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:08/12/2023

  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.

  Guestreservation website is a scam. They charge people a hidden fee - “service fee” without letting you know until you hit the pay button. Thereafter they do not allow cancellation which is absolute not reasonable. They charged me a service fee equal to 100% of my hotel stay cost. The website needs to be shut down!!! People behind this website need to pay their prices for running this biggest scam!

  Business Response

  Date: 08/15/2023

  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

• Initial Complaint

  Date:08/10/2023

  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 stay with the Ambrose Hotel, 1255 20th St., Santa Monica, CA, 90404, and stayed there 4 nights from Aug. 3- Aug. 7, 2023. Traditional 1 King Bed Booking Ref. # 256-9300028 Hotel Confirmation # 132935145 Booking Confirmation # R4285251170 This is what I paid in full prior to my visit: Aug 3 Thu US$412.58 Aug 4 Fri US$412.58 Aug 5 Sat US$412.58 Aug 6 Sun US$412.58 Subtotal US$1,650.32 Tax Recovery Charges & Service Fees (See Details Below) US$702.42 Amount Paid US$2,352.74 I had been led to believe that I was booking directly with the Ambrose Hotel. I later learned that a company called Guest Reservations disguised themselves/ represented themselves falsely as the Ambrose Hotel. As such, they charged me 702.42. above and beyond the room charge, and the guest amenity fees/ occupancy taxes that the hotel itself charged, upon checkout. I was not aware of these charges at the time of booking, only after I had made the reservation and the payment had gone through. The charges are fraudulent and the company misrepresented itself in making them. I had not known that I was booking with a third party and would not have done so knowingly. I insist on a refund of the 702.42 charge, which was made under undisclosed and fraudulent circumstances.

  Business Response

  Date: 08/19/2023

  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: 08/31/2023

  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.

   

  This reply is disingenuous. If customer service was Guest Reservations’ top priority, they wouldn’t bilk unsuspecting users out of hundreds of dollars. The lack of affiliation with the hotel was not satisfactorily transparent on the booking site. I did not realize I had mistakenly booked with this scam service until after the reservation had gone through. 
  
  The 702.42 fee was listed on the attached screen shot document as taxes and fees. The other attached folio document shows that taxes, as well as guest amenity fees, were charged by the hotel. 
  
  Moreover, I did not receive customer support. I did, in fact, call Guest Reservations for clarity about my bill and they were unable to provide it. They told me to call the hotel. The hotel provided the service that I ostensibly paid Guest Reservations 702.42 to provide. 
  
  These people are scammers and they know it. There’s a reason they have an F rating on Better Business Bureau. They do not provide a service. They purposely dupe users into thinking they’re booking with the hotel. I have filed a dispute with my credit card company and will follow up until I receive appropriate and satisfactory restitution. 

  
  
  Regards,

  Complaint ID: 20454111

   

   

   

  Business Response

  Date: 09/14/2023

  Hello ****** 

  We hope all is well. You have been refunded $702. 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:08/07/2023

  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 on 8/3/2023. The UI of the website for mobile booking is misleading and the full rate with service fees is at the bottom of the webpage after the button to complete your reservation. This is deceptive at best. I didn't actually know the full price with fees until I received the email confirmation after the booking. I immediately contacted the company and tried to cancel the reservation as I was mislead about the true price of the room for the night. They refused to do anything at first, then they tried to offer me 10% off the room rate I believe. I contacted my bank and filed a dispute as soon as the charge posted. They should be forward and upfront about charges and it should be listed before any confirmation button on a mobile webpage. I attached pictures of the process that describes my experience.

  Business Response

  Date: 08/11/2023

  Hello Matthew,
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  We understand you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 
  
  Despite our efforts to be transparent, we value your input, and our Customer Care team is handling your case and will follow up soon. Let us know in the meantime if we can do anything else to address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 08/28/2023

  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 disputed the posted charge with my credit card company on 8/7/2023 and the dispute was resolved within a week with a refund of the money I paid toward the hotel. There is no further resolution needed for my case. I would hope GuestReservations.com reviews the layout of their mobile website and moves the room charges and fees to the top of the webpage so there is no confusion on what the final charges are before someone commits to the purchase. Regards, Complaint ID: 20435083    

  Business Response

  Date: 09/12/2023

  Hello Matthew,
  
  After passing your customer information to a Manager within our Customer Care department, your case has 
  been resolved. We value your business and hope you are pleased with the resolution we reached. 
  Please reach out if you have any additional questions or concerns.
  
  Thank you.
  
  Sincerely,
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:08/06/2023

  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.

  The manner in which they showcase their services is very misleading. I was searching for hotels in Wall, SD, and this was inserted into the search results, as though the offer was from Travelodge (By Wyndham). The terms did not state upfront clearly that it was not changeable, and they added on a $52.00 fee that was concealed as a tax. Reservation details: Travelodge 211 10th Ave Wall, SD 57790 getaroom.com Check-in: Monday, Aug 07, 2023 getaroom.com Check-out: Tuesday, Aug 08, 2023 getaroom.com 1 Night getaroom.com 2 Adults getaroom.com 0 Children Booking Ref. # 631529850 Booking Confirmation # R4346090955

  Business Response

  Date: 08/11/2023

  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: 08/24/2023

  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: 20430994
  

   

   

   

• Initial Complaint

  Date:08/04/2023

  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 June 15th, I Googled the Millennium Maxwell House Nashville hotel to make reservations for the following day. I didn't realize that Google routed me to the GuestReservations.com website instead of the hotel's actual website. After selecting the dates and completing all of the payment info., I clicked 'return' and the screen went white. I thought the website was malfunctioning and that the transaction hadn't gone through. So, I entered the reservation and payment info. again. After hitting 'return' for the second time, the screen again went 'all white'. I figured it was still malfunctioning, so I wanted half an hour and entered the info. for a third time. That time, I received a confirmation page. The next day, I learned that all three transactions had processed! When I immediately called the company, they refused to refund any of my money and wouldn't acknowledge that the errors in payment were due to the malfunctions. In any event, when I checked into the hotel and explained my situation, the desk agent told me she placed a message in the system to let the GuestReservation.com company know that the hotel had 'released the rooms' and granted permission for the GuestReservation.com company to issue me a refund. When I relayed that info. to the GuestReservations, they refused to help me in any way. After several calls for several days in a row, I was stuck paying 3 times to stay in one room. I think the company's website purposefully lead to fraudulent overpayments at my expense. I also think that the company's refusal to issue me a refund for the 2 duplicate payments allowed them to benefit from the faudulent overpayments and demonstrates a total lack of customer service.

  Business Response

  Date: 08/11/2023

  Hello Dee, 
  
  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: 08/17/2023

  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. GuestReservations stated they are, "... 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.". To be clear, I do not believe they will as they haven't taken the initiative to do this over the past 2 months. You see, when the situation happened, I immediately called GuestReservations 5-10 times within 24 hours to try to resolve the issue and was talked down to and repeatedly dismissed by their 'customer service agents'. Further, when I tried to loop-in the hotel's desk agent, the GuestReservations customer service agents refused to listen and kept repeating the GuestReservations 'no refunds' policy which did not address my unique situation stemming from the GuestReservations' website's malfunction. Weeks later, after I disputed the issue with my bank, the GuestReservations  company mislead my banking institution and offered me a menial 10% discount after overcharging me by more than 300% (sic). I am livid that I had to pay 3 times to stay in 1 room in that hotel that weekend. The fact remains that the GuestReservations company 1) intentionally misrepresented that they were working for or through the hotel, 2) knowingly overcharged me as a function of their allegedly malfunctioning website, 3) wouldn't acknowledge the hotel's 'release of the extra room in the system' so that my money could be refunded and so that the room could have been rented to someone else at that time, and 4) intentionally mislead my banking institution in the charge dispute process. Specifically, GuestReservations waited over a week to post their third charge for the same room; the other 2 charges for the same hotel room posted almost a week before that third charge ----  thereby making it seem as though I made the reservations at different times instead of within minutes of each other (due to the GuestReservations malfunctioning website). This business intentionally defrauded me and I have 0 faith that they will make any attempts to rectify the situation. Regards, Complaint ID: 20424715    

  Business Response

  Date: 09/08/2023

  Hello Dee,
  
  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:08/03/2023

  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.

  August 2, 2023, paid the vendor $326.84 for a hotel reservation. The reservation was subsequently canceled on the same day and refunded by Booking.com/Fontaine hotel in the amount of $247.27. GuestReservations will not refund the additional $79.57 in fees they charged even though the vendors issued a refund in full without penalty/waiting all fees.

  Business Response

  Date: 08/08/2023

  Hello Jayme, 
  
  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: 08/16/2023

  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.

  I have repeatedly contacted GuestReservations to resolve this issue and they consistently claim someone will return my call, yet the issue remains unresolved.  Again, the booking this concerns was CANCELED with no penalty by the vendors (both Booking.com and the Fontaine hotel).  It is fraud for the remaining balance of $79.57 of additional fees charged by GuestReservations to remain outstanding.  A refund should be issued immediately. 
  

  **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: 20417199

   

   

   

  Business Response

  Date: 09/12/2023

  Hello Jayme,
  
  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:08/01/2023

  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.

  My husband booked a reservation at the hotel at Logan Airport in Boston. He did this online and thought he was dealing with the hotel directly. After the transaction had been completed he looked at his statement and saw to his surprise an additional charge of ~$200. In reviewing the transaction he found that he'd actually made it through GuestReservation rather than with the hotel. If there was any indication during that transaction of what the actual total cost was going to be, it was not made clear to him.

  Business Response

  Date: 08/08/2023

  Hello Noreen, 
  
  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: 08/16/2023

  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. This is a canned response that is the same as the response to every other complainant regarding this issue.  The additional fees were not obvious or we would have never completed the transaction with your business.  You should not be allowed to continue to operate in this fashion. Regards, Complaint ID: 20409571    

  Business Response

  Date: 09/08/2023

  Hello Noreen,
  
  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:07/20/2023

  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.

  We are dismayed by the unscrupulous and fraudulent activities of a third party vendor alternately posing as Guest Reservations, Hotel Values, GetARoom and CCI. We were scammed out of €471.30 and deserve a refund for a reservation made on Feb. 22 at 11:22 a.m. and canceled at 11:27 a.m. This elusive company, which goes by different names, disguises its true identity and corporate structure - both of which are opaque. It uses deceptive practices to trick customers into thinking they are on the hotel website itself, so that they make the hotel booking through the company rather than the hotel as intended. When the page is clicked and appears, the screen rotates upwards to disguise the fact that it is a third party hotel reservation company, and also uses "Guest Reservations" as a name to disguise itself as ibis budget Basel City Guest Reservations in this case. In addition, we were shown a price of 169 €, we thought it was an offer from the hotel. This is a fraudulent deception.

  Business Response

  Date: 07/28/2023

  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.
  
  As an independent travel network that works with 100,000 hotels worldwide, we're required to follow each hotel's cancellation policies, which unfortunately means we don't have complete control over the customer cancellation process. 
  
  
  Our Customer Care department is currently handling your case and a manager will follow up with you soon. In the meantime, please do not hesitate to reach out to us with any further concerns or questions.
  
  Sincerely,
  Guest Reservations™ Customer Care
  
  

  Customer Answer

  Date: 08/03/2023

  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.

  I am grateful for your efforts. I still have not received a refund, I have been defrauded of €471.30. Therefore, I request a refund of the full amount.

  
  Regards,

  Complaint ID: 20350955

   

   

   

  Business Response

  Date: 08/22/2023

  Hello *****,
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  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:07/02/2023

  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.

  I was tricked into a booking online from guestreservations. They advertised the room rate as $127 per night and immediately took me to a page to put my info in. I thought I’d be given a summary as I hit next but it booked the reservation and charged my card $1400. When I called the company to tell them I was never given a summary and would not have booked as that is 3 times what the hotel would charge he said he wouldn’t help me and it was non-refundable. I contacted Wells Fargo and they are investigating but they submitted a false document to my bank that supposedly shows that I clicked a button that said “I agree to pay $1400.” They also said I clicked a box acknowledging the cancellation was non-refundable. I never agreed to the amount or the cancellation policy. The room was well over $240 per night not the $127 as pictured and they charged outrageous fees for booking. We never even stayed at the hotel and the company refuses to work with me. Wells Fargo advises me to take them to small claims court. I don’t know what to do and feel extremely taken advantage of! There are multiple comments online about this company and Wells Fargo said they were familiar with them and issues like this.

  Business Response

  Date: 07/07/2023

  Hello **********
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  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. 
  
  Also, we understand you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 
  
  Despite our efforts to be transparent, we value your input, and our Customer Care team is handling your case and will follow up soon. Let us know in the meantime if we can do anything else to address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 07/13/2023

  I disagree with their comments. They do not make efforts to be transparent nor did they have any concern about customer satisfaction. I was given no summary prior to booking this reservation on my phone and had no idea the cost or cancellation policy. When I called immediately after making the reservation to cancel (again because I didn’t intend to book) they refused, saying it was not refundable. This company is a joke that looks to trick people into booking rather than offer a quality service.I have attached the actual picture of their “continue button,” which tricks you into booking, rather than the false document they submitted to my bank. If you want proof yourself follow the links on your phone and you will clearly see what I refer to. I’d advise everyone to avoid this company so they are not scammed like me.   

  Business Response

  Date: 08/03/2023

  Hello ********** 

  We hope all is well. We value your business and hope you are pleased with the resolution reached on July 21. Please reach out if you have any additional questions or concerns. Thank you.
   
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:06/12/2023

  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.

  I googled the Hyatt Grand Central New York and clicked on the first website. The Guests Reservation website misrepresented itself as the Hyatt website. They copied the format and design of the Hyatt website so I actually believed I was booking directly with Hyatt. Guests Reservation charged me a higher price than had I booked with Hyatt and also prohibited cancellations. Guests Reservations is engaged in false advertising and is purposefully misleading customers to believe that they are booking directly with Hyatt.

  Business Response

  Date: 06/19/2023

  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: 06/26/2023

  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.  The business has not taken any steps to resolve the matter. The business is engaged in deceptive advertising. Specifically, by mirroring hotel websites so that a consumer believes they are booking directly with the hotel. They are even paying to appear as the first link when you google a specific hotel. The business is not clearly disclosing that they are a separate entity. I only learned this after I had booked my reservation. 
  
  Regards,

  Complaint ID: 20177905

   

   

   

  Business Response

  Date: 07/20/2023

  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