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: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: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: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
  

  
  

• 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 30th I made an online reservation via Priceline for a room reservation for May 17 and 18, 2025 at Homes2 Suites. Hilton McKinney, Texas for a fee of $348.88. Hours after making the reservation I realized I had made a mistake in the dates and wound up contacting Guest Reservations, a third party that Priceline engages to handle the booking fees. I explained the situation, but they would not allow me to make changes to those dates. The Sales Rep then offered the option of cancelling the reservation. She said she would request a refund on my behalf. There was really no other option for me to take. So I had her go forward. On February 6th I received an email from her associate, Dhruv P. at Customer Care that my refund was denied. We had several communication about the situation but I was only sent multiple, duplicate form letters stating there was no recourse. I contacted my credit card company - Citizens Bank on that same day, and after submitting documentation their Fraud Department started an investigation. I also contacted an investigative reporter with NBC/WBTS Responds 928999, as they sometimes help with consumer complaints. We agreed to wait for a final outcome from Citizens. On March 24, 2025 Citizens Bank sent me a letter that they were not ruling in my favor, and the temporary hold on the fee had been removed. I then had a chat on the phone with my contact at NBC. I thought any contract made in the state of Massachusetts (Massachusetts State Law 48) could be cancelled within three business days (which it was) but she said this applies only to goods and services and nothing further could be done. I know I made a mistake but it seems like a very bad business practice to refuse to alter booking dates. Tacked on to the charge for two rooms was $120.82 for "service fees" what kind of operation are these people running?

  Business Response

  Date: 04/04/2025

  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

  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. **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. Guest Reservations sends ONLY their side of the story. I have seen their "supporting documentation" several times already. They make no mention of the fact that they offered to cancel my reservation and ask for a refund on my behalf. I had NO other options available to me, since the reservation dates were incorrect. They never offered me the option of fixing the dates, preferring to take my money and run. I was cancelling four months in advance. Under what circumstances would a refund have been approved? Was this not a reasonable request? I contacted the Better Business Bureau because I do believe you have received over 900 complaints against Guest Reservations and I felt justified in seeking a solution. This charge is going to appear on my credit card bill in about ten days from now and I feel this charge is totally and completely unjustified.   Regards, Complaint ID: 23141536    

  Business Response

  Date: 05/06/2025

  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:03/31/2025

  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.

  I filed the complaint last week and I needed to update this. On Friday March 28th, me and my Advocate, Liz Olson, from DEAF, Inc who helps people with hearing loss as well as disability (me), called the credit card company to follow-up on as to why they closed the case just because the merchant ( the travel agent) sent the non-refundable policy. What the bank failed to do is protect fraud protection. (which what they have??) Even though I explained that when I clicked on the hotel website directly, it was supposed to be the hotel website, not the 3rd party agency. Now, when me and Advocate spoke to CapitalOne, a customer service person, her name was Eleven. Also received a letter stating that my refund has been permanently received, then weeks later the CapitalOne credit card company took away the credit back? Eleven from the CapitalOne stated that the merchant told CapitalOne that I booked the Olympic hotel through Priceline, but I didn't. I Googled for an affordable room and found one at GuestReservations.com, which also had a header with the hotel name, Olympic Hotel. When me and my advisor and I tried to go on the website (March 27th), we were redirected twice: first to GetARoom.com, then to Priceline. This is what Eleven assumed I did, and quoted from, concentrating on what they, the 3rd party, sent to CapitalOne about the non-refundable deposit, which I was not aware of hidden Term and condition reading through the GuestReservations site. I also mentioned to customer service name Eleven at CapitalOne that i called the 3rd party agency to ask if i can change it but been told i couldn't and the 3rd denied that I called to make changes and requested to cancel so i can rebook it. But on the invoice, it says "modify" as if can change it?? I found out too late that those websites are scamming people; that's why I'm asking for help with reimbursement or dispute. It'd help assist with this please. Barbara Mesidor

  Business Response

  Date: 04/07/2025

  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 Answer

  Date: 04/12/2025

  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 credit card company didn't resolve it. The credit card company already closed the case. There's no dispute with the capitalOne credit card company. Regards, Complaint ID: 23139013    

  Business Response

  Date: 05/08/2025

  Hello ******** 

  Guest Reservations ™? would like to issue the refund, but cannot due to the dispute. Can you provide confirmation/proof from the credit card company that the dispute is closed so the refund can be issued? 

  Sincerely, 

  Guest Reservations™? Customer Care Team 

   

• Initial Complaint

  Date:03/26/2025

  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.

  March 26, 2025 RE: Guest Reservations - Reservation Confirmation #R5415222159 To Whom it May Concern, My name is ******* ******* Im deaf and hard of hearing as well i have disability and I am writing about a reservation made and charged to my credit card, last four digits of the credit card was used was 7072. My credit card was charged for $686.47 to HTL*OlympicHotel. I am writing to refute that charge as I was a victim of fraud. i filed dispute from the credit card company but wasn't resolved. The Case # is 250203170697048. On January 29th , I looked for an affordable hotel to stay online. When I found one, I clicked on the hotel website, and booked the affordable room. The next day I found out I chose the wrong date by mistake, and needed to change that date because it conflicted with an important medical appointment which cannot be cancelled. I called the number I booked from 1st (which was the travel agent but unknown to me), then I called the hotel directly, and then called the travel agent again. All I asked was to change the dates of the booking. No one could help me reschedule; I was told they couldn't, and I was told it's either show up orlost refund. I was actually shocked that no one would even bother to compromise. That's when I realized the guest reservation was deceiving and not connected with the hotel directly. Also,found out that the websites were scams. I attached the email from when I contacted the hotel directly and other supporting documents for my case and hope to dispute, to get my money back. Sincerely, ******* *******

  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: 04/07/2025

  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.
  
  
  
  
  Regards,

  Complaint ID: 23119898

   

   

   

  Business Response

  Date: 05/08/2025

  Hello ******** 
  
  Guest Reservations™ would like to issue the refund, but cannot due to the dispute. Can you provide confirmation/proof from the credit card company that the dispute is closed so the refund can be issued? 
  
  Sincerely, 
  
  Guest Reservations™ Customer Care Team 

• 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™?