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:08/06/2023

  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

• Initial Complaint

  Date:08/03/2023

  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.

  August 2, 2023, paid the vendor $326.84 for a hotel reservation. The reservation was subsequently canceled on the same day and refunded by Booking.com/Fontaine hotel in the amount of $247.27. GuestReservations will not refund the additional $79.57 in fees they charged even though the vendors issued a refund in full without penalty/waiting all fees.

  Business Response

  Date: 08/08/2023

  Hello Jayme, 
  
  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: 08/16/2023

  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.

  I have repeatedly contacted GuestReservations to resolve this issue and they consistently claim someone will return my call, yet the issue remains unresolved.  Again, the booking this concerns was CANCELED with no penalty by the vendors (both Booking.com and the Fontaine hotel).  It is fraud for the remaining balance of $79.57 of additional fees charged by GuestReservations to remain outstanding.  A refund should be issued immediately. 
  

  
  

  **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: 20417199

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 09/12/2023

  Hello Jayme,
  
  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:08/01/2023

  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.

  My husband booked a reservation at the hotel at Logan Airport in Boston. He did this online and thought he was dealing with the hotel directly. After the transaction had been completed he looked at his statement and saw to his surprise an additional charge of ~$200. In reviewing the transaction he found that he'd actually made it through GuestReservation rather than with the hotel. If there was any indication during that transaction of what the actual total cost was going to be, it was not made clear to him.

  Business Response

  Date: 08/08/2023

  Hello Noreen, 
  
  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: 08/16/2023

  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.
  
  This is a canned response that is the same as the response to every other complainant regarding this issue.  The additional fees were not obvious or we would have never completed the transaction with your business.  You should not be allowed to continue to operate in this fashion.
  
  
  Regards,
  Complaint ID: 20409571
   
  
  
  
   

  Business Response

  Date: 09/08/2023

  Hello Noreen,
  
  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:07/20/2023

  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.

  We are dismayed by the unscrupulous and fraudulent activities of a third party vendor alternately posing as Guest Reservations, Hotel Values, GetARoom and CCI. We were scammed out of €471.30 and deserve a refund for a reservation made on Feb. 22 at 11:22 a.m. and canceled at 11:27 a.m. This elusive company, which goes by different names, disguises its true identity and corporate structure - both of which are opaque. It uses deceptive practices to trick customers into thinking they are on the hotel website itself, so that they make the hotel booking through the company rather than the hotel as intended. When the page is clicked and appears, the screen rotates upwards to disguise the fact that it is a third party hotel reservation company, and also uses "Guest Reservations" as a name to disguise itself as ibis budget Basel City Guest Reservations in this case. In addition, we were shown a price of 169 €, we thought it was an offer from the hotel. This is a fraudulent deception.

  Business Response

  Date: 07/28/2023

  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.
  
  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. 
  
  
  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: 08/03/2023

  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.

  I am grateful for your efforts. I still have not received a refund, I have been defrauded of €471.30. Therefore, I request a refund of the full amount.

  
  
  Regards,

  
  

  Complaint ID: 20350955

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 08/22/2023

  Hello *****,
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  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:07/02/2023

  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 was tricked into a booking online from guestreservations. They advertised the room rate as $127 per night and immediately took me to a page to put my info in. I thought I’d be given a summary as I hit next but it booked the reservation and charged my card $1400. When I called the company to tell them I was never given a summary and would not have booked as that is 3 times what the hotel would charge he said he wouldn’t help me and it was non-refundable. I contacted Wells Fargo and they are investigating but they submitted a false document to my bank that supposedly shows that I clicked a button that said “I agree to pay $1400.” They also said I clicked a box acknowledging the cancellation was non-refundable. I never agreed to the amount or the cancellation policy. The room was well over $240 per night not the $127 as pictured and they charged outrageous fees for booking. We never even stayed at the hotel and the company refuses to work with me. Wells Fargo advises me to take them to small claims court. I don’t know what to do and feel extremely taken advantage of! There are multiple comments online about this company and Wells Fargo said they were familiar with them and issues like this.

  Business Response

  Date: 07/07/2023

  Hello **********
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  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. 
  
  Also, 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: 07/13/2023

  I disagree with their comments. They do not make efforts to be transparent nor did they have any concern about customer satisfaction. I was given no summary prior to booking this reservation on my phone and had no idea the cost or cancellation policy. When I called immediately after making the reservation to cancel (again because I didn’t intend to book) they refused, saying it was not refundable. This company is a joke that looks to trick people into booking rather than offer a quality service.I have attached the actual picture of their “continue button,” which tricks you into booking, rather than the false document they submitted to my bank. If you want proof yourself follow the links on your phone and you will clearly see what I refer to. I’d advise everyone to avoid this company so they are not scammed like me. 
   

  Business Response

  Date: 08/03/2023

  Hello ********** 

  We hope all is well. We value your business and hope you are pleased with the resolution reached on July 21. Please reach out if you have any additional questions or concerns. Thank you.
   
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:06/12/2023

  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.

  I googled the Hyatt Grand Central New York and clicked on the first website. The Guests Reservation website misrepresented itself as the Hyatt website. They copied the format and design of the Hyatt website so I actually believed I was booking directly with Hyatt. Guests Reservation charged me a higher price than had I booked with Hyatt and also prohibited cancellations. Guests Reservations is engaged in false advertising and is purposefully misleading customers to believe that they are booking directly with Hyatt.

  Business Response

  Date: 06/19/2023

  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.
  
  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: 06/26/2023

  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.  The business has not taken any steps to resolve the matter. The business is engaged in deceptive advertising. Specifically, by mirroring hotel websites so that a consumer believes they are booking directly with the hotel. They are even paying to appear as the first link when you google a specific hotel. The business is not clearly disclosing that they are a separate entity. I only learned this after I had booked my reservation. 
  
  
  Regards,

  
  

  Complaint ID: 20177905

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 07/20/2023

  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.
   
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:06/10/2023

  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 am traveling in the summer with my daughter. I went to what I thought was the Wyndham Hotel, Joliet IL website. I chose the room I was interested in and proceeded to check out. The hotel was listed at $144 per night. I expected the charge to included taxes per usual ($20-30 est). There wasn't a confirmation page prior to my card being charged. I was very surprised to find out that the total charge was $229 and that included $87 in taxes and other fees. I also learned, different than what was listed on the site, that the room was non-refundable if cancelled. I called to complain and the agent was vague in her description regarding the $84.94 "tax recovery charges & service fees" that I was charged. I explained I thought this was the hotel site and was confused. She stated they were a 3rd party site contracted with the hotel to provide discounted rates. She agreed to take off 20% of the total. When we ended the call, I went to the actual hotel website to compare prices. I'm still being overcharged. I also do not trust this company and I am concerned that the reservation is not real. I want to cancel the transaction and receive a refund for the entire amount $229.10 so I can book the room with the hotel directly.

  Business Response

  Date: 06/19/2023

  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.
  
  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: 06/21/2023

  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.

  I do not recall seeing anything asking me to acknowledge this was an outside contractor so dispute that assertion. If it was presented to me, I was not clear on what it was trying to communicate.
  

  The business has reached out and stated a refund was being processed however no monies have been received. I’ve sent an email requesting follow up but have not gotten a reply. My hotel room has been cancelled by the business (that is ok). I am wanting a full refund. 
  

  there was no confirmation page prior to payment that showed fees and that needs correcting 

  thank you  

  
  

  **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: 20170588

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 07/20/2023

  Hello Kathy, 

  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.
   
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:06/09/2023

  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.

  On April 29. 2023 I booked a room through Guest Reservations at the Bethesda Hyatt for the night of May 13, 2023, checking out May 14, 2023 at a rate of $158.90. I thought I was booking directly with the Bethesda Hyatt.
  
  I checked into the hotel the night of May 13, 2023. I stayed up late working on a project, then went to bed around 2:00am, planning to sleep until 9:30am (I had set an alarm for 9:30am). Unfortunately, it turns out the room was not suitable for sleeping because it faced East and didn't have blackout shades or other functional drapes or blinds to block the Sun from lighting up the room starting around 6:15-6:30am (I have photos and videos documenting the room conditions which will be provided upon request). I was awoken by the bright light and had no way to block it in order to get back to sleep. I tried for 3 hours.
  
  Eventually I gave up, got dressed, packed up, and went down to the lobby to checkout. This was approximately 10:20am on the morning of May 14, 2023. At that time I addressed the issue with hotel management who apologized for the room conditions and stated that if I had booked directly with Hyatt, they would fully refund me the room, but since I booked through a third-party (Guest Reservations), I needed to contact Guest Reservations to request a refund. I called Guest Reservations Customer Service that afternoon, explained what occurred, and forwarded photos (I can forward that email upon request). The representative confirmed receipt of the photos and offered to refund me 20% back. I replied that 20% was not sufficient and requested more. She refused. And that's where we are. As a result of my lack of sleep, I left an item in the room (a charging cable) that was subsequently lost by the hotel) and drove home 6 hours in an exhausted state.

  Business Response

  Date: 06/19/2023

  Hello Neil, 
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  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.
  
  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: 06/26/2023

  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 discussions with Guest Reservations Customer Care, the representatives have agreed to refund me $45.91 for service fees and taxes, but claimed that the only reason that it can't provide me a full refund is because it paid the hotel $112.99 for the room reservation and the hotel has refused to refund the money. 
  
  As per the attachments. however, the hotel has agreed to refund the room charge. So there is no legitimate reason for Guest Reservations to not provide me a full refund of $158.90.Please contact me if any questions.
  
  Regards,
  Complaint ID: 20167163
   
  
  
  
   

  Business Response

  Date: 07/20/2023

  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.
   
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:06/06/2023

  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.

  Guest Reservations is disguising themselves as the actual hotel site, accepting reservations for sold out nights and charging ridiculous fees that are not being disclosed until after you complete the reservation. I booked 2 nights at $193 but was charged $565, which includes $179 in undisclosed fees. If I try to cancel they say there is a $414 cancellation fee. This can't possibly be legal, can it? I called the hotel and they said that the first night of our reservation is sold out so they won't be able to honor the reservation anyway. So not only did they charge exorbitant fees but they misrepresented the availability of the room. I would like the full amount of US$565.42 back from this company.

  Business Response

  Date: 06/13/2023

  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.
  
  Also, 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.
  
  Sincerely,
  Guest Reservations™ Customer Care
  
  
  

  Customer Answer

  Date: 06/14/2023

  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.
  Guest Reservations has now cancelled myreservation leaving me with no hotel and then only refunded a very smallportion of their original charge. See attached for evidence. They charged me $565.42 and have only refunded $150.48. I did not ask them to cancel my reservation, especially if they are going to refund 1/4 of the original charge. 
  
  
  
  Regards,
  Complaint ID: 20150109
   
  
  
  
   

  Business Response

  Date: 06/27/2023

  Hi *****
  
  We have refunded the remaining reservation charges and the total amount refunded is the total of the original booking charge. Please reach out if you have any additional questions or concerns. Thank you.
  
  Sincerely,
  Guest Reservations™ Customer Care