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:06/16/2024

  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 showed a room rate of $121 per night, then charged me $171.00 per night. I did not authorize this amount. I called and they refused to refund me my money.

  Business Response

  Date: 06/20/2024

  Hello ****** 
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  We understand you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 
  
  As an independent travel network that works with 100,000 hotels worldwide, we're required to follow each hotel's cancellation policies, which unfortunately means we don't have complete control over the customer cancellation process. 
  
  Despite our efforts to be transparent, we value your input, and our Customer Care team is handling your case and will follow up soon. Let us know in the meantime if we can do anything else to address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  The Business insists the fees were adequately disclosed and they were not.  There was no disclosure of the price difference prior to inputting credit card info.  They deliberately mislead consumers by listing only the $121 rate and not clearly disclosing additional fees.  They also deliberately hide the amount of the service fee by combining it with taxes and other fees.

  **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: 21856840

   

   

   

  Business Response

  Date: 07/30/2024

  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.
   
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:06/08/2024

  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.

  Per our 6/7/2024 @ 1:23 pm HST email with BBB Hawaii **** *****, Honolulu, Hawaii and **** ******* in Denver, Colorado, we have been asked to contact you to provide documentation and related documents concerning Guest Reservations (GR) in hopes of obtaining a full refund of $2,587.66. My spouse and I are writing to express our dissatisfaction and frustration with this company when planning for our first trip to Tokyo, Japan, from January 23 – 28, 2025 on Monday, June 3, 2024. We believe Guest Reservations, which we genuinely believe we were on the website of Hotel Gracery Asukusa, uses deceptive, abusive, fraudulent, unethical, and dangerous practices with consumers who are sincerely attempting to make room reservations. These include: 1. Misleading/deceptive practice of sending us charges that were added to an incomplete booking on Monday, June 3, 2024, this after we opted out of the process. 2. The extra charges that were added at checkout to our recent booking were revealed after the fact. 3. When we initially made the booking based on budget-friendly hotel articles and related research results, we were under the impression that the total price displayed on the website was the final price. However, after we completed the payment, we were shocked to discover that additional charges had been added to our total bill, significantly more than we were led to believe. We believed the total amount of stay for five (5) nights to be less than $400 total when in fact, it was revealed to us after the process, that it was $385.12 x 5 = $1,925.60 + Tax Recovery Charges & Service Fees: $662.06 for a grant total: $2,587.66 Guest Reservations – website guestreservations.com) is ensnaring customers with one price allowing them to complete that purchase before it disclose the consumer’s extra fees and related charges, which is a direct violation of our right to clear and transparent pricing. It claims to be transparent but it is anything but. Please help us, BBB. ******* ****

  Business Response

  Date: 06/12/2024

  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 under the impression that Guest Reservations was affiliated with the hotel you booked. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all of our web pages and customer communications.
  
  
  We understand you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 
  
  
  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: 06/18/2024

  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: 21822010

   

   

   

  Business Response

  Date: 07/03/2024

  Hello ****** 

   

  Our customer support agents are working to resolve this issue, and we thank you for your patience at this time.

   

  Sincerely,

  Guest Reservations™ Customer Care

• Initial Complaint

  Date:06/04/2024

  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.

  This website impersonates the hotel and offers free cancellations on two screens before booking. Then when you click the booking, they CHANGE the policy to say it is non-refundable. I was not sure we would be going so I was very careful to select a cancelable reservation. I did not read the change in policy when I clicked the final button as I was not expecting the policy to change, having seen it differently on two previous screens. They never even notified the hotel that I had cancelled when I cancelled the reservation just a few days after making it.

  Business Response

  Date: 06/12/2024

  Hello ***** 
  
  We're sorry to hear that your experience with Guest Reservations™ wasn't up to par. As a company, we take customer satisfaction seriously.
  
  As an independent travel network that works with 100,000 hotels worldwide, we're required to follow each hotel's cancellation policies, which unfortunately means we don't have complete control over the customer cancellation process. 
  We understand that you were under the impression that Guest Reservations was affiliated with the hotel you booked. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all of our web pages and customer communications.
  
  We do our best to be transparent about policies and make sure they're clearly stated on our website. But we want to work with you on the issues you raised. We've passed your case along to a manager in our Customer Care department, who will follow up with you soon. In the meantime, please do not hesitate to contact us and let us know how we can address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:05/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was only price checking for a hotel room through Radisson.com but the first page offered $199 per night but when I checked for availability on the next page, I entered my credit card number but as I checked over the form carefully, discovered that they had added an additional $165 in "fees" which is well above Utah's tax rate so I erased the credit card # and did not book with the Radisson. I then back out of the page and cleared the history on my phone. Shortly there after I got an alert from Citibank that there was a charge for $564.91 to Guest Reservations which I immediately disputed and requested that it not be paid. When I arrived at the hotel they told me that they had been paid by Guest Reservations and by Hotel.com. I had not gone to any "Guest Reservation" site but apparently they had a facade website impostering as "Radisson.com". See the attached letter for further details that I have filed with Citibank and the FTC against Guest Reservations. I have also filed a police report. Checking online, Guest Reservations has a wide spread problem with their business practices. Just to reiterate, I did not book with them and I did not received products or services. I did pay through Hotels.com for the services I did receive.

  Business Response

  Date: 06/06/2024

  Hello *******, 
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  We understand you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 
  
  We understand that you were under the impression that Guest Reservations was affiliated with the hotel you booked. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all of our web pages and customer communications.
  
  We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
  
  We are sorry to hear that there was an error with your booking and want you to know that we understand how frustrating it can be to have plans disrupted and want to make things right for you. Our team is currently reviewing your case and will work to find a solution that meets your needs as soon as possible.
  
  Despite our efforts to be transparent, we value your input, and our Customer Care team is handling your case and will follow up soon. Let us know in the meantime if we can do anything else to address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 06/17/2024

  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. That is nice gesture from Guest Reservations to refund the fees and taxes.However, I didn't book the hotel in the first place.  I did not check into the hotel and I didn't receive any services or products.  This charge was stolen from my Citibank card.I did pay for a hotel that weekend, also on my Citibank card, BUT I DID NOT PURCHASE OR RECEIVE ANY SERVICES FROM GUEST RESERVATIONS AND EXPECT A FULL CREDIT.Sincerely, Regards, Complaint ID: 21774127    

  Business Response

  Date: 06/25/2024

  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.
   
  Guest Reservations™ Customer Care
  

  
  

• Initial Complaint

  Date:05/28/2024

  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.

  During March 2024, I was looking for a hotel for my family on my phone. I searched on my phone for the hotel that I wanted to stay at on the Google search engine and found what I thought was the hotel’s own website. However, I later learned that it was the website for guestreservations.com. The URL looked like it was the actual hotel’s website and the look and feel of the website was deceptively made to resemble the actual hotel’s website. I searched for a room and was shown a room for $179. I started the enter my information and was never shown a different cost amount for the reservation until after I was asked for my credit card information. I expected to be shown the total amount before my card was charged and booking finalized. The website then took me to another screen where it asked me to verify my credit card and then pushed an account verification code by text to my cell phone and asked me to enter it into their website. I thought this was odd and it wasn’t until this screen that I was presented the total of $252.45 and it became clear that they added $73.45 of fees to the reservation, which was 41% of the original reservation amount. I never finished verifying my credit card and there was an option to click “Back” to exit the reservation process. I clicked the back button with the intention of exiting the reservation process and not continue with it. After selecting the back button, the website said that my reservation was successful. I never intended to book the reservation and guestreservations.com forced the booking and generated a paper record without my consent. I immediately called the guestreservation.com customer service number and explained that I had tried to exit the reservation and not proceed with it but the customer service representative refused to assist or cancel the reservation. I explained to them that their website and buy flow was very fraudulent and deceptive. I was misled by their website.

  Business Response

  Date: 06/06/2024

  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 under the impression that Guest Reservations was affiliated with the hotel you booked. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all of our web pages and customer communications.
  
  We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
  
  We are sorry to hear that there was an error with your booking and want you to know that we understand how frustrating it can be to have plans disrupted and want to make things right for you. Our team is currently reviewing your case and will work to find a solution that meets your needs as soon as possible.
  
  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: 06/12/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.The business did not provide an acceptable response and proposed no resolution and simply stated that the case is being reviewed.  This is not a proposed resolution and therefore, I cannot evaluate the response.Guest Reservations was not transparent in its business practices and in its buy flow process.  It was not transparent about their fees until after collecting credit card information.  The fees were not displayed for view prior to requesting credit card information.  I was given an option to exit the reservation process without booking the reservation, but the business forced the transaction to create a paper trail.  I demand a full refund. Regards, Complaint ID: 21770238    

  Business Response

  Date: 07/02/2024

   

  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:05/23/2024

  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.

  Same complaint as others, we booked a hotel on their website and then cancelled because we could not go. We got an email immediately that "we were cancelled, and that our refund was processed and that we had to wait 2 weeks for it to appear on our credit card". That never happened, they never refunded it. Repeated calls and complaints and they said they refunded it but it never happened, Then they refunded the money to my credit for an hour and withdrew the refund, so now it looks like it never happened.

  Business Response

  Date: 05/29/2024

  Hello ****** 
  
  We're sorry to hear that your experience with Guest Reservations™ wasn't up to par. As a company, we take customer satisfaction seriously.
  
  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: 06/05/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. The business response above is only that they will look into it. This is more than a week old, there isn’t anything to look into, I canceled my reservation and they are not refunding my money. It is that simple. Regards, Complaint ID: 21752530    

  Business Response

  Date: 06/25/2024

  Hello *****, 

  We have confirmed with the customer service team that we have been unable to find a booking that matches your name or email address, therefore we have been unable to resolve your issue. You may want to check your purchase confirmation to confirm the booking service you used. As a next step, please contact our customer service toll-free number at (866) 266-3306 so that we can better assist you and work towards a resolution.

  
  
  Sincerely,
  Guest Reservations™ Customer Care
  

  
  

• Initial Complaint

  Date:05/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for a room while I was trying to navigate away from the page. I did not intend to book the room and I didn’t ask to. There is no customer service to speak of and no refunds are available. I now find that many many people are having similar issues with this company and I’m really surprised they’re still allowed to be in business.

  Business Response

  Date: 05/18/2024

  Hello **** 
  
  We are sorry to hear that there was an error with your booking and want you to know that we understand how frustrating it can be to have plans disrupted and want to make things right for you. Our team is currently reviewing your case and will work to find a solution that meets your needs as soon as possible.
  
  
  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:05/10/2024

  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 3 night stay at Inn Marin in Novato, CA to spend time with my daughters for Mother’s Day 2024. I booked my stay through guestreservations.com On the site it said $126 per night plus a code of GRL235 for an additional $25 off. That should have totaled $353 plus tax. I just looked at my bank account. I am being charged $592.81 total! That is 57% in TAX. I called directly, they refused to help me!

  Business Response

  Date: 05/18/2024

  Hello ********** 
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  We understand you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 
  
  As an independent travel network that works with 100,000 hotels worldwide, we're required to follow each hotel's cancellation policies, which unfortunately means we don't have complete control over the customer cancellation process. 
  
  Despite our efforts to be transparent, we value your input, and our Customer Care team is handling your case and will follow up soon. Let us know in the meantime if we can do anything else to address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 05/24/2024

  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: 21695675

   

  Your business practice is totally unacceptable and inappropriate.  I know exactly what the hotel charges.  You charged me over 54% above and beyond. I NEVER agreed to that!  
  If I was unwilling to pay $533 why would I pay you $594?  Nothing about what you did was transparent or above board.  I was completely conned.  

   

  Business Response

  Date: 06/25/2024

  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.
   
  Guest Reservations™ Customer Care
  

  
  

• Initial Complaint

  Date:05/07/2024

  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 May 5, 2024 I used guest reservations to book a hotel room in Orlando. I filled out all the tabs on their website and went to submit the reservation. Their website stated Error and unable to process the request, and advised to submit again. So I resubmit the page for a second time and receive a confirmation on the website stating it was booked this time. Then when I look at my bank statement I see two charges for $280.42, less than two minutes apart. I check my email and observe two bookings and that both times went through, even though the website stated the first booking attempt did not go through. I contacted the company and canceled the second booking as it was clearly a mistake. The company advised they have a no refund policy and nothing they can do. I asked to speak to a supervisor and upon him getting on the phone he hangs up on me before I can even speak to him, so I called back and spoke to another representative. This representative said they will contact the hotel and if they agree to refund the room they will reimburse me as all of this was done the same day. Than I receive an email stating Guest Reservations contacted the hotel and the hotel advised they would not refund me and the hotel canceled the room. This was a lie, as I called the hotel afterwards and was told they were never contacted and both rooms are still booked under my name for the same date and time. The hotel advised as it was booked through 3rd party, that Guest reservations would have to cancel it and the hotel would be ok with refunding the room due to it being a double booking. They double checked accounting and guest services at the hotel to ensure they didn’t miss any communication from Guest Reservations, and confirmed they did not get any request or any other forms from Guest reservations in regards to my booking. I Filed another complaint with Guest Reservation for a cancellation and refund and have not had a response yet. I am Asking for a refund for the double booking for $280.42.

  Business Response

  Date: 05/09/2024

  Hello ****, 
  
  We are sorry to hear that there was an error with your booking and want you to know that we understand how frustrating it can be to have plans disrupted and want to make things right for you. Our team is currently reviewing your case and will work to find a solution that meets your needs as soon as possible.
  
  
  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:05/06/2024

  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.

  Like everyone else complaining, I regrettably used this website to book a hotel and was charged an extra “service” charge that was deceptively not shown on the total when checking out. I’m sure this is technically legal and there is no recourse in the US as far as I can tell for people like me to get refunded. And ultimately it’s on me for not checking into this company before doing business with them. But what they do is intentionally misleading and should be illegal. Don’t take my word for it, just look at the number of complaints lodged against them.

  Business Response

  Date: 05/08/2024

  Hello ******* 
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  We understand you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 
  
  Despite our efforts to be transparent, we value your input, and our Customer Care team is handling your case and will follow up soon. Let us know in the meantime if we can do anything else to address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care