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:07/30/2024

  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.

  As I was trying to book this hotel I searched directly for the hotel website. This website is listed as Ramada Tropical reservations, and looks like the business website, but redirects you to guest reservations. There is no obvious information on the site indicating you are not on the hotel's site or the extra fees. I selected a room and choose the extra fee to include breakfast. Come to find out the hotel breakfast is free. It is not until I received a confirmation email that I realized I was not dealing directly with the hotel. There is an extra $97.00 fee tacked onto the charges. Hotel and sales tax in this area would be around $22.00. so there is an extra $75.00 charge that I would not have been charged had I actually been on the legitimate hotel website. There practices are deceptive and dishonest. Anything that BBB can do to get these scammers shut down would be greatly appreciated. I can provide a copy of my confirmation email. Thank you

  Business Response

  Date: 08/07/2024

  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. 
  
  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: 08/16/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is financially satisfactory to me.  They did refund the excess money that they charged me.  They did state that they try to be transparent that they are not associated with hotel that I was booking with and that they disclose the extra fees up front.  Based on my experience these two statement they provide are not factual.  However as they have refunded the excess charge, I am financially whole.  I believe they will continue to take advantage of other consumers in the future.  They operate in a morally question business model and I hope that they are closely monitored and that governing bodies can penalize them for acting fraudulently.   I appreciate the assistance of the BBB in assuring that I was reimbursed from this shady company. 

  Regards,

  Complaint ID: 22068791
  

   

   

   

• Initial Complaint

  Date:07/30/2024

  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.

  My wife and I were traveling and we made reservation we thought directly with Hampton Inn. We saw an advertised price of $148.20 online for a night stay at a Hampton Inn in Greenwood, Indiana for the evening of July 26, 2024. We gave our credit card and approved the reservation. When looking at the receipt, we saw that we were billed $148.20 for the hotel PLUS $77.31 for "Tax Recovery charges and Service Fees" for a total of $225.51. We thought we were scammed. We then realized we made the reservation by mistake at the Hampton Inn in Green, South Carolina. I called the number on our receipt for our reservation, 1-866-913-0695, explained what happened and asked for a refund. They said no refunds and said they said they gave the money to the Hampton Inn in Greenwood, SC so that is why they could not refund the money. I asked for an email response from their customer care person and the email I received was from [email protected], so I thought I was dealing with Priceline. I called them back again after getting their email and got a second email with the same email address making it look like they were Priceline. I called the Hampton Inn in Greenwood, SC that night and they told me to call back in the morning when we got home. I got back home yesterday and so this morning I called the Hampton Inn in Greenwood, South Carolina and talked to the General Manager, at 1-864-388-9595 and he said they never got any money from anyone for our reservation and no money from our credit card and said they had no reservation for us for the night of July 26, 2024. My wife and I did stay at the Hampton Inn in Greenwood, Indiana on July 26, 2024 and feel we deserve a refund for $225.51. In looking at the receipt we got in faded letters on top in says "Guest Reservations" so maybe that is the company that charged us or Hotel Values? We did get charged on our credit card statement for $225.51 from company called "HTL*HAMPTONINNBYHI." We paid for nothing!

  Business Response

  Date: 08/07/2024

  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.
  
  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: 08/15/2024

  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, but only because I actually secured a refund for this charge.

  Regards,

  Complaint ID: 22067548
  

   

   

   

• Initial Complaint

  Date:07/28/2024

  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.

  They confirmed two hotels room at lakefront inn anchorage and immediately authorized a $4200 charge on my credit card. We proceeded to the hotel who informed us that they had rooms available and didn’t know why this site was booking for them. We had to find another hotel which was a nightmare in itself. The $4200 charge went through and every time I call them the put me on hold and hang up one. This place is a fraud and I want my money.

  Business Response

  Date: 08/07/2024

  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: 08/13/2024

  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: 22055075

   

   

   

• Initial Complaint

  Date:07/26/2024

  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 elderly aunt (72) was subject to predatory tactics by guestservices.com. She made a google search for “Historical davenport hotel reservations” and selected the first option “thehistoricdavenport.guestreservations.com” as it appeared to her that she was being directed to a website ran by the hotel itself. After selecting 1 king bed and not realizing that the default date was today’s date, she was directed to the next page which displays a red highlighted timer counting down by the second starting at 10 minutes ("10:00 remaining to reserve this rate", "9:59 remaining to reserve this rate", etc). Another message is displayed below highlighted in green which states, "Jackpot! This is today's low rate." Believing she only had 10 minutes to fill out the contact/payment information as prompted by the company facilitating the transaction, she rushed to do so. After rushing to use a keyboard and mouse which she is not proficient with in order to complete the reservation before the “jackpot” rate was no longer available she clicked the “COMPLETE RESERVATION” button. At no point was she given the opportunity to confirm her reservation details. She quickly realized that she had made a mistake and informed me immediately since I had let her use my debit card for payment. I contacted guestservices.com within 5 minutes of the transaction to cancel the reservation and request a refund which they denied. I looked into this and there is a disclaimer referring to their terms and conditions right at the bottom of the aforementioned page where my elderly aunt was rushed to click “COMPLETE RESERVATION” before the 10-minute timer ran out to lock in her price. Here is a link to their terms and conditions (https://www.guestreservations.com/about/termsofuse) which are a long read and certainly not an agreement that could have been considered during the 10 minute time constraint prompted by guestservices.com

• Initial Complaint

  Date:07/25/2024

  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.

  The room appeared as $187 and after paying it said $269. Indeed, the final amount was there, but very small and almost invisible (this is on purpose). I called to get details of the $81.97 in taxes and fees and after 30 minutes of talking to the representative and refusing to give me this information, he hung up the phone. I opened a claim to the legal department, consumers have rights and these practices are unfair

  Business Response

  Date: 08/02/2024

  Hello ******, 
  
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  We understand you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 
  
  Despite our efforts to be transparent, we value your input, and our Customer Care team is handling your case and will follow up soon. Let us know in the meantime if we can do anything else to address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 08/06/2024

  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: 22044270
  

   

   

   

• Initial Complaint

  Date:07/24/2024

  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.

  Got charged for a room that was incorrectly reserved at the wrong location.

  Business Response

  Date: 08/02/2024

  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: 08/07/2024

  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.
  
  
  
  
  Regards,

  Complaint ID: 22036052

    tHESE PEOPLE ARE STALLING AND HAVE NO DESIRE TO CLOSE THIS MATTER,,,JUST IGNOR IT,,,If you review material orginally sent with complaint all questions should be answered,,,Every one of copies sent have information on Super 8 in Freeport Maine,,,including from this concern. You will also see we disputed this charge almost a week before reservation was to be used,,,This motel is located in Sprinf-gfield , Ill.,,,not Freeport , Maine,,,an attempt was made refute on the date we recieved confirmation, told tough luck, We notified American Express but told there was a pending hold on the charge and we would be notified before payment made,,,that didn't happen,,,American express has attempted to reverse this charge and has been refused by Merchant twice,,third time is still on hold. In resherching this matter we learned we never contacted this merchant, they recieved our info from a third party,,,apperied to send E'-mails,,,several we never recieved and have now been wiped out. This outfit attempted to hi - jack out Minn. motel and we unsuccesful,,,this may have lead this situation, We attempted to secure reservations thur ,,,Priceline and some how 2 other named services became involved. 

   

   

  Business Response

  Date: 09/20/2024

  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.
  
  

  Guest ReservationsTM Customer Care

• Initial Complaint

  Date:07/24/2024

  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 April 5, 2024 I was making hotel reservations in Iceland. I mistakenly realized I booked the hotel with a service, Guest Reservations, rather than directly with the hotel. I immediately cancelled the reservation and received a confirming email. Regardless they charged me $1030.02 and have refused to refund me the money. I have been unsuccessful even getting someone on the phone.

  Business Response

  Date: 08/02/2024

  Hello *****, 
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  We understand 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. 
  
  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: 08/08/2024

  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: 22036023

   

   

   

• Initial Complaint

  Date:07/18/2024

  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 booked a reservation through this website THINKING that I was booking directly with the hotel, because of their website design. I called the hotel (Holiday Inn Express Lake Zurich) to change the dates. They said it was a "third party reservation" and only the company that booked it could change it. I called GuestReservation.com and they called the hotel, who put them on hold and called me back! The hotel told me that they were very willing to process a cancelation, but warned me that me that GuestReservation.com was saying that if the reservation were canceled they would keep my money, and GuestReservation.com have a policy against changing dates (which was all I wanted!) but that the hotel allows it. Then the GuestReservations.com person came back on the line and told me that the hotel had refused to process the cancelation. I know this to be deceptive because of what the hotel told me! When I complained about this deceit and asked for a manager, their end of the line went silent (but did not disconnect.) I stayed on that line for an hour with no further contact, but called again on another line while I waited! On the new call, the new customer service person tried to talk me into booking another reservation for my desired dates, and said she would then send me to customer service to process the cancelation. I know from my previous call that they would NOT process a cancelation, and I would have ended up with two paid-for reservations. That's three instances of deception in relation to this one transaction. They eventually gave me a $39 discount. After two hours on the phone. They never did change my reservation dates. I didn't even know I was booking through these guys, and I will be VERY careful never to do so again.

  Business Response

  Date: 07/25/2024

  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: 08/06/2024

  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: 22011586

   

   

   

• Initial Complaint

  Date:07/17/2024

  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.

  Buyer beware, you will be scammed on hidden fees. I ordered a hotel room listed at 145.00, and was charged 215 dollars. In font that was too small to even read on the phone, below the confirmation button, was a hidden note saying that the fee would be 214.73. This was explicitly a scam. I asked the hotel what the rate was, and they said 145 plus tax would come to 163 dollars. I'm fine to pay a nominal service charge, but a 33% surcharge on the price is incredibly abusive and should be illegal.

  Business Response

  Date: 07/25/2024

  Hello ***** 
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  We understand you were surprised by the additional fees. Like hotels and other travel agencies, we charge applicable tax recovery charges and a service fee to cover 24/7 support, service and platform features, and operating costs. We always disclose all fees and taxes recovery charges prior to booking and require customers to confirm the total amount. 
  
  Despite our efforts to be transparent, we value your input, and our Customer Care team is handling your case and will follow up soon. Let us know in the meantime if we can do anything else to address your concerns.
  
  Sincerely,
  Guest Reservations™ Customer Care

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **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. Hello,In regard to complaint number 22000955, I was told the company would call me back but they never did. These folks are clearly scammers. Please reopen the complaint and indicate (or allow me to indicate) that they never followed up as promised.Thank you kindly, Regards, Complaint ID: 22000955    

  Business Response

  Date: 08/27/2024

  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:07/16/2024

  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.

  I booked a hotel through a third party site called hotel values.com. Once booked the price doubled. I was denied a refund so I filed a dispute with my credit card. Hotel values.com canceled my reservation as a result of the dispute thus closing it because they also told my credit card company I had canceled. I did not cancel the reservation as I was advised not to modify anything while the dispute was opened. I am now stuck paying $1400.00 for reservations that I did not get to use.

  Business Response

  Date: 07/25/2024

  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 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: 08/05/2024

  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 price I was given during booking was different than the price I was charged. Also fees were not disclosed. This issue has been documented from others who have used this booking site. Hotelvalues.com has a one start rating on Trust Pilot due to scamming customers in the same way I was scammed by them. 

  **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: 22000177

   

   

   

  Business Response

  Date: 08/27/2024

  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