Guest ReservationsReviews 1,300

This company is a total fraud. Their idiot reservation bookers lied through their teeth to book me at the entirely wrong hotel and then when I asked about cancellation she also lied and said I could get full refund if I canceled on the 19th, a day before the reservation (which I was booking g three months in advance). When I got the confirmation FOR AN ENTIRELY WRONG LOCATION after ensuring several times what I was seeking to book - crater lake lodge- she had booked me in Klamath for a different motel. I called within 5 minutes to remedy this and they said I had to pay a $200 cancellation fee. These are scammers. Stay away

I thought I was booking through the hotel website because the link started with the name of the hotel (Capital Plaza in Montpelier VT) followed by guest reservations. Since this was actually a third party booking, I was not able to get a refund for my one night cancellation. Had I made the reservation through the hotel directly, I would have been able to get a refund. They just kept my money that never went to the hotel. Lesson learned

I had booked an hotel for 6 days (with possibility of cancellation). I have cancelled my booking after 15 minutes and in two days I received a fully refund on my account (I don't know if writing an email to *******@guestreservations.com helped me).
Reading other reviews here I was worried but really I can't complain, they have been honest with me.

I had canceled my booking 15min after I booked it. Guest reservations said no problem. They will send and email and get it cancelled. I called the hotel myself to make sure I can cancel. The hotel approved my cancellation. I had an invoice of $0.00, an email saying the hotel approves the cancellation but after many phone calls, emails and promises that the manager will call me back, guest reviews kept money and won't refund it. They paid nothing to the hotel.

Booked for one night at Hilton Doubletree Hotel in Swindon at what I thought (based on the guest reservations.com website) was £66. I found out I had been charged £104 - their website is VERY misleading- they hey charge a whopping £25 service fee PER NIGHT - zero customer service (web form doesn't work and no number to call) avoid at all costs.

Avoid Guest Reservations.

A room initially shown at around €130 ended up costing €221 after €36 in taxes and €54 in service fees. That alone should have been a warning sign.

I was physically present at a major international airport hotel, and the booking was cancelled at the front desk because I already had another reservation. I was told I would be refunded.

Guest Reservations then refused the refund, claiming I was a "no-show" and that the hotel had not approved any cancellation.
This was contradicted by the hotel itself, which confirmed they had never been contacted by Guest Reservations.

After five phone calls and multiple emails, I only received generic and contradictory replies. Guest Reservations claimed they had spoken with the hotel, yet could not provide any proof and asked me to identify hotel staff they supposedly contacted.

Only after persistent follow-up and escalation did they finally agree to issue a refund.

This experience shows a pattern of opaque pricing, contradictory statements, and very poor handling of customer disputes.

I strongly recommend booking directly with the hotel instead.

Front desk John was so kind and helpful. I needed a place to stay for a funeral. John helped make things easier and was so sweet. I will definitely recommend to stay here and I will definitely be back again. John even call to check up on me to see if I needed anything. Thank you John

Made a mistake and booked non-cancellable rooms for 6 months in adv. Tried calling with 24 hours. They Hung up on me.

I made a fully refundable reservations on 06 Mar 2026 with Guest Reservations (GR) for 4 nights stay at the Dorsett Hotel in Hong Kong with the reservation number #R*******206. GR immediately charged USD2845. 64 for the 4 nights. The deadline to cancel and get a full refund was by 13 Mar 2026. On 08 Mar 2026, we found another hotel in Hong Kong with a better location and cheaper so I sent the cancellation request to GR. Instead of cancelling the transaction because the stay never took place, GR refunded the USD to my credit card which resulted in an exchange rate loss of SGD270.62 which is worth 1 night stay in the hotel in Hong Kong.
I tried to email their Customer Care several times to seek help but there was no response. I tried to call them but their Customer Care Agent refused to understand and insisted the full amount was refunded. I tried to explain the difference between refunding and cancelling but she refused to listen and terminated my call when I requested to speak with someone who can make a decision or help me.
How can I or any potential guest still trust this company who doesn't care about customer feedback or try to help their customer resolve this? It doesn't cost GR anything to either refund or cancel the transaction but it cost me to lose about USD207 because of the exchange rate loss incurred! As a consumer, this is a lot of money.
I sincerely hope GR reads this review and look into my reasonable request.
Thank you.

Hotel Reservation

We stayed here for one night first off. The picture shows quite a few lounging chairs in the pool area not true. There were two chairs, both broken and not even usable. Secondly, we went right next-door to the restaurant to have breakfast while gone. My husband had clothes missing. Someone came into our room, obviously from the workers there and installed five pair of underwear five pair of socks, one pair of jeans, five winter shirts, and two pair of shorts from my husband. It was brought up to their attention, but nobody seemed to know anything about it and nothing was done about it and we were not reimbursed for the missing items. We will never ever stay there again and the staff was rude. Not to mention it was about $1000 worth of clothes.

Have had nothing but trouble with these people. Ignored all my attempts to get in touch. For a refund

I do not normally write reviews. However, be warned this company impersonates real hotels and charges extra amounts. The hotels know about their activities but are powerless to stop them fleecing unsuspecting individulas.

Please please read and believe anyone commenting on the inflated prices and surprise fees at the end of the process. I am disgusted with myself for landing on this website, which i assumed was the hotel website, as they mimic it. The prices then charged were higher than any other 3rd party you look at, and then after entering my card details i was suddenly charged an extra £300 in fees, that wouldn't have been applied by any other 3rd party. ON speaking to my credit card company about a charge back, i am not the only one they have caught, please please please avoid and go to any other company.

I can confirm that all the other horrible reviews on this hotel are legitimate. Upon checking in- the reception staff clearly did not want to be there- an absolute disregard for courtesy and professionalism.
The rooms were not as shown in the photos, they even tried to downgrade us! The damage and state of the rooms were disgusting- mouldy ceiling (from water damage), toilet that rocks and not secured, and mould throughout the shower!
I should have trusted the other reviews and stayed away! Do yourselves a favour and book a legitimate 5 star hotel and actually enjoy your holidays. Stay away from this place.

We stayed at the W Bellevue last night for our first time. For the price we paid, we were highly dissatisfied! We booked a king suite with a city view and prepaid in full up front when we made our reservation. When we showed up to check in the girl checking us in said I see you booked the accessible king suite and I said she was going to give us 2 free drink tickets. I stopped her and asked if that was the correct room because I didn't book the accessible king suite. She then said oh I guess we must have switched your room. I asked what the difference in rooms was. All she said was there was a shower curtain on the shower instead of a door. I was a bit upset because she did not tell me upfront that they switched me. She lied and said i see you booked the accessible room. So when I questioned her more she then said oh well I can give you these 2 free drink tickets and you can keep the accessible room or I won't give you drink tickets and I can move you back to your original room. At this point now I'm very upset because they were offering drink tickets to everyone checking in. So we ended up keeping the accessible room but when we got in there the shower was so small and it had a huge handicap seat in it that is attached to the wall. It did fold up but still took up room in the already small shower.
Then about midnight we get woke up to water literally bubbling up in our toilet and bath tub. I went down and told the front desk. They said they would check on it. It continued till about 4am in the morning. Needless to say we didn't get much sleep. We paid over $700.00 for this room for 1 night and I have to say, I don't plan on visiting again! Not worth the money at all! The only thing good about this stay was the location of the hotel.

This has been the worst hotel I've ever stayed in. The hot tub had bacteria in it from the pipes. Children under the age of ten were in the pool alone and were beyond rude and the front desk worker said there was nothing she could do. Unsafe outlets. Just beyond horrible. It doesn't even deserve 1 star.

Guest Rreservations will rob you of your money. They seem like the legitament website with when you are checking out but cannot ammend the booking. We had a medical emergency so could not stay and nothing was done even though the actual hotel said they would refund. We lost $650 for 1 nights accomadation with their questionable terms and conditions

Don't use! I googled the Australian holiday park I wanted to stay in, their website came up looking like the official booking site, I called the number and not once was told it was third party. They also gave me a price on the phone and never mention. It was in USD! Once I got the invoice I called back immediately. Once the conversion happened I paid nearly $400AUD a night for a room that I later found was only $270AUD through the actual hotel site! I called back immediately and was told that their refund policy was zero refunds and no exception. This is a scam and should be avoided if booking within Australia. I have lodged a complaint with Fair Trading and contact the Holiday Park to ask them to severe ties to this third party. It's disgusting the way they charge and don't disclose the USD price tag.

I booked an LA hotel through Guest Reservations and paid $800 upfront. When my travel plans changed and I needed to fly one month earlier, I contacted them simply to move the date, not cancel. Despite multiple back-and-forth conversations, they refused to help and kept repeating that my booking was non-refundable — even though I wasn't asking for a refund.
There was absolutely no flexibility, no real customer support, and no effort to help resolve a very reasonable request. The experience was frustrating and disappointing from start to finish.

I will never book with Guest Reservations again and strongly recommend others think twice before using this service. Awful experience!