I've never had a more horrendous customer experience. After needing to cancel a reservation, reservations.com claimed that they "can't" give refunds. Going back and forth with them for a while, they said they would call the hotel manager to see if she would approve the cancellation. She said no at first. Reservations.com said if I wanted to try calling her myself I could... so I did. The hotel manager agreed to the cancellation. 5 days later, there was no refund from reservations.com so I called them to inquire. They said they only had record of the hotel manager refusing to cancel. I told them that I spoke to her myself (as they suggested I do) and she had agreed. They basically said I was a liar and still refused to refund me. They told me if I gave them the hotel manager's name, I could submit a refund request. So I called the hotel manager... she said she had, in fact, refunded the money to reservations.com and couldn't believe they were giving me such a hard time. I called reservations.com back and gave them the hotel managers name and they then claimed I needed a written letter from the hotel manager! They never said anything about this before and simply stated I'd only need a name. They refused to speak to her directly and said they "weren't allowed" to contact the hotel manager even though they had previously. Their stories and requests kept changing and it was quite clear that this company simply does not want to give me my money back. After demanding to speak to a supervisor who gave me the same spiel the other employees did, I told them I was not going to let this go and that they needed to speak to the hotel manager directly. They finally did and she confirmed the cancellation.
I have never been treated so poorly or required to jump through so many hoops to receive a refund. This company is absolutely terrible. Don't EVER book with them.
Oh also... Their website is in US currency (not CAD) and it doesn't state that anywhere until you pay.