Reservations.comReviews 6,023

I thought I was booking directly with the hotel. For some reason my transaction was processed twice. I immediately called and was redirected to another phone number. I called no less than 6 different numbers and multiple representatives at the same locations. At one point I was told to call Expedia Germany. After the first 3 calls I began asking for a supervisor and was told no one was available. I finally decided to call my bank and was able to dispute the charges. This was such an aggravating experience. Never again. In the future, I will always make sure that I am booking directly with the hotel or through a reputable third party site.

OMG, avoid this scam site. They come up on google as a top choice, but are total scam artists. Read every single bit of fine print. I tried to cancel a hotel reservation with them just a couple of days after I made it, and 38 days before my arrival date, and they want to charge 33% of the total bill including cleaning fees. When pressed, they lie and say its the hotel policy and to call the hotel. Once you figure out they are lying, they give you the run-around and bounce you to a new representative every 2 minutes while continuing to lie and make excuses. Call the places directly and avoid using this website for anything, ever.

I booked my room through them at 9pm. Got to the hotel at 11 and they said there was no reservation made for me. I called and called and called and called. Every time I talked to a representative they'd take my info, then put me on hold and never come back. By 12 that night they said they figured it out. They had to reboot their computer and then the info came through to my hotel. But by that time my room was gone. So I had to pay for a 2 bed room, but only got a single bed room. They wouldn't credit me any money back for their fault. I'll go above and beyond next time to make sure I never use them again.

BE CAREFUL, THEY MASK THEMSELVES TO LOOK LIKE YOU ARE MAKING REZ THROUGH HOTEL... BUT NOOOOOOOOOOOO. YOU ARE GETTING A 3RD PARTY SYSTEM CALLED RESERVATIONS.COM WHICH IS A SUBSET OF EXPEDIA.
I ONLY FOUND OUT I HAD REZ THROUGH 3RD PARTY WHEN I GOT THEIR CONFIRMATION BACK AND IT WAS ON A CHEAP LOOKING E-MAIL FORM LETTER. SMELLED WRONG THEN. CALLED TO CANCEL, TO SOMEWHERE IN CHINA OR SOMEWHERE AND THEN YOU FIND OUT IT IS A NON-REFUNDABLE BOOKING... HELLO. TO SHORTEN THE STORY HERE IS WHAT YOU DO TO GET THIS CRAP REVERSED.
1. CALL YOU HOTEL AND TELL THEM WHAT HAPPENED. GET THE NAME OF SOMEONE THAT REZ.COM CAN CALL AND "WAIVE" THE CHARGE.
2. CALLL REZ.COM ON THEIR TOLL FREE NUMBER AND YOU WILL GET SOME COUNTRY SOMEWHERE.
3. THEY WILL TELL YOU THAT THEIR SUPERVISOR WILL HAVE TO CALL THE HOTEL AND GET A WAIVER OF THE CHARGES... WHICH THEY DO.
4. GIVE THEM THE NAME AND PHONE NUMBER OF THE PERSON TO TALK WITH AT THE HOTEL.
5. STAY ON THE LINE AND WAIT FOR AN ANSWER.
6. THEY WILL COME BACK WITH A WAIVED CHARGE, BUT THEY WON'T GIVE YOU A "FULL" REFUND. WILL TRY TO KEEP ABOUT $14.99 AS A "FEE".
7. RAISE HECK AT THIS AND THEY WILL AGREE TO REFUND THAT ALSO.
8. GET THEM TO E-MAIL YOU A CANCELLATION NOTICE. WHICH THEY WILL DO. BUT, IT WILL NOT HAVE ANY AMOUNT ON IT.
9. IN THE MEAN TIME, BLOCK/DISPUTE THE CHARGE TO YOUR CREDIT CARD SO IT WON'T PAY ANYTHING. JUST FOR INSURANCE.
10. FINALLY... DON'T EVER, EVER, EVER DEAL WITH A 3RD PARTY BOOKING AGENT FOR HOTELS.

I AM EXHAUSTED.

I thought I had booked through the hotel and didn't know that I would be charged an additional $14 fee for managing the reservation. I gave two stars because they did refund my room when I talked with the hotel and the hotel agreed to refund the amount. The original room price was $83 and after their charges, the room price was $130.95.

Deceptive. Plain, simple. You think you are on the main hotel website. Nowhere does it say Pre-payment. Nowhere. In fact... I opened up the additional information and it CLEARLY states that "cancellations or changes after 4 pm (on the day of my reservation)" etc etc may be subject to a charge. Which is what every single hotel reservation out there states. The difference? These guys charge me a $35.67 USD "service charge" and a n additional "$14.99" reservation charge. Precisely WHERE on your site does it state this? Complete cash grab. These guys are purposely deceiving. I have already filed with the BBB and will make sure every penny I am out is recovered. I cancelled but of course they gave me the 7-10 business day standard... and when asked about the $14.99 USD charge which I didn't authorize they told me is have to dispute this with my credit card company. Wish honest people would operate honest companies. What goes around comes around. I sleep well at night. These people associated with this company will have their day. Karma is a $#*!.

Stay far away from this business, they keep telling you they've refunded my service fee (called them within 5 min of booking as it was a mistake and I never went on the trip) but refuse to provide any written confirmation of anything and will keep telling you to call the bank. I've called in about 5 times over the last month and have been promised emails, and to wait 3-5 more days every time and nothing happens. Im disputing their service fee through the CC now. Total waste of time and this company is running a scam with all oversees customer service that have no authority to do anything.

Warning, this site is misleading, does not state the terms clearly up front, says they
Have charged your account the full amount of your stay the minute you pressed the "book" button, has a no refund policy and their customer "service" is impossible to deal with. When I booked a room I thought I was on the hotel website, it was not clear it was a second party site. After booking I was informed I had just paid the full amount and there was not refunds. The links on the confirming e-mail to the site did not work so sent an e-mail reply canceling the reservation and called customer service. I was told repeatedly the hotel policy did not allow refunds. I repeatedly asked to talk to a supervisor and then finally was put on hold for 30 min and when the rep returned he said he called the hotel and their policy would not allow refunds. While on hold I checked the hotel website and for the same room rate the consolation policy was a full refund if canceled 48 hours prior to arrival so I again asked to talk to a supervisor and was put on hold and waited 30 minutes and was disconnected. I called back the next night and tried again and the rep said his "support team" would call the hotel to confirm. I waited on hold for another 30 minutes and the rep confirmed I was correct but a manager was not available at the Hotel to authorize the refund and he would call back in 2 hours. It as to late so I asked him to call back the next day. He did not call so I called him back because I had requested his direct line. Again I got the same line that he had to work with his "support team" and put me on hold for the minimum 30 minutes and was again told they could not reach a hotel manager. The rep said he would "escalate" the request, what ever that means, and would send me an e-mail the next day. I am going to dispute the charge with VISA and be very careful on the booking policies on any website in the future.

I thought I was calling La Quinta Inns as I was on their website and I do not book through third parties. The only reason I called was I was having problems booking online. I asked if I was speaking directly with the hotel and she said they handle that location's reservations. I asked multiple times why she would not take my rewards number and she said to present it at check in. I cancelled the reservation the day it was made and if I go to their site it does not show a reservation. I called when I noticed my credit card had 2 charges (one being the $14.99 fee that was NEVER mentioned). I called and was told that I did not cancel-he was unable to explain why it appeared to me that there was no reservation. I have yet to be refunded any money but I will be reporting them to LaQuinta and the BBB. They do not answer questions asked and apparently they do not process cancellations. I too do not have any idea as to how I was directed to them.