Kaye T.

If I could give no stars. I would. Absolutely awful customer service. We made the mistake of reserving a room for three nights via guest reservations.com Prior to reserving a room, I read over cancellation policies under FAQ and it clearly states you may lose $25 by canceling and 0.00 for modifying reservation. I realized right after I made the reservation that the dates were incorrect and I needed dates a week prior. I cancelled the reservation following the directions of how to cancel and modify according to FAQ but was informed all $1851 was non refundable. I called Guestreservations.com and they said there was nothing they could do accept request from the hotel partner a waiver for a refund. The mysterious hotel partner at this company is a silent partner and guest reservations.com personnel are not allowed to disclose who it is. This mysterious partner said no too. I asked to reinstate the original dates I reserved. Not convenient but we'd make it work. Again, the answer was no. They said that if the hotel, Scandinavia Ishavshotel agreed to allow cancellation without penalty, a refund would be issued. I called Scandinavia Ishavshotel and spoke to hotel reception and when she looked up our reservation, we had until 6pm the day of our reservation to cancel and receive a full refund. Now I'm really confused because Guestreservations.com said the hotel penalties were applied. She provided an email for hotel management to request refund approval. Their response was no. What a scam! I will never stay at this hotel. I'm from US but mostly Norwegian and this trip was about visiting my home country. Already have a bad taste. Stay at a hotel that won't take $1851 from your account and you get absolutely NOTHING. Guestreservations.com is out of Dallas, Texas. Way to go guestreservations.com taking advantage of US military members.