Reservations.comReviews 6,027

Update: After being contacted by the Better Business Bureau, reservations.com refunded my money in full. While I do appreciate this, reservations.com continues to use misleading web addresses.

Original review: My husband and I wish to stay in the Best Western Hotel in Boulder Colorado in early March. After looking at some online reservation websites, I decided to go through the hotel website directly to reserve, as I have a gift card. I googled Best Western Boulder Colorado and made the reservation. Having done so, I was astonished to find, not only had I booked through reservations.com (the website address came up as BestWesternBoulder.reservations.com), I am unable to cancel the reservation. I have made many reservations through other online websites and have never been unable to cancel a reservation of any kind.

I immediately called customer service at reservations.com. When I spoke with the customer service representative, I was told cancellations were not allowed because that was the policy of the hotel. However, when I spoke with the manager at Best Western, Boulder Colorado, I was told the policy was reservation.com's. I was also told this problem was beginning to occur frequently - that reservations.com were seemingly 'tricking' online customers. I suggested to the manager that Best Western might want to review its relationship with reservations.com and perhaps refuse to accept bookings through them.

I did go back to look at the site that I had booked on and did find a link to their cancellation policy. However, such a policy should be more apparent - perhaps a pop-up warning before the final acceptance by the user.

I should also point out that when my credit card company tried to call them to attempt to negotiate something, their call was blocked with a message saying they could not connect 'from your region'. And when I tried to place a third-party call to reservations.com in order to include my credit card representative, I was immediately disconnected. It seems clear to me that reservations.com understands that its policies are questionable and that they do not wish to deal with complaints.

Do not use this website. Stay away! I made a reservation for a Canadian hotel because the price was lower. What wasn't revealed was that the price was in USD. I didn't find this out until I received the confirmation email. I cancelled the reservation within 5 minutes because their price ended up higher than the hotel's price after the conversion.
When I received my next Visa bill there was a charge of $14.99 USD. They deceitfully not disclose all of the fees at the time of reservation and the service fee of $14.99 when the reservation is cancelled. I contacted Customer Service about not disclosing all of the fees. They told me that just how their system works and that it's impossible to refund the service fee. They should refund the service fee.

They pretend to be the hotels website, charges in USD even when booking a canadian hotel then turns around and pays the hotel in CAD (so they charge $100USD and then pay the hotel $100CAD pocketing the difference). When the hotel offers discounts and allows you to cancel a day early for no cost they send the money back to reservations.com who then refuse to pass the money back to the user instead pocketing the difference. This is pure and simple THEFT. When the buyer and the seller both agree to waive a fee the middle man is not allowed to pocket the money. I would rather the hotel get the extra day than these thieves.

I went to book through what I thought was the actual hotel... same logos, pictures, etc. Instead, it was reservations.com! Not only did they charge their OWN booking fee of $14.99, they charged additional fees in excess of $50! Then they charged my credit card FULL PRICE for the hotel, that I was reserving months in advance! I cancelled my booking immediately and called their customer service, which is sorely lacking. I was asked if I had booked online, which I had, and the rep laughed and said Oh, so you didnt see our fine print saying that we charge full price up front! So, within 10 minutes, they charged my credit card, but cant refund me for 10-15 days... up to 30 days! And, they keep the $14.99 for MY trouble! What a complete SCAM! Even if they keep my $14.99, its STILL cheaper to book directly through the hotel! Im so upset that this type of thing can happen!

Reservations.com is overpriced, misleading, and downright dishonest. Their site is set up so you think that you are booking with the actual hotel. I called to book, but when I questioned the exhorbitant extra charges above the advertised room rate, they said it was taxes, which was a blatant lie. They charge fees above the room rate and then they charge an extra 15.00 non-refundable booking fee. I still save $95 by cancelling and booking directly with the hotel and I did not have to be charged for the room up front. I do not recommend reservations.com and I will be careful not to use them again.

Sorry that I didn't check reviews before using Reservations.com. I was trying to book a room through Expedia at Microtel Klamath Falls for June 2018. For some reason I could not. I went on what I thought was Microtel's site and booked the room. A couple weeks ago, we changed the route on our Motorcycle Run and I was not going to need the room because we would be somewhere else at that time. I called Microtel to cancel. They told me I had a reservation, but I would have to cancel it through the site I booked it with. After checking my Credit Card statement I saw two payments on there. One for the Hotel and one for a service charge of $14.95 to, you guessed it, Revervations.com I called the customer service number. Person that helped me told me I could cancel the reservation, but the Fee for the hotel and the service charge were not refundable. I did not cancel it, but I won't be using it. Scam.

I went on line today and did an online booking for the Renaisssance Emonton Airport hotel. The live chat came up and I asked if this was payable in Canadian Funds, was advised yes. When the email came through it was in American Funds which equated to some $100 more in fees that calling and booking with the hotel directly. I called Reservations.Com on 4 occasions today and got an extreme run around, I had to call the hotel and ask if they would cancel, was told I had to call the hotel as it is non refundable. They also advised that they were an agent of the hotel which was false reservations.com pays Google to be out in front. So as it stands at this time I am waiting to have this cancelled, I believe this is consumer fraud and this company should be reported to the Better Business Bureau. If satisfaction is not reached I will have to deal with the Credit Card Company to cancel payment. Wish I had read these reviews first.

I called in today to book a hotel room in kindersley SK Canada for tonight. I was told it was going to be $115 Canadian. I asked three times and made sure it was for today Jan 6. When I look on my bank account they took off $129 and a another $20. And then when I called in I was told that the booking was made for Jan 7 and if I wanted to change it. It was cash me more. I asked to speak to the ladys manager and I was told I was not aloud too. Worst company ever

I had worst experience. I booked hotel through this website, Microtel Inn San Antonio, located near north or 3911(please google the address) paid $134.01 for 2-nights, on dec. 20th 2017. Got there after 4-hours drive, the receptionist gave me a room on 3rd floor, the elevator was broken, very noisey, there was no lock inside the room. Anyone could enter the room, the sheets were dirty, bath room was not clean, I came back to reception and asked receptionist to change the room. She refused and went to fix the lock. 15 mins later she came and told me she fixed the lock. I asked her to let me speak with manager, she said there was no manager available and refused to changed the room and refund the amount charged on the credit card.
I complaint to reservation.com and reservation.com is saying, Microtel Inn receptionist is saying" I have used the reservation" and refused to refund. Now its over 2-weeks fighting for refund and wasting my precious time.
Please DO NOT USE RESERVATIONS.COM for any Booking... this website charge $14.99 a booking fee wow... customers they dont know. Well please save your money, do not waste by reserving from this website. There is NO Customer service, the phone attendants are Rude,.
Thanks for reading

On Jan. 1,2018 we broke down and were stranded overnight in Blythewood, S. C. with 2 children. Tried to book a room in the Comfort Inn in Blythewood, S. C. and they booked us at the Comfort Inn in Bluffton, S. C. 3 hours south of where we were stranded. They refused to change the reservation and said they cant do anything and when I told them that we had 2 children and the temperature was 13 degrees I was told that they cant do anything. I ended up speaking to 3 different people: 1 for the reservation and 2 others to try and change it, none of the people I spoke to spoke or apparently understood clear English. This company should be shut down and investigated. Because of them I have lost $135.23 and have been told that I cant do anything about it.

This is the worst and most fraudulant booking engine for hotels. You make booking that appears to be direct by the hotel... and it's not. You are booking a canadian hotel on a site that appears to be the hotel direct (Canadian) and are charged in American funds. Total and utter BS. Ask for a call back, you will not get one. They claim refund within 5-7 days, yet they haven't taken care of cancelling hotel reservation with the hotel!

My wife booked a reservation for a Hampton Inn in northern California while driving north on California's Interstate 5. She thought she was talking to the Hampton's reservation line, but she was talking to someone at reservations.com. The person at reservations.com took her request and our credit card info without mentioning that there is a $14.99 fee for booking through them. When we got to the Hampton, they did not have our reservation. My wife redialed the phone number she'd used and realized she was talking to reservations.com. It was then that she learned they had booked us into a Super 8 motel in upper New York State, roughly 3,000 miles from the California Hampton Inn she had asked for.

It has taken several long phone calls and much arguing to get these bozos to take the charges off of our card. They now say the charges will be removed within 10-15 days. Before I lobbied them into refunding the room charge in New York -- and their $14.99 service charge -- they told me several times they would not do a refund; the motel would not do a refund; and no one at the Super 8 motel was answering their phone.

Funny thing is that I had no trouble getting Carlos, the night manager at the the New York Super 8, on the line. Carlos, who is friendly and helpful, told me that he had zero control over the charges. That was up to reservations.com. Carlos did, however, quickly make sure our incorrect reservation was cancelled at his end. That was all he could do to help clean up reservation.com's error.

Seldom have I dealt with a company that is so quick to blow off a customer when the error is clearly theirs. Even the confirming email they sent, which did not arrive in my wife's phone until the next day, says the reservation is for the New York Super 8 in Middletown, but the address is that of the California Hampton Inn. It was a mistake. Everyone makes them, but not everyone lies to customers and makes them jump through hoops to correct an error made by their employee, a faceless person sitting next to a phone somewhere in India.