Review Time
My husband booked a room on what he thought was the Hilton site. He ended up on this site. He never received a confirmation email. They double-billed him for a room and he was made aware of it on his American Express bill. Additionally, within days of the transaction, he received an alert that multiple cards were opened in his name. Coincidence, I think not. When he called the number on the bill they put him in a circular loop that lead to no solution. They couldn't find his reservation, then they could and it was nonrefundable 6 months in advance, then they needed to call the hotel to get permission to cancel with no real solution. Months later, and we are still trying to work on this. He spent 1.5 hours on the phone today, confirming the details 6 different times to an offshore representative. No resolution to this matter. You can search the internet and see several Reddit forums where this is their scam repeatedly. We are filing complaints with AMEX, BBB and our state Attorney General.
Do not use this website. They masquerade as the hotels original website using their name in the URL, take an extortionate fee and create conditions designed to make it impossible to get your money back. I mistook it for a Paris Hotel’s official website and booked what I thought was a cancellable weekend stay for less cost as it was the ? actual site ?. I got a whopping bill of over $1000 on my credit card, later finding out it was due to their hidden fees. No booking confirmation number in their emails, all phone numbers are automated to a machine that tells you it is the hotel’s responsibility to sort everything. After reading other experiences online and confirming the worst I had to call my credit card company, cancel my card and contest the charge to the frauds department. The hotel managed to cancel my reservation after I explained the situation and Iuckily I got the funds back. I also got a ? free cancellation ? email from guest reservations after all the headache and can only assume it was from the hotel managing to reach a human. A lesson learned. Never, ever again! This site shouldn’t be allowed to exist.Edit: ignore their response below, it is as automated and as much an appearance as the rest of the scam - notice how its the same for all the 1-star reviews
Stay far away from this website.They do not provide *ANY* flexibility. I wanted to change from one room style to another - same hotel, same dates, same guests. They charged me a $900 (!!) cancellation fee and refused to reinstate. Horrible. Horrible company.
Do not book through Guest Reservations. If you do read through the policies very carefully, NO cancellation policy and they charge you the full amount the minute you book the rooms! I do not like to book through 3rd parties. I thought I was booking directly through Hilton, the “guest reservations” website did a great job posing as Hilton. When I received the email confirmation, the email was from Guest Reservation, not Hilton. I realized it was a 3rd party and canceled within a second. They fully charged my card ($700) and refused to refund and still booked my room. When you call them they are not helpful, and say they cannot refund, and will not reactivate the room charge (even when the hotel says the room is still active and booked in my name). I was out $700 and they had my CC information. I called five times to dispute and to try to work with their customer service. They were zero help and all I heard was “no”. They kept asking the name of the Hilton rep I spoke to who said my room was still active. It felt scamming to me. Thankfully Hilton called them directly for me. Update 3/6/25: received my refund, but it was directly through Hilton NOT Guest Services. Hilton must have paid this agency and Hilton refunded me the full amount. I’m a Hilton honors member and I booked the room directly through Hilton. I’m assuming this is why. Reply back to Guest Service: I already contacted you, thanks for replying to this. Your company still refused to refund the charge of $700 after I canceled for one second. You fully charged my card. Hilton refunded my money thankfully. There’s no need to reach out to your support, I tried multiple times and you all were terrible to me.
I am a business traveller and normally stay at chain hotels. For this case, I was asked to stay at a hotel affiliated with the University I was visiting for convenience of the team. I believed I was booking through the hotel website because they used the hotel name in the web address. I book the room for a reasonable rate. It never occurred to me that I did not recieve a booking confirmation. I got to the hotel where I was notified that I booked through booking.com and prepaid. Now that I am preparing my expense report, I realize that I still do not have a confimration email or receipt for my payment. I call and they automated message recoginizes my number and offers to send me a receipt. It comes in. on a $500 hotel bill for 2 nights, they charge $200 in "fees". This is above and beyond the hotel taxes and fees. Obviously, by not sending a confirmation email, they do not alert the customer that they have mistakenly booked through their website-which is their intention. This is completely fraudulent practice. I wish I could feel bad about being scammed, but there were no signs. The website looked like the hotel website. The address looked like the hotel web address. According to other reviews, even if you notice it was not the right site, they still screw you over with trying to cancel. Scam. Scam. Scam.
On the 18th of November, 2024 I googled "High Wycombe Hilton" and clicked on one of the first results expecting it to be the official Hilton site, I reserved a room for the 18th of December to 27th of December, 2024. A few minutes after booking after I got the booking confirmation (booking number 98171798 and getaroom booking R5277865375) I called on their helpline to try and cancel. They told me that the booking was non-refundable and cannot be changed or canceled, I informed them that I had looked and can see the exact same room listed on the hilton official site at not only a lower rate, but also 100% refundable if canceled before December 12th. The customer support rep suggested that I make another booking for the refundable room and they would try and talk to their Hilton rep (Tobais I believe) and if Hilton approves, they would cancel my original booking and I could keep the cheaper and refundable one, If Hilton doesn't agree to a cancelation, I could cancel the fully refundable one. They asked for my credit card information again and booked another room (Booking #93218550 and getaroom booking R5277913129).. The very next morning I got a notification from my credit card app that my card was charged $2500 for a Nikon camera and I had to reach out to Nikon to have that reversed. On further correspondence with their support I was repeatedly told that my original booking which was non-refundable was canceled and since it was non-refundable, I had to forfeit the amount and only had the newer booking (93218550) active so I had no option. I reached out to hilton support and was informed that both bookings were active and I managed to get the newer booking canceled, however, Hilton informed me that since this was booked from a 3rd party, they will not be able to issue a refund. I filed a dispute with my credit card company and the next day got an email from priceline (getaroom) stating that a refund has been issued (I am yet to see the refund hit my account)After more than 3 months of fighting and trying to get a refund I had to file a dispute with my credit card company - The company has still not issued me a refund, but given all the evidence I shared with my credit card company, they issued me a credit this is a horrible company - BEWARE
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