Guest ReservationsReviews 1,301

Booked a room with them. They tell me after I booked that my cancellation is on a date from before the date that I booked. My airlines canceled my flight and I have to rebook my room to a different date and they will not do it or refund my money. I just wanted a different date. No money back. Then they say I have to cancel my reservation and then they will determine if I get a refund. Once I canceled, they tell me I won't get my money back. Total scam and bad customer service. Now I'm out $380

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!

This is a third party booking site that pays google to put its results at the top of hotel searches and then, through subdomain web addresses and web design, impersonates the hotel website so you think you're using the actual hotel site and system. They then charge you exorbitant fees to book through them. For one room, they tried charging $72 in "tax recovery charges and service fees" when the hotel itself, through their system, charged only $25 in taxes, and that was on top of a cheaper room rate. And if you have any issues with your room or reservation, they won't help you and the hotel can't help you since you booked third party. AVOID.

They pretend to be the hotel. Then charge you extra fees. Can never get a hold of them. Emails bounce back. DO NOT USE.

This company spoofs hotel websites. I needed to change a hotel reservation four days out and they would not permit me to do so. I could cancel and then lose my money. I could not change the reservation. I called the hotel directly, and the hotel was fine with me changing it, but they couldn't do it because it's a third party website (that apparently uses even further third parties to make the reservations). I have so far spoken with three people who have given me three different answers, the policy on the website says one thing, and the email confirmation says something else. They're claiming they cannot change the reservation.

I am furious. This company is predatory. This company steals money from individuals. This company is a scam.

This is a third party and they do NOT have a refund or cancellation policy. I booked 1 night and meant to book more nights they had to cancel and rebook, but DID NOT REFUND ME. DO NOT GO DIRECTLY THROUGH THEM just in case you need to change reservations. I booked in January for June and the next day tried to change and they wouldn't let me. I was out of the money.

This tells the story about this website! Bad!

It is clear they have changed. Not a place to do business.

They hide booking fees and surcharges. They try to imitate the official websites of hotels. They added about 35% of fees on a hotel room booking of approx 280 USD so I had to pay 400 USD for one night. And in addition their customer service is arrogant.

If you Google Hampton Inn they show up as Hampton Inn reservations looks totally legit click on a room for $125 go through their booking process nothing on that really shows their fees. After you book I was charged $193 for my room and $103 for guest service fees. For a total of $296. $296 for room advertised for $125 and also said I could change room reservation which I didn't need to but the confirmation said it was non-refundable so I don't know where that changed but it seems to be a problem with everybody if you try to contact them you will get the same canned letter that you see everybody else getting on the better business bureau website. They do nothing to try to fix any of it and shame on Google that they can't find an algorithm that weeds out websites with so many complaints this website was the first one that popped up looking like Hampton Inn reservation site

I accidentally booked the wrong date for holiday inn overnight stay for soccer tournament, called immediately to modify date. Not able to modify to get the correct date (one week later) due to "system limitation." I was charged one full nights stay ($250) to cancel the reservation. I spent 45 minutes on the phone and got NO help! Horrible!

Went to the Hilton site to book a room for 3 nights in June, it took me to a Guest Reservations website. Promised the best rate... When going to check out, I noticed the taxes and fees were $494.00 for a 3 night hotel stay! Clicked on the info tag and this popped up:
"Tax recovery charges and service fees" includes all applicable taxes, including any hotel taxes, and an additional service fee for servicing your reservation. By charging a service fee, we are able to offer 24/7 customer support and operate as an independent travel network."
Went to Expedia, got the same room for $1.00 more per night, but the Taxes and Service fees were only $180.75. So Guest Reservations wanted $313.25 more to "manage" my 3 day hotel booking.

"Refund Policy: Risk-free booking!" - A LIE!

We booked and canceled 6 minutes after, and did not get a refund. After calling customer service, they stated that they cannot give us a refund because in the fine print, even though it stated that the refund policy is risk-free and fully refundable, in another section of the fine print it ALSO stated that it is NONrefundable. We asked for at least a credit to stay on another day, and they also said no to that. Horrible scam company, wouldn't wish anyone to have our experience. Goodbye $420 for nothing.

YES! DEFINITELY A SCAM. I ENDED UP ON THIS SITE THE EXACT SAME WAY. THOUGHT I WAS ON THE ACTUAL HOTEL WEBSITE AND THEN THIS THIRD PARTY SITE POPS UP AND THE DATES WERE OFF ONCE I FINALIZED THE BOOKING. I IMMEDIATELY CALLED TO MAKE THE CHANGE AND FOUND OUT THAT I COULD NOT CHANGE, CORRECT OR CANCEL THE BOOKING AND THE IMMEDIATELY CHARGED MY CREDIT CARD FOR THE BOOKING. JUST LIKE THAT IN A MATTER OF 10 MINIUTES I LOST $254. AND I COULD HAVE KEPT THE BOOKING I JUST WANTED TO CHANGE THE DATE AND ADD MORE DAYS.

We paid $119 in 'taxes and service fees' for $191 spent on room cost. You do the math. These people are criminals and I hope they go out of business asap and do prison time as well where they can get taxed really good.

I thought I was booking through a hotel website and somehow ended up booking through this website- it doesn't make sense! When they tried to charge me an extra £193 I did not complete booking- I never entered the OTP code from the bank yet they still charged me and the hotel never had any record of the booking at the time. Completely disgusted, I can't even get through to talk to anyone from this supposed company. Absolutely disgusted! BE CAREFUL WHEN BOOKING AND DO NOT USE THIS WEBSITE.

How do I report this website because it shouldn't even be allowed to operate the way it does. How can it take you out of the hotel website and send you to their page?

I was in a rush to make two hotel bookings for other people. Accidentally one of the bookings was made for the wrong weekend. I thought I had navigated to the actual hotels website, but it was deceptively run by guest reservations. I called the number on the site immediately after booking and it was not in service. I tried reaching them via Facebook, messaging does not work. After more online digging I did find a number that worked. Despite calling within 5 minutes of making the mistake, they refused to change or cancel the booking. I selected cancel booking in the email but it still said no refund. I contacted the hotel and they said they will not receive any money because it was booked. Absolutely disgusting customer service policies designed strictly to benefit and trick customers out of their money. There is also exorbitant fees added to the rate shown. Stay away!

They charged me for a night stay I never even hit confirm for. I don't have a confirmation email or anything for the night they are charging me for but they booked the reservation and will not give the money back. The site popped up while I was on the actual resort booking. It took over my reservation window without me even realizing I was now on a third party site. I feel cheated and disgusted. I would NEVER use this site.

Through booking and then trying to change my reservation. Put in hold for long periods even though the automated found my reservation the actual person had to put me in hold again to " look up my reservation" and then was told that because I prepaid it was non refundable when I made the reservation they said they only needed my credit card to hold the reservation not that I would be pre paying and that it was non refundable! I'm very upset! I will never book another hotel through this site!