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:10/22/2022

  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.

  My wife made a hotel reservation for a business trip where we planned to stay at the Crowne Plaza hotel in Melbourne Beach, Florida, where we have stayed multiple times in the past. As with many other prior complaints shown here, Guest Reservations intentionally makes it appear as though you're on the hotel's actual website when in fact you are not. Again, very deceptive and unethical business practice. Once I realized this I checked the rates on the actual hotel website and they were much lower than what we paid Guest Reservations. The day of our travel we had to cancel our trip for business reasons. I called Guest Reservations and they said we would be charged one day's cost for the room, which is consistent with the hotel's cancellation policy per their website. I checked shortly after cancelling the reservation and the Guest Reservation website said they charged us the full amount for four nights, which is $1383.26. We need a refund for the extra nights per what I was told by the company when we cancelled our reservation. This company is a scam and should be investigated and shut down!

  Business Response

  Date: 10/28/2022

  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: 11/02/2022

  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: 18299678

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:10/15/2022

  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 10/15/2022 I thought I was making a room reservation directly on the Hilton website as that was what I searched and the site said hiltonohare at the beginning. I booked a room (was on my mobile) that was posted as $239, and after I pushed submit I saw there was $141+ dollars in fees and taxes (over 50% the room price). I immediately called them and they said it was non-refundable, even immediately following the submittal. They said they could only take $47 off, but I am not hopeful that will go through. It was deceptive, every step of the way. They had Hilton all over the site, do not make the fees apparent until it is too late, put you on hold for 15-20 minutes, say it is impossible to reverse even though the purchase was still pending.

  Business Response

  Date: 10/20/2022

  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:10/07/2022

  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.

  Website address is listed as Hiltonloganboston.guestsreservations leaving you to believe it's the Hilton. Fee advertised was 170. I did not see anything regarding additional fees until I checked the email. I called the company explained the situation and was told no refund period and they hung up on me after I asked to speak with a manager. Full disclosure was not given

  Business Response

  Date: 10/12/2022

  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: 10/20/2022

  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: 18184798

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:10/06/2022

  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 October 3, 2022, my partner and I booked an overnight stay for 2 nights at Hampton Inn in St. Joseph, MO in early November 2022. We booked online, and we believed that we were booking directly with the hotel property, which showed $145.00 per night, which would be a total cost of $290.00. However, as soon as we clicked to purchase, the price charged to our credit card was increased to $410.64, (which was $289.02 for the room, and $121.62 for TAX RECOVERY CHARGES AND SERVICE FEES), and we noticed that the logo at the top of the screen was a business called Guest Reservations. We did not know that we were booking through a site other than Hampton Inn. We immediately called Guest Reservations to cancel and refund our booking, only to find out that the booking is non-refundable. We spoke with Customer Service, and were told that they will not refund our money. Subsequently, we went online and found pages and pages of complaints on this company from people who have been charged hundreds of dollars above and beyond the cost of their booked room. So many people are outraged that they cannot get a refund for their booking, and they believe they are being scammed. Nearly everyone has the same complaint as we do - you think that you are booking directly with the hotel company, but that is not the case. Also, you are not provided with a summary of your purchase cost before you click to accept, which affords them the ability to slap on outrageous fees for simply booking a room. We asked for a supervisor to call us but that has not happened. This operation obviously functions as a scam, and the fees are unconscionable. We have been charged $121.62 above and beyond our room rate!!! It seems that so many people are being ripped off by this company. It seems the company pays lots of money to appear at the top of Google searches, which makes the consumer believe that they are clicking on the actual hotel property to book a room, only to find out the truth later.

  Business Response

  Date: 10/12/2022

  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: 10/18/2022

  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 Guest Reservations is not an accurate explanation of their booking system.  As I stated earlier in my complaint, the person who is booking a reservation is unaware that they are in the Guest Reservations site, and believes that they are in the actual hotel site.  Additionally, Guest Reservations does indicate the cost per room per night, but then does not provide a "final cost of the reservation" BEFORE the credit card is charged.  Upon clicking to accept, the person booking has now been hit with, in our case, $60.00 per night additional charge when clicking to reserve the room.  There are hundreds of complaints online from people who have been scammed out of hundreds of additional dollars for booking their reservations through Guest Reservations, and then being surprised that they did so.  The fact is that nobody needs to book through Guest Reservations and pay these outrageous additional fees, but rather book directly through the hotel site and simply pay the normal taxes and fees.  I take exception to what Guest Reservations considers normal taxes and fees.  We are once again requesting that Guest Reservations cancel our booking.  We will never again book with and pay outrageous additional fees to Guest Reservations for absolutely no reason, and we are spreading the word to all friends and family to be aware of these unfair business practices.  In the future, we will make certain that we are exclusively on the hotel's website, or call them directly.    
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 18178140

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 11/02/2022

  Hello **********
  
  We hope all is well. We have verified with our customer service department that you were previously refunded for taxes and fees on 10/11, but as of today, 11/1, a full refund has been received by your financial institution. 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