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:04/10/2023

  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.

  On April 10th, 2023, I am filing a complaint against the company Guest Reservations due to the following experience. This report is specifically to redress the fact that the UX/UI is purposefully and maliciously designed to keep customers in the dark about their experience on mobile and iPad experiences, with the expectation that this report will result in the company redressing their design/layout and full refund for the entire booking from the company in question.
  
  When making a reservation for my upcoming Puerto Rico trip. Upon reviewing the available rooms after selecting the dates (4.13-4.15), we selected the $364 "item". There is no indication that the price is per night which leaves the customer to assume it's for the entire length of stay. (screenshot provided).
  
  After selecting the $364 item, the following page on mobile/Ipad has you fill out your contact and payment information with the button indicating "confirm your reservation", leaving the customer to assume that the following page (after clicking the button) is where you confirm your charges and complete the booking of the stay. Upon clicking this button it CHARGES your card with additional fees that made the final price almost 4x the listed amount we were initially led to believe we were booking.
  
  We thought we were booking two nights for $364 total, to $1162.64 in cost at 5:27 pm. At 5:31 pm, we called customer service immediately after getting our confirmation email, who refused to give us an immediate and full refund. They stated it was "policy" for cancellations to charge for the first night, which would have been still over $500. After Rep #1 pretended she couldn't hear us and hung up, Rep #2 gave us case number #CN03591547, and said to try calling the hotel directly tomorrow. Our primary complaint is that the additional fees and charges are NOT shown until after you've clicked on that button, which binds you to their unreasonable cancellation policy.

  Business Response

  Date: 04/13/2023

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

  Customer Answer

  Date: 04/19/2023

  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.
  We've received a full refund from the business after working with their customer support team with a dedicated case number as outlined in the original complain documents. The reason for rejecting this response from the business is that they falsely state that all fees are known to the customer before submitting payment. That is not the case on the iPhone/iPad experience of their website. In contrast to the web browser experience on a desktop, the UI/UX for their mobile experience (at least on iPhone/iPad) does not show these fees until AFTER you've submitted payment. Depending on how a user scrolls the page, by the time they proceed on their mobile experience, they will have made a booking for a substantial premium on their site. Their argument that they don't fully control the refund process is actually proof of the importance that these fees are known in advance to payment processing and credit card collection. In our case, we had to call their customer service on 3 separate occasions, 1 time originally, and 2 for follow up, each call at a substantial length of time (roughly an hour each) because of the businesses general unwillingness to work with the first party on processing the cancellation. So they have you in a difficult position, you've made a booking that you weren't aware of all the fees, and they make it extremely arduous to recover your money. That is the thrust of this complaint, and remediation starts with requiring this business to work in a forthright manner with their customers to ensure they are informed of all associated fess and final pricing before payment processing.
  
  
  Regards,
  Complaint ID: 19920486
   
  
  
  
   

• Initial Complaint

  Date:04/10/2023

  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.

  We are dismayed by unscrupulous and fraudulent activity by a third party merchant that goes, alternately, by GuestReservations, HotelValues, GetARoom, and CCI. We have been conned for $561.02, and deserve reimbursement for a reservation made on December 23rd , 12:01 a.m., and cancelled at 12:14 a.m..
  
  This elusive entity, going by multiple names, disguises its factual identity and its corporate structure -- both impenetrable. They employ deceptive practices to trick customers into believing they are in the hotel website itself and, thus, inveigle them into making the hotel reservations through them rather than through the hotel as was their intention.
  
  The entity maintains we knowingly entered a hotel booking contract with them using, as evidence, a screen-capture of a webpage that is definitively not the site where our online reservation was made. The link to the webpage where we did, in fact, make the reservation, we know to be accurate because it is in our Google search history at the applicable date and time.
  
  When ‘clicked,’ and the site appears, the screen rotates upward to disguise mention of it being a third party hotel reservation company and, in addition, employs “Guest Reservations” as its name to disguise itself, in this case, as the Hilton Hamilton Homewood Suites Guest Reservations. Oddly, the behaviour of the link is sometimes as we describe it, but at other times not, depending on where it is embedded. Irrespective of its particular location and peculiarity, its fickleness demonstrates the deviousness of the entity
  .
  There is no disclosure in the reservation site’s advertised room rates of prohibitive incremental charges and fees – only subsequently, upon receipt of the “Reservation Confirmation,” does one get the ‘sticker shock.’ Also, there was no mention of no refunds should one cancel their booking. That only appears in the confirmation -- when it is too late to reconsider.
  
  A thorough description of our complaint appears in attachments.

  Business Response

  Date: 04/13/2023

  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.
  
  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: 04/19/2023

  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.To Whom It Concerns,I will need to await the Customer Care department manager's follow-up, as  promised in the response by 'GuestReservations.com,' before providing acceptance or rejection.Regards,
  Complaint ID: 19919949
   
  
  
  
   

  Business Response

  Date: 05/09/2023

  Hello ******
  
  We hope all is well. We have verified that a refund was issued back to the original form of payment. Please reach out to your financial institution if you have any additional questions or concerns. We value your business and hope you are pleased with the resolution we reached.
  
  Thank you.
  
  Sincerely,
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:04/08/2023

  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 07/07/2023 I booked a hotel on my cell phone for Hilton doubletree carson, ca. When I noticed the total price was 230.00 I went on and booked it. After I booked it I was showed the total price of this room as being 330.00. Realizing that was 100 above the listed price I immediately called to this business to cancel the reservation. I received a voice recording indicating that I can cancel this reservation; however their was no option to cancel and I could not reach an operator after trying for 1 full hour.
  
  I came to the conclusion that this is all a scam. I then called the Hotel Doubletree in Carson where the reservation was made and I was told by the manager that their was nothing she could do because it was booked thru a third party. I am not staying at the hotel, yet this scam business stole 330.00 from my account.

  Business Response

  Date: 04/12/2023

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

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.I have not received my refund for a room I never used. I want my full refund.
  
  
  
  
  Regards,
  Complaint ID: 19912333
   
  
  
  
   

  Business Response

  Date: 05/09/2023

  Hello ********
  
  We hope all is well. We were able to locate your reservation information and have verified that a refund was issued back to the original form of payment. Please reach out to your financial institution if you have any additional questions or concerns. We value your business and hope you are pleased with the resolution
  we reached.
  
  Thank you.
  
  

• Initial Complaint

  Date:04/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room at the Hilton Garden Inn in Salt Lake City for $142. This price was displayed as “today’s low rate” and I had 9 minutes to complete the purchase at this rate. I completed it within that time frame and was charged $221.74. When I called, I was told that the $142 did not include taxes and fees. However the screenshot that I took clearly advertised this room for $142. I was told I could get a 20% discount for the “confusion” which still brings my total to $177, not $142. I am requesting a full refund as I feel this entire transaction was false advertising and not “confusion.”
  R4115751645

  Business Response

  Date: 04/05/2023

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

  Customer Answer

  Date: 04/12/2023

  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 response from the business does not offer any resolution to my complaint. I have asked for a full refund of the charges, not because I was “surprised by hidden fees” as the response states, instead I booked a hotel room for a stated price and was charged a much higher rate. See supporting documents attached to my original complaint. 
  
  
  Regards,
  Complaint ID: 19882760
   
  
  
  
   

  Business Response

  Date: 05/08/2023

  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:03/18/2023

  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.

  Booked a reservation with Hampton Inn Vilano Beach. Rate was $193, about $10 less than regular. Site looked like I was booking with hotel directly. When I hit the reservation button, details were “confirmed “, although I had never seen them, and included a hefty “travel fee” and language indicating no refund/cancellation. I called immediately cancel and was offered a 10% discount.
  I called my credit card to dispute, but it had not posted yet.
  
  I reviewed the transaction to find out how this could have happened. On their site, when you go to reserve, all the pertinent details of the transaction are listed UNDER the reservation button. On other sites, you are able to reserve, then REVIEW. On this site, they list the details under the button to click (so when scrolling through the transaction, these wouldn’t be visible yet), then once you click, you’re trapped.
  
  It’s just a way to deceive, to provide what’s legally necessary, but their every effort is to obscure and gain extra fees (and keep them). Please put these people out of business. They have no integrity and are not providing anything of value to our community, but instead are training a whole cadre of young workers in their deceptive practices. They are truly not good representatives within the travel industry. Also, their sponsored site shows over 4 starts, but there are many sites with numerous complaints. How is that happening?

  Business Response

  Date: 03/23/2023

  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: 06/19/2023

  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.
  
  Good afternoon,I sent a complaint in for GuestReservations.com on 3/18 and also alerted my credit card, who credited back the $269.73.  In the meantime, you connected with them and they sent a credit for $76 (the extra fee they charged.)  Sometime in April, this was “closed”, saying they were unresponsive and had sent a credit back. My link is no longer valid, or I would re-engage with the history and photos for you. There is no way to connect with them over the phone and there is no ownership listed in Delaware – their Registered Agent is Harvard Business Services, Inc, who have no authority to share their communications contact. This company is AWFUL.  They intentionally deceive and nothing is done.  How can we reopen this and actually get something accomplished so they are not in business anymore? 
  
  
  Regards,
  Complaint ID: 19617846
   
  
  
  
   

  Business Response

  Date: 06/27/2023

  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:03/17/2023

  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 1/31/23 I attempted to book hotel rooms directly with a Hilton property in Oxford, OH. I am a Hilton Honors member and am familiar with their digital reservations. Using Google, I mistakenly was led to a link for GuestReservations.com which is a website that impersonates hotel websites. As you search, you see pages just like Hiltons. The pages do not mention things like no cancellations, added fees for using this site (that would not apply on the Hilton site), and that you will be charged in full upon making your reservation. As someone who travels frequently, I knew to look for these before reserving.
  As I hit the fateful reserve button, new messages appeared telling me that they were adding fees (see attached for $501.56 in service fees which is 27% of total cost), charging my card prepaid, and there are no cancellations. I attempted to cancel the purchase during its processing unsuccessfully. I also used a Citi card to make this payment and was prompted by Citi to verify this purchase. I did not verify but that protection also failed me. Guestreservations.com emailed my confirmation and I immediately 1/30/23 called customer service. They opened a case to review my refund request and documented with an email from getaroom.com (which I see has a class action lawsuit for fraud activity). On 1/31/23 I obtained approval from Hilton to cancel the room and Hilton would waive all fees. I contacted getaroom.com about my case on 1/31 and again on 2/6. On 2/6/23 Hilton emailed [email protected] with same instruction. Priceline.com refuses to refund my money and cancel the rooms. I disputed the charge with Citi and because priceline has a no cancellation policy (despite that you don't see it until booking), they sided with the Merchant.
  One company with three contact emails - guestreservations.com, getaroom.com, and priceline.com impersonating a trusted partner like Hilton to scam travellers into paying more fees and no cancellations.

  Business Response

  Date: 03/23/2023

  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: 03/28/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.The response from the merchant contains zero attempt to resolve. They indicate someone will reach out to me but that is yet to occur. This merchant provided me instructions on how to resolve this concern once before, I followed the requirements (I.e., get written confirmation from hotel that they would cancel and waive any fees), and I was still denied a refund. The business tactics are deceptive at multiple steps of the process. Upon impersonating a website to telling me we could resolve but then backing out - each step this merchant has failed to provide truthful interactions. Them simply telling the BBB that they will contact me is not a resolution as their communications are not to be trusted. 
  **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: 19613866
   
  
  
  
   

  Business Response

  Date: 04/07/2023

  Hello *********
  
  We have confirmed with the customer service team that we have been unable to find a
  booking that matches your name or email address, therefore we have been unable to
  resolve your issue. You may want to check your purchase confirmation to confirm the
  booking service you used.
  
  As a next step, please contact our customer service toll-free number at (866) 266-3306 so
  that we can better assist you and work towards a resolution.
  
  Sincerely,
  Guest Reservations™ Customer Care
  
  

• Initial Complaint

  Date:03/12/2023

  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.

  The company posted an ad for hotel booking on a hotel booking website. The link-button was made to look like it was part of the booking process. The link changed the requested reservation dates but never showed the dates again. After the booking was completed, the confirmation email showed the changed dates. When I contacted this company, they said the charge was not refundable. When I called the hotel, they said they canceled the room and refunded the charges. This company has not returned the money that was charged but that the hotel never collected ($989.01).

  Business Response

  Date: 03/17/2023

  Hello ******, 
  
  We are sorry to hear that you had a negative experience with Guest Reservations™. Customer satisfaction is of the utmost importance to Guest Reservations, and we want to
  make sure that we learn from your experience and improve our service.
  
  Guest Reservations is an independent travel network, offering reservations and exclusive
  deals for more than 100,000 hotels throughout the world. We try to make the hotel
  reservation process as easy as possible through our streamlined website that compiles the
  best rates from top suppliers on the best rooms.
  
  We understand that you were surprised to learn that Guest Reservations is not affiliated
  with the hotel where you made your reservation. We are sorry to learn of this
  misunderstanding. Guest Reservations tries to be as transparent as possible in disclosing
  that it is an independent travel network, which is not affiliated with any hotel. On every
  phone call one and every one of its webpages, Guest Reservations proudly mentions that it
  is an independent travel network, servicing thousands of hotel properties worldwide.
  
  Despite our efforts to be as transparent as possible, Guest Reservations remains concerned about your negative experience. Your case is currently being handled by a Manager within our Customer Care department who will follow up with you soon. In the meantime, please do not hesitate to contact us to discuss how we can address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 03/21/2023

  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.
  **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.
  
  Your process for correcting this type of error, which was clearly an intended manipulation, was also unscrupulous. I checked the website I was suped on, and you have not changed your technique. Your actions do not match your words. 
  
  
  Regards,
  Complaint ID: 19587186
   
  
  
  
   

  Business Response

  Date: 04/07/2023

  Hello *******
  
  We hope all is well. We have verified that a refund was issued back to the original form of payment on 3/16. Please reach out to your financial institution if you have any additional
  questions or concerns. We value your business and hope you are pleased with the resolution
  we reached.
  
  Thank you.
  
  Sincerely,
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:03/10/2023

  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.

  A web search for Hampton Inn New Castle (UK) brought up a site that appeared to be hotel reservations. All of the images on the site would lead on to believe they were dealing with Hampton Inn. I booked a room and it required immediate payment. Only after getting a confirmation email a few minutes later and seeing a $106.97 "Tax recovery charges & services fees" did I look closer to see it was not Hampton Inn at all, but was Guest Services. I cancelled the reservation 7 minutes later but 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 any adjustment, stating that I should have read all the terms and conditions first.
  This company is a shady, 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.
  I have appealed this to my credit card company with some hope of getting a resolution.

  Business Response

  Date: 03/16/2023

  Hello ******, 
  
  We are sorry to hear that you had a negative experience with Guest Reservations™. Customer satisfaction is of the utmost importance to Guest Reservations, and we want to
  make sure that we learn from your experience and improve our service.
  
  Guest Reservations is an independent travel network, offering reservations and exclusive
  deals for more than 100,000 hotels throughout the world. We try to make the hotel
  reservation process as easy as possible through our streamlined website that compiles the
  best rates from top suppliers on the best rooms.
  
  Customer satisfaction is of the utmost importance to Guest Reservations, and we want to make sure that we learn from your experience and improve our service. Just like when you book through a hotel directly, Guest Reservations must charge its customers for all applicable taxes, including any hotel taxes. 
  
  Further, by charging a service fee for all of its reservations, Guest Reservations is able to offer 24/7 customer support and operate as an independent travel network. To make sure that customers are aware of all fees and taxes, Guest Reservations clearly discloses the total amount and requires customers to click to agree to their credit card being charged and
  to acknowledge that Guest Reservations is an independent travel network prior to processing the completed reservation request.
  
  We understand that you were surprised that Guest Reservations was unable to
  cancel/refund your hotel reservation. As an independent travel network, we must follow the
  cancellation/refund policy for each hotel and have no control over whether an individual
  hotel allows cancellations/refunds or what the requirements are for cancellations.
  
  We also understand that you were surprised to learn that Guest Reservations is not affiliated
  with the hotel where you made your reservation. We are sorry to learn of this
  misunderstanding. Guest Reservations tries to be as transparent as possible in disclosing
  that it is an independent travel network, which is not affiliated with any hotel. On every
  phone call one and every one of its webpages, Guest Reservations proudly mentions that it
  is an independent travel network, servicing thousands of hotel properties worldwide.
  
  Despite our efforts to be as transparent as possible, Guest Reservations remains concerned about your negative experience. Your case is currently being handled by a Manager within our Customer Care department who will follow up with you soon. In the meantime, please do not hesitate to contact us to discuss how we can address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 03/20/2023

  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 did not offer any resolution except to say that it was under review by a manager. Until the manager responds with a proposed resolution, my view is that they have not offered any resolution at all.
  
  Regards,
  Complaint ID: 19579150
   
  
  
  
   

  Business Response

  Date: 04/07/2023

  Hello *******
  
  We hope all is well. We have verified that a refund was issued back to the original form of payment on 3/14. Please reach out to your financial institution if you have any additional
  questions or concerns. We value your business and hope you are pleased with the resolution
  we reached.
  
  Thank you.
  
  Sincerely,
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:03/09/2023

  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.

  I have proof of fraud being committed by this company. I have made my bank aware of this fraud, and was unable to come to a satisfactory resolution with this merchant. I am actively seeking legal counsel against the merchant. See attached evidence for this case.

  Business Response

  Date: 03/16/2023

  Hello ********, 
  
  We are sorry to hear that you had a negative experience with Guest Reservations™. Customer satisfaction is of the utmost importance to Guest Reservations, and we want to make sure that we learn from your experience and improve our service.
  
  Guest Reservations is an independent travel network, offering reservations and exclusive
  deals for more than 100,000 hotels throughout the world. We try to make the hotel reservation process as easy as possible through our streamlined website that compiles the best rates from top suppliers on the best rooms.
  
  We understand that you were surprised to learn that Guest Reservations is not affiliated with the hotel where you made your reservation. We are sorry to learn of this misunderstanding. Guest Reservations tries to be as transparent as possible in disclosing that it is an independent travel network, which is not affiliated with any hotel. On every phone call one and every one of its webpages, Guest Reservations proudly mentions that it is an independent travel network, servicing thousands of hotel properties worldwide.
  
  Despite our efforts to be as transparent as possible, Guest Reservations remains concerned about your negative experience. Your case is currently being handled by a Manager within our Customer Care department who will follow up with you soon. In the meantime, please do not hesitate to contact us to discuss how we can address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 09/15/2023

  Better Business Bureau:

  
  
  
  

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

  
  

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

  I firmly Reject the Business Response. 

  
  

  The business responded that a Manager would follow up, and no one ever did. When I call the business I am only met with automated responses. Is it possible to escalate this case to the next level? 

  
  

  Respectfully,

  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 19562002

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 09/18/2023

  Hello ********,
  
  We have confirmed with the customer service team that we have been unable to find a
  booking that matches your name or email address, therefore we have been unable to
  resolve your issue. You may want to check your purchase confirmation to confirm the
  booking service you used.
  
  As a next step, please contact our customer service toll-free number at (866) 266-3306 so
  that we can better assist you and work towards a resolution.
  
  Sincerely,
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:03/03/2023

  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.

  Booked a room online for Hampton Inn & Suites in West Allis WI. Website was deceptive in that by all accounts it appeared I was booking directly with hotel. Room rate was listed as 153.00 and as soon as I completed my booking it charged me 276.00. Called to discuss and they said I agreed to their fees. This is fraudulent and they will not credit my account.

  Business Response

  Date: 03/07/2023

  Hello *****, 
  
  We are sorry to hear that you had a negative experience with Guest Reservations™. Customer satisfaction is of the utmost importance to Guest Reservations, and we want to
  make sure that we learn from your experience and improve our service.
  
  Guest Reservations is an independent travel network, offering reservations and exclusive
  deals for more than 100,000 hotels throughout the world. We try to make the hotel
  reservation process as easy as possible through our streamlined website that compiles the
  best rates from top suppliers on the best rooms.
  
  Customer satisfaction is of the utmost importance to Guest Reservations, and we want to make sure that we learn from your experience and improve our service. Just like when you book through a hotel directly, Guest Reservations must charge its customers for all applicable taxes, including any hotel taxes. 
  
  Further, by charging a service fee for all of its reservations, Guest Reservations is able to offer 24/7 customer support and operate as an independent travel network. To make sure that customers are aware of all fees and taxes, Guest Reservations clearly discloses the total amount and requires customers to click to agree to their credit card being charged and
  to acknowledge that Guest Reservations is an independent travel network prior to processing the completed reservation request.
  
  We understand that you were surprised to learn that Guest Reservations is not affiliated
  with the hotel where you made your reservation. We are sorry to learn of this
  misunderstanding. Guest Reservations tries to be as transparent as possible in disclosing
  that it is an independent travel network, which is not affiliated with any hotel. On every
  phone call one and every one of its webpages, Guest Reservations proudly mentions that it
  is an independent travel network, servicing thousands of hotel properties worldwide.
  
  We also understand that you were surprised that Guest Reservations was unable to
  cancel/refund your hotel reservation. As an independent travel network, we must follow the
  cancellation/refund policy for each hotel and have no control over whether an individual
  hotel allows cancellations/refunds or what the requirements are for cancellations.
  
  Despite our efforts to be as transparent as possible, Guest Reservations remains concerned about your negative experience. Your case is currently being handled by a Manager within our Customer Care department who will follow up with you soon. In the meantime, please do not hesitate to contact us to discuss how we can address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care