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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

  • 24 total complaints in the last 3 years.
  • 22 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: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.

  • Initial Complaint

    Date:02/27/2025

    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.
    Here's the situation: We were gifted a certificate for **** hotel in **********. I called the hotel and they said to book online directly, but couldn't do those over the phone. I booked a "refundable" room on what I thought was the hotel website, but actually was a third party website. After realizing this, I contacted this website to say I wanted to cancel. They said no, you cannot cancel due to your reasons, it has to be "extreme circumstances". According to the customer service guy I spoke with. No where on the main page when I booked the "refundable" rate did it say all of this about not being able to actually cancel. My pregnancy brain did not realize I was on the wrong website, and technically one of their reasons you CAN cancel is a pre-existing medical condition. Which I was honest about when explaining my mistake, but they said they needed medical documentation which is sketchy. This company is scamming people out of money when booking and paying for refundable reservations.

  • Initial Complaint

    Date:02/06/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Made reservations at *********** in ******, ** for February 12, confirmation no. ********, paying an additional fee to be able to cancel. Unfortunately, my sister, who is traveling with me had to go to *********** and was diagnosed with C-Diff and is on antibiotics. Since this is highly contagious, we cannot take this trip at this time and tried by phone to cancel, but was told we needed to fill out form, which we tried to do until we got to the part that requested our bank information, which we would not do. They accepted a credit card to make the reservation, they should refund back to that same credit card. I think this is just a scam to keep the money and not refund anything! This company should be investigated. Also, have agents who speak good English.

    Customer Answer

    Date: 02/21/2025

    I never got a response from the company, but I disputed the charge with my credit card company and received a message to disregard the charge.

    Apparently there are a number of complaints regarding Reservation Stays, and a number of people who have lost their money.

  • Initial Complaint

    Date:01/28/2025

    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.
    The date of my transaction was 1/27/2025.. I made a reservation and paid a cancelation fee. I read the acceptable reasons lost that would allow me a refund.. but when I placed my request for a refund I was told they couldn't give me my money back because I choose the wrong dates.. when I placed the order originally yes entering wrong dates was an options for a refund. they aren't being True. They are running a SCAM!! They are stealing money. Plus I thought I was on the Sheraton/******** website. I can't even file a consumers complaint because they have NO Address. Please try and find out where they are in the ***....I paid a $73.00 cancelation fee

  • Initial Complaint

    Date:01/08/2025

    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.
    On 12/21/24 I made a booking for ********************** in *************, ** for the night of 12/28/24 leaving 12/29/24. The experience was horrible at the hotel. I stayed at the 12th floor and from 1130pm to 3a there was adults and children running and screaming those 4 1/2 hours. When I checked out at the from desk the morning of 12/29/24 I demanded a refund for the horrible experience. The front desk stated that you booked with a 3rd party and you have to bring the refund up with them. I called Reservation Stays last week and explained my situation and what ******** Hotel stated to me. The person I was speaking to with a very strong accent put me on hold for 5 minutes then came back and stated there is nothing he can do. I want a refund for horrible service by the hotel also when I booked the hotel on Reservation Stays site it was $55 for ********************** in ** that night then I notice now my credit card bill is $76.98. I want a full refund!

  • Initial Complaint

    Date:10/25/2024

    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 was attempting to make reservations at the ****************** in ***********, ***** this afternoon. The site ************************** popped up and the prices seemed attractive. After i reviewed the prices, i entered my credit card. After i did that, their fees popped up and the non-cancellable statement. It was too late to do anything so i called their number ************** to inquire as to their "fees" of $190.70. The only thing that they could explain was 6.25% state tax and $160 of their fees that he could not explain. I asked to cancel & was told this was non-cancellable. I am trying to get **** to reverse the charges but no success yet.

  • Initial Complaint

    Date:10/14/2024

    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.
    The transaction (or purchase) of three hotel rooms at the *************** was purchased on 10/3/2024. The total amount for the three purchases was $621.87. The business committed to provide was a seamless and trustworthy booking experience, which it has not been. The support team was absolutely no help and actually lied to me about who would be able to help with my issue. I need to shift my reservation just a few days over (to January 27th & 28th of 2025) and they have been absolutely no help.The promise in their "commitment statement" is very off from the quality of service that they provide.

  • Initial Complaint

    Date:10/14/2024

    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 was overcharged for a 2-day stay at *****************. Only to find out my reservation was booked in ***********, **, instead of ***********, **. I tried countless times to resolve this issue. I asked them to have the reservation switched to ***********, **, and they refused. They said I had to check with the hotel. The hotel was okay with it but said that Reservation Stays had called them to verify that they would send me a refund. They refused. Therefore, I had to pay for another stay at the ****************** in ***********, ** for $421.57, $273.33 than what I was charged in *********.

  • Initial Complaint

    Date:09/30/2024

    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 9/28/2024 Name Reservation Stays Amount ****** Thought I called red roof inns booking line, they answered as such. In **************, hurricane ****** took power and water. Tried to get hotel fir me and my family. The *** on the other line stated they had power. Paid with credit card. Got to hotel. No power, not taking guest. Was on phone with *** and he said there is nothing he can do and did not care. Scam. Once we did find a room and got sleep, went back to see if I got a refund yet. Nothing. Started digging and found out these ppl lied about who they are, didn't even book the right room, hotel never got info. Looked online and found how they are scamming ppl. Want my money back we are on limited money and have major health issues and these ppl took advantage of a natural weather and state of emergency.

  • Initial Complaint

    Date:08/29/2024

    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.
    We had booked a trip to ************* on July 19, 2024 but cancelled all plans that morning given the global tech outage. Given the unavoidable circumstances of the global outage, we were able to easily cancel arrangements including air travel and restaurant bookings. We also contacted the *********** on K Street directly and were assured by the reservations manager that they would not charge us. However, this agency has fraudulently claimed that they cannot cancel the one night hotel charge ($588.96) since "the hotel has collected payment". This is a clear lie and they have been unwilling to refund us.

Reservation Stays is NOT a BBB Accredited Business.

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