Reviews

Review Details

• Review fromKristene S

  Date: 05/05/2025

  1 star
  I am filing this complaint against Guest Reservations, a third-party booking platform I believe engages in deceptive and unethical practices.
  
  While attempting to book directly through Hilton’s website, I was unknowingly redirected to Guest Reservations. The redirection was not transparent, and I only realized I had booked through a third party after completing payment—over $700 in full for a two-night stay from May 2–4, 2025.
  
  Due to a long workday, I checked in the morning of May 3rd and was informed the reservation had been cancelled by Guest Reservations without any prior notice via email, phone, or text. I made over 10 calls seeking help, but was repeatedly transferred and given no resolution.
  
  The hotel’s general manager confirmed my reservation was paid in full and agreed I should receive a full refund. I provided Guest Reservations with the manager’s name and contact information, but they refused to contact the hotel or issue a refund.
  
  This experience has caused significant financial and emotional stress. I am requesting a full refund and urge the BBB to investigate Guest Reservations for:
  
  Misleading redirection posing as official hotel sites
  
  Canceling paid reservations without notice
  
  Poor communication and failure to resolve customer issues
  
  Refusal to collaborate with hotel staff despite clear evidence
  
  Guest Reservations is profiting through confusion and has shown a total lack of accountability and customer service integrity.

• Review fromKristene S

  Date: 05/05/2025

  1 star
  UPDATE ON THESE SCAMMERS. The hotel's general manager has refunded the money on their end, however, CRICKETS FROM GUEST RESERVATIONS. With all these complaints this warrants a CLASS ACTION LAWSUIT ASAP!!!!!!!!!!! WHERE IS MY MONEY THAT YOU STOLE?

• Review fromJim S

  Date: 05/05/2025

  1 star
  Changed price on a reservation I thought was with the hotel company. Super misleading and caused me to spend more money than any other booking site.

• Review fromSarah V

  Date: 05/04/2025

  1 star
  I thought I was booking directly with the property. I have started doing it because I have had a bad experience in the past. Well come to find out it was this scam of a business. I called before the refund period expired and was told by an automated system to contact the property directly. I did what I was asked to do and the property went back and forth but changes my dates. I am now having a family issue that causes these days to not work and this scam of a company says it is my fault and they cannot do anything. I never stayed at the property and now I cannot change the dates to better suit my needs or get a refund.

• Review fromEsther J

  Date: 05/02/2025

  1 star
  I used booking.com for years something changed with there service. Last year I got over charged so they give me a future credit of $200.00 that I can use for 2025 when I try to us it for one night room for $180.00 booking.com said I had to pay more money with the credit. The 200.00 should have covered it all. I will never truth them again. I’ve calling them several times number no longer in service or on whole.

• Review fromArielle B

  Date: 05/01/2025

  1 star
  This website is designed, by URL and interface, to look like you are booking directly through a hotel's website when you are in fact going through this third party. (For example: harrahslasvegas.guestrelations.com and they use a similar URL for each hotel they provide bookings for).
  
  I genuinely thought I was booking directly through the hotel itself, only to find that it was a third party. I paid over $200 in fees to this website only to rhen also be charged $200 in various fees by the hotel itself because the fees paid to the third party were separate from the fees paid to the hotel.
  
  I will be warning anyone I know who is about to book a hotel to be on the lookout for this scam and I have already told friends, families and co-workers about this situation. I could not recommend this company any less and I am amazed that they have been allowed to operate at all.

• Review fromN.T. R

  Date: 04/30/2025

  1 star
  I intentionally searched online to book with the hotel directly and got to this site which was obviously not the hotel - as soon as I received the confirmation I called to change and found I would lose MY ENTIRE amount. This is fraud it is intentionally deceptive. Hotels should be refundable in most cases or changable. Mistakes happen and schedules change especially with air travel the way it is today, this is unacceptable.

• Review fromBeth F

  Date: 04/29/2025

  1 star
  Wish I could give this 0 stars. Worst company. Very deceptive. Adds additional hidden charges to booking that customer doesn’t see until after they book. No refundable and can’t even get the reservation back if you still want to pay the extra amt. Don’t use this reservation company

• Review fromLauren S

  Date: 04/27/2025

  1 star
  My friend sent me a link to the hotel we chose for our Nashville trip, in which I opened and proceeded to book. It looked so similar to the Wyndham site I had JUST used to setup my trip in Chicago. After entering my CC info and clicking confirm, I was advised I had 10 minutes to call my CC company and approve the transaction. It was at this point I realized it was a third party, immediately backed out and booked via the Wyndham site. It was $60 cheaper to go straight through Wyndham and I didn’t have to prepay. An hour later, I found I had been charged by this scammer anyways. I had to call multiple customer support numbers listed on Google and my email confirmation to get a representative on the phone. She tried to convince me to keep the reservation, even further, to book any upcoming trips with them. No way. Thankfully, they agreed to refund, but I will watch my bank to make sure that actually happens. Do not let these people scam you! I sincerely hope I don’t have to shut this card down.

• Review fromKathleen M

  Date: 04/26/2025

  1 star
  Do not use this company that masquerades as the hotel! I thought I was booking directly with the hotel as the website was the name of the hotel/guestreservations. My credit card charge also was listed as just the name of the hotel I thought I was booking with. When all was said and done they charged me an extra $2000 over the cost of the 3 rooms for 6 days noting it as “taxes and fees.” Initially I thought it was a VAT tax in the country we were traveling to. After waiting an half hour, and getting no confirmation, I eventually got an email from guestreservations.com asking me if I wanted to book an even longer stay! Still no confirmation!
  I immediately looked up guestreservations.com and realized it had nothing to do with the hotel itself and had a horrible rep. I called them within the first hour of booking and told them I wanted to cancel. They told me they had to check with their “hotel partner” before they could do that. Finally after 2 weeks I heard from them and it was just an email saying there was nothing they could do other than cancel my reservation, keep $4500 they stole from me and return only $2000 to me! Please watch out for this scam! They fool you into thinking you are on the hotel website. I don’t even know if I really have a reservation or not and they refuse to refund my payment.