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:09/21/2024

  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.

  I booked a room for one night through what I thought was the hotels site. This company had an attached link which sold itself as the hotel. It was not until I entered and confirmed my credit card information that the total cost with their 3rd party charges appeared. When the amount charged showed $90 more than the online cost, then I realized just what they were. My husband called to cancel so we could book directly through the hotel and was told it would cost $100 to cancel. He kept the reservation since it's for an upcoming wedding but told them we would report to the BBB. Too many of these companies are attaching to hotel websites which is bad for the hotel industry. When is this injustice going to be stopped? Please notice the screenshot from them only has hotels name, not their name.

  Business Response

  Date: 09/25/2024

  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

  Customer Answer

  Date: 10/02/2024

  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: 22318647
  

   

   

   

• Initial Complaint

  Date:09/19/2024

  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.

  Hotel reservations site claiming to be legitimate. Advertises the reservations as "Free cancelation before X date" and then books them as nonrefundable reservations and will not honor their original commitment.

  Business Response

  Date: 09/24/2024

  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 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: 09/27/2024

  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 me to accept any response from the business, I must receive a refund (as promised at the time of purchase). Any other solution does not satisfy the agreement advertised by the business. 

  **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: 22311038

   

   

   

  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

• Initial Complaint

  Date:09/18/2024

  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.

  Guest reservations is not associated with the hotel I thought I booked at and never actually had a reservation. I spent hours confirming with the company that my reservation was in fact there (because the hotel had no record) and when I got there, there was no reservation. This happened to about 30 other guests on parents weekend for my freshman daughter. Fortunately the hotel had rooms but we had to pay 3x the amount. This place is a scam and needs to be shut down. It is deceptive marketing bc you think you are booking directly with the hotel and you are not.

  Business Response

  Date: 09/25/2024

  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.
  
  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.
  
  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: 09/27/2024

  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.The company had made a reservation for me and guaranteed it and confirmed multiple times via email and on the phone that they had the reservation. Guest Reservations took my payment.  When in fact, the hotel never had the reservation.  I had to spend an extra $1,000 on the hotel room because I had to book that day (thank goodness they had a room). I would like Guest Reservations to refund the additional spend I had to make out of pocket and candidly, they should not be in business. They are falsely advertising and making guarantees that are not true. There were at least 5 other people at the hotel that had the same problem.  How should a company like this stay in business?  **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: 22301849    

  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

• Initial Complaint

  Date:09/17/2024

  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 July 8th around 3:45 PM I came home from work and my wife prodded me about a quick weekend get away. I agreed and we sat down to look at hotel options and pricing. When we had made our selection and paid for the room, we noticed we got two confirmation emails for a booked room. In our scrolling the SEO for google landed guestreservations.com as a top site. When using their site, we were pay walled on the site to see actual cost, and we put our information in to see the full price of the stay. I know a huge red flag, but in the quickness of our searching we overlooked it. After we booked through somewhere else, we quickly realized that entering of our information charged our card. We had no knowledge we booked the room, until we got an email. Of course the email states it is non-refundable purchase. I still cancel immediately and decide I have a credit card for a reason, and I would dispute it with the bank. In the state of Ohio you can't declare a purchase is non-refundable after a purchase, it has to be clearly stated before. And since we didn't know we purchased anything we were unaware of this. But, this company forwarded the same email they sent me to the bank and now I'm on the hook for a service I didn't even use. We followed up with hotel and they weren't able to do anything, they saw both bookings and one was cancelled and advised both came from Expedia. We tried through Expedia and we were unable to get any clarity as to what happened. We cancelled the cards, opened the dispute which we are still fighting and I found this hit list of victims. I figured I would add to it, to hopefully warn other consumers. This is a site that just up charges and then goes and books through Expedia for you. Completely unethical.

  Business Response

  Date: 09/25/2024

  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: 09/30/2024

  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 this day and age it is easy to receive a response. This one, being so canned, I can guarantee wasn’t even written by a person. Companies like this know the routine and the routes we use to try to rectify the damage they cause. I take their generic response to my concerns, of being ripped off, as completing a check box. A task completed to keep my observation on their business practices suppressed. They hope I won’t notice, so they can get my complaint removed. Where is the offer to investigate? Why don’t they even address my concerns? I won’t accept anything less than a full refund for their malicious charge. I did not book a room with your company. Please steer clear. Regards, Complaint ID: 22297948    

  Business Response

  Date: 11/08/2024

   

   

  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

• Initial Complaint

  Date:09/17/2024

  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.

  Website guestreservations.com disguised themselves as the reservation desk for the hotel I was trying to book, Windsor Palace Copacabana. I confirmed multiple details about what I needed and how many people (family of 5). He repeatedly put me on hold and said he spoke with front desk and our room can be upgraded to a room with 2 double beds once we have reservation number. He confirmed that he had to make the reservation with 2 adults 1 kid but we can easily add the other 2 kids and it's not a big deal. He gave me the number to call for front desk after I made reservation. I called them immediately and they said 1. You can only have 3 people per room 2. They don't even have rooms with 2 double beds The agent completely lied in order to make the reservation. I called the company immediately and asked for a refund and they will not provide one without an "internal review". It's deceptive practices and there is no possibility the agent spoke with the front desk because within a 2 minute conversation I was able to confirm that rooms with 2 double beds do not exist and you definitely can't have more than 3 people per room. I would like my full refund and that they be forced to change their advertising practices and be held accountable for agents just lying to make the reservation.

  Business Response

  Date: 09/24/2024

  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:09/16/2024

  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 is a scam. In fact in the EU this activity is blatantly illegal. For instance: 1. They do a "bait and switch" price. They show a low price and then switch the price in tiny print. a. The price they show DO show does not break out taxes and fees. b. Fees are exorbitant. They rely on you not noticing the inflated price. Upon noticing you deal with "Priceline Provider Solutions" instead of the above company. They refuse to honor their OWN Terms and Conditions. In my case TOS #29 clearly states a "Low Price Guarantee." This is not honored. Priceline Partner Solutions claims to not even HAVE the TOS. Bait & switch tactics + dodgy 3rd party fulfillment. All the contact info on the emails don't even reference this company, but instead rely on "Priceline Partner Solutions" to handle. €123,33 changed to €183,33. Super scam. Found it €30 cheaper after taxes and fees easy. A number of EU violations for pricing transparency, requiring lawsuits in Delaware, etc. Sites are supposed to show full price from the first page (inclusive of taxes and fees).

  Business Response

  Date: 09/24/2024

  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:09/09/2024

  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 went to reserve a hotel room and the price for the hotel room was $120 a night. It also said on the same page "free cancellations" until the night before the reservation date. Taking that information, I click "book now" and selected the room that I wanted. It did not give me an itemized final price until after I submitted my credit card information. Once I submitted the credit card information it was then that I found out that there were $140 of additional charges to a room charge that was only $120. I immediately called the company to cancel the reservation because on their website, it said "free cancellations" until the night before the reservation date. They told me that cancellations were not accepted and that I would still have to pay full price for the room. This is blatant, misrepresentation and false advertising with the sole purpose to scam the customer and ultimately steal from them. All I wanted was for then to honor the free cancelation statement that is made on their website. I am attached hing that site page as evidence.

  Business Response

  Date: 09/17/2024

  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. 
  
  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. 
  
  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: 09/24/2024

  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.They addressed the fees only but NOT the fact that it says "Free Cancellations" on their website. I attached this for proof. And I called to cance less than 10 minutes after I booked the rooms and they refused to cancel my rooms without paying for the rooms in full. There is no excuse for this and it is a blatant scam to the consumer.  Regards, Complaint ID: 22262115    

  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

• Initial Complaint

  Date:09/04/2024

  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.

  On 9-3-24 I needed to make a reservation for the twelve midtown hotel so I googled the hotel. I clicked on the 2nd link that looked to be the actual hotel site. I ended up having to call because there were only a few rooms left for my conference on 10-18-24. I told the guy I was going for the conference and he confirmed that I was getting the group rate. I paid $1687.67 for 2 nights in the hotel. I knew that was a lot but it’s in Atlantic station and prices are increasing so I didn’t realize the scam yet. The next day 9-4-24 I got an email from the conference about the group rate so I checked to make sure I got it right, thinking I can call the hotel to fix it if needed. Well the group rate should have only cost me a little over $500 for the 2 nights. And when I went to the confirmation email to call about the price I realized I had used a third party. So I called to cancel the reservation I had made less than 24hrs before for a reservation over a month away and they are charging me a $1200 cancellation fee. Then I called the hotel and there was no reservation in my name from 9-3-24. So they have already taken the money from my account, even though the hotel doesn’t charge until you check in, and there is no reservation at the hotel. They are tricking people into booking through them by mimicking the hotel sites, charging outrageous fees, and charging outrageous cancellation fees immediately if you realize your mistake, and not making the reservation as promised even though they have taken money from your account.

  Business Response

  Date: 09/14/2024

  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: 09/17/2024

  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. The business offered me a “discount” of $253.15 out of the $1687 they took. They are not transparent, the website design and link look like you’re at the hotel site. If you do not regularly book with that particular hotel, you won’t know the difference. The representative that “booked” my room was sneaky in how he worded things, further misleading me. I even told him I was with the conference and he agreed as if he knew about the conference and was giving me the group rate. Less than 24hrs later I called the actual hotel after getting the information on the actual group rate. The group rate was $500 total, a third of what I was mislead into paying, and there was no record of my room being booked. Group reservations has already taken my money and no room was booked. They mislead me and refused to refund and cancel my reservation less than 24hrs after booking. And after researching it was not hard to find that they have done this same thing to many people. The reviews, Reddit posts, BBB complaints, etc prove that there is a problem here. And because they mimic the hotel sites the reviews and complaints don’t prevent this from happening to others.  Regards, Complaint ID: 22241981    

  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

• Initial Complaint

  Date:09/01/2024

  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.

  I made a hotel reservation on May 5th (Booking reference # 4655770262) to stay in the Quality Inn & Suites Federal Way hotel from August 30 to September 01. I realized right away that I have made a mistake since I didn't reserved directly with the hotel but through Guest Reservations. Additionally, the price I saw while making the reservation was significantly lower than the amount I was charged with (US$312.68 compared to the final charge of US$468) because of an insanely high fee (Tax Recovery Charges & Service of US$155.32) I couldn't see while making the reservation. After receiving the receipt in my email, the same day, I called to try to cancel the reservation arguing that I didn't see that fee and that it was crazily high! after arguing for a while the person who attended my call gave me a "a good-will refund" of 70.20 USD after repeating that the reservation could not be cancelled because the cancellation policy of this reservation was: This reservation is non-refundable. Early this week, August 26th, I tested positive for Covid and I called to Guest Reservations customer service to get a voucher to use the hotel reservation later in the year or to cancel with a refund. They gave me negative answers for both a voucher or cancellation requests, but told me to send a proof for my positive for COVID so they could study the case. I sent a picture of a home test with a positive result next to my driver license. They received it and reply to me saying that "the refund is not guaranteed and it is on the hotel's discretion, as we are abide by the hotel's cancellation policy". While writing this complaint I got an email that states: "We'd like to confirm that we have forwarded your request to our hotel partner and are continuing to follow up with regard to the same".

  Business Response

  Date: 09/09/2024

  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:08/30/2024

  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 July 11 i made a hotel reservations through guest reservations, on the same day i cancelled that reservation and i was provided a confirmation of the cancelation. however, i never received a refund. when i called the company, after i noticed i never got the refund, i was advised that they do not provide refunds. Therefore, they kept my 3331.44 dollars for a reservation that i had booked for less that 4 hours. It is deceiving to send a cancellation and allow for cancellation and not provide a refund. also, when i asked the person at the company to provide me his name, he advised that he was not permitted to provide his name per the company privacy policy, he also advised that there was no other person that I could speak to.

  Business Response

  Date: 09/09/2024

  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 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: 09/19/2024

  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 just received the business’s response to my complaint and it does not address my concern.  In the business response they state that they do not control their customers (the hotel) cancellation policy.  However, it was their cancellation policy that they told me did not allow me to get a refund after cancelling a reservation I made within 4 hours of booking it.  I actually called the hotel directly, and they advised that they are not able to help me with the reservation, that they would not have an issue in giving me the refund.  The hotel stated that it was out of their control, because I booked it through this guest reservations site, which appeared to be the hotels site. Regards, Complaint ID: 22219684    

  Business Response

  Date: 12/04/2024

  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 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