Reservations.com

This is the only bad experience I have ever had with booking hotels online. I am a senior. Like so many of the reviews here, I too have had a very disturbing and negative experience while trying to book a hotel hours away for my husband's surgery. I didn't realize at the time that this was not the hotel but a booking site. My mistake. However my complaint is that it did not say on the website that the prices were in US$. When I made the booking it said 'thanks for booking', the price did NOT show US$. However, when I received my confirmation email, showing the price was in US$, I immediately notified the company via email to cancel. I explained the circumstances of our visit to Toronto. After several emails back and forth, they said that the site indicated it was CLEARLY in US$. I asked them to show me where it was clearly indicated. THEY DID NOT! 6 times I tried to cancel online using their "portal' (which they suggested several times) instead of calling the number listed as it would have been be a long distance cell phone call. The portal never worked. All it would accept was banking the 30+ US$ fee to use on a future booking. After about 6 emails, they finally said they could cancel my booking (which was 2 weeks away) if I gave them permission, still keeping their 'fee'. Their emails said basically 'sorry for the inconvenience' and always finished with 'thank you for choosing Resevations.com.'
NOTE: Since this experience, I went back to the website and if you scroll down all the way to the very bottom of the site there IS a very small box that says US $. Again my mistake. Usually the sites I have used let you choose the option at the top of the web page in full view.
SHAME ON THEM! This company deserves 0 star rating but sadly that was not an option!

I recently mistakenly booked a room through reservations.com and ended up being out money. I used the number for reservations.com by accident, as on the Google search it looked like I was calling the reservation line for the hotel. The room I was booking was under a block booking code - which I gave to the agent. Instead of letting me know that this wasn't a reservation.com booking code, the agent took my code and then informed me that all the rooms at the rate were gone. The rate she booked me under was almost double the price. After speaking to my colleagues, who booked rooms under the booking code after me, I called the hotel and found out that I'd booked through Expedia. I called back immediately to cancel (well within the cancellation policy), and they did say they would refund the money. However, the money the refunded does not add up to the amount of money they charged me. When I phoned back regarding the booking, I was informed that according to their records I had been refunded everything but the non refundable service fee. I ask why I should pay a fee for a service that I wouldn't have used if I hadn't been mislead? I understand that I made the booking, but I wouldn't have made the booking if I hadn't been mislead by the agent, and I certainly shouldn't be out money from the experience.

My advice is to book directly through the hotel. And when you call make double sure that you're talking to the hotel and not reservations.com

This was the worst experience I have ever had with the travel site. Ever! We purchased rooms at the Mount Washington Hotel in New Hampshire. We had the option to purchase rooms at the Bretton Arms, an inn owned by the resort a few minutes walk down the hill from the main hotel. But the end is very quiet. Even though it was less expensive, we opted to go where we always go and love to go, the Mount Washington Hotel. There is an indoor and an outdoor pool right on site. There is a game room for the kids. There is a candy store and a coffee shop and a toy store. We were going with several families and it was a birthday weekend. We decided to all celebrate together and get rooms at the main hotel so the kids would have a really good time. Instead, when I went to check in the front desk, they told me that my reservation was made at the end down the road. However my confirmation email from reservations.com said I was booked in the main hotel. After an hour on the phone with their very poor customer service, they told me it was a third-party error and there was nothing they could do. They did the same thing to the families we were traveling with. So we paid a lot of money. They charged my credit card. And it was a bait and switch. I have been writing to them and calling them demanding my money back. They sold me something specific and I paid for it. But when I got here, I did not get what I paid for. They literally ruined our vacation. The adults cannot hang out and send the kids to the game room. There's no game room here. The adults can't hang out and send the kids to the toy shop or to run up and down the stairs in the big grand Hotel. There's no grand staircase here. I am getting in touch with the Better Business Bureau and I have contacted my credit card company as well. I would never use this website again. This is the worst experience I've ever had with the travel site.

I generally do not take the time to write negative reviews, however, this place takes the cake and deserves to be shut down or at least reported to the BBB. I called the hotel directly and was re-routed to this service not realizing it. After dealing with the reservation specialist for at least 20 minutes, who was having a difficult time communicating to me in English, I was told I was being "upgraded" to a better room than what I'd requested at a lesser price. Turns out, I was given misinformation, totally mislead - did not get the room I specifically requested, nor upgraded, and actually paid more than what the hotel charged for what I requested from the beginning. I only discovered this mishap because I called to double check the evening prior to make sure I was getting all that I was told. Long story short, I went back and forth with reservations.com and the hotel, before cancelling my reservations.com and booking directly with the hotel, and actually paid less and got the room I wanted. To date, I've only been credited a portion of what I should be receiving, which is the total amount. After being placed on an eternity of "holds and transferred to supervisors", it was just brought to my attention that they charge a $19.99 service fee which is not refundable. So yet another piece of information that was not disclosed at the time of making the reservations.com. I am beyond disgusted and frustrated with this service and entire experience, which was supposed to be a special, happy occasion. Reservations.com takes advantage of customers for their own benefit. They should be shut down! Total Scam! Bad Business!

In February and I had the misfortune of stumbling across reservations.com and made a reservation for what I thought was a month out from the booking date. Somehow the calendar reset and I accidentally made the date for the booking date instead of one month out.
I had previewed their cancellation policy and saw a $19.99 fee—Which in its location under cancellations made me believe this was a nonrefundable fee for modifications and cancellations. Upon calling customer service to tell them of my error in my booking dates… I was informed there were no changes… And no cancellations. Even though my booking had only taken place a couple hours before.
I was billed $1083. Nonrefundable. I disputed with Capital One my credit card company… They immediately took the charge off but I found out today that it was reinstated because the company responded. I was told I could escalate my dispute which I am. In the process of reading through the documentation reservations.com submitted to capital One I see they have changed their name two times since my February booking one month ago. They are using the names "getaroom.com" as well as "roomvalues.com"—
They are a slippery, shady fish.
Today I also filed a dispute with the Better Business Bureau in hopes that this company might be stopped in their fraudulent and deceptive tactics.
I can't help wonder if their booking calendar Refreshes to current booking date for the sole purpose of creating an error that cannot be corrected.

I feel the search engines and hotels that host/use these fraudulent companies should also be held accountable. With as many complaints on sitejabber.com
You would think the search engines would take notice of this and stop giving them a platform to rip off people.

I thought I was booking through the website of a hotel. I 'booked' a double Queen for $119 per night. I then received a text message confirming a $165 charge to my card, so I checked my email. My email had a confirmation showing I booked a King Suite. The price was still $119 + tax (charged at four times my state's hotel tax rate) + a separate charge under a different but related merchant name for a $19.99 service fee. There was a note in the confirmation that the service fee was non-refundable. I called and emailed the hotel. They don't contract with reservations dot com and couldn't help me. I called reservations dot com and the person was asking several 'security' questions including wanting part of my credit card number, which I told her I didn't feel comfortable sharing given I felt scammed already. She said I could cancel online if I didn't want to give out the number. I tried to cancel online and got an error indicating my reservation was unable to be cancelled at this time, and to call customer service. I decided to alert my credit card company to dispute the transactions, and to be safe, I cancelled my credit card. Unbelievable. I'm very careful in watchin out for spoof and phishing emails, but I totally did not expect this issue. Now I know to double check the URL. It had the hotel name, then dot reservations dot com afterwards. Now I know better, and I hope you do too.

We made a hotel reservation in Toronto to be a part of our daughters event at the Special Olympics in May. We needed to change our reservation date from Tuesday to Friday, to Monday to Thursday.
A simple request. For sure
Instead we were told we were going to be charged $175.00 U.S. to make this change.
We called the hotel directly and they told us, to tell them no fee would be charged.
When I called back to Reservations. Com... and told them the hotel would agree to NO fee being charged, they then said we'd have to be charged $ 150.00 U.S. for changing our reservation from a King bed down to a Queen. Yup you read that right we would be charged for a lesser value room.
We called the hotel again and they very kindly told us and Reservations.com (The hotel Called Reservations.com) that there would be no additional fees what so ever.
We then called Reservations.com and confirmed these conversations and was told that an confirmation email would take 7 days to come.

That email never came... and I'm now on the phone for over an hour trying to confirm our reservation...

And they are now trying to charge me over $300 U.S. because we're now only days way from the reservation.

After an hour and a half of phone calls, between the hotel reservation staff, and Reservation. Com... our final remedy was to cancel our reservation...

The Delta Chelsea Hotel came through with what should have happened weeks ago... here is what they did to resolve the matter

Cancel the reservation at no cost to us
Book a new reservation for the dates we needed
And give us a nightly rate that was as good if not better than Reservations.com

How this saga ends... Well hopefully my daughter has a great time at the Special Olympics
And my wife and I have a cozy place to sleep at night to watch the replays of the games.

Simply put...
Don't ever use Reservations.Com

Reservations.com is a total fraud. First they get you on the phone by advertising (on Google Ad - their accomplice) as the "official site" for the hotel. When they answer the phone they ask which property you're calling about as if they are with the hotel chain you think you're calling. Then they take you though the booking process and take payment. Give you a confirmation code and the call ends. I my case I was in New York City. I wen tot he hotel and was told they had no reservation in my name and had been completely booked since before I booked my stay. Fortunately I still had the number I called in my cell phone's memory. I called the number expecting to talk to the hotel chain's reservation staff. I determined that it wasn't the chain it was this fraudulent service - Reservations.com. This began my odyssey of outrageous treatment and four hours of repeated calls after being put on hold for 30 minutes, having them hang-up, and promises of return phone calls. All the while being stuck standing around in Times Square. I was finally told that they could only offer me a room but that I would have to pay substantially more for the room. I had already looked into rooms and the lowest price I found was $996. That was simply not going to happen. I'll not bore you with further details. At 12:30 AM I gave up and took a train to Stamford Connecticut and got a room there. I cannot stress enough what a complete fraud this service is. They should be both avoided by all trying to book a hotel and prosecuted for their obviously fraudulent activities. Last word of advice - be very careful when booking or calling what you thinking is a hotel from an internet source. They are very slick in their misrepresentation online. It's almost impossible to tell they are a fraud.