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:05/05/2024

  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.

  The company charged me an additional $112.30 in entirely undisclosed fees at the time of booking. The total displayed when I booked was $208.05. When I submitted my booking, only afterward was I shown and charged the additional fees. The malicious cancellation policy left me liable for $219.91 if I chose to cancel. I was charged a fee I didn’t agree to, and the only way out was to pay more than I originally was told. This is a sinister and devious scheme by the company to strong-arm someone into paying more than they agreed.

  Business Response

  Date: 05/08/2024

  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 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. 
  
  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: 05/14/2024

  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. I am unsatisfied with the response. The fee was not disclosed prior to booking - it was hidden until after I had agreed to the transaction and revealed only when the deal was done. This is deceptive and dishonest. This company intentionally hides the exorbitant fee it charges hoping customers will be dissuaded from fighting the charge due to their subpar customer service.  When I called to resolve the situation, I was left waiting 45 minutes on the perpetual promise of speaking with a supervisor who never came to the phone.  Regards, Complaint ID: 21669318    

  Business Response

  Date: 06/04/2024

  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:05/03/2024

  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.

  On 4/2/24 my wife booked a hotel through what she thought was the hotel's site. Guestreservations.com fraudulently makes themselves appear as though they are the actual hotel. Upon making this booking, we received no follow up information about the charges. No confirmation number, no receipt, and no information about cancellation policy. After a month of trying to contact them – I was told it was now too late to cancel the reservation without being charged almost the entire amount. I am seeking a partial refund of the $486.74 in additional fees that were not disclosed as their company's own fees until after it was too late to cancel.

  Business Response

  Date: 05/07/2024

  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.
  
  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 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: 05/10/2024

  Better Business Bureau:

  I appreciate being refunded the amount requested. Thank you.

  Regards,

  Complaint ID: 21663970
  

   

   

   

• Initial Complaint

  Date:04/26/2024

  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.

  Like many of the other complaints that I have seen on this website, I have been duped by Guest Relations. I made a Google Search for a Holiday Inn in Memphis. I later learned that the website that I came to was a duplicate of the Holiday Inn Website with the one exception, Guest Relations was added to the very top made too look like you were at a Holiday Inn Guest relations site. I made the hotel reservation with Guest Relations who was purporting to be Holiday Inn. When my I had to cancel my trip 2 months from now I contacted Holiday Inn only to discover that the monies that I paid had not gone to Holiday Inn, but to Guest Relations purporting to be Holiday Inn as part of their scam. I would like to have my $606.14 refunded ASAP. Per my pictures below they have made the slight change from the real Holiday Inn with "Reservation Counter" at the top with their fake site with "Guest Reservations" at the top. Not many persons would recognize this slight of hand.

  Business Response

  Date: 05/01/2024

  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.
  
  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. 
  
  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: 05/08/2024

  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.1.  Your note that I was informed at the time of purchase is not true.2.  My credit card account is still in an unresolved situation3.  When I made my complaint to the BBB there were 17 PAGES of complaints with situations exactly the same as mine, which leads me to believe that your company is purposefully mimicking hotel websites in attempt to take money from hotel customers.4.  You state that you follow cancellation policies of the hotel, however, when I contacted the Holiday Inn and IHG corporation, they informed me that it was their policy to refund monies to guests for rooms that were not utilized.  Yet when I contacted your company, your rep told me specifically that a refund was not part of the policy of your company.5.  And finally, I think that your company actions are so egregious that leaving my BBB complaint is important for customers who may see it in advance or who are having similar experiences.   Regards, Complaint ID: 21631114    

  Business Response

  Date: 05/31/2024

  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:04/13/2024

  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 tried to book a room at Hyatt Regency Orlando International Airport. I thought I was booking directly through the hotel but it was actually a third party called getaroom.com. I needed a room for July 12th and I pulled the room info. I noticed that it was only for 2 people so I updated the search for 4 people and it RESET THE DATE TO TODAY without any kind of notification. I did not request to reset the date. I completed the transaction for what I thought was July 12th. When I received the confirmation I saw that it was for today. I immediately called them to tell them their website reset the date but they told me there was "nothing they could do and I would have to rebook at ANOTHER $347!" This is deceptive practice and theft! This is not how a a website should work. I called Hyatt but of course was told that only the 3rd party company can make the change which, again, they refuse to do. This is outrageous practice. It seems they intentionally make their search reset with any change so they can steal money from people. They just stole $347.42 cents from me. Shame on them for this practice is this economy!

  Business Response

  Date: 04/18/2024

  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.
  
  
  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. 
  
  
  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 Car

  Customer Answer

  Date: 04/29/2024

  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. The company seems to believe that I am only complaining that they are not affiliated with the actual hotel.  That is incorrect.  That is a small part.  The main issue is that when I tried to change my search from 2 guests to 4 guests, it reset the entire search.  Instead of searching for July 12th, it reset for that day without any notification so it was booked for a day that I did not search.  When I reached out to the company immediately after, they did not want to help at all.  This is nothing short of a bait and switch tactic to cheat consumers out of money. Regards, Complaint ID: 21571905    

  Business Response

  Date: 05/09/2024

  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:04/11/2024

  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.

  Guest Reservations scammed me like this: 1. They pay Google to outrank the hotel itself, and present themselves as an "independent network." 2. I thought I was booking directly with the hotel. GuestReservations showed a price of $140, and then billed me for $200 a night. The difference was "taxes & fees." 3. When I asked the hotel why they taxes were so high, they said, "Talk to Expedia", which must own GuestReservations. The hotel was shocked that I paid so much per night for the East Norwich hotel on Long Island 4. The price from the hotel would have been $155 including taxes and fees.

  Business Response

  Date: 04/18/2024

  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. 
  
  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.
  
  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: 04/24/2024

  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. GuestReservations is a leech that preys upon travelers seeking to book directly with the hotel. Even the hotel staff was surprised at the rate charged, which was 30% above the hotel's price including local taxes. I would like to know who owns GuestReservations. The hotel staff said that the payment was going to Expedia. GuestReservations may be a ruse to prevent travelers from booking directly with hotels. GuestReservations provides no additional service: it exists solely to siphon customers away from hotel booking, and to add another 30% or more in fees to the same booking. GuestReservations is an opportunistic parasite that buys search terms under the names of legitimate independent hotels, increases fees to consumers, and probably underpays the hotels that would have earned greater revenue themselves. Regards, Complaint ID: 21560476    

  Business Response

  Date: 05/09/2024

  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:04/10/2024

  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.

  On 02/29/2024 I was searching for a hotel room for my stay in Sto. Dgo, Dom. Rep. I usually use Booking.com for my lodging services, however, the room I wanted at El Embajador Hotel was slightly above my budget. A friend suggested I go straight through the hotel as she had experienced a substantial price difference. I googled the hotel and the site came right up. Little did I know that even if everything looked as if it was the hotel site, it was really one of those 3rd party websites ( Guestreservations.com ) posing as the hotel that unfortunately I didn't realize until after I was deceived. The site kept advertising the DEAL OF THE DAY for $200.00 for my stay from 03/02-05/2024. I was so excited that I got a deal as Booking.com's price was $400.00 It asked me for my credit card information to finalize "THE DEAL OF THE DAY". I entered the information when suddenly I see a whoping $837.76. As I looked for an 800 number to call, I called several numbers only minutes after to no avail, they kept saying no refund. I decided to try and cancel the reservation that they said I could not cancel. I was able to do it and was sent a notice of cancellation via email. Even if just minutes had gone by they still would not refund me. I am so frustrated and disappointed that sites like these imposters try and get away with transactions like this. I'm a single mom with a child in college. I would've made a tuition payment for my son. I am a Medical Assistant for White Plains Hospital... I work very hard for my money. I can't afford a deception like this....it's not $20...it's over $800.00. I never stayed at the hotel and got better accommodations for less later on. through Booking.com. I am hoping that the Better Business Bureau can help me retrieve my refund of $837.76. I also hope that something can be done to protect other consumers so they are not hoodwinked by this site in this manner. I have supporting documents if needed. As I read the reviews, I see I am not alone.

  Business Response

  Date: 04/18/2024

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

• Initial Complaint

  Date:03/30/2024

  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.

  1. Overcharged for nights at a hotel because company refused to change reservation. 2. Overcharged for the tax recovery charges and service fees and provided no itemized information. 3. Lied to about the nature of the third-party hotel booking transaction and the relationship between the third party, the hotel, and an undisclosed partner.

  Business Response

  Date: 04/05/2024

  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.
  
  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: 04/16/2024

  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. I received this message, but this was the ONLY message I received from the BBB regarding my complaint about Guest Reservations. I have been travelling in the interim and have not had a chance to check my case within the BBB system. I request that this cans NOT be closed and that the BBB continue to pursue the matter on my behalf.After I filed the BBB complaint, I called the hotel to address my concerns. I asked that they help me adjust my reservation from 3 nights to 2 nights. The hotel tried to get my reservation changed with Guest Reservations, but without success. I received a message from Guest Reservations on April 4 regarding my attempt to change my reservation by reducing it by one night (see below). The message from the business received on April 10 is generic and does not address my concerns at all.I am owed one night refund as I did not stay for the full reservation and Guest Reservations refused to make changes to my reservation. In addition, the acknowledgement requirement the Guest Reservation representative discusses is miniscule and there are numerous complaints online about the conflation between the URLs of the third party site and hotel URLs. Transparency is not just about disclosure, it is about recognizable visual differences that CLEARLY convey that Guest Reservations is a third-party hotel retailer. And, unlike the email message below, Guest Reservations has not followed up with me. My existing complaint stands. My original complaint document is attached. Regards, Complaint ID: 21507492    

  Business Response

  Date: 04/22/2024

  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:03/29/2024

  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 booked a hotel online with a website purporting to be the actual hotel. They then sent me an email, with the hotel logo and phone number in order to upgrade my room, and when I called the hotel, they had no knowledge of my booking. Therefore, I have paid for the room and they will not offer me a refund.

  Business Response

  Date: 04/02/2024

  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

• Initial Complaint

  Date:03/19/2024

  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.

  Bait and switch with this company that I thought was Hampton Inn. The website looked totally like the real hotel. My confirmation emails were from "Hampton Inn" ...even the name of the charge on my credit card said HTL*HAMPTONINNBYHI. My husband broke his leg and I had to cancel the trip. This is when I found out that this was not a Hampton Inn that I reserved it through. I was flabbergasted at how this company is allowed a merchant account with these kinds of practices.

  Business Response

  Date: 03/26/2024

  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.
  
  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: 04/02/2024

  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. The company claims that they let their customers know they were independent from the hotel. I'd like them to show the BBB and myself where this was specifically called out and where I selected "agree to". If this information is buried in their terms and conditions then that's just bait and switch. Let me ask you, when was the last time you read Terms and Conditions of a website you thought was the legitimate hotel? Regards, Complaint ID: 21457515    

  Business Response

  Date: 04/22/2024

  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:03/17/2024

  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.

  This business is a scam. I was trying to see the pricing and accidentally booked because they do not disclose final pricing or their outrageous fees until after the confirmation is booked. I called promptly and they refuse to issue a refund. I have reported them to Google advertising because this scam showed as the top result in a Google research for the hotel. I am seeking a full refund.

  Business Response

  Date: 03/19/2024

  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.
  
  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. 
  
  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