Complaints

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• Initial Complaint

  Date:06/16/2022

  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.

  They will tell you that your hotel room is about $69 and then charge you $111. I went to book a hotel room for Holiday Inn express in Oklahoma City. Guest reservations fraudulently And deceptively spoofs as the legitimate hotel website (they use holidayinn express.com/guestreservations and copy the UI as precisely as possible in order to trick you into thinking you are on Holiday Inn’s website). I was told the hotel room was $69 a night. Upon pressing book now to which I believed I was agreeing to pay $69, I received a confirmation saying that my total was $111. This company intentionally deceives their customers and rips them off by hiding these additional fees and the added charges below the submit payment button so that they are completely hidden on mobile. You only find out once you have confirmed your reservation that you’ve been charged double what was quoted and you are unable to get a refund. They are intentionally deceiving people and price gouging. Additionally, they are paying exorbitant add fees to be the first result regardless of what hotel you type in to book. I can’t even believe this business has not been shut down or sued by now. I hope someone does!

  Business Response

  Date: 06/20/2022

  Hello *********
  
  We are sorry to hear that you had a negative experience with Guest Reservations™. Customer satisfaction is of the utmost importance to Guest Reservations, and we want to
  make sure that we learn from your experience and improve our service.
  
  Guest Reservations is an independent travel network, offering reservations and exclusive
  deals for more than 100,000 hotels throughout the world. We try to make the hotel
  reservation process as easy as possible through our streamlined website that compiles the
  best rates from top suppliers on the best rooms.
  
  Customer satisfaction is of the utmost importance to Guest Reservations, and we want to make sure that we learn from your experience and improve our service. Just like when you book through a hotel directly, Guest Reservations must charge its customers for all applicable taxes, including any hotel taxes. 
  
  Further, by charging a service fee for all of its reservations, Guest Reservations is able to offer 24/7 customer support and operate as an independent travel network. To make sure that customers are aware of all fees and taxes, Guest Reservations clearly discloses the total amount and requires customers to click to agree to their credit card being charged and
  to acknowledge that Guest Reservations is an independent travel network prior to processing the completed reservation request.
  
  We also understand that you were surprised to learn that Guest Reservations is not affiliated
  with the hotel where you made your reservation. We are sorry to learn of this
  misunderstanding. Guest Reservations tries to be as transparent as possible in disclosing
  that it is an independent travel network, which is not affiliated with any hotel. On every
  phone call one and every one of its webpages, Guest Reservations proudly mentions that it
  is an independent travel network, servicing thousands of hotel properties worldwide.
  
  Despite our efforts to be as transparent as possible, Guest Reservations remains concerned about your negative experience. Your case is currently being handled by a Manager within our Customer Care department who will follow up with you soon. In the meantime, please do not hesitate to contact us to discuss how we can address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care