Booked two nights at Rydges Hunter Valley and thought I was booking directly with the hotel. Price showed $880. Minutes later I see $1227 taken from my bank. Turns out it was GuestReservations with almost $400 in junk fees.
Called immediately and was told it was non refundable. They offered 10% back as a “goodwill gesture” and at the time I stupidly accepted it.
Spent that night reading Reddit horror stories and woke up angry. Called my bank, who said they might be able to help and suggested I email GuestReservations. I also called the hotel directly. Huge help. The hotel told me that under Australian law they can’t refuse a refund this far out and said GuestReservations pulls this stuff all the time.
Called GuestReservations again and spent two of the most painful hours of my life on the phone. Bad connection, background noise, passive aggressive rep constantly trying to get me to say I agreed to cancel without confirming a refund. I kept repeating one sentence: only if I get my money back.
They tried to tell me I lost my right to dispute because I accepted the 10%. I pushed back hard, mentioned Australian consumer law and the fraudulent fees. Eventually they said they needed hotel approval. I told them I already had it. Refused to hang up. Would not trust a callback.
They claimed the hotel wasn’t answering. Total lie. I forced them to email me confirmation of everything while I stayed on the line. Hung up only after I got it. Called the hotel again. They confirmed GuestReservations had just contacted them and the hotel demanded the refund.
Two days later, full $1227 back in my account.
Moral of the story: GuestReservations is shady as hell. If this happens to you, don’t accept the partial refund, get the hotel on your side, and don’t give up. It’s possible, just exhausting.
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