Guest ReservationsReviews 1,300

Misleading prices advertised on this site and excessive hidden charges added once you have already provided card details. Booked an airport hotel advertised as £104, then when the confirmation came through it confirmed that £158 had been taken from my account. Site also appears to 'pretend' you are booking directly on the hotel's website. Called 'Guest Reservations' immediately to query the additional 55% charge, which was put down to 'taxes and charges'. Requested a refund as pricing was not transparent on the site and ask for a refund and they refused.

I made reservations over the phone around 2am 2/15/20. I specifically informed of my need of a room at that current time. After multiple searches, due to no availability, Valentines day, i was told there were 2 rooms left at hotel found. I proceeded with reservation with complete understanding of my accommodation, verified with agent. It was understood. When i arrived to hotel, there was no reservation for current check in. Check in would be 3pm 2/15/20, and there were no rooms available at all. When I explained matter, according to their calendar/time. 2am was still 2/14/20. I called customer service and explained, requesting a refund due to mistake on their behalf and miscommunication. There was NO any understanding, denied mistake, on their behalf, their agents are well qualified, trained, and last NO refund when no cancellation policy was even explained. I am completely angered because there is nothing i can do, nor any compensation of a refund due to misinformation given. I now have paid $143.97 for a room never stayed in or checked into. I will never make reservations through an outside agent again and DO NOT recommend this money thieving company who has NO Customer satisfaction skills!

Watch out for the $150 service charge! This is not made clear when booking. Honestly I don't know how these people sleep at night. They also display the currency in tiny font in the top right corner of the page, so you might think it is showing local currency for the hotel (and the price quoted looks right for that currency) when actually its your home currency, which is how I ended up paying twice what it would have cost to book directly with the hotel. They cancelled my booking but then refused to refund me and I had to book again (and pay again) directly with the hotel. I can't believe I was scammed so badly, I'm normally pretty careful. Avoid this company!

Hello,

I find the additional £32.27 you have charged to my credit card to be the height of sharp practice. At the time of booking, the price clearly quoted was £57. I even called the Holiday Inn Express in Stansted to see if they could match the price. They could not, as their price was £63. I then booked the hotel on a clear understanding that you were charging me £57. I would like you to refund to my credit card the additional £32.27 that was not evident online at the time of booking.

Please expedite my refund request forthwith. If I do not hear from you within 72 hours, I will take further steps to ensure the return of the money you have unlawfully deducted from my credit card.

I attach a picture of your duplicitous advertising, showing the £57 Rate

Thank you

Wendy Lewis

Sent from my Samsung Galaxy smartphone.

-------- Original message --------

From: *******@hotelvalues.com

Date: 28/01/2020 15:40 (GMT+00:00)

To: *******@hotmail.com

Subject: Guest Reservations - Reservation Confirmation #R*******306