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:07/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/28/2025

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

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

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

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

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

  Sincerely,
  Guest Reservations™? Customer Care

  Customer Answer

  Date: 08/04/2025

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

  Business Response

  Date: 08/22/2025

  Hello ******** 

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

  Sincerely,
  Guest Reservations™? Customer Care

• Initial Complaint

  Date:07/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/28/2025

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

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

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

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

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

  Sincerely,
  Guest Reservations™? Customer Car

  Customer Answer

  Date: 08/07/2025

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

  Business Response

  Date: 09/04/2025

  Hello ****** 

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

  Sincerely,
  Guest Reservations™? Customer Care

• Initial Complaint

  Date:07/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/28/2025

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

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

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

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

  Sincerely,
  Guest Reservations™? Customer Care
  
  

  
  

  Customer Answer

  Date: 08/04/2025

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

  Business Response

  Date: 08/28/2025

  Hello ***** 

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

  Sincerely,
  Guest Reservations™ Customer Care
  
  

• Initial Complaint

  Date:07/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/30/2025

  Hello ****** 

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

  Customer Answer

  Date: 08/06/2025

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

  Business Response

  Date: 08/28/2025

  Hello ****** 

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

• Initial Complaint

  Date:07/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/30/2025

  Hello ***** 

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

  Sincerely,
  Guest Reservations™? Customer Care

  Customer Answer

  Date: 08/06/2025

  Better Business Bureau:

  
  

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

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 23593771
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:07/08/2025

  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.

  I see from other complaints that these folks regularly scam unsuspecting victims. Like many others I thought I was dealing directly with the Hotel; who is a co-conspirator.
  We have duplicate charges by the hotel and GR. As it turns out, the hotel was a filthy mess causing us to cut our stay short. We could not stay another night at that hotel. We have been charged duplicated charges and for a night that we didn’t use. I have not received any substantive response; just a feel good automated response.

  Business Response

  Date: 07/16/2025

  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: 07/29/2025

  Better Business Bureau:

  
  

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

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 23573530
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:06/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on June 21, I attempted to book through the website guest-reservations.com phone line (888) 784-0532. While confirming our booking, the agent put us on hold. after taking our credit card number, they informed us that the price had gone up by $40. We were put on another hold and were told that the price had gone up another $100. We then advised the agent that we would not be using their services.
  
  In short: They take your card number first, then bait and switch prices on you.
  
  I would like for a representative to ensure that my card information is not in their database, as well as ask for them to never contact us or sell our information as retaliation.
  
  I am also going to be contacting their hosting provider and google ad services and registering complaints through them as well.

  Business Response

  Date: 06/30/2025

  Hello ******* 

  We're sorry to hear that your experience with Guest Reservations™ did not meet your expectations. Customer satisfaction is very important to us, we value your feedback and apologize for the disappointment caused.
  
  Our records show that your booking was incomplete and you were not charged for this reservation. 
  
  Please reach out if you have any additional questions or concerns. Thank you.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 07/07/2025

  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.
  
  You have my credit card information and tried to extort me for money. I need it in writing that all of my information has been removed, and will not be sold to other fraudulent businesses in retaliation.
  
  
  Regards,
  Complaint ID: 23503346
   
  
  
  
   

  Business Response

  Date: 07/31/2025

  Hello ******* 

  Our records show that your booking was incomplete, and no charges were made. Your information was never added to our system.
  Please feel free to reach out if you have any additional questions or concerns. Thank you.
  
  Sincerely,
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:06/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 2,2025
  Confirmation number 06211170
  I had believed that I was on the Best Western Navarre, Fl site as I I had been visiting several sites comparing prices and searched specifically for their site to book and it was the first one to pop up. It started with www.best western.com then I didn’t look at the rest to notice it said guest relations in the URL.
  I selected the room I wanted to book and the price for the room and the pics were identical to the Best Western site so I still assumed I was on the correct site. Once I selected Book Room it asked me for my credit card info which I thought was strange but entered it thinking the next pop up would be the price break down and ask me if I wanted to confirm. I selected submit and automatically received a pop up that stated Congratulations you have booked a room st Best Western Navarre for $688.72! It did not give me an option to cancel or anything. The cost of the room was $412. They added $272.50 for surcharge. I immediately contacted them and asked for a refund. I called the hotel manager who stated they do not use Guest Reservations for their outsourcing and she wished she could refund my money but it did not come through her hotel. I called Guest Reservations and was told I could not get a refund and they checked with their hotel partner who agreed that I would not get a refund. I have seen that very similar tactics have been used by many people and they have the same complaint. Also in the email they sent me it stated that they could not Freud after 6/6/2025 I had submitted the complaint on 5/2/2025.

  Business Response

  Date: 06/18/2025

  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: 06/23/2025

  Better Business Bureau:

  
  

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

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 23464340
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:06/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/17/25 I was in Aruba and decided to stay another night at the Holiday Inn. I began to book another night on Guest reservations, because I thought it was the Holiday Inn website. Guest reservations mirrors their site to look like The Holiday Inn site which is a total scam. I started the process, but never finished. I decided to book another night later in the day on the real Holiday Day Inn website. Guest reservations charged my card anyway even though I did not finish the process without my authorization or confirmation. When I realized this, I tried to email Guest reservations and I also tried to call numerous times while in Aruba, but no one answered my calls or replied to my email. I canceled the reservation and contacted my credit card and filed a dispute. My credit card said they could not help, because when they contacted guest reservations the merchant told them it was nonrefundable. This is a total scam since I never authorized or confirmed this booking, and I never should have been charged.

  Business Response

  Date: 06/18/2025

  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: 06/24/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  Guest reservations (priceline) sent me an email on June 18th stating that a refund would be processed and I would be receiving the money within 5 to 7 business days. The next day on July 19th, Priceline sent another email stating that they could not process the refund, because I had filed a dispute with my credit card. They instructed me to send them a letter with my credit card's letterhead stating that the dispute was resolved in their favor in order for my case to be reviewed. In my complaint to BBB, I stated that the dispute was resolved and my credit card stated that priceline said it was nonrefundable. I emailed priceline's customer care the email from my credit card Citibank stating it was resolved and a letter was sent me from Citibank stating it was resolved, but I have not received any response or refund. 
  
  
  Regards,
  Complaint ID: 23446929
   
  
  
  
   

  Business Response

  Date: 07/02/2025

  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:06/07/2025

  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 urgently request your support in securing a full refund for a hotel reservation made mistakenly through guestreservations.com. This booking, for the Hotel Indigo Milan - Corso Monforte by IHG from June 11-15, resulted in an unauthorized charge of USD 4,547.82 to my credit card.
  I believe guestreservations.com operates as a deceptive lookalike site, employing misleading practices and charging hidden fees. My standard practice is to book directly with hotels. However, on June 6, my search for "Indigo Milan Hotel" yielded indigomilacorso.guestreservations.com as the top result. This URL strongly mimicked the official hotel website, leading me to believe it was their legitimate reservation portal.
  During the reservation process, the site failed to provide a clear and prominent display of the total amount before my credit card details were requested and processed. Only after my card was accepted was the full, unacceptably high amount—including the room cost and various undisclosed "taxes" and "service charges"—revealed. I was unsure if the reservation was even finalized, as no confirmation email was immediately sent (I only received one after specifically requesting it from their customer service).
  Despite my confusion and intent not to proceed with such an exorbitant price, I soon received an email from my credit card company confirming the USD 4,547.82 charge.
  Immediately, I contacted the hotel, who confirmed guestreservations.com is a third-party site and could not assist. I then promptly called guestreservations.com customer service, but they stated the charge was non-refundable.
  Given the deceptive nature of the website, the lack of transparent pricing before payment, and my immediate actions upon discovering the error, I strongly contend that this reservation warrants a full refund.
  Please investigate this matter and facilitate a full refund of USD 4,547.82. With the stay scheduled for June 11-15, time is of the essence.
  Thank you for your urgent attention.

  Business Response

  Date: 06/17/2025

  Hello ********  

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

  We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
  We understand you were surprised by the additional fees. Like other online travel agents, we charge applicable taxes and a service fee to cover 24/7 support and operating costs. We always disclose all fees and taxes on our webpage prior to booking and require customers to confirm the total amount. 

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

  Sincerely,
  Guest Reservations™ Customer Care

  
  

  Customer Answer

  Date: 06/23/2025

  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: 23439783