Overview
Guest Reservations has a rating of 1.7 stars from 1,172 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Guest Reservations most frequently mention credit card, customer service and third party. Guest Reservations ranks 446th among Hotels sites.
Instant Feedback
As with the rest of the hundreds or more than likely thousands of people; this company has not responded. Thank you to pissed consumer for being an outlet for the consumer. Based on the amount of complaints against guest reservations It's just a fact that some companies can have a "F" rating with the BBC and also with Pissed Consumer and still operate freely.
Pur card was charged fraudulently and they would not refund the money. We are hundreds of miles away and never went or have want to go to the location of the destination. They hung up on us repeatedly. I am getting authorities involved because they refuse to now answer the phone. Seems like a scam site to me. Hope everyone follows.
Hi Steve,
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 that we want to make things right for you.
We do our best to be transparent about policies and make sure they're clearly stated on our website so you know where you stand. However, we would be happy to work with you on the issues you raised. Please email customercare@guestreservations.com with your reservation details including the email address you used along with your reservation number (beginning with “R”), and we will do our best to resolve your situation.
Sincerely,
Chantal Reynolds
Guest Reservations Customer Care
I booked on this site thinking I was at the hotel website. I was charged an extra $200 for fees and taxes. I'm hold waiting to talk to a manager, I suspect I will not be talking to anyone. I have booked 3+ months out and they are claiming that no refund is possible. I suspect there will be a class action suit pending.
Hi Andrew, we are sorry you had this experience. Just like when you book through a hotel directly, Guest Reservations must charge its customers for all applicable taxes, including any hotel taxes. Additionally, by charging a service fee for all of its reservations, we are able to offer 24/7 customer support and operate as an independent travel network. Guest Reservations conspicuously discloses all fees and taxes on its checkout summary webpage, asking customers to check a box acknowledging these before they enter their payment information. Despite our transparency, we remain concerned about your experience. Please provide us your reservation # and the email address used at purchase and we will respond with the next steps. Thank you.
Booked a room for 7 minutes- changed my mind and cancelled.reservations cancelled but not refunded. Reservations not refundable. No where on the website did it say that. Would not reinstate the reservation because it was cancelled. I have filed a complaint with them, not sure how or what that will do. Stay away fro this website. Total scam.
Hi KB, our customer support agents are committed to your satisfaction. So we can securely look into this, please private message/DM us your reservation number, email address, and name the reservation was made under. Thank you.
When I booked my ticket I was quoted a price of 5985 thai baht but the amount that was charged to my card was 8789.65 thai baht. There was no stage in the booking process that I was notified of this price difference, and when I contacted them to complain they said the extra cost was due to various taxes and there was no way the money could be refunded. I checked other websites (including the official hotel website) and the going rate for this hotel is between 5000 and 6000 thai baht per night. I feel ripped off and kick myself for using their stupid site!
Hi Yvonne,
We're sorry your Guest Reservations experience didn't meet your expectations. We take customer satisfaction seriously and want to help every traveler have a great experience.
We understand you were surprised by the additional fees. Like most 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 tax recovery charges prior to booking and require customers to confirm the total amount.
We do our best to be transparent about policies and make sure they're clearly stated on our website so you know where you stand. However, we are happy to work with you on the issues you raised. Please email customercare@guestreservations.com with your reservation details including the email address you used along with your reservation number (beginning with “R”), and we will do our best to resolve your situation.
Sincerely,
Chantal Reynolds
Guest Reservations Customer Care
Their taxes and fees are not clear ahead of time. I thought I was booking on the website for the hotel. Didn't scroll all the way down so I didn't see the added fees which were more than the cost of 1 night at the hotel where we are staying for 2 nights. When I called them right away I was offered 10% off and then hung up on when I asked about how they calculated the fees when booking on the hotel's website would have been less than $50 and they charged over $200 in taxes and fees. No refunds available.
Hi Michelle, we are sorry you had this experience. Just like when you book through a hotel directly, Guest Reservations must charge its customers for all applicable taxes, including any hotel taxes. Additionally, by charging a service fee for all of its reservations, we are able to offer 24/7 customer support and operate as an independent travel network. Guest Reservations conspicuously discloses all fees and taxes on its checkout summary webpage, asking customers to check a box acknowledging these before they enter their payment information. Despite our transparency, we remain concerned about your experience. Please provide us your reservation # and the email address used at purchase and we will respond with the next steps. Thank you.
The stay was ok, nothing special, and the room had a bit of a humid smell, but ok for 1 night. Then I was charged 2 times on my card (as per screenshot attached). When calling them to understand what were the 2 charges, they said 1 was a no-show because I didn't show up until midnight. Since I checked in after midnight they charged me a no-show and then a new charge as a new reservation, which is absurd, as I only slept there 1 night and checked out the following day before 11am. Tried sending them messages, emails and calling with no response. When they did respond after several tries, they provided the above 'explanation' and never offered to refund the no-show charge, since I actually showed up. Thankfully I booked this stay through Booking.com and their customer service was able to help me. If I depended on the hotel for help, I would never get anywhere and lose this money.
Hi Gustavo, your satisfaction as a customer is of utmost importance to us, and we are committed to resolving the issue. Please contact our customer support team at customercare@guestreservations.com to help resolve your concern. Thank you.
I made a hotel reservation at an advertised price of $102. I entered my credit card information and waited for something to give me a final tally of the total price including taxes etc. When making the reservation, there was never any indication of additional fees. I received an email giving me my final price of over $163. They also said there would be an additional resort fee of $28.80 collected on check-in. I immediately called Guest Reservations and asked for a refund. They said they could cancel my reservation but would not issue a refund. I called the hotel and there was nothing they could do about it. These people are not reputable. Next time I will deal directly with the facility rather than being suckered in by a deceptively low price.
Hi Rick,
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 that we want to make things right for you.
We do our best to be transparent about policies and make sure they're clearly stated on our website so you know where you stand. However, we would be happy to work with you on the issues you raised. Please email customercare@guestreservations.com with your reservation details including the email address you used along with your reservation number (beginning with “R”), and we will do our best to resolve your situation.
Sincerely,
Chantal Reynolds
Guest Reservations Customer Care
When you google the hotel name, the site that appears among the first is infact a hotel site simulation owned by "guest reservation". And you do not realize until the final credit card payment in which an extra charge of 270 euros is applied.The hotel receives the reservation from booking.com therefore there is no trace of guest reservation anywhere, not even on the credt card charge. STAY AWAY
Hi Sal, your satisfaction as a customer is of utmost importance to us, and we are committed to resolving the issue. Please contact our customer support team at customercare@guestreservations.com to help resolve your concern. Thank you.
I thought I was going into a beautiful hotel only to find mold and my ceiling having a hole in it. I opened my window to look out and it was all damaged. The continental breakfast they serve that a lot of hotels give for FREE, Hilton charges $17 for. I won't be back
Too bad I can't leave 0 stars. This is a rip off company. I made a hotel reservation feeling I was reserving a room for approximately $150 per night. When I clicked make the reservation, Guest Reservations snuck in about a $90 fee, bringing the total to about $240. I will be looking for Guest Reservations going forward. They will never stick it to me twice again.
Hi Frank, your satisfaction as a customer is of utmost importance to us, and we are committed to resolving the issue. Please contact our customer support team at customercare@guestreservations.com to help resolve your concern. Thank you.
Scam. I was on the hotel site and clicked a discount for first time stays. They had the same branding as the hotel and used the hotels name and added guest reservation so check the entire URL. They add a huge fee and don't show the fee until after they have your card #. For example on a 154.00 rate I was charged $95 in fees. Fees are processed in the USA. I'm in Canada. Further how it appears on your credit card is different as to what it said on mine. Despite thinking I was being vigilant, I was deceived. I called them and there is no cancelling or changing (per their terms) even when it is fraud.
Hi Jane,
We apologize for the negative experience you had with Guest Reservations and want you to know that customer satisfaction is our top priority. We want to help every traveler have a great experience.
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 webpages and customer communications.
We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
We do our best to be transparent about policies and make sure they're clearly stated on our website so you know where you stand. However, we would be happy to work with you on the issues you raised. Please email customercare@guestreservations.com with your reservation details including the email address you used along with your reservation number (beginning with “R”), and we will do our best to resolve your situation.
Sincerely,
Chantal Reynolds
Guest Reservations Customer Care
This company is known for scamming people who don't read the fine print. If you book a hotel room and make any mistake and want to change the date, for example, even if your reservation was made 10 minutes ago, you will lose your money.
Hi Victor,
We apologize for the negative experience you had with Guest Reservations and want you to know that customer satisfaction is our top priority. We want to help every traveler have a great experience.
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 webpages and customer communications.
We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
We do our best to be transparent about policies and make sure they're clearly stated on our website so you know where you stand. However, we would be happy to work with you on the issues you raised. Please email customercare@guestreservations.com with your reservation details including the email address you used along with your reservation number (beginning with “R”), and we will do our best to resolve your situation.
Sincerely,
Chantal Reynolds
Guest Reservations Customer Care
This is a third party booking site that pays google to put its results at the top of hotel searches and then, through subdomain web addresses and web design, impersonates the hotel website so you think you're using the actual hotel site and system. They then charge you exorbitant fees to book through them. For one room, they tried charging $72 in "tax recovery charges and service fees" when the hotel itself, through their system, charged only $25 in taxes, and that was on top of a cheaper room rate. And if you have any issues with your room or reservation, they won't help you and the hotel can't help you since you booked third party. AVOID.
Hi Dan, we are sorry you had this experience. Just like when you book through a hotel directly, Guest Reservations must charge its customers for all applicable taxes, including any hotel taxes. Additionally, by charging a service fee for all of its reservations, we are able to offer 24/7 customer support and operate as an independent travel network. Guest Reservations conspicuously discloses all fees and taxes on its checkout summary webpage, asking customers to check a box acknowledging these before they enter their payment information. Despite our transparency, we remain concerned about your experience. Please provide us your reservation # and the email address used at purchase and we will respond with the next steps. Thank you.
I recently booked the Conrad Nashville with you. They quoted the night stay at $240. That was a good rate so I booked. They next ask for credit card info with no disclosed total for the stay. After reserving I get an immediate confirmation showing taxes at over 60%. Hotel taxes there are 28%. The reservation was non refundable. I felt they were misleading.Furthermore I booked a king room and upon arrival was checked into a double room with no kings available. I will not use them again. I could have booked anywhere for less total bottom line.
Hi Larry, your satisfaction as a customer is of utmost importance to us, and we are committed to resolving the issue. Please contact our customer support team at customercare@guestreservations.com to help resolve your concern. Thank you.
They hide booking fees and surcharges. They try to imitate the official websites of hotels. They added about 35% of fees on a hotel room booking of approx 280 USD so I had to pay 400 USD for one night. And in addition their customer service is arrogant.
Hi Lars, we are sorry you had this experience. Just like when you book through a hotel directly, Guest Reservations must charge its customers for all applicable taxes, including any hotel taxes. Additionally, by charging a service fee for all of its reservations, we are able to offer 24/7 customer support and operate as an independent travel network. Guest Reservations conspicuously discloses all fees and taxes on its checkout summary webpage, asking customers to check a box acknowledging these before they enter their payment information. Despite our transparency, we remain concerned about your experience. Please provide us your reservation # and the email address used at purchase and we will respond with the next steps. Thank you.
I will never stay here again the front desk was rude!
Went to the restaurant waited for 30 min we had to get our own menu. No waitress ever acknowledged us so we left. No way to print our boarding pass. Was just an awful experience. There's to many other newer hotels in the area to ever go there again..
Hi Terry, your satisfaction as a customer is of utmost importance to us, and we are committed to resolving the issue. Please contact our customer support team at customercare@guestreservations.com to help resolve your concern. Thank you.
They create a website that looks wildly similar to the real hotel's website and web address (scamming you into thinking you're at the actual hotel website).They then smuggle on charges at the end. They are actively trying to TRICK people, which is so unethical.
Hi Kelly, Guest ReservationsTM is an independent travel network, offering reservations and exclusive deals for more than 100,000 hotels throughout the world. We understand that you were surprised to learn that Guest Reservations is not affiliated with the hotel where you made your reservation. We are sorry to learn of this misunderstanding. Guest Reservations tries to be as transparent as possible in disclosing that it is an independent travel network, which is not affiliated with any hotel. We would like to contact you directly to help with your concerns. To keep your information secure, please send us a message with your reservation # and email address used at purchase and we will respond with next steps. Thank you.
Run down building. Bathroom had limescale. Pool room was so cold, I feel like the air conditioning was on. The breakfast buffet was COLD. Food was sitting there definitely all morning. I just can't believe I had to pay $20 for that. It was all over a terrible experience and I wish I went to an actual 4 star hotel. Balcony was peeling off so we kept bringing it inside on our feet. Waaaaaay over priced.
Hi Marta,
We apologize for the negative experience you had with Guest Reservations and want you to know that customer satisfaction is our top priority. We want to help every traveler have a great experience.
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 webpages and customer communications.
We also require every customer to acknowledge that Guest Reservations is an independent travel network before finalizing their reservation.
We do our best to be transparent about policies and make sure they're clearly stated on our website so you know where you stand. However, we would be happy to work with you on the issues you raised. Please email customercare@guestreservations.com with your reservation details including the email address you used along with your reservation number (beginning with “R”), and we will do our best to resolve your situation.
Sincerely,
Chantal Reynolds
Guest Reservations Customer Care
I am guest in room 2115, find the worst service from staff and reception. I needed water glasses and plates and spoon to have dinner, i have been asked to go to restaurant and get it yourself, we are under staff and we can provide requested service.
If we can not get these basic service, what for we book a so highly appreciated property.
Really pissed of and don't suggest.
Hi Ashutosh, your satisfaction as a customer is of utmost importance to us, and we are committed to resolving the issue. Please contact our customer support team at customercare@guestreservations.com to help resolve your concern. Thank you.
Guest Reservations is an independent travel network connecting members with the best possible deals at over 100,000 properties worldwide.
Millions of travelers trust Guest Reservations with their travel, and benefit from its members-only Insider program.
As an independent travel network, Guest Reservations aggregates and finds its members deals previously only available through large travel agencies or directly from hotels. Guest Reservations was founded in 2016.
Guest Reservations Reviews:
GuestReservations.com has a high customer satisfaction rate. Guest Reservations is one of the most trusted platforms for online hotel reservations. To read verified Guest Reservations reviews, see below.
Is GuestReservations.com Legit?
Yes, Guest Reservations is a safe and legitimate source of online hotel reservations. Since 2016, Guest Reservations has made hotel reservations more accessible – helping millions of travelers book hotel rooms online. Guest Reservations customers enjoy exclusive deals and member rates, industry-leading customer support, and a wide selection of over 100,000+ hotels. Any issues with ordering can be resolved by their Customer Care team 24/7.
Guest Reservations Customer Support:
Need help with a booking? Guest Reservations leads by example with industry-leading customer service. Guest Reservations' Customer Care team is available 24 hours per day, 7 days per week. Call (855) 470-1527 to help with your order. You can also visit their website at www.guestreservations.com to manage your booking online.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Timothy, your satisfaction as a customer is of utmost importance to us, and we are committed to resolving the issue. Please contact our customer support team at customercare@guestreservations.com to help resolve your concern. Thank you.