Got a charge from GuestRs*?
Many users confuse us with hotels. Guestr.io is a platform for hotels, not a booking service. We did not charge your card. Read below to find out where the charge came from and how to cancel it.
Why did this charge happen?
Usually, these bank statements appear as GuestRs*HolidayInn. This means the payment was initiated by a hotel you recently stayed at or booked, using their own payment gateway.
How to get a refund?
First, try contacting the hotel listed on your statement directly to resolve the issue. If they refuse to refund an erroneous or fraudulent booking, you must initiate a Chargeback through your bank.
It is highly recommended to call your bank directly rather than using their online chat. Speaking with a fraud department representative ensures your case is opened immediately under the correct category (e.g., "Services not rendered" or "Fraudulent transaction").
Prepare your evidence before calling. You will need screenshots of your bank statement, any email correspondence with the hotel (if applicable), and proof that you were not at the location during the time of the charge. The chargeback process typically takes between 30 to 90 days to fully resolve, depending on your bank's policies.
We know how frustrating unexpected charges can be. While your bank processes the dispute, check out these helpful resources.
Frequently Asked Questions
Can I cancel my hotel reservation through your website?
No. Guestr.io is a B2B software provider that builds digital menus and services for luxury hotels. We are not a booking platform like Expedia or Booking.com, and we do not have access to any hotel booking systems or guest reservation data. You must contact the hotel directly to modify or cancel a reservation.
I received a charge from "GuestRs*" on my bank statement. Who charged me?
Guestr.io did not charge your card. When you book a room at certain hotels, their payment processor may use a merchant descriptor that starts with "GuestRs*" followed by the hotel name (e.g., GuestRs*HolidayInn). This indicates that the hotel you booked or stayed at has initiated the charge using their own internal payment gateway. Many users report seeing this specific descriptor after booking through third-party online travel agencies (OTAs), such as Priceline or GuestReservations.com, rather than booking directly with the hotel.
How do I request a full refund for an erroneous or canceled booking?
To get a refund, you must contact the billing department of the specific hotel listed on your bank statement. If you do not recognize the hotel or if the hotel refuses to refund a fraudulent charge, please contact your bank or credit card issuer immediately to file a Chargeback dispute.
I have a booking reference number (e.g., #R6422...). Can you look it up?
Unfortunately, we cannot. Since we do not handle guest bookings, reference numbers issued by booking platforms or hotels are not registered in our systems. Please check your original confirmation email to identify which agency or hotel issued that reference number and contact their support team.
Why did the hotel staff tell me to contact Guestr?
Sometimes hotel support agents confuse the name of our B2B guest experience software with the name of their own internal payment gateways or third-party booking engines. We strictly provide digital menus and in-room software, and we never process booking payments on behalf of guests. Please politely ask the hotel staff to escalate your payment issue to their accounting department.