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.

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  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:07/03/2024

  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,
  
  *********************************

• Initial Complaint

  Date:06/29/2024

  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.

  Mistake was made at the time of the reservation (6/6/24 instead of 6/524) and when I appeared on the 5th, had to pay for the room again. Called immediately and spoke to you agent and after he spoke to the front desk of the Holiday In, in *************, Ct. and was told a refund would be issued. Next day on the 6th of June , I received an e-mail confirming said refund, less the charges incurred for the cancellation. Today, I have heard nothing further nor received the refund.

  Business Response

  Date: 07/03/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. Upon review of the phone call made to our support agent, no refund was promised. Secondly, we do not have record of any email being sent to the customer confirming a refund. Since this booking was made online, 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 ******************** is non-refundable. There is no refund 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. 
  
  

• Initial Complaint

  Date:06/28/2024

  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.

  I made a reservation for 6/28 on 6/28 at a hotel in **************. I mistakenly booked two nights and meant to only do one. There was no review of the order and the payment immediately processed. I immediately called the company and they stated in order to change the reservation at any time I would have had to cancel by YESTERDAY 6/27, which is impossible because I just booked it. This is a total scam and this business should be shut down.

  Business Response

  Date: 07/03/2024

  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.

  As a courtesy we reached out to our hotel partner to request a refund on the customers behalf. We were advised an exception could be made and that a full refund would be processed.

  Regards,

  ReservationCounter.com

  
  

• Initial Complaint

  Date:06/24/2024

  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.

  On June24, 2024, I booked a hotel room for the ************************************** online. I thought I was on the hotel website - I purposefully checked to be sure I was on the actual hotel website and I thought I was. I booked a room (order ID: ********** for ******. The website indicated FREE CANCELLATION. I NEVER book a hotel room without looking at the cancellation policy, so I know that it said it was free. I then searched the website for information on long term parking and could not find anything. I could not find a number for the hotel on that website so I googled it again. I found a number and called the hotel and they could not find my reservation. They are the ones that informed me that I had not actually booked through their actual website - and that is the reason that I could not find parking information. When I called Reservation Counter to cancel the guy told me that there was a cancellation fee (of almost the entire booking fee - maybe 10$ less). I told him that the website said it was free to cancel, he said that the email I received told of the fee. I said that the website said otherwise and he just kept telling me what the email said and that I would have to prove that the website said otherwise. I told him couldn't even find that website again and that I knew this was a scam. I told him I was contacting the BBB and was blocking my credit card. I am seeking the ****** that they tried to scam me for.

  Business Response

  Date: 07/03/2024

  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 June 26, 2024 at 10:00 PM (hotel time) will be charged a $167.66 penalty. Cancellations made after June 26, 2024 at 10:00 PM (hotel time) will be charged a $171.08 penalty. 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 we did reach out to our hotel partners to see if a penalty waiver would be possible. They advised us a one time exception could be made and a full refund was processed for this reservation. 
  

  
  

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 had cancel the reservation the same day because it was cheaper, and I wanted to change my arrive date. Then I was told it was I was not going to get refund. so, ask then to put back in the computer for that hotel. I would stay some place. I was told back in computer given confirmation number ******** so call the hotel back and I was told that it was cancel. I called the hotel back and they have not received money. So, call hotel back and they had sent my money to the company it was send back on June 17,2024. I had to call the company and I was told that I call back to tell me who talk to Country Inn & Sites by Radisson at BWI airport let then who talk at the hotel. They were to give me room, so I wanted my back. So what do with my refund they could not answer me. The company has bank information the hotel does. these are numbers I call ###-###-#### does not have records I had called at ll. ###-###-#### Has records me calling. They do not want to give me back my money. I even told than that it was cheaper someplace. they said that travel agent.###-###-#### is the hotel phone.

  Business Response

  Date: 06/24/2024

  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 $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. 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 nonrefundable cancellation policy. Once a reservation is cancelled, we do not have the ability to reinstate it.

  Please let us know if there are any other questions. 

  Regards,

  ReservaionCounter.com

  Customer Answer

  Date: 06/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ****

  I want a refund of my money I feel that the company is stealing from me and other people.Just did what ask the first time but so i want my money back. They never off a credit or nothing just take your  money and trying to double talk you.

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 with Reservation Desk on November 6, 2023 for Hidden Valley Resort from July 5, 2024 to July 12, 2024. The cancellation policy says that cancellations made before July 2, 2024 qualify for a full refund. On June 7, 2024 I called to modify the reservation to be from July 5, 2024 to July 7, 2024. They would not allow me to modify the reservation (even though when you call there is an option for modify a reservation and another for cancel a reservation; and the website also refers to modifying reservations), saying that they would have to cancel the entire reservation and then rebook but under the current rates (which are double the amount initially paid). The reasoning being that their system doesn't allow for modifications of existing reservations. I spoke to 3 different people including a supervisor and they insisted that nothing can be done even though I told them that this was against their policy and if reservations couldn't be modified this should be explicitly stated when booking. See page 5 of the attached Terms and conditions as well as the information regarding cancellation included with my reservation (it does not making any mention that no modifications would be allowed).

  Business Response

  Date: 06/21/2024

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. ReservationDesk.com purchases our inventory from multiple hotel partners and suppliers under strict contracts to abide by the terms and conditions that the hotel properties have dictated for their inventory. When a reservation is finalized, payment is collected by our hotel partner who is the merchant of record. Payment is then forwarded to the hotel by virtual credit card payment immediately to secure the guaranteed prepaid room for the consumer. Once reservations are authorized, we do not have the ability to modify them in our system. We can assist customers with cancellations and rebooking without charging our service fee of $15.99, and the option to cancel and rebook was given to the customer. 

  The cancellation policy on the reservation states:
  

  Cancellations made before July 02, 2024 at 04:00 PM (hotel time) qualify for a full refund. Cancellations made between July 02, 2024 at 04:00 PM (hotel time) and July 05, 2024 at 04:00 PM (hotel time) will be charged a 1 night penalty. There are no refunds for cancellations made after July 05, 2024 at 04:00 PM (hotel time). There are no refunds for no-shows or early checkouts. The Reservation Desk CA$15.99 fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.

  The sentence "We do not charge any additional change or cancellation fees." refers to the fact that we do not charge customers for this service - meaning, if the customer cancels the booking in accordance with the cancellation policy, no additional service fees will be charged in order for us to process this cancellation. The fees related to cancellation are included in the cancellation policy. 

  As of this message, the customer still has the option to cancel the reservation with a full refund. Should they choose to cancel, they can then make other arrangements for their stay. After the cancellation deadline, we will not be able to offer a full refund. Please let us know if there are any other questions. 

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 06/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the cancellation policy does not specify that you cannot modify your stay by cancelling some nights. Also, the solution provided by reservation desk.com was that they would have to cancel the entire reservation and then rebook the 2 nights that I want to keep but at the current rate (almost double the price) and a room with only a king size bed which does not work because we are 4 people.  
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:06/16/2024

  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.

  On May 26th, 2024, I was deceived by the online presence of reservationdesk.com into thinking it was the actual hotel. I called them, and because they can answer the phone "reservation desk", I didn't think to ask more questions to verify it was the hotel. I was not told about the $15.99 processing fee, and was not told my card would be charged immediately. The agent was told numerous times the dates of my stay and that I was paying for three nights only on the front side of a conference booking. In the end, my card was charged for all 7 nights instead of the agreed upon 3 ($2,132.32 charged on June 1st 2024). Upon later realizing what happened, I called them back and demanded cancellation and full refund. Agent tried to keep the processing fee, but when I demanded a supervisor, quickly agreed to credit that as well. While I was credited all of the money back to my card, I do not want others that *** not have any advocacy skills and *** be taken advantage of, to in fact be taken advantage of. I would like them held accountable somehow, and I would like them made to change all of their online 'ads' to clearly mark them as such at the top of the listing, highlighted and obvious.

  Business Response

  Date: 06/21/2024

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth. ReservationCounter.com is an independent hotel booking agency and we make reservations for over ******* hotels worldwide. We are required to adhere to strict guidelines set by the *** and are in direct compliance in our business practices.  When a customer searches for a hotel online, they will return multiple results including advertisements from third-party reservation companies.  The customer would have had to click on one of our ads or call our inbound call center to be directed to our company.
  

  We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ReservationDesk.com, an independent booking service for top hotels. We have found that the customer requested to book a ********************.  The dates were discussed and the customer was informed that they could book the whole 7 nights and stay in the same room, or they could book the first 3 nights separately from the other nights, but the hotel may change their room based upon whatever availability they had at that time. With this information, the customer opted to book all 7 nights. 

  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 Embassy Suites by ****************************,** located at ********************************************, informed the caller that the reservation was for "Room - 2 ****** *********** room type, confirmed the dates of stay as checking in on July 26, 2024 and checking out on August 02, 2024, and informed the caller that the total price for this reservation would be $2148.31 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  Cancellations made before July 21, 2024 at 10:00 PM (hotel time) qualify for a full refund. Cancellations made after July 21, 2024 at 10:00 PM (hotel time) will be charged a $304.62 penalty. There are no refunds for no-shows or early checkouts. The Reservation Desk $15.99 fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

  The agent asked if the information provided was correct and if the caller had additional questions. We found that the caller confirmed that the booking information was correct and agreed to finalize the reservation. 

  The reservation has since been cancelled with a full refund. Please let us know if there are any other questions. 

  Regards,

  ReservationDesk.com

• Initial Complaint

  Date:06/14/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 or about May 28, 2024 I recently made a reservation for a stay at the Royal Sonesta Chicago Downtown from 6/12 through 6/14. I cancelled the reservation (within minutes of the original booking), and Reservation Center refunded their fees but not the charges for the hotel stay. Based on their FAQs, I reached out to the Royal Sonesta to obtain an email stating that the refund was approved (including the employee's name and position.) The Royal Sonesta said that they have not processed any charges for the stay and that they would provide that approval to Reservation Counter when they (Reservation Counter) called them for the approval. Since there are no charges for the stay at this point, and that I have another reservation with them for those same nights, I asked Reservation Center to contact the Royal Sonesta to obtain the approval to refund the full amount that they charged. I tried speaking to a representative but after being on hold for over 2 hours, I chose to email them instead. It's been over a week and I haven't heard from them at all. I want a full refund for a stay that they did not fulfill.

  Business Response

  Date: 06/21/2024

  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: 
  

  Cancellations made before June 12, 2024 at 12:00 AM (hotel time) will be charged a $605.62 penalty. Cancellations made between June 12, 2024 at 12:00 AM (hotel time) and June 12, 2024 at 10:00 AM (hotel time) will be charged a 100% penalty, or a $830.99 penalty, whichever is greater. Cancellations made after June 12, 2024 at 10:00 AM (hotel time) will be charged a 100% penalty, or a $830.99 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. 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 nonrefundable cancellation policy.

  Our notes indicate that this customer has not been in contact with our company about this reservation or the refund process. Due to this, we contacted our supplier to see if they have been the ones to work with this customer. However, we were advised they have also not been in contact with the customer. We're unsure who the customer is working with on this request. We did make a refund request on behalf of the customer as a courtesy, and will await the response of our supplier. As soon as we have a response, we will follow up with the customer. Please let us know if there are any other questions. 

  Regards, 

  ReservationCounter.com

   

  Customer Answer

  Date: 06/24/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have contacted the business and was placed on hold for OVER TWO HOURS. I sent emails to their support address and haven't received a response from anyone.
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 had a flight cancelled and I found out I would be in Denver for the night. I googled hotels near Denver airport with shuttle service and thought I was calling the High Plains Hotel but was instead connected with Reservationdesk.com The agent told me there would be shuttle service from the High Plains Hotel and all of the info I needed would be included in my email confirmation. I did not receive an email and had to board my flight. I asked my daughter if she could do it for me while I was in the air. She did. When I landed in Denver, I tried to call the hotel for shuttle service but there was no working phone number for the High Plains Hotel. I checked my bank statement and saw a charge for Microtel in Denver. I called them and they had a reservation for me and shuttle service. The agent booked the wrong hotel and did not get the correct email for me nor did he call back to confirm the email address so I could tell him it was not the hotel I requested. Once I was at the Microtel, I called and explained the situation to another agent. She said she would call me back. She did and confirmed that they also could not find a working phone number for the hotel so I would get a refund in 5-7 days. 8 days, several phone calls explaining the situation. The Microtel was great and I am fine that I paid for that in full. The charge for High Plains Hotel needs to be refunded because 1- the wrong hotel was booked 2-no confirmation email was sent 3- no working phone number for the hotel
  
  The request for the High Plains Inn that my daughter made for me, since I received no confirmation email about Microtel (wrong hotel) or High Plains, was in her name and on her credit card.
  
  ************* Check-In:June 05, 2024
  Check-Out:June 06, 2024
  
  Customer Name:***** ********
  Customer Email:************************ Customer Phone:+1**********
  Subtotal:$125.10
  Property Fee:$20.64 Tax/Service Fee:$32.96 Service Charge:$15.99 Total Cost:$194.69
  Billing Name:****** *** ********

  Business Response

  Date: 06/21/2024

  To whom it may concern,
  

  Thank you for the opportunity to
  review this case in depth. 
  ReservationCounter.com is an independent hotel booking agency and we
  make reservations for over 200,000 hotels worldwide. We are required to adhere
  to strict guidelines set by the FTC and are in direct compliance in our
  business practices.  When a customer
  searches for a hotel online, they will return multiple results including
  advertisements from third-party reservation companies.  The customer would have had to click on one
  of our ads or call our inbound call center to be directed to our company.
  

  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. The called stated that their mother had previously made a reservation, but had not gotten a confirmation email and wanted to confirm if they had a booking. The agent searched our system and did not locate a reservation for the customer. The called confirmed twice that the name of the hotel was High Plains Hotel at Denver International Airport. 
  

  We have found that the called requested to book a reservation for their mother so she'd have a place to stay when her flight landed.  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
  High Plains Hotel at Denver International Airport located at **** ***** **, Denver, Colorado, informed the caller that the reservation was for "Basic" room type, confirmed the dates of stay as checking in on June 05, 2024 and
  checking out on June 06, 2024, and informed the caller that the total price for this
  reservation would be $194.69 USD which would include all taxes and fees. The agent
  then read the cancellation policy verbatim which states:
  

  This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Desk $15.99 fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

  The agent asked if the
  information provided was correct and if the caller had additional questions. We
  found that the caller confirmed that the booking information was correct and
  agreed to finalize the reservation. 

  We are not directly affiliated with the hotel and are not able to assist with shuttle service. We are
  contractually bound to abide by the terms and conditions that were agreed to at
  the time of purchase. We'd recommend reaching out to the hotel property directly to see if they are able to offer any assistance. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:'

  When I first called myself, not my daughter, I was told that I was confirmed for the High Plains Hotel and would receive an email which included all info for the reservation and shuttle service. I did not receive an email and had to board my flight so I called my daughter and asked her to re-make the reservation for me. When I landed, I saw the email confirming the High Plains Reservation my daughter had made. I decided to check my bank account, fearing I was scammed, and saw a charge for the Microtel in Denver. The agent booked the wrong hotel and did not record my email correctly, or call me back to get correct email. I called the Microtel and they confirmed I had a reservation and told me where to access the shuttle. I tried calling the High Plains Inn and their phone number did not work. Again, fearing I had been scammed, I was afraid to board a shuttle for High Plains in case it was shut down (this was midnight in an unfamiliar city after 2 flight cancellations) since there was no working phone number. I called Reservations Desk to report everything, hoping they would do the right thing. They told me they would send me the confirmation for Microtel, which you can see was sent after 2am, many hours after my first call to them. They also confirmed they could not reach the High Plains Hotel. They said they would put in a request to review and refund my daughter since they missed the mark so many times- booking the wrong hotel, not sending email, not realizing they had another reservation in my name when my daughter called. Then there is the issue of the High Plains Hotel not having a working phone number to confirm reservation or shuttle service. I am fine paying for Microtel- that is where I stayed the night. I just need the refund for High Plains Hotel.

  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:06/13/2024

  Type:Facilities 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.

  Two rooms were reserved at ******** ******* in ************, **. The hotel boasted air condition, quadruple room as well as bath and shower. First, the hotel air worked but was moldy, stale smelling which could have been the drug use in and around the property. Second, I could not take a shower as my shower faucet would not load and the faucet moved in and out from the wall. The sink faucet was falling off which made it impossible to even wash for my daughter's graduation service from JMU that day. I got locked in the bathroom twice because the doorknob did not work. I work for government and this hotel would not pass any kind of an inspection. There was no lock on the outside door and there were drug addicts in and around property the entire time. The site had environmental crimes contamination in the pool area and in piled mattresses and debris in the back of the main property. In addition, I ordered and cancelled to make sure I was booking through Days Inn so there was fraud as well from something called Reservation Counter, not sure if it is the hotel, Days Inn or who it is that said they were the hotel and charged 520 for two runs and 160 for tax and service. I asked if this was the hotel and they said yes. I cancelled and rebooked and the charge of 700 is astronomical for hotel that would not pass any type of building inspection, health inspection or safety inspection. I am appalled at ******* for allowing such a place to have its name and for allowing such a place to have the name of ********.

  Business Response

  Date: 05/31/2024

  As the manager of Days Inn ******* in ************, I appreciate your concerns and understand the importance of addressing them promptly and effectively.
  
  Upon reviewing the details of your complaint, I want to assure you that we take the satisfaction and comfort of our guests very seriously. Regarding the issues raised, I want to provide some clarification and steps taken to address them:
  
  1. Inspections and Complaint Resolution: We conduct regular inspections to ensure that our facilities meet all required standards. Additionally, we have procedures in place to address any guest complaints promptly and effectively. I can confirm that all necessary inspections were completed on time, and we are committed to resolving any issues that *** arise during a guest's stay.
  
  2. Guest Safety and Security: It is important to note that as a public motel, we welcome guests from all walks of life. While we cannot control the appearance or behavior of other guests, we have security measures in place to ensure the safety and security of all our guests. We encourage guests to report any concerns they *** have to our staff so that we can address them promptly.
  
  3. Reservation and Refund Policy: Reservations made through third-party booking platforms like Expedia are subject to their terms and conditions. While we strive to provide accurate information to our booking partners, we understand that misunderstandings can occur. Unfortunately, we are unable to refund payments made through these platforms. However, we are committed to providing our guests with a satisfactory resolution to any issues they *** encounter during their stay.
  
  4. Communication with Guest: We have communicated the information and explanations regarding your reservation and the resolution of your complaint to you directly. We value your feedback and want to ensure that your concerns are addressed to your satisfaction.
  
  In conclusion, I want to assure you that we are dedicated to providing our guests with a positive and comfortable experience during their stay. If there are any further concerns or questions you *** have, please do not hesitate to contact us directly. We appreciate your patronage and hope to have the opportunity to welcome you back in the future under more favorable circumstances.

  Customer Answer

  Date: 06/03/2024

  Better Business Bureau:
  
  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  There was no resolution-no refund, no partial refund, no apology and I and my family members will take this to ******* and continue the fight for a resolution for the worst hotel all 7 adults have every stayed in our travels around the US and out of the country. The property was so unsafe that one of our members paid for a second hotel and moved. 

  As someone who knows about inspections, this hotel would not pass any kind of an inspection-plumbing, electric, safety, health. 

  
  
  Regards,
  
  *********************
  
  

  
  

  Business Response

  Date: 06/21/2024

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth. ReservationCounter.com is an independent hotel booking agency and we make reservations for over ******* hotels worldwide. We are required to adhere to strict guidelines set by the *** and are in direct compliance in our business practices.  When a customer searches for a hotel online, they will return multiple results including advertisements from third-party reservation companies.  The customer would have had to click on one of our ads or call our inbound call center to be directed to our company.
  

  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 ********************.  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 ******** by ******************** located at ******************************************************************************, informed the caller that the reservation was for Room - 2 Double room type, confirmed the dates of stay as checking in on May 09, 2024 and checking out on May 10, 2024, and informed the caller that the total price for this reservation would be $696.29 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

  Cancellations made before May 08, 2024 at 04:00 PM (hotel time) qualify for a full refund. There are no refunds for no-shows, early checkouts, or cancellations made after May 08, 2024 at 04:00 PM (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.
  

  The agent asked if the information provided was correct and if the caller had additional questions. We found that the caller confirmed that the booking information was correct and agreed to finalize the reservation. ReservationCounter.com is not directly affiliated with any hotel properties. We do not manage or own any hotel properties. The quality and state of the hotel is the responsibility of hotel owners and managers. In this case, we would recommend reaching out to the hotel directly with these concerns. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

   

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21747512
  
  I am rejecting this response because:

  The hotel was cancelled and rebooked to get rid of any third-party involvement. I specifically asked if this was the hotel and the agent said yes. Complaints have been made to the hotel as the hotel was the worst property ever stayed in. The fact that I asked, and they said yes to is this the ************** is misrepresentation for a hotel that was unhealthy and unsafe. 

  
  Sincerely,
  
  *********************