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:11/09/2023

  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.

  Hotelvalues made me believe that they were The Actual Hilton Hotel. I booked a room for $105.58 and was Charged $164.39!! They added a "Tax Recovery Charge and Service Fee" of $58.71. That's when I realized I had bee victimized by a criminal Organization!! I cancelled immediately and received a confirmation of cancellation. On a document provided to you it states that they were not charging me. Yet on my bank statement I am being charged the $163.39. I called their so called customer service and was told that they would not refund me. Total Scam! I need a full refund and they need to be put out of business. Thanks for your assistance in this matter,

  Business Response

  Date: 11/15/2023

  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.
  
  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: 11/21/2023

  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.
  
  
  
  
  Regards,

  Complaint ID: 20848232

   

   

   

• Initial Complaint

  Date:11/02/2023

  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 were traveling Wednesday, October 4, 2023. We needed a place to stay so I searched LaQuinta Inn in Limon, Colorado. Unfortunately I picked a website that appeared to be legitimate, LaQuintaInnsuites.guestreservations, but I didn’t realize it was not the actual Wyndham site. I started my reservation and chose the rate of $107 for the night. After putting in my information and credit card, I clicked reserve and when I did I noticed the $107 became $159.56 ($52.67 in Tax Recovery Charges & Service Fees). The site then asked to send a text confirming I wanted to make the purchase. I declined, but saw the progress line looking like it was going through. I immediately backed out of the site and closed the window. I then checked my email and it had indeed gone through. At this point I was still believing this was a legitimate site and I could get it corrected in 1 1/2 hours when we arrived at the hotel. When we arrived at the hotel close to 10:30 pm the hotel clerk said the rate for the room on their end was $99.85. The site I clicked on looked so legitimate it didn’t occur to me that I had booked on a copycat/ripoff site. We did stay the night and have a receipt from the hotel saying our fees are $99.85 for the night. After realizing we were scammed, we called hotelvalues.com at 800-327-1200 and were told by Patricia that this was a third party transaction and all she could do was to offer us 10% off what we had paid. Hotelvalues.com aka guestreservations.com aka LaQuintaInnSuites.guestreservations.com should not be allowed to look like a legitimate site and then charge in excess of a 50% markup for fees. There are many, many poor reviews of all the above websites on the Internet. None of these websites should be allowed to gouge unsuspecting consumers. It appears they are in business to ripoff unsuspecting consumers. This is a bait and switch company and should be shut down. We see we are just one of many people scammed by this company.

  Business Response

  Date: 11/08/2023

  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.
  
  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: 11/15/2023

  Better Business Bureau: My case has somewhat been resolved as my credit card/guest reservations recently refunded us $52.67, per our request, which is the difference between the $107 advertised room rate and the amount we were charged - $159.56. We are satisfied with this resolution, but want to contradict the statement in the reply from guest reservations that they disclose the actual amount being charged and give the consumer a chance to refuse it.  This is not true. In my case, using my iPhone, the true charge was NOT revealed until I input my card information and pressed pay, AND then a window popped up indicating guest reservations would be sending a text to our phone number, which I denied and immediately backed out of the site.  But, by then, guest reservations had already charged our card without our confirmation.  Tactics like that should not be illegal.  I’m not really sure why a company such as this should be in business, but to bilk unsuspecting consumers of their hard-earned money when all the consumer wants to do is book a place to stay for the night.  What a headache and nuisance to spend time the past month with our credit card company, guest reservations and the Better Business Bureau to get this resolved.   This company guest reservations (I refuse to dignify it with capital letters,) should ashamed of their tactics and shut down.  I hope the Better Business Bureau will keep my review and the many others of this company live on their website.  It further confirms all the NEGATIVE reviews of this company I found on the Internet, and hopefully other unsuspecting consumers will become aware.  I am not in need of a response from guest reservations.  After all the hassle, we got refunded the exorbitant fees and paid what we should for the night.  Regards, Complaint ID: 20818659    

  Business Response

  Date: 11/30/2023

  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:11/02/2023

  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.

  Requested a refund for medical reasons. They refused. I asked to speak to a supervisor. She told me they "were on an escalated call." I told them no problem, I would wait. She came back on again in a few minutes and said they "were on an escalated call." Again I told them I would wait. We went through this process several times. Finally the operator came back on and told me she would not let me talk to a supervisor and that she was going to hang up.

  Business Response

  Date: 11/08/2023

  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: 11/14/2023

  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. I am appreciative that the company responded to my complaint.  However, their response was simply that they will look into the issue.  That is great as a first step, but that does not, in and of itself, resolve the issue.   I will await their response as to how they propose to actually remedy the issue.   If you need any further details from me, please reach back out.   Regards, Complaint ID: 20816884    

  Business Response

  Date: 12/05/2023

  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:10/26/2023

  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.

  Dear Better Business Bureau, I am writing to bring to your attention a serious matter concerning a recent hotel reservation. I booked a stay for 4 nights from December 27 to December 31, 2023, at the Kerry Hotel Pudong, Shanghai, located at No 1388 Hua Mu Road, Shanghai, 201204, CN. I made this reservation on October 25th under the impression that I was booking directly with the hotel. My booking reference number is #474268105, and the confirmation number is R4531587631. However, I later discovered that the booking had actually been facilitated by a third-party company, Guest Reservations. This company had falsely represented themselves as the Kerry Hotel Pudong, thereby deceiving me into believing that I was making a direct booking with the hotel. As a result, I was charged a total of CA$1631.42 for the reservation, a sum that is 50% higher than the standard room rate at the hotel. This amount also included Tax Recovery Charges and Service Fees totaling CA$459.10. Upon calling the Kerry Hotel Pudong to confirm my reservation, I was informed that my booking did not exist in their system. Moreover, the hotel clarified that they have never acknowledged Guest Reservations as a booking agent and advised that I had been a victim of fraud. Given these undisclosed and fraudulent circumstances under which the charge of CA$1631.42 was made, I insist on receiving a full refund. I was misled into thinking I was making a legitimate booking directly with the hotel, and I would never have knowingly booked through a third party under such dubious conditions. I kindly request your prompt attention to this matter and await your guidance on how to proceed with obtaining a full refund. Thank you for your time and assistance.

  Business Response

  Date: 11/01/2023

  Hello ****** 
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  We understand you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 
  
  As an independent travel network that works with 100,000 hotels worldwide, we're required to follow each hotel's cancellation policies, which unfortunately means we don't have complete control over the customer cancellation process. 
  
  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 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. 
  
  
  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:10/23/2023

  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 8/16 I was using my cell phone to research and booking of the hotel. The merchant advertised a very enticing rate ($178 per night) on their website. As I was lured into booking, they prompted all the information, including credit card details, and a tab of "COMPLETE RESERVATION" right underneath. So I clicked the tab. As I continued to scroll down the on the screen, I saw "YOUR BOOKING SUMMARY" with a charge of $271.93 instead of $178, with a $93.99 of "Tax recovery charges and service fees." Also revealed the terms of "NO CANCELLATION OR REFUND". It was too late for me to do anything. I tried to go to the hotel to complaint, but they said this is through a 3rd party website reservation and there's nothing can be done. I tried to call the 800 number of this "Guest Reservations" (aka CCI*HOTELRES), there's no way I could reach a customer service to talk about this matter. I tried several calls. Finally I was very frustrated and gave up. Then I called my credit card company (Wells Fargo) to go through the dispute procedure. After 6 weeks, I received a letter from credit card company that they have declined my dispute, based on the fact that the GuestReservation.com sent them the proof; which is on the platform of a "computer screen", not the "cell phone screen"; shows the "Booking Summary" side by side with the "booking process". I have collected some photos which are in sequence of how they tricked me into "COMPLETE RESERVATION" before showing the final charge. Normally on all website, the "final charge" will show before the complete of transaction. As of today, if customers go on booking hotel with this merchant on a "CELL PHONE", they will encounter exactly what I experienced. This is not a fair way to do business! Please let me know if there's anything else that you need. I appreciate all the help that you can offer to defy this unfair transaction.

  Business Response

  Date: 10/26/2023

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

  Customer Answer

  Date: 10/31/2023

  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. While the “Guestreservations.com” responded that they assign the “customer care team” to help me with this unjust transaction, my experience is that they keep the customers armlength while I was having problems with my booking. I will only rescind my complaint after I actually receive the refund. Otherwise it’s only empty promises to me.By the way, I was not complaining about the additional service charges. My complaint was the way the “cell phone” platform doesn’t reveal the “FINAL Charges” until after the page of “CONFIRM RESERVATION”. Which is deceiving to me while I was booking the room ON MY CELL PHONE thinking the advertised amount was the final charge! Regards, Complaint ID: 20772907    

  Business Response

  Date: 11/15/2023

  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:10/22/2023

  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.

  A family member booked a hotel room through this website completely unaware that the booking is non-refundable as this hotel offers refunds and therefore she did not know to expect anything different. Upon realizing she no longer could use the room she booked - which is more than 6 months away from now - she went to cancel and was told she will not be refunded. The room is 100% guaranteed to sell out for the same nights due to events in town that weekend. It seems the ample amount of advance notice would be cause for them to grant the refund request, they are very unreasonable.

  Business Response

  Date: 10/26/2023

  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: 10/31/2023

  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.
  
  
  
  
  Regards,

  Complaint ID: 20767906

    The response from the business says they will follow up with me which means this matter has not been resolved and in reading other responses this is a blanket message and I will continue to keep this open until it is resolved.

   

   

  Business Response

  Date: 11/15/2023

   

  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:10/18/2023

  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 am writing to address an issue I encountered during my recent booking for the Mayfair House Hotel, where I booked a two-night stay from 10/19 to 10/21 under Ref # R4511828859. The total amount I was charged was US$759.11, broken down as follows: - Room Charge: US$205.39 - Subtotal: US$290.08 - Tax Recovery Charges & Service Fees (See Details Below): US$263.64 - Amount Paid: US$759.11 My concern is that I initially believed I was booking directly with the Mayfair Hotel. However, I later discovered that Guest Reservations had misrepresented itself as the Mayfair Hotel. Consequently, upon checkout, I was charged an additional $263.64, on top of the room charge and the guest amenity fees/occupancy taxes imposed by the hotel. These extra charges were not disclosed to me at the time of booking and only became apparent after I had completed the reservation, and the payment was processed fraudulently. I firmly believe these additional costs are fraudulent and misrepresented by the company. I would not have proceeded with the reservation without knowing I was booking through a third party. Therefore, I kindly request a full refund of the $759.11 charged under undisclosed and deceptive circumstances. I appreciate your prompt attention and request that you rectify this situation immediately. I trust that Guest Reservations is committed to transparency and fair business practices, and I hope this issue can be resolved to mutual satisfaction. Thank you for your understanding and assistance in resolving this matter promptly.

  Business Response

  Date: 10/26/2023

  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 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.
  
  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: 10/31/2023

  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.
  
  
  
  
  Regards,

  Complaint ID: 20748967

   

   

   

• Initial Complaint

  Date:10/02/2023

  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.

  Their website that is intended to mimic the actual hotel website has a payment process that is fraudulent and in direct conflict with their own billing terms. The payment terms on their website are “my credit card will be charged upon submitting a reservation request”. Directly below this statement is a button labeled “Complete Reservation >>”. This button is what triggers the automatic, non-refundable credit card charge. Since it is impossible to submit a reservation request without actually completing the reservation, the process is fraudulent and leads to customers making unintended transactions. I assumed that pushing the “Complete Reservation>>” button would bring up an additional webpage and allow me to actually complete the reservation and review all costs, prior to purchase. It does not. The website offers no opportunity to actually submit a reservation request, which is required to charge the customer’s credit card. “Complete Reservation>>” and “submitting a reservation request “ are clearly not one-in-the-same. If the company does not intend to defraud customers, they should have no problem offering refunds to customers that had no intention of making a purchase.

  Business Response

  Date: 10/12/2023

  Hello ******** 
  
  We're sorry to hear that your experience with Guest Reservations™ wasn't up to par. As a company, we take customer satisfaction seriously.
  
  We understand 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 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 do our best to be transparent about policies and make sure they're clearly stated on our website. But we want to work with you on the issues you raised. We've passed your case along to a manager in our Customer Care department, who will follow up with you soon. In the meantime, please do not hesitate to contact us and let us know how we can address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care
  
  

  Customer Answer

  Date: 10/18/2023

  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.
  
  
  
  
  Regards,

  Complaint ID: 20686069

   

   

   

• Initial Complaint

  Date:09/29/2023

  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.

  I’m horrified at the way this company run their business!! My mother was under the impression she was dealing with the hotel directly as their actual website was where she started the booking. Upon checking out, their website took over and charged a $ 1860.67 service fee!!!! Seriously!!! When she got the confirmation email (which is where she noticed this ‘fee’ she immediately canceled only to be charged a $3936 cancellation fee!!!! How are these guys still in business??? Now my mothers vacation funds are drained and she doesn’t even have a hotel room. Meanwhile these guys banked $ 5796 for providing zero services. Contacting them directly didn’t work since they then claimed they couldn’t provide a refund because the hotel didn’t refund them for the booking (mind you - this entire transaction from booking to cancellation took 5 minutes). This is just not how things work. Their rates are the same as the hotel offer on their website, only the hotel has free cancellations up until the day before arrival. How is it legal for this ‘company’ to pop up and take over a transaction while charging outlandish fees that aren’t even disclosed up front? Nobody in their right mind would accept these ‘fees’.

  Business Response

  Date: 10/03/2023

  Hello ******, 
  
  We're sorry to hear that your experience with Guest Reservations™ wasn't up to par. As a company, we take customer satisfaction seriously.
  
  We understand 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 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 do our best to be transparent about policies and make sure they're clearly stated on our website. But we want to work with you on the issues you raised. We've passed your case along to a manager in our Customer Care department, who will follow up with you soon. In the meantime, please do not hesitate to contact us and let us know how we can address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 10/11/2023

  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 transparency you claim is so important to you is non existent. If there was transparency about your fees, nobody in their right mind would book through you. I got this very same ‘standard response’ by email and a bunch of excuses that made absolutely no sense. Anything short of a full refund is unsatisfactory to me Regards, Complaint ID: 20673666    

  Business Response

  Date: 11/01/2023

   

  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:08/15/2023

  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.

  Date of transaction - 7/8/23 Card - VISA ending in 3072 I have attempted to contact the hotel, Pamela Hansen (food manager - with several responses leading to no resolution at ********************mtk.com), as well as waited for her supervisor, General Manager, *** ******, to respond to me regarding the issues we had during our dinner experience on 7/8. We are seeking a full refund at this time.

  Business Response

  Date: 08/16/2023

  Hello Robyn,
  
  We're sorry to hear that your experience with Guest Reservations™ wasn't up to par. As a company, we take customer satisfaction seriously.
  
  Our Customer Care department is currently handling your case and a manager will follow up with you soon. In the meantime, please do not hesitate to reach out to us with any further concerns or questions.
  
  Sincerely,
  Guest Reservations™ Customer Care
  
  

  Customer Answer

  Date: 09/06/2023

  Better Business Bureau:

  The business responded that they have someone reaching out to me, but I have ye to receive any communications. I am rejecting this as closure because I only have 5 days to do so or you will close this matter. As of today, 9/6 at 845pm EST I have not heard from anyone.

  Complaint ID: 20472357

   

   

   

  Business Response

  Date: 10/03/2023

  Hello Robyn,

  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 email [email protected] with your 
  reservation number beginning with R so that we can better assist you and work towards 
  a resolution.
  
  Sincerely,
  Guest Reservations™ Customer Care