Reservations.comReviews 6,022

Although you pay extra to be able to change your reservation, when you call in, their system does not allow for this type of service. They must cancel the reservation and then rebook. The issue is if the hotel is fully booked, you lose your reservation. Overall rating for customer service is ZERO (but I could not select no stars). This is a money grabber. Being in the customer experience industry, this is unacceptable.

I thought I was dealing directly with the hotel site, but it was a look-alike funneling the reservation to Reservations.com. When I pushed the book a room button, they charged in full for the entire stay, even though the stay was five months in the future. That's when I knew something wasn't right. I canceled immediately (within minutes), and was told I had to forfeit one night's room charge ($723.75), for a reservation that was 5 months from the booking time. I then called their customer line and was told in no uncertain terms that it was the hotel policy... they they hung up on me, so I redialed and got the same treatment from another representative... who also hung up on me. Makes me wonder if this behavior was part of the program. I rebooked through the direct hotel site and discovered that there is indeed no such hotel policy for cancelation.
In addition to not giving us the refund, the Reservation.com site charged us $19.99 for the transaction fee.
I am going to be extra careful never to do business with these guys again...

This is such a horrible company. I made a reservation and a minute after booking I realized a mistake.

I called and they just read a script. Even blamed the hotel for not allowing to cancel which was a complete lie.

I even did a 3 way call with the hotel and reservation.com and they confirmed they were lying. Do not trust them they just want a quick buck and do not care about repeat customers.

I WILL NEVER BOOK THROUGH THIS SITE AGAIN! Not only were my rooms more expensive, they charged me a $19.99 processing fee and refused to refund any of it. I tried to cancel my rooms two weeks in advance and they told me, my room rates were non refundable and refused to give me a dime back. I understand the processing fee non refundable but not the rooms. Worst customer service... Anna was awful and this is a god awful place to book room through. Rating them one star is one star too many!

They use deceptive practices to make you believe you are at the actual hotel website. After payment is complete is when you realize you are dealing with a third party. In my case the total hotel charge came to be $511 for a 2 night stay, taxes included. They had charged my credit card $686. I have called and emailed them several times with no resolution. They overcharge me $175 of which 19.99 is the cost to make the reservation and the rest are their fees. THERE IS NO SAVINGS HERE!

I paid over $1400 and they refused to call the hotel and change my reservations with Hyatt Regency. Hyatt should not allow this company to book its rooms! Do not use this company. Hyatt would honor a simple change and Resevations.com will not (is not capable) to call the hotel to change the reservation. They lie and keep your money.

SCAM WEBSITE- realized this was not a hilton site that I googled and called to discover no refunds one minute after clicking and customer service outsourced

0 stars, looks identical to Hilton website and HIRED by Hilton. These unprofessional thieves stole 800$ from a hard working local family trying to move. Do not fall victim, tiny tiny logo on the Hilton garden inn website that sends you to a third party. I went to Hilton website DIRECTLY to avoid this. Bull$#*! service charges, they don't follow hotel policies, sounds like train tracks and screaming kids in the background when you call customer service. SCAM. I am very aware of bs like this and didn't even know I was booking though a third party. Disgusting that this is the norm. Asked reservations at Hilton if this happens often and she said "all the time" THEN DO SOMETHING TO STOP IT! Hilton gets the booking so it makes them just as guilty to use this service on their websites. Terrible. Rich get richer

As I asked the lay to apply my hilton awards to my room - I didn't know they couldn't - she said she did. When I called hilton as something seemed wrong they said they can't through that site. When I tried to call the customer service I kept getting to an end of their IUVR syswtem. When I finally got someone I couldn't hear them. So they lie and make it impossible to render any service at all. Stay away from them. And I got charged 19.99 non refundable when I cancdelled within 30 minutes. This is a grand rip off.

No stars if I could…. NEVER EVER EVER WILL I USE THEM. $19.95 non refundable fee was never relayed to me until after I booked. I only saw in after the fact in an email I received. I tried to call back and he said they would "investigate" because every phone call is recorded. Then he said he would transfer me to the supervisor then he HUNG UP. SO MAD.

You have to click on the small print to the right in the box that tells you the terms of your reservation. Naturally, you will not see this when making a reservation. They charge 20 dollars in a booking fee which is absolutely absurd. They also will not refund you for any reason, they say. You need to call their customer service and wade thru all the options and TELL THEM FORCEFULLY that you are cancelling b/c of the reservation fee. They agreed to do that so I didn't insist on cancelling the reservation. They will give you a "one time courtesy" of cancelling the booking fee so at least you'll get your 20 bucks back. They are NOT straightforward about this fee and it is hidden in small print that you must click on. So of course, most people won't see it. This is a lousy way to treat people simply registering for a motel.

They have absolutely NO CUSTOMER SERVICE! Their agent mislead me on MANY levels. I asked about it being Marriott affiliated, she never directly answered my question, it was not. She said it had breakfast included, NO breakfast included. I did not get the room amenities that I had booked. I was not informed of the service fee they charged. The accommodations were unclean and when I had no luck dealing directly with the Comfort Inn & Suites facility, I reached out to reservations.com customer service. They minimized my concerns and in the end told me to handle it myself. Do not use reservations.com! The pictures of "friends" that shared the room with me would not upload, sorry...

I haven't even been to the hotel I am staying at through reservations.com and I already regret it. Book elsewhere! There are too many fees associated with this booking to book here. I was told I could change my booking for no additional charge, and I couldn't. Not without another $200 of course. Save your time, money, and frustrations and book through the hotel. I will NEVER book through reservations.com again.

WORST CUSTOMER SERVICE OF MY LIFE! I booked a hotel stay for an extremely important exam early in the morning--this was to reduce my stress of having to drive from further away the day of the exam. When I checked my reservation confirmation, the website booked me at the wrong Holiday Inn location! I called customer service, and they said there was nothing they could do to help me; reservation was made 5 minutes earlier! I guess next time I will have to take a video of me booking the reservation with the CORRECT hotel location because according to this rep, their website "doesn't have system errors". Oh wait, I am never using reservation.com again after this!

Reservations.com marks up their reservations and I saved $92 booked directly. Also their $19.99 non-refundable fee is a scam. Avoid this site at all costs. Just spend a little effort booking directly. Hope they go out of business.

I booked a Canadian hotel room from in Canada with a Canadian credit card and as I'm a Canadian and the site did not list a currency type I (incorrectly) assumed I was paying Canadian dollars. I also assumed I was on the hotels preferred booking site.

Only down in the tiny fine print legalize at the very bottom of the page do they indicated the prices are in USD which is insane when booking a canadian hotel in canada.

Received my invoice via email and only then are you informed you are charged in USD making the entire booking cost 24% more due to exchange.

Not to mention their $19.99 service fees and additional taxes and fees.

They would not refund anything but did offer to cancel the rooms for me. Ridiculous.

We had a real serious cleanliness problem with a hotel where we had made two separate room reservations for three nights as we traveled with family members. We arrived late at 1:00am and had to check out the next morning to find a clean room. As we traveled together, we obviously checked out together. The Hotel made good on our room but charged three days on the second room even though the manager promised they would waive the three day prepaid stay and would only charge for one night. When I asked Reservations.com to intercede they sided with the Hotel who "conveniently avoided their promise" and would not issue a refund for two nights. Now I have to assert a claim through the credit card company and, possibly, the court system. Very poor.

I thought I was booking my hotel directly through the hotel as I wanted to give my business to them. I entered all information and instead of being taken to a confirmation page to see all the details of my bookings and giving me the opportunity to share any additional information it processed my payment and immediately charged my credit card not only the booking but a hidden service charge of $20. I immediately called their customer service only to be greeted by a condascending customer service rep who repeatedly told me that what I was saying wasn't true. Unbelievably frustrating. I am still fighting for the whole refund.

If the option were available to give less than one star, I would. In a phone call to a customer service agent, the agent hung up while an attempt was made to explain an error that completed a reservation that was not wanted. Admittedly it was customer error to even start the online reservation, but the attempt was made to cancel what had been started - before charges were placed on the credit card. But, in spite of the attempt to cancel by closing all open windows, the reservation was competed and charges immeditely actioned. The contact with the service agent was within minutes, who refused to consider any option for cancellation - then hung up. Inconsiderate and/or impolite would be an understatement.