Reservations.com

People please be aware you can call this company make a reservation pay for it wind up having the wrong place booked for you and are unable to get a refund due to their negligence and lack of concern for customer service I have been on the phone with this company now for over 3 hours and still continue getting the same response to a reservation that they miss booked so The story goes I made the reservation at my house on my credit card paid for got in my car drove two and a half hours to the hotel that I desired to stay in that night when I arrived at the hotel the hotel concierge had no clue of reservation nor could find no reservation for his establishment. Upon calling reservations.com again to let them know that they could not find my reservation at the hotel I was at I was then told that they had booked my hotel for another one completely across town. After speaking with several supervisors I've still come up with the same thing these people could give a rat's $#*! for their customers and their customer service regardless that they made the mistake and booked my hotel in another hotel completely in the wrong place and in the wrong county totally far away from where I needed to be they refuse to give me my money back and tell me that it was my fault for agreeing with the uneducated unconcerned uncaring representative from their company. Be aware this company will take your money and not give it back and not book you a correct place to stay all I've really got to say pass this point is I'm completely baffled at their lack of responsibility to their Miss book I highly highly suggest that you go through another company because these people will still your money and laugh the whole time that they stole from you and will not pay you back because they have a no refund policy regardless if it's their mistake or not beware beware beware these people are thieves that hide behind their computer and I'm sure in a different country so they would never have to come in contact with you anyhow so if you like being stolen from why don't you just go ahead and book with these people because they're going to wind up screwing you over

DO NOT use this site, book through the hotel website. Why in the world would someone book a non-refundable reservation.

They pretend to be the hotel, charge more than hotel sites, and then when request refund lie, cheat and steal!

Do not use Reservations.com. They are basically a relatively legally functioning Scam._ They do not disclose all their fees, nor do they properly disclose all their "Agreements" that lock you in, so that as soon as you book with them, you will not be getting your money back._ In our case, when we booked a couple nights with a hotel, we did not know the booking was through Reservations.com until the confirmation email came in (with the additional fees now showing up). We shrugged it off at the time, because we figured that was the end of our dealings with Reservations.com. Unfortunately, the hotel turned out to be having renovations going on, which was not disclosed by Reservations.com. So, we went without hot water at times, and without water all together at other times. The services offered by the hotel were reduced to zero, and dust was everywhere._ We complained to the Hotel Manager, and he admitted he felt the hotel shouldn't even be open, but that decision was above his head. Regardless, he offered a refund. But... when it was learned that our booking was through Reservations.com, we were informed that we had to submit the complaint through them before the refund could be issued. He assured us, though, that as soon as Reservations.com contacted him, he would confirm everything and approve the refund. Our sister-in-law was staying in the same hotel with with, and she had to go through the same process because she had booked through Priceline... Priceline issued her the refund the very next day._ But for us... who submitted the complaint per Reservations' instructions a. S.a. P... well... we occasionally got an email every few days saying that they were still looking into a resolution... until finally... over 1 month later! They have sent an email declining the refund "per our agreement with Reservations.com upon booking"... What agreement are they referring to? I can't get them to tell me! They won't even contact the hotel. We have just been dumped, and after a month! Reservations.com takes your money... that is all they do.

I made a reservation on July 13,2020 for a friend and paid for it on my charge card. Reservation was maid through RESERVATIONS.COM. As I was unable to download and fax back a charge card approval form, the hotel cancelled the reservation. The cancellation was made within an hour of making it. Cancellation was through no fault of our own. Two charges were made on my card. After spending considerable time on the phone trying to rectify situation, one charge was returned but other charge for $19.99 was not. After hours more on phone I was told refund would be issued 7 to 10 days. It was not. Today I have talked to 4 different people, had my call disconnected three times after asking for a supervisor. After all that, I was assured that the $19.99 fee would NOT be refunded even though my reservation was cancelled by THEM. As the call was not handled in the USA, I heard roosters crowing in the background on one call, it just goes to prove, DO YOUR BUSINESS WITH AMERICAN BUSINESSES LOCATED IN OUR GREAT COUNTRY OF UNITED STATES OF AMERICA.

The worst service I have had in my life. I needed to change my reservation 21 day prior to my check in and they would not change or refund any of it! Do NOT EVER USE THEM!

Do not book thru them. They charge a 15.99 service fee. They do not issue refunds at all. Call the hotel directly to reserve.

I travel often for my work so I am too familiar with hotels. Last week I drove 7 hours to work at a Naval Base the next morning. About an hour left in my drive I stopped for fuel and booked a room online. I knew I would be staying at least 7 days. I booked through reservations.com, it was a good rate at a decent hotel. The next morning I went on base and was told I cannot have access to the machine I was sent to work on. Not the 1st Gov't mix up. I went back to my hotel, while in the parking lot about 9:30 am I called reservation.com after a few people and a broken english conversations, I was told its the hotels discretion to refund any of the remaining nights. How can that be when they buy hotel rooms and resell them online?
I checked out and drove 7 hours home. I tried another phone call. Nothing. Then I sent an email to customer support. Within 3 minutes I recieved a very corporate response saying they reached out to the hotel on my behalf but could not get me a refund.

Customer Support <*******@reservations.uservoice.com>
3:04 PM (14 minutes ago)
To me

Dear Ray,

Thank you for contacting Reservations.com
In an effort tried to secure a waiver on your behalf we have reached out to
The Hotel and requested a one-time courtesy cancel to waive the penalties
Associated with your booking. Unfortunately, the hotels have denied the
Request and will not be extending a courtesy cancel.

Please accept our sincere apologies, we know this may not be the preferred
Outcome, however it is out of our control, and we are obligated to abide by
The hotel-imposed penalties.

Sincerely,

Bryan
Customer Support
Reservations.com

I'm out over $600.00

NEVER AGAIN

Ray Stevens
Service Mgr.

Most dishonest company in the USA. Liars and and crooks! They care less about being honest and more about how can steal from you!

I thought I was dealing directly with the hotel site, but it was a look-alike funneling the reservation to Reservations.com. When I pushed the book a room button, they charged in full for the entire stay, even though the stay was five months in the future. That's when I knew something wasn't right. I canceled immediately (within minutes), and was told I had to forfeit one night's room charge ($723.75), for a reservation that was 5 months from the booking time. I then called their customer line and was told in no uncertain terms that it was the hotel policy... they they hung up on me, so I redialed and got the same treatment from another representative... who also hung up on me. Makes me wonder if this behavior was part of the program. I rebooked through the direct hotel site and discovered that there is indeed no such hotel policy for cancelation.
In addition to not giving us the refund, the Reservation.com site charged us $19.99 for the transaction fee.
I am going to be extra careful never to do business with these guys again...

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 them. They charge you hidden fees without telling you. You end up paying a lot more than what they initially tell you. Outright thieves.