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:03/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was trying to book a hotel room through what I thought was Wyndhams website directly. I was going to complete the reservation when I noticed alot of fees that were more than just taxes. I then realized that this was a 3rd party and so I closed out the window. A few minutes later I received a confirmation email stating that the room had been booked. I immediately cancelled the reservation and thought that was the end of it, only to find out that my card had already been charged 239.76. I called customer service only to be told there was a no refund policy on cancellations. I tried to explain that I had NOT completed the reservation so my card should have never been charged nor should it have gone through. I received the same response that this company Guestreservations.com does not give refunds. This company is a scam.

  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

• Initial Complaint

  Date:03/01/2023

  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.

  Today March 1, 2023 I accidently purchased a nonrefundable stay for the wrong dates. Reservation number 11122457397. Amount 169.97.
  I clicked the back button and it changed the dates. I only had 10 minutes for my new rate so I acted quickly. When I noticed it was the wrong dates the transaction had already been processed. I called immediately to rectify the situation and was told nothing could be done. They transaction had barely processed they could have reinstated my money but didn't. I would like a refund.

  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.
  
  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.
  
  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: 03/14/2023

  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.I called the company the day of the transaction two times and both times asked to speak to a manager and the person I spoke with would not connect me with a manager. I asked the second person if they dealt with complaints often, and they said no this is the first complaint. When you search the company online you'll see there are many complaints against this company and their poor customer service, which means this was probably not true, unless it was their first day, which I doubt. They are clearly trained to avoid conflict by giving you regurgitated answers and talking in circles, and to avoid connecting you with a manager. I do not believe anyone will call me and try to resolve the issue and if someone does they will give me the same run around I got before. They do not care about my satisfaction, they just want to keep the money they took from me and pretend they don't know how to refund a transaction. 
  **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: 19521182
   
  
  
  
   

  Business Response

  Date: 03/28/2023

  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:02/27/2023

  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.

  When I attempted to reserve a hotel room with Hampton Inn, I was deceived by the Guest Reservations Network website impersonating Hampton Inn. When the reservation was booked for the wrong date, they refused to change or refund the charge.
  
  This is a third party scam machine.

  Business Response

  Date: 03/02/2023

  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.
  
  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

• Initial Complaint

  Date:02/25/2023

  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 2/24/2023, at approximately 10pm I clicked on a room advertised at 248 dollars at Hilton Mesa Doubletree. The website said the deal was a limited time offer and began a timer. I filled out the information and didn't press anything. I talked to my wife for a second about going. A timer suddenly popped up when I looked back and moved quickly to expired saying the deal was no longer valid and so I didn't know what to do. I panicked, and pressed the button. It then alerted me it had been booked, but they added nearly 100 dollars in fees for the service to put it at 342.70 dollars. There was not adequate time to read any terms and conditions provided. I immediately called two minutes after booking the room and said I was unaware of the price hike and wanted to cancel and get a refund. I didn't want that hotel. They said they could cancel but not refund me any money, that in the terms and conditions, which I had to read within the a timered webpage, they had said the price was 100 dollars more expensive and non refundable under any circumstances. I don't even know where the terms and conditions were located.

  Business Response

  Date: 02/28/2023

  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 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

• Initial Complaint

  Date:02/22/2023

  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 reserved a hotel online using GuestReservations.com on Feb 17, 2023. I had intended to search hotel rates for Howard Johnson hotel in Anaheim, CA. The Google search landed me on howardjohnson/guestreservations.com. I had thought I was searching rates through the actual Howard Johnson site. I found a rate for $323 for a 3 night stay and a banner across the top said it had free cancellation available until 6pm March 12, 2023. I entered my credit card information and the purchased the reservation. After purchase, I received an email stating that the hotel reservation was prepaid for $1382.07 and that the reservation was nonrefundable. This total and the policy of the reservation was not disclosed to me at the time of purchase. I immediately called my CHASE credit card, the service agent advised me to call back after the charge had posted to my credit card account. I called the number on the bottom of my "confirmation email" from Guest Reservations and I was advised the reservation was nonrefundable but that I could cancel, change, or keep the reservation. I did not make a selection at that time. I called CHASE back on February 22 and CHASE stated they could not initiate a dispute until I cancelled the reservation. I called GuestReservations back to cancel the reservation and immediately received a cancellation confirmation. Then I called CHASE back and they said that since GuestReservations had a policy of this reservation being nonrefundable, they could not help me with a dispute. I then called Guest Reservations back and they said that the cancellation could not be reversed and that I absolutely could not get my money back. I called Howard Johnson and they said I actually had had a legitimate reservation for the dates I had initially paid for but that it was now showing as cancelled. I am now out $1382 with no reservation OR ability to get my money back. Guest Reservations at this point has only offered to refund me $200.

  Business Response

  Date: 02/28/2023

  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
  
  

  Customer Answer

  Date: 03/08/2023

  Better Business Bureau:

  
  

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

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 19448098
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:02/21/2023

  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.

  This company impersonates the hotel, baits you to click on the hotel issued rate and flips the rate after you checkout. This is a bait and switch, predatory company who charges almost $300 in fees on top of a rate double the hotel rate and does not disclose until you have checked out (hotel total should have been $400 and this total was $865). The customer service department does nothing to offer a refund for this way of business (which is disgusting). I spoke to 3 representatives and 1 supervisor. I was told by 2 of the 3 reps I was not allowed to speak to a supervisor. They have done nothing to help except to say they had to cancel my reservation in order to look into refunding. So there is potentially no room for me and no refund. This is an abhorrent way of doing business. This company should be shut down.

  Business Response

  Date: 02/23/2023

  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
  
  

• Initial Complaint

  Date:02/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  02/20/2023 this company mimicks the holtels website on google and is very deceptive. They purposely pose and come up first when googling the hotel name and city. Their website, including colors and pictures are exactly like the hotel website and unless you go very slow, you would never notice. They charged $100 more per night than the hotel. I didnt realize until i got the confirmation email and the name was different. I called and they said no refund. They put me on hold for 15min and then told me the best they could do is knock off 10%. Lesson learned. Preying on hardworking people just trying to make a hotel reservation for college tour with their kiddo. Every dollar matters and they dont care.

  Business Response

  Date: 02/23/2023

  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

• Initial Complaint

  Date:02/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 16, 2023, I was interested in making hotel reservations for two ocean front balcony rooms for three nights (June 26, 2023-June 29, 2023) at the Hilton Garden Inn Outer Banks/Kitty Hawk. I Googled the name and location of the hotel and clicked on the top web link in the Google search thinking I would be taken to Hilton’s website. Instead, I was taken to a website operated a company called Guest Reservations.
  
  In researching the advertised hotel rates for my stay on Guest Reservations’ web page, I observed that Guest Reservations’ advertised rates for the rooms I wanted were $367 per room per night. I decided to book my reservation. Immediately, upon receiving my email receipt for the rooms from Guest Reservations I knew something was not right. I realized that I was not conducting business with Hilton directly and, most importantly, I noticed that the nightly charges that I was charged were significantly higher than the $367 nightly rate that I had agreed to pay. The total amount charged to my credit card was $5,921.98 which amounts to a room per night charge of approximately $987.
  
  After speaking with a Guest Reservations’ customer service representative who was unable to help me, I began reviewing the email receipt that Guest Reservations sent me concerning my hotel stay. The receipt contained a web link that was titled “MANAGE YOUR RESERVATION.” I clicked on the web link and it took me to the website of another company called Getaroom.com which is associated with Priceline.com. Getaroom.com’s website gave me the option of cancelling my reservation. I decided to cancel my reservation but Guest Reservations/Getaroom.com is insisting that I pay for my reservations.
  
  I do not believe that I should be held financially liable for Guest Reservation’s credit card charges because (1) Guest Reservation’s business practices are fraudulent and (2) continuing to hold me liable for the changes is inconsistent with Getaroom.com’s Terms and Conditions.

  Business Response

  Date: 02/23/2023

  Hello Jason, 
  
  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

  Customer Answer

  Date: 03/01/2023

  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: 19435015

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:02/13/2023

  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 the reservation on January 24, 2023 in the amount of $593.36
  My sister thought they were booking directly to Doubletree Hilton so she assumed the cost is $123.34 per night x 3 with taxes or around $ 368.52
  When she checked the credit card billing on February 12, 2023, we were surprised that we were charged $593.36 (they charged us taxes and service fees of $224.84 on top of the daily rate)
  We requested a breakdown but the company will not provide - they only provide us 10% discount
  We want a reasonable service fees like 10 to 12% (not 60%)
  Please also investigate that the company's name is deceiving - GuestReservation - you thought that you are booking from the hotel guest reservation portal.
  Thanks for the help

  Business Response

  Date: 02/15/2023

  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.
  
  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: 02/26/2023

  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 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 need the breakdown on the fees and charges how it came up to 60% of the total hotel charges - we called and requested from Guest Reservation, they advised that they are unable to provide a copy - is this what you call transparency?
  
  
  Regards,
  Complaint ID: 19399901
   
  
  
  
   

  Business Response

  Date: 03/13/2023

  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:02/10/2023

  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.

  Booked one room online, but they confirmed two rooms. I went to the front desk and told them I only needed the one room and wanted a refund for the second one. I called Guest Reservations and explained but they kept hanging up on me or disconnected me. No One ever got back to me when I left them my information.

  Business Response

  Date: 02/15/2023

  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.
  
  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