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: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
  
  

• Initial Complaint

  Date:02/07/2024

  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.

  Went to google to renew my weekly booking at Suburban Studios in Arvada, Colorado. Googles first option was guestreservations.com/suburbanstudios.... So i clicked and found my style of room for $53 per night making the total before taxes $371 which was about the same i initially paid last week. So i put my card info in assuming i would be directed next to a summary of charges but instead i was immediately charged $607 without ever being told a total. The hotel clerk confirmed that they only retained $407 of that. I went through the terms ans conditions and it also did not show the amount of thier fee so there is no way i could have known it would be $200 especially considering that no other booking website charges such an outrageous amount to book. They mascarade as the hotel's reservation site, do not provide a summary of charges and their fee is far above an acceptable amount for what an automated booking program service provides. Its not like a human being reveiws your information like a travel agent. My confirmation number is R4722687935

  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 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: 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.The response from the business is nothing but outright LIES. They DO NOT give any summary of charges prior to finalizing booking. I am not the one benefiting from scamming people out of hundreds of dollars so i have no reason to lie. Every word of their response is a lie! They strive to be transparent?! HA! They should be removed from google's business listings before they can take someone else's last dollar!  **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: 21260331    

  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:02/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today, 02/04/2024, I made a hotel reservation through what I thought was the hotel's website. I was redirected somehow to guestreservations.com. There I was charged nearly double the price that I would have paid via the hotel website's published rates for my three day stay, most of which was couched as a "tax recovery charges and service fees" and was not visible nor disclosed until after my credit card was charged. I now see the numerous complaints about this company and its frivolous charges. After several attempts at reaching someone on the phone at several different phone numbers, I was finally able to reach someone in the Phillipines. After listening to my complaint, she offered me a nominal discount, which I refused. She then proceeded to offer another larger discount, which I also refused. Finally, she offered a third, that I again refused. That seemed to be as high as they were willing to go as she moved to terminate the call. I accepted the discount of $531, which they promised I would see in 5-7 days, and stated that my acceptance was not to be construed as a settlement of my complaint as the ultimate discount offered still results in a price $700 over the published hotel rate. Unconscionable. I don't know how the owner of this site can look himself in the mirror. I am pursuing a full refund of all charges.

  Business Response

  Date: 02/12/2024

  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
  
  

  Customer Answer

  Date: 02/16/2024

  Better Business Bureau:

  The business did respond to my complaints and refunded my payment. I am satisfied with the resolution. 

  Regards,

  Complaint ID: 21245907
  

   

   

   

• Initial Complaint

  Date:02/04/2024

  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.

  On January 29th I tried to book a hotel through Guestreservations.com by accident. It was the first website on Google (it was an advertisement) and was made to look exactly like the Holiday Inn website. I attempted to book a Holiday Inn in Washington DC, and not only was I charged over 50 dollars extra than the stated price, the website threw out an error and I never got a reservation confirmation email. Additionally, they named the charge after the hotel, not after the Guest Reservations website to make it appear more legitimate. I called their support line for a refund, confirmed that my reservation did not go through, and put me on hold to transfer me to sales; they hung up after I waited for around ten minutes. After the first call, they had my phone number in the system, and every time I tried to call support and navigate the menu it would not send you to a human. I called again today (Feb 4th), chose the option for a new booking, once again confirmed that my reservation did not go through, and requested a refund. They tried to upsell me another room before telling me that the charge is a "temporary hold" (it is not) and that I would receive my money within 48 hours, despite the fact that I had called 5 days prior. I pressed them on making sure I would get a refund multiple times and they dodged the question. This is where I am at now. The reservation uses the same phone number and email address as I submitted in this form.

  Business Response

  Date: 02/12/2024

  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: 02/16/2024

  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.
  
  
  
  
  Regards,

  Complaint ID: 21245428

   

   

   

• Initial Complaint

  Date:02/01/2024

  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 reservation and thought I was booking directly through the hotel. The web address was holidayinnbradley.guestreservations.com . This web address deceptively makes you think that you are on the webpage for reservations at Holiday Inn Bradley (Bradley is the location). The website uses terms like “best value” and “today’s low rate”. Then an exorbitant fee is added onto the rate at checkout. So it’s no longer the best value or a low rate. This is significantly higher than booking with the hotel directly and is especially deceiving because you have been dishonestly led to believe the website is the hotel’s website. I called costumer service and it’s nonrefundable (which would be fine if I was booking with the actual hotel). I only realized my reservation was not with the actual hotel when I received a confirmation email from “[email protected]”. I will also be contacted the Attorney General Consumer Protections of Delaware since this company is located in Delaware. Booking confirmation # **********9 Cost: $238.17 (advertised best value rate was $160.55. Fees added were an additional $77.62).

  Business Response

  Date: 02/06/2024

  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 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 Car

  Customer Answer

  Date: 02/13/2024

  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 sent a canned response that did not resolve my complaint. They send the response to every single person that submits a complaint. They have an F rating on BBB and yet continue to operate under deceptive practices. The website “holidayinnbradley.guest reservations.com” is purposely deceptive to make one think it is the website for the Holiday Inn Bradley location. The company charges exorbitant fees but provides no actual services for the fees. They are not a “travel agency” as claimed. Their whole business model and that of their sister company “Hotel Values” is built on deceiving consumers into thinking they are on the actual website for hotels.  Regards, Complaint ID: 21232543    

  Business Response

  Date: 03/06/2024

  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:01/24/2024

  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 reservation on their website and the confirmation email did not have a booking number in it. It looks fancy too. I had to sleep in my car the night of jan 9 because of this. The hotel clerk had no knowledge of my reservation. Ive included shots of the bank transaction and the confirmation email with no booking number.

  Business Response

  Date: 01/31/2024

  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

  Customer Answer

  Date: 02/07/2024

  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. All they have ever said is theyre investigating never a response after. Theyre a scam and i want my money back  Regards, Complaint ID: 21190675    

  Business Response

  Date: 03/04/2024

   

  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:12/31/2023

  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 12/15/23, I booked a hotel for an upcoming trip through what I thought was the actual hotel but it was really mimicking the actual hotel site. The site is actually called guestreservations.com and also known as hotelvalue.com. The price quoted was $174 which I thought was a little high but I wanted to reserve the room before there was none left ( I was told there was limited rooms available). As soon as you hit "reserve room" at that price, you are automatically brought to a page that asks for billing information, leading a customer to believe you're getting that price. I inputted my information in thinking I was getting that price. It was not until AFTER I hit "submit" with my billing information, that I was then brought to a page which showed that I was charged with a much higher price than quoted prior to adding to my billing info, and a crazy $183 service charge tacked on top of that. It was also not told that the room is NON-refundable at all until after hitting confirm with payment. All these fees and increased pricing are added on AFTER the customer agrees to the original price and plugs in their information that the price changes. I immediately called the company and was advised that they do not offer cancellations or refunds and that once I hit submit, I was locked into the price and that prices change sometimes. They offered me a 10% discount but I refused and asked for a supervisor. I was told that they do not have anyone who can speak to me and there was nothing they could do. I contacted Hilton who told me this company is a scam and paid Hilton $237.40 less than what they actually charged me. They advised me to dispute it with my credit card. Credit card company was told by guestreservations.com that I knew the price when I hit submit. Anyone who tries to book on this site will see this scam instantly. You do not see increased price or service charges until after you give them all your billing info.

  Business Response

  Date: 01/10/2024

  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: 01/16/2024

  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
  
  Regards,

  Complaint ID: 21078597

  To Whom it May Concern,
  Thank you for your reply. However, as stated by the many other irate customers who filed complaints on the BBB website in regards  to your company doing the same thing to them, it is clear that you are well aware that your booking is scamming many people out of money.  Besides mimicking and misleading customers to think that they are booking through the actual hotel, more importantly, you are advertising a specific nightly price and do NOT tell the customer of the increase in that nightly hotel price OR the outrageous $183 extra side charge in fees until AFTER the customer provides all of their personal and billing information, and hits the submit button.  It is only after, when on the confirmation page, that the additional fees and increased room rate are disclosed. It also does NOT state non-refundable until you get to the confirmation page as well.  Additionally, after speaking to the hotel directly, they shared the hotel reservation information with me, showing that the actual room cost only $465, not the $720.90 that guestreservations.com charged me.  In my opinion, it is clear to anyone who types in your website name or hotelvalue.com (your other name) and reads the reviews, that you have done this to MANY other customers as well. 
  
  I called your customer service department within 10 seconds of receiving the confirmation email.  Only to be told that I can cancel the room BUT will be charged a $800 fee for the canceled room.  Obviously, I am not going to cancel my room and pay a crazy cancelation fee like that, another tactic that your company is using to scam customers out of money. 
  
  At this time, I am asking once again for the difference of $237.40 to be returned to my credit card.  I am not even asking for the room to be cancelled.  Just a refund of the increased nightly charges and the ridiculous fee.   Guest Reservations.com needs to do the right thing for their customers. 
  

   
  
  

   

   

  Business Response

  Date: 02/06/2024

  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