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:12/29/2023

  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.

  This website impersonates an actual hotel website, and fills out a reservation in your name and charges you a huge fee for their "services" it doesn't tell you the total amount until after the charge has gone through

  Business Response

  Date: 01/02/2024

  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 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:12/28/2023

  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.

  I mistakenly booked a hotel through the website thinking I was using the actual hotel booking service on December 27th, 2023. Total charge was to be $1188.02 cdn. Received an email confirming the booking for said amount. Actual charge to my credit card was $1615.31 cdn. On December 28th I called their customer service line to refute the charge and to cancel the reservation. They were happy to cancel the reservation for me but claimed I had only been charged the quoted $1188.02. I've contacted VISA but despite the charge being shown as "pending" they cannot cancel it and I have to wait until the charge goes through before refuting it as fraudulent. When I called the actual hotel I was able to rebook at a price significantly lower than the price quoted by this booking service. They mark up the actual price of the hotel and then make an even larger, fraudulent charge on your credit card. This is not a legitimate business.

  Business Response

  Date: 01/02/2024

  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.
  
  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: 01/09/2024

  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: 21068992

    After Numerous phone calls and emails I was able to get company representatives to admit that I was charged in the wrong currency and a refund was issued. However, the refund was issued in US funds, at a different exchange rate. So despite being charged $1616.31 CDN originally I was only refunded $1526.21. At best the company engages in predatory, unethical practices, at worst it's straight up thievery.

   

   

  Business Response

  Date: 02/02/2024

   

  Hello ****, 

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

  
  

• Initial Complaint

  Date:12/27/2023

  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.

  I was misled to believe that I was booking a hotel room directly with the hotel I wanted to stay at by the website. Then I was charged more than 60% above the advertised price for the hotel room I booked after the booking process. I want a full refund.

  Business Response

  Date: 01/02/2024

  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 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: 01/08/2024

  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. Dear BBB,please note that the business did separately reimburse me and for that I am fully satisfied. The explanation that is provided as a reply to my complaint is however untruthful and will not solve issues for future consumers who will also be misled like me. After I made this complaint, I also noticed another illegal activity on the part of this business. They claimed to be billing me in Canadian dollars, but my credit card was charges for the equivalent of a US dollar transaction. My confirmation was for $CA 237.42 and my credit card statement was for $326.49.This business needs to change their practice and stop claiming that they are disclosing information. They are not.  Regards, Complaint ID: 21060982    

  Business Response

  Date: 02/02/2024

  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:12/22/2023

  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.

  This company's website adds hidden charges, which I believe to be in violation of consumer protection laws. Their website uses unfair commercial practices, such as misleading consumers about the price of a product or service. The price is not displayed on mobile until you scroll down past the complete purchase button. Therefore they are luring in customers with one price allowing them to complete that purchase before you disclose your extra fees. Which is a direct violation of my right to clear and transparent pricing. Also, they offer a "best price guarantee," but told me on the phone that they only say they have the best price in that EXACT moment you book and will not match any other offers, even if they are found the next minute. The hotel room at the LA Quinta inn that I booked costed $80, they charged a fee (that showed up after I pressed "complete booking") of $48. This was nonrefundable. This is the #1 search hit on Google when looking up the hotel directly and it is a misleading website scamming Americans. It is a scam and should be treated as such. I just want my money refunded so I can book through a reputable company, all of which offer rooms, including tax and fees for under $100 at the same hotel on the same night. They said (after I was on the phone arguing for 15 minutes) that they would take off %15 of my bill /the fees. I'm still not sure which and don't know if it will even happen.

  Business Response

  Date: 01/08/2024

  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 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: 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. My issue was not only with a false representation of Guest Reservations appearing as if it were the hotel website. The other issue is that on mobile phones, the total price is far at the bottom, underneath the "Submit Reservation" request button so that we cannot see what we are paying when we submit our reservation. I understand (after going through all of this ) that "somewhere" on the page, the fees are listed, but the way it is done seems intentionally dubious and this company has a long record of complaints corroborating similar accounts. Furthermore, the site offers a "price guarantee," which is false. The customer service representative said they make no guarantees, they only say that they have the best price at the exact moment you make a reservation, but they will not honor another price, even if it is found 1 minute later. I had called them about 20 minutes after making my reservation and after realizing that the extra "fees" charged by Guest Reservations were not only exorbitant, beyond the scope of any other reservation website online (including the hotel itself), but also, would not be matched to the better price seen everywhere else.This is a case of misleading customers and charging unreasonable fees based on the ability to fool customers. I want to see the website and mobile website changed so that this company does not fool others in the future and then point to obscure and hidden legal jargon as their defense. For me, I can wave off the extra dollars, deal with the fact that I got scammed and move on, but other people are not so lucky and I am trying to protect people from going through this scam. Regards, Complaint ID: 21044755    

  Business Response

  Date: 02/06/2024

  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:12/21/2023

  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 room from GuestReservations.com and they charged me on May 17, 2023. Upon check in at the hotel in October, they did not have the reservation paid for yet. The hotel required me to put down a personal credit card and ended up charging me for the room. This means that I was then charged twice for the same room. Once by guestreservations.com and once by the hotel. The hotel never received the funds from guestreservations.com so they told me that I need to reach out to them directly. I reached out immediately using at least three of the phone numbers listed on the guestreservations.com website. Each menu sends you to an automated message that says they can't help you and to call the hotel. This is a scam business that won't help you when they screw you over and take your money. I would NEVER use this company again and warn others that they are scammers with the worst customer service that ever existed on the planet. Unfortunately, their website is set up so that it resembles the hotel's actual website, which is misleading and ultimately caused this error. My company has now flagged GuestReservations.com as a scam and nobody will be able to book through them again due to this issue. They are wholly unhelpful and should be ashamed.

  Business Response

  Date: 01/08/2024

  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 that you were under the impression that Guest Reservations was affiliated with the hotel you booked. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all of our web pages and customer communications.
  
  We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
  
  We are sorry to hear that there was an error with your booking and want you to know that we understand how frustrating it can be to have plans disrupted and want to make things right for you. Our team is currently reviewing your case and will work to find a solution that meets your needs as soon as possible.
  
  Our Customer Care department is currently handling your case and a manager will follow up with you soon. In the meantime, please do not hesitate to reach out to us with any further concerns or questions.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 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. Despite the company saying that they are going to work on resolving this, they have not been in touch and continue to be unavailable on all their toll-free phone numbers that are provided. This continues to be a scam that seems to have no resolution.  Regards, Complaint ID: 21042911    

  Business Response

  Date: 02/02/2024

  Hello Melanie,

  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:12/20/2023

  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 August 31, 2023 at approximately 8:45 pm I simply wanted to get a quote on a hotel room for travel to New York City for October 4 through October 7 of 2023. When I saw the rates and the additional fees, I exited out of the window without confirming a reservation. Hotelvalues.com Immediately sent me confirmation and charged my card. I immediately called Hotel values.com and protested. They said to call the hotel. I called the hotel hotelHilton Gardens, Inn, Tribeca, New York City The hotel said I booked through third-party. There's nothing they could do. I then immediately called Bank of America. They told me I had to write a claim. Which I did. They denied it because they said I okayed the transaction. I never okayed the transaction. This is a fraudulent company. There are literally thousands of one star negative reviews, saying that it's a fraud company they rip you off. There's just no doubt about it. The problem is the banks and the travel company are getting away with this. Please help. All I want is my money back. I refuse to pay that money to my credit card and it's no fair because it's either pay for something I never bought or get bad credit , Thank you for your help in advance l. Incidentally, I believe they changed their name to getaroom.com to leave their thousands of negative reviews behind. However, they already accumulated a ton of fraud claims with their new name. Thank you for your help.  

  Business Response

  Date: 01/08/2024

  Hello ***** 
  We apologize for the negative experience you had with Guest Reservations™ and want you to know that customer satisfaction is our top priority.
  
  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

• Initial Complaint

  Date:12/12/2023

  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.

  - Date of purchase 10/20/23 - Paid upfront $1126.78 - Business committed to provide me with a hotel reservation - This business fooled me into thinking I had visited the Boston Park Plaza hotel website directly. And through manipulative advertisements online I was unaware I was booking through them. Instead of booking direct, it was through a third party. They then charged me immediately and stated that is was non refundable. The hotel reservation is not until August 2024 - This business has not tried to resolve this issue, I tried through directly through them and through my credit card. - Booking Confirmation #R4523134591 - Ad was seen on October 20th 2023. After googling "Boston Park Plaza" to try and book a room through them as I have in the past. The link was the first one and stated nothing about being another website. Looking back at the website itself, everything that would have told me it is non-refundable and third party is very tiny and light colored to blend into the background, unable to see on mobile which this was booked through. Also automatically pulls the webpage down to current rooms available avoiding the "Guest reservations" logo at the top of the page.

  Business Response

  Date: 12/14/2023

  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: 12/19/2023

  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.No attempt was made to remedy the situation I have not been contacted by anyone. They did not try to resolve it the numerous times I spoke to them. They issued a cookie cutter response as my complaint had nothing to do with extra fee's. I abhor their business practice to mascaraed as the hotel I am looking for in order to get me into a non refundable purchase. If they were so "Transparent" they would not dull the text that states its a third party and it is non refundable and they also wouldn't create websites that start with the hotel you are looking for example "bostonparkplaza.guestreservations.com" Regards, Complaint ID: 20996649    

  Business Response

  Date: 01/16/2024

  Hello ******, 

  Due to the dispute you have filed with your financial institution in regards to your order, we
  have been unable to resolve this matter since the funds in question are effectively frozen
  until your payment provider makes a determination. Our team is ready to resolve this
  matter as soon as a ruling is made on the dispute you filed. We suggest you confirm with
  the source of payment used to pay for the reservation for updates.
  
  
  Please reach out if you have any additional questions or concerns. Thank you.
  
  
  Sincerely,
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:12/12/2023

  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.

  An attempt to book accommodation direct with a hotel was hijacked by a third party. The website highjacking was convincing and I was silly enough to book with them. The subsequent billing advice indicated an additional unadvised A$50.04 for fictitious verbose reasons. Attempts to email the third party, " Guest Reservations | 4023 Kennett Pike #53238 | Wilmington, DE 19807 " were unsuccessful: "The email account that you tried to reach does not exist". I would obviously like a refund but being realistic who knows. Better though that someone in the USA know what these guys are doing. "An ethical marketplace where buyers and sellers trust each other" is not helped by clowns like this. If there is a USA Federal agency that may accept a complaint feel free to either forward this to them or advise me where to send it. Know it's small fry but there is a principle and it may help others. Thank you (Please note my Australian post code is 4355. I had to modify it to five digits to get past that item. Dollars stated are Australian and the overcharge was A$50.04.)

  Business Response

  Date: 12/14/2023

  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: 12/18/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 20993697
  

   

   

   

• Initial Complaint

  Date:12/06/2023

  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.

  We have a small family owned motel in Bandon, OR 97411. Our website is ******************* There has/is a booking company guestreservations.com who is posing like they are our motel. We have no association with them. We've gotten complaints from several guests who booked with them thinking it was us only to find out it wasn't after being charged exorbitant booking fees. I've had no luck working with Google to have them remove our motel from guestreservations listings. I've also emailed guestreservations about removing our motel from their listings with no reply. These websites seem to be more common these days and are very deceptive and unethical. Please help. Thanks - **** ***** ******* ***** **** ***** *** ***** **** ** ** ******* ** ***** ************  We filed a complaint about a month ago and the company had a standard reply and is still listing our motel on their website. Hello ****, Thank you for reaching out. At Guest Reservations™, we place great value on the relationships we cultivate with over 100,000 properties worldwide. Please rest assured that if you have contacted us via email your inquiry is being reviewed, and our dedicated team will thoroughly respond to your request promptly. If you have any further questions or require additional information in the meantime, please feel free to reach out. Sincerely, Guest Reservations™ Customer Care

  Business Response

  Date: 12/14/2023

  Hello ***** 
  
  We apologize for the negative experience you had with Guest Reservations™ and want you to know that customer satisfaction is our top priority.
  
  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: 12/19/2023

  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 message from Guest Reservations is the same blanket response I received last time. I've never once been contacted from their customer care department. This type of response from them is unacceptable. Their company is taking advantage of many people as their site is impersonating ours and many other motels/hotels.   Sincerely,  Hello ****, We apologize for the negative experience you had with Guest Reservations™ and want you to know that customer satisfaction is our top priority.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 Regards, Complaint ID: 20969788      

  Business Response

  Date: 01/16/2024

  Hello Alex,

  We value our relationships with the over 120,000 properties we provide hotel bookings through and do our best to manage all requests as they are received.  Please email [email protected] with any requests for follow up.  For security reasons, it is important that you email us using an email address that uses the same domain name as the property when making your request.

  Sincerely, 

  Guest Reservations™

• Initial Complaint

  Date:11/16/2023

  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.

  I booked a three night stay in Chicago on 8/16/2021. Reference number R2740681252. We were prepared to pay $604.33 for three nights in a king suite. When I got my confirmation email, they had added $364.35 in fees that were not stated on their website at checkout. When we reached out, we were told that the reservation was non refundable. This was extremely misleading and as two people who are extremely paycheck to paycheck this really set us back as we didn't have $364 to just throw around. When looking for ways to resolve this issue, I was unable to find their BBB page ( didn't look that long was frustrated in the moment) and submitted a complaint on another website. I got an email today, 11/16/2023 saying that they JUST NOW replied to my complaint on this other website. That, to me, is completely comical and ridiculous. Posting this complaint because I just found their BBB page and wanted this case for public knowledge as well. I'm convinced this company is a scam because I have never seen hidden fees this high on any other third party website I have used.

  Business Response

  Date: 11/22/2023

  Hello Rj, 
  
  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: 11/30/2023

  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.You in no way were transparent about the fees you had on your website   We would not have booked through you guys at all if you would’ve been transparent   Nobody in their right mind would agree to almost $400 of additional fees if they were up front  about it.  The automated response for my complaint and A LOT of the other complaints posted on here is comical and full of lies.  If you really cared as a business about your image and your PR, you would take the time to assess each case as it comes in.  At this point anything short of a refund is unsatisfactory.   **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: 20879951    

  Business Response

  Date: 12/19/2023

  Hello RJ,

  We have confirmed with the customer service team that we have been unable to find a booking that matches your name or email address, therefore we have been unable to resolve your issue. You may want to check your purchase confirmation to confirm the booking service you used.

   As a next step, please contact our customer service toll-free number  at (866) 266-3306 so that we can better assist you and work towards a resolution.

  Sincerely,
  Guest Reservations™ Customer Care