Review Time
I booked a hotel using Guest Reservations thinking I was booking directly with the hotel. I booked two reservations and realized right after I booked they were for the wrong date. I cancelled one thinking I could just rebook but I was charged for it! I have called the hotel who stated they could not do anything I had to contact Guest Reservations. I have sent two emails with the confirmation numbers and booking reference numbers but have not heard back!
The 3rd party service, GuestReservations.com I am told by an IHG hotel is owned by priceline.com. This said, Priceline.com customer service has no record of reservations made on this site. The site's predatory practices should have you blocking guest reservations.com along with priceline.com sites because as the following example will show, they are clearly a sleazy and predatory organization. Now let me explain why. After using them twice, I made a 3rd reservation in 3 weeks on guestreservations.com that needed adjusting. The hotel told me that they were locked out of the reservation and that any changes had to be done by the third party. I waited for over 1.5 hours on hold with guestreservations.com, listening to the most annoying music loop followed by a repeating message telling me that my call would be answered in the order that it was received. I finally hung up, understanding that they were never going to answer the call. The hotel advised that since they were locked out they had no choice but to recreate the reservation and that I would need to get hold of guestreservations.com at some point soon to cancel the incorrect upcoming reservation flat. They advise that upon receiving my request that the 3rd party should contact the hotel to verify and then should process the cancellation flat. I finally got a hold of the website's customer disservice dept the following day, speaking to somebody clearly located in India. She advised that their policies allowed no option other than to process a cancellation retaining roughly 80% of what was paid. She was immovable on this subject, continuously repeating the position. I then explained what my policy would be... To never use their service again and to educate others in advance to avoid being taken advantage of in a similar fashion. She didn't care. I told her to feel free to diary my information and check back in one month, 6 months and a year to confirm what their lack of customer service has cost them. Ironically, I found their pricing is also higher than what I have been offered by the hotel the last few times that I have compared rates for curiosity's sake. Anyone that chooses to still use them, has been warned and does so at their own peril. I hope this helps save others from being taken advantage of in a similar way. Best of luck!
Booked a hotel in dubai for 3 nights in May 2025 via guestreservations and tried to cancel within an hour after realising the fee they charged was overpriced. If I cancel, I am going to be charged ?131. This is unfair practice because it is not a last minute cancellation and also I shouldn’t be charged such exorbitant fees. I would like to cancel this booking and get a full refund asap if possible please. Only that would make me happy. UPDATE MARCH 5The team actually matched the price of another website and refunded me the excess which was very nice of them. I now update my review to 4 stars.
????? Very Disappointing and Misleading ExperienceI recently used what I thought was a hotel’s official booking site, but I ended up on Guest Reservations without realising it. The website did not clearly disclose the total price or that the currency was in USD until after the payment was processed. As a result, I was charged over AUD 300 more than expected.The confirmation email claimed they would match cheaper prices, so I contacted them within 5 minutes of booking—but they refused to honour it. To make matters worse, the customer service was unhelpful and rude, and I was only able to speak to someone after pretending to make a new booking.This company uses deceptive practices and offers poor customer service. I feel completely taken advantage of and would strongly recommend to AVOID GUEST RESERVATIONS. I would not trust this service EVER again.
It was not clear that I was making a reservation on an agent's site and I was shocked that an exorbitant fee was added (189 €) to the room rate in Inntel Hotels Amsterdam Zaandam. The amount was immediately taken from my account, I didn't have any chance to "step back" after recognizing this fee. Then I haven't received any confirmation e-mail with booking number, anyhow my stay was registered at the hotel, so everything went well on site. As it was a business trip, I requested an invoice. The reception told me that I should ask for it at Guest Reservation. Your customer service directed me to the website, but without itinerary number (reservation number) that I have never got, I was not able to request the receipt. I feel very disappointed, cheated and this kind of unclear and unhonest communication is not acceptable at all.
In a 143€ reservation I paid 66€ for nothing. Couldn’t see the fee amount clear in the resumen, cause it is almost hidden or very small. I saw it on the card that I’ve paid 66€ more than I expected. I completely regret it. It’s awful and crazy.
Pre-paid a three night stay in Warsaw and ended up paying also when checking out. Site is a scam. I thought I booked via hotel website but they are very good at scamming people. DO NOT USE this website.UPDATE: This does not concern the fees charged. I had to pay twice, despite all the (unreasonably) high fees. Even that you did not deliver on.That said, the additional fees are wildly exaggerated, and it seems you do not even get an answer by email for the fee of 24/7 support. The webpage is a scam - avoid at all costs. I would never have booked via this website if I knew it was a booking website and NOT directly connected to the hotel.Nothing about this website is transparent. On the contrary, the live off of being completely intransparent.
The web page mimicked the hotel site and I was faced with additional costs. The phone number to make a cancellation is totally ineffective and designed to thwart the caller. I very much appreciated the reviews on this site and thank the writer who suggested using the site to make a new booking. I have been promised that the full cost in will be provided.
What is this service?I was looking for a hotel in Tallin and saw your site, started checking the hotels and made the reservation for the one. The price showed 95 (per 2 persons 2 nights) and I made the reservation. I got email and there was 2 reservations for 2 different hotels??? How is that? And they took crazy fee price instead 95 it was 297,98 and for another reservation they took 403,30 (which I haven’t made actually) Waiting for response and full refund! Now going to the hotel to cancel the reservation right there! I hope they will help! Never again through this terrible site! And there was free cancellation before 12pm, I made it 11.24 and there was no free cancellation in email.. !!!
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