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United States, Florida, Orlando

Consumer reviews about reservations.com

Jun 2, 2019

Another Florida Ripoff

I got ripped off too and am in the middle of writing reviews. I filed a BBB complaint and here's what is posted on the BBB site (too bad I didn't stop the reservation process and look up the reviews before I hit submit. I thought I was dealing with Best Western),
"BBB files indicate that this business has a pattern of complaints; consumers are reporting they are not made aware of certain fees the company charges in order to make a reservation through the site. Additionally, consumers have reported lack of transparency when it comes to going on what appears to be an actual hotel site, when in fact the site the consumers are on is your business site duplicating information."
On April 30, 2019 the business responded with the following response to their Pattern of Complaints (unfortunately, I made my reservations on April 27, so I didn't get to see their new "fix" plan in action).
"Reservations.com is willing to work with the BBB to identify and implement additional avenues for disclosure and clarity. To that end, starting in May 2019, we will work to identify additional places where were we can disclose the service fee ($14.99) more prominently, beyond the multiple places (not so) it is currently displayed. In addition, our call (but what if you don't call?) center scripts already include multiple prompts that disclose the existence of our service fee and its non-refundable nature prior to completing a booking. We will work with our call center to reinforce compliance with our existing policies. Although our existing disclosure structure is providing adequate notice to the vast (really?) majority of our customers, we are confident that the additional measures will provide customers with supplemental clarity on our fee structure. (I can guarantee this won't solve these issues.) Starting on May 2019, we will make changes to the website so that the Reservations.com logo and brand is reinforced more prominently throughout the booking process (how about not take us to your site when we think we're on another site?). To that end, we are exploring ways to display the Reservations.com brand in additional places, above and beyond the multiple instances where it is currently displayed. Agents are already trained to disclose that a customer is speaking directly with Reservations.com. (It's the website that's the bigger scam!) As a supplemental measure, we are assembling an additional training team to reinforce training and a quality assurance team to bolster compliance with existing policies."
It's not your employees...it's your business model/policies that are a rip off.
And I'll add to this, what you're immediately charged (besides the $14.99) isn't consistent with what the website says. And the rates are way higher than what you would have gotten if you'd book on the real site or used any other discount (AARP, hotel, etc.). I was charged the $14.99 fee for two rooms that cost over $20 more per room than Best Western actually charged. There won't be a second time with Reservations.com. I consider this company another Florida scam; second in two years for me. The last was with a moving broker for over $4000; I guess I should be happy this was only $50+ more (for one night)! The Florida AG needs to do a lot more cleaning house!

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