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:05/17/2025

  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 November 24, 2024 I googled. Hoxton Hotel. Instead of the Hotel site coming up a scam website that mimics the hotel website came up. I booked a room. There was over 900 in non-refunable fees attached that did not show up on the charges until after I paid .

  Business Response

  Date: 05/20/2025

  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: 05/27/2025

  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.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23345207

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:05/03/2025

  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 booked a room using guestreservations.com on 12/22/24 for Homewood Suites in Newark, DE. The stay is for May 2-4, 2025. I have a confirmation email that I booked a 1 bedroom 2 queen suite-. They assigned me an 1 king, which I didn’t realize until I got up to the room. The hotel didn’t have any of the room I requested available and had no record of that being the room I booked through guestreservations.com. I called GR the same evening I checked in (5/2), and they reached out to the hotel with no resolution. I asked for a refund because this room’s sleeping arrangements weren’t feasible for my family. They agreed & opened a case, but told me I would only get my refund if they got a refund from the hotel first. Since they are the business I bought from, they should be refunding me directly and they refused. I made other arrangements for some of my family, and kept the room; I advised GR I would be doing that- they did not tell me to NOT accept the room. I called back on 5/3 to check in, spoke to a new representative, and they told me I should not have accepted the room. They insist that they are not responsible and that I need to wait for them to get their money back from Homewood Suites first. This doesn’t seem right.
  Additionally, their website looks very similar to the hotel’s website. It’s designed so the consumer would think they are booking through the hotel’s website on the “guest reservation” page. I had no idea I was booking through a 3rd party- that’s my fault, but their site is deceiving.

  Business Response

  Date: 05/09/2025

  Hello ****** 

  thank you again for this information. Unfortunately, we do not have a reservation that matches the number provided. As a result, we consider this case closed on our end. Let us know if there is anything else we can assist you with. Thanks.

  Sincerely,
  Guest Reservations™ Customer Care
  
  

  Customer Answer

  Date: 05/15/2025

  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.I have enclosed my correspondence with your business, my receipt on 12/22/24 for booking with you, as well as my call logs to Guest reservations.com where I spent an hour on 5/2 and 5/3 speaking to a representative at your business’s phone number.  When I call or write, your representatives are able to find my reservation- why aren’t you able to do so? 
  **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: 23283688
   
  
  
  
   

  Business Response

  Date: 06/02/2025

  Hello *****, 

  Thank you for your patience. As previously mentioned, the reservation was made through a different company, so we're unable to take further action on our end. If there’s anything else we can assist with, please don’t hesitate to reach out.

  Sincerely,
  Guest Reservations™? Customer Care

• Initial Complaint

  Date:05/03/2025

  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.

  They spoofed the ACTUAL hotels website I booked with (I almost always book direct) AND even charged it to the name of the hotel on my credit card. They attach themselves to the "Official Site" through Google search. When you click the link, it redirects you to their page, which is a spoof of the hotel's website.
  
  I booked a suite. I got here and had a "mini suite" booked in my name with a $300+ price difference. We realized on check in that was NOT our room and when they gave us the check-in paperwork, the price whoever booked this paid was over $300 cheaper than what I was charged. They added a fake phone number, email, and address to my reservation (I have attached a copy of the reservation they made fraudulently in my name). The room was booked with a MasterCard that wasn't even mine. We refused to sign our name (since that's clearly a card that doesn't belong to us, We couldn't check in with the reservation they made for us even if we wanted to). They don't send booking confirmations and if you call their customer service it says to "contact the hotel directly". It appears they hijack the official website link off of Google, redirect to their their booking page, which is an exact spoof of the hotels page. They then charge you, call and book under their credit card for a cheaper room that you didn't book and of pocket the rest. I have also attached a copy of the charge from my credit card statement, which they even make sure says the name of the hotel that is booked so that it appears valid. Since I wasn't able to check in, due to not being able to sign for the credit card that they booked under that didn't belong to me, they instead had to cancel that reservation and I had to be charged again to check in. I attached both the fraudulent charge and the two charges from the hotel for the rooms, due to our we booked only being available one night that I had to pay for a second time. We had to switch rooms, so we were charged twice)

  Business Response

  Date: 05/08/2025

  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: 05/15/2025

  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: 23281962

    Please see attachment. The company is still refusing to provide a refund, because I initiated a fraud complaint with my bank. However, This is a process that takes up to 90 days to complete. This company should refund the money, at which time the bank could close out the complaint.

  
  
  

   

  
  

   

  Business Response

  Date: 06/02/2025

  Hello ******, 

  We appreciate your patience as we looked into this matter. Since there is an active dispute with your credit card company regarding this purchase, we are unable to take further action on our end. At this time, the case is considered resolved from our side, but we recommend following up with your credit card provider for any next steps. Please let us know if there’s anything else we can assist with. Thank you.

  Sincerely,
  Guest Reservations™? Customer Care

  
  

• Initial Complaint

  Date:04/30/2025

  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.

  April 30, 2025
  
  "Guest Reservation" spoofed the actual Westin Hotel Website and did not disclose the excessive fees and tax recovery added to the cost of the hotel rooms until after I provided my credit card information. Realizing then that I was not booking through the actual website, I quickly canceled the reservation 2 hours after the initial booking. A couple of days later, a charge appeared on my credit card for the $486 hotel reservation. I contacted the customer service department and spoke to a live agent who told me they would contact their "partner" and get a resolution in 24 hours. After two days, I sent an email with no response. The next day, I called back and was given the run around. After being "disconnected" and then calling back to be put on hold for long periods, I was finally told that I was denied a refund. Reinstating the booking was not an option either. I contacted the hotel, and they had no record of any room being booked or cancelled through "Guest Reservations".

  Business Response

  Date: 05/06/2025

  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: 05/13/2025

  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. Thank you BBB for resolving this issue. This business only made attempts to resolve the issue because of the complaint filed. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 23269266
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:04/28/2025

  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.

  Today I was searching online for the Hyatt in Pittsburgh to make a reservation. I had previously searched and browsed the room options, and I now was ready to book. One of the top search results was styled exactly like the Hyatt website, including the pictures of the rooms. I booked on my phone thinking it was the Hyatt site. Immediately my bank’s fraud alert was triggered. When I checked the merchant ID in the alert, it said “HTL*HYATTHOUSEPITT,” which led me to believe it was the hotel, so I confirmed. When the confirmation email finally came, I couldn’t find a reservation number anywhere. When I clicked the link in the email to manage the reservation, I was directed to a website soliciting me to make a new reservation. There was no option to look up my reservation and no information on cancellation, and then I saw the URL was not Hyatt’s site. It was guestreservations.com. I’m concerned this scammer now has my payment information and personal information. I wil cancel my card.

  Business Response

  Date: 04/30/2025

  Hello **** 

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

  Sincerely,
  Guest Reservations™? Customer Care
  

  
  

  Customer Answer

  Date: 05/17/2025

  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: 23261567

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:04/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Guest Reservations spoofed the site for the hotel I needed (traveling for business) and did not disclose added fees until after credit info was submitted. When I tried to submit my bill for reimbursement with my employer, the company failed to offer itemization and there is no way to get direct help, certainly no help with US local hotel tax information. They said they charge fees and include an estimate of the tax. None of this was disclosed.
  Their email assistance just sends me the same receipt (combined fees and tax), and they say I can call their 800 number, but there is no live assistant, only a recording despite repeating they are a US based company.
  I'm okay with taking the lesson, but I need an itemized tax line in the receipt so I can get reimbursement from my employer.

  Business Response

  Date: 04/28/2025

  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: 05/08/2025

  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.

  This is just an acknowledgement with no intent of providing better service or support in the future.  I strongly discourage those seeking travel services to avoid this company. 

  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23231108

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 05/28/2025

  Hello ********* 

  We’re sorry to hear that you’re not fully satisfied. Please know that we take all feedback seriously and strive to ensure every client has a positive experience. Based on our records, this issue has been addressed, but if you have any additional concerns or need further assistance, we’re more than happy to help. Just let us know.

  Guest Reservations™? Customer Care

  
  

• Initial Complaint

  Date:04/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/02/25, I booked a reservation online with what I thought was the Hampton Inn and Suites Indianapolis West Speedway to arrive 08/29/25 and depart 09/01/25. The room was approximately $313 per night for 3 nights, for a total of (938.03). I chose the non-refundable option as my dates of travel had been confirmed. The charge on my Discover Card was $1403.61 - they added over $400 in hidden fees. I called them within an hour only to learn they weren't the Hampton Inn at all. The website I used appeared to be the direct site to make guest reservations for that location. I learned they were a third-party company called "guestreservations.com." When I called them, there was no option to speak to someone about a reservation already made. I had to use a different phone option. I spoke to Luis, Felicia, and Juan. I told each that I wanted to cancel because of the added $400 in fees (and thinking I was booking directly with the venue). They each took my info, and each one said they had to transfer me to another department. They just left me on hold. I called 7 times and was on the phone for a total of 90 minutes, no further ahead than when I had called the first time. So on the 8th phone call, I chose the option to cancel the reservation. I called, and the iBot processed the cancellation. I then made a reservation directly thru the hotel. You will see from the items attached that I thought I was paying for the price of the room for 3 nights, and also that this place represents itself as the actual hotel. They even send me email ads depicting that this is where you make the hotel reservations. I filed a complaint with Discover, and I found the company indicated "no contact was received via "Getaroom" customer service phone line" (now they are Hampton Inn AND guestreservations.com AND Getaroom). This company is defrauding people. They have my $1400, and I have nothing. That is a lot of money that I can't afford to lose. I am hoping the BBB can help me.

  Business Response

  Date: 04/23/2025

  Hello John and Linda, 

  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: 05/07/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.I already sent them the information they needed indicating Discover's decision. A copy of the Discover letter is attached.
  
  
  
  
  Regards,
  Complaint ID: 23229004
   
  
  
  
   

  Business Response

  Date: 06/02/2025

  Hi John and Linda, 

  We are currently working on your case but we would like to request more information. Can you provide us with a letter from your financial institution on official bank letterhead confirming the chargeback has been resolved or rescinded?  Feel free to reach out with any further questions. Thank you.

  Sincerely,
  Guest Reservations™? Customer Care

• Initial Complaint

  Date:03/31/2025

  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 January 11, 2025, immediately after making a reservation through Guest Reservations website that looked like the legitimate Hilton hotel website for January 20th. I contacted the merchant by phone to inform them of an error caused by issues on their website that booked the hotel for the wrong dates. I was informed that no changes to the reservation, including adjusting dates or canceling, could be made without being charged the full amount.
  While attempting to correct the error, a second reservation for the exact same amount. Guest Reservations did not allow me to amend or cancel this reservation either, and imposed the same full-charge penalty.
  On January 11, 2025, I received text messages and emails from Guest Reservations offering the option to extend my stay. This was contradictory to what I was told earlier during the phone call—that I would be charged the full amount to make any changes.
  On January 28 and 29, 2025, I received a cancellation confirmation from Guest Reservations. Despite this confirmation, I was still charged for hotel rooms that I never checked into.
  3 cases were opened with my credit card company one of which was resolved, and I was refunded, however, for the other two (2 charges for $288.22=$576.44) the credit card company has closed the cases although it was the same issue.
  I was charged for hotel rooms that I was never checked into in a different state, and was repeatedly prevented from correcting, and canceling although it was at least a week prior to the reservation; all while the merchant

  Business Response

  Date: 04/04/2025

  Hello ******* 

  We are having trouble locating your information.  Can you provide our team with a reservation number beginning with the letter 'R'.  Thank you?

  Sincerely, 

  Guest Reservations™

  
  

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:

  
  
  
  

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

   

  The buissness in thier response requested a reservation number "Hello ******,
  We are having trouble locating your information.  Can you provide our team with a reservation number beginning with the letter 'R'.  Thank you?
  Sincerely, 
  Guest Reservations™"  

   

  The requested reservation numbers are is R5378065342 and the other reservation number since I received two is  R5378133415.

  
  

  **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: 23141593

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 05/08/2025

  Hello ******* 

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

  
  

• Initial Complaint

  Date:03/31/2025

  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 January 30th I made an online reservation via Priceline for a room reservation for May 17 and 18, 2025 at Homes2 Suites. Hilton McKinney, Texas for a fee of $348.88. Hours after making the reservation I realized I had made a mistake in the dates and wound up contacting Guest Reservations, a third party that Priceline engages to handle the booking fees. I explained the situation, but they would not allow me to make changes to those dates. The Sales Rep then offered the option of cancelling the reservation. She said she would request a refund on my behalf. There was really no other option for me to take. So I had her go forward. On February 6th I received an email from her associate, Dhruv P. at Customer Care that my refund was denied. We had several communication about the situation but I was only sent multiple, duplicate form letters stating there was no recourse. I contacted my credit card company - Citizens Bank on that same day, and after submitting documentation their Fraud Department started an investigation. I also contacted an investigative reporter with NBC/WBTS Responds 928999, as they sometimes help with consumer complaints. We agreed to wait for a final outcome from Citizens. On March 24, 2025 Citizens Bank sent me a letter that they were not ruling in my favor, and the temporary hold on the fee had been removed. I then had a chat on the phone with my contact at NBC. I thought any contract made in the state of Massachusetts (Massachusetts State Law 48) could be cancelled within three business days (which it was) but she said this applies only to goods and services and nothing further could be done. I know I made a mistake but it seems like a very bad business practice to refuse to alter booking dates. Tacked on to the charge for two rooms was $120.82 for "service fees" what kind of operation are these people running?

  Business Response

  Date: 04/04/2025

  Hello ****** 

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

  Customer Answer

  Date: 04/11/2025

  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.
  
  Guest Reservations sends ONLY their side of the story. I have seen their "supporting documentation" several times already. They make no mention of the fact that they offered to cancel my reservation and ask for a refund on my behalf. I had NO other options available to me, since the reservation dates were incorrect. They never offered me the option of fixing the dates, preferring to take my money and run. I was cancelling four months in advance. Under what circumstances would a refund have been approved? Was this not a reasonable request? I contacted the Better Business Bureau because I do believe you have received over 900 complaints against Guest Reservations and I felt justified in seeking a solution. This charge is going to appear on my credit card bill in about ten days from now and I feel this charge is totally and completely unjustified.  
  
  
  Regards,
  Complaint ID: 23141536
   
  
  
  
   

  Business Response

  Date: 05/06/2025

  Hello *****, 

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

  
  

• Initial Complaint

  Date:03/31/2025

  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 filed the complaint last week and I needed to update this.
  
  On Friday March 28th, me and my Advocate, Liz Olson, from DEAF, Inc who helps people with hearing loss as well as disability (me), called the credit card company to follow-up on as to why they closed the case just because the merchant ( the travel agent) sent the non-refundable policy.
  
  What the bank failed to do is protect fraud protection. (which what they have??) Even though I explained that when I clicked on the hotel website directly, it was supposed to be the hotel website, not the 3rd party agency. Now, when me and Advocate spoke to CapitalOne, a customer service person, her name was Eleven. Also received a letter stating that my refund has been permanently received, then weeks later the CapitalOne credit card company took away the credit back?
  
  Eleven from the CapitalOne stated that the merchant told CapitalOne that I booked the Olympic hotel through Priceline, but I didn't. I Googled for an affordable room and found one at GuestReservations.com, which also had a header with the hotel name, Olympic Hotel. When me and my advisor and I tried to go on the website (March 27th), we were redirected twice: first to GetARoom.com, then to Priceline. This is what Eleven assumed I did, and quoted from, concentrating on what they, the 3rd party, sent to CapitalOne about the non-refundable deposit, which I was not aware of hidden Term and condition reading through the GuestReservations site. I also mentioned to customer service name Eleven at CapitalOne that i called the 3rd party agency to ask if i can change it but been told i couldn't and the 3rd denied that I called to make changes and requested to cancel so i can rebook it. But on the invoice, it says "modify" as if can change it??
  
  I found out too late that those websites are scamming people; that's why I'm asking for help with reimbursement or dispute.
  
  It'd help assist with this please.
  
  Barbara Mesidor

  Business Response

  Date: 04/07/2025

  Hello *******, 

  we appreciate your patience as we looked into this matter. Since there is an active dispute with your credit card company regarding this purchase, we are unable to take further action on our end. At this time, the case is considered resolved from our side, but we recommend following up with your credit card provider for any next steps. Please let us know if there’s anything else we can assist with. Thank you.

  Sincerely, 

  Guest Reservations™

  Customer Answer

  Date: 04/12/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.The credit card company didn't resolve it. The credit card company already closed the case. There's no dispute with the capitalOne credit card company.
  Regards,
  Complaint ID: 23139013
   
  
  
  
   

  Business Response

  Date: 05/08/2025

  Hello ******** 

  Guest Reservations ™? would like to issue the refund, but cannot due to the dispute. Can you provide confirmation/proof from the credit card company that the dispute is closed so the refund can be issued? 

  Sincerely, 

  Guest Reservations™? Customer Care Team