1) They pass themselves off as Sheraton Hotel, but they are a third party.
2) Quoted a price including pet fee. After charging my credit card, the receipt did not show the pet fee included.
3) I tried to cancel, but they refused. Subsequently they did cancel, but never refunded my money.
In short, THEY MISREPRESENTED THEMSELVES, LIED ABOUT THE SERVICES PROVIDED, CANCELED MY RESERVATION AND STOLE MY MONEY.
Confirmation #R*******916

DO NOT USE THIS COMPANY. Yesterday 05/12/2025 I called to book 3 rooms for a business trip. I was on the phone over 20 minutes customer service rep was very hard to understand. She finally finished up and rattled off a long speech. I asked her if that was for the 3 rooms she said no that was 1 room. I stated i needed 3 and that I had to be in a meeting shortly at 11:00 am. I was put on hold for and thought she had hung up on me. She came back on the phone gave me a confirmation number and gave me the motel number and said I would need to call the motel to book the other 2 rooms. I asked her if there would be rooms to book she stated yes there were 5 rooms. I called the front desk at the motel about 45 minutes later to be informed there were no rooms available for the needed dates, They had a few rooms on the week days but not the weekend I needed. They had been booked up except for the 1 room reservation desk reserved for me. She also told me my reservation had no phone number on it and no address even though I had spent over 20 minutes with reservation desk giving them the information. The front desk told me they could not cancel because it was booked through a 3rd party so call them and let them know she said to give me the refund. NOW THE FUN REALLY BEGINS (NOT) I call reservation desk and push the button to cancel. They cannot find my reservation because it is not connected to my telephone number (because 1st rep failed to put in a telephone number). I give her my reservation number and she tells me she will be happy to cancel with a charge of $151.00 and 17.99 for reservation fee. I stated I was not paying a cancellation fee because the lady who set it up had messed it all up and I needed 3 rooms. She was very hard to understand and I said that. She said well how can I help you if you don't understand me. I stated if she slowed down I could understand her. So she spoke overly exaggerated slow. I tried to explain what had happened when I called to make the reservation and that I just wanted a full refund. She began to explain the process again of having to put this in the system to be escalated and would take 7 business days. I asked to speak to a supervisor several times and never got one. She told me I need to be quiet and listen to her if I wanted her to process this for a refund. I was silent. She typed the email she was going to send and read it back to me I said no this is what happened. Then she stated let her retype it once again she read it and I said no this happened. She told me she would never get this done if I kept changing my story. I explained to her that I had tried to tell her this but she told me I needed to be quiet and listen to her. She then gave me information and read off my email address I said no. I have no idea where the first rep got that email address but it sure was not the one I gave her not even close. I asked again at the end for a supervisor I was put on hold and the told 1 would call me back. This cancellation reps name was Lia and she was rude. The rep that booked the room I do not know her name but she was incompetent. I have not received a call from a supervisor yet 05/13/2025. LIA SAID THE ESCALATION TEAM WOULD LISTEN TO THE RECORDING OF THE RESERVATION. I HOPE THEY LISTEN TO THE RECORDING OF THE CANCELLATION ALSO.
DO NOT USE THIS COMPANY

The hotel itself was clean and overall good quality. We just ran into a huge mess when the room we paid for and expected by calling the number that the website only gives you to call goes to reservation desk. The lady on there confirmed with us we would be getting a suite room. A room with two double beds and a pull out couch. When we arrived that is not what we got. The guy at the front desk was as helpful as he could be but couldn't do anything about the way over charged price for a basic room since we didn't book through them. Even though there was no other number to call since it goes directly to the reservation desk and we would have to work with them to get reimbursed. So we had to get charged and pay for another basic room. With that being said we were charged more than double for the two rooms. Reservation desk will not give our money difference back since we used the reservation even though what we verbally agreed too over the phone and paid for was not what we got when we got there. We only got a room with 2 double beds. And were charged almost double each night for that. All I was asking for was a refund for the difference in price from a suite room (we should have gotten, but didn't) and the basic room we got. I would highly recommend double and triple checking what you are paying for and who you are talking to before moving forward with booking with this location. We ended up paying for two basic rooms for two nights, at a extremely high rate. The sad part is the only reason we called was because we had a business trip and were bringing our two little kids with so we brought babysitters and wanted a suite so they could all be in the same room after kids when to sleep. The business company for work was offering a special with this hotel for rooms, which would have cost the same amount as the suite we booked in the first place. So if we went with booking with our business company offer we could have got the two basic rooms at a discount price of $800. We were scammed into a room we thought would be a suite and then told we were lying since we agreed to the confirmation and couldn't be refunded the difference. Nightly rates of the basic rooms here go anywhere from $200-$300 a night and booking.com charged us for the the basic room almost $500 a night and then we had to pay again for another room when we got there. The room stated during the confirmation phone call was that it would be two double beds and a pull out couch and we confirmed that's what we wanted. The confirmation email sent to us was also verified on that phone call that it was correctly booked and we were told it was. We are very ashamed with the way this situation was handled and how we were blamed for their actions to overcharge for a room we didn't agree too. They ruined our weekend by taking the money we had brought after already paying for a room for the activities to at the mall with the kids. They caused a hassle at the front desk for over an hour so they could get two rooms by each other for us. If they would have just booked the suite like we agreed upon in the first place, the rating and experience would have been higher. Sad that companies are getting away with doing things like this.

This company lies, is mainpulative and uses pressure tatics. They led me to believe I was talking to the hotel chain I made a resevation with, told me I didn't have a reservation (a couple hours before I was supposed to check in) and and said booking errors were common. They then said there was only one room left to pressure me and if I didn't rebook with them there was no gaurantee that I would have a room to stay if I didn't make a new reservation. They assured me that since there was no record of my first reservation at the hotel, I would get my money back from the 1st booking (which I did not). When I finally agreed to make the second booking, the price had gone up. Then the final dollar amount was a fair amount higher than I expected. I assumed it was due to service fees and was feeling pressured that if I didn't book now, I'd be sleeping outside int the cold. In the end when they tried to put the reservation through it wouldn't go through in Canadian dollars (which they said was common because it was the last room--I should have known they were lying) so they put it through in USD. The agent assured me it was the exact same amount I was quoted in Canadian dollars. When I got off the phone and did the math, when it was actually almost &100 CAD extra. I called back immediately to complain. After "Escalating the issue" with the company I was imformed that since I was told how much it was going to be in USD I wouldn't get and money back even though they lied about the conversion. At the end of the day I ended up having 2 bookings at my hotel and paid double the price with the reservation desk than I paid before. STAY FAR AWAY FROM THIS COMPANY!

I would give minus stars if I could. I thought I was booking through another party and ended up booking through Reservation Desk. The agent told me there was a cancelation and I could get a room for 2 adults and 4 children at a discounted rate due to the cancelation. She said she would have to list the reservation as 2 adults, no children to get the discounted rate but that it wouldn't matter if I didn't have the 4 children listed. I booked the room but was leary so I called the hotel directly and found out the hotel didn't even have rooms that could accommodate 6 people. I cancelled with the hotel and I promptly called Reservation Desk back the SAME DAY to cancel the reservation. I told them the agent LIED to me about how many people the room would accommodate and that I wanted a $1701.06 refund for the room and also for the $15.99 service fee they charged since their agent lied to me. They refunded the $15.99 service fee 2 days after I booked the room but refused to refund the room. When I filed a dispute with my credit card company I received documentation Reservation Desk sent stating I cancelled one day after the cancelation time frame and that I canceled for a family emergency. Which was a COMPLETE AND TOTAL LIE. I repeatedly told Reservation Desk to listen to my phone calls proving that I cancelled on the same day I made the reservation due to their agent lying about how many people the room would accommodate but all they did was give me the run around. Now I'm left trying to prove to my credit card company Reservation Desk is lying so that I can get my money back. It should be illegal how this company is scamming people. DON'T EVER USE RESERVATION DESK! THEY ARE COMPLETE LIARS AND SCAMMERS!

I found their phone number online, thinking I found a number directly for the hotel.
I could have booked it online myself, though I was calling to check if they have specific types of rooms.

DECEPTION # 1: Guarantee my preferred room type

I called their number after finding it online, thinking I was calling the hotel directly.
I asked to confirm if they could give me a specific room (with a bathtub).
They said it was available and could put a note for me.

I told them I could book it myself online and wanted to only call to confirm they had it available.
They LIED saying ONLY THEY could put in the special request.

I told them I could leave a note in the online booking system.
They sounded surprised.
Then they LIED again, saying they could GUARANTEE the special room if I booked with them on the phone.

I booked with them due to this lie.
When I showed up at the hotel and went in, I found it was NOT THE ROOM THEY PROMISED.
I went to the hotel desk and they told me there was no request for that kind of room and they cannot change it since I booked through BOOKING and not directly with the hotel.
I was SHOCKED since I didn't realize it was through Booking (or even a MIDDLEMAN - for that matter).

DECEPTION # 2: Better to not link my hotel account in exchange for a Guarantee of my preferred room type

I even asked them earlier how I could record my stay through my Hotel account.
I could do it online and wanted them to link it on the phone, thinking I was talking to the hotel directly.
They said they could not do it.
In EXCHANGE, they could GUARANTEE me the type of room I wanted.

DECEPTION # 3: Avoiding stating the price before getting me to confirm

Also, during the call, they did NOT mention the price yet and were trying to quickly close the sale - asking me to send them a phone or email for confirmation.

DECEPTION # 4

After I asked, and they stated the price, I kept telling them that I found a cheaper price online, and I wanted to book it there (thinking I was talking to the hotel directly).

They told me that the price I saw online was pre-tax and service fees while their price (~$218 per night) includes tax.

Again - LIES LIES LIES!
My invoice showed that was the price before tax and fees.

Why should I book with another middleman when I can do it directly with hotel websites/Booking.com/other sites, with distinct advantages:
- earn points
- get cheaper rates
- put in my own special request since the Reservation Desk is so incompetent

I complained about Deception # 4 and got a refund of the $16 service fee a week later.

When booking a hotel, I accidentally used Reservation Desk as the third-party booking site. I received no confirmation email, and the hotel itself had no record of me staying there. I then contacted the hotel directly to make a reservation and received the confirmation email. I asked about the previous booking to cancel it from the hotel, but they had no record of my reservation and were unable to cancel it.

A week later, I noticed a charge on my credit card with a phone number. I found out that it was through this Reservation Desk Third Party, and I informed them that I had accidentally double booked the room. They told me that they could not provide a refund because of their cancellation policy. They also repeatedly said that I was cancelling because I changed plans, when I repeatedly told them that I was still planning on going to the hotel.

Booking through the hotel was approximately $100 less expensive per night than booking through Reservation.com, so I don't know what service they provide than stealing your money, overcharging you and refusing to refund it. I repeatedly asked who had the money, since if the money was provided to the hotel, I might be able to recieve my refund through them. Unfortunately, the hotel still had no record of me staying there under the reservation through Reservation Desk.

When I called Reservation Desk's helpline back, to tell them that the hotel still had no record of the reservation through Reservation Desk, they told me that they had confirmed that they did. They also continued to say that I was cancelling due to a change of plan, which was not accurate since I still had a reservation and was still staying at the hotel.

I have used other third parties before, like TripAdvisor to book hotels, flights and rental cars, but generally you save money and can be refunded your money. Additionally, you know you are going through a third party when you use those sites.

Reservation Desk deceived me into thinking that they were the actual hotel, over charged me, didn't send any confirmation information, did not book my hotel, and refused to refund me for services they failed to provide. I had to check to see if this was a legitimate company, because I thought for sure that I had just been scammed.

The company claims to be customer first, but they are anything but. Stay away from them if you can.

Hunting for a hotel for on google search in one area of NJ, the website i clicked on was unfortunately Reservation Desk. The website redirected my stay to a completely different region of NJ. After booking i immediately realized the difference was over an hour from my intended stay, as i was heading out that night to drive the 3 hours to get there. I immediately called the hotel directly and explained the issue and they agreed to cancel the reservation. I followed up with Reservation Desk and got nothing but run arounds. Eventually i got a "supervisor" who said he would be in touch with me that coming Saturday. Never heard from him. A month later i have the full stay charged to my corporate card. I call back, send emails, and no one has answers. I get told that the "hotel Partner" is refusing the refund, so i call the manager of the hotel who has no clue what they are talking about. More form letters refusing the refund.
I am told that the manager has not responded to the refund request. I call the manager again and make certain they are contacting the correct email address, they are not. I get the correct email address to them, and more time passes with no resolution. The term "hotel Partner" keeps being thrown around. Turns out, much like their name Reservation Desk, the term "Hotel Partner" is misleading as it has nothing to do with the actual hotel, its just another division within their entity. Reservation Desk is refusing the refund. Stating their 24 hour cancelation policy, which doesn't address a) their website redirecting the search area, b) the cancelation was done within minutes of the initial reservation, and c) the fact that they charged the full stay amount, not just one night. They have now stopped responding to all emails, showing their customer relations are just as bad as their image.
They use misleading terminology to make you think there are other entities involved in the refusal of refunds, when it is them all along. The people who answer the phones, as is the case with all call centers, has no power to do a thing, and respond with the exact same wordage they are dictated to. They have stolen money from countless people. Oh and the "hotel partners" are not reachable, as in the ones who refuse refunds are not available to communicate with.
I am looking into reporting them to more official channels, since they won't even respond to emails anymore. I have started working on reporting them to the hotel chain already.

A couple weeks ago, I tried to make a reservation directly with a specific hotel. While online, I found the phone number for the "Reservation Desk" for this hotel. There were a lot of red flags I painted pink; but through it all, I erroneously believed I was speaking to someone (with a VERY heavy foreign accent) at the front desk of the desired hotel. When I hesitated to give my e-mail address, I was assured it was needed to confirm my reservation (red flag). Also, to make sure I had the correct hotel, I asked the person to verify some nearby local landmarks. I thought it odd that someone at the front desk would take the amount of time she did to verify that a restaurant was located right next to the hotel in question (red flag). The entire booking process took far, far longer than usual. Every detail was rapidly repeated back to me in very a heavy accent, and I was frequently asked if I was agreeing to the terms of this contract, which I foolishly did (red flag).
A few hours later at the hotel, the ladies at the REAL reservation desk informed me I'd been scammed by a 3rd party. I was willing to chalk this up to a humbling learning experience, until I received a plethora of junk emails from the fake Reservation Desk and discovered I was charged a 15.00 fee for an absolutely unnecessary "service".
Oh, but it gets worse...using the phone number provided by one of their many, many e-mails (2-3 everyday), I called the company, and was transferred to a man with another heavy accent. After my last ordeal on the phone with this company, I requested to speak with someone who speaks English clearly. He stated he was the only person available. I asked him where he was located, and he said he was in CHINA. At this point, I was admittedly annoyed; however, I went on to tell this young man my complaint, and I requested the service fee be refunded and to be removed from their e-mail list. He told me to simply block their e-mails and he would send my complaint to some "escalation department."
Somehow, during this conversation, he stated he was located in CENTRAL AMERICA. I verified, that he'd previously told me he was in China. He admitted that he'd lied, because I should not have asked for an English speaker. I became upset over his dishonesty, as it served to solidify my perception of this company as fraudulent, deceitful and sneaky. The conversation only escalated, as this young "man" acted in a very childish, unprofessional, and vindictive manner.
Also, I normally try to be patient with 2nd Language English speakers. I commend non-English speakers for knowing how to speak such a difficult language; however, when these people are used to represent American companies, deceitfully based in another country, I become greatly annoyed and offended.

Lesson learned: verify the person you are talking to is actually at the front desk of the hotel...and stay clear of the "Reservation Desk"!

The representative told me that there was only 1 room left in the hotel, which was not true. That pressured me to proceed with the reservation even though the price was higher than the room that I would have booked

I first ask if I was calling the Delta Hotel in Ottawa, he told me he was able to help with my reservation without really telling me he was a third party company. They make you think you're calling directly the hotel.

I was entitled to a group rate, since I was coming for an event hosted in the hotel. I asked several time to get that discount but he was not able to provide me with a clear answer and told me that I would have to ask at the check in instead of redirecting me right away to the hotel to get that discount. And he kept on insisting that there was only one room left (hurry to book).

I feel like the suggestions he has proposed were not in my best interest, but rather his.

Once The representative told me that there was only 1 room left in the hotel, which was not true. That pressured me to proceed with the reservation even though the price was higher than what I would have booked.

I first ask if I was calling the Delta Hôtel in Ottawa, he told me he was able to help with my reservation without really telling me he was a third party company.

I was entitled to a group rate, as I was coming for an event hosted here in the hotel. I asked several time to get that discount but he was not able to provide me with a clear answer and told me that I would have to ask for that discount at the check in instead of redirecting me right away to the hotel to get that discount. And he kept on insisting that there was only one room left (hurry to book).

I feel like the suggestions he has proposed were not in my best interest, but rather his.

One I got to the hotel, I asked for that discount but the front desk explained that my reservation was made by a third party company and I had to cancel that reservation with them and start all over to get the discount. But if course, it was not refundable - so I could not proceed. The guy at the front desk told me there were plenty of rooms left for the date I have reserved.

I could have paid my 275$ instead of 434$ if I would have reserved through the hotel directly.

Not impressed. I got to the hotel, I asked for that discount but the guy at the front desk explained that my reservation was made by a third party company and I had to cancel that reservation with them and start all over to get the discount. But if course, it was not refundable - so I could not proceed. The guy at the front desk told me there were plenty of rooms left for the date I have reserved.

I could have paid my 275$ instead of 434$ if I would have reserved through the hotel directly.

The representative had poor English and I had a hard time understanding.

Not impressed. Will never recommend.