Complaints

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

• Initial Complaint

  Date:03/24/2025

  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.

  Booked a reservation with this company back on March 3, 2024 for a 5 day event. Cancellation policy stated I had until June 20th to make changes or cancel the reservation. I called on June 19th and asked for the reservation to be cancelled. I was told the refund would be received between 7 and 10 days after that date. Forwarded my finances to my accountant to find that refund was never received. Tried contacting their customer service department. Cannot get through and there is no email address to contact. It is past the time frame for me to file a complaint with my credit card company.

  Business Response

  Date: 03/28/2025

  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.
  

  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 04/02/2025

  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.  I am still awaiting a mailed refund check, but assume they will be sending in good faith. Regards, Complaint ID: 23108767

• Initial Complaint

  Date:03/24/2025

  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.

  Complaint Against GuestReservations.com – Deceptive Cancellation Fees Date of Incident: [Date of Booking] Amount Lost: $4,606.16 I booked a hotel room through GuestReservations.com, which clearly advertised "Free Cancellations" as part of the booking policy. However, 8 days after I booked and 5 months before my reservation date I cancelled and was charged a $4,606.16 cancellation fee—despite the promise of free cancellations. This is a clear case of false advertising and deceptive business practices. The company misrepresented its cancellation policy to induce a sale, then refused to honor it. I have attempted to resolve this issue through my credit card provider (RBC Visa), but my chargeback request was denied. I am filing this complaint to warn other consumers and request a full refund due to the misleading nature of the transaction. I urge your agency to investigate GuestReservations.com for deceptive practices and hold them accountable. Desired Resolution: Full refund of the $4,606.17 cancellation fee. Supporting Documents Available Upon Request. Thank you for your time.  

  Business Response

  Date: 04/01/2025

  Hello ******** 

  our customers are important to us and we’d like to help. We looked into this matter and found that your case has been put on hold due to a credit card dispute placed on this purchase. Once this has been resolved with your credit card company, we will resolve this issue as necessary. Thank you.

  Sincerely, 

  Guest Reservations™

  Customer Answer

  Date: 04/04/2025

  Thank you for your response to my complaint. While I appreciate that you consider your customers important, your reply does not address the core issue: the deceptive nature of your website and the outrageous $4,606.16 cancellation fee imposed on my $6,056.05 booking. I mistakenly believed I was booking directly through the hotel’s official website due to the misleading design of GuestReservations.com, only to discover it was a third-party service with exorbitant penalties not clearly disclosed upfront. Attempting to cancel the very next day—well before my May stay in Belgrade—should not result in losing nearly two-thirds of the total cost.Your statement that my case is on hold due to the credit card dispute with Visa does not resolve this matter. I will not be canceling my Visa inquiry, nor will I withdraw from pursuing any other litigation or consumer protection avenues, unless and until the full $4,606.16 cancellation fee is reimbursed. This fee is unreasonable and disproportionate, and I believe it reflects unfair business practices that misled me as a consumer. I urge GuestReservations.com to issue a full refund promptly to avoid further escalation of this dispute.I look forward to a meaningful resolution rather than a delay tactic. Thank you.Sincerely Regards, Complaint ID: 23107537    

  Business Response

  Date: 04/25/2025

  Hello ******** 

  Our records show that your account has been refunded. See the attachment.  Feel free to reach out if you have any further issues. 

  Sincerely, 

  Guest Reservations™? Customer Care

• Initial Complaint

  Date:03/22/2025

  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 March 18, I booked a hotel room at Hyatt Arcade Cleveland through what I thought was the Hyatt’s own website. The reservation wasn’t until March 16 -18 of the following year (2026). I realized within hours of reserving that I picked the wrong type of room and called the same day to cancel for a refund. Guest Reservations (the site I actually used to book) denied my refund of $735.39. I also tried for a refund through their third party service web Beds who also denied me.

  Business Response

  Date: 03/26/2025

  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.
  

  Sincerely,
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:03/12/2025

  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.

  "Guest Reservation" spoofed the actual (Belgian) Hotel Website and did not disclose the excessive fees and tax recovery added to the cost of the hotel rooms until after I provided my credit card information. Thus significantly misleading the customer. I cancelled the reservation within 4 minutes of making the reservation, yet "Guest Reservations" has refused and continues to refuse to reimburse me the amount paid because this was a "non-refundable reservation" -- which only existed for 4 minutes. Extremely disappointing and misleading, and according to the Texas Deceptive Trade Practices Act, illegal.

  Business Response

  Date: 03/20/2025

  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.
  

  Sincerely,
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:03/10/2025

  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 2/7/25, I booked a stay at the Santa Clara Marriott. Due to the way that the Guest Reservations website is modeled, I was under the impression that I was booking directly through the Marriott. The terms of the reservation advertised “free cancellation.” On 2/22/25, I called the hotel directly, and they did not have a record of my booking. After much confusion I provided them with my confirmation number, and they informed me that it did not match the confirmation numbers generated by their hotel. I was fooled into thinking that I booked directly through them and not a shady third party site. Since the initial reservation had a link to cancel with “free cancellation” I did that. When I never received a refund, I contacted Guest Reservations, who told me they would reach out to the Marriott. After several days they responded that the Marriott denied my request and that they are subject to hotel policies. I called the Marriott once again and spoke to management, who are adamant that they have not collected any money in reference to my booking. They have not been paid, they do not have my card information. I keep calling and emailing Guest Reservations telling them that I know they are being dishonest about the charges in order to pocket my money. They keep responding with the exact same message which reads: “We reached out to our hotel partner the middleman in between and requested a one-time courtesy cancellation to waive the penalties associated with your booking. Unfortunately, the hotel partner has denied the request, and we will not be able to secure a waiver on your behalf. We haven't received any response that they agreed to refund us for the booking they charged us in full amount for this reservation” The Marriott has informed me on multiple occasions that this is a lie, yet Guest Reservations refuses to respond with anything else. I am getting nowhere trying to resolve this with them as they keep blaming the hotel for a refund being denied.

  Business Response

  Date: 03/14/2025

  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.
  

  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 03/21/2025

  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. 
  

  Initially, they agreed to refund $559.23. They told me it would take 5-7 business days to post to my account. When this time passed and I did not receive the refund, I contacted them by phone and was told by Angel F. that they would not issue the refund because I had previously filed a dispute with my bank against them. 
  

  I asked to speak to a manager which they refused but said one would call me back in 1-2 hours. I was expecting a call from Rhoda. This call never came, and furthermore they have now been ignoring my emails for several days. 

  
  
  
  Regards,

  Complaint ID: 23043146

   

   

   

  Business Response

  Date: 04/16/2025

  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:03/05/2025

  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.

  Guestreservations.com is a scam. The site masks being the hotel’s website and puts the hotel’s name in their URL so it appears to be the hotel’s direct website. They advertise the hotel’s advertised rate and do not disclose tax or fee amount. When you click RESERVE NOW they add nearly 50% in resort and service fees. I booked with a hotel I stay at 5-7 times a year (and ALWAYS through the hotel site) and the $78 rate which typically costs $90 was $133. I immediately called to cancel - citing they dis not disclose fees as required. Was told no refunds and only a $13 credit could be issued. There are laws regarding advertising taxes and fees. This company did not disclose any

  Business Response

  Date: 03/10/2025

  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.
  

  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 03/13/2025

  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: 23024833

   

   

   

• Initial Complaint

  Date:03/03/2025

  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 March 1st, I booked a hotel reservation through Guest Reservations, a website masquerading as the official hotel’s site, leading me to believe I was booking directly with the hotel. The advertised price claimed to be "inclusive of taxes and fees," but this was misleading. The total charge was higher than the listed price, including an $847.58 "service fee." Two days later, I contacted the hotel to verify my reservation and was informed they had no record of my booking, contradicting Guest Reservations' claim that my reservation was guaranteed. My total charge was $2,558.09, yet no reservation had been made. When I raised this with Guest Reservations, they advised me to cancel, stating that this was the best course of action and that once I cancel, they would then contact their hotel partner to ask if they are willing to waive any charges. However, they have already made it clear that if I cancel, they will keep the entire room rate and most of their exorbitant service fee, returning less than $200 to me. This is a predatory practice—they are misleading customers into canceling under the false pretense that it will help recover their money, when in reality, it ensures Guest Reservations keeps nearly the entire amount. Their claim that my reservation "may not show up until a few days before my stay" (which is almost three months away) is absurd. A guaranteed reservation should be immediately confirmed and visible in the hotel’s system. This is not a reservation. Guest Reservations’ practices are deceptive and unconscionable, charging exorbitant fees for reservations that do not exist while misleading customers into cancellations to keep their money. I am seeking a full refund of $2,558.09

  Business Response

  Date: 03/06/2025

  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.
  

  Sincerely,
  Guest Reservations™ Customer Care
  

  
  

• Initial Complaint

  Date:03/01/2025

  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.

  Guest services website is a scam! I was booking a comfort inn hotel, your website came up and it just like comfort inn website. FAQ says you give refunds but after booking you denied a refund for cancelled room. I was told I could cancel up until the day before my stay. I cancelled 3 weeks before stay but was denied a refund. Not to mention you charge over $400.00 for tax recovery charges and service fees. On each reservation.. I’m out 2304.56 (849.92 was the tax recovery) Even my credit card statement says HTLcomfortinncono.. Trying to make out that you are comfort inn , while you over charge people and won’t give refunds even though your website says it does.

  Business Response

  Date: 03/06/2025

  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.
  

  Sincerely,
  Guest Reservations™ Customer Care
  

  
  

  Customer Answer

  Date: 03/10/2025

  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: 23006336

   

  I received only one credit for 1118.22 they still owe me 1216.34 I won’t be happy until the other refund is received because, I was told I could get a refund until the day before the reservation. 

   

  Business Response

  Date: 03/26/2025

  Hello ******,

  we can confirm that our customer service team has issued your full refund and have considered this case closed. If there's anything else that we can help you with at the moment, please let us know. Thank you.

  Sincerely, 

  Guest Reservations™

• Initial Complaint

  Date:02/22/2025

  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.

  On February 21, 2025, I tried to book a reservation for the AmericInn at Wyndham in Red Wing, MN. The website was made to look like the hotel’s actual website, and not a third party website. When booking, I selected dates of 5/30/25-6/1/25, but after the booking was finalized, the dates had changed to 6/1/25-6/2/25, days that I wasn’t going to be there. I immediately called the number on the website to try and modify the reservation. They told me that they could not change the reservation at all. I then asked to cancel, and was told that they could cancel the reservation, but they would not refund me the $171.40 that was charged to me. I demanded to speak to a supervisor, and they said they would contact me to discuss the matter and potentially find a resolution within 2 hours. They failed to contact me and have not provided any meaningful solution. It seems they have used suspicious and predatory business practices to take and keep my money, and I am looking to be compensated for the trouble they have caused me.

  Business Response

  Date: 02/25/2025

  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.
  

  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 02/27/2025

  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: 22975838
  

   

   

   

• Initial Complaint

  Date:02/21/2025

  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 1/8/25, I got on a family wedding site to book a reservation at the Doubletree by Hilton Orlando East. I got out of the site to check Marriott and decided to go to the Doubletree site. I googled Doubletree and began booking the stay. The site stated Guest Reservations for Doubletree so I thought I was on the correct site. I saw no place to insert the wedding rate code. At the end of the booking, it stated "complete the reservation". At this point I thought I could click the button and then confirm with the rate. It confirmed it automatically. I immediately called the number on the site and was told I could not cancel, it was non-refundable. I explained the situation and was told I had to go to property to get agreement for refund. At that point they explained to me they were a 3rd party and not Doubletree. After speaking to the Doubletree property, I was told that they could not help me even though Doubletree never heard of not allowing cancellation within a certain time or just a cancellation fee rather than entire stay amount. I called Guest Reservations back and asked if they could at least give me wedding rate and that I found out that I booked an even higher rate for free parking when in fact all parking is free at this hotel. Again, Guest Reservations said if I cancel, I would still be charged $921.45. The rate I got was $212/night and extra fees of $285.34 as opposed to $150/night without extra fees. When charges went through Chase card, I filed a dispute as I felt this merchant was being unreasonable for a mistake, had fraudulent rates and did not act in good faith, including misrepresentation of their site. After filing the dispute, Chase told me that I agreed to terms and therefore they could not help recover or change the reservation in anyway.

  Business Response

  Date: 02/25/2025

  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

  Customer Answer

  Date: 02/26/2025

  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: 22972590