Mindy C.

I made a reservation for a hotel on this website. Nowhere did it say that it was nonrefundable and that I would be charged immediately. As soon as I clicked to make the reservation, I got a message telling me this. I then went to the refund policy and saw that it was non-refundable. Every other hotel booking website gives you a choice to pay upfront or later, but this one does not. I called within 3 minutes of getting my confirmation and explained that I had not shown this to my husband and never would have booked the room if I had known it was not refundable. I was put on hold so that the person could check with her support if she could cancel it and give me a refund. After holding a long time, I was disconnected. I called back and was told the same thing, but this time the person came back on the line, said he had good news and I would get an email confirming this. Instead, I got an email saying that the reservation had been canceled but it also said that if I canceled, there would be no refund. I called back again and this time, I was told that I would get a full refund within 7-10 days. I asked if I could get something in writing and I was told no. However, after insisting that I needed this, I got another email, but it can be interpreted different ways. It showed the charge is $0, but still says that there is no refund if the reservation is canceled. I may have to cancel my trip now because I can't afford to pay for a room twice. Don't use reservations.com.