Reviews

Review Details

• Review fromLisa Marie D

  Date: 02/07/2025

  1 star
  I was charged $639 for a reservation for one night at the Madison Beach Hotel - a Hilton property in Connecticut. Due to an extenuating circumstance I needed to cancel this reservation, with the intention of rebooking after my crisis had passed. I thought I booked this reservation directly through the Madison Beach Hotel -- whose site clearly stated I had a 14 day window to cancel, prior to check in -- only to find that "Guest Reservations" was a third party site when I received a confirmation of cancellation stating it was non-refundable. I cancelled 3.5 weeks before the check in date. I made multiple attempts to contact them and spent hours trying to get help. I finally got through to a rep who offered to reach out to the hotel (due to the extenuating circumstances) and get approval for a refund. She said she received approval and I'd see a refund in 3-5 days. It never came. When I called back they told me they didn't have a record of the conversation and would not honor the promise of a refund unless I called the Madison Hotel and got their permission. When I called the Madison the reservation number I was given wasn't even attached to my name or party! They HAD no reservation for me. I'm an experienced traveller and I STILL got tricked by this deceptive business. They are a scam and should be shut down. Hilton wanted to help but they couldn't find a reservation TO give permission to cancel. The people at Guest Reservations heard my crisis story and are still refusing to do the right thing. The insult on top of the suffering due to the crisis has been awful. I can't believe how heartless they are. Their website is cleverly deceptive, tricking people into thinking they are on the Madison Beach Hotel's website. I'm seeing below that so many others have had similar experiences with other hotels. DO NOT BOOK THROUGH THIS COMPANY!

• Review fromJoseph P

  Date: 02/03/2025

  1 star
  Guest Reservations charged me $435.86 for a reservation for one night at Casa Monica Resort and Spa, a Marriott property in St. Augustine. For reasons of upcoming surgery, I needed to cancel this reservation, with the intent of rebooking it for the following month. I thought I booked this reservation directly through Casa Monica and to my surprise the "Guest Reservations" has nothing to do with Marriott, and I only realized this when I received a confirmation of cancellation stating it was non-refundable. Their website is cleverly deceptive, tricking people into thinking they are on a Marriott website, then layering on many additional, overinflated fees that you learn about only after you've made the reservations -- my $313.00 booking turned out to be $435!. I have attempted to contact them and have been given the run-around with many emails (with all different email address extensions). Although I am a very experienced traveller and a Marriott BonVoy Gold member, I too was tricked. This business, with its deceptive business practices, borderline criminal service with massively inflated fees is a scam outfit which should be shut down. I am trying to get refunded for a reservation I cancelled four weeks prior to check in! I have spoken with guestreservations.com, Marriott, Casa Monica and Expedia and all have said there's nothing they can do, yet all are culpable in some respect.

• Review fromcarrie h

  Date: 02/01/2025

  1 star
  This website is completely misleading and deceptive! I was charged $114.86 in "Tax Recovery Charges & Service Fees" just to book a hotel. When searching for "Staybridge Suites Vero Beach," this site appeared as the top result, seemingly imitating the official hotel website. Unfortunately, I didn’t realize their strict no-cancellation and zero-refund policy until it was too late. This experience has been incredibly frustrating—beware before booking!

• Review fromKatie O

  Date: 01/31/2025

  1 star
  I would give a 0 if I could. This appears to be a scam. Something is very wrong....
  
  I booked the hotel for one night thinking I was on the hotel's direct site and the site said if you enter a code, you’d get $25 off.
  After booking, I saw the $25 off didn’t work and forwarded the reservation to the hotel thinking it was something they can handle. They emailed me that they never heard of Guest Reservations, don’t work them and didn’t see my reservation at all.
  I called Guest Reservations and said that this seems like fraud and I want a refund.
  The lady said she couldn’t it wasn’t refundable as their policy.
  I asked to speak to manager. She said the best they can do is let me cancel the hotel and then they can ask their “partner” if they can refund me. But they wouldn’t ask the “partner” unless I agreed to just cancel. I was backed into a corner.. how else to get my money back? So I agreed to cancel.
  Also, strangely... I asked who the partner was and they said they couldn’t share that info. (why?)
  Then I emailed the hotel and told them what happened. They replied the next day saying they did have a reservation under WebBeds and it was cancelled and they said they’ll refund me. I have all of the emails.
  The next day, I got an email from Guest Reservations saying the opposite. That they stand by their policy that it’s not refundable.
  I've gone back and forth with Guest Reservations and they just keep offering me a discount for a new booking and saying the hotel won't refund me.
  So who is lying? Why would I book with a company with no business ethics? Now I’m stuck with this $318.75 fee and no hotel room.
  

• Review fromBette D

  Date: 01/31/2025

  1 star
  I now realize this was not a direct booking through the hotel. When you search on Google, it appears that you are on the hotel’s website. However, it is an outside booking company that lists the prices on its page, but then tallies up the prices with an additional $50 per night onto the listed room rate! When I called them to complain about the additional charges, they then told me this was non-refundable. They said nothing about non-refundable before my transaction went through, and they said nothing about the rate being a pre-taxes and fees rate!
  I am now going to call this hotel to find out if I am actually booked there. As I now read from other complaints, I might not be booked there at all!
  I hope the BBB can help me get a refund on this and shut this company down!

• Review fromSP P

  Date: 01/30/2025

  1 star
  Guest reservations is a scam website. It is the first thing that pops up when you do a google search for hotels. Their URL's also look very legitimate. I made a reservation and realised that they were charging almost one nights charge as fees. I called and they were absolutely unwilling to cancel. But it gets worse. I called the hotel to confirm my reservation, and guess what? The hotel didn't have it. It's an absolute scam and now I'm disputing with my credit card company.

• Review fromBen D

  Date: 01/28/2025

  1 star
  ?? Warning: Avoid Harrah’s Harveys in Lake Tahoe (of Caesars Entertainment) and GuestReservations.com ??
  
  I’m sharing this to save others from the nightmare I went through. My recent stay at Harvey’s Lake Tahoe was a complete disaster, and the way they handled (or didn’t handle) my complaints afterward was even worse.
  
  Here’s what happened:
  • The card key to my room didn’t work FOUR TIMES, forcing me to trek back and forth across the resort every time.
  • When I finally got into the room, it was nothing like what was advertised. Dingy, poorly lit, and rundown.
  • Worst of all, there were bed bugs. Yes, bed bugs.
  • To top it off, the cleaning staff ignored the “Do Not Disturb” sign and barged in while I wasn’t fully clothed. Privacy, who?
  
  It only got worse when I tried to address these issues with management.
  • The manager responded to my first email and call, then completely ghosted me afterward—ditching all further attempts at communication.
  • They diverted me to a security officer instead of speaking to me directly.
  • A manager on the phone confirmed I’d get a full refund, but then they backtracked and refused to honor it.
  
  Adding to the frustration: I booked through GuestReservations.com, which, in hindsight, feels like a scam. Their website is misleading, and now I’m stuck dealing with both their shady practices and the disaster at Harrah’s Harveys.
  
  This was the most unprofessional and uncomfortable experience I’ve ever had at a hotel. If you’re considering staying here or booking through GuestReservations.com—don’t. Spare yourself the headache and stress.
  
  Feel free to share this to help others avoid the same nightmare.

• Review fromPaul S

  Date: 01/23/2025

  1 star
  This website is a SCAM!! First it looks like you are booking direct from the hotel and in reality you're not.
  They charge your credit card and won't make the reservation to the hotel you booked.
  If you call their customer service they don't address any issue and simply are instructed to give you no answers. Again because it is a SCAM!
  And I don't mean it as they give poor service, I mean it in the way that you pay and once you go to the hotel they don't have your reservation and you just got SCAMMED!
  I reported them to authorities!
  

• Review fromRobert B

  Date: 01/15/2025

  1 star
  
  Beware of "Guest Reservations." They are a parasitic business which uses sneaky tactics to trick you into doing business with them.
  
  I had the unfortunate experience of attempting to book a hotel room at Holiday Inn in Great Barrington for a ski trip with my family. When I searched Google for "Holiday Inn Great Barrington", their ad was the first hit. The Title Page showed "Holiday Inn Express Great Barrington" in large font, making it appear that I was indeed on the Holiday Inn website.
  When searching for a room, a warning appeared stating that "Availability is Limited! You have 10 minutes to complete your room booking or your room may no longer be available." I learned later that this warning is fake, and used only as a tactic to hurry customers into making a mistake.
  When I booked the room I immediately noticed the extra $165 charge for Taxes and Fees. I called Guest Reservations right away and spoke to their customer service department for at least 45 minutes trying to cancel the reservation or have the fee waved or reduced. They absolutely refused.

• Review fromMelanie S

  Date: 01/12/2025

  1 star
  As all previous reviews state, this site is a SCAM! If you are seeing this too late just know that it was the same for me but if you had any chance to research before booking, please please stay far away. This is a 100% scam site that will take your money and not provide the service it advertises. It will not book a room, work with the hotel, or provide customer service. There is no legitimacy to this site. I cannot believe they are not shut down.