Reservations.comReviews 2,998

Reservations.com is absolutely the WORST online booking agency I have EVER used. First off, I feel a little foolish, but like most of the complaints I'm seeing, I thought I was on the actual website of the hotel I was booking - my bad.

I was adding two days in front of a business trip, so my wife and I could spend some quality time in New Orleans. I didn't realize my company had already paid for one of those days - unfortunately I had already booked with Reservations.com. I called them back immediately and still today (2 weeks later) they have not refunded my money. The hotel manager has given me the confirmation number as proof that they refunded Reservations.com, but this TERRIBLE company still will not refund my money. Each time I reach out to them, they tell me something different that needs to happen i. E they need the hotel managers first and last name, they need the direct phone number, not the hotel mainline etc etc etc. I'm an executive with a company and travel a lot. These people have no idea who they are messing with. I don't care about the money, but the fact that this company is allowed to scam people out of their money like this is wrong and will be corrected.

I write this as forewarning - DO NOT BOOK WITH RESERVATIONS.COM. IT'S AN ABSOLUTE SCAM WITH THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED.

Like all the reviews I read (unfortunately, too late to help me), I agree that Reservations.com is essentially a scam and should be avoided at all costs. First, they told me that I would get the same rate as what I saw on the hotel's website. I reserved for one night and when I got my email confirmation, I was LIVID! They charged me a different rate in US dollars (I am Canadian and booked a hotel in Canada) and added fees and service charges which essentially meant I paid $60 more for the the room for the night. When I called to complain, I got no traction. They told me to talk to the manager of the hotel, which I did. He was a great guy and very sympathetic to my plight, and told me I was ripped off but there was nothing they themselves could do except support my case. Reservations.com then sent me an email saying the situation was resolved and I was getting a refund of $2.99! They are the biggest thieves and scam artists I have ever come across in the hotel industry. Avoid them at all costs!

I would give 0 if I could. I am a courier and was dispatched a delivery ten hours away. I googled hotels in the area, I found one that looked reasonable - $139 a night. I called the number, believing I was calling the hotel, but it was this company. The first guy I spoke with was nice, took my information down, and made my reservation. I got an email confirmation that only then showed USD. I am from Saskatchewan booking in Alberta and assumed it would be Canadian. I called back, but because the reservation was for tonight, they said if I cancelled I would still be charged the full amount $180 CAD & $14.99 cancellation fee. I asked to speak with a supervisor who told me that they would escalate my concern to their support team who would call the hotel and see if they would allow a refund as it was the hotels policy. They told me they would email me and assured me to keep checking my email for a resolution, which I did on my seven hour drive. No email. I get to the hotel and still nothing, I call back, I speak to the third agent of the day and explain my situation, he is immediately aggressive & rude! He said there was a note in my file to call back for 12pm the next day! I said that isn't what I was told and he was raising his voice at me and kept cutting me off telling me I booked with an American company and if I wanted to cancel, I explained I was in the parking lot and needed a place to stay and told this would be resolved today! I am now here for less than 8 hours and paying almost $200 when the rooms are advertised here for $135. I am absolutely livid!

Called to make a reservation and was told cancellations were refunded as long as i called a day or so before the check in date (important bc i had an if-y situation and may have needed to cancel or change) before completing the reservation he informs me of the $14.95 being non refundable charge for cancellations in his disclaimer and decided ok not worth it i'll wait. He tells me even if i do not complete the transaction i'll be charged the $14.95 i said why when you just not informed me of it asked me if i was ok with it and i said no? He places me on hold without saying anything, i held obviously bc he already had my card information - he comes back and tells me they "sorry ma'am we have no availability in any hotel for you" ahahah i said ok PERFECT so no $14.95? He says theres no reservation... awesome?

-Also, he claimed that the fee was a federal one and laughed and said you'll get that any time you book a reservation and cancel... uhhhhh NO.

Update: After being contacted by the Better Business Bureau, reservations.com refunded my money in full. While I do appreciate this, reservations.com continues to use misleading web addresses.

Original review: My husband and I wish to stay in the Best Western Hotel in Boulder Colorado in early March. After looking at some online reservation websites, I decided to go through the hotel website directly to reserve, as I have a gift card. I googled Best Western Boulder Colorado and made the reservation. Having done so, I was astonished to find, not only had I booked through reservations.com (the website address came up as BestWesternBoulder.reservations.com), I am unable to cancel the reservation. I have made many reservations through other online websites and have never been unable to cancel a reservation of any kind.

I immediately called customer service at reservations.com. When I spoke with the customer service representative, I was told cancellations were not allowed because that was the policy of the hotel. However, when I spoke with the manager at Best Western, Boulder Colorado, I was told the policy was reservation.com's. I was also told this problem was beginning to occur frequently - that reservations.com were seemingly 'tricking' online customers. I suggested to the manager that Best Western might want to review its relationship with reservations.com and perhaps refuse to accept bookings through them.

I did go back to look at the site that I had booked on and did find a link to their cancellation policy. However, such a policy should be more apparent - perhaps a pop-up warning before the final acceptance by the user.

I should also point out that when my credit card company tried to call them to attempt to negotiate something, their call was blocked with a message saying they could not connect 'from your region'. And when I tried to place a third-party call to reservations.com in order to include my credit card representative, I was immediately disconnected. It seems clear to me that reservations.com understands that its policies are questionable and that they do not wish to deal with complaints.

Do not use this website. Stay away! I made a reservation for a Canadian hotel because the price was lower. What wasn't revealed was that the price was in USD. I didn't find this out until I received the confirmation email. I cancelled the reservation within 5 minutes because their price ended up higher than the hotel's price after the conversion.
When I received my next Visa bill there was a charge of $14.99 USD. They deceitfully not disclose all of the fees at the time of reservation and the service fee of $14.99 when the reservation is cancelled. I contacted Customer Service about not disclosing all of the fees. They told me that just how their system works and that it's impossible to refund the service fee. They should refund the service fee.

They pretend to be the hotels website, charges in USD even when booking a canadian hotel then turns around and pays the hotel in CAD (so they charge $100USD and then pay the hotel $100CAD pocketing the difference). When the hotel offers discounts and allows you to cancel a day early for no cost they send the money back to reservations.com who then refuse to pass the money back to the user instead pocketing the difference. This is pure and simple THEFT. When the buyer and the seller both agree to waive a fee the middle man is not allowed to pocket the money. I would rather the hotel get the extra day than these thieves.

I went to book through what I thought was the actual hotel... same logos, pictures, etc. Instead, it was reservations.com! Not only did they charge their OWN booking fee of $14.99, they charged additional fees in excess of $50! Then they charged my credit card FULL PRICE for the hotel, that I was reserving months in advance! I cancelled my booking immediately and called their customer service, which is sorely lacking. I was asked if I had booked online, which I had, and the rep laughed and said Oh, so you didnt see our fine print saying that we charge full price up front! So, within 10 minutes, they charged my credit card, but cant refund me for 10-15 days... up to 30 days! And, they keep the $14.99 for MY trouble! What a complete SCAM! Even if they keep my $14.99, its STILL cheaper to book directly through the hotel! Im so upset that this type of thing can happen!