Complaints

This profile includes complaints for Reservation Counter, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Reservation Counter, LLC has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Reservation Counter, LLC

  4700 W Daybreak Pkwy Ste 100N South Jordan, UT 84009-5130

• 

  Reservation Counter, LLC

  2961 W Maple Loop Dr Ste 160 Lehi, UT 84043-5686

• 

  Reservation Counter, LLC

  333 108th Ave NE Ste 300 Bellevue, WA 98004-5736

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/07/24 Called to make a reservation at **************************** for one night on 06/08/24. The reservation counter told me that there was no rooms available and suggested the ********************** by Marriot Gulfport. I asked if there was a 24h airport shuttle at *********. I was told there was, and as a result completed the booking. When I arrived at ********* on 06/08/24, I first tried to verify the 24 hr shuttle. I was told that they do not have a shuttle and have not had a shuttle operational for the last 5 years. I told them I would not be checking in, as I would not be able to stay without a shuttle. They had no issue with cancelling my reservation and I immediately called reservation counter and requested the reservation be cancelled and to refund my money due to the fact that they had given me incorrect information. They told me they would escalate my request and I booked at room at the *******************. After calling and confirming on 07/01 that I did not stay at the ********* and again requesting a refund, I was told again they would review the information. I received an email on 07/08 that the complaint review team did no ***** my refund. I received $0 refund.

  Business Response

  Date: 07/25/2024

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. Unfortunately, it appears that we did not have the most up to date information regarding the hotels shuttle service. This refund was originally denied due to the hotel was not answering the phone when we attempted to call them for refund approval. Since the time of this complaint, we have been able to get into contact with the hotel and they approved the full refund. A full refund has been processed and the customer can expect to see it reflected in the next 15 business days. Our system has also been updated to prevent this issue happening at this hotel to any other guests. 

  Regards,

  ReservationCounter.com 

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reservation counter is a company that false advertises as the direct hotel. Needed to cancel the reservation due to a health emergency. Canceled three weeks in advance. This company refuses to process a refund for the booking and the hotel fee. Hilton hotel also refused to assist in this matter due to it being 3rd party.
  I have attempted multiple times to obtain my refund from
  Reservation counter directly
  Hilton hotel directly
  And my
  Visa credit card company.
  Please assist me.

  Business Response

  Date: 07/25/2024

  To whom it may concern,
  

  Thank you for the opportunity to review this case. Upon review of this reservation, we have found that this reservation was booked online. During the online booking process, the customer must click on one of our ads to be directed to our website. We are an independent booking agency and book hotel reservations for over 200,000 hotels worldwide. The customer selected their location, room type, and dates of stay prior to booking the reservation.  These details are provided to the customer prior to them entering their credit card information and confirming the reservation.  The customer is also provided with 3 separate opportunities during the booking process to review all the terms and conditions of the reservation including the cancellation policy. The cancellation policy on the reservation chosen by the customer states: 
  

  This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Counter $16.99 fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

  These terms and conditions must be acknowledged and agreed to before the booking can be finalized.
  

  We apologize for any confusion that has occurred, however the cancellation policy associated with this booking no longer qualifies for a cancellation and refund. If the hotel is willing to approve the refund then we are more then willing to reach out to our hotel partner to request an exception to the policy, however, we have yet to receive any indication of hotel approval.

  Regards,

  ReservationCounter.com 

  Customer Answer

  Date: 09/08/2024

   
  
  Complaint: 22037859
  
  
  
  I am rejecting this response because:

  I would like to know when your company will be issuing my refund?
  
  
  
  Sincerely,
  
  
  
  Sarah Harris

  Business Response

  Date: 09/16/2024

  To whom it may concern,

  Thank you for your response. As a courtesy, we did begin to work on this customer's case to see if an exception to the cancellation policy could be made.  However, the customer chose to dispute the charge.  When a customer proactively files a dispute, we lose the ability to work on their case.  The customer and the merchant essentially agree to allow the customers bank and the merchants bank to review the charge and make a final decision about it.  We are bound to the final resolution of that outcome.  
  
  

  Regards,

  ReservationCounter.com 

• Initial Complaint

  Date:07/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went online to what I thought was the ******* site to book a room. I called before booking to verify that there was indeed electricity and that they were pet friendly. I was booking the room because of a loss of electricity due to Hurricane *****. I arrived at the hotel on the 9th after calling again to verify that I can arrive early and that they have electricity. I was again told that would be no problem and my room would be ready. When I arrived the sign on the door stated no power. I spoke to the manager and told her that when I made the reservation that I had inquired if there was electricity. She asked me what number I called. It was at that point that she told me that I hadn't called ******* directly and had called a third party. She said the did not verify if the power was on.

  Business Response

  Date: 07/16/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. Upon reviewing this case, it appears a full refund has already been processed as of 6 days ago. Unfortunately, since we are not the hotel property we would not have access to information about the power at the hotel. We apologize for any inconvenience that has been caused by this situation.  

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21988859
  
  I am rejecting this response because: I was initially charge twice for the same fee and the initial refund was because I was billed twice upon booking the reservation. So, they immediately credited the duplicate charge. This is not the refund to the charge because there was not electricity at the hotel. There is still an outstanding charge on my credit card an no refund has been issued for the actual charge.  Secondly, as to the power issue, I did explain to the booking agent on the phone that I was booking the room because a hurricane had just passed through and I needed a room with electricity. My senior dog was having trouble breathing.  I was assured there was electricity in the room; however, your agent did not take the time to verify this. This would have been the appropriate step in this situation. This would have not caused this problem in the first place. Your agent should have called the hotel or attempted to and when they couldn't get through to the hotel at all determined that there is no electricity. Their phone lines were down as well. When I immediately called your customer service line back I was informed that I could not receive a refund because the hotel could not be contacted to verify that there was not electricity.  Yes!! They could not be contacted. There was NO ELECTRICITY!!! Therefore, the phones did not work. She couldn't even get cell service from the hotel. The manager at the hotel was sitting at a desk with a flash light in the lobby.  She was having to turn all of the people away that had been booked despite the power outage because no one verified that the power was out. This is simply poor customer service and poor practices in general.  Please refund my account as is necessary to resolve this.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/25/2024

  To whom it may concern,

  Thank you for bringing this issue of a double charge to our attention. Due to the initial complaint, we were not aware there was an issue with a duplicate charge. We have sent the customer an email requesting documentation to show this charge so we can work with the merchant of record to get this transaction refunded.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21988859
  
  I am rejecting this response because: I have contacted the customer service department numerous times to indicate this. I have had to file a dispute with my credit card company and was eventually told that the refund for one of the charges would not include the booking fee.  I filed a dispute with the credit card company for that as well. This is ridiculous customer service. There were duplicate charges that were posted and not handled. Then I had to request a refund numerous times for a room that I could not stay in because there was no electricity.  I was told that your escalation team would have to listen to the recorded conversation to see if I had actually asked for a room with electricity.   That has to be a joke! I actually did specify that but to think that this is an acceptable business practice is astonishing. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/05/2024

  To whom it may concern,
  

  Thank you for your response. It appears that, from our end, there is no duplicate charge. We have confirmed with the merchant of record that no additional charges have been and no duplicate reservations have occurred. At this point, we recommend that the customer reaches out to their financial institution directly to discuss further options.
  

  Regards,
  

  ReservationCounter.com
  

  
  

  Customer Answer

  Date: 08/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was told on June 5th I would be getting a check in the amount of $463.00 by June 27th but haven't received it yet.

  Business Response

  Date: 07/16/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. Upon review it appears that an **payment email was sent to the guest on May 23rd, 2024. It appears that this was never accepted by the customer. Since we have not received a response about the **payment we have gone ahead and issued a check to the customer. It will be sent out this week and will be received by the customer 15 days after.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel reservation with a company called H313130323430**333638H.com *************** for Saturday August 10 at the **************** in *********. This is/was the confirmation number:CONFIRMATION Itinerary Number: ********* I called to cancel not a half hour later and the agent told me I would have to pay a cancellation fee of $*****! I protested the fee, but went ahead and cancelled (below).CANCELLATION CONFIRMED Itinerary Number: ********* This is the cancellation policy that they show you AFTER you make the reservation:CANCELLATION POLICY Cancellations made before August 05, 2024 at 08:00 AM (hotel time) qualify for a full refund. There are no refunds for no-shows, early checkouts, or cancellations made after August 05, 2024 at 08:00 AM (hotel time). The H**3031323334373733H $15.99 fee included in the total is refundable within 24 hours and non-refundable after. We do not charge any additional change or cancellation fees. This company lied, both by inference and in their own written cancellation policy that I copied above and that states: Cancellations made before August 05, 2024 at 08:00 AM (hotel time) qualify for a full refund. What the company does that is super sneaky is to add a Mandatory Fee statement, that you dont see until after you make the reservation. Heres a copy of that:Fees: Mandatory: You&#**;ll be asked to pay the following charges at the property:Deposit: USD ***** per day But the policy states that if you cancel in the first 24 hours: We do not charge any additional change or cancellation fees. And its totally unclear what charges at the property means."

  Business Response

  Date: 07/11/2024

  To whom it may concern,

  
  Thank you for the opportunity to review your case in depth. After reviewing the call recording, it seems there was some misunderstanding between the customer and the sales agent and then the call was dropped. Our agent was trying to inform the customer that the service fee, which is ***** not *****, was the nonrefundable fee. Due to a recent change in California law, the service fee is now refundable for 24 hours. This service fee has since been waived and the customer has received a full refund. We would like to apologize for any confusion.
  

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the middle of May I called a reservation phone number provided to me by the ***************** to make a reservation for the Elks National Convention being held in ****** *****. I requested a reservation for the Sheraton at the Capital in ************ and provided the address of the facility as ***************I waited nearly a month and did not receive a confirmation letter. I called again on June 18th to request a confirmation letter, which I received a short time later. I briefly glanced for the reservation number but did not verify where the reservation was located.The evening before the reservation I received an email of the upcoming reservation. At that time, I noticed that the reservation was at the wrong hotel. I was reserved for **********************************************************************. This was 30 miles away!I called the phone number on the email about the error. I was informed that the reservation could not be changed and that it was non-refundable. I was told that they could make a new reservation at the correct hotel but that I could not get a refund of $799.62 for the incorrect reservation that was caused by the agent who took my call.I traveled to the hotel in ********** and explained the problem to the front desk, who promptly informed me there was nothing that could be done. This error was not any fault of my own. The reservation was booked at the wrong hotel by the agent!I did get to the correct hotel, but only by standing at the check-in counter in person at the *************** at the Capital (now known as the ***************) after taking a taxi to the correct hotel in ******. I ended up paying for two 4-night stays at 2 different Sheraton Hotels.I am requesting a full refund for the reservation at the ****************, itinerary # *************.

  Business Response

  Date: 07/09/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. Upon contacting the ******************************** & ****************** we were advised that the guest checked in and checked out on the 29th of June. Due to this reservation being partially used, the hotel agreed to refund this reservation with a one night penalty. A refund has been processed in the amount of $564.36.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 07/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/6/24 Tried to book a reservation at Publick house Motor Lodge in Sturbridge, MA thru them directly. I was told by the agent it would be $210 including the pet dep. I was also told I would be sent a email confirmation which never happened for reservation ##***********. I was NOT informed that this was not the actual lodging site or that I would be charged 15.99 not refundable fee to book. The gentleman(if you can call a scammer that) booked me accommodations somewhere else at an econo lodge I believe for $337+, not the agreed on amt. I was told I had until 7/31 to get a full refund. After seeing the pending charge on my visa for more than I was told at a locaiton I didn't agree too, I called to cancel and was informed I would not be reimbursed for the 15.99, only the 337+ #***********. I am requesting that he refund of the 15.99 and that the phone call be pulled, and the employee reprimanded for fraudulent activiites at the very least. I think he should be FIRED.

  Business Response

  Date: 07/09/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ReservationCounter.com an independent booking service for top hotels.
  We have found that the customer requested to book a reservation.  The agent provided a complete recap of this reservation in which all the details of the reservation were reviewed. The agent informed the caller of the complete name and address of the property as the Economy Lodge located at *** **** **, Fiskdale, Massachusetts, United States, informed the caller that the reservation was for Deluxe Studio King room type, confirmed the dates of stay as checking in on August 02, 2024 and checking out on August 03, 2024, and informed the caller that the total price for this reservation would be 352.36 which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

  Cancellations made before July 31, 2024 at 12:00 AM (hotel time) qualify for a full refund. There are no refunds for no-shows, early checkouts, or cancellations made after July 31, 2024 at 12:00 AM (hotel time). The Reservation Counter $15.99 fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.

  This reservation has since been cancelled free of charge and a full refund has been processed. As a one time courtesy we have waived the 15.99 service fee.

  Regards,

  ReservationCounter.com

  
  
  

• Initial Complaint

  Date:07/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ReservationCounter.com charged me 813.16 for staying in Calloway Gardens Hotel for two nights. I only stayed one night. The company claimed they had to charge me an additional night as a late cancellation fee for one night. The fee was not due to the company or the hotel.

  Business Response

  Date: 07/09/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. After review it appears the customer then went online and canceled the booking.  When canceling a reservation online, a customer is again advised of the cancelation policy and must accept the terms and conditions in order to process their cancellation.  The customer again acknowledged and agreed to the $335.24 penalty.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:07/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We accidentally booked with reservation counter because we thought we were booking through Double Tree directly because it came up first on ****** and it had the Double Tree official logo and name when we clicked on it and booked the reservation thinking we were booking directly with Double Tree. We then received an email from reservation counter not Double Tree . We tried to cancel them and they are trying to charge us a $203 cancellation fee for a $192 room that is booked for 7/26/24. We wanted to use our Hilton Honors points to book the room but we now cant. This is fraudulent behavior and extortion.

  Business Response

  Date: 07/09/2024

  To whom it may concern,

  Unfortunately, with the information provided we were unable to locate any reservation. If the customer is able to provide an itinerary number or the email or phone number associated with this reservation we would be happy to review this case in depth.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21944345
  
  I am rejecting this response because: I need to respond to their inquiry and accepting their response would prevent me from answering their question. The email associated with the reservation is ******************* and the phone number is ************. It is under my husbands name *********************. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/11/2024

  To whom it may concern,
  

  Thank you for the opportunity to review this case. Upon review of this reservation, we have found that this reservation was booked online. During the online booking process, the customer must click on one of our ads to be directed to our website. We are an independent booking agency and book hotel reservations for over ******* hotels worldwide. The customer selected their location, room type, and dates of stay prior to booking the reservation.  These details are provided to the customer prior to them entering their credit card information and confirming the reservation.  The customer is also provided with 3 separate opportunities during the booking process to review all the terms and conditions of the reservation including the cancellation policy. The cancellation policy on the reservation chosen by the customer states: 

  Cancellations made before July 26, 2024 at 12:00 AM (hotel time) will be charged a $203.82 penalty. Cancellations made between July 26, 2024 at 12:00 AM (hotel time) and July 26, 2024 at 10:00 AM (hotel time) will be charged a 100% penalty, or a $258.50 penalty, whichever is greater. Cancellations made after July 26, 2024 at 10:00 AM (hotel time) will be charged a 100% penalty, or a $258.50 penalty, whichever is greater. There are no refunds for no-shows or early checkouts. The Reservation Counter $15.99 fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

  These terms and conditions must be acknowledged and agreed to before the booking can be finalized.
  We apologize for any confusion that has occurred, however the cancellation policy associated with this booking no longer qualifies for a cancellation and refund. We have called our hotel partners regarding your refund request however they informed us that they would not be willing to process a refund due to their cancellation policy. This is their policy and we must comply. 
  

  
  

  Customer Answer

  Date: 07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a hotel reservation with Embassy Suites Tacoma ******* for August 22, 2024 back in February. I thought that I was on the Embassy Suites website and called that number to make the reservation. I didn't know it at the time but it was a reservation service. The person on the phone did not identify themselves as such and proceeded to make the reservation. They did not inform me that it was a non-refundable reservation. After I got off the phone, I received an email confirming the reservation and stating it was non-refundable. I didn't take any action because I thought I wouldn't need a refund. As it turns out, I had to cancel my reservation and I called to request a refund. I told them the same information I am telling you and they researched and indicated that they had no record of my phone call and refused to make a refund.

  Business Response

  Date: 07/05/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. Upon review, it appears that with the information provided by the customer we are unable to locate a sales call. If the customer is able to provide an alternative phone number that was used to make the reservation then it is possible we may be able to locate a phone call. 

  As a courtesy we reached out to the hotel and our hotel supplier. A one time exception was made to the cancellation policy. This reservation has been cancelled free of charge and a full refund has been processed to the customer.

  Regards,

  **************************

  Customer Answer

  Date: 07/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************