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

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

• 

  Reservation Counter, LLC

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

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:06/12/2024

  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.

  Used 3rd party (Reservation Counter) to book a hotel room at *************** in *******. When got to hotel at 11:30 PM there were issues with reservation. When got billing statement, the 3rd party charged me $****** and the hotel charged on top of that costing me a total of $1200.00 for a 2 night stay. Have been trying to get my ****** back from 3rd party as that is what hotel advised and credit card company for 4 months, sent in pictures to them of statements, called and have been on hold and am constantly left on hold, or not called or emailed back. Tonight they told me they still need to investigate. At the end of the day, this 3rd party is operating deceptive practices by charging amounts and not paying hotels per their process causing hotels to thing customers have not paid and then are double charging customers.

  Business Response

  Date: 06/20/2024

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. Billing issues like this sometimes occur and are unfortunately out of our hands. Reservation Counter 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. Our company does not store credit card information or hold payments. In order for a refund to be processed, it must be first approved by the hotel and then by the supplier.

  In this case, we did request documentation from the customer and forwarded all of this information on to the hotel and supplier for further review. The hotel and supplier are required to review billing and come to a decision on how the transactions should be dealt with. The hotel and supplier approved and processed a refund as of 06/18/2024. The customer was sent an email about this on that day as well. Please let us know if there are any other questions. 

  Regards, 

  ReservationCounter.com 

• Initial Complaint

  Date:06/10/2024

  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.

  I booked a night at *****************************************, I wanted to add a night, as I had two nights booked through Expedia already. When we showed up the hotel did not have the reservation, this company was quick to pull the money out of my account but did not pay the hotel. The manager told me this company has not been paying them, and due to this, the hotel will not do business with them anymore. None of this was told to me prior to booking through an agent with this company. I called the company to request a refund, they asked for my receipt for the original expense, and then the night I needed to pay for (I paid for the same room twice, essentially). They "investigated" this, told me it would be 5-7 business days. Its been into 2 weeks later and still have heard nothing, when I call the company I am hung up on. Extremely disappointed, but when I see they have an "F" rating, am not surprised. This happened to the man that was checking in next to me that night as well, same fraud.

  Business Response

  Date: 06/14/2024

  To whom it may concern, 

  Thank you for the opportunity to review this case. I do see an open and pending case for this reservation. Our supplier is working to reach the correct person at the hotel to verify billing with them. Reservation Counter 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. Our company does not store credit card information or hold payments. In order for a refund to be processed, it must be first approved by the hotel and then by the supplier. As soon as we have their response, we will follow up with the customer. Please let us know if there are any other questions. 

  Regards, 

  ReservationCounter.com

• Initial Complaint

  Date:06/06/2024

  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.

  The person I spoke to pretended to work for IHG hotels and resorts (when in fact he did not). I made the reservation on 6/5/2024 and was told I could cancel the reservation for a full refund until 6/18/2024. After providing my credit card information, I was told to wait for a confirmation code and that I would also receive an email confirming the reservation. I was hung up on before receiving a confirmation # and never received a email confirming the reservation. I then called the hotel directly and was told that my reservation did not exist. I also verified when speaking with the front desk at the hotel at that time that many things the reservation agent (scam artist) told me were also not true, and if I was provided with the proper true information (which did not meet my needs), then I would have never made the reservation in the first place. I called reservationcounter.com back and the people whom answered the phones said they could not locate my reservation under my name or phone #, but my credit card was charged $157.94 plus $15.99. Since both the hotel and reservationcounter.com could not locate my reservation and I never received a confirmation # or email confirmation specifically stating the kind of package I tried to buy and the reservation agent fraudulently pretended to directly work for IHG resorts and hotel (which he did not), I will not pay a ***** to reservationcounter.com and am disputing the charges to my credit card company. I notified reservationcounter.com of my request to fully refund the money charged and cancel this reservation less than 2 hours after making the original reservation. I also alerted my credit card company of this scam less and that I would be disputing all charges. I feel confident that the credit card company will find the dispute in my favor. Businesses such as this should simply not be in business and I am hopeful that others will see this complaint and not do business with this fraudulent company.

  Business Response

  Date: 06/14/2024

  To whom it *** concern, 

  We are not able to locate this customer in our system with the information provided. We did not locate a call to our sales department from the phone number provided, but did find a call to our support team where the support team also advised the customer we could not locate the booking. The support agent attempted to gather more information to try to find the booking, but the customer became frustrated and disconnected the call. 

  We'd be happy to review this further if the customer can provide a copy of the charges they see on their statement. We do not need any personal information to be shown and request that the customer redact any credit card number that *** appear on a statement, however we would need the last 4 digits of the card and to see the charges listed on the statement to track down the reservation. This can be sent to **********************************. 

  Please let us know if there are any further questions. 

  Regards,

  ReservationCounter.com 

• Initial Complaint

  Date:05/30/2024

  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.

  Deceptive practices: 1. Deliberately deceive customer into thinking theyve booked with the motel 2. Dont tell customer anything about no refund policy.3. Charge credit card 4. Ignore customer calls and emails

  Business Response

  Date: 06/07/2024

  To whom it may concern, 

  We are unable to locate this customer in our system based on the information provided. We'd like to request that the customer provide their itinerary number for further investigation of this issue. We'd love to see what we can do to help. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/30/2024

  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.

  Booked a reservation for this weekend. I accidentally cancelled. Called customer service and they were unwilling to work with us at all. I was not looking for a refund at all. I just wanted the reservation to where it wasnt cancelled. I am very upset with how this was handled. Especially when on the website they state they will do everything they can to resolve disputes. Wont ever use this company again!

  Business Response

  Date: 06/05/2024

  To whom it may concern,

  Thank you for the opportunity to review this case. Reservation Counter 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. The hotel collected payment for this reservation on the date of booking. Our company does not store credit card information or hold payments. 

  At the time of booking, the customer agreed to the cancellation policy, which states:
  
  Cancellations made before May 29, 2024 at 05:00 AM (hotel time) qualify for a full refund. Cancellations made between May 29, 2024 at 05:00 AM (hotel time) and May 31, 2024 at 10:00 AM (hotel time) will be charged a $512.46 penalty. There are no refunds for cancellations made after May 31, 2024 at 10:00 AM (hotel time). 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.
  
  The customer then went online and canceled the booking on 2024-05-29 at 04:14:55 PM (MDT).  This would have been 06:14:55 PM hotel time. 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 cancellation policy. As a courtesy, we have reached out to our supplier to request a refund exception, however our request was denied. We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase. Please let us know if there are any other questions. 

  Regards, 

  ReservationCounter.com

• Initial Complaint

  Date:05/29/2024

  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.

  date of transaction 5/29/24. I thought I was re-calling the Holiday Inn Express in Milford MA., whom I had just called to make a reservation but had not received the confirmation email that I was told to expect. The woman I spoke with said she could not find the reservation but assisted me in rebooking. Unbeknownst to me, it was a company called Reservation Counter and I was charged $210.78 after confirming the price to be $155.79. She never once identified that I was not calling the Holiday Inn. While still on the phone call in which the booking was made, I requested a refund of the charge but they tell me it is non-refundable. They kept me on the phone for an hour, transferring me to different people and keeping me on hold, all the while, telling me there is nothing to be done. They told me if I cancelled the reservation it would be with no refund. I called the Holiday inn directly after this disastrous encounter to check if they had a reservation under my name and they confirmed that they show one reservation booked through the 3rd party for $133.00 ( the rest of the charges are not shown to the hotel). I find this to be elder abuse, in that they took my money, and my time, confusing me with their rapid speech and false assurances. I simply want a refund but I have been denied. I am hoping you can help me to get a refund.
  The supervisor at Reservation Counter that I spoke to was named Christine. She would not give her last name but gave an employee number of ********.
  Thank you for your time.

  Business Response

  Date: 06/04/2024

  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 customer asked if she had called the Holiday Inn Express, to which the agent responded clearly, "no, this is not the hotel. This is Reservation Counter, we're an independent booking service and we make reservations for this hotel."  The customer advised that she was previously speaking to someone but had not gotten a confirmation email. The agent requested further information to see if they could locate the reservation. The agent did not find a reservation for this customer in our system, so the customer asked if she could make a new booking.  The agent was able to locate the same rate and nonrefundable cancellation policy that the customer said they had previously been working with an agent on. The customer requested to book that 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
  Holiday Inn Express Boston - Milford, an IHG Hotel located at ** ******* ****, Milford, Massachusetts, informed the caller that the reservation was for "Room - 2 Double" room type, confirmed the dates of stay as checking in on June 12, 2024 and
  checking out on June 13, 2024, and informed the caller that the total price for this
  reservation would be $210.78 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 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. The agent stayed on the phone to ensure that the customer received their confirmation email. Once the customer received that, she became upset and said she thought she had called the hotel directly, to which the agent again advised "no, this is not the hotel, as I said before we are an independent booking service." The customer then requested to cancel the reservation. 

  Due to the nonrefundable nature of the booking, our agents were not able to simply cancel and refund the booking. Cancellation policies go into effect the moment the booking is confirmed. The customer was advised that the case would be escalated so that the call could be reviewed and a refund could be requested, to which the customer again became upset. We do understand that waiting can be frustrating, however we did conduct the call review and have worked with our supplier and the hotel. 

  As a courtesy, we have reached out to the hotel and the supplier with a request for refund. All parties were able to come to agreement and a refund is being processed to the customer. An email with this information was sent to the customer directly. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/05/2024

   
  
  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.
  Although I am not pleased that a full refund was not issued, I will accept the resolution just to be done with this outfit. Live and learn!
  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:05/28/2024

  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.

  I reserved hotel through this site for work reasons. The work dates were changed and I needed to change to later date . I called the company to change it and the would only cancel and rebook . They are not caovane of this an at he y are not saying that any where prior to locking in the booking. Th we person on the phone could not resolve or explain the penalties . In the end I was charged the whole stay an en never gatepost foot in hotel. They are using abusive and deceitful practices and cannot handle reservations . They dont offer much as a service.

  Business Response

  Date: 06/04/2024

  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. Our website is clearly labeled with our name and logo. 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 May 27, 2024 at 03:00 PM (hotel time) qualify for a full refund. Cancellations made between May 27, 2024 at 03:00 PM (hotel time) and May 28, 2024 at 04:00 PM (hotel time) will be charged a 1 night penalty. There are no refunds for cancellations made after May 28, 2024 at 04:00 PM (hotel time). 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.
  

  These terms and conditions must be acknowledged and agreed to before the booking can be finalized. 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. The hotel collected payment for this reservation on the date of booking. Our company does not store credit card information or hold payments. In order for a refund to be processed, it must be first approved by the hotel and then by the supplier. As a courtesy, our support team did reach out to the hotel to request a refund on behalf of the customer, however, that request was denied. 

  We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase. Please let us know if there are any other questions. 

  Regards,

  ReservationDesk.com

• Initial Complaint

  Date:05/24/2024

  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.

  Third-Party online service company misrepresenting themselves as hotel. Charging government credit card for Taxes + Fees and another Service Fee totaling $206.19 without a breakout of cost.Joint Travel Regulations require third party vendors (fraudulently represented Holiday Inn Express, Altus, **.) to provide daily breakout of taxes and fees. Requested and was told they don't do that. How can a tax be charged, and a vendor not know what the price is? ***** April 2024, confirmation # ***********. Per the *** 020303 A - 4. If a traveler obtains lodging through an online booking agent, reimbursement is authorized only when the traveler provides a documented itemized receipt for room costs from the hotel or online booking agent showing the following charges A. *********** room costs. B. *********** taxes. C. Daily miscellaneous fees, if applicable. Note: Only itemized charges are considered for reimbursement. Online booking receipts often break out the cost of the room but combine taxes and fees. I have contacted the vendor by email and phone, explaining to them what I am required to have and all I get is, "We don't have a breakout of the taxes and fees by the day". I was willing not to file a complaint on them claiming to be the Holiday Inn Express, Altus OK if they just gave me a simple receipt with the daily cost of Taxes and fees broken out.

  Business Response

  Date: 05/30/2024

  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 Holiday Inn Express & Suites Altus, an IHG Hotel located at ************************************************************************** the caller that the reservation was for "King ***** room type, confirmed the dates of stay as checking in on April 22, 2024 and checking out on April 26, 2024, and informed the caller that the total price for this reservation would be ****** 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 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 purchases our inventory in bulk 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. We purchase at a wholesale rate for resale.  When these bulk purchases are made, the taxes and fees line is provided to us in a lump sum.We do not have this information broken out for us, therefore we cannot pass this along. We do apologize for any inconvenience. We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21757164
  
  I am rejecting this response because: I specifically asked the agent if he was from the front desk of the hotel (Holiday Inn Express, Altus, **). He stated yes and I said it was strange for him not to know the government rates. I asked him the question because he then asked me if I would be more interested in ************. I said I did not know Holiday Inn was affiliated with another hotel. I would be very interested in the actual recorded telephone call and to hear it played back for myself. To have a bulk Taxes and Fees rate is absurd. Every state, city, county and hotel have their own rates, taxes and fees. The reason for not providing the requested information is that they pay the hotel the ************** fees and add additional cost to make a higher profit. The cost of the Taxes and fees should be set and not allowed to be tampered with to make a profit from the government or any other customer. I have never used a online service to book a Military/Government stay at a hotel as I always call the number of the hotels recommended by the government. This company has numerous complaints about their business practices, there over 600 complaints on how they do business to include telephone switching or misrepresenting themselves over the phone. They should be made to provide the requested information at no cost to the customer. It is a receipt for a hotel not a contract to purchase a house, car, or high price jewelry. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/04/2024

  To whom it may concern, 

  Thank you for the follow up. We understand the  request for a copy of the call recording. Our recordings are only used internally and cannot be shared. We want our customers to have the best experience possible, so these calls are regularly reviewed for quality.  We do apologize for any inconvenience this may pose but rest assured that the call was reviewed and the specific concern was addressed. 

  We understand the frustration and confusion regarding taxes and fees. Please keep in mind that this amount includes the necessary taxes in order to complete the reservation, such as local, city, state, sales, and/or occupancy taxes. This amount also includes booking fees related to booking through an agency. As previously stated, the agent answered the call with the name of our company and at no point represented themselves as being a hotel employee. The customer asked about a government rate and the agent advised that he only makes reservations and could only offer the exclusive rate at the Holiday Inn Express. The agent offered a nearby hotel which would have been less than the government rate that the customer requested, however the customer requested to book at Holiday Inn Express instead. 

  Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21757164
  
  I am rejecting this response because: I asked the clerk specifically if he was from the hotel front desk, he said yes. I would not have completed the transaction if I had known this service was not the hotel. I book hotels all the time during my travels with/for the US Air Force and never have I used an online reservation service to do so. Misrepresentation of the company is apparent and has been stated in over 600 complaints for this company. If the company has the prices of the taxes and fees associated with the hotel (state, city, local) then why not have that separate on the receipt and the fees for their services could be presented in bulk as well. I am not asking for this to be a norm, but I am asking for this one time. I am being made responsible for paying more than $206.00 because I can't get a receipt for services rendered. What about the customer?
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/12/2024

  To whom it may concern, 

  As previously stated, this breakdown of taxes and fees that is being requested is not provided to us. We can't pass along information that we don't have. We understand this can be frustrating in situations like this, however this is out of our control as it is part of third party contracting. The call was reviewed and at no point did the agent make a statement that he was at the hotel or a hotel employee. We're sorry for any misunderstanding about that, however that is not a statement that was made by the agent. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com 

  Customer Answer

  Date: 06/12/2024

   
  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:05/23/2024

  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.

  The company made a reservation for a hotel stay at the incorrect hotel. I was very specific about the hotel was a specific address and that the address I was being given was not the same. The company was insistent that it was the location regardless of me saying this. I showed up to the assumed hotel and had to book a room myself. The company took over two weeks to investigate the error and eventually denied my refund claiming that in their recording ( that they wont share upon request of a copy ) that I accepted the reservation and that because of the cancellation policy at the hotel of a no show that I wouldnt be receiving a refund. This company is relying on guidelines that are not transparent to the customer and feels like a complete scam. Not only that but the customer service supervisor was not professional and was argumentative. I feel that this company has a lot to learn about how resolutions are obtained and as a result this is one customer who will not ever utilize a third party to reserve again.

  Business Response

  Date: 05/29/2024

  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 ********************.  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 *********************************** located at **********************************, *******, ********, informed the caller that the reservation was for "*********" room type, confirmed the dates of stay as checking in on May 05, 2024 and checking out on May 06, 2024, and informed the caller that the total price for this reservation would be ****** 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 Counter $15.99 fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

  We found that the caller confirmed that the booking information was correct and agreed to finalize the reservation. In order for a refund to be processed, it must be first approved by the hotel and then by the supplier. As a courtesy, we did reach out to the hotel to request that a refund be processed, however our requests were denied. 

  Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/19/2024

  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.

  Company misrepresented itself and took advantage of a senior citizen while acting as though they were the motel the caller intended to speak with.

  Business Response

  Date: 05/29/2024

  To whom it may concern, 

  We do not have a reservation with the provided information. We are requesting that the customer provide the itinerary number and name/email address on file so we can further review this claim.

  Regards,

  ReservationCounter.com