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Business Profile

Hotel Reservation

Reservation Stays

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 21 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/05/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I found this company while searching for the ************** in ********************. This trip was work related; I booked a fully refundable rate. Date initial reservation made: 5/29/2025 5:55 PM CT - 6:10 PM CT (15 minute call to **************) Date cancelled: 6/4/2025 3:49 PM CT 3:49 PM CT (4 minute call) and 4:11 PM (6 minute call) The agent informed me the reservation was NOT refundable and provided information on a review process that involved me calling the hotel to cancel and get them to send me an email confirming the cancellation. To that end, despite paying for a fully refundable reservation, I called the **************, ************* directly and spoke to the front desk. *************** from 3:58 - 4:10 PM 12-minute call) After speaking with 2 ******** employees, I was informed they DO NOT HAVE, nor have they ever had, the ability to send the requested information as the cancellation needs to come from this company as the third party who made the reservation. Upon receiving this information, I again called the company and requested they needed to call the hotel as the agent. They refused to do so. At that time, I requested they review the recorded call of my original reservation. To which, they alleged they completed this action and sent a response dated Sent: Wednesday, June 4, 2025 4:50 PM again refusing to refund my fully refundable reservation.I then requested the following: "Please send me the full and entire recording of the original conversation between me and your agent (Date initial reservation made: 5/29/2025 5:55 PM CT - 6:10 PM CT (15-minute call to **************)) as soon as possible." I, again, formally dispute your response. I paid a daily room rate upcharge to make sure my reservation was fully refundable." I have not heard back from them. I have disputed this charge with my credit card company.

  • Initial Complaint

    Date:05/29/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We secured a reservation for a hotel room at the **************************** for 4/15/2025 - 4/18/2-25. The room was advertised as a suite but was merely a single room with two beds and a countertop kitchenette. We complained to the front desk, who agreed with us and canceled our reservation. We stayed at another hotel. We have been asking ReservationStays to refund our money, but they refuse to do so. We have been in contact with the hotel, who cannot refund our money but would do so if they could. ReservationStays refunding our money through ****** would be our desired resolution as we did not stay at the hotel room we booked due to the false advertising stating the room was a suite when in fact it was a single room.

  • Initial Complaint

    Date:05/29/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received a Booking Confirmation B17083029 on 6 February, 2025 for a nights accommodation at ******** Chalets in *********, ********* on 28 July, 2025.I believed the cost of the stay was $284.99 AUS but instead I was charged $284.99 US.I tried to have this corrected in an email to Reservation Stays but to no avail.I cancelled my stay on 11 March, 2025 which was well before the date for a full refund which was 15 July, ******* is now 11 weeks since I cancelled my nights accommodation and still do not have a refund.

  • Initial Complaint

    Date:05/14/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Reservation Stays deceptively gave me the impression I was making a reservation with ********. I had to cancel my reservation due to Covid, but Reservation Stays is trying to steal money from me.

  • Initial Complaint

    Date:04/17/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was booking a hotel room with a major hotel chain, ************************** has "spoofed" the actual hotels website to make it appear you are booking directly with the official hotel chain.The dates of my stay were changed by ************************** and this is when I found that my reservation had been "hijacked" by ************************** and changed.I have researched and found that the actual hotel is fully booked and will not be able to honor this *********************************************** has stopped responding to my requests and refuses to refund for a reservation that cannot be honored and was changed from my original submission.I am requesting a full refund

  • Initial Complaint

    Date:04/10/2025

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a stay at ********* Rentals for $131.16. They overcharged me for $217.15. I have a receipt as proof. I spoke to the owner over the phone and he was rude and told me he would not refund me the full amount. He asked to see proof so I sent him an email with proof of receipt and have yet to hear back from him. I did not authorize a payment for $217.15. I authorized a payment for my stay for $131.16. At the bottom of my receipt it even says, "There will be NO additional charges for the room." I think it is very shady of them to tell me I am only paying one amount and then charging me a higher amount. I would like either an adjustment for the cost or a full refund.

  • Initial Complaint

    Date:03/26/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Deceptive Business Practices by Reservation Stays Refused Refund I am filing this complaint against a company called Reservation Stays for deceptive advertising and predatory booking practices. I recently made a hotel reservation through what I believed to be the official website of the hotel I intended to book. The websites appearance and layout were nearly identical to the hotels actual site, and nowhere was it clearly disclosed that I was booking through a third-party company. It wasnt until after completing the reservation that I realized the site was operated by Reservation Stays.I contacted them immediately to request a refund, explaining that I had been misled by the presentation of their website. Unfortunately, I was told that all reservations are non-refundabledespite the fact that the booking had just been made and my request was almost immediate.Their business model appears to rely on confusing consumers into thinking they are booking directly with a hotel, and then enforcing a strict no-refund policy once the mistake is realized. This is not only unethical but predatory.I am requesting a full refund for the reservation and that this company be investigated for misleading advertising and unfair consumer practices. I would also like to see better transparency requirements placed on third-party booking platforms to prevent this from happening to others.Thank you for your time and attention.

  • Initial Complaint

    Date:03/25/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a hotel for several days through ************************** in haste for a work trip, and thinking myself as being proactive, elected to spend extra on what they coined a "refundable upgrade" to the tune of an extra $25.Come the day of my trip and I experience a critical vehicle failure that required me to cancel my trip, and thus my hotel reservation... disappointing for a number of reasons, but at least I think to myself that I'll be able to get the majority of my reservation back thanks to the aforementioned upgrade.When communicating with the representatives at their support line (via ************ and on their website, which lacks a dedicated chatlog saver), they informed me that because my vehicle's mechanical failure was insufficient reason to cancel the reservation and would not give me my refund.The closest to an alternative to they provided me with was acquiring documentation from the hotel to provide to an additional third party, who they refused to disclose... when I contacted the hotel regarding this *************), they had never heard of this procedure before.The inability to get a refund for an unused reservation from the ************************** when the hotel proper would have happily provided even a partial refund is bad enough, but the obscuration of both the rigid terms for said refund, the methods to request it, and the methods to document it for the sake of potentially disputing it, are very much lacking.

  • Initial Complaint

    Date:03/24/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I reserved a hotel room through Reservation Stays. When I arrived at the hotel, they had no record of it. The hotel investigated and found that they had rejected Reservation Stay's reservation request. RS knew that and yet still charged me for the room. They are not responding to my request for a refund. I had to book another room on the spot at a much higher rate.

  • Initial Complaint

    Date:03/17/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 12/13/2024 my mother and I booked a trip to **********. It appeared we were booking on the hotel site but it was actually **************************. We added a refundable option for emergencies. This happened when the child my other is helping to raise, my niece, needed emergency heart surgery. However, they are now not allowing a refund over the phone. Instead they are prompting me to a form in which they are requesting (on 3/16/2025) my banking information. This is for *******. We are trying to dispute with **** as well.

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