Guest Reservations
Reviews and Complaints

Feel cheated and stupid I didn't notice ridiculously high service charge amounting to 78% on top of the headline quoted cost which is completely unjustified. Looking again I see total and charge is in small at the bottom but on the phone have to scroll down to see it so have no legal comeback I realize but still feel there is a deliberate intention to mislead.
I also felt there was stonewalling can't do anything "buyer beware" attitude from customer service agent I rang immediately after making the order
Hotels.com taxes/service charges for same booking arejust 324bt for same stay CW 1398bt I was charged by guestreservations.com. This means total for the same room is $71.94 with Hotels.com
A ridiculous difference from the $106 I was charged!
The site came up near the top with Google searching the hotel name I went there because I thought it was an official site as address has hotel name straight after the www.
ie.
Ad·thetarntawanbangkok.guestreservations.com/

They were given the chance to make things right considering I rang up immediately after my order but just got unsympathetic ear which wound me up more!
Kind Regards
Andy Dunfield-Prayero [protected]@yahoo.com

Booked a room on the 11th June2020 to stay at the Hilton Garden Inn, Birmingham UK believing I was on the genuine Hilton site. Due to Corvus-19 I needed to amend booking from 6th December 2020 to 6th April 2021. I tried to do this(3rdSept) via the Guest Reservations website but they emailed (Customer Care and Escalations) me saying that due to the hotels cancellation policy I could not do this. I sent a further email on the 8th September stating that this was not the hotel's current policy but there has been no response. I sent a follow up message to their Customer Care and Escalations yesterday (17th September) and, as yet, no reply. I have spoken directly with the hotel in Birmingham who have confirmed that a booking does exist In my name but any amendment must go through Guest Reservations. What now?

On 12 september 2002 I made a reservation to the days inn in perryville missouri arriving the 18th and checking out the19th. I saw a notice that said reservation are nonrefundable so I reviewed the request and paid. I received a confirmation email saying arrive 25th depart 26th and immediately (within 10 minutes) called and explained that something on their end went bad and they made a mistake on the reservations and need a correction and was told they cannot help me that there were no refunds. I explained that I did not want a refund just a change of dates and the error was theirs after a lengthy conversation the lady put me on hold when she came back she said "I can refund $7.00" I explained that was not acceptable then she said "call back in 30 minutes to one hour don't worry we are going to take care of this". I called back and a different lady answered the phone and refused to help telling me there were no refunds and I would have to pay again to get the correct dates. I received an email for "customer care and reconciliation" and tried to register but have already been falsely registered with a password that I did not provide so could not file a complaint. There was also a $32.08 fee assigned that was not explained clearly in the start of this reservation request. I am going to file formal complaints with the state attorney generals of missouri and the state guest reservations is located also days inn and the better business bureau also any companies on the website that guest reservations work with at close of business today if someone does not contact me and correct the dates of your mistake or refund my money. Reservation # r2128373049. The way this company came up on the computer I thought I was dealing directly with days inn. Thank you.

I booked a room online with Hilton Garden Inn. I paid with a credit card online for 2 nights, September 12 and September 13, 2020. In addition to the room I paid a "tax recovery charges and service fees" of $148.58.

I arrived at the hotel to check in and was told by the clerk that my credit card had not paid for my room even though I did have a reservation and a receipt that stated "Paid in full", they wanted me to pay again or call a company called "getaroom.com" and make them agree to pay the Hilton Garden Inn.

I believe that:

1. "getaroom.com" deliberately misrepresented itself as The Hilton Garden Inn when accepting my reservation on behalf of Hilton

2. "getaroom.com" did not pay Hilton Garden Inn properly if Hilton agreed to allow "getaroom.com" to book rooms on their behalf.

3. "getaroom.com" charged an an exhorbitant fee for "Tax Recovery and service fee" charge far in excess of the usual fee of local hotels.

I made a reservation online thinking I was doing it direct with the inn. I thought the price was a little high and then was surprised at the added tax, recovery and services charge. I read the line about it being non-refundable however since I thought I was booking directly with the Windham Inn I proceeded.

I then contacted the inn directly to try to reserve a room we stayed in last year. The lady couldn't find the reservation and asked how I booked it. I told her and she let me know it was through a reservation company of some type. I spoke with her and found out that the rooms were less expensive and the taxes were not nearly what I was paying and there are no additional fees.

I immediately cancelled the appointment since "cci guest reservations" said that the cancellation refund depended on the hotel's return policy. I knew I was ok because I had just spoken with the lady at Windham Inn.

I received an email from "cci guest reservations" saying my reservation was cancelled. I assumed everything was OK since I had done it so quickly and had received a confirmation.

Today we received an itemized credit card statement and the $590 is still on there. I called them and spoke with Wendy and she kept repeating that it is non-refundable. I told her that is ridiculous. I cancelled within minutes of ordering and this was way back in July. The reservation isn't until the second week of September! I had originally thought I was booking with the hotel, that is why I accepted that there were no refunds. We wanted to go so we didn't expect to need a refund.

I've been using Travelocity for years and have never any issue. This seems to work in a similar way however it is a dishonest company who rips off unsuspecting customers.

Hello, I have been unfortunate enough to book through this company (completely accidentally as they have a web page that looks just like the official Hilton hotel site). My booking was for 2 interlinked rooms at the double tree by Hilton in Southampton with breakfast. I was told the total for both rooms together was €127 which would be £102. After the call I felt something wasn't right so contacted the hotel directly and found they weren't booked as interlinking rooms (very concerning as we have 2 young children) and no breakfast included. I also checked our credit card bill and found we have been charged £106 twice so more than double the quoted total. I have called them back on several occasions and spent literally hours on hold but they say after carrying out investigations they cannot issue a refund. When you call you are made aware all calls are recorded but they say they are unable to listen to the calls as part of the investigation (which surely begs the question of why they are recorded or is this a complete lie?). At present I have been waiting 96 hours for a supervisor to call me back which I was assured would be within 1 hour. Absolutely disgraceful service and a total scam. I would warn everyone not to avoid.
Please could you investigate this on our behalf before more people are lured into this scam. Thank you

A hotel booking was made for 25th April 2020 in February.
Due to Covid 19 restrictions, the hotel said they would refund the cost of the room. The money has been refunded to the agent, but has not been passed onto me.
I would like the money owed to be returned to my card.

Many thanks

Hello, I have had the same problem. I had searched for a hotel in Piraeus and when a hotel with the same name popped up I presumed it was from my previous search. However this was for a hotel in Athens ( with the same name )and as soon as I had paid I realised my mistake. I contacted the hotel directly but they have told me that no reservation has been made. I have paid over £100 and cannot seem to recover it. It was a genuine mistake that I thought I could rectify in minutes but has now dragging on since the 26th January
I feel that I have been scammed and have tried to get a refund.

The confusion number is R1853115899
You will notice that I cancelled immediately as it was a genuine mistake, i should get a refund. Again, the hotel has no record of this transaction and say they cannot do anything to help

The paid search results and url extensions for this business are extremely misleading. When searching on Google for a hotel by name, their results displays as [hotelname].guestreservations.com. In this case, I was searching for the Kimpton Tryon Park Hotel. Their site displayed on the search result as kimptontryonpark.guestreservations.com - so it was clearly meant to look like the official reservation page for that hotel. When you click through to view the rooms available, the url redirects to guestreservations.com/kimpton-tryon-park-hotel/booking. Yes, there is a notice that they are an independent travel network - but it is a light gray font, and it is below the large, prominent availability search window. Again, when you click to view the available rooms, the page header is meant to look like the official hotel header, and if your eye skips over the same light gray disclosure statement (which it is designed to do), you will not realize that you are not on the direct hotel site. When you click "Book Now" the next page has a red countdown timer that only allows 10 minutes to hold the rate, which creates a sense of urgency and gives the strong impression that the shopper does not have enough time to search around for alternatives. The "Tax recovery charges and service fees" are listed and seemed high, but are not broken out to advise the shopper that much of it is a service fee that goes to the reseller - not to the hotel. In fact, the base rate for the room is lower than on the hotel website (I checked afterwards, when I realized what had happened), but the additional fees jack up the price so that you end up paying more than if you had booked directly. I did not realize that I had booked through a 3rd party until I saw that the confirmation email came from confirmations@hotelvalues.com. I then went back to Google and repeated my search, only to find that the official hotel website is tryonparkhotel.com, not kimptontryonpark.com. As soon as I realized my error - within minutes of completing the transaction, I called guestreservations.com, and they insisted the reservation was non-refundable because that is the hotel's policy and they have to abide by it. They then refused to allow me to speak with a manager. I then called Kimpton and explained the situation, and asked if I could keep the room but cancel the existing reservation and rebook through them directly. They said that the reservation is made using the 3rd party's credit card, so they would need to request the refund and then, in theory, the 3rd party could refund me. I lodged a formal complaint with IHG requesting that they terminate their reseller agreement with guestreservations.com, but I doubt anything will come of that. All in all, I strongly feel that this company uses purposely misleading advertising and carefully crafted loopholes in disclosure regulations in order to scam customers by tricking them into accepting higher fees than if they had booked directly through the hotel.

Date of the incident was today - 01/29/2020. Reservation# R1857040429. My desired outcome is a refund of the extra $48.85 I paid for this room vs. booking direct with the hotel.

January 20, 2020, I went online to book a room at the Hampton Inn Suites, South Park, Charlotte, NC. I THOUGHT I was on the official hotel site, but I ended up on the Guest Reservations site by mistake. They booked a room for 2 nights for $127/per night and then added a $104.64 charge (see below) which is completely outrageous!

Subtotal US$253.30
Tax Recovery Charges & Service Fees
(See Details Below)
US$104.64
Total US$357.94

I called to cancel the reservation, they (obviously English was their second language) told me it was non-refundable. Unacceptable. The agent said if I got approval from the hotel, I could get a refund. I called the Hampton Inn and talked to the manager, Teresa. She advised me to call the company back and insist on talking to a supervisor because the Hampton cancellation policy is full refund within 48 hrs, the reservation was 2 weeks away so I was well within their policy acceptance. After 4 phone calls and screaming matches with 2 of their agents (which were recorded so I have documentation), their agent called the Hampton manager which gave the approval and finally Guest Reservations gave me the confirmation for me to receive a full refund. Guest Reservations bill your card immediately under the name "cci*Hotel Res". Please make this complaint public. The Hampton manager was aware of these thieves and admitted it isn't right and possibly illegal. Somehow these crooks have managed to have their web site pop up first on the Hampton Hotel Reservations. They need to be SHUT DOWN!

I would like to start out by saying I NEVER book ANYTHING through a third party site. So when I booked hotel reservations for my dental office I thought I was booking online directly through Intercontinental St. Paul. The price looked right, so I hit accept. I was writing down the confirmation number when I realized that these reservations were not refundable and not able to be cancelled! This is also when I realized I was NOT on the hotel's direct website! I IMMEDIATELY called the number associated with this reservation. And as you all already know, I was told that this is not refundable, you cannot change or cancel the reservation without full penalty. I also called the hotel directly and got the same response. What a joke! My "Tax recovery and service fees" totaled $1173.60! These reservations are not for 4 months! The hotel and site will easily be able to resell these rooms. I am not even sure that my entire staff will be able to attend the conference ! I just wanted to get the rooms before the holidays and then change them as needed after the first of the year. So much for trying to be efficient! I think there should be at least a 24 hour cancellation policy. We all make mistakes and do not read all the fine print. Something this site knows all too well. They are good at things- duping you into thinking you are booking directly through the hotel AND stealing your money! I will continue bashing this site and hotel through as many complaint boards I can get my hands on!
Dr. Stacey Johanson
Caledonia MN

I am writing this letter regarding a hotel reservation Confirmation R1617588 with guest reservations.com On August 15, 2019, for two nights October 31-November 2. I pre paid $445.48 for this reservation. Payment was made by my Master CredutCard on 8/14/19. Seconds after receiving what I believed a legal confirmation, I called and disputed the confirmation clause that stated No Refund and explained that I would NEVER make a non refundable reservation because I have lung cancer stage 4. They did not care. I called 8 times trying To speak to a Supervisor which they refused to and told me there were no supervisors. I then wrote at least 10 emails to Initially. Just requesting a change on the wording of Full Refund in case my health was not well. They refused. I called the hotel directly Embassy Suite Downtown Tampa Convention Center and they had no record of my reservation. I called 3 different phone numbers the Hotel provided me and "Ann" acted surprised and told me that she was sending an email to the hotel and I would be notified by email. Hotel management had their hands tied since I made a reservation through what I though was an Embassy Suites legal webpage. I gave contacted guestreservations.com everyday since 8/15/19 A Jeany G from guestreservations.com emailed me and said she was going to get me "a one time waiver" and get me a full refund.This was on 8/26 and that it would take up to 5-7 days. On 9/3/19 I contacted the Better Business Bureau in and explained the scan of this company. Today I received an email stating they can not refund Eventhough to this date 9/4/19 the Embassy Suites DOwntown Tampa Convention Center has NO RECORD of my reservation.

Guestreservations.com practices deceptive trade practices. They purchase web addresses that mimic actual hotel websites so that consumers believe they are dealing directly with the hotel. They misquote rates and charge exorbitant booking fees. Finally, they do not disclose that the rate is nonrefundable. In my case, I specifically told the agent on the phone that my plans may change and that I may need to cancel my reservation at the hampton inn in napa and was told that I would be able to cancel up to 48 hours before the check in date. However, this was not the case - the reservation was nonrefundable. The service rep I complained to states that at the end of the call I was asked if I agreed to the terms and conditions - the t&cs have to be accurately relayed before I can be bound to them. These folks are clearly deceptive.

I was trying to make a reservation with Hyatt Hotel London Churchill when I googled it Hyatt Hotel London/Guest Reservations showed up. I clicked on it and responded to a room rate of $344.00. After accepting the terms and conditions and approving payment of $344.00, when charged I had an additional $169.00 for a total of $514.78! I immediately called to cancel the room and they would not refund my money. I cancelled the room because they said that possibly in 24 hours they could refund my money. In 24 hours I was not refunded and was told it would not be refunded. I made a complaint with the BBB and the Hyatt Hotel. I believe Get a Room and Guest Reservations work in cahoots and should both be closed down for deceitful advertising, deception and fraud. No not fall for this scam!