Overview
Guest Reservations has a rating of 1.6 stars from 1,174 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
I hope Guest Reservations is not fraudulent. But I made a booking, paid by credit card, which has been processed now. But they failed to send a confirmation number. Their email support does not work, will not send anything, if you do not have a confirmation number and neither did the phone contact provided for me. So they have the money but I have no proof of payment from them or any emails at all. I do not want to use a public forum to complain without hearing from them but they leave no alternative. If you read this, GAT, please reply. It is not looking very open, honest and efficient to me, at the very least.
I was booking quickly on my phone and guest reservations presented as if it was the hotel site. Once I booked, I saw $68.05 in fees. The hotel told me if I could cancel with "guest reservations, " they had rooms available cheaper. Of course, guest reservations would not cancel the reservation so I ended up over paying for the same room I could have gotten directly from the hotel for less. I won't make the same mistake twice and hope this stops anyone else from doing so too!
This company resells hotels rooms and than adds a surcharge fee that is nearly 25% of the room cost and then says you can't cancel the reservation because of hotel policy. Hotel Policy was check-in day by 4:00 PM. When I called Customer Service they refused to help and barely speak English.
Hi Joseph, 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.
AWFUL WEBSITE. Thought that it was the actual hotel's website because they made it seem like it was. Added a crap ton of money after I paid for my reservation. THEY STOLE MY MONEY by making me think it was Hilton's actual website. Made me pay $400 bucks more. And now I can't even get a refund. Hate this!
Hi Simreen, Guest ReservationsTM is an independent travel network, offering reservations and exclusive deals for more than 100,000 hotels throughout the world. We understand that you were surprised to learn that Guest Reservations is not affiliated with the hotel where you made your reservation. We are sorry to learn of this misunderstanding. Guest Reservations tries to be as transparent as possible in disclosing that it is an independent travel network, which is not affiliated with any hotel. We would like to contact you directly to help with your concerns. To keep your information secure, please send us a message with your reservation # and email address used at purchase and we will respond with next steps. Thank you.
This company does not tell you that they will be charging your credit card even though you tell them you want to use your Hilton Honor points. Very misleading. We thought out points were used only to find charges on our credit card. Speaking on the phone with them resulted in an unsatisfactory outcome. Buyer Beware!
This place needs to be shut down. I was charged 197.00 for a room listed as 127.00, when I called customer service someone named Amanda told me there is nothing they can do for me! When I checked the told me on her side it shows that I only paid 132.00 for the room not 197.00 but they couldn't help me because I used a third party company. I'm not happy all the way around
I booked a room at Fairmont using Guest Reservations, but made an honest mistake by booking a different Fairmont than the one that I wanted. I immediately (less than 5 minutes) called Guest Reservations and asked the agent to modify my booking to the other Fairmont hotel. The agent simply said it's impossible! She said that I need to cancel my existing booking with no refund, and then book a new room at the other hotel. So basically they earned more than 400$ in few minutes due to an honest mistake. Terrible customer service!
The website impersonates hotel website, itlooked like the hotel site, and I made a reservation thinking I was doing it on the Cozzi Hotel site. They add substantial surcharge. We cancellation few minutes after booking and realizing that the website doesn't belong to the hotel, but they wouldn't refund. Avoid this website. Big scam!
Hi Yvonne, 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.
I accidently booked through them, as their booking system was misleading and false. Said I would get a refund, but nothing has arrived, and I am still chasing up. Did not say it was in American dollars. The booking ended up being double what it would have been booking through a NZ site. Booking cancelled within 10 minutes and still wanted to charge $200 admin fees.
Hi Jane, 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.
Rates appear low on their web site, but during booking suddenly a host of unannounced fees and charges appear. My $102 room became $161. And, they never provided an itemized bill. - SHOP ELSEWHERE!
Hi Carl,
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
I booked a room thinking I was on the actual hotel site. Come to find out it was on this Guest Reservations site. When I looked closer at the total cost, it didn't line up. As I looked closer they charged me $217.64 in Tax Recovery & Service Fees. My room was only $400.18. On the actual hotel site the entire hotel fee was $376 room rate + 46.34 (taxes) for a total of $422.34. They were charging me $195.48 over what the hotel was charging. It is a total scam! Also I was a day past when I could cancel so they completely screwed me! I will watch much more carefully next time and make sure I never book with them again!
Hi Nicki, 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.
Do not use them! They are not affiliated with the hotel at all. They have hidden fees. You enter your credit card info and they don't have the verification page which tells you how much they are charging for! Surprise 70 dollar service fee!
Booked a room in Ventura last week. Got to the hotel after a 14 hour drive. They had no record of a reservation in my name. We called guest reservations to find out what was going on. While I was on hold they called the hotel. The manager was confirming that there was no reservation in our name and asked for payment. The woman hung up on him. I emailed a complaint. Got a standard reply that it was received. I've sent two more and have gotten no reply. I've called and get hung up on constantly. I have file a fraud dispute with my bank. I will not pay for a service I did not get. Stay far far away from these scammers. I will be blasting them on social media if I am not refunded in the next week.
Brisa, we’re sorry you had that experience. Customer satisfaction is our priority, and we would like to help. To keep your information secure, please DM us your reservation # and we will respond with the next steps. Thank you.
When we got to our room the bed had candy wrappers and crumbs, waterslide was broken, hot tub was broken and no pool towels. Then they refused to give a full refund. Don't stay here!
Hi Garth,
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 booked a room for $74 but they added on $40 worth of fees after I submitted my credit info. It was not clear up front what the total was. When I called, they would not refund the room. Never again!
Hi Jan,
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
I am DISGUSTED that companies like this even exist! They are charging me way more than the actual hotel website is and let me know that they'd charge me the full amount to cancel. What kind of service is that? I am so upset at myself for getting caught in this scam. I will be contacting the business bureau. This company is foul.
Hi Kayla, 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.
Absolute scam. They lure you in with a website that looks like the genuine article from the hotel and offer reasonable rates. It's all designed so you think you are dealing directly with the hotel. It's when you get the confirmation email you realize you have been scammed. Second person occupancy charges and tax recovery charges make the actual charge almost double the room rate. Don't touch them with a barge pole they are scammers pure and simple.
Hi Terence, 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.
Got checked in an after an issue with a third party over booking issue so didn't get the room that we were supposed to get. Room looked ok at first. We noticed that the fridge wasn't working and had a towel in it and open. Crumbs on the floor on both sides of the bed, broken cracked lamps and the balcony windows were dirty on the inside, the bathroom shampoo dispenser was off the wall and laying on the floor in the bathroom when we walked in, found this weird globe looking thing in the cupboard, but what made our stay was getting into bed after coming back from swimming and a shower to find some other ladies boxers in our bed. Only way that could have happened is that our bed was not cleaned! It means they didn't change the sheets but made the bed and maybe brought in clean towels. Who knows at this point! I was going to overlook everything else but let you know in the morning that it didn't look like they cleaned very well. The women's boxers in my bed though was definitely the last straw. Glad that you at least compensated our room by 50% but what makes it still not worth it is that why my wife was waiting for me to get the car your front desk lady was complaining that we made a fuss over the room not being clean! Right in front of my wife! Talk about poor etiquette! Attached is a picture of the women's boxers found in my bed under the covers! Took a bunch of pictures of broken stuff because I didn't want to be blamed for them. We were on our honeymoon. Not exactly what you want to deal with. Had to give a star because it won't let you give zero!
Hi Allen,
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 pretends to be the hotel you want to book with and then charges exorbitant "service" fees for the booking. Even the web address is meant to mislead customers; they include the hotel name in the URL. They are greedy and know they are doing bad business but do not care who suffers because of it. I honestly do not know how they can legally remain in business. I will do everything I can to review this company and sue if necessary. "Guest Services" took our money in full and do not allow for cancellations. The final total was not displayed until after the payment was processed. In comparison, it would be at least $200 less to book through the regular Hilton website, as intended. This will not end here.
Hi Lisa, 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.
There is a $60 service charge. I am very frustrated I did not see this in the fine print. That's on me, but I want to warn others before they pay for a hotel through their services. Oh, and they do not refund you if you want to cancel.
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
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Lindsay, we’re sorry you had that experience. Customer satisfaction is our priority, and we would like to help. To keep your information secure, please DM us your reservation # and we will respond with the next steps. Thank you.