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:06/06/2025

  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 4/19/2025 I booked a room at the Yosemite Valley Lodge for 5/13 to 5/16 on the Guest Reservations website. I received a confirmation email from [email protected]. I became suspicious when a few days later I found a page on the Yosemite Valley Lodge website where you could check on your reservation. I put my name & reservation number in and it came up invalid. I called & emailed the number given to me in the confirmation 1(866)913-0695. I was told I had a reservation. I also called & emailed the YVL to ask if they had a reservation for me and they said they did not. I asked for a refund from hotelvalues, stating I thought it was fraud. There were alot of back and forth emails. I ended up going to Yosemite Park & stopped in the Lodge to see if I had a reservation. I was told I did have a reservation, but that it had been cancelled by the 3rd party booking agency on 11:20am on May 12. That was the day before I was due to arrive. I have printed receipts from the Lodge proving that the reservation was cancelled before I got there. I feel I am entitled to a full refund because I dod not receive what I paid for. The receipt from YVL doesn’t match the price I paid because Guest Res. upcharged me substantially.

  Business Response

  Date: 06/15/2025

  Hello *****  

  We apologize for the negative experience you had with Guest Reservations™ and want you to know that customer satisfaction is our top priority.

  We understand that you were surprised to learn that Guest Reservations is not affiliated with where you made your reservation, and we apologize for any confusion. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all our web pages and phone calls. We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.

  Our Customer Care department is currently handling your case, and a manager will follow up with you soon. In the meantime, please do not hesitate to reach out to us with any further concerns or questions.

  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 06/17/2025

  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 merely said they were looking into my case, so clearly, I do not want the case closed. Please continue to press them on why they cancelled my hotel reservation the day before I was due to check into my hotel.  

  
  

  **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: 23434143

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 07/07/2025

  Hello ****, 

  Due to the dispute you have filed with your financial institution in regards to your order, we
  have been unable to resolve this matter since the funds in question are effectively frozen
  until your payment provider makes a determination. Our team is ready to resolve this
  matter as soon as a ruling is made on the dispute you filed. We suggest you confirm with
  the source of payment used to pay for the reservation for updates.
  
  
  Please reach out if you have any additional questions or concerns. Thank you.
  
  
  Sincerely,
  Guest Reservations™ Customer Care
  

  
  

• Initial Complaint

  Date:06/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel reservation through guest reservations’ website for Maintstreet Motors Brewery & Hotel in Las Vegas on April 3rd, booking the stay for April 4th-6th. After I hit confirm booking, to reserve and pay for my stay, an error code window popped up stating that they couldn’t reserve my booking and to try again. After I hit the ‘ok’ button, it brought me back to a new blank reservation application page, where I had to type in everything again. I did and received a confirmation. The day of check in, I saw two pending charges on my card, which the next day both charges went through. I have been trying to get a refund for the duplicate booking generated by their website ever since. Everytime I call they say they are going to help and that they need to contact their hotel partner who oversees the refunds, but then I get an email that they haven’t heard back from them and that I won’t be receiving a refund. Please read the letter in the attachments that I typed out that better explains everything, because this texting block wouldn’t allow enough characters. I just want my $439.94 back. They even admitted that they can see on their end an error trying to book the first time, and a booking 1 minute later. Their website pushed it through creating the double booking. I’m not even allowed to speak to the people who are the ones responsible for approving the refund, and they can’t seem to get in contact with them majority of the time either. Now they are saying they need proof from the hotel that they didn’t get charged for both bookings which I provided.

  Business Response

  Date: 06/15/2025

  Hello ******,  

  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.

  Our Customer Care department is currently handling your case, and a manager will follow up with you soon. In the meantime, please do not hesitate to reach out to us with any further concerns or questions.

  Sincerely,
  Guest Reservations™ Customer Care
  

  
  

  Customer Answer

  Date: 06/17/2025

  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.Like I mentioned in my original complaint, GuestReservations always says that they are looking into it and then send me an email stating another reason why they can't refund me, which goes against everything they said prior. In the email I received from them, that I attached to this message, they stated that the hotel did not charge me for the reservation that was created in error by GuestReservations. Why they are wording it as in the "hotel didn't charge ME", rather than the hotel didn't charge for the error reservation or that they did not charge GuestReservations for it, is very frustrating and concerning, because they told me that they needed to confirm directly with the hotel that the hotel didn't charge for both reservations, even though I provided proof that the hotel only charged for the reservation that was used and not for the DUPLICATE reservation created in error by GuestReservations. Why they are stating that the hotel did not charge me, when I have told them over and over that the hotel never charged me and is not responsible for issuing the refund because they don't have my money, is beyond frustrating, because I am having to breakdown the process of how their company operates to their employees. The first lady that I spoke to when I called over a month ago, understood that the hotel is not the one who needed to refund me. The calls are recorded, go back and listen, go back and listen to all of the calls. You'll hear them say one thing and then on the next phone call it's something completely different. They requested information, I obtained that information and sent it to them, then they needed to personally verify that information, which they just did in the email attached, and yet, still no refund. After receiving everything they originally stated they needed, and I still haven't received approval for a refund. GuestReservations is the one who charged me twice and the hotel requested one payment from GuestReservations for one of the two reservations. Which means GuestReservations charged me for the reservation I created and for the reservation that was created in error by them. They paid the hotel for one of those reservations and then pocketed the second charge of $439.94 since the hotel never requested a payment for the reservation that was not used.GuestReservations can see that there was an error with a reservation and then 1 minute later a reservation was created. AGAIN, it is impossible for someone to type in all of their information to create a reservation in 60 seconds, especially if they are still trying to process why the last one didn't go through. The error message I received after attempting to book through them, stated that they were not able to reserve my reservation and it brought me to a blank reservation form for me to reenter everything again. However, their website lied and in fact they still created a booking reservation for me causing me to have a double booking and charging my card twice without my permission. This is misleading and I believe this is a form of fraud and a scam. Their website said they did not reserve my hotel room, creating me to start the process over, but in fact you did. This allows you to keep all of my money because of your no refund policy even for cancellations and no shows. But I never authorized two charges, it was forced and now I  just keep getting the run around, since GuestReservations claims they don't oversee refunds and that their hotel partner does but will never let me speak to them.After the error message, the error reservation was pushed through one minute later, the reservation that I made after retyping all of my information in again, went through two minutes after that. I don't know how much more proof you need. GuestReservations needs to reimburse me for their error, and then they can deal with getting their own money back from their 'Hotel Partner' not the other way around.   This is the run around I keep getting. I should not have to keep breaking this down to this company. It is common sense. The hotel did not charge me, GuestReservations is the middleman between me and the hotel. They charged me twice, one of the charges was because of an error on their end, they sent my money to their 'Hotel Partner', who then pays the hotel once they receive a bill from them. Since they only received one bill for one reservation from the hotel, the second charge of $439.94 that took from my account is still with their 'Hotel Partner'. Please stop asking the hotel to refund me. They do not have my money. GuestReservations, YOU DO, NOT THE HOTEL! If I need to report this to the Federal Trade Commission for Consumer fraud, I will. All I want is the money that GuestReservations took from me, that I did not authorize and that they are responsible for. If I need to keep escalating matters and keep calling daily to spend 1hr + each time I call reexplaining all of this, wasting my time and their time and money, I will. They need to do what's right and give me my money back, they don't need their hotel partners approval, they created the problem, and they need to fix it, instead of dragging me along, making excuses and putting blame on someone else for the reason why I'm not getting my money back. Write me a check and be done with it. I have broken down everything in multiple ways for them to hopefully get it this time. But I am not about to give up and call a quits on $439.94, and I know that's what they are hoping for, which is why I will report them for fraud and scamming if it needs to come down to that.
  **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: 23433964
   
  
  
  
   

  Business Response

  Date: 07/11/2025

  Hello *******  

  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help. Our Customer Care department is currently handling your case, and a manager will follow up with you soon. In the meantime, please do not hesitate to reach out to us with any further concerns or questions.

  
  Sincerely,
  Guest Reservations™ Customer Care
  

  
  

• Initial Complaint

  Date:05/17/2025

  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 November 24, 2024 I googled. Hoxton Hotel. Instead of the Hotel site coming up a scam website that mimics the hotel website came up. I booked a room. There was over 900 in non-refunable fees attached that did not show up on the charges until after I paid .

  Business Response

  Date: 05/20/2025

  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.
  

  Sincerely,
  Guest Reservations™? Customer Care

  Customer Answer

  Date: 05/27/2025

  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: 23345207

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:05/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room using guestreservations.com on 12/22/24 for Homewood Suites in Newark, DE. The stay is for May 2-4, 2025. I have a confirmation email that I booked a 1 bedroom 2 queen suite-. They assigned me an 1 king, which I didn’t realize until I got up to the room. The hotel didn’t have any of the room I requested available and had no record of that being the room I booked through guestreservations.com. I called GR the same evening I checked in (5/2), and they reached out to the hotel with no resolution. I asked for a refund because this room’s sleeping arrangements weren’t feasible for my family. They agreed & opened a case, but told me I would only get my refund if they got a refund from the hotel first. Since they are the business I bought from, they should be refunding me directly and they refused. I made other arrangements for some of my family, and kept the room; I advised GR I would be doing that- they did not tell me to NOT accept the room. I called back on 5/3 to check in, spoke to a new representative, and they told me I should not have accepted the room. They insist that they are not responsible and that I need to wait for them to get their money back from Homewood Suites first. This doesn’t seem right.
  Additionally, their website looks very similar to the hotel’s website. It’s designed so the consumer would think they are booking through the hotel’s website on the “guest reservation” page. I had no idea I was booking through a 3rd party- that’s my fault, but their site is deceiving.

  Business Response

  Date: 05/09/2025

  Hello ****** 

  thank you again for this information. Unfortunately, we do not have a reservation that matches the number provided. As a result, we consider this case closed on our end. Let us know if there is anything else we can assist you with. Thanks.

  Sincerely,
  Guest Reservations™ Customer Care
  
  

  Customer Answer

  Date: 05/15/2025

  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 have enclosed my correspondence with your business, my receipt on 12/22/24 for booking with you, as well as my call logs to Guest reservations.com where I spent an hour on 5/2 and 5/3 speaking to a representative at your business’s phone number.  When I call or write, your representatives are able to find my reservation- why aren’t you able to do so? 
  **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: 23283688
   
  
  
  
   

  Business Response

  Date: 06/02/2025

  Hello *****, 

  Thank you for your patience. As previously mentioned, the reservation was made through a different company, so we're unable to take further action on our end. If there’s anything else we can assist with, please don’t hesitate to reach out.

  Sincerely,
  Guest Reservations™? Customer Care

• Initial Complaint

  Date:05/03/2025

  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.

  They spoofed the ACTUAL hotels website I booked with (I almost always book direct) AND even charged it to the name of the hotel on my credit card. They attach themselves to the "Official Site" through Google search. When you click the link, it redirects you to their page, which is a spoof of the hotel's website.
  
  I booked a suite. I got here and had a "mini suite" booked in my name with a $300+ price difference. We realized on check in that was NOT our room and when they gave us the check-in paperwork, the price whoever booked this paid was over $300 cheaper than what I was charged. They added a fake phone number, email, and address to my reservation (I have attached a copy of the reservation they made fraudulently in my name). The room was booked with a MasterCard that wasn't even mine. We refused to sign our name (since that's clearly a card that doesn't belong to us, We couldn't check in with the reservation they made for us even if we wanted to). They don't send booking confirmations and if you call their customer service it says to "contact the hotel directly". It appears they hijack the official website link off of Google, redirect to their their booking page, which is an exact spoof of the hotels page. They then charge you, call and book under their credit card for a cheaper room that you didn't book and of pocket the rest. I have also attached a copy of the charge from my credit card statement, which they even make sure says the name of the hotel that is booked so that it appears valid. Since I wasn't able to check in, due to not being able to sign for the credit card that they booked under that didn't belong to me, they instead had to cancel that reservation and I had to be charged again to check in. I attached both the fraudulent charge and the two charges from the hotel for the rooms, due to our we booked only being available one night that I had to pay for a second time. We had to switch rooms, so we were charged twice)

  Business Response

  Date: 05/08/2025

  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.
  

  Sincerely,
  Guest Reservations™? Customer Care

  Customer Answer

  Date: 05/15/2025

  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: 23281962

    Please see attachment. The company is still refusing to provide a refund, because I initiated a fraud complaint with my bank. However, This is a process that takes up to 90 days to complete. This company should refund the money, at which time the bank could close out the complaint.

  
  
  

   

  
  

   

  Business Response

  Date: 06/02/2025

  Hello ******, 

  We appreciate your patience as we looked into this matter. Since there is an active dispute with your credit card company regarding this purchase, we are unable to take further action on our end. At this time, the case is considered resolved from our side, but we recommend following up with your credit card provider for any next steps. Please let us know if there’s anything else we can assist with. Thank you.

  Sincerely,
  Guest Reservations™? Customer Care

  
  

• Initial Complaint

  Date:04/30/2025

  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.

  April 30, 2025
  
  "Guest Reservation" spoofed the actual Westin Hotel Website and did not disclose the excessive fees and tax recovery added to the cost of the hotel rooms until after I provided my credit card information. Realizing then that I was not booking through the actual website, I quickly canceled the reservation 2 hours after the initial booking. A couple of days later, a charge appeared on my credit card for the $486 hotel reservation. I contacted the customer service department and spoke to a live agent who told me they would contact their "partner" and get a resolution in 24 hours. After two days, I sent an email with no response. The next day, I called back and was given the run around. After being "disconnected" and then calling back to be put on hold for long periods, I was finally told that I was denied a refund. Reinstating the booking was not an option either. I contacted the hotel, and they had no record of any room being booked or cancelled through "Guest Reservations".

  Business Response

  Date: 05/06/2025

  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.
  

  Sincerely,
  Guest Reservations™? Customer Care

  Customer Answer

  Date: 05/13/2025

  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. Thank you BBB for resolving this issue. This business only made attempts to resolve the issue because of the complaint filed. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 23269266
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:04/28/2025

  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 I was searching online for the Hyatt in Pittsburgh to make a reservation. I had previously searched and browsed the room options, and I now was ready to book. One of the top search results was styled exactly like the Hyatt website, including the pictures of the rooms. I booked on my phone thinking it was the Hyatt site. Immediately my bank’s fraud alert was triggered. When I checked the merchant ID in the alert, it said “HTL*HYATTHOUSEPITT,” which led me to believe it was the hotel, so I confirmed. When the confirmation email finally came, I couldn’t find a reservation number anywhere. When I clicked the link in the email to manage the reservation, I was directed to a website soliciting me to make a new reservation. There was no option to look up my reservation and no information on cancellation, and then I saw the URL was not Hyatt’s site. It was guestreservations.com. I’m concerned this scammer now has my payment information and personal information. I wil cancel my card.

  Business Response

  Date: 04/30/2025

  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.
  

  Sincerely,
  Guest Reservations™? Customer Care
  

  
  

  Customer Answer

  Date: 05/17/2025

  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: 23261567

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:04/21/2025

  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.

  Guest Reservations spoofed the site for the hotel I needed (traveling for business) and did not disclose added fees until after credit info was submitted. When I tried to submit my bill for reimbursement with my employer, the company failed to offer itemization and there is no way to get direct help, certainly no help with US local hotel tax information. They said they charge fees and include an estimate of the tax. None of this was disclosed.
  Their email assistance just sends me the same receipt (combined fees and tax), and they say I can call their 800 number, but there is no live assistant, only a recording despite repeating they are a US based company.
  I'm okay with taking the lesson, but I need an itemized tax line in the receipt so I can get reimbursement from my employer.

  Business Response

  Date: 04/28/2025

  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.
  

  Sincerely,
  Guest Reservations™? Customer Care
  

  
  

  Customer Answer

  Date: 05/08/2025

  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.

  This is just an acknowledgement with no intent of providing better service or support in the future.  I strongly discourage those seeking travel services to avoid this company. 

  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23231108

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 05/28/2025

  Hello ********* 

  We’re sorry to hear that you’re not fully satisfied. Please know that we take all feedback seriously and strive to ensure every client has a positive experience. Based on our records, this issue has been addressed, but if you have any additional concerns or need further assistance, we’re more than happy to help. Just let us know.

  Guest Reservations™? Customer Care

  
  

• Initial Complaint

  Date:04/20/2025

  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 03/02/25, I booked a reservation online with what I thought was the Hampton Inn and Suites Indianapolis West Speedway to arrive 08/29/25 and depart 09/01/25. The room was approximately $313 per night for 3 nights, for a total of (938.03). I chose the non-refundable option as my dates of travel had been confirmed. The charge on my Discover Card was $1403.61 - they added over $400 in hidden fees. I called them within an hour only to learn they weren't the Hampton Inn at all. The website I used appeared to be the direct site to make guest reservations for that location. I learned they were a third-party company called "guestreservations.com." When I called them, there was no option to speak to someone about a reservation already made. I had to use a different phone option. I spoke to Luis, Felicia, and Juan. I told each that I wanted to cancel because of the added $400 in fees (and thinking I was booking directly with the venue). They each took my info, and each one said they had to transfer me to another department. They just left me on hold. I called 7 times and was on the phone for a total of 90 minutes, no further ahead than when I had called the first time. So on the 8th phone call, I chose the option to cancel the reservation. I called, and the iBot processed the cancellation. I then made a reservation directly thru the hotel. You will see from the items attached that I thought I was paying for the price of the room for 3 nights, and also that this place represents itself as the actual hotel. They even send me email ads depicting that this is where you make the hotel reservations. I filed a complaint with Discover, and I found the company indicated "no contact was received via "Getaroom" customer service phone line" (now they are Hampton Inn AND guestreservations.com AND Getaroom). This company is defrauding people. They have my $1400, and I have nothing. That is a lot of money that I can't afford to lose. I am hoping the BBB can help me.

  Business Response

  Date: 04/23/2025

  Hello John and Linda, 

  Due to the dispute you have filed with your financial institution in regards to your order, we
  have been unable to resolve this matter since the funds in question are effectively frozen
  until your payment provider makes a determination. Our team is ready to resolve this
  matter as soon as a ruling is made on the dispute you filed. We suggest you confirm with
  the source of payment used to pay for the reservation for updates.
  
  
  Please reach out if you have any additional questions or concerns. Thank you.
  
  
  Sincerely,
  Guest Reservations™ Customer Care
  

  
  

  Customer Answer

  Date: 05/07/2025

  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 already sent them the information they needed indicating Discover's decision. A copy of the Discover letter is attached.
  
  
  
  
  Regards,
  Complaint ID: 23229004
   
  
  
  
   

  Business Response

  Date: 06/02/2025

  Hi John and Linda, 

  We are currently working on your case but we would like to request more information. Can you provide us with a letter from your financial institution on official bank letterhead confirming the chargeback has been resolved or rescinded?  Feel free to reach out with any further questions. Thank you.

  Sincerely,
  Guest Reservations™? Customer Care

• Initial Complaint

  Date:03/31/2025

  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 January 11, 2025, immediately after making a reservation through Guest Reservations website that looked like the legitimate Hilton hotel website for January 20th. I contacted the merchant by phone to inform them of an error caused by issues on their website that booked the hotel for the wrong dates. I was informed that no changes to the reservation, including adjusting dates or canceling, could be made without being charged the full amount.
  While attempting to correct the error, a second reservation for the exact same amount. Guest Reservations did not allow me to amend or cancel this reservation either, and imposed the same full-charge penalty.
  On January 11, 2025, I received text messages and emails from Guest Reservations offering the option to extend my stay. This was contradictory to what I was told earlier during the phone call—that I would be charged the full amount to make any changes.
  On January 28 and 29, 2025, I received a cancellation confirmation from Guest Reservations. Despite this confirmation, I was still charged for hotel rooms that I never checked into.
  3 cases were opened with my credit card company one of which was resolved, and I was refunded, however, for the other two (2 charges for $288.22=$576.44) the credit card company has closed the cases although it was the same issue.
  I was charged for hotel rooms that I was never checked into in a different state, and was repeatedly prevented from correcting, and canceling although it was at least a week prior to the reservation; all while the merchant

  Business Response

  Date: 04/04/2025

  Hello ******* 

  We are having trouble locating your information.  Can you provide our team with a reservation number beginning with the letter 'R'.  Thank you?

  Sincerely, 

  Guest Reservations™

  
  

  Customer Answer

  Date: 04/11/2025

  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 buissness in thier response requested a reservation number "Hello ******,
  We are having trouble locating your information.  Can you provide our team with a reservation number beginning with the letter 'R'.  Thank you?
  Sincerely, 
  Guest Reservations™"  

   

  The requested reservation numbers are is R5378065342 and the other reservation number since I received two is  R5378133415.

  
  

  **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: 23141593

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 05/08/2025

  Hello ******* 

  Due to the dispute you have filed with your financial institution in regards to your order, we
  have been unable to resolve this matter since the funds in question are effectively frozen
  until your payment provider makes a determination. Our team is ready to resolve this
  matter as soon as a ruling is made on the dispute you filed. We suggest you confirm with
  the source of payment used to pay for the reservation for updates.
  
  
  Please reach out if you have any additional questions or concerns. Thank you.
  
  
  Sincerely,
  Guest Reservations™ Customer Care