Reservations.comReviews 6,023

I went to the Days Inn website thinking I was booking directly through Days Inn. After I confirmed my reservation, I realized I was on a booking site and they charged me a $19.99 service fee in addition to $22 of fees and taxes. Nowhere on the check out was there a statement of fees until after I hit "confirm". When I called the hotel directly, I was told I could have booked the room for $75 inclusive instead of $117+. I called reservations.com and was on hold for about 15 minutes. I was told I could cancel my reservation but would not get the $19.99 service fee back. I asked to speak to the manager. After another 15 minute hold, I spoke to her and insisted on getting a refund of the service fee. She did, but only after I promised not to cancel the reservation. I will NEVER reserve a room online again because of companies like this that disguise themselves as the hotel and charge outrageous, nonrefundable fees. There should be laws against this type of thing!

Made reservations for a specific hotel, I did not realize it was Reservations.com. Had to cut 1 night short, Hotel approved it due to illness but Reservations.com will not refund my money-will not have Billing call me. 3 weeks, 5 emails-- nothing

Like previous reviews, I would give a ZERO if that were an option. Reservations.com should be shut down because it's a scam to rip people off.

I mistakenly reserved 5 nights at a Marriott Hotel I thought was in Ft. Bragg, CA, but it turned out to be Ft. Bragg, NC. When I realized my error and called them today (3/15/21), I was told that it's not their problem. The man I spoke with said that I made the mistake, so it's on me. It's not their problem. This was for $808 plus their $19.99 fee, and I can't afford to throw that much money away. He also said that there is a NO REFUND POLICY if you have to cancel. Bear in mind this reservation is for THREE MONTHS FROM NOW.

When you call, this is what their recording says if you want to cancel a reservation: Push 1 if your arrival date is more than seven days; push 2 if your arrival date is within the next seven days. Then you get this message: "We ask you to delay your call until seven days before your arrival date." This doesn't work because I'm being charged interest on my credit card for this $808 purchase. In addition to that, it's unethical to make it impossible for people to receive a refund on a cancellation.

After I spoke with the man who is the Reservations.com rep, I called my credit card company. They told me they can't cancel the charge because in the confirmation from Reservations.com, it says "Hotel Cancellation Policy: Each room in this reservation is subject to the hotel's cancellation policy which is 'THIS RESERVATION IS NON-REFUNDABLE.' "

So in desperation, I called the Marriott Hotel in Ft. Bragg, NC and spoke with the general manager, Michaela Stevens. She was kind enough to call the number for Reservations.com and spent 30 minutes on the phone with me and the rep to straighten this out. BIG SURPRISE! The woman we spoke with said that the money will be refunded to my card within seven working days, but they'll keep the $19.99 service fee.

I'm thankful for Michaela Stevens assisting with this problem, or I'd never have gotten my money refunded. She was shocked at the way Reservations.com treats customers.

Oh, and guess what the cancellation policy is at the Marriott Hotel in Ft. Bragg, NC? 72 HOURS! It's obvious Reservations.com LIED about the hotel's cancellation policy. I hope this review might help someone else who is considering dealing with Reservations.com. In over a decade of booking hotels, flights, etc., online, I have never experienced anything like this.

UPDATE May 2021: I received a refund (minus Reservation.com's cancellation fee) of about $800, but it took SIX MONTHS. I believe the reason I got my money back is that I shared reviews on this site as well as posting about it on the Better Business Bureau online.

I booked a hotel through "reservations.com" in March, 2021, I have to cancel it for some other reasons, but they charged me $20 for a "service fee", which does not exit with any other website! I booked hotels for years, it's always full refund if I have to cancel it.
Plus, when I checked the price through "booking.com", it's much cheaper with free breakfast! And, they always give back full refund.
Bottom line, Don't use " reservations.com"

I asked to book a hotel in Palm Coast Florida I was booked at a hotel in Tampa Florida. What a nightmare!

They dupe you into thinking you are on hotel website. Overcharge you on taxes, add fees, no refunds. Worst customer service when you call. Avoid this website. I felt robbed and angry.

Hello,
I just want to give everyone a heads up that goes thru this site that you will be charged $19.99 even if you cancel ahead of time. I was unable to get a confirmation when I first booked thru this site so I ended up canceling a month in advance and they charged me $19.99 for a processing fee which was non-refundable. I strongly recommend using another site as it was difficult to get thru to a live person on my first attempt to try and cancel my reservation. The automated system tells you to call back within a week of your reservation. I advise you to go to a different site when booking for a hotel.

Where do I even begin! I am in TX and was without electricity or water in my home and tried calling The Marriott to book a room.
I was directed to reservations.com. Shame on you Marriott, for associating with these crooks. I let the rep on the phone know that I needed a room "today", February 17. She explained there was 1 room available at a specific hotel and I them gave her my credit card information. She comes back on the line and says, "ok, we are booking for checkin on February 18." Um no, I requested the room for 2/17, not the next day. This lady tells me that no, it's booked and literally tried to argue with me. I told her that I did not authorize the transaction, as it was incorrect. I was given no total, no reservation number, nothing. She hangs up on me. I call back multiple times and they refused to let me speak with a Manager, at one point telling me there were no Managers available. The next rep I spoke with, says to me, "well, why did you give her your credit card number then?" Not to book the date of her choosing! These people would not assist. They are literally crooks. I began reading reviews and saw all the terrible reviews. I've reached out to the Marriott to relay my displeasure with them.

Stay away from this company. They must be based out of another country because none of them spoke very well. So, I literally think they are there to rip people off.

I thought I was booking through the hotel directly (website looked the same, pricing was the same) but once I got my reservation, found out I was charged in USD pricing when I live in Canada and was booking a hotel in Canada. I called the hotel and they had the reservation but couldn't help since I booked through a third party. When I called Reservation.com they told me I should have read the fine print. It was not shown anywhere on the website that I was being charged in USD. I asked for a refund as I had just made the reservation. He offered to cancel the reservation but I would not get any money back, which obviously isn't helpful. FURIOUS!

Room rate does not include taxes and adds a $20 something or other fee. When you try to cancel (because you found a rate $40 cheaper all told on another site) they refund the fee (supposedly - we'll see) and then make it impossible to really cancel the reservation. Unbelievable; I am amazed this is legal.

Googled a specific hotel (Hyatt House) and made a reservation on what I mistakenly thought was the hotel site. All my fault. What isn't my fault is I booked the room, the amount was $70 more than the price and when I questioned it, the operator said it was because of "taxes". Wow... okay.
The email comes and they have (without my permission) added a $19 "service fee" for booking a room with a hotel I'm actually a member of. This is dirty and I'll be complaining and warning people all over the internet.

The way this company works is that it takes your money from your credit card and then makes a reservation with theirs so if you cancel they get the money back and tell you it's "no refundable" additionally the service rates and hotel fees almost double your nightly price. Before you go here look at how many reports to the Better Business Bureau have been made! Don't do it!

I was directed to this 3rd party website (reservations.com) when trying to book a room. I mistakenly booked through them.
They were more expensive than booking directly through the hotel, plus they add a 'booking fee' which is not refundable. Avoid this site. It's an unnecessary middle man. Book directly through the hotel.

They didn't send me reservation confirmation, with all the info. I had to call hotel to check if I have it.
When I called reservations.com to cancel they sed it is to late and give me policy. Not honest bussiness practice.

Do not, I repeat do not book with this company. They popped up as an ad and I should've know better. I was excited to take advantage of a room discount with a rate of $74 per night for a king with a sofa bed, and another room for my teenage kids for $80 (presumably not to include taxes). When I spoke to the reservations.com rep she insisted she has the same rates. But when reviewing the total of now $124 and $120 for the rooms via their services, I questioned the amount and she insisted it was for fees and taxes. I then said NEVERMIND, I'll call back later to make a reservation because I'm still not sure if I'll be needing these rooms. The now obvious sales rep insisted it's a free cancellation and pushed for the booking due to possible rate changes, and no availability. Feeling obliged I continue to book (because she comforted me on a free cancellation) I said to her (after confirming) that I did not need the confirmation numbers because I received the emails, in which I read to her the 2 matching confirmations numbers (one for each room). They read off a lengthy warning but she FAILED to include a NON REFUNDABLE $19.99 PER confirmation. The reason why I emphasis this is because I called not even 5 minutes after my booking to cancel my reservation. Immediately I checked my confirmation emails because I knew I would need the codes, and to my shock, and I mean fuming out the ears shock THEN noticed the non refundable $19.99 booking fee. Long story short I'm awaiting an email with the confirmation that the call play back I requested, solidifies (which it will) that the rep did not advise me of a non refundable charge. Now equivalent to $40 which to me is complete BS because technically it's one reservation. SO, DON'T BOOK WITH THEM. EVER. CALL THE HOTEL DIRECTLY. Now I'm sure I'm out $40 (based on other customer reviews) and I'm pretty sure I'm requesting a new credit card, now that these scammers have my info. They also requested my full address which was pretty strange. Usually just a billing zip code will suffice.

They lied about the availability of rooms there was plenty! I then tried to cancel reservation and I was told there was no charge. The service fee of 19.99 is non Refundable not matter what and the will not EVER! Give you a refund. If the people from the Philippines could speak English they could have explained this. I would never do business with this company and only wish I could select zero stars, 1 is way too many how I was treated! Use Expedia