Guest Reservations

Our hotel said our charge should have been $145, but this website collected $60+ in fees that were not disclosed until BELOW the booking button. There was no summary of fees before booking.

I made a reservation on 7/8/2023 for dates 7/9/2023-7/14/2023. I thought I was actually on the hotels website, which became clear to me several days later that I was indeed on Guest Reservations, mistake #1. I literally had to cancel my reservation 3 minutes after making it after an emergency came up while booking my room. I immediately cancelled and thought all was well since I got a cancellation number and a cancellation email. I became aware on 7/14/2023 that I was charged for my entire reservation ($1909.00). I have called customer service, which is in the Philippines (I had to ask) and have spent literally hours on the phone pleading my case- I cancelled immediately and I am requesting a full refund. Yes, I have a cancellation number and yes, the well known hotel chain has offered to refund this company however, Guest Reservations refuses to send the requested email to the hotel stating they will refund my money (hotel doesn't want to refund them and they not refund me), and in return, the hotel chain will refund them. They refuse to transfer any of my calls to a supervisor so I can escalate my request and basically the last representative I talked to stated I am SOL. I'm not done yet BUT if your come across this company in your reservation quest, STAY AWAY! HORRIBLE CUSTOMER SERVICE!

We had a great experience due to Zenia being so welcoming & friendly!
The room was spacious & very comfortable

After staying at this hotel four times previously, I was looking forward to this stay
The room we were given was in the dirtiest part of the entire place
Went into bathroom and there was mold on the ceiling. Also the fan was loaded with dirt
We were told there were no other rooms available. In the morning we could have switched to a different room but we had unpacked and didn't really want to pack up and move.
First got there and it was 7:00 pm restaurant closed at 8:00 but the outside bartender was able to help. We were grateful.
Walking to the pool was interesting. As dirty linens were piled up on the sidewalk. Huge loads of dirty linens.
Next morning day 2 my sister started getting places on her leg. We were trying to figure out what was going on. She has bites on her legs. Day three we ask for toilet paper was told by housekeeping they can't give it to us but we needed to go to front desk to get it. So that's what we did. The clerk said that we could get it from housekeeping. I said nope they said we had to get it from front desk.
By now my sister's legs are getting worse. We leave in the morning. I called and they said they would check it out to.make sure no bugs. Which they said there weren't any. Supposed to send report to me. Didn't get it
I talked with front desk and she said there was another person that said the same thing. But the manager said we didn't tell them so we had to pay full price.
I said we were paying for a great hotel and this place was filthy and
Understaffed.
Such a disappointment.
Still not sure what the bites are all over my sisters legs.
My last time to stay there. Very dissatisfied

This company should be shut down as fraudulent. I googled a hotel and the first IP that came up was the hotel name/guest relations. When opened, it looked like the hotel's actual website. Only in tiny print does it say it is a third party site and if you are on a phone or ipad much of the information is not shown. I made a reservation and believed I was was giving my CC info just to hold it. When I got the confirmation I realized that the price was over $200.00 more than I was quoted. They said the hotel's policy was that it was non refundable. And Guest Relations charges a fee for their service, a $200.00 fee! My travel plans changed and when I contacted the hotel to cancel and acknowledged I knew it was non refundable but I wanted to release the rooms, the hotel told me the booking had been made through booking.com and was refundable. Guest Relations clearly just took my money and an additional $200.00 plus and went to booking.com and made the reservation. They are lying that it is the hotel who is refusing to refund. Since booking.com does not have me making this reservation, there is nothing I can do to recoup at least the room cost.

Guest Reservations has misleading business practices. The format of their website seems to be purposefully designed to lead people into being overcharged without their knowledge. All of the information the customers need is technically there, but it's strategically placed in locations that are easy to miss. Information such as cancellation policies, exorbitant fees, etc. is tucked away inside of a link in the Terms and Conditions (which, studies show, only 1% of customers actually read) or in small print in a side bar as far away as possible from the "submit payment" button. It's simply not believable that they are a transparent company as they claim in responses to complaints. A transparent company would make both their policies and fees as clear as possible to the customer.

If this company was interested in being transparent, surely hundreds of complaints on BBB would urge some kind of change to inform customers upfront about the costs and terms of their reservations. In fact, most trustworthy companies already do this. Tripadvisor, another third party booking company, offers a fee total in bold, bright letters in line with all important information and warns customers not once, but twice if the charge is non-refundable. None of this important information is shoved off to the side in tiny print because Tripadvisor is a reputable company. Guest Reservations is not.

Wouldn't allow me to give the zero stars earned. I believed I was on the website for the hotel I was booking but it turned out to be a page impersonating the actual hotel site. The deceit did not end there. After selecting a room/rate I was prompted to enter my payment information. There was no visible breakdown of rates, fees, taxes, and total on this page. The button at the bottom of the page had two arrows pointing to the right in a deliberate attempt to lead one to believe the missing information/final authorization would be on the next page. Clicking the button in reality was the authorization and acceptance of the total which I later learned was concealed in the fine print under the button. When I realized what happened I began immediately calling/emailing to cancel because I was charged hundreds of dollars more than others who booked the same hotel and almost $500 more than I expected. Also concealed in fine print was a "no refund" cancelation policy for this amazing rate I was getting. Calls go to some folks in India that the company is taking advantage of. They read scripts. They can't help you. Email resulted in scripted auto-replies with minor edits. The hotel can't help either because they aren't affiliated with these crooks.

To GuestReservations.com- I hate your company and will do everything possible to ensure I've spent my last dollar with you. Enjoy ripping more people off with your deceitful website and shady practices. Hope you are exposed for what you are and are forced out of business. I'll continue to inform anyone who will listen about my experience being victimized by "Guest Reservations". I'm a Dad who was traveling with my wife and daughter for her club volleyball tournament. We want to provide the best we can for her and can't afford to pay hundreds extra for a hotel room.

They try to look like the hotel your trying to book and have outrageous fees tacked on and no cancellation policy. Be aware!

They make is sound cheap but they charge more than directly booking with hotel. Pricing is not transparent, they add on high fees and will not allow refunds.

STAY AWAY!
Booked a hotel and, my fault, not paying attention they added $69.00 fee above the cost of the the room. This is nonrefundable so I'm stuck with the outrageous charge!

GuesReservation add 40% tax, charges and service fee to the initial amount that are not shown properly when you enter your Credit Card. I called then immédiatly to cancel, what they refused, and propose me instead a 50% off (to lower fee to 20%). They are using of deception, i would say fraud.
The other acarctéristic is that they use a domain name prefixed with the name of the hotel. namafohotel.guestreservations.com so that you believe that you are directly on the hotel website.
I called the hotel and the reservation exist, via booking.com. They use booking.com API to book, i dont know of booking is involved in this fraud or at least use of deception.

Unfortunately I wasn't paying attention when I made this booking, it looked like I was on the hotel website and it wasn't until I made the payment that I realised it was Guest Reservations (alias for GetaRoom)
Not only do they add charges when you book, in this particular case the website said it included a free breakfast but when I received my confirmation there was no mention of it. When I complained they just ignored the issue and just stated that I would have to pay extra at the hotel if I wanted breakfast.
DO NOT USE THIS COMPANY, IT'S A COMPLETE DISGRACE THAT THEY CAN GET AWAY WITH THE WAY THEY REPRESENT THEIR RATE.

I was looking for a room at the FLAG hotel in Zürich for two nights, the first result in Google was a website leading you to think it was the hotel official website, when in reality it was Guest Reservations. I went forward with the reservation, clicked the "next" button and after three (no jokes) seconds 570$ where reserved on my credit card, no confirmation interface, nothing. On top of the inflated cost per night, they added a 120$ tax fee with no reason, the total cost of the stay was 50% higher than the average cost of a room in the same hotel booked via other websites. In the receipt, they states that the tax fee should cover additional services, but my room was not cleaned daily, breakfast was not included and no air conditioning was available (in August with 37 degrees).

Worst website and service I ever used, they are basically legally scamming people. Ah and on top of that, on their website they don't explicitly mention that you cannot cancel your reservation because THE CANCELLATION FEE IS EQUAL TO THE RESERVATION COST. Both The Flag hotel and Guest Reservations should be sued for what they are doing.

Terrible experience. Almost double price charged. Please, scroll down on your mobile, the final price is far below the pay button and is much much higher.

Acts legitimate, then charges 40 percent more. I tried to cancel within a minute, and couldn't! I thought I was on the hotel official site.