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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:07/24/2024

    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.
    I got on Reservation Stays in error while trying to book a hotel reservation at the ************************************************. I thought that I entered the correct date for my reservation. However, the date of my arrival was for today instead of September 17, 2024. I phoned the number given ************** 30 minutes after I discovered the error and was told that they could not change the date on the reservation and that I had to phone the hotel directly. I asked them to just switch the date to September 17. They said only the hotel could change it. The hotel had not received any reservation in our name and the confirmation number was not recognized. I made a reservation directly with the hotel for the correct date. Then I phoned the Reservation Stays back and said I could not make the date the reservation was made for and to please cancel. They would not. They have charged us for $177.99 that I don't think I should have to pay. I spoke to first *** and then ****. 4:15 pm central time on July 23, 2024. I feel that they should have been able to change the date or cancel the reservation. Thank you.

  • Initial Complaint

    Date:06/24/2024

    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 reserved a room at the ***************** on June 13 when I arrived at the hotel I was told I did not have a reservation. I had to pay for this again. I contacted the company who told me if I sent my invoice as proof of payment to them, they would refund, my reservation cost of $162. I submitted all the information they requested and I still have yet to receive a refund or at this point any further response from this company all I am seeking is the refund of my $162 for a reservation that did not exist .

  • Initial Complaint

    Date:06/13/2024

    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 needed to make a hotel room reservation for an event in ********, ** from June27-July 3rd. The event organizer had a link to reserve rooms and I used that link to look for a double room. The link showed there were no double rooms available, so I used a web browser to search for a room directly from the hotel website. I landed on a room reservation page that I thought was the official hotel page (Hyatt) and searched for rooms. I found a double room and went ahead to book it because it showed that there were a few double rooms left for that time. I quickly made the reservation. I checked my email right away to see the confirmation and saw that I had entered the wrong month (July 27th-Aug. 3rd). I called the number in the reservation immediately thinking that I was calling the hotel. I explained that I had made a mistake using the online calendar on their website and I needed to change my reservation for the correct month. The customer service rep told me my rate was non amendable and non refundable. I asked to speak to a supervisor, I told them that I had mistakenly clicked on the wrong month, but they told me the same thing and said that I should call the hotel to see if they could help me. It was at this point that I understood I had booked with a third party. The hotel said they couldn't cancel my reservation referred me tp the vendor again. I spoke to a different customer service rep and supervisor. I didn't see that my reservation was non amendable and non refundable because the system showed that there were few rooms left and I had to act quickly. Also, although my credit card was charged, the hotel reservation is showing a different credit card number, which according to the hotel was only used for that purchase so there's actually no credit card to be refunded. I would like a refund because it wasn't clear to me that the rate was not only nonrefundable, but also nonamendable. I was prompted to act quickly and did not realize that my date couldn't be changed

  • Initial Complaint

    Date:06/10/2024

    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 made a hotel reservation for Days Inn through Expedia and paid the extra $73 in case there was a date or venue change. I found out on the day I made the reservation that there was a venue change, and I contacted the agency associated with Wyndham and they have given me the runn around about my refund.

  • Initial Complaint

    Date:06/03/2024

    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.
    Date of transaction April 22, 2024 $728.97 Hotel lodging reservation with Reservation Stay - ************************************** I made a reservation with Reservation Stays for a hotel in ******** ******** On April 22, 2024 **************** from July *****, 2024. In the amount $728.97 My reservation on screen was a fully refundable room When I received the confirmation number it was listed as a non -refundable room. They told me the only day I could action it was April 22 (which is the day I made the reservation. (I did call them ************) the agent told me to email *********************************** I questioned why my reservation was a non-refundable room vs. refundable which what I selected on screen. They told me to provide proof (I didnt have a copy / picture of the screen shot)At this point I phoned ******* and questioned it the agent put in a dispute and the nightmare started.I never disputed the charge what I disputed is refundable vs. non-refundable.I then receive an email form the Reservation Stays saying my reservation as not found and to call my financial institution. Which I did I phone but Reservation Stays and Jet Blue on April 24, 2024, April 25, 2024. And every day since then -(both emails are attached)I called on May 29 and spoke to Jet Blue they mentioned I have no chargeback on file and that my cass closed to contact Reservation Stays which I did they mentioned they could not talk to me as I had a chargeback on my account I mentioned to them JetBlue confirmed no such thing.I phoned JetBlue back and spoke to ***** asked him if he would do a 3 way call with me to Reservation Stays he did and over heard the nightmare I was dealing with (mentioned He documented everything) When Reservation was on the line and I told them I had a JetBlue representative they threaten to disconnect the line so JR stayed quite.

  • Initial Complaint

    Date:05/30/2024

    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.
    Reservationstays.com reservation #B_14341192 on 5/29/2024. I made it clear that I was intended to be discussing my reservation with Holiday Inn and was never corrected. I thought I was getting a slightly better rate than the website for hotel because I was calling directly. I made it abundantly clear it needed to be easily cancelled because my 102 year old mother ill. I was repeatedly assured it could easily be cancelled and even paid an extra $32 to be able to cancel up to the date of arrival. When I realized I had accidentally reserved for the wrong Portland airport Holiday Inn I called *********** to change it and that is when I learned I had booked with a "third party". I emailed support@reservationstays and was told "booking is classified as non-refundable and non-amendable" and "policy was outlined both on the booking form and again on the confirmation page". I did not see a booking form as it was a phone call and the confirmation page was emailed after the fact.

  • Initial Complaint

    Date:05/13/2024

    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 made the reservation on 04/02/2024 ************ charged ****** to my debit card.-ReservationStays committed to providing me a hotel room at the government rate. They told me on the sales call that it would be ****** per night of my stay. -My dispute is that the representative "*****" told me that I would receive that rate but charged me the full amount including all of the applicable taxes of which government employees are exempt. -I have contacted the company multiple times and have spoken with several different representatives.-I have been told that the recording of the phone conversation had been reviewed and it was just a miscommunication and that I am liable for it.-I have been told that they would provide me with a copy of the recording so that I could review it as well. I have not received a copy of the recording. -I have been told that if the hotel supplied me with paperwork that Reservationstays would give me a FULL refund. However, the hotel does not offer any type of paperwork when dealing with third party vendors. -The confirmation number for my order is B_13642252 -To be honest, I Googled the ************** for *********** and was connected through to *****. I did not realize I was on the phone with a third party vendor. I did not find out that it was a third party vendor until I talked to the concierge at the hotel. I would not have made my reservation with ***** had I known he wasn't a representative of the hotel and could not supply me with the correct rates.

  • Initial Complaint

    Date:02/26/2024

    Type:Customer Service 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.
    After hotel stay, I reached out to Reservation Stays <**********************************> for a copy of my booking invoice. On the invoice, there was $205.24 in taxes and fees. I reached back out to them for a detailed line breakdown of the taxes and fees. This was a business stay for me and my company will not reimburse me if the taxes and fees are not broken out. Also I would like to know the breakdown of $205.24 in taxes and fees. I have sent 3 requests now and no reply back. A customer as the right to know the details of what they were charged for. That is a lot of money to not be able to explain the details.

  • Initial Complaint

    Date:08/17/2022

    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 called Reservation Stays to book a reservation for a hotel. The reservationist never advised me that she was making a non-refundable reservation. Online, the reservations at this price state clearly that they are refundable. I subsequently called back after about 20 minutes to change my reservation date by one day and I was told my reservation #B_6807416 was non-refundable.I requested a supervisor and was given ****** who supposedly sent me to ***************** She was more concerned about whether I had prompted the agent I booked with regarding verification of refundable status, rather than if my reservation was handled ethically.After being transferred, I was disconnected. I then called the actual Days Inn and spoke to ***** and was told by the suprvisor "***" that I could tecieve a refund. Reservation Stays agents told me it is based on the Hotel policy. I called Reservation Stays upwards of 3+ more times and got a busy signal. I never got a call back from them and I fell asleep.Originally I only needed to modify the dates slightly. Since I was clearly not being helped, I booked a new reservation with a reputable company for the same hotel, so I simply **** a full refund as Reservation Stays did not represent my service request accurately. I will never be using this company again. Please assist me in obtaining a refund.Thank you,*************************

Reservation Stays is NOT a BBB Accredited Business.

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