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:02/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believed I was booking a hotel room on Hilton's website for the Hilton Garden Inn Downtown in Portsmouth NH - where there policy is no charge for cancellation up to 24 hours in advance. I was unknowingly redirected to Guest Reservations and was unaware it was a third party site. After the reservation was complete, I was emailed a confirmation with a policy that said I couldn't cancel after 2/5 (the same day I made the reservation). The next morning on 2/6 -- my plans changed and I called Guest Reservations to move the date of my stay -- not cancel -- and was told they would not do that because it was a nonrefundable booking. The email I received said nothing about changes - just cancelling. This business is a scam in general, but I've never not been able to move the date of a stay. If there was a fee for changing the date, that would be one thing but they are just taking my money outright for providing no service. Confirmation # 3335941032; Paid $260.43 including a ridiculously high service fee of $65.43.

  Business Response

  Date: 02/14/2023

  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: 02/16/2023

  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 business offered no solution yet. They said they would follow up. Until I understand what's to come from the follow up, nothing has changed. Appreciate you getting in touch with them. Thank you!
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,
  Complaint ID: 19343326
   
  
  
  
   

  Business Response

  Date: 03/01/2023

  Hello ****, 

  Customer satisfaction is very important to us and our customer support agents have addressed your issue. Your refund has been granted and we hope you are pleased with this resolution.  Thank you for your patience.

  Guest Reservations™

• Initial Complaint

  Date:02/06/2023

  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 booked a hotel stay for one night for a price of $85 on 1/25/2023. Once I hit "book now" it autopopulated an entire month's stay. An entire month for $3,647! I immediately called to cancel and was told that it is nonrefundable. I called the hotel and they had no record of the booking and was told by them that they cannot change bookings through a 3rd party site. I called back and said that my intent was to book for one night and they refused to talk to me and hung up on me. I canceled the reservation through a "Cancel Now" button in my email confirmation on the same day. Within hours of the initial booking. I received a cancellation confirmation email. Regardless, the $3,647 still posted to my account 10 days later.

• Initial Complaint

  Date:02/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was booking a reservation at the Rustic Inn in Moab Utah for my friends and myself. I booked my friends reservation 1st on what I thought was the Rustic Inn website.
  After paying for the room, the charge was nearly $100 more than the advertised price of $180. It was then that I noticed the website was not Rustic Inn, but Guestreservations.com. I immediatly called Guest Reservations to cancel and was told that the extra money was for fees and taxes and the representative on the phone went on to lecture me on the same. I told them again to cancel the reservation and am waiting for a refund on the credit card used.
  I called Rustic Inn ( who never heard of Guestreservations altho their website was "sponsored". I got the rooms needed at a reasonable price.
  Guestreservations misrepresented themselves as a sponsored website of the inn. The booking was made by them and processed thru bookings.com. with outrageous booking fees and a lack of transparency.
  I attempted to write a review of the site and was unable to do so. I am not sure where there 4+ stars come from

  Business Response

  Date: 02/14/2023

  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: 02/17/2023

  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 assist you, you MUST provide your view on the matter or your complaint will be closed as answered.The response made by Guest Reservations is a prepared statement used for all responses.  It does not provide any solution to the lack of transparency and excessive fees charged for utilizing Guestreservations.com.The price for the room is clearly published on the website.  Once selected, you are prompted to enter payment and perspnal informstion, then directed to confirm.  Once payment is made, the charge for fees also appears on the receipt.I would like Guest Reservations to publish charges up front before payment is made.  To publish fees only after reservation and payment is completrd is deceiptful and unethical.
  
  
  Regards,
  Complaint ID: 19336642
   
  
  
  
   

  Business Response

  Date: 03/02/2023

  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:02/05/2023

  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.

  Transaction date 5th February 2023 I mistakenly clicked on the Guestreservations website that was mimicking the Holiday Inn Express site I had intended to log on to. After entering my credit card information and completing the payment did I notice the high transaction amount. The fee was double what I usually pay. Several attempts to customer service to cancel the transaction have been unsuccessful. I have no choice but to now hope my bank reverses the transaction. There was clear deception from inception and predatory and unscrupulous behavior with this company. They should be investigated.

  Business Response

  Date: 02/14/2023

  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:02/03/2023

  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.

  02/03/2023 accidentally cancelled reservation (under duress) and called immediately after to re-instate the reservation or change etc. and there was NOTHING the company could do and they charge me in full. Their booking website is misleading and comes up at the top of the page when searching for a hotel's website.

  Business Response

  Date: 02/08/2023

  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: 02/14/2023

  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.
  
  The company said they will reach out to follow up on the matter but I have not heard from anyone yet. 
  
  Regards,
  Complaint ID: 19326876
   
  
  
  
   

  Business Response

  Date: 03/01/2023

  Hello ******* 

  Customer satisfaction is very important to us and our customer support agents have addressed your issue. Your refund has been granted and we hope you are pleased with this resolution.  Thank you for your patience.

   

  Guest Reservations™

• Initial Complaint

  Date:01/24/2023

  Type:Product 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 feel as though i was misled when i booked the reservation. I thought it was booking directly with holiday inn and then after i booked i saw it was not. I also saw i made an error on the dates so i immediately called to make the change. Essentially they told me i can’t make a change or cancel without an unbelievable fee. I was flabbergasted. I just booked the reservation. They charged me $1279 with a fee of over $300 included in this. I told them i made a mistake. They told me they called the hotel and cancled one of the nights but it is not canceled and now my reservation doesn’t show in their synsten at all. I tried to contact customer service numerous times to no avail or help. I feel like i was duped. This company is a fraud and not customer friendly at all.

  Business Response

  Date: 01/28/2023

  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.
  
  
  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: 02/03/2023

  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.  This is their blanket statement they use for all complaints.  

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 18887228
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:01/21/2023

  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.

  Predatory company has set up their website to impersonate legitimate hotel website. Does not disclose charges or policies until after booking. Text is grey on grey background to defraud people and prevent the consumer from seeing the posted content that they use to say the customer agreed to charges they did not agree to and to say they disclosed information they keep purposefully hidden from the consumer with the predatory website design. I was fraudulently charged for a non refundable reservation and had to dispute the charges with my credit card company. This is illegal and this company should be prosecuted for fraud.

  Business Response

  Date: 01/25/2023

  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: 02/03/2023

  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: 18877147

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:01/13/2023

  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 attempted to purchase a hotel reservation at Graduate Nashville and somehow was directed to Guest Reservations website. (Reference number Guest Reservations - Reservation Confirmation #R3947057966)
  
  The amount the hotel was supposed to be for one night is approximately $270 but their company charged me additional funds after collecting my card information. They do not specify their cancelation policy until after you buy which is also deceptive. The reservation was created 1/13/23 and the confirmation email says "Reservations after 1/12/23 cannot be refunded", which is extremely deceptive to only provide after the service is booked. I contacted customer service and they refused to connect me with a supervisor.
  
  The resolution I am requesting is a refund.

  Business Response

  Date: 01/22/2023

  Hello ******,

  
  We are sorry to hear that you had a negative experience with Guest Reservations TM .
  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 TM Customer Care

  Customer Answer

  Date: 01/30/2023

  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: 18809351

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:01/04/2023

  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 recently tried booking at the Hampton Inn Livermore. I got the confirmation email and got this response “Miraluna, your reservation has been prepaid and is fully guaranteed.”
  
  Here are the details of my booking.
  
  Booking Ref. # GO19550214-21153210-A(US)
  Booking Confirmation # R3924656066
  
  Mar 4 Sat US$167.13
  Mar 5 Sun US$167.13
  Subtotal US$334.26
  Tax Recovery Charges & Service Fees (See Details Below) US$133.55
  Amount Paid US$467.81
  
  HOWEVER, I called the hotel directly and they said there is no reservation under my name, under the reference number, or under the booking confirmation number. This is a complete scam. I want a full refund. I called customer service and was given a case number and told to call back tomorrow. I called back after 24 hours and they hung up on me. After calling again, the person said to call again in 24 hours. I’ve called the hotel and they said it should not be taking that long to show up in their system so they told me I was probably scammed. I want my full refund! Plus this “fee” that was added AFTER I clicked submit is outrageous. I never agreed to paying the extra $130 for a service fee when the total price should have only been $300. I have a picture of what it stated for the total price in green and that is not what it showed up on my credit card bill.

  Business Response

  Date: 01/10/2023

  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.
  
  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: 01/21/2023

  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.
  The company does not explain why they charged my account beyond what was shown in the total listed as “fees.” This was after I already clicked submit that this hidden fee was added. The reservations are also under a different credit card number so they can pocket the money. They’ve also listed their name as Expedia which is false. 
  However, they have given me a full refund but the company does not explain their errors. 
  
  
  Regards,
  Complaint ID: 18680530
   
  
  
  
   

• Initial Complaint

  Date:12/19/2022

  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.

  As with thousands of others, this conpany is running a scam and collecting money for providing a service which they absolutely are not. They copy the websites of the hotel chains including logos, list themselves as "Guest Reservations" of that particular hotel so that customers think they are booking directly with the hotel. Then when you go to confirm the reservation, it pops up at the bottom of the screen a "service fee" that is half again the price of the room. At that point it is too late to stop the reservation, and all their reservations say non-refundable. You call them and speak to a rude "customer service" agent who says basically too bad, you agreed to those fees and they can't do anything about it. They refuse to let you even talk to a manager. The credit card companies also are unable to work with them.
  What is fraud here is that they are representing themselves up front as being part of the hotel chain, so customers in the website think they are booking directly with that hotel. Nowhere on the reservation before you actually book, do they mention a service fee, it only pops up in fine print it the bottom of the page as you submit the reservation.
  
  I have spoken with several hotel chains who are trying to get their website taken down, due to so many customer complaints about the copying hotel chain logos and passing themselves off as guest reservations for that hotel. Nowhere in their information do they say affiliation with Priceline or Priceline as the parent company--- if they were required to note that, it would alert more customers to their multi-million dollar scam!

  Business Response

  Date: 12/30/2022

  Hello *****,

  
  We are sorry to hear that you had a negative experience with Guest Reservations TM .
  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 TM Customer Care

  Customer Answer

  Date: 01/09/2023

  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. Their comments are complete lies and they offered nothing for their deception. No one has tried to contact me.  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: 18612253

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 01/25/2023

  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