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:11/04/2025

  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 October 30th I stayed at a hotel in Phoenix Arizona. I do not wish to name the hotel as they did nothing wrong here.
  When I checked out, the concierge at the hotel told me my receipt would be coming from this company, as this is who I booked my room from.
  I still do not have said receipt, and it is preventing my client and myself from getting reimbursement from my stay. I'm beginning to get the feeling that they are taking additional time to fabricate new charges to tack onto my bill. I hope that it not the case.
  Until I receive a receipt that shows the correct dollar value, I will be disputing any attempted charges to my credit card.
  
  I have been unable to reach this company directly.

  Business Response

  Date: 11/07/2025

  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: 11/12/2025

  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: 24103056
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:10/22/2025

  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 made a reservation with Holiday Inn through what I thought was with them through their website.
  I made it on Sept 4, 2025. My debit card was charged on Sept 5th.
  The reservation was made for 2 rooms, for 2 nights October 3-4. Total was 697.00I canceled by the date by Sept 27th ( as in agreement)
  I never was able to talk to a person. I had no reference # given. I called one more time within time frame & canceled again. Not able to SPEAK WITH A REPRESENTATIVE
  I never got my money back
  I contacted my bank.
  When I filed a complaint they replied with misinformation. Declined

  Business Response

  Date: 10/28/2025

  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: 10/31/2025

  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: 24049071

  
   
  

  
  
  

  The message sent from the business, DOES NOT give me any idea how this has been handled.

  please explain what I do now

  Business Response

  Date: 11/19/2025

  Hello ****** 

  Customer satisfaction is very important to us and our customer support agents have addressed your issue. We have sent a refund in full and ask that you please advise if you haven't received it yet. You should receive an email with additional details within the next week and we hope you are pleased with this resolution. Thank you for your patience.

  Sincerely, 

  Guest Reservations™? Customer Care

• Initial Complaint

  Date:10/07/2025

  Type:Product 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.

  Trying to book a hotel in Toronto, got to the end of phone call realized it’s in USD and not the actual hotel I’m speaking to. In the same call I asked to cancel and they said they already confirmed but they oblige and cancel, all within 5 minutes. The charge ends up being $18.07 CAD more than what they refunded me. So charged me $341.24 CADbut refunded me $323.17 CAD, told me there isn’t anything they can do about it. Said it’s based on exchange of the day but the transactions both took place on the same day.

  Business Response

  Date: 10/10/2025

  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: 10/16/2025

  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: 23987188

  
  
  

  The message does not say anything. I just want my money back for the difference between the two transactions. I will be satisfied when they reimburse me that amount. 

  
  

   

  Business Response

  Date: 11/05/2025

  Hello **********
  Thank you for reaching out. We connected with our Customer Care team, and they have confirmed that a refund has been processed for your account. If you have any further questions or need assistance, please don’t hesitate to reach out.
  

  Sincerely,
  Guest Reservations™? Customer Care
  
  

  
  

• Initial Complaint

  Date:09/18/2025

  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.

  This company creates look-a-like websites for hotels. I thought I was booking a room directly with the Havana Hotel in San Antonio. Once I received the sketchy looking confirmation email, that did not come directly from the hotel, I understood what happened. I tried calling Guest Reservations to cancel, but they would not cancel without charging me an exorbitant cancellation fee ($445.58), which was nearly the full amount of the reservation ($585.44). I decided not to cancel with the person at this company because they asked me for my credit card info in order to do so, and that worried me that I would not get a refund at all, but a cancellation charge on top of the room cost. I confirmed with the hotel that I do indeed have a reservation, and was informed that the the reservation came through Booking.com. So this company GuestReservations.com isn't even booking directly through the hotel, but yet another middleman. They are getting a good rate then overcharging the customer. I wish they didn't exist because this is incredibly scammy and disingenuous. The best solution would be for GuestReservations to cancel this reservation and offer me a full refund.

  Business Response

  Date: 09/26/2025

  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: 10/01/2025

  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.

  Technically I only received a full refund because the hotel I booked announced that it is going out of business prior to my reservation date. I got lucky.

  
  

  **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: 23902825

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:09/16/2025

  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.

  This site is acting as an imposter to the real Table Rock Motel website and misleading customers thinking they are booking directly with the motel. Further the site is using motel photos from the official tablerockmotel.com website.

  Business Response

  Date: 09/23/2025

  Hello ***** 

  We are committed to addressing your concerns. We are unable to locate your reservation.  Can you provide us with the reservation number and your address? Thank you

  Sincerely,

  Guest Reservations™? Customer Care

  
  

  Customer Answer

  Date: 09/30/2025

  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.

   

  We are the owners of Table Rock Motel, LLC. We have no affiliation with your guest reservations website. You are performing a deceptive practice by masking as our motel using our stock photos. Please cease and decist. 

   

  Thanks - **** *****
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23894367

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 10/24/2025

  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:09/15/2025

  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.

  Company breached New Zealand's Fair Trading Act by intently making false claims about room availability and false claims of scarcity (as evidenced) in order to secure a booking and coerce immediate payment. Upon their own admission of fault, inadequate resolution was offered and declined on 5 occasions with further attempts of coercion. Full evidence, call logs, confirmation of mal practice, recorded notes available on request.
  
  FTA 1986 Breaches include,
  Section 9: Misleading and deceptive conduct through false availability and no-call claims.
  Section 13(g): False or misleading representations about room availability, contacting the hotel, and refund offers.
  Section 12A: Unconscionable conduct through high-pressure tactics (initial call), inadequate refund offers (20%, 25%, twice 50%), coercive warnings (September 4), and ignoring evidence (September 11, 16).
  Section 26B: Poor complaint handling by missing 72-hour response (August 30) and failing to address evidence.

  Business Response

  Date: 09/19/2025

  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: 09/29/2025

  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.
  Since filing the complaint, I have received unrequested confirmation of a cancellation of my booking (post utilising the accomodation). I have never requested a cancellation and was puzzled by why this had occurred. Subsequently, I have found that guest reservations.com have claimed I cancelled the booking due to “changed plans” in order to attempt to recover the funds for the booking for themselves from the booking company they used on my behalf (Hotelbeds.com). My request for a resolution was an apology from guestreservations.com for deception and breach of The Fair Trading Act and instead, they have continued deceptive and illegal behaviours to receive money. Far from any form of apology or acceptance of wrongdoing. 
  
  
  
  
  Regards,
  Complaint ID: 23889441
   
  
  
  
   

  Business Response

  Date: 11/03/2025

  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:09/14/2025

  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.

  On 9/10/2025, I did a Google search for the Truitt Hotel in Kansas City, MO as I was looking to book a room. The attached screenshot was at top of my Google search. I was taken directly to a screen to search for available rooms. I entered my dates, selected my room, entered my credit card information and clicked the submit button. A pop up appeared indicating that a reservation with the same information was just made and I should try again in ten minutes. I did so, and the same message appeared. Only then did I realize that this was NOT the website for the Truitt hotel, but it was a third party booking site called GuestReservations.net. As the two pop up messages led me to believe my room had not been booked, I went to the direct website of the Truitt and booked there; it was considerably cheaper anyway. Later that evening, I was checking my email and found two emails from GuestReservations.net titled “Your stay at the Truitt” indicating I was officially booked. I immediately checked my credit card statement and saw that I was charged TWICE and both charges in the amount of $319.43. The room rate when I booked directly through the Truitt was $115.60! I contacted the customer care team for GR.net and after several attempts was finally connected. Only then was I informed of their cancellation policy. I requested a refund of the full amount. My request was processed and I was sent a confirmation email of my reservation cancellation. I saw that I was only refunded two amounts of $92.72. They charged me a fee of $226.71 for the cancellation of both, which is a total of $453.42 that is now outstanding on my credit card. This money was stolen from me as I never received real time confirmation of booking, lack of fee transparency and lack of cancellation policy transparency. I am disputing both charges with my credit card company and am considering taking legal action. Shame on you.

  Business Response

  Date: 09/19/2025

  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: 09/30/2025

  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: 23881247

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:09/09/2025

  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 am writing to formally dispute a charge of $1,710.29 posted to my account on 01/07/2025, listed as
  HTL*ARIAResortCasi. This charge was for a hotel reservation I believed was made directly with ARIA
  Resort & Casino in Las Vegas, but I later discovered it was through a third-party website that
  misrepresented its affiliation.
  Upon realizing the mistake, I canceled the reservation within minutes of booking. I then contacted
  ARIA Resort & Casino directly, and they confirmed that no reservation was ever made under my name
  or the guest name Emily Smith. Therefore, the service I was charged for was never rendered.
  The third-party site imposed a non-refundable policy and a cancellation fee of $1,710.29, which I
  believe is deceptive and excessive, especially given:
  - The reservation was canceled immediately.
  - The hotel has no record of the booking.
  - The charge included nearly $500 in unexplained/Tax Recovery Charges & Service Fees.
  - The booking was significantly more expensive than the hotel's direct rate.
  This situation qualifies as a billing error under the Fair Credit Billing Act, specifically as services not
  received and unauthorized or misrepresented charges.
  Supporting Documentation:
  - Reservation confirmation and cancellation details (Confirmation #R5369594237).
  - Statement from ARIA Resort & Casino confirming no reservation was made.

  Business Response

  Date: 09/15/2025

  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: 09/24/2025

  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: 23862461

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:09/08/2025

  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 accidentally made a hotel reservation through guestreservations.com thinking it was the actual hotel I was booking it through. They charged me almost $700 for 1 night. They never sent me a booking/confirmation email or anything. I went to go cancel my reservation the next day and they claimed a reservation under my name, email, and last 4 of my debit card didn’t exist. I called the actual hotel and they said they could not cancel it on their end either and I would have to cancel through guestreservations.com which is not possible because they are claiming a reservation does not exist on their end. I also called Expedia which is who guesreservations booked it through and Expedia also said a reservation did not exist on their end and that i would have to cancel it though guestreservations.com (which again, is not possible)

  Business Response

  Date: 09/15/2025

  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: 09/27/2025

  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.
  
  
  They are lying! They are lying because they are a scam service and want to keep my money! I know this because I tricked them into actually finding my booking. I called them back after a few unsuccessful attempts at trying tn cancel and instead asked them to “change my dates and possibly extend them”. When I said this (instead of asking to cancel) they were all of a sudden able to find my booking!! And then once they found it I asked them to cancel it and then they backpedaled and pretended that they no longer could find it!!!They are a total scam!! Just read other people’s complaints about them online!!!!!
  
  Regards,
  Complaint ID: 23858009
   
  
  
  
   

  Business Response

  Date: 10/22/2025

  Hello *****

  We are having trouble locating your reservation information.  Can you please provide us with the name of the hotel and the travel period? Thank you

  Sincerely,
  Guest Reservations™ Customer Care
  
  

• Initial Complaint

  Date:09/08/2025

  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.

  We filed a complaint with the hotel. They in turn refund the money to guest reservation.com. This is the company that popped up on the Hampton inn in Mansfield tx. I paid them so the hotel said they had to refund me. I sent the receipt that they refunded them but they refused to refund me

  Business Response

  Date: 09/15/2025

  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: 09/26/2025

  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: 23854483