Guest ReservationsReviews 1,300

Update-they did come back and offer a goodwill concession which i didn't think would happen. I'm still out the balance $500 because the trip was cancelled.

This company poses as the hotel website and if you don't watch the fine print on cancellation you're out your money. Had to book quick with a work trip and didn't catch any of it and then the trip was cancelled and couldn't cancel without eating that money. In addition to the price which was jacked up they put 10% fees on top of it. Shame on me for not catching it, shame on them for the deceiving tactics. I've called, emailed, facebook messengered and have had zero resolution. They act like they'll reach out to you, but then never follow-through.

towneplacesuites.guestreservations.com
https://towneplacesuites.guestreservations.com/

They used a website name such as hotel name.guestreservations.com so you think you're dealing directly with the hotel. They then generate a page that looks just like what you'd expect when dealing with the hotel. They show a good price in large bold font, but add outrageous fees taxes in the fine print sub text. I wasn't even directed to a credit card payment approval page. Somehow it just charged me the outrageous fee. The first I knew about this was via the confirmation email. They made the booking as non refundable. Again probably in the fine print. These people are scammers. Beware of where you are logging on to. I don't generally get conned, but this outfit is slick and they are simply theives of the worst kind.

If you experience problems, file a complaint with your credit card company. EU consumer protection and econsumer.gov in America.

This is a PSA and cautionary tale to others to be aware when searching hotels online as this company is very good at misrepresenting itself as an official hotel site and they are horrible to deal with if needing assistance. My particular situation involved needing a room for my daughter and her pet Husky in Nashville due to the ice storm and no electricity. I knew that the Aloft in downtown Nashville was a pet friendly establishment thus was attempting to make a reservation but mistakenly reserved a room at the Aloft airport location and immediately realized the mistake and that it was not in fact pet friendly. I tried calling several times only to be on hold for 15-20 minutes and then disconnected and when finally reaching an individual was told "we understand, we all make mistakes and we know that you just made the reservation a few minutes ago but you are committed to paying for all three nights ". I mean, WOW! Not just one night, no offer of help to switch to another hotel or a voucher for a future visit. Just sorry for your bad luck. Terrible, horrible business. So do yourself a service and learn from my mistake.

I called to book multiple reservations for a conference. I asked for a specific conference rate, but they gave me a prepaid rate without telling me. When my card started declining I realized what they were doing & asked them to cancel. One of them turned out to be a non-refundable prepaid rate that I wasn't informed or and did not approve. They refused to cancel & refund it. This was all on the same phone call. So before even finishing the group of reservations & hanging up, I was locked in.

Total scam. Plus I don't know how they have so many positive google reviews. They're not even on google maps.

I searched in the google, and thought they are the official website of the hotel I planed to reserve, Then Booked it and paid in their website. Their price is the same as that I saw in other website. Later, I realized they cheated me. They charged me $102 for the service fee. And their charge is non-refundable. It is a total spam website. Totally Not Reliable. When I called your phone number,, never have anybody

The website seemed easy to use and the reservation process straightforward, but the hidden fees made the booking hundreds of dollars more than the listed price.

Very disingenuous. Stick with Trivago or Booking.com

Advertise as $67 with breakfast etc, get there and the cheaper ones are dumpy and you CANT have breakfast. You get put downhill like a peasant. What a misleading advertisement. This room has stained ceiling tiles, broken ceiling tiles and the entire tub is peeling off paint. No comforters, it has sheets and a thin wool blanket, 3 pillows on a king bed.

The website says everything that you want to see. I paid extra to get free cancelations, until I got my confirmation email statement. I call in withing 10 minutes to cancel and I was told that they do not offer that. I had to send them in a screen shot of their own website to prove what I had picked. They still said that it is part of their cancelation policy. I basically got told that I was never going to see my money back. I am extremely passed and want this c9mpany to fail so badly now.

I wanted to make a reservation at a motel and I don't know 🤷‍ how i landed on this site, but I learned right QUICK that this a bunch of LOW LIFERS out to RIP folks OFF. The cost of the rooms was $110. Per night The total for 2 nights was $343. There was a $35. Service charge and a &78. Recovery charge. I cancelled the reservation and went to the motel directly and saved $116. I am glad I caught this in time. Just watch it there are CROOKS OUT THERE!

The room lacks everything to be desired. The bed is a 12 out of 10 for firmness. I've slept in sleeping bags on the floor that were more comfortable. The walls paper thin- forget sleeping. I can hear my neighbors in the next room breathing. If that isn't enough- you'll really be impressed by the continual high pitched motor noise from the laundry room near all the guest rooms. To top that off- there was a constant fire alarm beep that was never attended to. Our coffee finally got refreshed on day 6. No joke. Wash clothes apparently run on a shortage. Some days our room got replenished, other days, nope. Forget getting complimentary water. We gave up and resorted to buying jugs at a grocery store. It's a mile walk to the beach and food. The bathroom is twice the size of what you experience on an airplane. My husband is over 6' tall and the shower head was another foot higher than him. In order to get water to your body, the stream power needed to be on a drip.The only reason we stayed here is because of needing to use up RCI vacation stays. (Friendly tip —-run the other way when vacation club deals approach you - we fell prey a couple years ago in Cozumel and they all are *******% bait and switch.)
Can't wait to go home. :/

Avoid this site like the plague, Supposedly 'We aggregate the best possible deals for our users by connecting with over 100,000 hotels worldwide'. Was charged £170 for a hotel I could book for £144.50 locally & then another £38.96 for a service charge. A 44% overcharge for using this site, no wonder the last 'good' reviews were over 3 years ago. Even the site reviews are misleading. I took it for face value to my cost as I was in a hurry. Dishonest in the extreme. Booked for hotel on 28th November 2025 for 20th December 2025.

As a Platinum Elite Bonvoy member, I made a reservation, have a confirmation, and upon arrival was told the desk clerk tried to contact me (to which I have no record of any emails or missed calls) to let me know they are out of rooms with 2 beds. I was not offered equivalent rooms with 1 bed, nor was I offered compensation which is part of the Bonvoy guaranty, all I was offered was to go across the road, and up the street and stay at the Days Inn. Days in was very disappointing, but it was a bed for the night. So in the end, I received nothing for my loyalty from this hotel other than a finger pointing up the street and lies that they tried to get hold of me. Very disappointed that they carry the Marriott name.

I had an extremely negative experience with Guest Reservations.

I booked a hotel on December 7,2025 for travel in mid-February 2026 and cancelled the booking the very next day (within 24 hours). The trip was more than two months away, no stay occurred, and no service was ever used. Despite this, the full amount of CAD $2,267 was kept.

What makes this worse:

- The room is now cancelled with no refund
- The reservation cannot be reinstated
- Customer support has been largely unresponsive
- The booking experience strongly suggested I was dealing directly with the hotel, not a third-party reseller

Keeping thousands of dollars for a reservation cancelled within 24 hours and months before travel is unreasonable and feels deeply exploitative. This business model appears to rely on confusing presentation and extremely rigid policies that offer no flexibility or goodwill, even in obvious good-faith situations.

I strongly recommend avoiding this platform and booking directly with hotels instead.

They charged my card $800 for a booking, I accidentally booked it in US dollars so I called them to rebook in Canadian as it was much better rate, or cancel and rebook. They advised me as a one time courtesy, they would cancel it. They put me on hold and cancelled the booking but denied the refund. I then requested my room back and they refused to do so. I'm not sure how this is legal. I'm not disputing the charge with my credit card.

Update: I noticed guest reservations, replied to this review ad advising me to email guest reservations. I decided to update my review because I have already emailed guest reservations with no reply. I am not sure if this response is to make people think they want to help, but I have not seen a reply as of yet to assist with this issue.

"We don't have you in our system" when I just walked downstairs from my room which caused us a one and a half hour delay to the stopped up sinks, bathroom door off the hinge, no air conditioner, to the rude receptionist at check in. The manager Leah/daytime is a problem solver and is great. Your wait time for any refund is long and I still haven't received it. Look at the answers from them on these reviews, please contact customer support……that's how helpful they are and they pass it off to the next person with no resolution.

I booked this hotel for 3 nights and I regret it as I had a really bad experience with them. The first thing that went wrong was the net on the bed, it was torn we asked them to change it but they refused after telling them multiple times they changed it and they didn't even clean the bed after changing it as there was a lot of dirt that fell on the bed while changing it. Second thing was that the flush wasn't working properly, third was that the jet spray was leaking. Fourth was that there was no body wash in the bathroom. Fifth the bathroom's door's lock was broken and hence the bathroom door didn't close. Found hair on the towels as well. Overall cleanliness is really poor. We booked a villa thinking we will spend some time outside the villa in the seating area but the chairs were so dirty that one just can't sit on it. So many insects and mosquitoes in the room, haven't slept at all during the night. I spent so much and paid even more for the villa room and got such a bad service and they didn't even upgrade us or change our room. When we asked them to change our room they said sorry all rooms are the same as the hotel is 25 years old. They offered us a small room which was a downgrade for us, why would we settle for a small room when we paid for the villa. Unfortunately we had to stay for three nights there. The breakfast here is not good as well. Usually you expect a spread of varieties/buffet. Here you can just order one mains, juice and tea/coffee. One person can only get 2 slices of bread which is ridiculous. They don't give anything extra or repeat if asked for. Lizards are everywhere, it becomes difficult for one to move around in the resort.

This site accidentally came up when I was trying to book a hotel. They charge $100 service fee for nothing. I could've just walked inside the hotel and made the reservation. Had I known I was on a different website I would never ever use this. They are a scam. Beware!

If you're handicapped and try booking a room with this hotel, they will give you the most inhospitable ADA accommodation and experience that you could possibly ever experience! Ask for a walk/roll in shower and they will give you a tub/shower with a flimsy vertical grab bar that is not accessible from the tub. The bench seating was just nasty, dirty and half the faux leather was missing. The carpet was filthy and smelly. Difficult to find most room amenities and room is definitely NOT wheelchair accessible. Almost fell out of the bathtub and hitting the floor. Injured my ankle. Had no choice but had to shower, due to surgery later that morning. Definitely not Service Dog friendly! Heaven forbid your service dog slightly misses the potty pad, they will charge you $700 for cleaning an already filthy room.
Thankfully we travel with our own clean sheets.
Breakfast is a joke! Reheated frozen food. Tasteless and grainy. No variety.
Check in, the desk guy was completely rude and standoffish! It seems debit cards aren't good enough. Never will I ever step foot in one of these hotels again!

Guest Reservations, who uses look-alike websites for hotels, would not work with us to change our date of arrival at our hotel. Two days prior to our original arrival date, a severe winter storm warning was issued for our destination. We decided to delay the trip a week to see our daughter, son-in-law, and three grandkids.
We called guest reservations on the second day prior to our planned arrival. The reservations individual essentially could not meet our request promising to call back the next day. By mid-morning we called again. To make a long story short, they said they could not change our reservation but could make a new one - more money! After pressing them, they agreed to refund our money saying it would appear on our card in 5-7 days. It did not.
I returned the call, now nearly three weeks later, and was given a "customer service" number. As I sit here typing this, my phone has been on hold for over 2 hours (doggedly persistent, I know). I do not expect to get any human to answer.
The long and short of it is this business lied to us, later sent a "coupon" which I understand from research is usually no good. My advice, be absolutely sure the website you are on is the one you intended and is legit. This one has been neither for us.