Reservations.comReviews 6,020

I booked a room using this site. At NO time was I told that my purchase was nonrefundable. I had no idea until I tried to cancel. This site is nothing but garbage. Do NOT use it.

Their website misleads you into thinking you are booking with the hotel. You will end up paying more in their hidden fees than you would if you booked directly through the hotel.

I made a reservation that advertised $314 and then got charged over $125 in "fees and taxes" which were not disclosed when I booked. When I attempted to cancel by phone I was told I couldn't get through. I was able to cancel online but then got charged $20, without being told I would have to pay a fee. Outrageous.

Okay. I am calmer now. If you take a second to review the literally THOUSANDS of complaints listed below by other consumers who got SCREWED by this online company you will understand where I am coming from. Also, there were a good number of reviews that were a rating of "5", but you can see by their description they meant to put a "1" like I did. (actually, I wanted to put a "-110" rating.) So here are my points:

1. They NEVER mention a "NONREFUNDABLE processing fee" of $19.99 in the website UNTIL you enter your credit card number. (By the way, this is a violation of the Uniform Commercial Code in every state in the U.S. -- labeled as a species of Fraud.)
2. When you want to make a reservation for a hotel this site is listed FIRST. You pay Google a little more and they get you moved higher on the list. Bit deal? Yes, especially when it LOOKS like you are at the actual hotel site you were looking for.
3. Once you find out about the $20 fee, you can't reach anyone. The "New Reservation" toll free number tells you that if your reservation is more than 7 days from the date you make the reservation, you have to call back 7 days before your stay to enable them to help other customers who also require their services.
4. But, it gets better! If you call the "Customer Service" number to discuss your reservation, they give you 5 options. NONE of these gives you an option to cancel your reservation. And #5 option tells you that if you have an issue with your reservation talk to the hotel you're planning to stay at because they can't help with anything past the initial reservation!

Yep, best advice, look through all the complaints and you'll see the previous comments mentioned through all of these. If you want some jollies, look at the "1" ratings and see how often them mention that there is NEVER a problem receiving a refund. I wonder who is sending in THOSE reviews...?

Absolutely terrible customer service. Went to book a hotel through the hotel's site and this company popped up. Did not realize that I was booking with a 3rd company until it was to late. Travel plans change due to covid. Reservation.com refused to is to issue a refund, change the date, offer a voucher for later use or anything further to help the situation. Even the amount of time they took to notify me of this decision was unacceptable as it took close to 2 months before they notified me they were keeping my money. I even called and was willing to give the reservation to another family but I was not given a decision until after the date of the reservation. Therefore, leaving me no options.

Wanted Caesar's website to make reservation. Reservations.com presented the same pictures of hotel and rooms as scene on the Caesar's site. I didn't realize I was on the wrong site until I paid for the reservation and saw the $19.99 reservation fee. Immediately called and canceled reservation. Was told by Radgar that all money, including the $19.99 reservation fees would be refunded. I've now made calls for 2 weeks and keep hearing the refund is coming. It never came. Last time I called and gave the reservation number, the agent hung up on me.

After getting a confirmation! I'd made my reservation over a month in advance. I thought I would have no problem. Wrong!
After getting dropped off after my emotional memorial service looking forward to a nice bed. I check in and showed them my confirmation. Oops " we have no room for you. And I'm sorry we are all booked up! I then had to get another last-minute reservation in the next town and take a Cab there! Talk about a nightmare! Never EVER again

Do not use them. They charge you hidden fees without telling you. You end up paying a lot more than what they initially tell you. Outright thieves.

Upon trying to cancel my reservation within acceptable limit, I could not get a hold of anyone answering the cancellation line. So I tried their online cancellation system which made me think I was pressing a button to confirm cancellation except in small writing underneath it said confirm reservation and pay now. After realizing they don't pick up the cancellation phone lines I was able to contact someone by pretending to book another reservation. Worst customer service as I was hung up on multiple times and told I should have read more clearly before confirming the reservation I was trying to cancel. I know they canceled the my reservation with the hotel but Still waiting to see if they continue with payment on my credit card.

Do not use this booking site! We booked a hotel room for one night a week in advance. I woke up next day with covid symptoms and called to cancel my booking and was told "NO REFUNDS" both by the person in customer service and again by the manager. They both said it is clearly stated on the confirmation email. Trouble is by then it's too late they have already charged your credit card by the time you get the confirmation. If I could give them less than 1 star I would. Use another booking site and make sure they offer cancellation.

Unable to get a reservation at the hotel of my choice, I was connected with reservations.com who they said could help me find a hotel nearby. They booked me into a Quality Inn. The reservation was one week away, so I was surprised when the charge appeared on my credit card immediately. When I checked out of the Quality Inn. They gave me a receipt for $134. Reservations.com had charged me $187. When I called about getting the difference back, I was told they would credit my MasterCard. That never happened. I wrote an extensive email attaching documentation. They responded saying that because I accepted the stated rate Reservations.com quoted, that no refund was due. I obviously won't be using them ever again, and I would recommend others stay clear of these thieves.

Do not use this site. They run add and 1st thing that pops up for the hotel you are trying to make reservations. They hide there fees and do not notice it until when you receive credit card bill. Very deceptive practice. Check the URL address carefully and stay away from this company. They will charge you separate $19.99 plus inflated hotel charges. Of course, once you pay for your reservation, it will clearly state $19.99 charges. Only after you pay for the reservation so it is very had to find the extra charge Reservation do com is sneaking into your bill.

I received an email ad that looked like it was from a hotel I'd stayed in before but was actually from reservations.com. The room rate advertised was $20 less than the hotel's website, so I went ahead and reserved a room. It was only afterwards that they let you know there's a $19.95 non-refundable "service fee" (so clearly their advertising the room rate as $20 cheaper was clickbait). Also, I don't know how they're calculating "fees & taxes" but they're substantially more than what's charged on Expedia or other sites. Basically, using reservations.com cost me apx $40 more than if I'd used Expedia or even the hotel's. As a warning, if you receive an email that looks like it's from a hotel but is really from reservations.com: DELETE IT.

They booked wrong hotel in wrong STATE. Called, stated they corrected - all set. Never received e-mail confirmation of the alleged correction, but found they charged me for what I presume was another hotel. Three charges on my bank statement, no confirmation of reservations. Called again, verbally relayed what reservation they made on my behalf. After having to ask FOUR times, whatever hotel they booked was wrong again! The "agent" (out of USA - likely India), said the double + charge was because of the other hotel, now corrected to the right state - cost double (if they had booked at hotel I requested, the total was less than either of their charges!). I was hung up on 3 times, before I got "Jane" - who confirmed all the charges and errors, and "... was so sorry, but, would I be interested in a current promotion...". Absurdity! I told her a dozen times to REFUND my money. She finally stated she had done so and it would show up in SEVEN to TEN days (they took money from my account - within seconds of making the reservation - twice, once without authorization!). She also said she would send
E-mail. I haven't received any email or refunds to my account. I am going to report them to my state Attorney General's Office and have already reported the issue to my bank. -

Reservations.com or better, ripoff.com, answered my call to a Marriott hotel recently, not revealing who they were and let me think I was speaking with the hotel desk itself... little did I realize when due to an accident and dog requiring emergency surgery, i had to cancel my overnite stay. So i called as stated in the Marriott policy 24 hours before, really 30 hours before. Only to fin dout that resrevarions.com had tricked me an dhad made the reservations, bu the way about $90 more than the same overnite 2 months prior.and no refund. Forget their support, what a joke that is, they are nothing but a rip off.