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Reservation Desk Reviews Summary
The company demonstrates a mixed reputation, with notable strengths in the ease and convenience of online booking, which many customers find straightforward and efficient. However, significant concerns arise regarding customer service, particularly in handling cancellations and reservations, leading to frustration among users. Complaints about lack of support, unexpected charges, and poor communication are prevalent, indicating a need for improved customer care practices. Overall, while the booking process is generally well-received, the company's approach to customer service requires urgent attention to enhance overall satisfaction and trust.
This summary is generated by AI, based on text from customer reviews
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I had no issues with the simple online booking no glitches and the site worked fast
They made the reservation easy, but then overcharged me by $123 and refused to refund me.
When I contacted them about the mistake, they said:
"We apologize for any inconvenience this may have caused. As a courtesy, our team has contacted our hotel partner on your behalf. They have informed us that they require a copy of your credit card charges in order to continue their investigation. Please reply to this email with the requested documentation so that we may continue assisting you with your refund request."
I waited 15 days and was not contacted again and when I reached out to follow up, they sent the same message again.
I then contacted the hotel directly, and they said they reached out to the company (parent company= booking.com
After another 15 days of no action, I spoke to the hotel again, and they processed my reimbursement themselves.
Thanks for bringing this to our attention, Nathan. Our cancellation policies vary depending on the hotel. They set the terms and conditions for each reservation. As an online travel agency, we are required to abide by the information our hotel suppliers provide to us. Often, we offer rooms that are nonrefundable to lock in a special rate. I will share your feedback with our customer service manager so we can look into this further. If you’d like more help with your reservation, please feel free to contact our escalations team at support@reservationdesk.com.
--Rachael, Review Manager
Its a good hotel we have stayed like 3 times there before and nice personnel. Really clean and a perfect place to stop and rest before heading in to Mexico
Thank you for choosing to book with us, Eduardo. We hope you have an amazing and relaxing stay at the hotel. Enjoy every moment of your visit!
Find a room and book it. Just that easy. Marriott makes it effortless.
Thank you for taking the time to leave us a review, Laura. We're pleased to know you found the booking process to be smooth and straightforward. Your feedback is incredibly valuable to us as we strive to provide the best possible service. We look forward to assisting you again in the future!
I learned of this particular Drury through my family who lives in the area.
Thanks for your review, Peggy. We truly appreciate your business and are grateful that you decided to book with us. Enjoy your stay!
Ease of use was awesome! We are looking forward to experiencing the stay after how things were handled.
Thank you for choosing to book with us, Tyrone. We hope you have an amazing and relaxing stay at the hotel. Enjoy every moment of your visit!
Excellent. All on line reservations apps ARE NOT EQUAL. And the one I used today for my room in Levelland, TX was superior to most such apps. Thank you for the service.
You're welcome! Thank you for your kind words, Walter. We genuinely appreciate hearing from our customers! It’s always a pleasure to receive positive feedback, and we are thrilled to know that you took the time to share your thoughts with us.
Quick and easy! I was able to find the room we needed for night we needed quickly and without help!
Thank you for taking the time to leave us a review, David! We're happy to know you had a positive experience with us. Your feedback is always important, and we love that you chose to book with us. We look forward to your next booking and hope to continue exceeding your expectations!
Easy Cheesy, love it, and so easy. Was super easy and I'm no computer wizard.
Thank you for taking the time to leave a review, David. We truly appreciate your feedback and are thrilled to know you had a positive experience with us. At Reservation Desk, we strive to ensure that every customer enjoys a booking process that is effortless and hassle-free. We look forward to your next booking with us!
I used this service to book a hotel in an emergency (through a phone agent) and they did not disclose it was a pod hotel (bunk bed in a hallway with a curtain) or that I was being charged full price immediately (thought I was paying a service fee only for the reservation). When I arrived 30 minutes later I immediately declined the place since I had zero intentions of sleeping in a bunk bed in the hallway behind a curtain - the phone agent had completely misled me when he assured me it was a room with private bathroom. The front desk agent was nonchalant and assured me it was not a problem, and it would be cancelled.
About an hour later I was shocked to see the full charge on my credit card and immediately attempted to cancel, both online and via phone. They refused to reimburse me because of their "cancellation policy" (which i was massively uninformed of at the time of "reservation"). I have never paid full price for a reservation (I understand there can sometimes be a service fee), but these guys ROBBED ME and now refuse to respond to emails. I found other similar reviews on Reddit so make sure you look them up there... the reviews on this site are likely fake. Also, they have been sued for this kind of thing before if you google "Reservation Desk scam" and you'll find the lawsuit re "Hotel Room Resellers Settle FTC Charges That They Misled Consumers").
Thanks for bringing this to our attention, Marsha. I will share your feedback with our customer service manager so we can look into this. If you’d like more help with your reservation, please feel free to contact our escalations team at support@reservationdesk.com.
--Rachael, Review Manager
The website worked well for me. It was easy to navigate and understand. I was able to find a room that could accomodate my family. It was very helpful. I am appreciative.
Thank you for taking the time to leave us a review, Myra. We're pleased to know you had a positive experience while using our website. It's always our goal to provide an enjoyable and efficient experience for our users. Your feedback is greatly appreciated as it helps us continue to improve and serve you better. We look forward to your next booking with us!
This is a very easy method of checking in. Also, if something comes up, you can cancel.
Easy, straightforward.
But then there's a note on Resort Fee being owed to hotel upon check in. No details on the "resort fee" and then find out after reservation made it adds another $50 fee per night to the total. Really needs to be disclosed and clearly stated up front prior to purchase. Otherwise, it's quite shady in not knowing what the added fees actually are ($1.00 or could be $1,000.00, or?).
Thank you for taking the time to let us know about your experience, Steven. Sometimes, hotels have resort fees or other additional fees. We only charge your credit card for the room and taxes and fees associated with that room. The taxes and fees are provided by the hotel suppliers and not itemized when we receive them. They are included with the rate to complete your reservation. We are unable to modify or give a breakdown of taxes and fees as that information is not provided to us. Thanks for your feedback as it helps us improve our process. We take customer input very seriously. If you’d like more help with your reservation, you may contact our escalations team at support@reservationdesk.com.
Nothing to say except it was quick & easy.Looking forward to our stay at the hotel.
Thank you for your review, Dorothy. Our goal is to provide a booking process that is quick and seamless for our customers. We look forward to your next booking with us!
I RESERVED A ROOM BY A LADY NAMED JENNIFER. SHE WAS IN TRAINING. SHE WAS VERY HELPFUL AND NICE TO SPEAK WITH.
Thank you for taking the time to leave us a review, Donna. We are happy to know one of our representatives was able to assist you and provide excellent service. We look forward to serving you again in the future!
Simply to book online and very professional website! Outstanding!
Thank you for taking the time to leave us a review, Luis. We are happy to know you had a positive experience with our online booking system. Your feedback is greatly appreciated as it helps us continue to improve our services and ensure that we meet the needs of our customers. We look forward to your next booking with us!
Easy easy to book a room. Took less than 5 min and I had my email confirmation
Thank you for your review, Janet. Our goal is to provide a booking process that is quick and seamless for our customers. We look forward to your next booking with us!
An easy format to follow and a good value for the hotel room. We stayed there last Christmas and we're happy with the location and the service.
Thank you for taking the time to leave us a review, Linda. We're pleased to know you found the booking process to be smooth and straightforward. Your feedback is incredibly valuable to us as we strive to provide the best possible service. We look forward to assisting you again in the future!
I would've liked to see pictures of the bathroom and view from the windows. What else does the room offer for amenities?
Thank you for your review, Cady. We receive our information and photos from the hotels we book for directly and appreciate your feedback. If you’d like more help with your reservation, you may contact our escalations team at support@reservationdesk.com.
Arrived at 5 pm for 3 pm check-in and my room hasn't been cleaned yet? Had to wait while my room was cleaned. Asked for a discount, was told no. Not sure why, because you people obviously collected late check out from someone and then charged me full price for a part time room. That's some BS right there. Will not happen again. Nugget takes way better care of me.
We're sorry to read what happened when you arrived at the hotel, William. Reservation Desk is an online travel agency, and we book rooms for over 200,000 hotels worldwide. We are not directly affiliated with the hotels where we make reservations and recommend contacting the hotel directly with matters concerning their management or property. Please feel free to contact our escalations team at support@reservationdesk.com if you need assistance.
Simple, precise. Will use again if in the area. No problems in booking g a room.
Thank you for taking the time to leave us a review, Vivian. You deserve to have the best booking experience possible with us! We truly appreciate your feedback and look forward to your next booking with us.
From the business
Reservation Desk is a leader in the hospitality and travel technology industry and recognized by the biggest names in travel. We offer a wide range of accommodation options for our travelers and a smooth process for booking reservations. As an online travel agency, we receive our inventory from multiple hotel providers to supply the best rates possible for our travelers. Our user-friendly platform offers deals at over 200,000 hotels worldwide and gives each traveler a quick and seamless booking experience. We work with the top brands in travel and successfully book thousands of rooms on a daily basis. What sets us apart from other companies in the travel industry is our dedication to customer satisfaction. We have a dedicated team at our call centers who are available 24/7, ready to assist travelers with their bookings, answer questions, and provide support throughout their travel journeys. Our commitment to giving each customer a personalized experience, while exhibiting excellent cus...
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Thank you for taking the time to leave us a review, Stephanie. We are happy to know you had a positive experience with our online booking system. Your feedback is greatly appreciated as it helps us continue to improve our services and ensure that we meet the needs of our customers. We look forward to your next booking with us!