund any money paid (neither for the hotel price, nor for their $20 fee)! Can you believe it? So they allow "cancelations" in order to charge a client the full paid price (no refund) and pay the hotel nothing! So they trick the client two times: when the client books (as the no-cancellations policy is not displayed properly) and if the client "cancels" because this is when reservations.com makes most of the money (full profit on the full not-refunded hotel fees and zero cost - nothing to pay to the hotel).
- Their (no) cancellation policy is not shown anywhere visible, one has to go get additional documents in order to read all these dirty tricks.
- The site is made (and the advertising is paid by them to show up on top of a search list) in order to trick somebody who does not pay proper attention to believe that they are on the hotel's Reservations' page/website.
- I am Canadian and I booked from Canada for a hotel in another Canadian city and there is no indication that the listed price is in US dollars. I thought that they are in Canadian dollars. I have seen the US dollars only after the price was paid and the electronic invoice was sent.
- Their $20 fee ($19.99 more precisely) is on top of the price shown and not indicated anywhere - as most of the reviewers indicated it, it only shows after it is paid...
- Their customer service know that they do all these dirty tricks and behave accordingly i. E. useless, even trying to make me "cancel" (with no refund) so that they make the most profit.
Bottom line: the law should prohibit such business!

Booked a room. Called to see if I could change to a different hotel in the chain 2 weeks before arrival. I was told yes and my money would be refunded. I booked the other hotel. I never received my money on the first hotel. Called kept names of who I spoke to, time I called and conformation numbers. When I called to see where my money was they said I was not aloud to cancel and I told them I was told I could. My hotel was canceled for the first one when I called the hotel although reservations.com said it was still booked. Someone lied. When I gave the manager the name of the person I spoke with and conservation number he said neither exited. I have all my records yet they say they Tape all their calls and could not bring up any of our Conversations. If this sounds suspicious, it's a scam and I am sending all my notes and husbands notes to BBB and the state consumer protection office. Paying for 2 hotels and staying in one, giving a 2 week notice and using the same chain. Yes I call it a scam. Especially when I asked them if it was the hotel I was trying to book and they keep saying Reservations. To make me think it was the hotel and it was the reservation at the hotel. Scam. I have all the notes and some taped conversation.

Do not ever book through these people... EVER! Booked for a 3 day stay and decided to stay only 2 days. Prior to the reservation we tried to cancel and all we got was a run around. Told us we do not have a reservation even though when we called the hotel we did. Hotel tried to call and they refused to talk to them and said they would call us... they never did. Come to find out they totally spelt our name wrong. I found this out through my charge card when I disputed the charge for 1 day that we did not stay there. Not to mention they charged double what the hotel charges. Their ads are false... its a bait and switch. Thankfully our charge card refunded the one day back to us but, this was a lesson learned. Not to mention the time and effort to get our money back! They are a total fraud in my opinion

I made one reservation without realizing that I was not making it directly with the hotel. Then I had to cancel it for some reason. I called hotel and manager agreed to cancel without penalty provided I call reservation. Com to cancel. I had to call 5 time and each time it took 30 minutes for the rep to pull up the reservation. They will not cancel the reservation and told me to wait for an email response in 7 days. Very hard to communicate with the on phone staff, slow and incompetent. Poor service

I accidently used these guys to reserve a hotel for a 3 week stay, they are very sneaky until they have your money, then they are happy to tell you they are not the hotel and you should call the hotel to solve your problem. I was on a Government trip so I shouldn't be charged tax. They charged it, so I called them back. They said, have the hotel take it off when you check in. I did that, called them to get it refunded, at first he said we need a name and title from someone at the hotel. So I waked to the front desk got that, called back and he put in the request, put me on hold for 10 minutes then told me my request was declined but he could offer me a "one time courtesy refund" of $125. That didn't sound very courteous to me so we argued for a while then he said if I wasn't happy with the courtesy refund that he would have to escalate it and they would get back to me in 5 days. The government pays they room fees but now I am stuck with a $450 bill for the taxes.

As other people have commented, I was grossly misled that I had to book through reservations.com in order to get the hotel I wanted. Half way through the call, the lying woman on the phone changed the amount of my room I then hesitated and said I would call back to confirm, I was bullied and lied to about having to book through them. I was NOT told there was also a $19.99 non-refundable fee. What I was told was for $2.00 more, my reservation would be FULLY refundable. I reluctantly caved to the bully and made the reservation. HOWEVER I ended up finding the actual number to the hotel and called to make my own reservation,$45 cheaper. I confirmed with them that they do NOT require, nor endorse, reservations.com. I called reservations.com back and cancelled.
I was advised it would take 10-15 days to refund my card. BULL! I checked my online account and low and behold, THAT is when I saw the $19.99 separate charge. I immediately called back and was very aggressive about NOT being charged the $19.99 and was lied to again and said they would refund once as a courtesy. Followed up the next day and the charge went from pending to debited against my account. Called again and was assured it would be credited back. Scammer, liars, and thieves