Guest Reservations

I searched directly for a Hilton Hotel, and this site popped up as if it was the booking portal. After seeing the change and fee amounts and vagueness in the description of the fees, I called the hotel the next day. They informed me that they could not see the specific details because it was hidden from their interface, and I would have to contact Guest Reservations TM.

So at this point, it all still seemed legitimate, as if it were a normal booking service. While talking with Hilton, I reserved a room directly with them in case a similar room was not available after any adjustments with Guest Reservations TM.

I spoke with Guest Reservations, and the woman said I could cancel and receive a full refund, so I did. I also received an email confirmation.

A little while later, I realized that breakfast was not included with my direct reservation with Hilton, and they could not modify it. So, since Guest Reservations TM still seemed legitimate, I tried booking through them again. Then, immediately after the booking, I received a policy description that differed from my first booking and from what the woman said earlier on the phone. I then started to look into the company and saw many scam-related postings. After canceling through their email message, like the woman said I could do, they then said the money would not be refunded even though it was still within the same window as the prior booking. She claimed that they were being charged by the Hotel itself.

I spoke with Hilton directly, and they saw the two cancellations from Guest Reservations, but they also said that their hotel still did not charge anyone. They had collected no fees from me or Guest Reservations.

Guest Reservations said they would look into reversing the cancellation if a similar room was still available, but it would be at least 24 hours before I would know.

Below, there is a variance in their policies during a 16-hour period between the two reservations. The 11:59 PM was initially consistent with both Hilton and Guest Reservations. Then, on the phone, they claim these are clearly different. To me, the first and second seem to state that you can't cancel the day before your stay and get a full refund. I canceled a full 48 hours before any check-in time.

Here are their varied policies:

Cancellation Policy:

Each room in this reservation is subject to the following cancellation policy: Cancellations before 06/29/2024, 11:59 PM (America/Los Angeles) are fully refundable. Bookings canceled after 06/29/2024, 11:59 PM (America/Los Angeles) are subject to a fee of 314.58 USD. There is no refund for no-shows, early checkouts, or cancellations after 07/01/2024, 10:00 AM (America/Los Angeles).

Cancellation Policy:

Each room in this reservation is subject to the following cancellation policy: This booking is subject to a 314.58 USD change or cancellation fee. There is no refund for no-shows, early checkouts, or cancellations after 07/01/2024, 10:00 AM (America/Los Angeles).

The charge I see for these reservations appears to be from Hilton, but Hilton said they did not process a charge.

No stars if possible. I submitted my request on what looked like and I assumed was a hotel website, it gave me the price $409, book now.

I pressed book now and on checking my bank statement was charged $817. I immediately cancelled the booking, only to be told, when I finally got in touch with them 24 hours later, that it was non refundable and I should have read the further taxes and fees which are in a drop down box on page 2. So I have no booking and down $817. Absolutely disgusting that this site is legal and operating.

Why would the hotel want to be associated with this??

They wont answer their phone either. Absolutely devastated that i was hoodwinked, I usually use booking.com, never had a problem but thought I would try booking direct through the hotel and this is what this site looks like.

I booked a hotel (TownePlace Suited by Marriot Orlando at Flamingo Crossings) at 6:45pm on Jan 7th. When I realized it was through a 3rd party and not directly through Marriot (where I am a member), I canceled the reservation (received confirmation of cancellation at 6:55).

It was then I realized it was non-refundable, so I immediately called guest reservations to try to resolve the issue. I was told by the agent that even though it was canceled, it was still early in the process that they could reach out to the hotel and keep it active so I could still go and not lose my money. Instead of calling the hotel the agent only sent an email. I asked to speak with a supervisor and was given this case number and told someone would reach out to me shortly.

When I called the next day, nothing had been resolved and I was told there was nothing to be done since I canceled and the hotel already charged. I decided to call Marriot directly. They told me that they could have re-instated the reservation if they were informed, but the payment was never processed so there was no way Marriot could re-activate my reservation, it had to be through guest reservations.

Ive been emailing back and forth trying to get this resolved and Ive still not received a call from management though Ive been promised twice now I would.

I will be writing a poor review. I understand the no-refund policy, and I understand the original mistake was on my end, but the fact that this company is not willing to help a customer solve a very easy problem (simply by re-activating my reservation, or issuing a new reservation and using the credit received from my cancelled one) shows that customer service is not in your best interest.

I am very angry about the misleading information regarding Guest Reservations on the webpage for the Quest hotel in Dubbo, Australia. Despite receiving no response, the prices quoted are in Australian dollars, according to the AUD info at the top right-hand side of the page.

However, when the customer's payment is taken, it is greatly inflated, as the prices are obviously in US dollars. Why would I even consider that the prices on the website are in US dollars when I am in Australia booking an Australian hotel? I tried to call customer service but did not have an option to speak to anyone. I attempted to cancel the booking due to the misleading payment information, but the online cancellation service stated I would still be charged.

Furthermore, I discussed this issue with Agoda and Quest, who could not assist.

There was also an additional tax of 50% of the room price, which was not disclosed in the quoted price. I used email as my only avenue to discuss this issue, but nobody has contacted me, even two weeks later.

Thought was booking directly on hotel website. When guest reservations came up I thought it was just some payment portal at the hotel.

They slapped on a load of ludicrous extra costs just as I pressed Pay - can't explain why I didn't see them until just too late. Tried to cancel but couldn't because they never sent me a reservation or transaction number. Couldn't cancel with hotel because guestreservations had made booking via booking.com in my name but with their email address and phone number (it turns out), sending me neither confirmation number nor PIN. Couldn't cancel with hotel because booking via booking.com.

Couldn't cancel with booking.com because no PIN and not my email address. Couldn't cancel with guest reservations because no reservation number.

To be fair to booking.com they tried their very best to help and at least finally got me a number at guest reservations so I could actually talk to someone.

Theoretically now cancelled both with them and with booking.com although no proof of any of this as they refuse to send me confirmation email so suspect story not yet over. Pending transaction still sitting on my bank account.

Total scam artists and bunch of unethical shysters.

I went to make a reservation and was quoted $2500 and change but when I went to enter my card info the site said my card would be charged $3100 and change! First, I thought I was making a reservation, I never prepay hotels, second I was charged a diffrrent amount.

When I called them and explained they said they would cancel it but there was a $1100/per room penalty. I had booked 2 rooms! This was not stated in the terms and conditions but my credit card company would not move forward because their representatives said I had agreed to the terms. Does it sound like I agreed to any terms?

The business is being believed over n and I have no further recourse. I have to pay this money for nothing! This is fraud, deceptive, I could go on. DO NOT USE THIS SITE.

Terrible.

Under complete reservation in small print is the amount ($1000) in fees added that is nowhere to be seen prior and tiny print that your card is to be charged and is nonrefundable! Seriously have never encountered anything this shady.

I thought I was booking directly through the hotel website, Sails In The Desert, in Uluru, Australia. However, I was directed to Guest Reservations. Only after making the booking did I realize the following:

1) They say you can cancel the booking, but the cancellation fee is the rate of the entire booking cost! Which means if you cancel, they take all your money.

2) Had I booked via the hotel for the exact same dates and room, I would have saved over $1000 AUD! This is because Guest Reservations has hidden fees.

They are crooks, scam artists. Their Instagram is full of complaints, as is their page on the Better Business Bureau.

Jan 2024 I thought I was on the Hilton site but was fooled and was actually booked on Guest Reservations site. I would have never booked if I knew I was on an unknown third party site.

I had a bad feeling. 1 week before my trip I called Hilton to make sure they had my reservation. They only had one room when I had booked two. I was on the phone with Guest Reservations or GetARoom.com for 2 hours on three separate days trying to get it resolved.

Finally it was fixed but if I had just shown up trusting I was actually booked for what I paid for I would have been F*CKD! Do not use them knowingly and if you did get fooled like I did make sure you check with the hotel that you are actually booked before you arrive.

I had called a hotel and asked what their change/cancel policy was. They said as long as I booked through their website, I could change the dates at no charge, but could not cancel.

I googled their website and found the link for 'hotelname.guestreservations.com' (not listing the actual name). I thought this was their website, so when I saw the change fee of $880, I thought I knew the full story straight from the hotel. So when I went to change my dates a few days later, the hotel said, 'No problem, have them give us a call; there is no charge'. But guestreservations.com insisted that I had to pay the $880 fee to change since I agreed to it.

There is no reason they need to charge me $880 other than that I fell for their scam.

It would cost them nothing to do on their side. Also, fees were $300 more than through the hotel or booking.com.

I have booked a hotel, and they changed the price at the very end, adding $100. So before I finished the payment and entered my PIN code, they had already taken my money.

I spoke to the hotel and they told me that if I cancel, the agent won't refund me. However, the hotel was amazing enough to offer me a free room, as long as they receive a confirmed email from the agent stating that I cancelled with them. I tried to call several times but only got a robot. I also tried to email multiple times to ask them to send an email to the hotel with my cancellation, but received no response.

As a result, I got charged twice.

I would definitely advise others to avoid this, as there's no help from their side. I hope people will read this before making a purchase.