nettie G.

If it was possible to give a no star rating to reservations.com, that it what I would give them.
I thought I was booking with the hotel by calling the 1-800 # on the hotel website and reserved three rooms for several people in my agency for an upcoming business trip using the business credit card provided by our agency. I did not learn that I had not been speaking with the hotel's reservation # until the next day. I called back to again request an email receipt and confirmation of the reservations because they had not arrived as promised. It was only at this point that it was clear I had not dealt with the hotel. Then began a series of transfers as each person I spoke to claimed I had made the reservation with another online booking service. I was finally put on hold for 45 minutes! Called back, went through the process again, finally reached a person who took my email address and assured me the email was on its way. The next day, after not receiving an email with receipt and confirmation, I called again. Again, multiple transfers, each claiming that they could not provide the receipt and confirmation - finally got to a person who could check for my reservation. He said the first person got my email wrong - he corrected it and I did receive the needed receipt and confirmation emails.
I did not realize until I got the usual notice from my agency that my business credit card had been used that I had also been charged a booking fee of $14.99 for each of the three room reservations by reservations.com. This was the first that I had heard of that company's name in this whole transaction and the first I learned that there would be a booking fee charge.
I called back to the last 1-800# I had been given (one of many) and explained I must have a receipt for the booking fees as this was a requirement of my agency anytime the credit card was charged. Multiple transfers then ensued with each person telling me they could not help me, it was a reservations.com transaction and I must speak to them. Each time I was told they were transferring me to someone with reservations.com. The last transfer was to a person who told me "reservations.com does not have a phone number. You can only communicate with them online or by email."
This then led to a series of eight separate email exchanges over the course of a week with reservations.com - each time I explained that I needed a receipt for each of the $14.99 booking fee charges from their company and each time was given a reason they could not fulfill my request. They finally asked for a screen shot of my credit card electronic statement, they then sent me a copy of the receipts/confirmations that I had previously received which did not include the $14.99 charges. Then they replied that I had been informed of the booking fee and had an opportunity to print the receipt on their online site. When I explained I had booked via phone and had not been onsite, they told me "We will forward this matter to our Escalations department for further review" (very aptly named!). I received a snarky email from them the next day that stated they had already sent me the receipts, but were doing it again. This time the receipts had the $14.99 booking fee charges included (it had not been in any previous receipt/confirmations that I had been sent).
The entire experience with reservations.com has been nothing but frustrating and this was before the trip has even happened! I can only hope that when the persons from my agency arrive at the hotel, that the reservations will be correct! I have learned a lesson about confirming with every phone call who I am talking to and reserving a room with so I never do business with reservations.com again!