Guest ReservationsReviews 1,301

My husband has been a patient at banner medical cancer center for over 3 months now and with dealing with his 5th round of chemo my sis& bro inlaw decided instead of us driving 2.5 hrs home to cottonwood they would book us a room. Not only were they not given the medical discount but their receptionist Taylor went above and beyond to be rude and " refused " a cancer patient a already paid reservation. Unbelievably rude and lacked customer service of any kind. Showed 0 compassion towards guests. Beyond adinmate to make sure no other guests are treated as poorly as we were! This hotel is less than a mile away from MD Andersons cancer center for God's sake! Cancer patients are already fighting to live! They shouldn't have to fight especially for a place they pre pay for to get some rest! Beyond disgusted with this location and the employees they decide to hire! BTW the " manager" stood right next to her and said nothing. Management needs to Lindsay some better help js.

This company is a scam. They give you the lower hotel rate and then over tax and over fee until you pay way more than the regular hotel price. They don't show all of the fees until you hit submit which at that time you find out the cost is 30 percent more than the regular fee at the hotel. They offered me 184 USD, but charged me 259 USD.

This third party website masquerades as the website of the actual hotel you are trying to book. They then charge you significantly MORE than the hotel would charge you for the same booking. However this is hidden until after you have checked out and then added as "tax recovery fees and surcharges" (192 AUD in my case). Unbelievable that they are allowed to continue to operate. My hotel has now instructed them to refund my booking, as the hotel agreed to cancel the booking and not charge me, however guest reservations has ignored the email from the hotel directly to them, and still have not provided a refund 2 months later! Very distressing, beware of this site.
UPDATE: Although I have contacted Guest Reservations multiple times, and they are well aware of the reservation to which I am referring, they have ignored a direct communication from the hotel I booked (Quest Apartments, Chatswood NSW) to provide me with a full refund, as the hotel itself never charged me. I am lodging a complaint with NSW fair trading, and encourage anyone experiencing the same deliberate dishonesty from Guest Reservations to do the same. In NSW you can do this by googling "NSW fair trading make a complaint" and it is a "buying products and services" complaint. All other Australian states have similar fair trading complaints systems.

Took an hour to check in, elevators broke 30-45 wait to get to room. Loud music in hallway and heard in room. Will never stay here again.

Booked a hotel room on 07-29-23. Booked through Guest Reservations website. This website hides the fees they charge below the "Complete Reservation" button. So, unless you happen to scroll to the bottom of the page, and carefully read the fine print, you'll accept their ridiculously one-sided terms and conditions, fees, and no refund policy.
Stay away! Warn your friends. Do not support businesses like IHG that partner with these thieves.

Like many others, I thought I was getting a great "last minute deal" by booking through guestreservations. It was not until AFTER I entered credit card info that a summary of charges was displayed.and it included $60 surcharge for a $116 room. I soon discovered only $13 was for taxes. The rest is the surcharge for using guest reservations. What a scam!

Beautiful clean rooms, super comfortable beds! Donna was excellent to deal with and so welcoming. Pizza on the deck was amazing

The rooms are super clean and spacious, the breakfast is above and beyond to meet every taste, and every staff member is as friendly as ever. This place is an absolute gem! The beds and pillows are the perfect feel. The view is beautiful despite not being on the beach. I gladly sacrifice the beach for the mountain top view of the bay, sunrise, and grand island. There is even optional outdoor seating to enjoy while you eat. You never feel like a bother to the staff. Love that!

I carefully avoided any booking agent and found (I thought) the Atrium Hotel website to make a reservation directly through the hotel for 3 nights at $106.15/per night, or for a total of $318.45 plus tax which was never shown while booking. Then I found they charged $174.72 for so-called "Tax Recovery Charges and Services" AND the reservation is "Nonrefundable" - shown only in the confirmation email only. What? I called the hotel but they said it was due to the "travel agent" I used and there's not much they can do. Then I called the phone number shown for the charge (shown in my charge card) website. The phone rang, was answered saying "Your waiting time is less than 2 minutes." After 10 minutes, no one answered! I tried again and and again in panic. No one was available. Then, I called my Master Charge company and they handled they somehow nulified the charge and they also said there was a duplicte charge for the same amount they red-flagged and denied the charge. I called Atrium Hotel DFW airport and got hold of three different people, 'front desk clerk' who said she could not even find my reservation, 'the finance manager' who promised to call me back but hasn't done yet after 5 days, and a 'computer specialist' who said "There is no way we can charge anyone on our side (DFW hotel) any more than what we are allowed" but could not figure out why I used a foreign website, which was untrue (I made reservation within US using my university computer!)! I cancelled the reservationa nd communicated with the hotel what I have done. The cancellation charge was indeed the total amount of $493.17. Hey folks, if FBI doesn't investigate this, is there a government agency which crack these guys and girls? I kept all logs and copies of my communication withe hotel. OK, you hotel folks, are you sure you are doing business in the USA?
PLEASE STAY AWAY FROM THIS HOTEL IN DFW!

Taxes and fees are not presented until AFTER the purchase has gotten through, and prices for taxes and fees displayed on Google are NOT the same as the ones you are charges. Major scam and shame on them for their non-existing customer services!

Room was dirty, we got 2 rooms one for the adults and one for the kids and they didn't let us put the rooms together, we tried to get a refund they said no, someone reserved some seats for the pool and the people said they can't do that so we sat down and she came arguing and we went to complain they didn't tell her nothing

Do not use this company. As soon as you enter your credit card information you see all sorts of fees that were previously hidden. But by then it's too late. I didn't confirm the reservation - I actually exited the window as soon as I saw the price jump - and they charged me anyway. Absolute fraud.

When I searched for the hotel I inadvertently landed on Guest Reservations instead of the Hotel site directly. They add approximately 70% to the hotel tax/fee for themselves. If you book on the hotel site directly you will get the same room rate and pay 70% less in taxes and fees.

I accidentally booked the wrong dates. I immediately called back and tried to correct the dates and was told it was non refundable and they could not help me. I will call the hotel directly and I'm sure they will make the change. I will never use this site again.

It is a scam. The price that was charged at the end was a lot higher than written on the website. But it wasnt listed/showed until the transaction was alredy done. When we tried to contact them, it was impossible to reach anyone.

I booked one night at the airport Hilton in Boston with Guest Reservations (by accident, by the way - I was trying to book directly with the hotel but GR popped up looking like the hotel!). Once booked, I realized they charged me approximately $130 MORE than I would have paid by going direct. I sucked it up. But then, I realized I had booked for the wrong night bc our flight was arriving at 12:47AM - so we arrived SUNDAY but needed the hotel for SATURDAY. I called to ask to have the night changed and was told it was not possible, that I would have to call the hotel directly. So I did, and the hotel told me they had a room and would be happy to make the change but that they did not have access to the reservation since it was booked via Guest Reservations, but that they would be happy to make the change if Guest Reservations would call them to authorize it. So I called GR back and explained...but they again said NO. Unbelievable, unacceptable, infuriating! To add insult to injury, they offered me a $35 coupon off a new reservation! I am 62 years old and have been traveling extensively for personal and business purposes for 40 years and have never before been so poorly treated by any supplier in the industry.

Attention Travelers!

UPDATE: Hampton by Hilton in Cartegna Colombia

We arrived yesterday after an extensive trip in Hampton by Hilton, Cartegna Colombia, excited to stay at Hampton by Hilton Cartegna. However, to our surprise, the hotel staff refused to check us in until we paid the tourist tax, despite it being against the National policy to exempt tourists from this tax!

Stay Informed: Don't fall into this trap! As tourists, we should be exempt from such charges. Let's make sure we're aware of our rights and stand up for fair treatment.

Explore other hotels that abide by the rules and respect tourists. Together, we can ensure a better travel experience for everyone! #TravelSmart #TouristTax #BeInformed