Reservations.comReviews 6,019

I did not know I was calling reservations.com when I made this reservation. I thought I was talking to the hotel. The agent posed as a hotel representative. I asked for the group rate for our wedding party. I was informed the cancellation policy of the hotel was 48 hours prior to arrival. Once I I received my confirmation and caught on I had not been talking to the hotel, and called to cancel my reservation, I was told it was not cancellable. They charged me more than the hotel's rate, plus added additional charges the hotel did not charge. Ended up paying way too much. Felt pretty ripped off, and found the representative I talked to to go along with the deceit and refusal to refund my reservation plus a giant service fee.

I was trying to book a hotel late at night before bed and mistakenly booked off their website instead of directly through the hotel. I called immediately after hitting the "confirm" button to book to try to cancel thinking it was like any other website where you can book and cancel within a certain time frame prior to your stay. In the fine print it says "no cancellations or changes" and they certainly stick to that. Even after speaking to several customer service people who verbally told me I could get a refund, all of their email communication said otherwise & they just never issued a refund and everyone had conflicting stories. One customer service person told me I could get a refund if I called the hotel and had them approve the cancellation (which I did), the second person told me I was definitely getting a refund, then the third person told me they weren't sure if I could get a refund and that the previous two people were misinformed. Most frustrating experience of my life. They must survive off new customers because I can't imagine anyone would book with them on purpose twice.

I thought I was on the hotel site, even asked, "Is this the Hotel"? They stated that they were. Once I gave them my info, they immediately debuted my card with an additional $14.99 that was never mentioned. So when I called back to cancel, they would not let me cancel. Were going to charge me the full amount plus the charge, whether I stayed there or not. They were extremely rude on the phone as well.
Worse company ever, stay away!

I was booking a hotel for a business trip/tired had just got home from work and I typed in the hotels name on google and it immediately took me to there site, I thought I was on the hotels website, so I booked the hotel only to find out my card was immediately debited for the amount of the room plus a 14.99 fee (Ive stayed at the specific hotel in the passed and booked directly through them and they don't usually debit me until the day I show up, which works in my favor for getting the cost refunded to me through work) I realized my mistake once I received and email confirmation and noticed it wasn't directly through them, I called to explain my mistake and supposedly the cancelation is un-refundable. AVOID AT ALL COSTS AND DOUBLE CHECK WHERE WHO YOU ARE ACTUALLY BOOKING THROUGH

I thought I was calling Hampton Inn directly and ended up with this site by mistake. When I got the confirmation of my hotel "deposit" they charged my card for the full 6 days and it was totally nonrefundable. I immediately called explaining I thought I was on the hotel's site but they said it was still nonrefundable as it was hotel policy. I called the hotel directly who said they had a two day nonrefundable policy and they've dealt with this before. This company one hundred percent lied to me. Eight days ago they said they'd call the hotel to confirm it was a 2-day policy and my card would be refunded 5-7 days thereafter if it was so. I have called daily and keep getting the runaround that they haven't yet confirmed it with the hotel. I gave them name and number on who to contact. Never have I dealt with such deception.

My husband booked a hotel through this company. He was very confused thought he was going directly through the hotel. Our travel plans were unexpectedly changed. Called to switch the hotel by one night and in plenty of time - more than one week away. They refused to cancel - per them, it is their policy which my husband did not see until after he booked. They won't cancel either. Could not get a hold of a manager or supervisor - imagine that. Lady had a thick accent. This company doesn't give a $#*! about the customer. Go to their website they make it sound like sucha great company. No flexibility - what a waste of money! Also called the motel - they said they can't change anything either. So don't make any mistakes or have something happen that is out of your control - no help here. Just $$$$ going to this company.

I was extremely tired when I made my reservation, or I would have avoided the booking agent. Still, once I realized my error, I somehow thought the $15 booking fee would be the only additional charge. Believing I might really save on my rooms, I figured I might at least "break even." Silly me. The hotel's actual room rate was $25 less than the Reservations.com rate. I rented 2 single rooms, so ended up paying a total of $65 more for a one-night stay than if I had realized that I was using this site and called the hotel directly. If you use Reservations.com, you won't save a penny, and very likely will pay much more than the hotel is charging.

Thought i was calling the hotel we were going to stay at but i guess not. They told me the price thought it was for 2 nites but it wasnt it was for 1 nite. Very expensive. Got charged 14.99 for something i was never
Tolded about. And you are in the Philippines, no wonder you cant understand what they are saying. I see how people can get confused with the reservations. I will never go thru them again and tell family and friends about the scam they have going on. Not happy at all. If i could i wouldnt even give them a star. There isnt a negative star even to give them.

I thought I was calling Shilo Inn directly. When I asked the representative if she was at the hotel she said yes. I also inquired about renting a meeting room for a business class. She quoted me $99. (I later learned that she didn't have authority to give a quote for meeting rooms). I made the reservation then learned I hadn't actually reached the Shilo Inn. So I called and cancelled it right away. I received my credit card statement and discovered that I was charged a service fee of $14.99. I was never told of that fee. I called to inquire about it and was told that it was a nonrefundable fee. I told them I had not authorized that fee. The representative put me on hold to ask about crediting my credit card. She returned to the call and said that she was told "no". The fee would not be credited. I asked to speak to her supervisor. She put me on hold again. When she returned she said that "as a courtesy" the fee would be credited this "one time". According to her it would take 3 business days to show up on my credit card. I hope this matter is resolved. I am thinking a class action suit might be in order here. How many others have been "swindled" in this way who have NOT received their money back.

I thought I was booking my hotel reservation through the actual hotel but didn't realize until I got my confirmation that not only was it through this website of reservations.com but that the reservation was non-refundable. My time off request at work was denied and now I'm stuck with a 4 night hotel stay that I can't use. Customer Service wouldn't help... said all they could do was cancel my reservation but would not refund any money. I made the reservation after working a night shift which was not a good decision on my part as I missed the fine print of "non-refundable" but most reputable companies care about Customer Service and try to work out a mutually agreeable solution. It's near where my son is starting college in the Fall, so not like I won't need future reservations. I will never use their website again to make hotel reservation.

I made a reservation thru them, and got a confirmation. Bought event tickets, transportation, spent a lot of money. Only to find out the hotel had been booked solid for months. By that point the nearest hotels were many miles from my destination.

I am STILL fighting with them for a refund. They apparently charged my card after I told them there were no rooms. They kept assuring me that the reservation would show up in the hotel computer shortly. Of course, no rooms. Still havent' refunded me - and they are trying to tell me their "service" fee is non-refundable. This is how they make money - overbooking/selling non-existent rooms, then ripping people off for the service fee. I'm telling everyone to stay away from them.

Troy Stone