Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/26/2025

  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.

  Guest Reservations made it look on line like I was booking directly through Hotel Indigo, a property of IHG. When I went to cancel the second reservation (for the return) they informed my I had to cancel 5 days ahead of time. This is NOT the policy of IHG of which I am a member.

  Business Response

  Date: 04/02/2025

  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: 04/08/2025

  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.

  I asked for a refund due to the VERY deceptive cancellation policy of Guestreservations.com. Also, they are VERY deceptive in making you think you are booking directly with the hotel. In my case via IHG of which I am a member. I also would like to make the IHG organization aware of my very poor experience with Guestreservations.com as it impacts their image.

   

  Regards,

  
  

  **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: 23118306

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 04/25/2025

  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.
  

  Sincerely, 

  Guest Reservations™? Customer Care

• Initial Complaint

  Date:03/25/2025

  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 made this reservation on Jan 10th. We are going to Cabo for my sons senior spring break. I have plane tickets for the whole family and had this reservation. I got a confirmation email for the reservation and there is a button on that email that says “manage reservation”. We decided to try and upgrade our room to see if there was a larger suite. I was on the website from the link from the email and It seemed like I had to cancel the first room in order to change to a new room. When I did this by accident, without any warning it popped up that my reservation was canceled.
  
  I called immediately (uplaoded phone records) to explain that I did not want to cancel and that I was trying to upgrade the room. I spoke to someone who told me that the reservation was non-refundable and there was nothing they could do. I explained that I didn’t want a refund I just wanted the reservation not cancelled and they said that since it was already cancelled there was nothing they could do.
  
  I called the hotel and they said there was nothing they could do because I made the reservation through a third party. If you go on the hotels website and click “reserve now” they actually send you to this third party for booking…so unbeknownst to me the only way to actually book through the hotel is to call them by phone.
  
  The reservation company then sent me an email (uploaded) that says I’m trying to get a refund on a non-refundable booking. I emailed them back and said no, i never wanted a refund I just wanted my reservation re-instated. They again said there was nothing they could do since I canceled it on the website.
  
  The amount of the reservation is $3143.44. I would NEVER just give this money to a company when I have plane tickets booked and am still going.

  Business Response

  Date: 03/28/2025

  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: 04/02/2025

  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.
  
  There was NO resolution offered so I'm very confused as to what they think the "resolution" is.  They contacted me by email and said:Dear **** *****,We are unable to reinstate the booking once it's canceled.  And our hotel partner has confirmed this policy as well.Due to the circumstances we will reach out to our hotel partner once more to try and renegotiate a waiver of the penalty on your behalf. Please note, however, that a waiver is still not guaranteed. We’ll keep you updated as soon as we receive a response.Regards,Consumer RelationsOther than this email, which is NOT a resolution, there has been no resolution offered as they stated in their response with the BBB.
  
  
  Regards,
  Complaint ID: 23116012
   
  
  
  
   

  Business Response

  Date: 04/22/2025

  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:03/25/2025

  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.

  On February 3, 2025 I booked a 3 night stay at the Hyatt hotel in Clearwater, Florida for our family's spring break vacation in April. I wanted to book directly with Hyatt, instead of a third party booking provider. When I googled Hyatt hotel in Clearwater, the first site that came up was Guest Reservations Hyatt hotel. The website looked like the hotel website, and nowhere did it say this was a third party booking website. I legitimately thought I was booking through Hyatt directly. When I booked my reservation the site asked for my credit card #, never disclosing that my credit card would be charged right away. The next morning I decided to cancel my reservation, less than 24 hours after booking. In order for me to cancel, I had to agree to their terms and conditions, if I did not agree, I would not be able to cancel. I checked a box, agreeing to terms and conditions, and once I clicked to cancel, I received an immediate message that the cancellation fee is $1248 on a $1500 booking!!!! This was the first time the cancellation fee was communicated to me. This company has found a way to trick people into thinking they are booking directly from the hotel, then directly charge their credit card the full amount of the stay, and charge a $1248 cancellation fee without any previous warnings. This is predatory behavior with unethical and most likely illegal cancellation fees. When I called the company to request my cancellation fee to be reimbursed, they said I clicked the terms and conditions and therefore agreed to this fee. When I disputed my purchase with my credit card company, they told me that because I agreed to the company's terms and conditions, which i was forced to in order to cancel, they can charge me whatever they want. All hotels have a 24 hour cancellation policy typically with no fees, why are third party booking agents not required to follow the same rules? When I reached out to Hyatt they told me they have no cancellation fees.

  Business Response

  Date: 03/28/2025

  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: 04/10/2025

  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.
  
  Hello,I would like to reopen case # 23115203. Guest Services did not refund the full amount that they owe me. Guest Services charged me a cancellation fee of $1286.62 for a $1574.80 hotel booking, which I canceled within 24 hours.  I booked the hotel on 2/3/2025, and canceled on 2/4/2025 for a 3 night stay at the Hyatt in Clearwater Florida beggining on 4/2/2025 through 4/4/2025.  In order for me to cancel my reservation,  I was forced to click and accept the terms and conditions. As soon as I canceled,  I received an email notifying me that I was charged a cancellation fee of $1286.62.  I reached out to the company several times asking to refund my cancellation fee. I even offered to rebook through them to have the cancellation fee waived. They did not oblige.  When I disputed the charge with my bank JP Morgan Chase, the bank told me they couldn't help me because I agreed to the terms and conditions, which I was forced to agree to in order to cancel. When I filed a claim with BBB, several days later, Guest Services sent me an email saying they will refund a portion of my cancellation fee, which they did in the amount of $430.66. But they still owe me $855.96. I would like to continue this matter until they refund me the rest. Thank you.Sincerely,
  
  
  Regards,
  Complaint ID: 23115203
   
  
  
  
   

  Business Response

  Date: 04/15/2025

  Hello ****** 

  Our customer support agents are working to resolve this issue, and we thank you for your patience as we get a resolution for you.

  Sincerely,

  Guest Reservations™?

  
  

• Initial Complaint

  Date:03/24/2025

  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.

  Booked a reservation with this company back on March 3, 2024 for a 5 day event. Cancellation policy stated I had until June 20th to make changes or cancel the reservation. I called on June 19th and asked for the reservation to be cancelled. I was told the refund would be received between 7 and 10 days after that date. Forwarded my finances to my accountant to find that refund was never received. Tried contacting their customer service department. Cannot get through and there is no email address to contact. It is past the time frame for me to file a complaint with my credit card company.

  Business Response

  Date: 03/28/2025

  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: 04/02/2025

  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.  I am still awaiting a mailed refund check, but assume they will be sending in good faith.
  
  
  
  Regards,
  
  
  Complaint ID: 23108767

• Initial Complaint

  Date:03/24/2025

  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.

  Complaint Against GuestReservations.com – Deceptive Cancellation Fees
  
  Date of Incident: [Date of Booking]
  Amount Lost: $4,606.16
  
  I booked a hotel room through GuestReservations.com, which clearly advertised "Free Cancellations" as part of the booking policy. However, 8 days after I booked and 5 months before my reservation date I cancelled and was charged a $4,606.16 cancellation fee—despite the promise of free cancellations.
  
  This is a clear case of false advertising and deceptive business practices. The company misrepresented its cancellation policy to induce a sale, then refused to honor it. I have attempted to resolve this issue through my credit card provider (RBC Visa), but my chargeback request was denied.
  
  I am filing this complaint to warn other consumers and request a full refund due to the misleading nature of the transaction. I urge your agency to investigate GuestReservations.com for deceptive practices and hold them accountable.
  
  Desired Resolution: Full refund of the $4,606.17 cancellation fee.
  
  Supporting Documents Available Upon Request.
  
  Thank you for your time.
  
  
   

  Business Response

  Date: 04/01/2025

  Hello ******** 

  our customers are important to us and we’d like to help. We looked into this matter and found that your case has been put on hold due to a credit card dispute placed on this purchase. Once this has been resolved with your credit card company, we will resolve this issue as necessary. Thank you.

  Sincerely, 

  Guest Reservations™

  Customer Answer

  Date: 04/04/2025

  Thank you for your response to my complaint. While I appreciate that you consider your customers important, your reply does not address the core issue: the deceptive nature of your website and the outrageous $4,606.16 cancellation fee imposed on my $6,056.05 booking. I mistakenly believed I was booking directly through the hotel’s official website due to the misleading design of GuestReservations.com, only to discover it was a third-party service with exorbitant penalties not clearly disclosed upfront. Attempting to cancel the very next day—well before my May stay in Belgrade—should not result in losing nearly two-thirds of the total cost.Your statement that my case is on hold due to the credit card dispute with Visa does not resolve this matter. I will not be canceling my Visa inquiry, nor will I withdraw from pursuing any other litigation or consumer protection avenues, unless and until the full $4,606.16 cancellation fee is reimbursed. This fee is unreasonable and disproportionate, and I believe it reflects unfair business practices that misled me as a consumer. I urge GuestReservations.com to issue a full refund promptly to avoid further escalation of this dispute.I look forward to a meaningful resolution rather than a delay tactic. Thank you.Sincerely
  
  
  
  Regards,
  Complaint ID: 23107537
   
  
  
  
   

  Business Response

  Date: 04/25/2025

  Hello ******** 

  Our records show that your account has been refunded. See the attachment.  Feel free to reach out if you have any further issues. 

  Sincerely, 

  Guest Reservations™? Customer Care

• Initial Complaint

  Date:03/22/2025

  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 March 18, I booked a hotel room at Hyatt Arcade Cleveland through what I thought was the Hyatt’s own website. The reservation wasn’t until March 16 -18 of the following year (2026). I realized within hours of reserving that I picked the wrong type of room and called the same day to cancel for a refund. Guest Reservations (the site I actually used to book) denied my refund of $735.39. I also tried for a refund through their third party service web Beds who also denied me.

  Business Response

  Date: 03/26/2025

  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

• Initial Complaint

  Date:03/12/2025

  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.

  "Guest Reservation" spoofed the actual (Belgian) 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. Thus significantly misleading the customer.
  
  I cancelled the reservation within 4 minutes of making the reservation, yet "Guest Reservations" has refused and continues to refuse to reimburse me the amount paid because this was a "non-refundable reservation" -- which only existed for 4 minutes.
  
  Extremely disappointing and misleading, and according to the Texas Deceptive Trade Practices Act, illegal.

  Business Response

  Date: 03/20/2025

  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

• Initial Complaint

  Date:03/10/2025

  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 2/7/25, I booked a stay at the Santa Clara Marriott. Due to the way that the Guest Reservations website is modeled, I was under the impression that I was booking directly through the Marriott. The terms of the reservation advertised “free cancellation.”
  
  On 2/22/25, I called the hotel directly, and they did not have a record of my booking. After much confusion I provided them with my confirmation number, and they informed me that it did not match the confirmation numbers generated by their hotel. I was fooled into thinking that I booked directly through them and not a shady third party site. Since the initial reservation had a link to cancel with “free cancellation” I did that. When I never received a refund, I contacted Guest Reservations, who told me they would reach out to the Marriott. After several days they responded that the Marriott denied my request and that they are subject to hotel policies.
  
  I called the Marriott once again and spoke to management, who are adamant that they have not collected any money in reference to my booking. They have not been paid, they do not have my card information. I keep calling and emailing Guest Reservations telling them that I know they are being dishonest about the charges in order to pocket my money. They keep responding with the exact same message which reads:
  
  “We reached out to our hotel partner the middleman in between and requested a one-time courtesy cancellation to waive the penalties associated with your booking.
  
  Unfortunately, the hotel partner has denied the request, and we will not be able to secure a waiver on your behalf. We haven't received any response that they agreed to refund us for the booking they charged us in full amount for this reservation”
  
  The Marriott has informed me on multiple occasions that this is a lie, yet Guest Reservations refuses to respond with anything else. I am getting nowhere trying to resolve this with them as they keep blaming the hotel for a refund being denied.

  Business Response

  Date: 03/14/2025

  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: 03/21/2025

  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. 
  

  Initially, they agreed to refund $559.23. They told me it would take 5-7 business days to post to my account. When this time passed and I did not receive the refund, I contacted them by phone and was told by Angel F. that they would not issue the refund because I had previously filed a dispute with my bank against them. 
  

  I asked to speak to a manager which they refused but said one would call me back in 1-2 hours. I was expecting a call from Rhoda. This call never came, and furthermore they have now been ignoring my emails for several days. 

  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23043146

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 04/16/2025

  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:03/05/2025

  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.

  Guestreservations.com is a scam. The site masks being the hotel’s website and puts the hotel’s name in their URL so it appears to be the hotel’s direct website. They advertise the hotel’s advertised rate and do not disclose tax or fee amount. When you click RESERVE NOW they add nearly 50% in resort and service fees. I booked with a hotel I stay at 5-7 times a year (and ALWAYS through the hotel site) and the $78 rate which typically costs $90 was $133. I immediately called to cancel - citing they dis not disclose fees as required. Was told no refunds and only a $13 credit could be issued. There are laws regarding advertising taxes and fees. This company did not disclose any

  Business Response

  Date: 03/10/2025

  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: 03/13/2025

  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: 23024833

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:03/03/2025

  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.

  On March 1st, I booked a hotel reservation through Guest Reservations, a website masquerading as the official hotel’s site, leading me to believe I was booking directly with the hotel. The advertised price claimed to be "inclusive of taxes and fees," but this was misleading. The total charge was higher than the listed price, including an $847.58 "service fee."
  
  Two days later, I contacted the hotel to verify my reservation and was informed they had no record of my booking, contradicting Guest Reservations' claim that my reservation was guaranteed. My total charge was $2,558.09, yet no reservation had been made.
  
  When I raised this with Guest Reservations, they advised me to cancel, stating that this was the best course of action and that once I cancel, they would then contact their hotel partner to ask if they are willing to waive any charges. However, they have already made it clear that if I cancel, they will keep the entire room rate and most of their exorbitant service fee, returning less than $200 to me.
  
  This is a predatory practice—they are misleading customers into canceling under the false pretense that it will help recover their money, when in reality, it ensures Guest Reservations keeps nearly the entire amount.
  
  Their claim that my reservation "may not show up until a few days before my stay" (which is almost three months away) is absurd. A guaranteed reservation should be immediately confirmed and visible in the hotel’s system. This is not a reservation.
  
  Guest Reservations’ practices are deceptive and unconscionable, charging exorbitant fees for reservations that do not exist while misleading customers into cancellations to keep their money.
  
  I am seeking a full refund of $2,558.09

  Business Response

  Date: 03/06/2025

  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