Complaints

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

• Initial Complaint

  Date:03/15/2024

  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 is fraudulent. The link I clicked was identical to the quality inn and suites website. I clicked and it was still identical. It advertised the price of the hotel room THROUGH quality inn and only showed me that amount. When I confirmed payment it sent me to ANOTHER website that seemingly does not exist (hotel values.com) and charged me an additional $100 in”service fees” while never saying I had left a third party site as it was still passing as the quality inn website. Then I got my reservation from guest reservations. I had never access anything related to this, and they charged me without alerting this service fee or that I was really on a third party website, therefore committing fraud in several ways. I even got confirmations from two different names

  Business Response

  Date: 03/19/2024

  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. 
  
  We also 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 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 Car

  Customer Answer

  Date: 03/27/2024

  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.This company is being untruthful. There was absolutely hidden fees as the price I confirmed was $144 and the receipt and charge amount was then listed at $244. There was no option to cancel or approve once this amount was shown as it has already been submitted Regards, Complaint ID: 21441269    

  Business Response

  Date: 04/09/2024

   

  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:03/15/2024

  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 is deceptive and dishonest advertising. Business advertised a $129 hotel room, but didn't disclose the total amount or breakdown of fees until after card information is entered. Underneath where card information is entered, in the smallest of fonts, there's a script that says I'm agreeing to pay $196.61 for the room, then it's too late to stop the transaction. Even after I paid, there's still not a breakdown of what the fees are. I didn't think it would be a problem since I selected a refundable room, then I read the fine print and the room is not refundable. Totally dishonest and descriptive.

  Business Response

  Date: 03/19/2024

  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: 03/26/2024

  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: 21441242

  This response is a total lie.  I never received a total breakdown of charges, even after I paid.  When you check out of the site, there is a large font total of the advertised price, then the inflated total in a very small font on the bottom of the page. The total shouldn't be hidden under the submit button. Also, I selected a refundable reservation, but was told that it wasn't refundable.  These are both misleading business practices that need to be stopped! 

   

  Business Response

  Date: 04/09/2024

  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:03/12/2024

  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.

  On March 7, 2024 Japan time, I tried to book a hotel from May 17 to 22, 2024 on the official website, and when I searched for the hotel name on the web, the first thing that came up was The website "guestreservations" looked like an official website. The price of the room was listed there so I definitely booked based on that price (R4785112245). After the reservation, I found out that the "Tax Recovery Charges & Service Fee" was quite expensive.When I sent a message to guestreservations about the high fee, I received the following response. “To help clarify, this charge includes the estimated amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, but not limited to sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government-imposed service fees or other fees not directly paid to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation. All prepaid reservations that are posted on our website are fully visible along with all the subtotal, tax recovery charges and service fees. While we go to great lengths to adequately disclose the tax recovery charges and service fees we charge, we realize the process can sometimes be confusing.” I don't understand that all the details listed here were not completely displayed, and that the "estimation" was written in an abstract manner. Is the fee they hold to cover the cost of the reservation really that high?Isn't this a malicious scam? Or is my understanding naive and wrong? I would like to know if it is possible to get a refund or cancel my order. thank you in advance.

  Business Response

  Date: 03/14/2024

  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: 03/20/2024

  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. Hello.My name is ****** ****.Thank you very much for your efforts in responding to my complaint about the high service charge for Guest reservations.I emailed GuestReservations' customer center directly the other day and immediately received a partial refund.I find it strange that they originally said they would not refund any money, but they would refund a portion of the money just by informing them that the service charge was high.I was a little relieved to receive a partial refund, but the remaining service charge is still expensive.Since Guestreservations is not a reliable site, I would like to request a full refund of the service charge if possible, cancel the reservation made through Guestreservations, and strongly request to rebook on the official website.If it is not possible to cancel the reservation, I strongly request a full refund of the service charge.When I responded to a message from BBB earlier, I accidentally pressed the "proceed" button without providing any details, so I have written the details here.Thank you for your cooperation. Regards, Complaint ID: 21421034      

  Business Response

  Date: 04/02/2024

  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:03/04/2024

  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 thought I had booked through the Holiday Inn Express as many people have in the previous complaints. I called to cancel my reservations which was well within the cancellation policy of the holiday inn only to be sent to this company who is refusing to give me a refund. The reservations even states free cancellation. I am sick and unable to travel and they even charged my card through the holiday inn. They are being fraudulent with their name as Guest Reservations and posing as the holiday inn express. I would just like to have my refund for a service I did not get that fell well within the hotel policy cancellation.

  Business Response

  Date: 03/12/2024

  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 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:02/29/2024

  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 company charged over $100 as a fee for their service and didn’t receive a receipt for days. When you contact them they don’t identify themselves as any company, only “partnered with Priceline.” That is false. The reservation starts with “R” like Priceline’s but Priceline reps have never heard of the company. The correct charge that I agreed upon was $228.00 which includes taxes and other hotel charges but they charged $332.88. They said they would only rebate $34. The company is just awful

  Business Response

  Date: 03/05/2024

  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: 03/18/2024

  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. I have not received the $100 overcharge from guest reservations.com. I agreed to $198 plus tax but they charged $338. I would not have agreed to that ridiculous rate for the Peabody hotel for one night   **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: 21365968    

  Business Response

  Date: 04/02/2024

  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:02/25/2024

  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.

  Bait and switch, quoted price on Hotel reservation, I accepted the price, When the confirmation email came through there was an increase of 60% for costs unrelated to the hotel. Called and tried to cancel reservation, they said it would depend on hotel policy, which is cancel prior to 24 hours of reservation. Have put a hold on credit card. Will see how it boils down.

  Business Response

  Date: 03/05/2024

  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
  
  

• Initial Complaint

  Date:02/21/2024

  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 have the same complaint as many others with this business. The Google search for a particular hotel brought up GUESTSERVICES.COM as the first listing, and my total was listed as $305.00. It wasn’t until they sent my confirmation email that I realized they had added a $150.00 “service and tax” fee. This company needs to be stopped. Reservation number R4754903057

  Business Response

  Date: 03/01/2024

  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.
  
  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: 03/05/2024

  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.

  **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: 21329138

   

   

   

  Business Response

  Date: 03/22/2024

  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 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
  
  

• Initial Complaint

  Date:02/17/2024

  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.

  I made a hotel reservation with this company. I thought I was making it through Hampton Inn. We were heading the Memphis for a visit. When reviewed the bill, I saw that it included a $746.00 "Tax Recovery Charges & Service Fees" charge. I did realize that there would be some taxes & service fees but never saw that high of an amount charged. Also, this was NOT a resort so there were no Resort Fees. I called the reservation company & they said that the $746.00 was for taxes, service charges and cleaning fees that they had to pay the hotel for our stay. The Hotel Tax in Memphis is 3.5% so that fee should have been $42.48 for the days that we stayed and let us say it cost $20.00 / day to clean a Hotel Room. (The average is $16 - $18.00 and we NEVER used Housekeeping while we were there.) The total for cleaning would be $100.00 for the week. So this is a total of $142.00 for taxes and fees. This still leaves me with a total of $604.00 for service fees. I think that is exuberant. After I complained & said that I would report them, they said that they would reimburse me $200.00 within 10 days. I have NOT received that reimbursement. I then decided to call the hotel & discuss this issue with them. When I told them what I was charged they were shocked & laughed endlessly when I told them that I was told it was for fees, taxes & cleaning. The financial person also had me tell her manager so she could have a good laugh. I made my reservation on 9/5/23 for our trip to TN from 1/16 - 1/21 2024. Below is my res. info. Booking Ref. # 12136084397 Booking Confirmation # R4440013809 Jan 16 Tue US$243.40 Jan 17 Wed US$243.40 Jan 18 Thu US$242.44 Jan 19 Fri US$242.17 Jan 20 Sat US$242.19 Subtotal US$1,213.60 Tax Recovery Charges & Service Fees (See Details Below) US$746.06 Private Membership Total US$1,959.66 It also had this disclaimer: CC Disclaimer - This payment will be processed in the United States and will appear on your statement as "cci*HotelRes".

  Business Response

  Date: 02/27/2024

  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. 
  
  We also 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 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: 02/28/2024

  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 don't accept their resolution because they are still stating that the issue is not resolved and that there is a case manager handling it. I look forward to a final decision by this company. Thank you. Regards, Complaint ID: 21309784    

  Business Response

  Date: 03/09/2024

  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:02/14/2024

  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 so called company is a scam. They did the exact same thing to me that everyone else is complaining about. The fraudulently pretend to be a real hotel, the one you Googled online. They book you a room for the cheapest rate they can find online using Expedia or the like. Then, they charge the unknowing customer more than twice that rate. They pay the hotel the low rate and pocket the rest of your money. My credit card company is aware of this scam and has seen it before. All charges will be reversed by my credit card company once they are no longer pending. This company impersonates legitimate hotels and defrauds innocent people looking online for a hotel.

  Business Response

  Date: 02/22/2024

  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: 02/27/2024

  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.Capital One is familiar with these travel scams. They refunded my credit card in the full amount. Never once did the travel site indicate they were an independent travel company. In fact, when asked, the operator verified that I had Westin’s special event rate and that Westin’s policy had changed-that full payment was due at booking. He knowingly impersonated an agent working directly for Westin. Then, he booked my room using Expedia-that was later verified by the actual Westin hotel. This ‘business’ is a complete farce! **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: 21295677    

  Business Response

  Date: 03/09/2024

   

  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:02/13/2024

  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.

  Date of transaction: 02-12-24 Amount: $1407.44 Booking confirmation: R4734249171 Website appears to be the actual hotel but is actually a 3rd party booking platform that tacks on ridiculous fees and taxes. Have tried to speak to a supervisor multiple times and every time I am told there are no supervisors available. An ongoing theme I see in the complaints about this deceptive business. I was told I could try calling between 8am-5pm to try and speak to a supervisor, yet the company claims over and over on the BBB they are a 24/7 business - another lie. When questioned why I was charged so much in taxes I was told they could discount me $102. I stated that's not how taxes work. I stated multiple times I booked directly with the hotel and finally was told "oh this isn't the hotel this is a 3rd party site." Booking with this company is more expensive than booking direct - why would anyone willingly do that? They don't. Deceptive practices make it seem time and time again that you're booking directly with the hotel. The only way this matter will be resolved is a full refund. I do not want to work with this company, I don't trust this company, and I will call every single day until this is resolved.

  Business Response

  Date: 02/22/2024

  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 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