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Business Profile

Travel Agency

GuestReservations.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Complaints

Customer Complaints Summary

  • 975 total complaints in the last 3 years.
  • 364 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/16/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a reservation through this company and 30 minutes later I had to cancel. This was on October 23. They have promised reimbursement but it still has not happened. I contact them just about every day!

    Business Response

    Date: 12/20/2022

    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.

    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:12/05/2022

    Type:Billing Issues
    Status:
    Answered
    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 tried to book the Hampton Inn, Bluffton SC & was led to this website. Several times I asked if this was the actual Hotel, to which they replied this was Guest Reservations and they would be happy to help. I had no reason to believe I wasn't speaking to an affiliate of the hotel chain. They actually remarked that the 'online Websites" charge extra fees, and that covers sales tax and hotel fees. I had no reason to believe I was not speaking to the correct individual. My charge card was charged $696.00 for three days, when the actual bill came in today the total for the three days was $378.54. I was over charged $318.00. This is fraudulent and I am considering filing criminal charges. I gave them an opportunity to correct and this company said the hotel shouldn't have shown me the actual charge!

    Business Response

    Date: 12/08/2022

    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 also understand that you were surprised to learn that Guest Reservations is not affiliated
    with the hotel where you made your reservation. We are sorry to learn of this
    misunderstanding. Guest Reservations tries to be as transparent as possible in disclosing
    that it is an independent travel network, which is not affiliated with any hotel. On every
    phone call one and every one of its webpages, Guest Reservations proudly mentions that it
    is an independent travel network, servicing thousands of hotel properties worldwide.

    Despite our efforts to be as transparent as possible, Guest Reservations remains concerned about your negative experience. Your case is currently being handled by a Manager within our Customer Care department who will follow up with you soon. In the meantime, please do not hesitate to contact us to discuss how we can address your concerns.

    Sincerely,
    Guest Reservations™ Customer Care

    Customer Answer

    Date: 12/14/2022

    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."Guest Reservations":You are continually missing the point.   I ASKED TWICE "IS THIS THE ACTUAL HOTEL?"   Did anyone respond no? You were misleading.  I am a HILTON HONORS member and there was no reason to believe I wasn't dealing with someone who deals in many reservations "worldwide"A service fee of $318.00 for a five minute phone call is EXORBITANT.    I repeat my actual bill was $378.00 you charged $696.   I wasn't buying tickets for a Taylor Swift concert. I would like to settle this.  Please respond with what you are willing to do.   Be fair for once.Hampton Inn stay Nov 30-Dec 3. 2022
    **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: 18522894
     



     

    Business Response

    Date: 12/31/2022

    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 also understand that you were surprised to learn that Guest Reservations is not affiliated
    with the hotel where you made your reservation. We are sorry to learn of this
    misunderstanding. Guest Reservations tries to be as transparent as possible in disclosing
    that it is an independent travel network, which is not affiliated with any hotel. On every
    phone call one and every one of its webpages, Guest Reservations proudly mentions that it
    is an independent travel network, servicing thousands of hotel properties worldwide.

    Despite our efforts to be as transparent as possible, Guest Reservations remains concerned about your negative experience. Your case is currently being handled by a Manager within our Customer Care department who will follow up with you soon. In the meantime, please do not hesitate to contact us to discuss how we can address your concerns.

    Sincerely,
    Guest Reservations™ Customer Care

GuestReservations.com is NOT a BBB Accredited Business.

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