Reservation DeskReviews 518

Reservation Desk: High Fees & No Guarantee of Reservation

I recently used Reservation Desk to book a room at a hotel near my home. I mistakenly believed I was booking directly with the hotel itself. After booking, I realized I had used an independent service.

This caused me bit of anxiety as I had a similar experience in Canada a couple years ago where my reservation made through a third party was not honored at the hotel.

To avoid a repeat of this situation, I immediately called Reservation Desk to cancel my booking. However, I was charged a non-refundable fee of $17.

To my dismay, I then checked the hotel's official website and found that the same room was available for $30 less than what I paid through Reservation Desk.

While booking services can be convenient for finding available rooms quickly, the high fees and the risk of your reservation not being honored at the hotel make them a less desirable option. I will be booking directly with hotels in the future."Dang. I thought I'd leaned my lesson from the Canada experience.
I guess the benefit of using a book service is that it connects you with hotels near by if you need to find a room fast or something.

I honestly wish I didn't have to write this negative review. My wife and I live in Irvine, CA and we booked a Newport Beach NYE cruise to bring in the New Year. Really fun way to spend time together and celebrate. We also booked a room at Holiday Inn Express Newport Beach to have a place to stay after the cruise. It's obviously a convenient place to stay after getting off the boat. Our room for New Years Eve (12/31/24) was booked a couple weeks BEFORE NYE, and we received reservation confirmation from our credit card company. We wanted to make sure we had a place to stay after enjoying the cruise. We don't want to be driving on NYE of course. Holiday Inn Express Newport Beach canceled our reservation a COUPLE HOURS before check in. They are literally awful people who take no accountability. Who does this kind of thing (hours before check in)? I called Holiday Inn Express Newport Beach to discuss them cancelling the reservation and they literally hung up on me. No apology, no acknowledgement that they messed up. Absolutely awful people who don't care and take zero accountability. They need to be held accountable for their actions and lack of proper management. Very frustrating for my wife and me. I hope this review will make the decision makers at that hotel take accountability for their actions and I hope it helps others from dealing with this kind of frustration. Happy New Year! Be safe and avoid Holiday Inn Express Newport Beach. They are awful people.

Had to pay full peice, not given hospital rate. No lamps, sheet not fitted, kept coming out, had to ask front desk for clips to hold curtain closed, really old microwave. Took 10 mins to heat warm small bowl of soup, no lights in dark outside blocked off hallway. Worse Motel I ever stayed in and it's been many. Will see if I get medical discount in morning when I sign out. Front desk lady said, when I checked in, cause I called thr number on the website, I don't get medical discount!. Well they never gave me the medical rate. To edit my review I had to put today's date in for stay. But it was December 30,2024

They intentionally make their website look like the actual hotel you're wanting to reserve. When you discover that it isn't - they refuse to refund you. I literally called 30 min after booking and they refused to assist me. An absolutely horrible company that is a complete scam!

Booked a room with what I thought was the hotel reservation line turns out I got this third party booking site. End up not needing the room but they tell me after the fact that I can't cancel. Great company. Do your self a favour and use Travelocity or one of the other companies. At least they let you cancel 48 hours before.

This service have hidden charges do not use. Parking is not available and part far away. Parking is first come and it is always full. The hidden resort fee charges are not told upfront. The reservation desk gives you low price but do not talk about hidden charges and service charges and booking fee that bring the price even higher than normal rate. Terrible service. People on phone do not understand or speak English. It is not work using this terrible service. Big communication issue. Staff being friendly is not true and as a traveler you care about the room NOT the Friedly staff. The room are terrible and have bugs and not clean. DO NOT USE THIS SERVICE OR HOTEL>> terrible They tell you one price and charge you another.

Upon my arrival I was told that my "Prepaid" reservation had been canceled by the Manager 2 days after I booked it. It took about 30 min for them to give me a room which had NO TOWELS. When I went to ask for towels, they asked me how many I needed,,,how about the number of towels that should be in a room. Toilet seat was broken, and I stopped requesting it to be fixed after day 2. No Apologies for anything.
The best part is the "Reservation Desk" which I was directed to from the website, the RUDE agent cannot add my member number because they are a third party. I did not ask for a third party it is where the website brought me.
Lesson of the Day: Stay Away From Candlewood Suites and IGH Hotel. No Apologies, No Accountability, equals No More of My Business. And this RESERVATION DESK site & agents are Horrible.
FYI, I routinely book 20-30 rooms for my traveling sports teams. I'm so relieved that I was traveling alone this time. IGH will NOT be in any of my future bookings

I haven't even been on my trip yet and they already ruined my trip. I asked to add another guest and they won't allow me, even if I pay a full room price for him. I also asked other options like add a sofa, mattress etc. and they denied the request. Its extremely hard to get a hold of anybody over the phone. I would give 0 stars if I could.

There is no way I'm spending 200$ a nite for a bed? So no way on he'll em I spending 500$? Do you care about people. Or just money. It shud include every event listed. And every meal including in your overpriced bed. With a door?

Made reservations. Charged me 127.00-dollar service and tax. Never told me found out on conformation e-mail. If you would like reservations call direct to Akwesasne casino *******222 no tax or service fee of 12.00, I would not recommend reservation desk to anybody. Also charge your credit card full at time of call Beware of these scammers. No help to resolve.

They made the reservation easy, but then overcharged me by $123 and refused to refund me.
When I contacted them about the mistake, they said:
"We apologize for any inconvenience this may have caused. As a courtesy, our team has contacted our hotel partner on your behalf. They have informed us that they require a copy of your credit card charges in order to continue their investigation. Please reply to this email with the requested documentation so that we may continue assisting you with your refund request."

I waited 15 days and was not contacted again and when I reached out to follow up, they sent the same message again.

I then contacted the hotel directly, and they said they reached out to the company (parent company= booking.com ) who said they would refund.
After another 15 days of no action, I spoke to the hotel again, and they processed my reimbursement themselves.

I used this service to book a hotel in an emergency (through a phone agent) and they did not disclose it was a pod hotel (bunk bed in a hallway with a curtain) or that I was being charged full price immediately (thought I was paying a service fee only for the reservation). When I arrived 30 minutes later I immediately declined the place since I had zero intentions of sleeping in a bunk bed in the hallway behind a curtain - the phone agent had completely misled me when he assured me it was a room with private bathroom. The front desk agent was nonchalant and assured me it was not a problem, and it would be cancelled.
About an hour later I was shocked to see the full charge on my credit card and immediately attempted to cancel, both online and via phone. They refused to reimburse me because of their "cancellation policy" (which i was massively uninformed of at the time of "reservation"). I have never paid full price for a reservation (I understand there can sometimes be a service fee), but these guys ROBBED ME and now refuse to respond to emails. I found other similar reviews on Reddit so make sure you look them up there... the reviews on this site are likely fake. Also, they have been sued for this kind of thing before if you google "Reservation Desk scam" and you'll find the lawsuit re "Hotel Room Resellers Settle FTC Charges That They Misled Consumers").

When I arrived I was charged more in fees on my "paid in full" reservation for 3 nights than I did for the entire price of my 3 night stay! Absolutely not worth it! There was nothing stating resort fees or parking fees would be charged when I was booking (I booked on Super.com). The lady at check in would only say these fees were probably hidden. Rooms are average at best. There are a lot of areas with caution tape (not sure if they are under construction or what). It's a long hike to the parking area. It's really hot in the entire hotel (although the maintenance guy was very nice and did the best he could for our room). I travel a lot and would not recommend this hotel. I have included a sample photo of a booking for December 2,2024 (the current date). It clearly states under the total price "total incl. Taxes and fees". The only mention I could find of any extra fees was on my itinerary, which was sent after I paid for the nonrefundable stay. BEWARE OF EXTRA HIDDEN FEES!

Second day made three (3) trips to the front desk to get our room key changed due to the fact it failed to open our room door. That same night we were locked out of the room again and needed the maintenance person to come and attempt to get access to room, the key device he had failed and he then resorted to sliding a metal piece under the door in an attempt to grip the room handle on the inside of the room to force the door to open – it took him 45 minutes to gain access into our room. And if that was not enough the front desk give another patron a key to our room who actually open the door but the lock prevented the from entering.
On Friday night after returning from a family outing, our room key failed to open our room door again, clerk assign a new key twice (2x) and both attempts failed and required the maintenance person to come out again; this time we were locked out our room from 12 midnight to 2:00 a.m. the key device never worked used a metal like device and pull the handle down from the inside of the room to allow access into our room Changed rooms and found hair in bathtub and two dirty towels hanging on the shower rail..

Their call agent made a false promise that water park tickets are covered as part of hotel reservation. Infact it was not and we had to pay from our pocket on the hotel counter.
Pls be very very careful while dealing with these cheaters/scammers.

Scam scam scam👎🏻 book from other providers please. Never call them to book a reservation. Customer service is worst.

This is the only number I could easily find as I was trying to book directly through the hotel. Because of this I did not get the correct rate that the hotel was offering for my rooms. The lady also did not speak very good English tough to understand if I would have known that the number was a third party service I would not have even called it.

This service is the worst in the world! You pay more going thru them than you would just calling the hotel! I repeat DO NOT USE THiS SERVICE! Unless you want to pay more and also never get a refund of dissatisfied!