This has gone from bad to worse. I cancelled my reservation on line and received an on-line confirmation that the reservation had been cancelled. However, it is two weeks later and the hotel has still not received confirmation of the cancellation. I tried to call Guest Reservations and if you do not say you want to make a new reservation then you get get put onto Customer Service. I spent 1.5 hours in the afternoon on hold and they never answered at which point I gave up. I called again and said I wanted to make a new reservation and was immediately put through (!) After explaining the situation I was transferred back to Customer Service and back on hold. I did this twice but the last step is always being transferred back to being on hold despite promises that someone would help. I tried asking to be put through to a supervisor and was told I would be, but guess where I was transferred to: Customer Service again !!!!And just to rub salt in the wound I recently received an email responding to my initial review asking me to call - guess what? Yes, Customer Service - aaaaaargh!This is a terrible company to deal with - I strongly advise if you are reading this PLEASE do not use this company - always book directly with the hotel or with a site you are familiar with such as expedia, booking.com etc. My advice from experience is to avoid Guest Reservations if you want to preserve your sanity and the contents of your wallet.
