Lisa N.

We booked a hotel for one night near Phoenix airport back in January for a trip planned for April. Our flight got changed and we had to fly in a day later. Called Guest Reservation customer service a week prior to arrival to see about rebooking from Friday to Saturday. I was first told I could not cancel or change my reservation. I made multiple calls on different days trying to change our reservation. Each time I would get a different agent, was put on hold for up to 30-45 minutes and ultimately the call would be disconnected. Was told to send an email stating why I wanted to change my day which I did on three occasions. No response. They would say they never received my emails. After 5 days and (and half way into our trip) I finally had to start a dispute with my credit card company before they were willing to work with me. I had to bring to their attention their website states you can change or cancel your reservations. I was told I had to rebook before I could cancel and then they tried to charge me more money. It took 35 minutes to make a simple change being bounced back and forth between multiple representatives. I have never worked with a booking company that had such poor customer service. The most frustrating and stressful experience I have ever had. It was a simple request that should have taken minutes to fix instead of 5 days and 4 hours of phone calls. Buyer beware with booking with Guest Reservations in case any changes might need to be made.