• Reservations.com

Reservations.com

Overview

Reservations.com has a rating of 1.31 stars from 2,711 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Reservations.com most frequently mention customer service, credit card, and actual hotel problems. Reservations.com ranks 463rd among Hotels sites.

  • Service
    573
  • Value
    546
  • Shipping
    168
  • Returns
    363
  • Quality
    426

This company does not typically respond to reviews

Positive reviews (last 12 months): 2.2%
Positive
6
Neutral
0
Negative
265
144
See all photos

What reviewers want you to know

Positive highlights

  • When I called customer service the agent was helpful.

Critical highlights

  • They are not helpful and try and blame on credit card company.
  • I canceled a reservation within an hour of making itand was still charged a service fee
How would you rate Reservations.com?
Top Positive Review

“I am not a bum due to them”

Ingvar D.
3/13/24

Yeah... that is a convenient place if you want to book a hotel and you didn't do that when booked flight tickets. That was me! :D I used this service because I completely forgot abou the simple thing: where I'd gonna live. I started to search various hotels here from cheap to the premium ones and found eventually the place to stay in. Booked it with a couple of taps without any serious problems. So, thanks guys, you literally helped one person not to become a bum.

Top Critical Review

“Deceiving Agents”

Jessica E.
1/28/24

Thought I was contacting Ramada Penticton direct and got talking with these con artists: I just wanted to inquire about rates, agent convinced me to book as there were to be no fees, full refund. Called to cancel 10 minutes later and was informed that there's a $16 service feed to cancel. The agent had read some sort of disclaimer, but read it so fast and completely unintelligible way that fell for it. Disgusted.

Reviews (2,711)

Rating

Timeframe

Other

Reviews that mention popular keywords

credit card (457) service fee (281) confirmation email (91) booking fee (120) customer service (544)
Thumbnail of user jessicae21
2 reviews
1 helpful vote
January 28th, 2024

Thought I was contacting Ramada Penticton direct and got talking with these con artists: I just wanted to inquire about rates, agent convinced me to book as there were to be no fees, full refund. Called to cancel 10 minutes later and was informed that there's a $16 service feed to cancel. The agent had read some sort of disclaimer, but read it so fast and completely unintelligible way that fell for it. Disgusted.

Products used:
Do not reserve with these con artists

Service
Value
Quality
Thumbnail of user jerryr823
1 review
0 helpful votes
February 23rd, 2024

I inadvertently clicked the wrong check-out date by 1 day. I called immediately to correct but was told that I had to pay for the extra night. A $150 mistake that could not be corrected 1 minute after it was made. TERRIBLE customer service! I don't know why Holiday Inn would allow this company to taint their reputation. Never again.

Tip for consumers:
AWFUL Experience

Products used:
reservation

Service
Value
Returns
Quality
Thumbnail of user teresae534
1 review
0 helpful votes
February 20th, 2024

What a complete scam! Got trapped by them being in a hurry trying to book some rooms for my construction crew in a very small town. This was a business transaction and we are a construction company. If you know anything about construction, you know that unexpected things happen and you need to change your plans on a dime. Needless to say after the room was booked our plans changed and we had to send the crew a week earlier that expected. This company refused to give us our money back. Said in the fine print it was a non-refundable transaction. Bull$#*!, that is out right stealing.

Thumbnail of user richardl1600
2 reviews
3 helpful votes
March 3rd, 2024

MY bad, I booked a hotel room for one night in Asheville NC. The room rate was $177. I did not notice all the fees and service charges they added before signing up. They added $80 to the cost bringing it to $254. My friend booked a similar room on the same night through the hotel app and it cost $184. How can there be such a difference. I called reservations.com and they will not even cancel the reservation, saying it was non refundable. Again, my bad. BUT DO NOT USE THIS SERVICE. EVER!

Service
Value
Thumbnail of user danield2676
1 review
1 helpful vote
January 1st, 2024

I needed an emergency hotel room on the night of 12/30/23, after helping my sister clean up after a flood.
I did not want to drive the 2.5 hours tired and sleepy. I booked the hotel 9.53 PM. They booked me a hotel room at a Super 8. Knowing I would be getting into the room late I requested a late arrival.
When I arrived at the Super 8 at 4:12 am Sunday morning very tired, the Hotel was closed.
So I was forced to find a other hotel. They did not want to refund my room
This is a awful service.

Thumbnail of user shirleyh456
2 reviews
1 helpful vote
September 21st, 2020

I searched on Hampton *******@leessummit and fit reservation.com. I made four room reservations and was unknowingly charged 19.99 for each room. I was not told this was happening. Then, due to an illness, the rooms had to be cancelled. All of a sudden my one room... the most expensive one was reconfirmed and now it was umcancellable. Thanks to the Advocate, my reservations we're cancelled but I have yet to know the dollar amount of credit I will receive. This was not a positive experience for me... and it still could be a nightmare when I see the amount credited... I just do not feel good about this whole thing... from beginning to end.

Thumbnail of user jamiew641
1 review
26 helpful votes
October 5th, 2021

Worst customer service ever! So rude and completely unprofessional. I am warning everyone I could not to use them for any bookings. Garbage room, garbage deals, garbage customer service, garbage company! They do not deserve a 1 star but I have no other way to spread the word. I would leave a big ZERO if i could. Save yourself the headache and stay away from reservations.com. Tell everyone you know not to use them!

Thumbnail of user nathanjacques1313
1 review
0 helpful votes
January 8th, 2024

Booked a family get away with them. I had to cancel my trip and they did refund my money but not before adding another identical charge to my card. It doesnt say reservation.com on the charge so the lady at the call center basically stole close to 1000 dollars from me. They acknowlege that its an identical amount but refuse to admit that it was on their end that the money was stolen

Tip for consumers:
Paid for a vacation to not go

Products used:
None

Service
Value
Shipping
Returns
Quality
Thumbnail of user allenk252
1 review
0 helpful votes
February 12th, 2024

Reservation screen "Reservations.com-La Quinta,,,"as noted by multiple reviewers deceptively like official hotel site. Room rate $95. Request usual name address etc. room rate $95. Having done business with reputable companies click payment to find they've added about $50 for tax recovery and total bill is $147 vs $114 for actual rate with taxes through La Quinta. Preliminary credit card at Bank of America was to "Hotelvalue.com" and the cleared charge merchant listed as "Getaroom.com", A shell game con.

Tip for consumers:
Avoid this site. It is a SCAM with massive overcharge. Uniform complaint from all reviews

Products used:
Massive service charges to hotel reservation

Service
Value
Returns
Thumbnail of user brendaf1338
1 review
0 helpful votes
January 22nd, 2024

BEWARE check final total before using this site. Or better yet DON'T USE. They add 3 times the actual taxes and fees. Plus an additional $19.99 service fee.

Service
Value
Thumbnail of user kathyw644
1 review
19 helpful votes
June 14th, 2021
Verified purchase

Don't use this site to book your reservation! They charge a useless fee of $19.95 on top of the room rate and taxes. If you are making a reservation within 7 days of travel, the reservation is non refundable and they charge your card IMMEDIATELY! I also was not aware that I was using a 3rd party app for my reservation in the first place because I went to the hotel's website (or so I thought) to make it. They are a scam. It's only $20, but it is very maddening to realize you've been duped.

Tip for consumers:
AVOID Reservations.com!

Products used:
Hotel reservation

Service
Value
Thumbnail of user carolj1659
1 review
0 helpful votes
February 2nd, 2024

They added in a ton of tax and fees. $297 room ended up being $424. Thought I was on hotel website. Hotel website charged only $353 for $296 room with tax and fees. I tried to cancel & was prepared to pay the $35 processing fee but they said the whole amount was nonrefundable. Do not make your reservations through reservations.con

Products used:
Making hotel reservation

Service
Value
Thumbnail of user philc380
1 review
2 helpful votes
December 15th, 2023

Charged me the full amount for a 3 day hotel stay 1 month ahead of time. I canceled within a couple of hours on the same day, again 1 month ahead of time. They refused to refund me, saying the reservation was non-refundable. I called the hotel and the reservation never even got through to them. So what service did I pay for? Apparently for Reservations.com to pocket my money and deliver nothing. I am disputing this with the credit card company (Citibank) to get this scam reversed!

Service
Value
Returns
Quality
Thumbnail of user rs670
1 review
5 helpful votes
November 27th, 2021
Verified purchase

We booked a 2-night hotel stay at the Dean in Providence. After one night we were informed our grandchild was ill so we had to leave. The hotel offered to refund one night. They contacted reservations.com and Expedia. 3 weeks later, nothing. Grandparents beware! I could add other issues, but this was the biggest one. Sick grandchild means nothing to these folks. Need I say more?

Service
Value
Thumbnail of user kinseyw1
4 reviews
13 helpful votes
June 24th, 2022

I've never had a more horrendous customer experience. After needing to cancel a reservation, reservations.com claimed that they "can't" give refunds. Going back and forth with them for a while, they said they would call the hotel manager to see if she would approve the cancellation. She said no at first. Reservations.com said if I wanted to try calling her myself I could... so I did. The hotel manager agreed to the cancellation. 5 days later, there was no refund from reservations.com so I called them to inquire. They said they only had record of the hotel manager refusing to cancel. I told them that I spoke to her myself (as they suggested I do) and she had agreed. They basically said I was a liar and still refused to refund me. They told me if I gave them the hotel manager's name, I could submit a refund request. So I called the hotel manager... she said she had, in fact, refunded the money to reservations.com and couldn't believe they were giving me such a hard time. I called reservations.com back and gave them the hotel managers name and they then claimed I needed a written letter from the hotel manager! They never said anything about this before and simply stated I'd only need a name. They refused to speak to her directly and said they "weren't allowed" to contact the hotel manager even though they had previously. Their stories and requests kept changing and it was quite clear that this company simply does not want to give me my money back. After demanding to speak to a supervisor who gave me the same spiel the other employees did, I told them I was not going to let this go and that they needed to speak to the hotel manager directly. They finally did and she confirmed the cancellation.
I have never been treated so poorly or required to jump through so many hoops to receive a refund. This company is absolutely terrible. Don't EVER book with them.
Oh also... Their website is in US currency (not CAD) and it doesn't state that anywhere until you pay.

Tip for consumers:
Don't.

Service
Value
Shipping
Returns
Quality
Thumbnail of user steveh2755
1 review
7 helpful votes
December 13th, 2021
Verified purchase

They are very happy to take your money for reservations however, don't cancel or detract days from your hotel stay even if it's immediately after making your reservation and a month and a half prior to the actual hotel stay. They don't enjoy refunding that money of yours. No wonder they have such crappy ratings and reviews. Customer service not at all helpful, customer is never correct. Remember that when you are working with this company. Yep, not happy!
Gave them one star, don't even deserve a negative number.

Tip for consumers:
Do not use reservations.com

Products used:
Hotel

Service
Value
Returns
Quality
Thumbnail of user denised1563
1 review
1 helpful vote
February 3rd, 2024

This company is criminal. I made a $878 dollar mistake, clicked when I shouldn't. I called within minutes of the reservation being made. I wanted to upgrade but, nope pay the full amount. Their cancelation fees are the full amount. My husband let them know we would dispute the charge on my card and fight it out with them. Never would recommend them, and there should be a class action lawsuit against them. They are a predatory company, only in it for the money. They sucks!

Tip for consumers:
There should be a lawsuit against Reservations com. They shouldn't be in business

Products used:
What directly to the hotel. Reservations.com is criminal. They are horrible (SUCK)

Service
Value
Returns
Quality
Thumbnail of user bobh1752
1 review
0 helpful votes
January 30th, 2024

They neglect to inform you the real rate and currency, plus ridiculous service charges for using the website. Unless you read the small writing on the side of the currency, room rate and service charges. BUYER BEWARE! And then they say can't refund you unless the hotel agrees. So if you want the refund you have to cancel and hope that you get the money back or else you lose your money and the room you paid for. SCAMMERS!

Service
Value
Quality
Thumbnail of user craigg519
1 review
0 helpful votes
January 20th, 2024

Site appeared to be the online booking site for the hotel, but it was not. You have to expand a box to determine the rate is not refundable. No-are on the text exposed on the page does it say non-refundable.

Called later in the day to cancel and found out everything ways pre-paid - room, service fee, taxes, etc. and they will not refund.

Service
Value
Returns
Quality
Thumbnail of user rachelm871
1 review
9 helpful votes
July 22nd, 2021

They charged me for a room I had to cancel because I ended up having surgery. I called the hotel to cancel and reservations.com. They send me an email saying they would check into this further and nothing other than they charged fir the room and the bs 19.99 service charge. I will never use them again fans will make sure everyone I know hear how awful customer service they have. Do not use reservations.com you will be sorry!

Tip for consumers:
Just go directly to the source instead.

Products used:
None

Service
Value
Returns
Thumbnail of user acole1969
1 review
0 helpful votes
March 23rd, 2024

I accidentally booked a room that was nonrefundable for 5 months from now. When I received the confirmation 2 mins after the reservation was made I realized my mistake. I immediately called them to cancel that reservation and I would re book through them for the higher nonrefundable rate. They would not allow it. Do not use this company for your hotel needs.

Service
Value
Quality
Thumbnail of user mil15
1 review
9 helpful votes
March 10th, 2021

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"

Tip for consumers:
Don’t use it!

Service
Value
Shipping
Returns
Quality
Thumbnail of user joycew456
2 reviews
0 helpful votes
March 26th, 2024

Thought I was on the Marriott web site (looks just like it). Was overcharged by at least $1000. Stay away from this web site at all costs. They publish a decent rate then double it AND they charge your credit card immediately. Terrible company. Terrible. Thieves.

Tip for consumers:
That I was not on the Marriott site!

Products used:
Hotel reservation - overcharged $1000. over the price on the web page (way more than taxes).

Service
Value
Quality
Thumbnail of user darrellkearns
1 review
1 helpful vote
January 8th, 2024

I tried to modify a 1 night reservation (arrive 1 day later) for a hotel, 9 days out from original booking in low season, no flexibility even though if I booked hotel direct - would not have been a problem and no change fee, understand if there was a reasonable admin fee, I lost the full 220.00 price of room - shame on reservations.com

Tip for consumers:
Do not use reservation.com, no flexibility with booking modifications or cancellations

Service
Value
Returns
Quality
Thumbnail of user jennac105
1 review
17 helpful votes
September 21st, 2020

We rented a room and was given a receipt for 125. Our bank statement is 162.81 PLUS and additional 19.99 reservation fee. 182.80 for a room that was 125.09 after tax. Customer service is TERRIBLE. I've been on hold for almost an hour. The rep said she cannot refund me because we have already stayed. Obviously... we were told by the hotel the price would correct itself and if not to call. And now she's saying she cant do anything. Screw this business.

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From the business

Big savings up to 60% off on hotels in top destinations. Book your hotel now with Reservations.com

Business History

OUR CUSTOMERS ARE OUR TOP PRIORITY. WE ARE FOCUSED ON YOUR SUCCESS!
At a time when other companies are scaling back phone support, Reservations.com is investing to bring back the human element and expand its customer support organization to offer round the clock, live person phone assistance.

Company Representative

Thumbnail of user reservationsc
Reservations -.
Support Team
Typically does not respond to reviews

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