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:02/19/2025

  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.

  I booked a hotel room through this site for June 17-18, 2025. The website confirmation shows the correct dates. Then I received an email stating that my booking was for February 17-18, 2025 (the day I was booking, which meant it was already almost 9pm on that day in Scotland), which is not what I booked. Furthermore, I contacted that hotel immediately regarding the booking and they had no record of a booking in my name (either for February or June). I called the company and requested clarification and for a refund and was told that there was nothing that they could do and they don't know why the website shows a different date. They then emailed me a cancellation of my reservation (cancellation #C5455690110) but I have not received a refund.

  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.The company stated that they would not refund us the amount and cancelled our reservation and our bank cancelled our cards and started an investigation because they were flagged as fraud. However, that investigation is pending because the business is refusing a refund.I would like an immediate refund. That can be accomplished by the business either consenting to our bank to issue the refund or issuing the refund themselves, in which case our bank will release the freeze on the funds. Regards, Complaint ID: 22961503    

  Business Response

  Date: 03/17/2025

  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.

   

• Initial Complaint

  Date:02/18/2025

  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.

  Two complaints: One 2/18 I needed to add a night to an existing reservation. Unfortunately, I accidentally booked through this site because at a glance I thought it was the actual hotel website. Secondly, I book my travel for business and normally never book non-cancellable rooms. At this point, I can't prove I booked a cancellable room, but when I received the confirmation, it was for a non-cancellable room reservation. I really suspect 'Guest Reservations' took my original request for a cancellable room, booked a non-cancellable room through expedia or priceline, and pocketed the difference. Checking today (2/18) on the 'Guest Reservation' site non-cancellable rooms were not even an option - all of the rooms were cancelleable through March 29th. Secondly when I called to complain, I was initially sent to an automated phone system that took my request to talk about cancellation of the room as a request to 'cancel the room'. Once I reached an associate, I was told the room could not be re-instated as I had cancelled it. I explained that it was their system that automatically generated the cancellation and I wanted the room - they refused to help and I'm out both the room and the money. Everything about this business feels seedy - you can see it in the other complaints - DO NOT BOOK A ROOM THROUGH 'GUEST RESERVATIONS'.

  Business Response

  Date: 02/20/2025

  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

  Customer Answer

  Date: 02/28/2025

  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.

  While I was able to eventually receive a refund from the hotel itself, this business, 'Guest Reservations' still knowingly attempted to deceive the casual viewer of the site into believing they were booking through the legitimate hotel site.  In addition, they were incredibly hard to work with regarding the cancellation, their automated systems seemed to be designed to trick the consumer, and as a third party know there is no trackability or accountability for any actions they take in booking the reservation on your behalf.  I would still recommend no traveler book, ever, through Guest Reservations.  

  **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: 22958408

   

   

   

  Business Response

  Date: 03/07/2025

  Hello ****, 

  We appreciate your patience as we worked to resolve your concern. Our customer support team has addressed your issue. With this resolution in place, we now consider this matter closed. If you need any further assistance, please don’t hesitate to reach out. Thank you for being a valued customer.

  Sincerely,
  Guest Reservations™ Customer Care
  
  

• Initial Complaint

  Date:02/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 5th we booked a hotel reservation through Guest Reservations not realizing it was not the true hotel website. We were prompted that cancellation was free on the booking screen and refundable. We canceled within under 10 minutes and we were charged the full room cost as a cancellation fee. They claim they reached out to the hotel to see if they (sonesta suites) would refund Guest Reservations who could then refund us. They claim it was denied. But, I have in writing from Sonesta that the third party reservation was in fact never paid for and that I should get a full refund. All of the details are in a PDF attached. We rebooked the room through Sonesta's website so we are now out the room fee we paid Guest Reservations and the new room fee, a total of almost $2800. I wonder now if we didn't cancel, would we even have had a room through them? Countless reviews online say otherwise. They should be shut down.

  Business Response

  Date: 02/14/2025

  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 surprised to learn that Guest Reservations is not affiliated with where you made your reservation, and we apologize for any confusion. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all our web pages and phone calls.
  

  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: 02/19/2025

  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.  The company refunded our money last week. I hope they do not continue to do this to other users. Regards, Complaint ID: 22927780

• Initial Complaint

  Date:02/10/2025

  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.

  I booked a hotel at what I thought was company I would be staying with. Due to a change in the event that I would be attending, I needed to change the date of the reservation. I called the company I booked with which did not turn out to be the Doubletree hotel and they absolutely could not change the date of my booking. Their policy includes a statement about no refunds on cancellations, early departures or no shows. I reached out to the hotel I attempted to book with and they said it wouldn't have been an issue to change my booking dates had I booked with them. I called the guestreservations.com team back and was again told that they could not change the dates of my booking. I requested to be escalated to a manager, they were unable to do that "Due to availability" and kept requesting I cancel my reservation because that was "all they were able to do". I asked the man on the phone whose name was provided as "EA" if they were scamming people to which he said yes and asked if I was willing to be put on a hold. When he returned he again asked if he could reach out to their parent company to cancel my reservation I declined answering. I stated that they were not operating in good faith and he said yes. I again asked near the end of the call if they were an organization who was scamming people and he said yes. Through 3 separate affirmations the person who was assisting me "EA" confirmed they were scamming people by not allowing them to make modifications to their reservations. Most people are happy because they do not have to change their plans, but the few who need to modify their reservations are not able to and are scammed out of their money.

  Business Response

  Date: 02/14/2025

  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 surprised to learn that Guest Reservations is not affiliated with where you made your reservation, and we apologize for any confusion. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all our web pages and phone calls.
  

  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: 02/20/2025

  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. Your website does not specifically state that you are unable to make modifications to reservations. Along with the phone conversation I had with your representative, it does not appear your company is operating in good faith. I read through your terms of service and did not find anything that stated you were not able to make modifications to reservations "due to the limitations of your system" which should be made abundantly clear to your customers.The apology that you provided is not acceptable restitution for being intentionally deceptive towards your customers. I would like a full refund and for you to be transparent on your website regarding the limitations of your system.  Regards, Complaint ID: 22922715    

  Business Response

  Date: 03/05/2025

  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:02/03/2025

  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.

  On January 14th, 2025 10:40 am – I made a reservation through Guest Reservations for a Marriott hotel for the dates of April 22 – 24th, 2025. This reservation was made for government funded work travel, and I mistakenly made a reservation without selecting the government nightly rate. FIVE minutes late, at 10:45 am on January 14th, I cancelled the reservation so I could resubmit with the government rate. I noticed I was still charged $766.17. I called Guest Reservations and was told about the non-refundable cancellation fee. A few things I would like to point out: When I go complete a reservation, the terms and condition posted is simply a link, nothing indicating I would not be refunded. When I click on the terms and conditions, under Cancellations and Changes, the following is stated: "each reservation is subject to the hotel providers change and cancellations polices, which variers by provider." The Marriott cancellation policy for a reservation on the April 22 – 24 dates is as follows: "You may cancel your reservation for no charge before 11:59 PM local hotel time on April 10, 2025." If we are following this policy as indicated in the terms of the Guest Reservations company noted above, I am entitled to a refund as I cancelled within 5 minutes of making the reservation, an entire 3 months prior to reservations dates. Additionally, I notice this in the terms and conditions: “… you will be charged the change or cancellation fees (s) as stated on your confirmation emails or as indicated in the policy for the hotel.” First, the email is received AFTER making the reservation. You are not alerted PRIOR to making the reservation that is it nonrefundable. Second the terms and conditions indicates that I can be refunded according to Marriott's cancellation policy. I have spoken to their customer service, escalated the issue to management to no avail, they stick to I will not be refunded. I have emailed several times including there "legal" team with no response.

  Business Response

  Date: 02/12/2025

  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: 02/14/2025

  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: 22894740

   

   

   

• Initial Complaint

  Date:01/26/2025

  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.

  January 25, 2025 Guest reservations (GR) provides that web page that makes it appear you are on the hotels web page (Red Lion Hotel, Coos Bay, OR). Very attractive nightly rates are quoted without taxes and fees, and the promise "no fee cancellation" is listed (as is common practice this hotel). After room selection, and customer information entry, the confirm button is offered without disclosing actual taxes and fees (again, not hotel practice). Terms and conditions must be accessed by location a small hyperlink, but "no fee cancelation" was listed previously, so I did not click the link for details. After pressing the confirm (not "payment") i believed I would opportunity to review full nightly prices with taxes and fees. I was not given that opportunity--payment was immediately taken from my credit card. Nightly rate of $96.43 x2 night was $192.86 for February 11, checking out Feb. 13. Expected taxes (according to the hotel, should have been about $27), however I was charge a total of $129.26 for "Tax Recovery and Service Fees". I have attempted to cancel and receive a refund. The local hotel (Red Lion in Coos Bay, OR) has been very supportive and helpful. The gave me the number to call and said to have GR call them to authorize the refund. I called the number 866-656-8207 and the rep said he would call and get authorization. He called back 20 minutes later and said the "reservations team" at the hotel had instructed him to have me call priceline.com to have them call and get an authorization to refund my $322.12. I called my contact at the local hotel and they had not received a call from GR. He was perplexed on why priceline.com would be involved. Obviously the GR representative had lied and was sending me on wild goose chase.

  Business Response

  Date: 01/31/2025

  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: 02/05/2025

  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: 22859648
  

   

   

   

• Initial Complaint

  Date:01/19/2025

  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.

  Buyer beware. Scam artists. They do not show their fees prior to purchase and tack on $150+ to your hotel reservation. Upon calling they will tell you that the fees were there prior to running the card, they were not. They will tell you the best they can do is give you a 5% discount, then 10%, then 15%, then 20%. Every time saying this is the absolute best that I can do. They will also tell you the supervisor is engaged in another conversation, but they said they can call you back.

  Business Response

  Date: 01/23/2025

  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:01/10/2025

  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.

  I am writing to address a serious concern regarding my recent reservation made through GuestReservations.com. Reservation Details: - Confirmation Code: R5373125566 - Subtotal: $2,301.44 - Taxes & Fees: $1,321.99 - Total: $3,623.43 Upon making the reservation, I was under the impression that I was dealing directly with the hotel due to the way the website is presented. It was only after the transaction was completed that I realized I had been redirected to GuestReservations.com. The substantial upcharge for unspecified fees and taxes was unexpected and concerning. Additionally, I am currently in Hawaii on military orders and, unfortunately, cannot be reimbursed for lodging booked through third-party websites. This situation poses a significant financial burden on me, as the reservation was made under the assumption that I would be eligible for reimbursement. The website’s cancellation policy states the reservation is non-refundable, which further complicates the matter. I reached out to the company twice by telephone and once by email in accordance with their terms and conditions, which state that any claims or disputes should first be addressed with your Customer Service Department. I requested a detailed breakdown of the "Taxes & Fees" charged to my account, as well as an explanation for the significant increase in cost. I believe this situation warrants a reconsideration of the charges or a possible refund, given the circumstances under which the reservation was made. Their automated response to my email is as follows: “Hello, Thank you for your email. We have a friendly reservations support team ready to help you with any questions you may have. Please give us a call Call Us Today @ +1 (888) 650-0115. We look forward to speaking to you. Thank You The Reservations Portal Team” I am seeking cancellation of the remaining nights and full refund for the unused nights.

  Business Response

  Date: 01/15/2025

  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

  Customer Answer

  Date: 01/17/2025

  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 bel0w.My original complaint includes pdfs of correspondence with Guest Reservations. Their response to the BBB is unacceptable. I have their receipt, sent directly via email. Correspondence is reattached. The business  has not provided a breakdown of taxes and fees. Regards,Complaint ID: 22793846    

  Business Response

  Date: 02/05/2025

  Hello ****** 

  Thank you again for this information. Unfortunately, we do not have a reservation that matches the number provided. Please be sure to check your junk or spam folders for a confirmation email from Guest Reservations™. This email will include a reservation number beginning with "R". Once we receive this number, we will be able to confirm your reservation and further assist you with this matter. Thank you.

  Sincerely, 

  Guest Reservations™

• Initial Complaint

  Date:01/06/2025

  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.

  The date of occurrence was August 18, 2024. A room was purchased at a Hampton Inn Hotel in Patterson CA for a four day stay. Check in was August 19, and check out was August 23. However, there was a change needed to be made to the reservation. I requested the change before checking in at the Hampton Inn. I spoke with both the Hampton Inn manager and with an agent with Priceline. Priceline was using a 3rd party service to handle the money exchange. The money was exchanged through the Priceline website. The company managing the money exchange stated that I would receive a refund for the days I didn't stay there, but that I had to contact them in order to get that refund processed. So I emailed them a copy of the Hampton Inn invoice confirming I had checked out a day earlier like I said I would. Both the hotel manager and the 3rd party company, Guest Reservations, confirmed that I would receive a refund once I confirmed check out. Hampton Inn refunded Guest Reservations, and only charged the amount for the three days I stayed at the hotel. But Guest Reservations did not refund my card. I called them in November to find out why I was never refunded and reaching them was nearly impossible. When I did reach them they claimed I didn't contact them to confirm I had checked out. I had in fact emailed the agent I spoke with from their company with my check-out receipt. My case number for this exchange with them was: CN05342416. I asked for someone who better understood the situation, the person who handled my case, and they said that she wasn't available. They also said a manager wasn't available but that they could have someone call me back. No one ever called me back. They stole money from me under the guise that I didn't follow their instructions, when I had. I want my refund.

  Business Response

  Date: 01/07/2025

  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: 01/07/2025

  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. The response that it is being looked into is the same one given to me back in November 2024. There has been plenty of time to respond to this request to be refunded like I was promised in the emails I attached in my complaint indicating a refund was due back in August 2024. No refund was received from the original date I submitted my invoice from Hampton Inn, and no refund was received after my outreach to the company in November. On top of that the company has refused to email me back anything or handle this case via email as it would hold them accountable to their words in ways a phone would not because those aren't recorded. However I do have a witness confirming an agent with Guest Reservations would refund me the difference of one day, and that is the manager of the Hampton Inn Hotel in Patterson, CA. I do not want to continue being told one thing and waiting for something that will never happen. An email of, "wait while we look into this." is not sufficient as there has been plenty of time to address this issue since the initial date of my card being charged in August of 2024.   Regards, Complaint ID: 22769193    

  Business Response

  Date: 01/16/2025

  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:01/01/2025

  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.

  Around 9 AM on December 30/2024 I went online to book an overnight stay at Harrison Spa Motel. It appeared that I was dealing directly with the Motel website. It even allowed me to 'login'. I found an available room to my liking and selected it. Without breaking down any of the prices it asked me to fill in my credit card details. That didn't sit well with me but I proceeded to fill out the details. After completing it, I got a bad feeling and backed up from that screen. There was no confirm and pay button. No final confirmation whatsoever. Upon backing out of the Credit Card Information page I received notice that my room had been successfully reserved. Not through the Motel but through 'Guest Reservations tm'. I had been staying at this hotel regularly the last couple of weeks, so I was surprised by the increased price as well as a 'Tax Recovery'? fee of $51.19. I had been scammed. I phoned their international customer assistance line. An automated voice asked me the reason for my call. One of the options was to 'cancel a reservation'. They kept me on the phone for over 17 minutes on a long distance call, dragging out the call as long as possible to finally tell me they don't offer refunds. Insult to injury, that cost me even more money. I did NOT commit to any purchase or payment with Guest Reservations tm, and I would like a full refund for the motel charges. This was full on theft. No agreement had been made whatsoever. My money was outright STOLEN. My Booking Ref. # was 4395584376. my Booking Confirmation # was R5351893198 Sincerely,

  Business Response

  Date: 01/07/2025

  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 surprised to learn that Guest Reservations is not affiliated with where you made your reservation, and we apologize for any confusion. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all our web pages and phone calls.
  

  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

  Business Response

  Date: 01/07/2025

  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 surprised to learn that Guest Reservations is not affiliated with where you made your reservation, and we apologize for any confusion. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all our web pages and phone calls.
  

  We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
  

  Our Customer Care department is currently handling your case, and a manager will follow up with you soon. In the meantime, please do not hesitate to reach out to us with any further concerns or questions.
  

  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 01/10/2025

  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: 22753863