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:12/24/2024

  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.

  Went to what I thought was the hotel website; booked a room and when I got the confirmation email I realized it was from a third party website called Guestreservations.com. The confirmation showed "taxes and service fees" of $144. on a $218. room charge! Upon seeing this I immediately cancelled the reservation and received a "cancellation confirmation ". indicating that a refund was being processed to my credit card. Six days later and still no refund. I called their customer support number and was told that the charge was only a "pre-authorization " and would not be charged to my card. However, after one day marked pending on my credit card, the next day it appeared as a completed transaction charged to my card.

  Business Response

  Date: 01/02/2025

  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: 01/08/2025

  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: 22727242
  

   

   

   

• Initial Complaint

  Date:12/21/2024

  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 made reservation on the site & they tacked in all these fees. When I called to cancel they would not cancel & said it was non-refundable. They refused to let me talk to a manager & told me there is nothing we could do.

  Business Response

  Date: 12/31/2024

  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 other online travel agents, we charge applicable taxes and a service fee to cover 24/7 support and operating costs. We always disclose all fees and taxes on our webpage prior to booking and require customers to confirm the total amount. 

  As an independent travel network partnering with over 100,000 hotels worldwide, we are responsible for adhering to the specific cancellation policies set by each property. While we strive to provide flexibility, we regret that we are unable to modify the terms of these policies in this instance.

  Despite our efforts to be transparent, 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: 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.

  **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: 22718105

   

   

   

• Initial Complaint

  Date:12/06/2024

  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 7/21/24 I prepaid for a 4 night stay for my mother at the Golden Nugget Hotel in Las Vegas, using GuestReservations.com. Her reservation was there when she arrived, but they charged her credit card for the stay. The hotel says they don't know anything about it being prepaid. I can't get to speak to anyone at GuestReservations. I would like them to refund the $296.63 that I paid for the reservation.

  Business Response

  Date: 12/10/2024

  Hello *****, 
  
  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.
  
  
  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: 12/14/2024

  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’ve been offered a $95.16 refund. This is unacceptable. I need full refund of $296.93.  Paying the original amount of $296.63 did not pay for the hotel room. The hotel made us pay for the room at the end of our stay. This company did not provide the service (the room) for the agreed upon price that I paid.  
  

  Thanks,

  
  
  
  
  
  Regards,

  Complaint ID: 22650326

   

   

   

  Business Response

  Date: 12/29/2024

  Hello ****** 

  Our customer support agents are working to resolve this issue, and we thank you for your patience as we get a resolution for you.

  Sincerely,
  Guest Reservations™ Customer Care
  
  

   

  
  

• Initial Complaint

  Date:12/04/2024

  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.

  This business runs a scam in which they ask you to confirm one price with your credit card information but then after you confirm they add an extra fee. (In our case an extra $56 on top of the $136 that we confirmed). This fee is added after the fact so there is no way to cancel or back out of the transaction They then make it as difficult as possible to contact them or file a complaint

  Business Response

  Date: 12/10/2024

  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. 
  
  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: 12/11/2024

  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: 22642349

    While the business has refunded the fees added to our bill (after we had confirmed the original amount i.e. the extra $56.81 was not disclosed until after the credit card was run) we wound up paying for the hotel room separately at the behest of the hotel. Please see the attached receipt from my spouses CC. The hotel felt it was best to cancel the reservation as originally made and said they would accept a cancellation if the merchant contacted them about it. So we are requesting a full refund from the Guest Reservations.

  Thank you

   

   

  Business Response

  Date: 12/28/2024

  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:12/01/2024

  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 September 22, 2024, I stayed at the Westin Hotel in Waltham. Prior to arriving at the hotel, I went online to what I thought was the legitimate hotel website. The site guestreservations.com presents itself as the official website of the hotel. It's only when I arrived at the hotel that I found out I did not book the hotel directly. The cost of the room should have been 344, per the Westin employee at the desk. Guestreservations tacks on additional fees. If you Google the guestreservations, you'll see complaints that have gone back years, all similar to my own. I have no idea why this site has not been shut down. As I mentioned, they present as the legitimate website. I am hoping that I save other people from getting scammed. The credit card companies must know about this scam because when I got to the hotel I got a message from my credit card company asking if the charge was legitimate. I use the card the card also the time, and that's the first time I got a message like that in months.

  Business Response

  Date: 12/04/2024

  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

• Initial Complaint

  Date:11/18/2024

  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 through this company thinking they were the actual hotel. While I understand they have fine print on their website, it is easily overlooked and, I believe, done so intentionally. Upon arriving at the hotel I was told that I had no reservation and the hotel had no affiliation with the company I booked with. After an hour of arguing back and forth and showing the "confirmation number" that didn't exist to the hotel representative I had to pay a second time for the same room (considerably cheaper I might add.) I attempted to speak with a representative of guestreservations.com and was told I couldn't cancel the booking.... even though the booking didn't exist at the hotel I booked at. I will be filing attorney general complaints as well as disputing the transaction if they refuse to refund the amount charged.

  Business Response

  Date: 11/22/2024

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

  Customer Answer

  Date: 11/25/2024

  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 have not heard anything from any "manager" and the response provided doesn't give any explanation to the fact that the services paid for were not rendered. The hotel has no affiliation with this company and did not have a reservation for me when I arrived.... that's the entire premise of this complaint. A full refund is the only thing that I will be happy with and, if I must, my next steps will be to file attorney general complaints in my state and the business state giving all details of these interactions.  Regards, Complaint ID: 22573179    

  Business Response

  Date: 12/04/2024

  Hello ***** 

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

  
  

• Initial Complaint

  Date:11/08/2024

  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 through this site believing it to be the hotels actual site. I booked 2 King rooms for a conference a month in advance and upon arrival the hotel informed me that Guest Reservations only reserved one room when I paid for 2. I was then asked by the hotel to pay for the second room, which I did. I attempted to contact guest reservations to no avail and received no response. The email in which they emailed me from does not allow replies, the customer service phone number simply hangs up on you unless you are attempting to book a new reservation. Now I have paid for 3 rooms instead of the 2 I was supposed to pay for. I have filed a chargeback on my credit card for $229.01 which is half of the amount I paid for what was supposed to be 2 rooms. The receipt from Guest reservations shows that one room was booked for Eileen Gaffney and the other for ***** *********. I am asking that the $229.01 be refunded.

  Business Response

  Date: 11/14/2024

  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 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 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 Car

  Customer Answer

  Date: 11/15/2024

  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 was not under the impression that Guest Reservations was affiliated with the hotel, however, I reserved two rooms through the Guest Reservations web site and upon arrival to the hotel was informed only one room was reserved by Guest Reservations. I was forced to pay for an additional room due to the error on Guest Reservations part and am therefore requesting a refund for the second room that I paid for with my original reservation which totals $229.01.  I have included the original reservation with confirmation number that shows that TWO rooms were reserved. My request is for Guest Reservations to refund the $229.01 back to my credit card as this was an error on their part when the rooms were reserved.  Regards, Complaint ID: 22532672    

  Business Response

  Date: 11/26/2024

  Hello *******

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

• Initial Complaint

  Date:11/07/2024

  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 was looking to book a hotel at the Court Yard By Marriott City Avenue in Philadelphia, PA. I booked through a third party which is this company “Guest Reservations”. Upon booking the price more than was initially advertised. I was told that the ticket was non refundable but if I received approval from the hotel to cancel I would receive a refund. The hotel itself cancelled and sent me documentation displaying $0 balance. I was told to email this to Guest reservations where they cancelled the reservation on their end and said I should receive a refund. I received notification that the claim was denied by the hotel and I will not receive a refund despite having proof that this not true. They will not let me speak to a supervisor or provide any information. The Hotel states on their end it no longer shows I have that reservation. Their Phone number is

  Business Response

  Date: 11/14/2024

  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. 
  
  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: 11/15/2024

  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: 22528274

   

   

   

  Business Response

  Date: 11/25/2024

  Hello ******* 

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

  
  

• Initial Complaint

  Date:11/07/2024

  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.

  Back in September I had booked a week stay in Tampa FL, while I didn't realize at the time that this site wasn't actually affiliated with the Hilton hotel I was booking at, that is my fault for not paying closer attention. However, my issue is due to the events around my cancellation that I processed. When we arrived at the Tampa hotel, due to the first hurricane that hit the area, the hotel had no power and a number of other issues they were going through, making the stay absolutely unmanageable. The staff at the hotel told us that cancellations would be processed without any argument, but that since I booked through a 3rd party, I would have to go through them. The moment I checked in to my new hotel, I called Guest Reservations and told the representative all of the events that happened, and she let me know that a fee waiver could be obtained in this instance, and that she sent out for an approval with their "hotel partner". After 7 days of waiting, I got an email back saying that they couldn't get ahold of their "hotel partner", and as such the fee would still be charged. I called the hotel myself (they answered on the 2nd ring) and asked if anyone had contacted them, to which they said "no". I called Guest Reservations back and let them know that I had gotten ahold of the hotel just fine and was assured that a representative there was ready to give them the approval that they were waiting for. The Guest Reservations representative again let me know that they would reach out to their "hotel partner" to process the approval, and again 7 days later I received the same email telling me they couldn't get ahold of them. I called back the hotel for a 3rd time, and they put through a manual approval for my reservation, so the money should have been returned to Guest Reservations, however, no one has reached out and still no refund has been processed. It's been several weeks, it's apparent that this company is not actually trying to resolve this issue.

  Business Response

  Date: 11/14/2024

  Hello ****** 
  
  
  We apologize for the negative experience you had with Guest Reservations™ and want you to know that customer satisfaction is our top priority.
  
  We understand that you were under the impression that Guest Reservations was affiliated with the hotel you booked. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all of our web pages and customer communications.
  
  We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
  
  Our Customer Care department is currently handling your case and a manager will follow up with you soon. In the meantime, please do not hesitate to reach out to us with any further concerns or questions.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  While I appreciate the business responding to my complaint, I don't accept the response as it does not resolve my actual issue. If their management team is truly working on resolving my issue, then that is great, otherwise I am in the same exact position I have been in for 2 months now. If there is anything that I can do on my end to expedite the resolution and refund, I would like to know. It still just feels like nothing is being done on their end, I don't understand how they're "not able to get ahold of our hotel partner" to finish processing my refund.. 
  
  
  Regards,

  Complaint ID: 22526124

   

   

   

  Business Response

  Date: 11/25/2024

  Hello ****** 

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

  
  

• Initial Complaint

  Date:11/06/2024

  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.

  Guests Reservation is a travel agency that actually impersonates the hotel's booking systems by showing up on Google as the main option and embedding the hotel name on their website. as a consequence they lead you to believe you are actually booking directly at the hotel when in turn you are going through a travel agency. They have extremely unfair conditions once you have booked, not allowing for refunds of any nature, despite the hotels actually allowing to this. They also showed me price in one currency, but charged me a different one, causing me a 30% difference in the total cost. Once I've noticed I was not booking directly with the hotel, I called their help desk and I was informed I was going to be charged 100% of the cost if I decided to cancel.

  Business Response

  Date: 11/14/2024

  Hello ***** 
  
  We apologize for the negative experience you had with Guest Reservations™ and want you to know that customer satisfaction is our top priority.
  
  We understand that you were under the impression that Guest Reservations was affiliated with the hotel you booked. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all of our web pages and customer communications.
  
  We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
  
  Our Customer Care department is currently handling your case and a manager will follow up with you soon. In the meantime, please do not hesitate to reach out to us with any further concerns or questions.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 11/18/2024

  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 have now been refunded the fees in question after initiating a complaint on another website, however the company's behaviour remains unethical by pretending to impersonate the hotels themselves. The case can be closed as no further action is needed, however, their marketing tactics remain unethical Regards, Complaint ID: 22522277    

  Business Response

  Date: 11/26/2024

  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