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: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

• Initial Complaint

  Date:06/05/2023

  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 made a reservation online for a stay at Hampton Inn Gainesville, TX. Unknown to me I was dealing with a company called guestreservations.com. After I clicked the button to pay for the room I noticed that the reservation was for two nights instead of one and there was an additional charge of over $150 for Tax Recovery Charges and Service Fees. I called the customer service number immediately and was told that they were a Travel Agency and could not modify the reservation. They want me to cancel the reservation without agreeing to refund my money. They need to talk to their partners who will contact the hotel. There will be a penalty of the entire amount $481.63 if the hotel does not agree. I’ve read countless complaints about this company while waiting on hold for a manager. I’ve been on hold over an hour now. The representatives I’ve talked to keep saying the same thing over and over, that I have to agree to a waiver. I’m concerned that this is a scam organization that will keep my money and continue this practice.

  Business Response

  Date: 06/08/2023

  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: 06/13/2023

  Better Business Bureau:

  
  
  
  

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

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 20147020

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 07/14/2023

  Hello *****a,

  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:06/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/1 I booked a reservation with what I thought was the reservation site for Hilton. It turns out I was not on Hilton's website. I provided screen shots to show how the website gives the impression that you are booking under Hilton's site for that resort. I provided screen shots to show how vague the information on the website is when you book. The company did NOT include resort fees as apart of the cost. Every other hotels always adds this to the bottom line. In addition, the addition "fine print" is not fully exposed until you get your confirmation. I went back on the website to show you how you have to "expand" another extra to fine all the true additional cost. I called on 6/2/2023 at 9:35am EST to speak with a representative and my concerns once I read the fine print on the email confirmation. They repeatedly told me that the cost was non-refundable. I told them I am not cancelling to because I am changing my mind, but rather them misleading the cost of total cost. The issue was a $34 per night resort fee that was NOT included in the amount I paid. This would make a $484 2 night stay escalate to $552!! I also just dug in deeper and location the correct Hilton website and the resort. It turns out their resort fee is only $30 NOT $34.05. Also, a little icon on the tab makes you think you are on Hilton's site. It turns out if I had gone to the correct Hilton site, the charge for the entire stay would be only $434. When I was on the phone with the agent, I asked 5 times to be sent to a manager or supervisor, they kept staying one was not available & tied up with other customers. Then they began offering a courtesy "discount" of 10% (about $48). I stated this is not acceptable as the additional cost is almost $70 for this resort fee. They offered a 15% discount, but it will be up to 5-7 days to return? After seeing the misleading resort fee, I just want this cancelled and a full refund so I can book on the correct site as I believe the reservation is fake!

  Business Response

  Date: 06/08/2023

  Hello *******,
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
   We understand 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 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: 06/13/2023

  Better Business Bureau:

  
  
  
  

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

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 20134671

   The company does not have the acknowledgements they state prior to booking.  I do not desire any further contact with this company as they have not acknowledge the omission of information when you book. It's deceptive not to have all terms on the same page as the booking.  At this point I believe my fee was refunded. My hope is they add clear disclosures (that don't require any additional links to open) and also state at booking in clear verbiage near there name that they are a 3rd party and that resort fees are not included in the amount collected at booking.

  
  
  

   

  
  

   

  Business Response

  Date: 07/11/2023

  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:05/30/2023

  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 April 14, 2023, I made an online reservation for a one (1) night stay at The Landing Resort and Spa in South Lake Tahoe, arriving Friday, April 14, 2023 and departing Saturday, April 15, 2023. My husband and I have stayed at this hotel on several occasions in the past years and are familiar with their rates, taxes and resort fees.
  
  Unfortunately, I was a victim of fraud and later discovered this website (hotelvalue.com) was a scam. The third party (www.hotelvalues.com) portrayed themselves as the official hotel website, which was NOT the case. Obviously, I fell for their clickbait, like so many other travelers. On the website, the hotelvalues.com offered the one (1) night stay for $519.00 (includes tax and resort fee) online, which I confirmed for the one night stay (Friday, April 14, 2023) However, my Reservation Confirmation reflected a charge for $700.63.
  
  When we arrived at The Landing Resort and Spa, the hotel staff (Maria) apologized for the billing error and stated they could not credit my account, since I unknowingly made my reservations through a third party. Furthermore, they confirmed the tax charged is typically only 12 percent and resort fee is $65.00. They did not understand why I was being over charged for our stay. They suggested I contact my credit card company and dispute the charge.
  
  I implore your team to investigate this fraudulent company and review the complaints by other customers. The website is known to defraud hundreds of innocent folks like myself. I encourage you to check our Scam Watcher and Complaints Board. I sincerely pray a favorable outcome. It has caused me unnecessary anguish and stress.
  
  I request a refund of $181.63 on my credit card.

  Business Response

  Date: 06/05/2023

  Hello *****, 
  
  We're sorry to hear that your experience with Guest Reservations™ wasn't up to par. As a company, we take customer satisfaction seriously.
  
  We understand 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. 
  
  Also, 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: 06/12/2023

  Better Business Bureau:

  
  
  
  

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

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 20120362

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 07/10/2023

  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:05/23/2023

  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.

  Went to book a room at a hotel in Greece and this company portrays to be the hotel. I booked a room $337.59 on 11/29/22 and after booking, they tell me any cancellations have to be made by 11/27/22. Cancel date is before the actual booking date. Unfortunately, I need to cancel the room and just move my date out from Aug 8/2023 to Aug 29/2023. I am not requesting money back, just move the date. They tell me I have to cancel my reservation and then and only then can they determine if I can get a refund so I can change the date. As soon as I cancel the reservation, they tell me I am not getting my money back

  Business Response

  Date: 06/01/2023

  Hello ******
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  We understand 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. 
  
  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: 06/12/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  The cancellation period that they gave me was on a date before the reservation was made.  How can I cancel a reservation before it was even made.  They also told me I have to cancel my reservation and only them would they tell me if I would get my money back. Immediately after canceling, they tell me I would not get my money back. This was determined by their partners they say but won’t even tell me who the partners are. SCAM.  All I wanted was my dates to be changed. Hotel was fine with it but said I had to go through them since I booked through them. Unacceptable 
  
  Regards,
  Complaint ID: 20096496
   
  
  
  
   

  Business Response

  Date: 07/04/2023

  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:05/16/2023

  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.

  We just had a death in the family and I needed to book a hotel room for the funeral. Last night, 5/15/23, I searched Google for the Hampton Inn in Pikeville, KY which offers a 24-hour cancellation policy. The search brought up a site that appeared to be the Hampton Inn hotel reservations site. Images on the site would lead one to believe they were dealing with Hampton Inn. The advertised rate for the room I wanted was $149 per room/ night. I decided to book my reservation, and it required immediate payment.
  Immediately I received an email receipt from Guest Reservations. I saw that they charged me $244.43. I realized that I was not conducting business with Hampton Inn directly and, most importantly, I noticed that the nightly charge that I was charged was much higher than the $149 rate I agreed to pay. They added $78.81 for “Tax Recovery Charges&Service Fees”. That fee was only mentioned on the confirmation email, after I’d already paid them. I called Guest Services immediately to cancel the reservation. The email confirmation indicated I could cancel, but I could not get a refund. I called Guest Reservations to request a refund, but they refused and only offered a minimal price reduction, saying I should have read all the terms and conditions first. The transaction had barely been processed - they could have reinstated my money but refused. I asked to speak to a supervisor, but they would not allow me to speak with one.
  This company is a deceptive scammer that preys on unsuspecting users by getting their website listing to show up first in any search and throughout the entire reservation process posing as if they were the hotel themselves. Publishing fees only after reservation/payment is completed is deceitful and unethical.
  I have appealed this to my credit card company. I would like a refund from Guest Reservations immediately, with all funds reinstated a.s.a.p. so I am able to make another reservation in time to attend the funeral this Friday, 5/19/23.

  Business Response

  Date: 05/23/2023

  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: 05/27/2023

  Better Business Bureau:

  
  
  
  

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

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 20064892

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:05/10/2023

  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 10, 2023 I attempted to make hotel reservations for the Embassy Suites in Denton TX for an upcoming wedding. I went to the Hilton website, found the Denton Embassy Suites and reviewed the room options. I then proceeded to make the reservations. Not sure when and where it happened but I somehow got redirected to the scam website that was made to appear like the Hilton / Embassy website. I completed the reservation process and received an e-mail confirmation. When I reviewed the confirmation and saw that it was not through Hilton but a scam organization “Guest Reservations”, with a large additional charge added on, I immediately cancelled the reservation.
  I then went back to Hilton’s website and carefully made the reservations through their website, being extra careful to not get redirected.
  On April 19th I checked the credit card charges to confirm that there were no charges from the scam organization, but saw that they had indeed charged my credit card. I then immediately called Wells Fargo to contest the charges.

  Business Response

  Date: 05/17/2023

  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: 05/23/2023

  Better Business Bureau:

  
  
  
  

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

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 20043680

    I disagree with the statement that they require every customer to acknowledge that they are an independent travel network, this was not my experience.  I am waiting on their Customer Care department to contact me. 

  
  
  

   

  
  

   

  Business Response

  Date: 06/13/2023

  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:04/15/2023

  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 thought I was booking through Hilton’s website and I got scammed by this site that was pretending to be Hilton. It charged me a deceptive fee on checkout.

  Business Response

  Date: 04/20/2023

  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: 04/25/2023

  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. What they have done is fraud and deceptive business practices proscribed by the FTC.  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: 19941141
   
  
  
  
   

  Business Response

  Date: 06/01/2023

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