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Business Profile

Hotel Reservation

Reservation Counter, LLC

This business is NOT BBB Accredited.

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This business has 1 alert

Important information

  • Customer Complaint:
    Complaints
    received by BBB allege some customers assume they are dealing directly with the
    hotel while booking through Reservation Counter, which is not the case. Reservation Counter is a travel agency. Each hotel has a different cancellation
    policy which is displayed on the hotel checkout page. BBB urges consumers to
    read and understand the cancellation policy prior to booking a reservation. 

Complaints

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

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Reservation Counter, LLC has 3 locations, listed below.

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    Customer Complaints Summary

    • 659 total complaints in the last 3 years.
    • 219 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/25/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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

    • Initial Complaint

      Date:04/24/2024

      Type:Billing Issues
      Status:
      Answered
      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 believe i was overcharged on taxes, they refuse to explain the charges.

      Business Response

      Date: 04/29/2024

      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.

      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. The "taxes and fees" line includes the necessary taxes to complete the reservation and any bookings fees added by our providers prior to purchase. Please let us know if there are any other questions. 

      Regards,

      ReservationCounter.com

      Customer Answer

      Date: 04/29/2024

       
      Complaint: 21619839

      I am rejecting this response because:

      Sincerely,

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

      i can not believe that no one can provide me the amount of tax that can be legally charged.  I do not believe that the amount charged by this company is legal, it is impossible to charge almost $200 in tax on the hotel rooms.

      the Residence inn provided me with a receipt for the rooms in the amount of $336.  The cc last 4 digits that was provided to the hotel is not even mine.

      I believe that Reservation Counter has made a huge error.  When I checked into the hotel they said that they had my address is being in a foreign country.

      Business Response

      Date: 05/08/2024

      To whom it may concern, 

      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 card information provided to the hotel is a virtual one time use payment meant to keep the customers credit card information secure. The hotel does not bill the customer directly, they bill our supplier. 

      The line for "taxes and fees" is not only for taxes, but does contain all necessary taxes for booking the reservation - this includes sales tax, occupancy tax, city tax, state tax, etc. There are also booking fees added here by our supplier. As previously stated, 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. Let us know if there are any other questions. 

      Regards,

      ReservatonCounter.com 

      Customer Answer

      Date: 05/09/2024

       
      Complaint: 21619839

      I am rejecting this response because:
      They billed individually for service fee, so how come they are listing other fees under taxes.  That should be illegal.
      Sincerely,

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

    • Initial Complaint

      Date:04/17/2024

      Type:Product Issues
      Status:
      Answered
      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 3/14 around 2:30 p.m., I called reservation counter to make a reservation at the ***************** in ********, ******** for that same night due to a snowstorm. The representative clearly told me that the total for the room, including taxes and fees would be $138.72 (the exact change might be slightly off, but it was definitely $138 and some change). He said there would be a $50 charge temporarily placed on my card in addition, but it would be removed. After midnight, after checking into the room, Reservation Counter sent an invoice via email for $188.73 which was more than I agreed to, and there was no $50 hold. It attempted ot contact Reservation Counter, and they initially told me they would listen to the recording and get back to me and refund the amount if what I'm saying is true. However, I never heard back from them, so I disputed it with my credit card company, and they then told me they would not speak to me about it anymore while there was a dispute pending. They provided a receipt that was emailed after checkin at 9 p.m. wtih the wrong amounts (the same amounts I'm disputing). Therefore, they waited to send the confirmation email with the amount until 6 hours after I made the reservation and had already checked into the hotel. I want them to review the recording and give me a credit for the difference like they said they would.

      Business Response

      Date: 04/24/2024

      To whom it may concern,

      Thank you for the opportunity to review this case in depth. The room rate was $158.08 per night prior to taxes and fees. At the end of the call, the agent provided a complete recap of the reservation including the grand total with taxes and fees and advised that total to be $188.73.

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

      Regards, 

      ReservationCounter.com 

      Customer Answer

      Date: 04/24/2024

       
      Complaint: 21590717

      I am rejecting this response because: The business is making assertions that are false. First of all, I did try to resolve this complaint direclty with the business. I immediately called when I saw that I was over-charged, and they said they would review the call and reach back out to me which they never did. I also emailed them and did not receive a response which is why I filed a dispute with my credit card company. Additionally, I am not requesting that they wave the cancelation policy, nor have I ever requested that. What I'm requesting is that they honor what the agent told me on the phone which was that the $138.72 amount included ALL TAXES AND FEES. I asked him directly and he confired, and then said that there would be a $50 hold placed in addition to that that would later be removed. They know he said this, as they have clearly reviewed the call, so even if he later at the end of the call (while reading about 5 minutes of fine print in my ear) said that I would be charged $188.73 - I would still expect $50 of that to just be a hold that was later removed. They never placed a hold and instead charged me that amount, despite gettitng completely false and different informaiton from the agent. I am disputing only the $50 of overpayment, not the entire charge.

      Sincerely,

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

    • Initial Complaint

      Date:04/15/2024

      Type:Product Issues
      Status:
      Resolved
      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 9, I reserved a hotel room in *********** ******* through Reservationcounter.com. My son plays travel baseball and our coach incorrectly thought we would be playing in *********** ******* on the weekend of 4/26-4/28. He realized we are actually playing in ************ that weekend, and so I called Reservationcounter to transfer the room from *********** to ************ and was told I would have to cancel the previous reservation and lose all of the money, and then rebook a room and be charged again. They refused to transfer the reservation and refused to refund my money. The tracking number is R4856339185. The total amount paid was $346.02.

      Business Response

      Date: 04/19/2024

      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. Once bookings are finalized, we are not able to make any modifications due to the prepaid nature of the reservation. We do not contract directly with any hotel properties, so we also do not have ability to transfer reservations between properties. We apologize for the inconvenience, however we are unable to process a refund in this case due to the 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: 04/19/2024

       
      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:03/27/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Transaction occered 12/31/2023 and posted 1/02/2024. My wife called to book a hotel thinking it was the actual hotel but they only acted like the hotel and were a third party imposter. When *************** I thought I was on the hotel web page, but it was reservationdesk.com which believes one to think it is the central booking department for the hotel. After booking I called the hotel, finally direct this time and found out that I actually booked through a third part. I tried to call to change and then overall cancel my reservation due to them not included everything in the price I paid. Meaning I would of still had to pay fees once I got to the hotel. The third party company then told me my reservation was non-refundable even weeks out for my actual reservation. I ask to speak with a supervisor and got more of the same. Overall I just want a refund, but would also like it to become aware that reservation desk.com or reservation counter.com (I think they go by both) are a imposter to the actual hotel you are trying to book.

      Business Response

      Date: 04/03/2024

      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. As a courtesy, we were able to work with the hotel and supplier in order to secure a refund for this guest, which was approved on March 28, 2024. Please let us know if there are any other questions. 

      Regards,

      ReservationCounter.com

    • Initial Complaint

      Date:03/26/2024

      Type:Product Issues
      Status:
      Answered
      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 3/25/24 I called this company to book a reservation for a hotel room. I was quoted a price of $104 per night for the room. I asked the associate if I could pay upon arrival at the hotel and he said "yes". After the person confirmed the details of my reservation he asked for my credit card information. I said to him...Why do I have to provide this if I do not pay until arrival?" He said it was only to hold the room...it WOULD NOT be charged. This was very important to me because I knew I did not have enough money in my account to cover the charges. In minutes I received a notification on my phone that $864 in charges hit my bank and my balance went negative. I immediately confronted him on it and he said he would fix it. After several minutes on hold he dropped the call and another agent joined. They would only tell me that they would cancel the reservation and the refund would happen in 3-10 days after coming out in only seconds!!! I told them this was not acceptable but they told me there was nothing that can be done. I called a Supervisor and they told me the same. I had to take a payday loan to prevent hundreds of dollars in NSF charges. I want my full refund AND to be repaid $100 to cover the bank fees I incurred because of their fraud.

      Business Response

      Date: 04/03/2024

      To whom it may concern, 

      Thank you for the opportunity to review this case in depth. We have reviewed the sales call and did not find that the customer made a request for a pay later ********************, however we did find that the agent had not been clear in indicating that they were unable to provide a discounted rate as was being discussed in the call. The agent instead sent the call to our support team to cancel the reservation in the case that the customer would need to rebook at a lower rate. 

      The reservation has been cancelled and refunded in full, including the $15.99 service fee. Unfortunately, we are not able to offer refund beyond the entirety of the booking. Please let us know if there are any other questions. 

      Regards,

      ReservationDesk.com

      Customer Answer

      Date: 04/04/2024

       
      Complaint: 21487936

      I am rejecting this response because: the business is lying.   I specifically asked that the card not be charged and the agent confirmed!!!  This cost me significantly to cover the amount taken without approval.

      Sincerely,

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

      Business Response

      Date: 04/10/2024

      To whom it may concern, 

      Thank you for the follow up. We do apologize that there was not more that we were able to do in this case. As previously explained, a full refund including the service fee that is typically nonrefundable has been processed. We are not able to offer a refund for non-sufficient funds fees. Please let us know if there are any other questions. 

      Regards,

      ReservationDesk.com

    • Initial Complaint

      Date:03/25/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 tried to make a reservation directly with the Doubletree in ************* and their website came up with $124 room rate. When I saw the reservation and charge for a total of ****** (including a ***** reservation fee), I called to tried to cancel the reservation but they informed me it was nonrefundable. I asked to be transferred to a manager. He said he would call back in 30 minutes but if course he didn't. I told him I would not have paid for a nonrefundable room because I work for the federal government and can't, but that didn't matter. When I looked at their website I found that they bury that information on whether a transactionis nonrefundable. The website indicates it doesn't say the rate is nonrefundable but you have to click on the cancelation policy to see what is associated with the booking. This site obviously is designed to trick people into thinking they are booking with the hotel and is scamming people out of money, and they obviously don't care. Completely despicable behavior.

      Business Response

      Date: 04/03/2024

      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 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. Please let us know if there are any other questions. 

      Regards,

      ReservationCounter.com

    • Initial Complaint

      Date:03/25/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      This company is a complete JOKE! I called the hotel to book a reservation and ended up some how being transferred to Reservation Desk. The associate I talked to help me book my reservation and when discussing the details around the total cost, I thought she had said $343.** but when the charge came through it was $393.**. I went to the hotel website and saw they were charging $318.** for the same room and check in and out dates. I called back 15 minutes later to get my reservation canceled. They said they could not because it non-refundable. I asked to speak with a manager. When I tell you I have never been treated so bad from customer service, I mean it. He hung up on me. I called back today to speak to a manager and both the associate and manager were very rude! I will NEVER book through them again. Their customer service is HORRIBLE and they charge far more than a hotel does. WHATEVER YOU DO, DO NOT BOOK THROUGH THIS COMPANY!!!

      Business Response

      Date: 03/29/2024

      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 ***************************************** located at **************************************************************************, informed the caller that the reservation was for Studio, Sofa Bed room type, confirmed the dates of stay as checking in on April 12, 2024 and checking out on April 14, 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 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 cancellation policy and all terms and conditions go into effect the moment the reservation is confirmed. Unfortunately, we do not have the option to cancel this reservation with a refund. Please let us know if there are any other questions. 

      Regards,

      ReservationDesk.com

    • Initial Complaint

      Date:03/20/2024

      Type:Billing Issues
      Status:
      Answered
      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 quoted $111.34 per night for seven nights. When I received the confirmation it was for $192.51 per night. I called reservation counter customer service and was given no explanation for the difference or any offer to honor the original quote. I believe it was a scam.

      Business Response

      Date: 03/25/2024

      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 agent offered several rates to the guest before they finally settled on what would work. The agent recapped the reservation and gave the correct grand total for the booking. We contacted the customer and advised them of our findings, and the customer requested to cancel the booking. This booking was cancelled in accordance with the cancellation policy:

      Cancellations made before June 01, 2024 at 11:59 PM (hotel time) will be charged a . Cancellations made after June 01, 2024 at 11:59 PM (hotel time) will be charged a 7 night penalty, or a $5,868.15 penalty, whichever is greater. There are no refunds for no-shows or early checkouts. The Reservation Counter CA$15.99 fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.

      As a one time courtesy, we have refunded the $15.99 service fee in this case. Please let us know f there are any other questions. 

      Regards,

      ReservationCounter.com

    • Initial Complaint

      Date:03/18/2024

      Type:Product Issues
      Status:
      Answered
      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 attempted to cancel this purchase while it was processing as I realized this was a third party and not the hotel I was trying to book a room in, and they sent an email saying that my cancellation was processed but there is no refund so now I have no room reserved and they kept all my money. I called and asked for a refund which they denied. So, I asked them to reserve the room anyway and they refused to even reserve the room. They said they could “initiate a request” and would know in 7 business days if I could reserve the room that I already paid for. That is not helpful because the date of the reservation is in 5 days. So, they took my money for no service at all with no attempt to fix the problem. They actually hung up on me when I said that a 7 day wait would not help me. They should at the least reserve the room in a timely manner. But they are scam business and I want a full refund because now I have to reserve a room with the hotel to make sure I have one.

      Business Response

      Date: 03/25/2024

      To whom it may concern,

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

      This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation 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. 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 then contacted our support team, who advised that we are not able to issue a refund due to the cancellation policy. Once bookings are cancelled, we are unable to reinstate them. Please let us know if there are any other questions. 

      Regards,

      ReservationDesk.com

      Customer Answer

      Date: 04/04/2024

      Dear ReservationDesk.com:

      Contrary to your statement, when I cancelled the hotel booking, I was not "advised of the cancellation policy" and I was not required to "accept the terms and conditions in order to process the cancellation". That is not true. There was a cancellation button and I clicked it to try to stop the transaction as I realized I was being scammed. I did not receive any advisory or warning at all. The cancellation button was prominently displayed. So I clicked it, and that was that. At that point, there were no terms to accept. There was no warning that my room would be cancelled, my money gone despite not having the service I had in fact paid for.  That cancel button immediately brought me to a notification that my reservation was cancelled and that was that---no other information. So, I called customer service. The customer service rep hung up on me when I asked them to at the very least ensure that I had a room reserved in exchange for the money paid. I was willing to accept that I may have grossly overpaid for the room, but I still needed the room to be held. Not only was no effort was made to ensure I had the reservation that I paid for, but she hung up on me. So, I had to book another room with the hotel itself. I have learned my ******* now you should learn your ****** and refund my money. This can't be legal.

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

      Business Response

      Date: 04/08/2024

      Thank you for the follow up!

      Business Response

      Date: 04/10/2024

      To whom it may concern, 

      Unfortunately, we do not have any further options as it has been brought to our attention that the customer has filed a dispute. When a customer proactively files a dispute, we lose the ability to work on their case.  The customer and the merchant essentially agree to allow the customers bank and the merchants bank to review the charge and make a final decision about it.  We are bound to the final resolution of that outcome.  We would encourage the customer to continue working with their bank through that process.

      Regards,

      ReservationDesk.com

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