Reservations.comReviews 6,023

I was trying to make a reservation directly with a hotel and somehow got logged on to reservations.com. I was charged more than $100 more than I would have been charged by the hotel booking directly.

No customer service. Made an error on book two hotel rooms. Called customer service immediately. Could not amend or change in any way. Could not do anything. Did not offer any assistance. Just didn't care. Had the money and could care less. I made the mistake of making the reservation with them. I thought I was on the hotel website. Won't do that again. Booking.com is so much better. Only giving one star since I can't leave this review with no stars.

I made hotel reservations and I was charged $373.87 in taxes and fees. Room charge was $789.96. Terrible and then it is non refundable. I would never do business with them again. Tried to call and explain that I made an error and they hung up on me. I am not a unreasonable person. This just does not make sense. Buyer Beware.

Do not think of using these crooks for a hotel reservation. Most of their reservations are nonrefundable and if you avoid this trap you still get socked with huge and undisclosed fees. In y case, the same room was available on the hotel's website for significantly less. They label the fees as "taxes and fees" but the taxes are just a small amount of what they tack on to the room rate. Upon cancelling, they take 30 days to process a refund even though they charged my card within seconds.

This company is awful. Beware. Will never book through them again.

I made a reservation through them, and when I got to the hotel they had no record of my booking. My booking they made was in a while different state. After disputing and fighting with them, they only refunded me partially, not for my whole payment made to them.
Horrible company, and will be disputing with my cc company. I will also report to the Better Business Bureau.
I wouldn't even give them a star.

I don't typically give reviews, but this one deserved one... and not a good one! If you come across this site for guest Reservations.com, I suggest you keep on scrolling, DO NOT use this service. I was looking to reserve a room with the hotel and they tie this site to the actual hotel name so you think this is a hotel service. This is a service in the philippines and has nothing to do with the hotel chain. They quote you a sale price but when they process the charge, they overcharge by hundreds of dollars. Then because they screwed up, they not only tell you it could take up to 30 days to refund, they automatically charge you a $19.99 fee! This is a total scam! I would advise no one use this site if they don't want unwanted charges hitting their credit card.

I booked a hotel for my friend's wedding and somehow was routed to reserve through this service (I wasn't aware until I went to cancel). This is a ZERO value-add service (just call/use the hotel's reservation system directly - it's just as easy) and they have an extremely punitive cancellation policy. I am a business traveler and I have never heard of a 72 hour non-refundable cancellation policy. I tested positive for COVID and had to cancel my reservation. When I saw the cancellation policy I assumed there would be an easy way to bypass the policy given we are in a global pandemic and this must happen all the time. They said the best they could do was to "submit a refund request" and I would hear back in 7-10 days. I have very low confidence that I will receive my refund (will update my post if I do) even though I showed them my positive test results. PLEASE go directly to the hotels to book your trip so you can be certain of the industry standard cancellation policy of 24 hours is in place. If you are online and see that "reservations.com" is powering your booking STOP what you are doing and find a new way to book. This was a $300 lesson for me and I don't want others to fall into the same fate.

You should always book directly with the hotel, or the hotels reservation system, and look out for the ads that pop up at the top of the list. My flight was cancelled at the Edmonton international airport, and while I was re-booking on the next flight, I searched Google for "Renaissance Edmonton airport". I clicked on the first site in the photo below, filled out their reservation request on their site, and clicked reserve. An error message pops up, that it didn't go through, and that you need to call into an agent. So of course I clicked on the number and booked with an agent in the Philippines. I walk over to the hotel at the airport and they tell me that I have two rooms reserved when I only needed one. So I called back and while I was waiting on hold, I found 2077 reviews, 1.52 star rating, mostly negative with a scam for getting two rooms and only requesting one. I called back and the agent came back on and said that I would get a refund in 8 to 10 business days. To my shock, I did get a refund, however, they did charge me their $19.99 fee three times. If you read the reviews I am one of the lucky few to get an actual refund. I'm reporting this to my credit card company, the RCMP, and Marketplace, a consumer advocate group. Someone needs to put this company in its place, or as I read, start a class action suit.

Never received a confirmation email, nor was I told my money was non-refundable. So I'm basically giving them money for staying at home for four days! Poor people in customer service that have to deal with the complaints! This is a scam company - if I could select zero stars I would

For six months I have been waiting for a promised refund, which will obviously never come. These people are lying scumbags. They rate a zero, not even a one.

I will be highly discouraged to book hotels through this portal. You will run pillar to post for changes and you will write till eternity but they will just avoid solving the problem. A simple thing like cancellation: they pass the ball.

Please do your research before booking on this site. First of all you think you are entering the hotel website to make a reservation directly. But you are not. Obviously Reservations.com has paid a hefty price to become the first in line on google and make the consumer think they are entering the website of the actual hotel. I thought I was making a legitimate booking on the hotel website and did not realize that wasn't the case until the email confirmation was sent. Within 3 minutes of booking and receiving the confirmation I called Reservations. Com to try and cancel. I was told that they would contact the Hotel partner directly and see if they would accept my cancelation. The next morning I received an email from Reservations.com saying that the request had been denied. I then contacted the hotel directly and was told they almost always grant a cancellation and the manager promptly cancelled my reservation and sent an email to the reservations.com with a cancellation number. After a few days I noticed the charge still existed on my account so I reached out again and was given the exact same spiel about reaching out to the partner. I was granted my cancellation after a lot of back and forth and I'm sure there will be a hefty penalty fee. I will always now be extremely careful when booking a hotel and I suggest to all of you reading this that you first check to make sure who you are booking with before agreeing to the reservation. And... you are charged a $19.99 service fee for booking with them. Which is a complete rip off when most sites don't charge the client they pass that cost on to the partner.

Best Western sells blocks of rooms to third parties like Reservations.com, who can resell them and impose undisclosed cancellation policies different from Best Western's. In this case the reservation was clearly cancellable within 48 hours. I cancelled four days in advance. Both the hotel (Caprock Inn) and Best Western confirmed the cancellations and that I had NOT BEEN CHARGED. Yet the reservations.com charge is on my credit card. Reservations.com sent a BS email about how it was the hotel that refused a refund, the cancellation was less than 72 hours before check in, etc. A half dozen reasons, none of which were disclosed during the reservation process, none of them true or policies of either Best Western or Caprock Inn. Just lies. Laughably, that email was sent four days before the check in date. Last time I checked that was more than 72 hours.

Neither Best Western nor Caprock Inn made the charge, so they can't refund it.

So neither the family business that runs Caprock Inn nor Best Western got anything out of this. All the money went to reservations.com, not just a fee, all of it.

Company asked for positive Covid test in order to grant refund. Hotel was compliant, this vendor is giving us the run-around. Would not have used this service had I read reviews first.

I made a reservation with these guys and had to cancel because of loss of flight/covid cancellation. The room was approx. 165 for one night, these stiffs charged me 146 dollars for a "cancellation fee" off season. Beware what you click on, some people get ten years in the pen for stealing a pack of smokes out of a convenience store, these carpetbagging cats just do this on a regular basis

When I aimed to make a reservation it charged my card for the full amount. Then, below the cc information, after pressing book, it says ‘non/refundable'. I immediately called them and was stoned walled and told I should have read their policies. I asked for a manger who then raised his voice, told me there was nothing he could do except send it to billing's. Told me repeatedly it was my own fault for not having read the policy. I explained I did not wish to pay in advance because of Covid. He said it was too bad for me.

I recently booked a hotel on Reservations.com. Immediately after the reservation went through I realized the date was wrong. I tried to call customer service to change the date to the following day (New Year's Eve) and they wouldn't change my date for me, even though the hotel had another room available for New Year's Eve. Not able to cancel or switch my dates, I am now stuck with a hotel room I do not need or want the day before New Year's Eve. Worst customer experience I have ever dealt with.

After the fact, I now know why they rate 1.5 stars out of 5, and are not accredited by better business bureau.
My experience after booking is their refusal to cancel a reservation due to COVID concerns with my risk status. After maybe 5 phone conversations they required me to obtain the hotels permission to cancel the reservation. The hotel was very willing, but Reservations.com required the hotels written permission. An email was not sufficient and the hotel was then required to submit permission with a PDF transmission. While they accepted this, they refunded the hotel fee but stated that they would not refund their fees. Out $50. They should not be allowed to do business with any hotel group.

Booked hotel for daughter…flight was canceled by Air Canada. We phoned for reimbursement or credit for hotel booking... none was given. DO NOT WASTE YOUR TIME ON THIS WEBSITE!