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:11/04/2024

  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.

  I wanted to book a stay at the Chateau Elan in Georgia and when browsing I encountered a deal on guest reservations and gave them a call to book my stay on Sept 28, 2024. I booked online and was told my fees would be used for additional fees such as resort fees which I agreed to. When the reservation was booked I received a breakdown of my cost with the extra 399.82 stating "This charge includes the estimated amount we pay the hotel for occupancy related taxes owed by the hotel and any amounts charged to us for resort fees, cleaning fees, and other fees. The balance of the charge is a fee we, the hotel supplier and/or the website you booked on, retain as part of the compensation for our and/or their services which varies based on factors such as location, the amount, and how you booked.covers ." My understanding was that this charge as it claims covers any additional fees that the hotel may charge INCLUDING as they mentioned the resort fee. However after my stay as I was checking out the hotel gave me a bill that includes taxes and the resort fees. I told the hotel there was a misunderstanding as guest reservations (or as they like to call themselves Priceline Precise) had already paid those fees on my behalf. However the hotel states that the third party companies are only charged for the rooms and are never charged for any additional fees. Therefore I had to pay the hotel an addition $340 in resort fees and when I asked guest reservations what that money I paid them was used for they deny that it is used for any additional hotel fees and states it only covers "taxes." However when I confronted them on why this tax is an additional 40% on top of my hotel reservation they could not justify it. I showed them evidence from the hotel and their own email stating what the charges for and they tried to only give me a partial refund and are refusing to refund the full amount.

  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.
  
  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: 22504312

   

   

   

• Initial Complaint

  Date:11/02/2024

  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.

  Website offers certain price per night with over $150 in hidden fees with no itemized list of charges. Also the offer a price match guarantee but when you ask they tell you it's before their fees. They also offer an option to cancel your reservation but then tell you your reservation isn't cancelable once you try to cancel it. Then you call and they offer absolutely no services or help with situations. I'm in the sales business so I get it but they're wording and available post purchase options are extremely miss leading. It just seems like they want to get an initial sale but once that is complete there is little to no help.

  Business Response

  Date: 11/20/2024

  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 you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 

  As an independent travel network that works with 100,000 hotels worldwide, we're required to follow each hotel's cancellation policies, which unfortunately means we don't have complete control over the customer cancellation process. 

  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. There is no itemized list of what the service fees are up front. They only statement about it is that the charge is plus taxes and fees with no actual amount until you proceed with the purchase. I use companies to book stays all the time and they are very upfront once you pick the rooms.  Its a dishonest and deceiving sales tactic and I will never use this business again.   Regards, Complaint ID: 22505466    

• Initial Complaint

  Date:11/01/2024

  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.

  Reservations made by this third party agency, claiming to be a Travel Agent, are fraudulent. Cancellation policy was not adhered to and Guest Reservations refuses to refund the purchase made within the cancellation policy fine print (received AFTER the booking): "On all otherwise cancellable rates, for any hotel you will be charged for a one-night stay in the hotel, including all hotel tax charged by the hotel, and any fees charged by Travel Agent for the total booking, IN THE EVENT YOU DO NOT CANCEL YOUR RESERVATION WITHIN THE TIME INDICATED ON YOUR CONFIRMATION RECEIPT for the reservation." I canceled WITHIN the time indicated on my confirmation receipt. The cancellation was made two hours after the booking, 48 hours prior to check-in. After waiting until 10/31/24, I contacted Guest Reservations, (multiple calls to get through to a person), and the customer service representative said that they are NOT going to REFUND the cost of the reservation: $367.39. All business transactions by this entity, "Guest Reservations," should be BLOCKED as a FRAUDULENT entity based on the numerous complaints by consumers.

  Business Response

  Date: 11/10/2024

  Hello ****** 

  
  We apologize for the negative experience you had with Guest ReservationsTM and want you to know that customer satisfaction is our top priority.

  
  We understand that you were under the impression that Guest Reservations was affiliated with the hotel you booked. As an independent travel network, Guest Reservations is not affiliated with any hotel, and we strive to be transparent about this on all of our web pages and customer communications.

  
  We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
  As an independent travel network that works with 100,000 hotels worldwide, we're required to follow each hotel's cancellation policies, which unfortunately means we don't have complete control over the customer cancellation process. 

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

  
  Sincerely,
  Guest Reservations™ Customer Care
  

  
  

  Customer Answer

  Date: 11/12/2024

  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: 22501811

  Dear BBB.

  The response is that they will continue to investigate the complaint. Please do not close the complaint because it has NOT BEEN RESOLVED.  The cancellation document I have attached reflects that refund eligibility is based on the data of cancellation.  I cancelled within the time limit stated. Therefore, I should be getting my money back.  They refuse.  Therefore, the complaint has not been resolved.   

  Business Response

  Date: 11/23/2024

  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. As an independent travel network that works with 100,000 hotels worldwide, we're required to follow each hotel's cancellation policies, which unfortunately means we don't have complete control over the customer cancellation process. 

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

  Sincerely,
  Guest Reservations™ Customer Care
  

  
  

• Initial Complaint

  Date:11/01/2024

  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 title and use of the hotel name for billing practice misguides a customer with limited understanding that a customer is not booking directly with the hotel. Only upon close review after the fact do you learn that it is a third party company. Everyone expects to have an associated taxes and fess to some regards but a $98 fee for two hotel nights that were advertised $110 per night. Consumers are being misled and it is not right. I reached out to the company filed a complaint. Their response offered very little response or care for their lack of transparency claiming as a consumer you should cancelled if you were not happy with the fees that it was all disclosed to me. I recognize that disclosure is in the fine print after the fact. I’m filing this complaint with the BBB because I do not believe their name and use of the hotel name for billing represents transparency that they are a 3rd party but rather “hides” it and taking advantage of consumers who are not carefully reviewing every detail. I don’t want this to happen to others. Booking Ref. # 66764876517 Booking Confirmation # R5233979762

  Business Response

  Date: 11/10/2024

  Hello ******** 
  
  We apologize for the negative experience you had with Guest ReservationsTM 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: 11/12/2024

  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 and my response are attached.  

  Thanks!
  
  
  
  
  Regards,

  Complaint ID: 22500227

   

   

   

  Business Response

  Date: 11/20/2024

  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

• Initial Complaint

  Date:10/31/2024

  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.

  10/24/24, 5 of us arrived at Hyde Beach House at **** ** ***** *** ********** **. We booked with Stay Sol-AirBnB. The room was $1,300 & resort fees were $140.00. We rec'd 2 beach towels total & the tv's didn't work. The sofa was filthy. We requested additional toilet paper & were denied. We had a roach issue. I called the front desk & they told me to call the “host” of the AirBnB. I called the “host” & was informed they'd contact a "superior" about the situation. An hour passed & we saw more roaches. I called the “host” & was informed housekeeping & maintenance would come the next morning. I explained we didn't want to stay there. They informed us they escalated the issue to a “superior”. 10/25/24, 9:45am, maintenance came & fixed the tv's. 3:00pm, housekeeping came with a can of “Raid” roach spray asking if we wanted to spray or did we want him to. He sprayed in certain corners & left the “Raid” spray in the kitchen. 6:30pm, I called the “host” to explain we saw more roaches-no answer. I texted them & they stated their team stopped by earlier & could come back. I said we didn't want to stay there-we wanted a refund. They said their “superior” would call us. That night & the next day (10/26/24), I opened the refrigerator & saw a roach crawling in the crevice of the freezer. I called & texted the “host”-no reply/no text message/nothing. The next time we heard from the “host” was 10/27/24, 9:40am reminding us to checkout that day by 11:00am. I sent them pictures & videos of the roach experience & of the filthy sofa. I complained again when checking out. We overheard another guest mention they had roaches in their room-they demanded a refund. Another guest was in tears because she too saw roaches in her room. I informed the “host” & front desk I would be calling the local Health Dept. $22.00 was removed from the resort fee b/c we paid $118.00 at checkout opposed to $140.00. $22.00 doesn't compensate for the horrible experience, stress, lack of sleep, etc. we endured.

  Business Response

  Date: 11/10/2024

  Hello ******  

  
  We're sorry your Guest ReservationsTM experience didn't meet your expectations. We take customer satisfaction seriously and want to help.

  
  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: 11/12/2024

  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. It took 11 days to respond only to say that you received my request. Again, no sense of urgency or concern for the customer. I am requesting a full refund asap because at this point, you clearly do not care the inconvenience, stress, and breakdown you caused. It should not take that long to resolve this situation.  Regards, Complaint ID: 22499181    

  Business Response

  Date: 11/25/2024

  Hello ******  
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  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:10/29/2024

  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.

  Trying to book a hotel room in a hotel I stayed before in Chamonix France. A website pops out with the name of the hotel and the “convenient name” guest reservation, that made me believe it was the actual hotel website. After selecting big my dates it gave me a price about 265 euros ( approximately). So it induced me to think that was the full charge… than asked my information and website is made in a way that prompts you directly to payment info , and give you the full price later… than to my horror comes a charge of 265 euros (aprox) per day and also added a 300 plus euro charge that is so vaguely described that makes you believe it is a hold charge… after calling them immediately afterwards explaining it was an acidental reservation, they say they will not do anything about it ( proofing it is a malicious arrangement…)… they make the wavsite that double tricks you… than I see there are many people wanting to file a class suit against them…I Al want to join them… it is just wrong… and the fact that I immediately called them confirms it… and they lied saying the 300 plus euros were imposed by the hotel… and it is not since I had already confirmed with the hotel… just a scam that is probably backed up by some “legal” adviser so they keep in business, trying to stay in the fringe… a good lawyer could easily get them…. If there is one please post here!

  Business Response

  Date: 11/08/2024

  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: 11/12/2024

  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: 22489832

   

   

   

• Initial Complaint

  Date:10/28/2024

  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.

  My wife just booked a hotel reservation on guestreservations.com. She booked the reservations for tomorrow, Oct. 28, 2024 through Oct. 31, 2024. She double checked the dates before making the reservation and paying. However, once we paid and received the confirmation email, we saw that the dates were for today, Oct 27, 2024 through Oct. 31, 2024 (meaning that we had been charged for an extra night). She immediately called to either cancel the reservation or rectify the mistake made by their system. By immediately, I mean within a few minutes. She was told that there was nothing they can do. That is to say, they would not cancel the reservation nor change the dates to the dates that we actually reserved (let alone give us our money back for the extra night). My wife asked them why we have to pay for their mistake, and they had no response except to say that there is nothing they could do. I should note, by the way, that my wife had to call twice as the first guy seemed to hang up on her - and my wife spoke respectfully the entire conversation. No name-calling, no insulting, nothing. Just explaining that she did not make the mistake, that she double checked before placing the reservation and that all she wanted to do was cancel the reservation. The second conversation was as fruitless as the first. This time, she just asked to fix the reservation. But was also rebuffed. When she finally asked to speak to a manager or supervisor - they refused saying that they had all the authorization needed to handle this situation. In short, they left us with no recourse whatsoever. After we talked with them, we got in touch with the Hotel and as of now, it seems that we can check in tomorrow and our reservation will not be cancelled. As such, we are asking for a refund of $165.89 (the amount of one night's stay). If it turns out, however, that that is not true and they do cancel our reservation - then we will want a refund for the entire amount ($884.97).

  Business Response

  Date: 11/05/2024

  Hello *****, 
  
  We're sorry to hear that your experience with Guest Reservations™ wasn't up to par. As a company, we take customer satisfaction seriously.
  
  As an independent travel network that works with 100,000 hotels worldwide, we're required to follow each hotel's cancellation policies, which unfortunately means we don't have complete control over the customer cancellation process. 
  
  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. 
  
  
  We do our best to be transparent about policies and make sure they're clearly stated on our website. But we want to work with you on the issues you raised. We've passed your case along to a manager in our Customer Care department, who will follow up with you soon. In the meantime, please do not hesitate to contact us and let us know how we can address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 11/07/2024

  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. It's very nice that they want to now let us talk to a manager to resolve this - but they refused to let us do so when we called.  Also, in large print they advertise one price and then in small print on the next page in much smaller print they have the updated price with the added "fees" - that's why my wife missed it when she ordered.  Since I sent this complaint I reproduced the steps she took and understand why she got confused.Finally, I want some sort of proof that they can't cancel or modify an order made on their site for the Ramada Renaissance.  I don't just accept that it's not possible.   Regards, Complaint ID: 22479449    

  Business Response

  Date: 11/20/2024

  Hello ****** 

  We're sorry to hear that your experience with Guest Reservations™ wasn't up to par. As a company, we take customer satisfaction seriously.
  As an independent travel network that works with 100,000 hotels worldwide, we're required to follow each hotel's cancellation policies, which unfortunately means we don't have complete control over the customer cancellation process. 

  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. 
  
  We do our best to be transparent about policies and make sure they're clearly stated on our website. But we want to work with you on the issues you raised. We've passed your case along to a manager in our Customer Care department, who will follow up with you soon. In the meantime, please do not hesitate to contact us and let us know how we can address your concerns.

  
  Sincerely,
  Guest Reservations™ Customer Care
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/03/2024

  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 thought I was booking a two night stay at the Aloft Hotel in Lawerenceville GA, but it was actually on guestreservations.com. At no point before the charge was I informed that the “taxes and fees” would be more than 50% of the cost of the stay. The entire stay should have been around $260 so I was very surprised when I was charged $406. I immediately tried to call and use online support within 15 minutes and was informed that I could cancel my reservation but there would be no refund. This is unacceptable and fraudulent. The website and process is purposefully deceptive as one can see from all of the other complaints exactly the same as this one. I have reported the fraudulent charge to my bank and it is currently being investigated.

  Business Response

  Date: 11/25/2024

  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
  

• Initial Complaint

  Date:10/01/2024

  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.

  The transaction happened today - I was rate shopping hotels for a visit to Kanab, UT and while I was shopping on my mobile device, this site looked like I was booking direct. When I realized the URL wasn't for the property, I clicked on the back button to back out of the transaction. Next thing I know, I receive a confirmation email from this company. I open the email and try to quickly cancel the reservation (the FAQs on their site said cancellations process in 5-7 business days) and then I see that the reservation is listed as non-refundable. I call customer service, and they tell me they can't reinstate my reservation, they can't refund me, and they can't do anything but submit a request to the hotel and wait for a response. So, basically, an error in their system made my issue unable to be resolved according to them. They use very misleading practices to get people to book and I believe the FAQ page they displayed was for the hotel, not for their service because their policies are VERY different from those of the Comfort Suites I was trying to book at. Very disappointing and now I am apparently out $300 over the whole thing.

  Business Response

  Date: 10/10/2024

  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.
  
  As an independent travel network that works with 100,000 hotels worldwide, we're required to follow each hotel's cancellation policies, which unfortunately means we don't have complete control over the customer cancellation process. 
  
  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: 10/21/2024

  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. Good morning, I wanted to reach out in regard to your notification from this morning. I do not wish to close out my complaint against Guest Reservations as they have not done anything to contact me to help resolve the issue. I am sorry that I missed your communication on the message in my inbox, but I would like to reopen this complaint if possible because it seems totally unreasonable that there is nothing, they can do to resolve the issue - such as reinstating my reservation or refunding the amount paid or even a portion of the amount paid. Is it possible to continue with the process? Is there an additional step that I need to take to do so? The company Guest Reservations is participating in some very concerning business practices and people should be made aware of that. Thank you very much,  Regards, Complaint ID: 22367032    

  Business Response

  Date: 11/19/2024

   

  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:09/26/2024

  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 directed to the guestreservations.com website when I thought I was booking a room with Hyatt directly. I was booking the room in Mexico City and was unfamiliar with how expensive rooms there were. This third party travel booking company ended up charging me 10X the cost of a room if I had booked it directly with Hyatt. I only realized this when I tried to change my room from one Hyatt to another Hyatt in Mexico City after I arrived there in person. There was no way for them to move my reservation and I ended up paying for one room with guestreservations.com at $1861.09 and booking a room for the same night directly with Hyatt in Mexico City for less than $200 USD.

  Business Response

  Date: 10/01/2024

  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

  Customer Answer

  Date: 10/07/2024

  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. This company is in the business of deception.  It communicates as Guest Reservations to make it look like an official part of the company who is being booked.  The communicate are all generic and the amount charged was 10x what the direct company would have charged.  When I booked directly with Hyatt I paid less than $200 when accidentally booked through this website the charge was over $1800.  This company is in the business of pretending to be a part of the official hotel and intercepts web searches as its way of obtaining business.   Regards, Complaint ID: 22343490    

  Business Response

  Date: 11/08/2024

  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