Complaints

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.

• Initial Complaint

  Date:08/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 website misrepresented itself as the businesses name in the URL but it wasn’t them. They added a charge of $1,023.74 on the base charge of $1,939.80 for the four night stay.
  The hotel did not have my name, email or phone number when I arrived to check-in.
  
  Transaction date was 5/12/25 for hotel stay on 8/18-8/22/25
  
  Thank you,
  
   

  Business Response

  Date: 08/25/2025

  Hello ********  
  
  We apologize for the negative experience you had with Guest ReservationsTM and want you to know that customer satisfaction is our top priority.
  

  We understand that you were surprised to learn that Guest Reservations is not affiliated with where you made your reservation, and we apologize for any confusion. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all our web pages and phone calls.
  

  We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
  

  We understand you were surprised by the additional fees. Like other online travel agents, we charge applicable taxes and a service fee to cover 24/7 support and operating costs. We always disclose all fees and taxes on our webpage prior to booking and require customers to confirm the total amount. 
  

  Our Customer Care department is currently handling your case, and a manager will follow up with you soon. In the meantime, please do not hesitate to reach out to us with any further concerns or questions.
  

  Sincerely,
  Guest Reservations™? Customer Care

  Customer Answer

  Date: 09/13/2025

  The company refunded the charge. However, they did not acknowledge that fact in their response above. Please include that detail in this complaint. Otherwise, consider the matter resolved.  Thank you.

  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23775491

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:08/12/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 11th Aug 2025, I made a hotel booking of Novotel London Paddington. I thought it was an official website of Novotel. Unfortunately it was not official, but well-pretended or disguised website by a company called Guest Reservations.
  
  Although I did choose the rate with Free cancellation, when I tried to cancel it, the company told me that it is subject to a 1385.18 USD change or cancellation fee; which I don’t understand.
  
  I contacted the company, but they just told me this booking is subject to cancellation fee, without telling me the rationale.
  
  Following is my personal details, booking details and case number with Guest Reservations. If you can sort it out, it would be greatly appreciated.
  
  Name: Yasuhiro Fukutomi
  Email: [email protected]
  Date of reservation: Aug 11, 2025
  Date of stay: Jan 19 through 26, 2026
  Name of hotel: Novotel London Paddington in UK
  Booking reference: R5797476032
  Case reference: #CN06499192
  
  Kindest regards
  Yasuhiro Fukutomi
  
  Here below,I am coping Correspondences so far.
  
  Dear Yasuhiro FUKUTOMI,
  Thank you for contacting customer care.
  We understand that you have a concern regards to the cancellation policy.
  
  We would like to inform you that the cancellation policy states: Each room in this reservation is subject to the following cancellation policy: This booking is subject to a 1385.18 USD change or cancellation fee. There is no refund for no-shows, early checkouts, or cancellations after 01/19/2026, 10:00 AM (Europe/London), which was accepted by you at the time of booking.
  
  Please be advised that the cancellation policy shows that it is subject to a 1385.18 USD change or cancellation fee and rest of the amount will be refunded post cancellation.
  We understand that this may not be the preferred outcome, and we apologize for any inconvenience this may have caused. Please know that we are obligated to abide by the hotel-imposed penalties and do not have the authority to override them.

  Business Response

  Date: 08/20/2025

  Hi *********

  We hope all is well. We value your business and hope you are pleased with the resolution reached. Please reach out if you have any additional questions or concerns. Thank you.
  

  Sincerely,
  Guest Reservations™? Customer Care

  Customer Answer

  Date: 09/04/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 23737547
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:08/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 3/25/25 I searched for a hotel near DIA as part of a scheduled cruise. I was directed to The Westin Denver International Airport. I assumed I was on the hotel website and booked a stay from 9/7 to 9/8/25, for $655.70 which was immediately charged to my credit card. Since then we have been dealing with a serious back problem that my wife has developed. She is unable to walk long distances or sit other than for short periods of time. She is awaiting surgery which is being scheduled. She decided that the constant pain would not allow her to enjoy any part of the cruise so we cancelled the cruise, airfare and hotel (Westin DIA). I contacted the hotel and was advised that since I booked it through a third party, they could not make a refund. I contacted Guest Reservations and was advised that nothing could be done without a confirmation code, which was never provided to me in the email they sent allegedly confirming the reservation. I have written to their legal department ([email protected]) but have not received a response. I had no problem at all in obtaining refunds on the cruise and airfare but this company makes it almost impossible to resolve a payment that I was never able to utilize. This payment was very high considering it was for only one night. I shouldn't have to beg to resolve this issue. I am a retired 76 year old and this is the first time I have ever had to deal with such a terrible company.

  Business Response

  Date: 08/12/2025

  Hello ******* 

  We hope all is well. We value your business and hope you are pleased with the resolution reached. Please reach out if you have any additional questions or concerns. Thank you.
  

  Sincerely,
  Guest Reservations™? Customer Care

  Customer Answer

  Date: 08/25/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 23724049
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:08/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had reserved a room at the Slumber Inn in New Minus N.S for four nights.
  I thought I was reserving with the actual hotel, but it turned out to be Guest Reservations company and it was pre paid. As it turned out I could only stay for one night. The Slumber Inn frond desk helped me get in touch with the right reservation company to cancel three nights. They all approved a refund for three of the four nights (Hotel and Guest Reservation company) I was told by Guest Reservations that my credit card would be reimbursed with in 10 business days. I have since emailed them once and called three different times. I am told they will expedite a ticket with priority, but still no response. My stay was to be from July 17 2025 to July 21 2025 Reservation number is H12007428.
  Thank you for any help you can provide.
  Sincerely

  Business Response

  Date: 08/12/2025

  Hello ******* 

  We have confirmed with the customer service team that we have been unable to find a booking that matches your name or email address, therefore we have been unable to resolve your issue. You may want to check your purchase confirmation to confirm the booking service you used.

  As a next step, please contact our customer service toll-free number at (866) 266-3306 so that we can better assist you and work towards a resolution.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 08/25/2025

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23710361

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:07/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Guest Reservations and/or Priceline posed as Holiday Inn Express on the internet to get me to their website, Exh. 1, and then misled me into believing that the reservation was with “Free Cancellation before 12:00 AM Oct 25, 2025.” Exh. 15. I have cancelled the reservation, and Guest Reservations refuses to refund my $581.02. Note that the Business Headquarters Location and phone number are incorrectly stated on this website. Delaware corporate records show:
  
  Michael Jonathan Bell
  President, Guest Reservations ***** ******** ** ****** ** ****8-4063
  
  Mr. Richard ******* **** II
  President, Harvard Business Services, Inc.
  AKA Guest Reservations LLC
  16192 Coastal Hwy
  Lewes, DE 19958-3609
  ************

  Business Response

  Date: 07/30/2025

  Hello ******* 

  Due to the dispute you have filed with your financial institution in regards to your order, we
  have been unable to resolve this matter since the funds in question are effectively frozen
  until your payment provider makes a determination. Our team is ready to resolve this
  matter as soon as a ruling is made on the dispute you filed. We suggest you confirm with
  the source of payment used to pay for the reservation for updates.
  
  
  Please reach out if you have any additional questions or concerns. Thank you.
  
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 08/06/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  Better Business Bureau60 Reads WayNew Castle, DE 19720RE: Complaint against Guest Reservations and/or Priceline,
  No. 23645774REJECTING the Response from Guest Reservations Dear BBB:I
  received the response from Guest Reservations dated August 6, 2025 which in,
  effect, states that Guest Reservations refuses to resolve this dispute through
  the BBB.     It is true that I have
  disputed the charge with the credit card company. I disclosed that in my
  original complaint. If Guest Reservations really wanted to resolve this BBB
  dispute, it could simply state that it is going to advise my credit card
  company that the disputed charge may be resolved in my favor.By stating that the
  BBB dispute cannot be resolved until the credit card dispute is resolved, Guest
  Reservations is, in effect, standing by its misleading advertising and harsh
  practices: in sum, Guest Reservations posed as Holiday Inn Express on the
  internet to get me to their website and then misled me into believing that the
  reservation was with “Free Cancellation before 12:00 AM Oct 25, 2025.”As
  I stated in my original complaint, I am disputing the charge with the credit
  card company, but regardless of the outcome of the dispute with the credit card
  company, I will press forward with my complaint due to Guest Reservations’
  deceptive and harsh practices, which affects many others.Regards,
  Complaint ID: 23645774

  Business Response

  Date: 09/04/2025

  Hello ******* 

  Due to the dispute you have filed with your financial institution in regards to your order, we
  have been unable to resolve this matter since the funds in question are effectively frozen
  until your payment provider makes a determination. Our team is ready to resolve this
  matter as soon as a ruling is made on the dispute you filed. We suggest you confirm with
  the source of payment used to pay for the reservation for updates.
  
  
  Please reach out if you have any additional questions or concerns. Thank you.
  
  
  Sincerely,
  Guest Reservations™ Customer Care
  

  
  

• Initial Complaint

  Date:07/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  To Whom It May Concern,
  
  I am reporting fraudulent practices by Guest Reservations (4023 Kennett Pike #53238, Wilmington, DE 19807), operating under Booking Holdings/Agoda affiliation.
  
  **Issue Summary:**
  On June 22, 2025, I booked Live! by Loews Arlington through what appeared to be the hotel’s official site but was redirected to Guest Reservations’ deceptive platform designed to mimic official booking systems.
  
  **Financial Discrepancy:**
  
  - Hotel’s actual bill: $1,200.95 (all taxes/fees included)
  - Guest Reservations charged: $1,796.83
  - Breakdown: $1,195 subtotal + $187.35 “tax recovery” + $414.48 “service fees”
  - **Result: 50% markup ($595.88 overcharge)**
  
  **Resolution Attempts:**
  July 3, 2025 - Called Guest Reservations (Case CN06365254). Representative Pierro gave conflicting explanations: first claiming hotel charged fees, then stating they collected “on behalf of” hotel. Promised supervisor callback within 1-2 hours - never received.
  
  Hotel confirmed Guest Reservations is Agoda partner but categorically denied charging or receiving the $414.48 service fees collected by Guest Reservations.
  
  Second call with Gabriel confirmed no supervisor contact and offered inadequate 10% reimbursement, leaving 33% unexplained fees.
  
  **Parent Company Non-Response:**
  Filed ethics complaint with Booking Holdings - redirected to Agoda. Eight email exchanges since July 8 with Agoda showing continued evasion and circular responses.
  
  **Consumer Protection Violations:**
  
  - Misrepresentation as official hotel booking site
  - Deceptive pricing without clear fee disclosure
  - Inconsistent fee explanations from representatives
  - Failure to provide promised supervisory follow-up
  - 50% markup disguised as legitimate charges
  
  This pattern of deception warrants investigation. Documentation available upon request.
  
  Respectfully requesting BBB intervention for resolution and prevention of continued consumer harm.

  Business Response

  Date: 07/28/2025

  Hello ********  
  
  We apologize for the negative experience you had with Guest Reservations™? and want you to know that customer satisfaction is our top priority.
  

  We understand that you were surprised to learn that Guest Reservations is not affiliated with where you made your reservation, and we apologize for any confusion. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all our web pages and phone calls.
  

  We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
  

  We understand you were surprised by the additional fees. Like other online travel agents, we charge applicable taxes and a service fee to cover 24/7 support and operating costs. We always disclose all fees and taxes on our webpage prior to booking and require customers to confirm the total amount. 
  

  Our Customer Care department is currently handling your case, and a manager will follow up with you soon. In the meantime, please do not hesitate to reach out to us with any further concerns or questions.
  

  Sincerely,
  Guest Reservations™? Customer Care

  Customer Answer

  Date: 08/04/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  Not only are they continuing their deceptive practices but they gaslighting their customers. I already have confirmation from the hotel via my bill that the charges Guest Reservations “disclosed” are in fact illegitimate. Their fine print states that they are to cover the fees from the hotel but both my bill and the hotel’s representative  response both show that this is a lie.  The resolution I seek is no longer reimbursement but rather to see this scam operation shut down. If one were to apply these conditions to the purchase of a vehicle where in funds were collected under the pretenses of covering registration costs but they are used to pay commission to the sales person serious repercussions would occur. As this is the digital sphere it seems different however it is not. Please do something about this. I worked with Agoda, their partner under whom they book to resolve the problem. Hello Michael,  We apologize for the negative experience you had with Guest Reservations™? and want you to know that customer satisfaction is our top priority.We understand that you were surprised to learn that Guest Reservations is not affiliated with where you made your reservation, and we apologize for any confusion. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all our web pages and phone calls.We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.We understand you were surprised by the additional fees. Like other online travel agents, we charge applicable taxes and a service fee to cover 24/7 support and operating costs. We always disclose all fees and taxes on our webpage prior to booking and require customers to confirm the total amount. Our Customer Care department is currently handling your case, and a manager will follow up with you soon. In the meantime, please do not hesitate to reach out to us with any further concerns or questions.Sincerely,Guest Reservations™? Customer Care
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,
  Complaint ID: 23632254
   
  
  
  
   

  Business Response

  Date: 08/22/2025

  Hello ******** 

  We hope all is well. We value your business and hope you are pleased with the resolution reached. Please reach out if you have any additional questions or concerns. Thank you.
  

  Sincerely,
  Guest Reservations™? Customer Care

• Initial Complaint

  Date:07/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 logged onto the Caesar's Palace Las Vegas Hotel website at 7:55pm, Friday, July 18th, and made a reservation for a stay in December. Upon checking on it again a few hours later, I realized that I'd been duped by a website, guestreservations.com, posing as Caesar's Palace and cancelled the reservation. That's when I unfortunately became aware of their small print/no refund policy. I called and got customer service. I asked them to reinstate the reservation. They said that only Caesar's could do that. I called Caesar's directly. They were aware of the reservation and had it in their system--but said that only guestreservations.com could reinstate the reservation.
  
  I have now gone through the five stages of grief, regarding potential financial loss, and am proactively seeking help.
  
  I consider myself a pretty savvy traveler. I logged onto the official Caesar's website--and another webite popped up in its place. It happened fast and I didn't catch it. In googling this, catfishing or website cloning, this is a deceptive practice but not necessarily illegal unless you consider it fraud (Yes) or identity theft (I hope not). Any help you can provide on how to lessen financial damages here will be most appreciated.
  
  I selected "refund" as desired settlement below, but I would be just as happy reinstating the reservation with Caesar's.
  
  Another question I'd like answered: I saw on the BBB website that you were unable to pursue claims in which the credit card company was raising a dispute. I have let American Express know of the issue. Should I not have them stop payment until it's, hopefully, resolved?

  Business Response

  Date: 07/28/2025

  Hello *****,  
  
  We apologize for the negative experience you had with Guest Reservations™? and want you to know that customer satisfaction is our top priority.
  

  We understand that you were surprised to learn that Guest Reservations is not affiliated with where you made your reservation, and we apologize for any confusion. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all our web pages and phone calls.
  

  We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
  

  As an independent travel network partnering with over 100,000 hotels worldwide, we are responsible for adhering to the specific cancellation policies set by each property. While we strive to provide flexibility, we regret that we are unable to modify the terms of these policies in this instance.
  

  Our Customer Care department is currently handling your case, and a manager will follow up with you soon. In the meantime, please do not hesitate to reach out to us with any further concerns or questions.
  

  Sincerely,
  Guest Reservations™? Customer Car

  Customer Answer

  Date: 08/07/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and find the response from GuestReservations.com misleading.  For your reference, details of the offer I reviewed appear below.I've attached two emails from the Customer Care division of GuestReservations.com. In the first, they reinstated my reservation at Caesar's. In the second, they indicated that they gave me a refund.If either of these turn out to be true, then that's truly great. But I want it to remain clear that they cloned the Caesar's website and duped me into making a reservation through them. I did not seek them out as an independent reservation entity. Per their response I just received through the BBB, they said that they abided by the cancellation policies of their "partner hotels." This is not the case. Until BBB intervened on my behalf, Guestreservations.com said they had a no refund policy, which in no way mirrors the cancellation policy of Caesar's.I'm waiting for my next Amex bill to see if the refund indeed comes through. I hope it does and my interactions with them are over. Until then, I remain skeptical and appreciate your continued assistance in holding GuestReservations.com accountable.Best,
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,
  Complaint ID: 23624415
   
  
  
  
   

  Business Response

  Date: 09/04/2025

  Hello ****** 

  We hope all is well. We value your business and hope you are pleased with the resolution reached. Please reach out if you have any additional questions or concerns. Thank you.
  

  Sincerely,
  Guest Reservations™? Customer Care

• Initial Complaint

  Date:07/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 thought I was booking on the hotel website, but it was actually guestreservations.com. They add the hotel name to the front part of the URL to make you think you're going to the actual website.
  
  They added hundreds of dollars in fees on the final booking page. When I called the hotel directly to confirm the reservation, they had no record of it. I tried to cancel with the hotel (obviously impossible since I accidentally booked with this intentionally deceptive company). Once learning my mistake, I tried to cancel with Guest Reservations and was refused, despite the hotel not having a record of my reservation.
  
  I had to book an alternate hotel and was out over $1,300 on my non-existent Guest Reservations booking.

  Business Response

  Date: 07/28/2025

  Hello ****,  
  
  We apologize for the negative experience you had with Guest Reservations™? and want you to know that customer satisfaction is our top priority.
  

  We understand that you were surprised to learn that Guest Reservations is not affiliated with where you made your reservation, and we apologize for any confusion. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all our web pages and phone calls.
  

  We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
  

  Our Customer Care department is currently handling your case, and a manager will follow up with you soon. In the meantime, please do not hesitate to reach out to us with any further concerns or questions.
  

  Sincerely,
  Guest Reservations™? Customer Care
  
  

  
  

  Customer Answer

  Date: 08/04/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  The business’s response dealt with transparency of who is providing the service.  The formatting of their website does as much as possible to obfuscate their claim while remaining technically legal.They did not address the fact that the actual hotel did not have a copy of my reservation after I paid Guest Reservations, so I was forced to pay for a second reservation elsewhere.I attempted to resolve this directly with Guest Reservations, but they would only give the same vague response over and over (“We are working with our hotel partner and will let you know what happens.”)
  Ultimately, I ended up disputing the charge because I wasn’t able to stay at the hotel I paid for.  Only then did they offer a refund conditional on me canceling the dispute (the refund offer actually came from a Priceline email address).  I called my credit card company, and they said the dispute had already been closed, so I was unable to do so.
  Regards,
  Complaint ID: 23621510
   
  
  
  
   

  Business Response

  Date: 08/28/2025

  Hello ***** 

  Our customer support agents are working to resolve this issue, and we thank you for your patience as we get a resolution for you.

  Sincerely,
  Guest Reservations™ Customer Care
  
  

• Initial Complaint

  Date:07/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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: 06/17/25. Charged $1302.79 Disputing $430.70 Merchant: On receipt shows Guest Reservations, but Holiday Inn said they go by GetARoom owned by Expedia & the Credit Card company disputes made mention of Priceline.
  
  I'm disputing & want to file a formal dispute that Guest Reservations demonstrated deceptive practices which resulted in getting scammed for $430.70.
  
  I went directly to Holiday's Inns webpage to book a room (not a 3rd party). Once I hit the "book now" button the page showed Guest Reservations. To a normal person it appears we're still working directly w/the hotel. Instead Guest Reservation was deceptive & hid behind the Holiday Inn logo. In fact the credit card showed "HTLHolidayInn". After speaking w/ Holiday Inn directly they said my stay w/ them (after state taxes, city taxes, and all fees) would had cost $430.70 less & I was overcharged. They provided me a receipt as proof to my claim.
  
  I attempted to resolve this issue directly w/ the Guest Reservation phone number listed on the receipt, but out of 5 attempts it resulted in this company hanging up on me 3 times and twice I was promised a supervisor call back within 2 hours BUT they never did. The CSR's all gave me mixed messages. 1 said the extra $430 was a deposit for incidentals, which was a lie because Holiday Inn placed a $50 hold for incidentals. Another CSR said they offer lowest price guarantee, & when I showed them they overcharged me & failed to provide the lowest price guarantee they hung up. Another CSR said it was their 3rd party fees, & I said this was never disclosed to me at check out & I requested a itemized invoice of these fees, they hung up on me. After speaking to Holiday Inn directly they were upset too that this company miss represented them. I called Expedia, & they admitted this was wrong & to file the dispute through my cr cd. I filed a dispute but Guest Reservations fought back, stating I agreed to the charges, but I didn't because I was mislead.

  Business Response

  Date: 07/30/2025

  Hello ****** 

  Due to the dispute you have filed with your financial institution in regards to your order, we
  have been unable to resolve this matter since the funds in question are effectively frozen
  until your payment provider makes a determination. Our team is ready to resolve this
  matter as soon as a ruling is made on the dispute you filed. We suggest you confirm with
  the source of payment used to pay for the reservation for updates.
  
  
  Please reach out if you have any additional questions or concerns. Thank you.
  
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 08/06/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I have provided proof to Guest Reservations that the credit card company re-billed the dispute to my account in order for Guest Reservations to properly refund me directly.  I have attached the proof within this complaint to support my my claim.  Guest Reservations is not being truthful,  and hiding behind this excuse. Guest Reservations was paid in full plus their fraudulent fees. If you research further you will find a past law suit by the Federal Trade Commission showing historical transactions of fraudulent fees being charged to hundreds of consumers.  We need to stop this company from disguising themselves as reputable hotel chains or other reputable travel companies. Im still requesting my refund because what they wrote is untrue.
  
  
  Regards,
  Complaint ID: 23608102
   
  
  
  
   

  Business Response

  Date: 08/28/2025

  Hello ****** 

  Due to the dispute you have filed with your financial institution in regards to your order, we
  have been unable to resolve this matter since the funds in question are effectively frozen
  until your payment provider makes a determination. Our team is ready to resolve this
  matter as soon as a ruling is made on the dispute you filed. We suggest you confirm with
  the source of payment used to pay for the reservation for updates.
  
  
  Please reach out if you have any additional questions or concerns. Thank you.
  
  
  Sincerely,
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:07/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 June 24 I made a booking with GuestReservations.com I used this website thinking it was the official website of the hotel I was booking at. This is a reoccurring plotline and something clearly intentionally done by the company. I had booked a reservation incorrectly and was unclear how to change it so I booked another in a hurry to correct it and now have been in a back and forth email chain with the company for nearly a month with little progress. I receive copy and paste emails that they are attempting to retrieve a refund with no updates. I have asked several times that if a refund cannot be issued, then I would like the cancelled reservation back as I am still being charged for it. The response to these emails avoid the questions and divert back to "we are trying our best". My reservation in reality was not cancelled, I just needed it changed and the company refuses to make amends.

  Business Response

  Date: 07/30/2025

  Hello ***** 

  We hope all is well. We value your business and hope you are pleased with the resolution reached. Please reach out if you have any additional questions or concerns. Thank you.
  

  Sincerely,
  Guest Reservations™? Customer Care

  Customer Answer

  Date: 08/06/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 23593771