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:08/28/2024

  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 4, I made a reservation at the Aloft Miami Aventura Hotel. At least, I thought I was making a reservation there when I clicked on "Guest Reservations." This turned out to be the name of the company. Somehow, they showed up first in my google search, so I though it was the hotel. I made the reservation at 3:09 p.m. I quickly realized what had happened and canceled the reservation at 3:24 p.m. I received an email back that the reservation was canceled and assumed that was that. It wasn't until it showed up on my credit card bill that I realized I had a problem. Their entire reservation system is deceptive. 1) a link called Manage My Reservation there is no way to manage your reservation. You are stuck with it. 2) the cancelation policy: Cancellation Policy "Each room in this reservation is subject to the following cancellation policy, buried at the bottom of the reservation: This booking is subject to a 563.48 USD change or cancellation fee. There is no refund for no-shows, early checkouts, or cancellations after 02/06/2025, 10:00 AM (America/New York)." The second sentence here suggests that up until my arrival (reservation for 2/6 to 2/8) I could cancel the reservation without charge. I would have never even cancelled the reservation and hoped that somehow I might make the trip if I had understood their policy. It is deceptive business practices designed to fool a senior citizen like myself who does not use the internet a lot. Barely legal, perhaps, but deliberately deceptive? Definitely. I am out over $500 simply because of a click I made on my computer. This company deserves to be taken to task for these underhanded practices.

  Business Response

  Date: 09/03/2024

  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

  Customer Answer

  Date: 09/06/2024

  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: 22209747

   

   

   

• Initial Complaint

  Date:08/28/2024

  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.

  My wife and I decided it was time to take a trip to California wine country and Yosemite to stay at the Ahwahnee Hotel. Upon Googling, up popped a site that said, “Guest Reservations” My wife booked a reservation and a confirmation was provided. 1 day later, we called the hotel direct to ask some questions. The hotel said that I did not have a reservation made under my name and the reservation number provided by Guest Reservations, was not one they recognized. We immediately called Guest Reservations again. We were told someone by the name of Joey that the hotel is denying that we have reservation. There is a series of emails with Guest Reservations who said, “maybe they do not have the information yet, give it a couple of days and I’ll make sure it is sent over now.” We waited a few days and called the hotel direct once again. They assured me I did not have a reservation and was not possible to have a reservation as they have been full for months. I want it cancelled. That was on August 1. I then sent another email that said, “I haven’t received a reply and have been advised the hotel does not have my reservation and that I am requesting cancellation and full refund.” No response. I sent another indicating that I tried to cancel this reservation several times through their automated system which continuously says cancellation is not allowed in accordance with the hotel policy. Then I start getting a series of responses from Customer Care that say, “Thank you for contacting us. Give us 7 days to respond.” Those emails were followed by other emails that say, “Customer Care is being decommissioned.” The last document in my file will give you a clearer image of how corrupt this company is. It is dated August 11, 2024, where they claim they reached out to the hotel for a one-time courtesy cancellation and the hotel denied the request due to the cancellation policy. Again, a total lie as the hotel never received a reservation in the first place.

  Business Response

  Date: 09/03/2024

  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: 09/09/2024

  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 business response simply states they are reviewing the matter. They have not made any efforts to resolve the issue. In order to keep this case open until resolution, I am rejecting this response. Regards, Complaint ID: 22208432    

  Business Response

  Date: 09/25/2024

  Hello ******* 

  Due to the dispute you have filed with your financial institution in regards to your order, we
  have been unable to resolve this matter since the funds in question are effectively frozen
  until your payment provider makes a determination. Our team is ready to resolve this
  matter as soon as a ruling is made on the dispute you filed. We suggest you confirm with
  the source of payment used to pay for the reservation for updates.
  
  
  Please reach out if you have any additional questions or concerns. Thank you.
  
  
  Sincerely,
  Guest Reservations™ Customer Care
  

  
  

• Initial Complaint

  Date:08/26/2024

  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 August 16, 2024 I tried to go online to the Golden Nugget Las Vegas website to make online reservations. There was an error on the reservation request and I was directed to call and speak with a representative to complete the reservation. The gentleman was helpful but did represent himself as if I was speaking directly with the Golden Nugget (I now know I was not). I was able to complete the reservation with a fully refundable cancelation policy. On Aug 23 I saw that my card had been charged twice... once for the correct amount and another time for a similar amount... both listed as charges from the Golden Nugget. Once I saw I was charged twice I checked my email and saw two emails about reservations from what now Hotelvalues.com (Guest Reservations). I suspected fraud and immediately tried to cancel the reservations. 1- because I only made one reservation and 2- I did not recognize the company through whom the reservation was. The following Monday I saw that one fee was refunded and the other was not. I called the company first thing and opened a claim and the lady let me know that yes she saw the error on her end of my online booking but said that, that particular reservation was non-refundable... I didn't even make that reservation because of an error. I had to complete the reservation via the telephone. Now I am asking for a refund or to at least keep one of my rooms. They let me know they could not let me keep either of my reservations because they were already cancelled and that they would open a case but could not guarantee my refund... because the reservation (that could not go through online) was not refundable. I thought if I called and asked to just keep the reservation that was not refundable would be more successful than asking for my money back and was told I could not. I will be waiting for 48 hour response of the dispute and will look into next steps. Seems like a total SCAM.

  Business Response

  Date: 09/03/2024

  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.
  
  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:08/26/2024

  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.

  My wife booked a hotel through GuestReservations website but she thought she was booking directly with the ShowBoat Hotel in Atlantic City. She realized she booked the wrong week and was told we couldn't change our week even though it was weeks in advance. It is nearly impossible to get ahold of someone from their company. When we went to the ShowBoat Hotel, they approved the refund from their side of things but said we need to have GuestReservations.com process the refund as well. I emailed them through their website since I can't get through via phone with multiple attempts. I haven't heard back in about 5 days even though the site says you should hear back within 24 hours. This website is a scam and should not be able to keep our money. Please help. - Incorrect week booked - June 15 - June 20 - Cost - $615.06 - Correct week (we actually went there this week) - July 15- 20 - Booking Ref. # 12878327397 - Return Confirmation from ShowBoat Hotel - #99654702-1

  Business Response

  Date: 08/27/2024

  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: 09/06/2024

  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 do not accept this response from the business because I do not trust that I will be contacted by a manager, let alone refunded for the week I did not stay at the hotel. This is a generic response in my opinion that is intended for me to close my complaint with BBB.  Regards, Complaint ID: 22194738    

  Business Response

  Date: 09/24/2024

   

  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:08/20/2024

  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 July 6, 2024 I was on the road and needed to book a one night hotel stay. I booked a room at a trusted brand with a room rate of $252.56. Only when I received an email confirmation did I realize I had been duped into booking with this third party and that they were also charging an additional fee of $157.12! I immediately called the number and they said there were no refunds or cancellation. This is a scam. It is not an accident that people believe they are booking directly with the company, this company does that on purpose. Avoid if you can.

  Business Response

  Date: 08/23/2024

  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.
  
  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: 08/29/2024

  The business intentionally hid the fact that they are third party and advertised to make themselves appear to be the hotel itself. I believed I made a direct booking based on that information and when I noticed the absurd fees I immediately called the customer service line and was told they would not help. They tricked me and still charged an exorbitant fee. They should be ashamed of running this business. Regards, Complaint ID: 22170228    

  Business Response

  Date: 09/25/2024

  Hello ****** 

  Due to the dispute you have filed with your financial institution in regards to your order, we
  have been unable to resolve this matter since the funds in question are effectively frozen
  until your payment provider makes a determination. Our team is ready to resolve this
  matter as soon as a ruling is made on the dispute you filed. We suggest you confirm with
  the source of payment used to pay for the reservation for updates.
  
  
  Please reach out if you have any additional questions or concerns. Thank you.
  
  
  Sincerely,
  Guest Reservations™ Customer Care

• Initial Complaint

  Date:08/18/2024

  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.

  Guest Reservations charged me $226.42 for a reservation for three nights at the Aloft Asheville Downtown. I have called them numerous time and have been hung up on, talked down to, and told I would be follow up with. I what world is this charge justified? This is a Marriott hotel, these fees do not exist. Thier website is deceptive and made to look fraudulently like the Marriott website, to trick people into using thier overinflated, borderline criminal service with massively inflated fees. I need the fees charged to be refunded or I will be contacting every available resource personal and governmental I possibly can to resolve this.

  Business Response

  Date: 08/20/2024

  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.
  
  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: 08/27/2024

  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. In addition I've received a refund and the reservation was cancelled. I stand by my impression that the website was unclear and I've reviewed numerous other claims as such. I appreciate the company rectifying the situation my providing the refund.

  Regards,

  Complaint ID: 22160174
  

   

   

   

• Initial Complaint

  Date:08/12/2024

  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.

  August 12, 2024 Searched for specific hotel in specific city using Safari browser (Easte Wind Inn, Tenants Harbor Maine). Found one that was "official site". The site booked the room, then when I received the reservation details it included a fee 50% higher than the 4-day booking prince noted. I noticed that it says "no refund of any kind". I immediately called the number and got a recorded attendant, that directed me to the hotel. I have sent an email asking for the details since the costs were 50 % higher than advertised. I realized this was not the official website at all and that I had been duped, as was noted by a previous customer in another BBB complaint.

  Business Response

  Date: 08/15/2024

  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: 08/21/2024

  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. I am glad that they intend to follow up, but the issue is the fees charged that were an additional 50% over the price of the four days of the room costs. Frankly, who I made the reservation with is not the issue, it is the exorbitant fees that were not clearly presented before the room was booked. Thank you. Regards, Complaint ID: 22127501    

  Business Response

  Date: 09/25/2024

  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:08/11/2024

  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 8/10/24, I was in the process of reserving a room at the Holiday Inn Cape Cod-Falmouth. The top of the page said "Guest Reservations" and the website said guest reservations.com. I assumed, therefore, that this was the hotel's official site. The room rate was $569/ night. After entering my personal and payment info, the screen asked me to confirm my payment of $850.96. Rather than approving this payment, I scrolled down to see how/ why the price jumped nearly $300. The screen then showed a message confirming my reservation/ payment. Again, I DID NOT approve this. I checked my email and saw that not only was I charged but that there is a cancellation fee of $635.57. Also, I discovered that the extra cost was due to a $281.96 tax recovery/ service fee charge. I IMMEDIATELy called the company, which I now realized is called guestreservations.com or alternately hotelvalues.com. I spoke to an agent who told me that there was nothing she could do to override their cancellation fee policy and that I would indeed incur the $635 fee if I chose to cancel. I asked to speak to a supervisor. She told me they couldn't do anything either but that she would transfer me. After waiting several minutes, I hung up. I checked BBB and found that many others have had identical experiences and filed similar complaints about guestreservations.com. It appears to be a site that misleads consumers into believing that they're on the actual hotel site. I have contacted Holiday Inn to let them know that this company uses deceptive, unethical practices. They told me their corporate offices will open an investigation. In the meantime, I am waiting for the charges to clear, at which point I will dispute the transaction with my bank. I also would like for this company to explain 1) why I was charged without authorizing payment, 2) how they can justify their tax recovery/ service fee, and 3) how they can justify their cancellation fee/ policy.

  Business Response

  Date: 08/13/2024

  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: 08/21/2024

  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.
  
  
  
  
  Regards,

  Complaint ID: 22125572

   

   

   

• Initial Complaint

  Date:08/11/2024

  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 6/15/24, I searched online to make a reservation at the Oxbow Hotel in Eau Claire, WI for Aug. 16-18, 2024 (total amount charged: $671.50). I intentionally tried to make a refundable reservation. So, I didn't check immediately when I received an email confirmation of the reservation (uploaded file: original reservation confirmation email). Then, on 7/15/24, when I realized I wouldn't be able to make the trip to Eau Claire, I started an online cancellation but then noticed a $488.28 cancellation fee (see attached screenshot) and instead telephoned the customer service phone number provided on my reservation confirmation. The representative refused to process a cancellation that included a full refund of my reservation payment - still an entire month before my hotel stay (completely in contrast with the actual hotel's reservation policy). After that phone call, I received an email (uploaded file), ostensibly from the representative, who stated if I have any further questions I can reply to the email. I cancelled my reservation on 7/29/24 and received a confirmation of the cancellation, that I was charged a cancellation fee ($488.28), and that $183.22 was refunded to my credit card (uploaded file). I later received an email notice from my credit card company that I received a credit of $183.22 on 7/31/24 that I can only assume is from Guest Reservations because it came through with an unfamiliar business name of "CCI*GETAROOM.COM" (uploaded file). I replied to the 7/16/24 email on 8/5/24 asking for a full refund of my cancelled reservation because I had never agreed to a nonrefundable reservation (uploaded file). I have received no acknowledgement or reply to my request (today's date: 8/11/24). I would like my complaint resolved by a FULL refund of the cancellation fee ($488.28).

  Business Response

  Date: 08/13/2024

  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: 08/21/2024

  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.I do not accept the response provided by the business to BBB. That response mirrors the email I received from the business on 8/12/2024 denying my request for a refund.I subsequently received an unsolicited email on 8/13/2024 from “Consumer Relations” (rather than Customer Service of the business) that granted my requested refund. (Copy of emails received appear in separate attachment.)I have received the refund.I am satisfied with the refund, but I hope that BBB posts this response so that other consumers do not wrongly believe that I am “satisfied” with a “spin doctor’s” reply the business sent to me via BBB.Specifically, with regard to this claim by the business in their message to me via BBB: “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.” While this may be generally accurate, the specific hotel where I had made a reservation (through a business appearing to be “Guest Reservations”) has NO SUCH CANCELLATION policies (i.e., that would legitimize the Guest Reservations business charging me a $488.28 cancellation fee.)I remain concerned about the questionable ethics of this business, but I am satisfied by the refund of the cancellation fee, which happened outside of this complaint case (until now). **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: 22125469    

  Business Response

  Date: 09/24/2024

  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:08/06/2024

  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.

  On June 30th, I attempted to book a room for the Silver Moon Inn unknowingly through guest reservations.com for $325 a night. I entered my credit card information and then saw I was being charged $162. 91 with taxes and fees for a total of $488.62. I did not proceed with the transaction and never submitted anything but did receive an email from guestreservations.com stating my booking was complete with the following information I responded to the email with the directions for canceling the room and received an email with my cancelation number I tried to call the number provided in email but could not reach a live person. I then called The Silver Moon Inn to reserve a room directly with them and explained to them what had happened. We booked a room with them for $387.14. They said there was a room booked for us through guestreservations.com already. I explained to them that I did not approve the transaction. I explained that I had canceled it and had a cancellation number. On July 2nd, we checked into the Silver Moon Inn and confirmed that our other room was canceled. They told us that they had removed the room and sent the third party an email to cancel the room and refund in full due to us directly booking through them

  Business Response

  Date: 08/13/2024

  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. 
  
  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.
  
  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: 08/16/2024

  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: 22103576