Reservations.comReviews 6,018

Original post:
I made a reservation, made a mistake. TWo seconds later they wouldn't change the reservation. Help me? Zero "nada, nothing. Then they charge on top of what the hotel charges. Use any other travel service they're cheaper and provide service. Fees for doing nothing. But I called him on it deny deny.

Charge me $15 on top of $100 reservation
3/28/19 update
They canceled the charges on my credit card and cancel the double booking. This resolves my concerns. Loss? Time and peace of mind.

Recently booked a hotel stay with reservations.com and afterwards noticed that it was only for one night instead of two. I tried to change it and it would not let me so I called the hotel and made the corrections. I was then charged twice for the first night and they refused to refund me stating stating it was past the cancellation policy timeframe. I explained repeatedly that I did not cancel the reservation, I extended the stay and it did not matter. The customer service representative was rude and would not let me talk to a supervisor, and then finally she hung up on me. Luckily the hotel was really understanding and they refunded me after I explained what had happened. Do not use this company! They are terrible and they even charge a $14.99 "service fee" for doing NOTHING! Terrible experience all the way around and I wish I would have read these reviews first.

My large organization booked a group rate for the Institute of Healthcare Improvement Conference in Orlando Florida, Marriott. I was booked for this conference and hotel, however had to cancel about a month before the conference. I was charged $1,235 to my personal credit card for apparently a cancellation fee as somehow according to hotel reservations, my reservation was booked outside of the group. Not sure how this error happened, but everyone including the hotel had this cancellation way in advance. One can see my organization was a group rate, and I was somehow booked outside this group. Also IHI is a national healthcare conference. I can't imagine they would do business with a company that would not give refunds. My organization and myself have been on the phone multiple times with hotel reservations. They say their middle man, Hotel Partners, has reviewed and declined our refund request. I haven't been able to speak with anyone higher than the gentleman on the phone who was very nice, but unable to help. I would just like hotel reservations to know my organization as well as the IHI and anyone we do business with in the future will work directly with the hotel. I feel like someone made money off of an error. Just poor business in my opinion. Denise

I recently mistakenly booked a room through reservations.com and ended up being out money. I used the number for reservations.com by accident, as on the Google search it looked like I was calling the reservation line for the hotel. The room I was booking was under a block booking code - which I gave to the agent. Instead of letting me know that this wasn't a reservation.com booking code, the agent took my code and then informed me that all the rooms at the rate were gone. The rate she booked me under was almost double the price. After speaking to my colleagues, who booked rooms under the booking code after me, I called the hotel and found out that I'd booked through Expedia. I called back immediately to cancel (well within the cancellation policy), and they did say they would refund the money. However, the money the refunded does not add up to the amount of money they charged me. When I phoned back regarding the booking, I was informed that according to their records I had been refunded everything but the non refundable service fee. I ask why I should pay a fee for a service that I wouldn't have used if I hadn't been mislead? I understand that I made the booking, but I wouldn't have made the booking if I hadn't been mislead by the agent, and I certainly shouldn't be out money from the experience.

My advice is to book directly through the hotel. And when you call make double sure that you're talking to the hotel and not reservations.com

This booking service is misleading. No customer service. They will not help you. I tried calling g within 24 hours of my booking g once u realized their policy. On hold for 45 minutes I hung up. Tried again the next to be told there nothing they could do. This business does not care about customers. And my reservation was over 2 months away and they refused to help or modify at all. You must read the entire website before booking because the cancellation policy does show up until after they take your money.

I was managing several different travel plans when booking a hotel and accidentally booked through this site. When I saw the price, it didn't add up. I was quoted $74/night, but that was only for the first night. They didn't show me that the price doubled for the 2nd and 3rd night. I called immediately to try and reverse it. Their customer service is hard to navigate to begin with. I was told there was no cancellation and my card was already charged. Two or 3 phone calls in I finally got someone to tell me that if the hotel approved a cancellation, they could submit it to their billing department and potentially issue a refund. I talked to the front desk person at the hotel and she was more than happy to help. She approved the cancellation and even called the customer service department at Reservations.com (which I learned is actually PRICELINE) to verify it. I got a letter the next day from their billing department saying it had been submitted, but no decision was made. Well, later that night, they basically said "Screw you, we have your money and we don't care about your situation because we have a 'policy'." They could have cancelled it, and refunded me, but simply chose not to, even tho the hotel was offering to cancel it on their end. I called the hotel back to make sure that I still had a room. I was fully expecting that they would keep my money and refuse to pay the hotel, and I'd end up without a room - which is exactly what the lady at the hotel said they have done to them before. This company is bad news. Don't use them! Beware.

Incredibly deceptive bordering on purposefully so. Reserved a room and later, due to a change of plans had to cancel, this was still 5 days before my stay. I log in and there was a link to change or cancel my reservation which i clicked. Then I was given the option of saying "YES IM SURE" what I didn't see, in the fine print was I was saying yes to keeping my reservation and just getting a 14.99 discount instead of what i wanted, which was to cancel entirely. I called customer service and they were completely unhelpful said there was nothing they could do. I am writing a letting to the BBB as well as the FTC not that it will help but it will make me feel better.

Horrible customer service. After booking I received a text message with no confirmation number. When i called reservations. Com to confirm my booking and get a confirmation number they hung up on me 4 times then put me on hold for 20 minutes. I asked them to email me my hotel booking information and they said it will take 24 hours to receive the booking information. I ended up calling the hotel directly and having them email me my reservation confirmation.