Complaints

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

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  Reservation Counter, LLC

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

• 

  Reservation Counter, LLC

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

• 

  Reservation Counter, LLC

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

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

• Initial Complaint

  Date:11/04/2024

  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.

   
  Complaint: 22511971
  
  I am rejecting this response because: I have not received the full refund on my credit card yet. I have called the company and they are not seeing a refund pending. I had 2 reservations both which were made fraudulently by your company. I was given a refund on one of the reservations but not on the other. I am expecting a full refund in the amount of $1118.58 the charge for the room that was not even an option at the hotel and the $15.99 service fee, that I was not made aware of until I questioned the charge. This is after not being made aware that I was not booking directly with the hotel. Please refund my card immediately.
  
  Sincerely,
  
  **** ***** cancelled. I have requested to be refunded by your company multiple time and have yet to receive a full refund. I have contacted the hotel directly again and was told that only 1 reservation was made, not 2, and the reservation was cancelled. This company is committing fraud and has stolen my hard earned money. I want a full refund of $1118.58

  Business Response

  Date: 11/12/2024

  To whom it may concern,

  Thank you for the opportunity to review this case. Upon reviewing, the full refund has already been processed and should be received by the guest shortly.

  Regards,

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

  Business Response

  Date: 11/25/2024

  To whom it may concern,

  Thank you for your response. We were advised by the hotel that one of the rooms was used which is why a refund of only one room was processed. Unfortunetly, when a room is used we are unable to offer a full refund.

  Regards,

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

• Initial Complaint

  Date:11/03/2024

  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.

  Oct 22nd 2024. I called the reservation desk to check on room availability at 1am, on oct 22nd, my daughter was 15 mins away from the hotel (sleep ********************************* ***********.). I asked her to make a reservation for me to check in within the next 15 mins. (130am). The person on the phone assured me there was an available room and I would be able to check in at 130 am oct 22nd. When we got to the hotel, we were not allowed to check in, as the reservation desk put the wrong date. The hotel front desk was extremely rude and not willing to help. I called the reservation desk in which I made the reservation, they told me they could not help, or change the reservation for us to check in at that time. Ive been trying for days contacting the hotel , choice hotels and the reservation desk to get a refund for their date mistake. They have been zero help in refunding my money. Due to the fact I used my allotted money for that hotel while traveling 3000 miles home, my 5 yr old son and I, which at the time 6 month pregnant had to sleep in a rest area! The reservation desks actions were not only deplorable but were also very dangerous for us. I expect no less than a full refund.

  Business Response

  Date: 11/07/2024

  To whom it may concern,

  Thank you for bringing this to our attention. We reviewed your sales call and were able to locate an error. We have sent the guest an email offering a full refund and are awaiting to hear back.

  Regards,

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

• Initial Complaint

  Date:10/29/2024

  Type:Sales and Advertising 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.

   
  Complaint: 22490419
  
  I am rejecting this response because:

  the Card *1716 was not refunded. That was the payment the hotel accepted and I previously Reservation counter told me the affirm loan would be cancelled. I can send that email.

  Im also working with an open dispute with Affirm to get this resolved,

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

  to get the Affirm refund processed from Reservation Counter. Please let me know what information I need to assist this case.

  Business Response

  Date: 11/07/2024

  To whom it may concern,

  Thank you for bringing this to our attention. We reached out to our hotel partner and they contacted the hotel. The hotel informed them a full refund was processed to the card used at the hotel. Therefore, the affirm loan is the only payment that will stand.

  Regards,

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

  Business Response

  Date: 11/13/2024

  To whom it may concern,

  It has come to our attention that the customer chose to dispute the charge.  When a customer proactively files a dispute, we lose the ability to work on their case.  The customer and the merchant essentially agree to allow the customers bank and the merchants bank to review the charge and make a final decision about it.  We are bound to the final resolution of that outcome.  

  Regards,

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

• Initial Complaint

  Date:10/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22478732
  
  I am rejecting this response because:

  Reservation Desk submitted FRAUDULENT documents to my credit card company stating I cancelled due to a family emergency on 07/18/24, the day after the cancelation date of 07/17/25.  When in actuality I cancelled the same day I made the reservation, July 07/13/24, due to they lied about how many people the room could accommodate.   They refuse to listen to the call on 07/13/24 that proves I cancelled that day.  The only reason my credit card company sided with them is because they submitted FRAUDULENT DOCUMENTS. 
  
  Sincerely,
  
  ****** ****

  Suites and continually give me the run around.I want refunded the remaining amount they refuse to refund, $1701.06.

  Business Response

  Date: 11/05/2024

  To whom it may concern,

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

  Regards,

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

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22478732
  
  I am rejecting this response because:

  The hotel merchant NEVER got paid and they show the reservation was cancelled on July 13, 2024.  Reservation Counter is the SAME company as Reservation Desk.   You call Reservation Counter and they answer as Reservation Desk.   Reservation Desk is the company that sent FRAUDULENT DOCUMENTS to my credit card company and is most certainly involved and received the $1701.06 payment that I want tefunded.

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

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22478732
  
  I am rejecting this response because:

  My credit card company applied the charge BACK to me so Reservation Desk received and KEPT my money for no services provided.  Reservation Desk KNOWS I cancelled the very day I made the reservation and has the evidence on my recorded phone call from July 13th, 2024.  The *********** has even acknowledged I cancelled the very same day I made the reservation on July 13th, 2024.  The fact that Reservation Desk keeps referring back to the dispute that was filed with my credit card company that was denied due to FRAUDULENT DOCUMENTS they sent is getting ridiculous.  They need to refund back my $1701.06 that my credit card is CHARGING me and own up to the truth.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 11/13/2024

  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 dictated by the hotel properties for their inventory. When a reservation is finalized, payment is collected by our hotel partner, who is the merchant of record.
  

  When a dispute is actively filed, since we are not the merchant of record, we are not responsible for addressing the dispute. This is handled solely by our hotel partner. We do not have control over or access to the documents the customer is referring to.

  Regards,

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

  Business Response

  Date: 11/22/2024

  To whom it may concern,

  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. 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.
  

  We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase.
  

  As a courtesy, we have reached out to the hotel and our hotel partners on the behalf of the customer and requested that the guest be refunded.  
  

  Our hotel partners were unable to process a refund due to the dispute that was filed by the customer.

  Regards,

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

  
  

  Business Response

  Date: 12/09/2024

  To whom it may concern,

  Thank you for your response. As previously stated, Reservation Counter does not merchant transactions. The only charge made by our company is the ***** service fee that has already been refunded. In order for the customer to receive a final resolution they need to continue working with their financial institution. Once a dispute is filed we loose the ability to work on their case. 

  Regards,

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

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22478732
  
  I am rejecting this response because:

  Once Reservation Desk submitted FRAUDULENT DOCUMENTS to my credit card company, Best Buy, stating I cancelled on July 18, 2024 due to a family emergency, my credit card company denied my dispute and reapplied the charges to me making my dispute null and void.  Therefore, the dispute of the charge should be handled by Reservation Desk. 
  
  Sincerely,
  
  ****** ****