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:05/17/2024

  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.

  Mislead me to believe they were directly affiliated with the hotel. When I said I was with a wedding block, they claimed to give me the wedding price; however they do not even have access to that information. Then, claimed to make a reservation, but when I called the hotel directly they are completely booked and have no record of my reservation. Insisted on payment upfront and used deceiving tactics to get card information. I want a full refund including non-refundable fees.

  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 sales call and found that the customer did request a wedding block of rooms rate. The agent made an offer of an excusive rate, but we felt it was not clear to the customer that this exclusive rate was not the same thing as the existing wedding block of rooms rate. The cancellation policy on this booking allowed for a full refund and the booking has been cancelled and refunded. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21727294
  
  I am rejecting this response because:

  I was not refunded the reservation counter service fee. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/07/2024

  To whom it may concern, 

  A refund request for the service fee was escalated to our finance team. We will ensure it is processed shortly.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/10/2024

   
  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:05/16/2024

  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 phone reservation under the guise that this was the **************. After placing the reservation for 4 king rooms with a city view I gave them my credit card information. I was told by the woman on the phone that I had up to 72 hours to cancel the reservation with a full refund minus the service fee. Later that next day I was informed when I spoke to the actual ************** I was told that I booked with a 3rd party service. I canceled my reservation online and was said I would receive my refund in 3 to 10 business days. I called after 5 days to see where my refund was and was told by an **** over the phone that it was now non-refundable. My reservation was not until the following year, they have different rules were different employees. I have learned from doing research that this is a scam company.

  Business Response

  Date: 05/22/2024

  To whom it may concern, 

  We're not able to locate tihs customer in our system with the information provided. We'd like to request the confirmation number or email address associated so we may locate this.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/10/2024

  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 April 30, 2024, I contacted ******** Inns and Suites to book a room for April 30 to May 2, 2024 at the government rate for business. I asked the representative to confirm I am speaking with the hotel directly and not a third party. The representative on the call responded with, Yes Maam I work at the reservation counter and can assist you with your reservation. As I booked the room the agent began reading a disclosure statement to which I immediately requested the transaction not be completed as my employer only permits us to book with the hotel directly. The agent stated he needed help from his supervisor and would contact me after speaking with that person. The (alleged) supervisor contacted me and reported the transaction would be investigated and I would be contacted when it was completed. On May 1, 2024, I received an email message (attached) from Travelpass.com explaining that the investigation revealed the reservation was confirmed and their hotel partner was unwilling to make an exception due to their no cancellation policy and the charges would not be reversed or refunded. My response to that email has gone unanswered by the agency.I contacted my credit card who advised me to call Expedia.com, who sent me to Travelpass.com who sent me to ReservationCounter.com who advised me the transaction was locked and could not be accessed. They have charged my credit card for $208.59 and refuse to reimburse the charges. The agent fraudulently misled me by confirming he worked at the hotel and processed the transaction after he was made aware that it could not be booked due to travel rules imposed by my employer. They now refuse to refund my money. Please investigate this unlawful business practice and assist me in gaining a resolution.

  Business Response

  Date: 05/17/2024

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. We do understand the customer's concerns and have located an error in the reservation call. An email has been sent to this customer with a refund offer. We will await their response. 

  Please let us know if there are any other questions. 

  Regards,

  ReservationDesk.com

• Initial Complaint

  Date:05/03/2024

  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 was booked to the wrong hotel. When I went to the hotel I wanted, I found out they reserved me to another hotel. When I called the hotel they set me up with, I was told the swimming pool was out of service they do not have a sauna or a hot tub. The only reason I wanted a hotel room was to take my grandson to a hotel with a swim pool, sauna and hot tub. So, I told them to cancel since I was booked for the wrong hotel & because of the no swim pool, sauna & hot tub. When I called in to make the reservation, I specifically asked for the swim pool, sauna & hot tub and for them to check to make sure the hotel will have of them open on the day we will be there. The hotel I asked for was "The *************" because I knew they had the pool, sauna & hot tub. They said they would call the hotel to check to make sure the 3 would all be open. They came back & said, "yes, all 3 would be open" so they must have called the correct hotel. Since the hotel I was wrongly set up with had no sauna or hot tub & the swimming pool was out of service. I ended up staying at the hotel that I had asked for and asked for them to cancel and refund since it was their mistake. They refused to do so. My other complaint is the this "booking.com / Travelpass.com" online business auto signed me up an account that has no place to cancel/get out of the account. I didn't ask to be signed up for an account and they make impossible to cancel the account. They now have my credit card info, cell phone & address & I want this information away from them.

  Business Response

  Date: 05/10/2024

  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 did provide a complete recapof the reservation details to the customer, including the hotel name and address as ********************************** near I-55 and University located at ********************************************************** to which the customer approved and authorized the ********************. 

  However, the original complaint we received from the customer did not include information about a sauna, hot tub, and pool. We have further reviewed this case and found that the agent gave incomplete information about these amenities at this location. Due to this, a refund offer has been made to the guest. We are awaiting their response to our email. Please let us know if there are any other questions. 

  Regards, 

  ReservationCounter.com

  Customer Answer

  Date: 05/11/2024

   
  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:05/01/2024

  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.

  Itinerary Number: ********* Date of transaction: 4/21/2024 Be careful when you book a hotel through the website reservationcounter.com. They are a third-party hotel booking site. Their listing on the internet led me to believe that I was actually contacting the hotel, which was my intent all along. They deliberately make the booking experience misleading, so the customer thinks he/she is booking directly with the hotel. You won't find out until it's too late that you weren't dealing directly with the hotel.The entire stay was immediately charged to my credit card without warning me that the reservation was non-refundable. The scam is to not communicate their non-refundable cancellation policy to the customer until the booking has been completed and the credit card charged.I canceled within 20 minutes of realizing that I'd been scammed and even got an email from Reservation Counter acknowledging that I'd canceled. I called them but they pointed to their "cancellation policy" and said that the cancellation did not qualify for a refund.Their entire fraudulent scheme is as follows:(1) Trick the customer into believing that they are booking directly with the hotel.(2) Make the customer complete the transaction for the full amount and a booking fee before revealing Reservation Counters true ************ Bury the cancellation policy in fine print.(4) Refuse to refund when the customer cancels.

  Business Response

  Date: 05/08/2024

  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: 
  

  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. 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.

  The customer contacted us 9 days after their check in date and advised that they had had a medical emergency and requested a refund. Our support agent attempted to assist, but the booking had already been cancelled and the cancellation policy accepted 9 days prior. 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

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21650674
  
  I am rejecting this response because ReservationCounter.com is basically saying that they are justified in misleading me into believing that I was reserving the room directly from the hotel. Note that they have been in trouble with the *** before for the exact same business practices. Link below:

  BBB Scam of the ****************** reservations just got trickier (knoe.com)
  

  Sounds like it's business as usual for ReservationCounter.com. I will continue warning people about them as a public service.

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

• Initial Complaint

  Date:04/29/2024

  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.

  I booked a hotel through the Reservation Desk on 1/20/24. It was for the Hampton Inn in Columbia Missouri on 4/19 and 4/20. The cancelation policy on the confirmation email says the cancelation deadline is 4/17. On 4/16, I canceled only one night 4/20. On the 16th, I originally called the Reservation Desk phone # and their intro recording said for specific questions call the property. I misunderstood that I should call the property to cancel my reservation, which I did. Apparently, I needed to make that change through the reservation desk. The Hampton Inn easily took my cancelation without warning of any kind. I waited for a couple of days for the refund to credit my Visa card. By 4/24, I hadn't received the refund, so I called the phone # on my reservation which was the Reservation Desk. They said they needed approval from the property about the reservation. I called the Hampton Inn to get their confirmation that it was done on 4/16. They even provided that to me in writing which I forwarded to the Reservation Desk. When I called the Reservation Desk to follow up today, they said my refund was denied and it was against their policy to refund for one day. It was super confusing and frustrating. The total for one night's stay was $348.48, I'm out that amount unless I can get some help. The last conversation I had was with Marion a Customer Services Supervisor at the Reservation Desk. When she said there was no way I was getting a refund, I asked about the company. I asked for the name of the parent company and ownership. She said she couldn't provide that information because it was sensitive information. It was a very frustrating experience at best and felt like a scam. Please help if you can.

  Business Response

  Date: 05/08/2024

  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 April 17, 2024 at 05:00 AM (hotel time) qualify for a full refund. Cancellations made between April 17, 2024 at 05:00 AM (hotel time) and April 19, 2024 at 05:00 AM (hotel time) will be charged a $616.27 penalty. There are no refunds for cancellations made after April 19, 2024 at 05:00 AM (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. In this case, the hotel approved a refund, but the supplier did not. This reservation was not cancelled in our system and was used by the customer for at least one night. Due to the cancellation policy stating "There are no refunds for no-shows or early checkouts" the supplier denied our request for a refund. Please let us know if there are any other questions. 

  Regards,

  ReservationDesk.com

• Initial Complaint

  Date:04/29/2024

  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.

  I went to book a hotel in Charlottetown, PEI. Delta Hotels Prince Edward
  Got rerouted to the phone number for reservationsdesk.com and the phone number of ###-###-####3. At no point in time did the operator mention that they were going to bill me immediately (Ap 29) for a reservation being made for the middle of June.
  They charged the full 3 nights for the two rooms I booked. Not a deposit but the full amount.
  Then to get the money back I had to wait on hold and be transferred a few times to be told the money would be refunded in 8-10 days.

  Business Response

  Date: 05/08/2024

  To whom it may concern,
  

  Thank you for the opportunity to
  review this case in depth. 
  ReservationDesk.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.
  

  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
  Charlottetown Inn & Conference Centre located at *** ******* **, Charlottetown, Prince Edward Island, informed the caller that the reservation was for "Room - 2 Double" room type, confirmed the dates of stay as checking in on June 11, 2024 and
  checking out on June 14, 2024, and informed the caller that the total price for this
  reservation would be $992.07 CAD which would include all taxes and fees and would be charged to the card at the time of booking. The agent
  then read the cancellation policy verbatim which states:
  

  Cancellations made before June 10, 2024 at 07:00 PM (hotel time) qualify for a full refund. Cancellations made between June 10, 2024 at 07:00 PM (hotel time) and June 11, 2024 at 07:00 PM (hotel time) will be charged a 1 night penalty. There are no refunds for cancellations made after June 11, 2024 at 07:00 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 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
  contractually bound to abide by the terms and conditions that were agreed to at
  the time of purchase.  The reservation has been cancelled with a full refund, and typical refund timelines apply to all refunds. Banks typically take several days to apply funds to customer accounts, which is something that is out of our hands. Please let us know if there are any other questions. 

  Regards,

  ReservationDesk.com

• Initial Complaint

  Date:04/25/2024

  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.

  Operator made false statements confirming my reservation. He assured me my reservation was for two nights. He charged my card for only one night and he stated I would have to pay the second night once arrived at the hotel.
  
  The confirmation emailed to me was made for only one night. I called them back and they told me they did not have any availability for the second night. I requested a cancellation since the reservation was made incorrectly by the associate. Nobody was able to help me or guarantee my money back.
  
  Requested stay April 26-28
  Reservation was only made for one night April 26-27.
  
  I had to book a different hotel . I hope I can get my money back. This company is fraud based on all the other review left on this site.

  Business Response

  Date: 05/07/2024

  To whom it may concern, 

  The sales agent advised the customer that they only saw availability in our system for the first night of their reservation. The customer agreed to book 1 room for 1 night and check with the hotel for availability at the time of stay. Please let us know if there are any other questions.

  Regards, 

  Reservation Desk,com

  Customer Answer

  Date: 05/07/2024

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

  There statement is false. I did not agree to book one night only. I requested two nights for my stay.  He stated my reservation was for two nights, but I would only be charged for 1 night and the 2nd night would have to be paid in person at the hotel. I immediately called back once I received the email confirmation and realized there was a mistake for 1 night only.  Clearly this transaction was a scam to charge my card knowing they were not able to accommodate the two-night request. I requested my money back immediately so that I may book a different hotel, but they declined my request. Now they are making false claims that I agreed to only bookig one night. To the individuyals behind such transactions, shame on you for scaming people out of their money simply to make comission or sale. There are so many claims being made agaist this business for similar scams. My statement is true and I wouold never agrree for only one night when my stay was meant for two nights. 
  
  
  
  Sincerely,
  
  
  
  ********* *********

  Business Response

  Date: 05/10/2024

  To whom it may concern, 

  Thank you for the follow up. The agent could not guarantee availability for the second night and advised the customer they were only reserving one night. The agent advised that the guest could speak to the front desk about a second night and pay for it at that time, but the agent could not guarantee availability. This is why they did not reserve the second night. The cancellation policy goes into effect the moment the reservation is confirmed. The customer was advised of this nonrefundable policy during the booking process, and again when they spoke to a support agent. 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. 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:04/25/2024

  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 February 19, 2024 I made a reservation with I thought Homewood Suites. I am currently enrolled in Clerk Class in *********** where you go four weeks out of a year. I had just return and the current hotel I stay at for the first week was not suitable did not have a microwave, or anywhere in the room to heat food up. One of the clerks from my class did some research, and located Homewood Suites. The clerk showed me pictures, and I stated to her on my next visit in May 2024 I would stay at **************. Upon returning to my job on February 19, I went online and schedule a stay from May 13-May 17, 2024. Several weeks went by and the class received an email from the school stated that rooms were available on May 12, 2024. On April 24, 2024, I called the number listed on my reservation confirmation and stated to the person that answered the phone that I need to add a day to my reservation. I felt like the person I was speaking too did not fully understand me. Time went by and I looked online and called the hotel directly, no answer so I left a message. When the person called me, back I stated to him what my situation was and he stated he could help me. With that said, he book my room on the dates I requested May 12, 2024 until May 17, 2024. He also stated for me to cancel the other reservation. Blindsided by the no refund cancellation policy, after I cancelled. I just would like to get the money back and to let other people know to check the blue writing. I called the company and stated that being I could not get my money back, could I still get the rooms and they said NO.

  Business Response

  Date: 05/03/2024

  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: 
  

  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. 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. 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

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21626232
  
  I am rejecting this response because:  You can not take money for a room when it was cancelled in a timely manner, I did not click on your ad.  I was originally on the hotel web site and when I click to make reservation somehow it ended up on this web site.  All I am asking is for a refund for the room.
  

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

• Initial Complaint

  Date:04/25/2024

  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 room at the ************************** in *******, ** (42 Century Drive) for May 3-4, 2024. First off, they make it look like you're booking through Hilton directly - not true. They're a scam site. Up through the confirmation of my booking - I was booking a room for a ************** As soon as I hit confirm on the reservation, it changed to a room with 2 Queen ***** beds. I called to get this fixed and they refuse to fix it. I would like this reservation canceled AT ONCE. This is such a scam. The agent was incredibly rude and condescending. I asked to speak to a manager - was put on hold. They came back and hung up on me. *****.

  Business Response

  Date: 05/03/2024

  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: 
  

  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 did have our web development team review this case and they advised that the room type did not change throughout the booking process. The room type "2 Queen ***** was selected at the beginning of the booking process and was confirmed when the customer authorized the ********************. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com