Reservations.com

They tried to add a booking fee when I booked on the hotel's own website, with no mention of reservations.com. Sneaky operation.

Do not book using them their prices are misleading and they charge additional fees. It is cheaper to purchase directly from the hotel. Stay away!

Don't. Use. Them.
Worst customer service/worst experience. Deserve zero stars if that was an option.

Through reservations.com I pre-paid for two nights at Knight's Inn in Liberty, NY for this past July 4th. When I arrived at the hotel, it was closed due to flooding. Okay, such things happen. But what happened next was, frankly, fraudulent -- by reservations.com

Unable to use the hotel rooms I had paid for due to flooding, I contacted reservations.com for a refund. Customer service then flat-out lied to me. Here is what they wrote:

David Schisgall
Subject: Reservation of Itinerary No. ******* of David Schisgall
JUL 05,2016 | 11:39AM MDT
Kenneth O. Replied:
Hello,

Thank you for contacting us. We are a booking company and are not associated directly with any specific hotel. This means that we are not responsible for the hotels facility or its management. We have called the hotel regarding your refund request however they informed us that they will be charging both reservations ( ******* & *******) for the full amount. We have done everything we could to get a penalty waiver however this is their policy and we must comply. If there is any information that i am missing please let me know so we can further assist you on the refund request.

In point of fact -- as a representative from reservations.com later admitted to me by phone, reservations.com had not contacted the Knights Inn for my refund. Reservations.com had never given over my money to the Knights Inn. Instead, reservations.com kept my $500, told me that they had given it to Knight's Inn and that I should get it from them.

Only after several hours on the phone by myself and Knight's Inn did reservations.com admit their lies and refund my credit card.

If you use this company, you will get screwed. Don't.

David Schisgall

Absolutely horrific. 1st the website fooled me because I actually thought I was on Hiltons website.
I didnt think I had actually made a reservation when I pushed enter to see the totals and was surpised to see a confirmation before getting the final total. I immeadiately called them to correct the mistake was informed THAT IF I HAD CANCELED THE DAY BEFORE I MADE THE RESERVATION THAN IT WAS FULLY REFUNDABLE! Reservation made Feb11th would have to cancel Feb 10the to receive full refund
I explained what had happened, told tough. Asked to speak to supervisor and told the same thing.
They did refund 30% of $900.
A direct reservation with the hotel was $250 cheaper. - cause I made a reservation that same evening with the hotel.

When I checked in the hotel even tho the reservation thru Reservations.com was supposed to be cancelled it had not been.

These people are unscrupulous!

I thought I was booking on the hotel website. When I confirmed my reservation, however, I realized that my credit card was immediately charged (something bona fide hotel sites never do unless you're getting a non-refundable room, which I wasn't). I immediately tried to cancel on the site, but kept getting popups offering discounts if I didn't cancel, and finally a message that they were unable to cancel my booking. I called the customer service number, and the agent did cancel my booking and send a cancellation email, but the agent said the charge won't be reversed for SEVEN TO TEN BUSINESS DAYS! The cancellation email says TEN TO FIFTEEN BUSINESS DAYS. I then saw that what I was being charged for the room was over $100 more than what I was being charged on the hotel website and contains all sorts of non-disclosed "junk" fees. Bottom Line - be careful when making a reservation that you're on the actual hotel website (nameofhotel.com). At worst, use Hotels.com or a reputable site. Reservations.com is a rip-off.

This booking agency is awful. Based on a medical need, I could only stay at the hotel 3 of the 5 days. I notified the hotel and reservations.com, upon checking in, if this change. The hotel said it would be no issue but that since I went through s third party, the third party would have to release the funds back to me. When I spoke with reservations.com, they told me that they could not do anything until after I checked out of the hotel and to give them a call back. Upon checking out of the hotel, reservations.com told me they would need to contact the hotel to ensure the hotel would release the funds back to them. Well, they told me they would email and/or call me within one business day. One business day turned into several and I ended up having to call them. After speaking with someone, I asked to speak to a manager. That individual told me that there was not a manager available and that I would have to call a different number and leave a message. After finally getting a hold of a manager (and a week later), the manager said they would follow-up and personally give me a call back. No manager called me back! I received an email, only after emailing the company with my complaint. They denied reimbursing me because they said the hotel would not release the funds. I called the hotel and they said it would not be an issue. I then emailed reservations.com and still have not heard anything from them regarding the reimbursement of the days I did not stay. They did state they would give me a military discount and email me a check for the difference. To date I have not received anymore emails or a check. It's been a month! They owe me $303.16 for the military reimbursement and $286 for the nights I did not stay at the hotel!

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.

Do not EVER use this source. They have zero customer service. I made a HUGE mistake with this and will never ever ever use them again.

Warning, this site is misleading, does not state the terms clearly up front, says they
Have charged your account the full amount of your stay the minute you pressed the "book" button, has a no refund policy and their customer "service" is impossible to deal with. When I booked a room I thought I was on the hotel website, it was not clear it was a second party site. After booking I was informed I had just paid the full amount and there was not refunds. The links on the confirming e-mail to the site did not work so sent an e-mail reply canceling the reservation and called customer service. I was told repeatedly the hotel policy did not allow refunds. I repeatedly asked to talk to a supervisor and then finally was put on hold for 30 min and when the rep returned he said he called the hotel and their policy would not allow refunds. While on hold I checked the hotel website and for the same room rate the consolation policy was a full refund if canceled 48 hours prior to arrival so I again asked to talk to a supervisor and was put on hold and waited 30 minutes and was disconnected. I called back the next night and tried again and the rep said his "support team" would call the hotel to confirm. I waited on hold for another 30 minutes and the rep confirmed I was correct but a manager was not available at the Hotel to authorize the refund and he would call back in 2 hours. It as to late so I asked him to call back the next day. He did not call so I called him back because I had requested his direct line. Again I got the same line that he had to work with his "support team" and put me on hold for the minimum 30 minutes and was again told they could not reach a hotel manager. The rep said he would "escalate" the request, what ever that means, and would send me an e-mail the next day. I am going to dispute the charge with VISA and be very careful on the booking policies on any website in the future.

BE CAREFUL, THEY MASK THEMSELVES TO LOOK LIKE YOU ARE MAKING REZ THROUGH HOTEL... BUT NOOOOOOOOOOOO. YOU ARE GETTING A 3RD PARTY SYSTEM CALLED RESERVATIONS.COM WHICH IS A SUBSET OF EXPEDIA.
I ONLY FOUND OUT I HAD REZ THROUGH 3RD PARTY WHEN I GOT THEIR CONFIRMATION BACK AND IT WAS ON A CHEAP LOOKING E-MAIL FORM LETTER. SMELLED WRONG THEN. CALLED TO CANCEL, TO SOMEWHERE IN CHINA OR SOMEWHERE AND THEN YOU FIND OUT IT IS A NON-REFUNDABLE BOOKING... HELLO. TO SHORTEN THE STORY HERE IS WHAT YOU DO TO GET THIS CRAP REVERSED.
1. CALL YOU HOTEL AND TELL THEM WHAT HAPPENED. GET THE NAME OF SOMEONE THAT REZ.COM CAN CALL AND "WAIVE" THE CHARGE.
2. CALLL REZ.COM ON THEIR TOLL FREE NUMBER AND YOU WILL GET SOME COUNTRY SOMEWHERE.
3. THEY WILL TELL YOU THAT THEIR SUPERVISOR WILL HAVE TO CALL THE HOTEL AND GET A WAIVER OF THE CHARGES... WHICH THEY DO.
4. GIVE THEM THE NAME AND PHONE NUMBER OF THE PERSON TO TALK WITH AT THE HOTEL.
5. STAY ON THE LINE AND WAIT FOR AN ANSWER.
6. THEY WILL COME BACK WITH A WAIVED CHARGE, BUT THEY WON'T GIVE YOU A "FULL" REFUND. WILL TRY TO KEEP ABOUT $14.99 AS A "FEE".
7. RAISE HECK AT THIS AND THEY WILL AGREE TO REFUND THAT ALSO.
8. GET THEM TO E-MAIL YOU A CANCELLATION NOTICE. WHICH THEY WILL DO. BUT, IT WILL NOT HAVE ANY AMOUNT ON IT.
9. IN THE MEAN TIME, BLOCK/DISPUTE THE CHARGE TO YOUR CREDIT CARD SO IT WON'T PAY ANYTHING. JUST FOR INSURANCE.
10. FINALLY... DON'T EVER, EVER, EVER DEAL WITH A 3RD PARTY BOOKING AGENT FOR HOTELS.

I AM EXHAUSTED.