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:10/22/2023

  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.

  A family member booked a hotel room through this website completely unaware that the booking is non-refundable as this hotel offers refunds and therefore she did not know to expect anything different. Upon realizing she no longer could use the room she booked - which is more than 6 months away from now - she went to cancel and was told she will not be refunded. The room is 100% guaranteed to sell out for the same nights due to events in town that weekend. It seems the ample amount of advance notice would be cause for them to grant the refund request, they are very unreasonable.

  Business Response

  Date: 10/26/2023

  Hello ****** 
  
  We apologize for the negative experience you had with Guest Reservations™ and want you to know that customer satisfaction is our top priority.
  
  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: 10/31/2023

  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: 20767906

    The response from the business says they will follow up with me which means this matter has not been resolved and in reading other responses this is a blanket message and I will continue to keep this open until it is resolved.

  
  
  

   

  
  

   

  Business Response

  Date: 11/15/2023

   

  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

• Initial Complaint

  Date:10/18/2023

  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.

  I am writing to address an issue I encountered during my recent booking for the Mayfair House Hotel, where I booked a two-night stay from 10/19 to 10/21 under Ref # R4511828859. The total amount I was charged was US$759.11, broken down as follows:
  
  - Room Charge: US$205.39
  - Subtotal: US$290.08
  - Tax Recovery Charges & Service Fees (See Details Below): US$263.64
  - Amount Paid: US$759.11
  
  My concern is that I initially believed I was booking directly with the Mayfair Hotel. However, I later discovered that Guest Reservations had misrepresented itself as the Mayfair Hotel. Consequently, upon checkout, I was charged an additional $263.64, on top of the room charge and the guest amenity fees/occupancy taxes imposed by the hotel. These extra charges were not disclosed to me at the time of booking and only became apparent after I had completed the reservation, and the payment was processed fraudulently.
  
  I firmly believe these additional costs are fraudulent and misrepresented by the company. I would not have proceeded with the reservation without knowing I was booking through a third party. Therefore, I kindly request a full refund of the $759.11 charged under undisclosed and deceptive circumstances.
  
  I appreciate your prompt attention and request that you rectify this situation immediately. I trust that Guest Reservations is committed to transparency and fair business practices, and I hope this issue can be resolved to mutual satisfaction.
  
  Thank you for your understanding and assistance in resolving this matter promptly.

  Business Response

  Date: 10/26/2023

  Hello ***** 
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  We understand you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 
  
  We also understand that you were under the impression that Guest Reservations was affiliated with the hotel you booked. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all of our web pages and customer communications.
  
  We require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
  
  Despite our efforts to be transparent, we value your input, and our Customer Care team is handling your case and will follow up soon. Let us know in the meantime if we can do anything else to address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care
  
  

  Customer Answer

  Date: 10/31/2023

  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: 20748967

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:10/02/2023

  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.

  Their website that is intended to mimic the actual hotel website has a payment process that is fraudulent and in direct conflict with their own billing terms. The payment terms on their website are “my credit card will be charged upon submitting a reservation request”. Directly below this statement is a button labeled “Complete Reservation >>”. This button is what triggers the automatic, non-refundable credit card charge. Since it is impossible to submit a reservation request without actually completing the reservation, the process is fraudulent and leads to customers making unintended transactions. I assumed that pushing the “Complete Reservation>>” button would bring up an additional webpage and allow me to actually complete the reservation and review all costs, prior to purchase. It does not. The website offers no opportunity to actually submit a reservation request, which is required to charge the customer’s credit card. “Complete Reservation>>” and “submitting a reservation request “ are clearly not one-in-the-same. If the company does not intend to defraud customers, they should have no problem offering refunds to customers that had no intention of making a purchase.

  Business Response

  Date: 10/12/2023

  Hello ******** 
  
  We're sorry to hear that your experience with Guest Reservations™ wasn't up to par. As a company, we take customer satisfaction seriously.
  
  We understand that you were under the impression that Guest Reservations was affiliated with the hotel you booked. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all of our web pages and customer communications.
  
  We also understand you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 
  
  We do our best to be transparent about policies and make sure they're clearly stated on our website. But we want to work with you on the issues you raised. We've passed your case along to a manager in our Customer Care department, who will follow up with you soon. In the meantime, please do not hesitate to contact us and let us know how we can address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care
  
  

  Customer Answer

  Date: 10/18/2023

  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: 20686069

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:09/29/2023

  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’m horrified at the way this company run their business!! My mother was under the impression she was dealing with the hotel directly as their actual website was where she started the booking. Upon checking out, their website took over and charged a $ 1860.67 service fee!!!! Seriously!!! When she got the confirmation email (which is where she noticed this ‘fee’ she immediately canceled only to be charged a $3936 cancellation fee!!!! How are these guys still in business??? Now my mothers vacation funds are drained and she doesn’t even have a hotel room. Meanwhile these guys banked $ 5796 for providing zero services. Contacting them directly didn’t work since they then claimed they couldn’t provide a refund because the hotel didn’t refund them for the booking (mind you - this entire transaction from booking to cancellation took 5 minutes). This is just not how things work. Their rates are the same as the hotel offer on their website, only the hotel has free cancellations up until the day before arrival. How is it legal for this ‘company’ to pop up and take over a transaction while charging outlandish fees that aren’t even disclosed up front? Nobody in their right mind would accept these ‘fees’.

  Business Response

  Date: 10/03/2023

  Hello ******, 
  
  We're sorry to hear that your experience with Guest Reservations™ wasn't up to par. As a company, we take customer satisfaction seriously.
  
  We understand that you were under the impression that Guest Reservations was affiliated with the hotel you booked. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all of our web pages and customer communications.
  We also understand you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 
  
  We do our best to be transparent about policies and make sure they're clearly stated on our website. But we want to work with you on the issues you raised. We've passed your case along to a manager in our Customer Care department, who will follow up with you soon. In the meantime, please do not hesitate to contact us and let us know how we can address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 10/11/2023

  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.
  
  The transparency you claim is so important to you is non existent. If there was transparency about your fees, nobody in their right mind would book through you. I got this very same ‘standard response’ by email and a bunch of excuses that made absolutely no sense. Anything short of a full refund is unsatisfactory to me
  
  
  Regards,
  Complaint ID: 20673666
   
  
  
  
   

  Business Response

  Date: 11/01/2023

   

  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

• Initial Complaint

  Date:08/15/2023

  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 - 7/8/23
  Card - VISA ending in 3072
  
  I have attempted to contact the hotel, Pamela Hansen (food manager - with several responses leading to no resolution at ********************mtk.com), as well as waited for her supervisor, General Manager, *** ******, to respond to me regarding the issues we had during our dinner experience on 7/8. We are seeking a full refund at this time.

  Business Response

  Date: 08/16/2023

  Hello Robyn,
  
  We're sorry to hear that your experience with Guest Reservations™ wasn't up to par. As a company, we take customer satisfaction seriously.
  
  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: 09/06/2023

  Better Business Bureau:

  
  
  
  

  The business responded that they have someone reaching out to me, but I have ye to receive any communications. I am rejecting this as closure because I only have 5 days to do so or you will close this matter. As of today, 9/6 at 845pm EST I have not heard from anyone.

  
  

  Complaint ID: 20472357

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 10/03/2023

  Hello Robyn,

  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 email [email protected] with your 
  reservation number beginning with R so that we can better assist you and work towards 
  a resolution.
  
  Sincerely,
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:08/12/2023

  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.

  Guestreservation website is a scam. They charge people a hidden fee - “service fee” without letting you know until you hit the pay button. Thereafter they do not allow cancellation which is absolute not reasonable. They charged me a service fee equal to 100% of my hotel stay cost. The website needs to be shut down!!! People behind this website need to pay their prices for running this biggest scam!

  Business Response

  Date: 08/15/2023

  Hello ***** 
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  We understand you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 
  
  As an independent travel network that works with 100,000 hotels worldwide, we're required to follow each hotel's cancellation policies, which unfortunately means we don't have complete control over the customer cancellation process. 
  
  Despite our efforts to be transparent, we value your input, and our Customer Care team is handling your case and will follow up soon. Let us know in the meantime if we can do anything else to address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:08/10/2023

  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 booked a stay with the Ambrose Hotel, 1255 20th St., Santa Monica, CA, 90404, and stayed there 4 nights from Aug. 3- Aug. 7, 2023.
  
  Traditional 1 King Bed
  Booking Ref. # 256-9300028
  Hotel Confirmation # 132935145
  Booking Confirmation # R4285251170
  
  This is what I paid in full prior to my visit:
  
  Aug 3 Thu US$412.58
  Aug 4 Fri US$412.58
  Aug 5 Sat US$412.58
  Aug 6 Sun US$412.58
  Subtotal US$1,650.32
  Tax Recovery Charges & Service Fees (See Details Below) US$702.42
  Amount Paid US$2,352.74
  
  I had been led to believe that I was booking directly with the Ambrose Hotel. I later learned that a company called Guest Reservations disguised themselves/ represented themselves falsely as the Ambrose Hotel. As such, they charged me 702.42. above and beyond the room charge, and the guest amenity fees/ occupancy taxes that the hotel itself charged, upon checkout. I was not aware of these charges at the time of booking, only after I had made the reservation and the payment had gone through.
  
  The charges are fraudulent and the company misrepresented itself in making them. I had not known that I was booking with a third party and would not have done so knowingly. I insist on a refund of the 702.42 charge, which was made under undisclosed and fraudulent circumstances.

  Business Response

  Date: 08/19/2023

  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 under the impression that Guest Reservations was affiliated with the hotel you booked. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all of our web pages and customer communications.
  
  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 hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges 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: 08/31/2023

  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.

   

  This reply is disingenuous. If customer service was Guest Reservations’ top priority, they wouldn’t bilk unsuspecting users out of hundreds of dollars. The lack of affiliation with the hotel was not satisfactorily transparent on the booking site. I did not realize I had mistakenly booked with this scam service until after the reservation had gone through. 
  
  The 702.42 fee was listed on the attached screen shot document as taxes and fees. The other attached folio document shows that taxes, as well as guest amenity fees, were charged by the hotel. 
  
  Moreover, I did not receive customer support. I did, in fact, call Guest Reservations for clarity about my bill and they were unable to provide it. They told me to call the hotel. The hotel provided the service that I ostensibly paid Guest Reservations 702.42 to provide. 
  
  These people are scammers and they know it. There’s a reason they have an F rating on Better Business Bureau. They do not provide a service. They purposely dupe users into thinking they’re booking with the hotel. I have filed a dispute with my credit card company and will follow up until I receive appropriate and satisfactory restitution. 

  
  

  
  
  
  
  Regards,

  
  

  Complaint ID: 20454111

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 09/14/2023

  Hello ****** 

  We hope all is well. You have been refunded $702. 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.
   
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:08/07/2023

  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.

  I booked a hotel on 8/3/2023. The UI of the website for mobile booking is misleading and the full rate with service fees is at the bottom of the webpage after the button to complete your reservation. This is deceptive at best. I didn't actually know the full price with fees until I received the email confirmation after the booking. I immediately contacted the company and tried to cancel the reservation as I was mislead about the true price of the room for the night. They refused to do anything at first, then they tried to offer me 10% off the room rate I believe. I contacted my bank and filed a dispute as soon as the charge posted. They should be forward and upfront about charges and it should be listed before any confirmation button on a mobile webpage. I attached pictures of the process that describes my experience.

  Business Response

  Date: 08/11/2023

  Hello Matthew,
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  We understand you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 
  
  Despite our efforts to be transparent, we value your input, and our Customer Care team is handling your case and will follow up soon. Let us know in the meantime if we can do anything else to address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 08/28/2023

  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 disputed the posted charge with my credit card company on 8/7/2023 and the dispute was resolved within a week with a refund of the money I paid toward the hotel. There is no further resolution needed for my case. I would hope GuestReservations.com reviews the layout of their mobile website and moves the room charges and fees to the top of the webpage so there is no confusion on what the final charges are before someone commits to the purchase.
  
  
  Regards,
  Complaint ID: 20435083
   
  
  
  
   

  Business Response

  Date: 09/12/2023

  Hello Matthew,
  
  After passing your customer information to a Manager within our Customer Care department, your case has 
  been resolved. We value your business and hope you are pleased with the resolution we reached. 
  Please reach out if you have any additional questions or concerns.
  
  Thank you.
  
  Sincerely,
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:08/06/2023

  Type:Product 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.

  The manner in which they showcase their services is very misleading. I was searching for hotels in Wall, SD, and this was inserted into the search results, as though the offer was from Travelodge (By Wyndham). The terms did not state upfront clearly that it was not changeable, and they added on a $52.00 fee that was concealed as a tax.
  
  Reservation details:
  Travelodge 211 10th Ave Wall, SD 57790
  getaroom.com
  Check-in: Monday, Aug 07, 2023
  getaroom.com
  Check-out: Tuesday, Aug 08, 2023
  getaroom.com
  1 Night
  getaroom.com
  2 Adults
  getaroom.com
  0 Children
  Booking Ref. # 631529850
  Booking Confirmation # R4346090955

  Business Response

  Date: 08/11/2023

  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 under the impression that Guest Reservations was affiliated with the hotel you booked. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all of our web pages and customer communications.
  
  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: 08/24/2023

  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: 20430994
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:08/04/2023

  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 June 15th, I Googled the Millennium Maxwell House Nashville hotel to make reservations for the following day. I didn't realize that Google routed me to the GuestReservations.com website instead of the hotel's actual website. After selecting the dates and completing all of the payment info., I clicked 'return' and the screen went white. I thought the website was malfunctioning and that the transaction hadn't gone through. So, I entered the reservation and payment info. again. After hitting 'return' for the second time, the screen again went 'all white'. I figured it was still malfunctioning, so I wanted half an hour and entered the info. for a third time. That time, I received a confirmation page. The next day, I learned that all three transactions had processed! When I immediately called the company, they refused to refund any of my money and wouldn't acknowledge that the errors in payment were due to the malfunctions. In any event, when I checked into the hotel and explained my situation, the desk agent told me she placed a message in the system to let the GuestReservation.com company know that the hotel had 'released the rooms' and granted permission for the GuestReservation.com company to issue me a refund. When I relayed that info. to the GuestReservations, they refused to help me in any way. After several calls for several days in a row, I was stuck paying 3 times to stay in one room. I think the company's website purposefully lead to fraudulent overpayments at my expense. I also think that the company's refusal to issue me a refund for the 2 duplicate payments allowed them to benefit from the faudulent overpayments and demonstrates a total lack of customer service.

  Business Response

  Date: 08/11/2023

  Hello Dee, 
  
  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 under the impression that Guest Reservations was affiliated with the hotel you booked. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all of our web pages and customer communications.
  
  We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
  
  We are sorry to hear that there was an error with your booking and want you to know that we understand how frustrating it can be to have plans disrupted and want to make things right for you. Our team is currently reviewing your case and will work to find a solution that meets your needs as soon as possible.
  
  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: 08/17/2023

  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.
  GuestReservations stated they are, "... currently reviewing your case and will work to find a solution that meets your needs as soon as possible. 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.". To be clear, I do not believe they will as they haven't taken the initiative to do this over the past 2 months. You see, when the situation happened, I immediately called GuestReservations 5-10 times within 24 hours to try to resolve the issue and was talked down to and repeatedly dismissed by their 'customer service agents'. Further, when I tried to loop-in the hotel's desk agent, the GuestReservations customer service agents refused to listen and kept repeating the GuestReservations 'no refunds' policy which did not address my unique situation stemming from the GuestReservations' website's malfunction. Weeks later, after I disputed the issue with my bank, the GuestReservations  company mislead my banking institution and offered me a menial 10% discount after overcharging me by more than 300% (sic). I am livid that I had to pay 3 times to stay in 1 room in that hotel that weekend. The fact remains that the GuestReservations company 1) intentionally misrepresented that they were working for or through the hotel, 2) knowingly overcharged me as a function of their allegedly malfunctioning website, 3) wouldn't acknowledge the hotel's 'release of the extra room in the system' so that my money could be refunded and so that the room could have been rented to someone else at that time, and 4) intentionally mislead my banking institution in the charge dispute process. Specifically, GuestReservations waited over a week to post their third charge for the same room; the other 2 charges for the same hotel room posted almost a week before that third charge ----  thereby making it seem as though I made the reservations at different times instead of within minutes of each other (due to the GuestReservations malfunctioning website). This business intentionally defrauded me and I have 0 faith that they will make any attempts to rectify the situation.
  
  
  
  
  Regards,
  Complaint ID: 20424715
   
  
  
  
   

  Business Response

  Date: 09/08/2023

  Hello Dee,
  
  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