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:07/12/2024

  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.

  - Incident Date: 07/09/24 - Amount: $362.37 - Dispute Description: This occurred in the aftermath of Hurricane Beryl. We had no power in our home we decide to rent a hotel room to escape the heat. We specifically explained our circumstance to the Reservation Desk customer service representative and asked him to confirm the hotel he’d booked for us had power and he said he’d confirmed they did. About ten minutes after we paid we contacted the hotel directly they explained their power was out. When we called Reservation Desk back they stated it was non-refundable. We further explained that any fraudulent activity occurring during a state-declared disaster carried heavy penalties and we intended to file a complaint with the Texas AG’s office. Our reservation was canceled but not refunded and the charge has since posted to my credit card.

  Business Response

  Date: 07/23/2024

  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: 07/30/2024

  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 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: 21983570

   

   

   

• Initial Complaint

  Date:07/12/2024

  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.

  Like many of the other complaints about this business, it was made to look like an official site for the hotel and I reserved a room at an advertised low rate only to be charged and extra $208.29 for taxes and fees that did not show up until after I entered my payment information. I obviously did not want the room anymore and luckily when I went into reservation details there was a handy cancel reservation button. I expected to be charged a cancellation fee but there was no mention of it when I went through the cancellation process and so I went forward with cancelling the reservation. When the confirmation came after the cancellation it showed that the reservation was cancelled but I would still be charged the FULL PRICE of the room. I called customer service, and she explained that the room was non-refundable, I asked why they would have a cancel reservation button if they would still charge the full amount. Then I told her that obviously I wouldn't have cancelled if I knew I would be charged the full amount but as long as I just got my reservation back then I would considered the matter settled. I was then told I could not get my reservation back and that I would be charged the full $661.91 for a reservation that I no longer have.

  Business Response

  Date: 07/23/2024

  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.
  
  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
  
  

• Initial Complaint

  Date:07/12/2024

  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.

  I reserved a room in Houston Texas starting July 11 thru 18. I made the reservation through the 800-327-1200. I paid the full week in advance. When I arrived at the hotel on July 11, I was told that no one could stay in the hotel because there was no power. I contacted the company and explained the issue and they have refused to issue a refund of any amount. I did not cancel my stay. The hotel did due to no power after the hurricane. This company is knowingly booking rooms at places that can not accolade guests so that they can hold their money and charge penalty/cancelation fees.

  Business Response

  Date: 11/26/2024

  Hello ******* 
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  Our Customer Care department is currently handling your case and a manager will follow up with you soon. In the meantime, please do not hesitate to reach out to us with any further concerns or questions.
  
  Sincerely,
  Guest Reservations™ Customer Care
  
  

• Initial Complaint

  Date:07/03/2024

  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.

  Attached is a copy of my invoice for a 2 night stay at your Hampton Inn property in saratoga NY 2 nights ago. I thought I booked this room via telephone at the Hampton Inn desk. in fact, you see that some other 3rd party (Reservations Counter) actually booked the room on my behalf without in a deceitful way not indicating that they were charging over $270 tax fee without my knowledge or agreement. There was no indication that that 3rd party was not associated with Hampton Inns. If you look at their website it is almost impossible to tell that they are an independent entity.

  Business Response

  Date: 07/11/2024

  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: 07/16/2024

  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. While the merchant is reviewing my complaint I must reiterate that I was not informed of the total price including the merchant's added tax (service charge) until i agreed to a non-refundable transaction completion. By the time i agreed to this, this undisclosed 'tax' was then revealed to me----too late to reject the transaction since it was deemed to be non-refundable. this is misleading if not totally deceptive to the highest degree and I expect the merchant to refund this unconscionable 'tax' on the grounds that it was not explained or documented prior to my non-refundable commitment.thank you,  Regards, Complaint ID: 21938900    

  Business Response

  Date: 08/16/2024

  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:07/02/2024

  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 reservation through Booking.com, but it was intercepted by HotelValues.com. I cancelled the reservation immediately and got a confirmation email of the cancellation. However, I was still charged on my credit card for the reservation with no refund. The reservation stated that it was non refundable, however, I believe it's a federal law that charges cancelled within 24 hours are reversible/refundable. I called the booking company and they said that they can not process refunds. Then I called the property I reserved, Old Orchard Beach Inn, and they told me that the reservation was made though booking.com and has not been cancelled. However, they can not cancel, refund, or move the reservation because it was made through a third party. Then I called Booking.com and they couldn't help me because they needed the pin # that they send with the reservation, but my email confirmation didn't have one.

  Business Response

  Date: 07/11/2024

  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.
  
  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: 07/23/2024

  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. Dear BBB,I looked at this message yesterday and didn’t agree with the company’s reply. I didn’t see their reply sooner, so I missed my chance to respond. I tried to call today regarding this matter, but was given a mailbox to leave a message in. The company didn’t respond to allegations that they pirated my reservation and charged a $250 service fee, which is why I immediately cancelled the reservation. Nor did they address that they never contacted the hotel that I had cancelled, and that the hotel had the reservation made by Booking.com, but that wasn’t who had charged my credit card. This whole reservation was deceitful on the company’s part and the charge is invalid because of this.What are my options going forward? Regards, Complaint ID: 21934000    

  Business Response

  Date: 08/07/2024

  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:06/28/2024

  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.

  June 27, 2024 Searched for specific hotel in specific city using Safari browser (Radisson Kingswood New Brunswick, Canada). Found one that was "official site"...clicked and checked availability and clicked on it to then enter discount code provided by website after providing my email address. The site booked the room, then when I received the reservation details noticed that it says "no refund of any kind". I immediately called the number and got a recorded attendant, when I wanted to cancel the reservation it said "no refund". I realized this was not the official website at all and that I had been duped.

  Business Response

  Date: 07/02/2024

  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: 07/09/2024

  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: 21914682
  

   

   

   

• Initial Complaint

  Date:06/24/2024

  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.

  I was booking a hotel online and this website stated they provide great deals and have thousands of offers yet they have a hidden fee of “tax recovery charges” of $300 for a $638 4 night hotel stay. There is nothing on their website about this and when speaking to their representatives I asked for their mailing address so I could give to you guys at BBB and they said they couldn’t do that. They did offer a %25 refund but I was very persistent. The 1st representative **** told me the IT department or someone was working on the website to show they have additional fees but the 2nd representative Leggie refused to give me any information. Very sketchy business and they should be clear about their fees, taxes, etc. they charged my credit card 939.20 but verbally told me I’d be getting $233 some refunded back to my card but I’m not sure I believe them. None of what is in the pictures was in the initial booking. Didn’t show these fees till I clicked submit for the reservation of the $638 some hotel fees.

  Business Response

  Date: 06/28/2024

  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: 06/28/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I was promised to be refunded $230 of the $300 extra that was charged and that is still not on my credit card. Your page also needs to be more transparent about these extra fees. I do not accept this matter closed until the money is back on my card. I have the names of each person I spoke with and leggie was the last representative I spoke with and he said the manager approved $230 back on my card. I just checked and still nothing. Regards, Complaint ID: 21890919    

  Business Response

  Date: 07/30/2024

  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:06/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was browsing hotel needs for a weekend, at a Friday night, starting for that night. The website did not specify if the rate was per-night or in total. So I looked in checkout for the itemization list so I can make an educated decision as a consumer. Many companies have carts with multiple steps, when I did not locate the itemized list I hit the "Complete Reservation" button. As a consumer, since I hadn't found the itemized breakdown yet, I was of the understanding I was moving into the Complete Reservation page of the cart. There were not further pages pending this itemized list and my card was charged. I called service. The service person expressed to me that there would be a few hundred dollar fee for canceling but I would get refunded for the rest. I was put on hold. Coming back from hold, it was changed to "there will be no refund at all" because I would have needed to cancel Friday morning when the booking didn't exist yet. Reviewing the website post transaction, I found the itemized list I was looking for was hidden in a closed accordion on the check out page labeled "Reservation Details". Which also happens to look like an arrow pointing down. Potentially resulting a consumers associating the below text box as the "details". Files A - G attached are examples from the next day (not the booking). Files A and B display the room price does not express the rate on a "per night" basis. Files C - G express what mobile checkout page looks like upon landing, not transparently portraying the itemized list.

  Business Response

  Date: 06/25/2024

  Hello ******, 
  
  We're sorry your Guest Reservations™ experience didn't meet your expectations. We take customer satisfaction seriously and want to help.
  
  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: 07/02/2024

  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: 21889230

   

  Thank you for your response. Respectfully, I issue the below followup. 

  My complaints would like to raise the concern of your website's Web Design. As displayed in attachments in my initial prompt, the price breakout is not transparent for the consumer immediately upon loading the checkout. Consumer must proceed with additional interactions with the checkout page to see the price breakout, in a manner where it is possible consumers may not locate it.

  Respectfully please be advised this concern. 

   

  Business Response

  Date: 08/07/2024

  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:06/20/2024

  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.

  A reservation was booked accidentally on my end and immediately cancelled. I expected a refund as cancellation was made within five minutes of booking. I reached out to the business and was informed they had a no refund policy. I reviewed the website up to the point of purchase and saw nothing stating non-refundable. I reviewed terms and conditions and saw that refunds were at the discretion of the hotel. I contacted the hotel directly and received written approval for a refund with no penalty. I provided this to guest reservations (complaint company) and they changed their “policy” stating that a third party they use made the decision. I communicated both over the telephone and in writing and have email proof that guest reservations has stated that the hotel directly denied my refund and that they wouldn’t be issuing me any funds but my reservation still stood. After contacting the hotel directly I learned no contact was ever made to them regarding my reservation and that they were approving a full refund, they provided this in writing. When I shared with guest reservations they still denied my request stating it was at the discretion of the third party - which goes against their terms and conditions and the email they previously sent me. I also inquired about my reservation which they then claimed did not stand since it was cancelled, again, a complete contradiction of what they’d previously said. When I call to discuss my case and relay my case number they claim it doesn’t exist. When I inquire about who their third party vendor is they state they do not have to disclose. They are a scam company and refuse to refund me money.

  Business Response

  Date: 06/25/2024

  Hello *******, 
  
  We apologize for the negative experience you had with Guest Reservations™ and want you to know that customer satisfaction is our top priority.
  
  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: 07/02/2024

  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 have been battling with this company, “customer service” specifically for months. I’ve filed numberous case complaints and called several times. After not hearing on a case file for two weeks I called and they stated that the number didn’t pull up on their system. I then, somehow, received an email response same day to that case number rejecting my request using the exact same messaging/wording on a prior email thread. The message claims involvement of a third party that won’t be disclosed. The message has previously stated my reservation still stood, however after recently inquiring I was told it does not. Customer service has been inconsistent, contradictory, and unhelpful to this point.  Regards, Complaint ID: 21875650    

  Business Response

  Date: 08/07/2024

  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:06/19/2024

  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 am filing a complaint and disputing US$77.43 from merchant GuestReservations.com regarding a hotel booking via this website, its Itinerary # was R4884756864. When I booked the hotel room on April 24, 2024 online, the price quoted by the merchant GuestReservations.com about hotel HTLSOUTHPACIFICHO online was HK$1,207 which equals US$154.54. Please refer to attached screenshot I got for room rate before booking. But after I made the payment, the GuestReservations.com charged my credit card $231.47 – please refer to the attached payment confirmation I received. I then immediately called the merchant customer service and asked them why they didn't disclose the fees upfront and asked them to refund me the so-called "resort fee, tax recovery charges & service fees" in the amount of $77.43, but the merchant refused. I then asked the merchant to cancel the reservation, they again refused. By the way, I checked other booking websites including Expedia.com after I talked to the customer service at HTLSOUTHPACIFICHO. All other website offered room rate at US$154 including all taxes and fees. Clearly this GuestReservations.com is fraudulent and deceptive to consumers by not disclosing the exorbitant service fees upfront. Additionally, the customers can only find out the exorbitant fees after 'agreeing to pay" without the chance of refund. I saw this GuestReservations.com ad on Google which features the fraudulent GuestReservations.com on the top of the search results. Thank you very much for your attention and help. This website should be investigated and prosecuted for its fraudulent, misleading and deceptive practices.

  Business Response

  Date: 06/25/2024

  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. 
  
  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: 07/02/2024

  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 reject the reply from the business and take issues with the business on the following 3 points:1. The business website DID NOT disclose the exorbitant fees and charges upfront until the customer clicks the "Agree" button, which is deceptive and fraudulent.2. The business is also deceptive and misleading the prospective customer by pretending to be the "reservation department" of a particular hotel on its website until the unsuspecting customer clicks on the payment button and then the final exorbitant fees and charges then appeared on the final invoice. 3. The customer cannot cancel the "reservation" after seeing the exorbitant fees and charges by the business which could be as high as 50% of the actual hotel rates, which is obviously very unreasonable and unfair to the consumers. Regards, Complaint ID: 21874012    

  Business Response

  Date: 08/07/2024

  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