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:07/24/2024

  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.

  On 06/07/24 Called to make a reservation at **************************** for one night on 06/08/24. The reservation counter told me that there was no rooms available and suggested the ********************** by Marriot Gulfport. I asked if there was a 24h airport shuttle at *********. I was told there was, and as a result completed the booking. When I arrived at ********* on 06/08/24, I first tried to verify the 24 hr shuttle. I was told that they do not have a shuttle and have not had a shuttle operational for the last 5 years. I told them I would not be checking in, as I would not be able to stay without a shuttle. They had no issue with cancelling my reservation and I immediately called reservation counter and requested the reservation be cancelled and to refund my money due to the fact that they had given me incorrect information. They told me they would escalate my request and I booked at room at the *******************. After calling and confirming on 07/01 that I did not stay at the ********* and again requesting a refund, I was told again they would review the information. I received an email on 07/08 that the complaint review team did no ***** my refund. I received $0 refund.

  Business Response

  Date: 07/25/2024

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. Unfortunately, it appears that we did not have the most up to date information regarding the hotels shuttle service. This refund was originally denied due to the hotel was not answering the phone when we attempted to call them for refund approval. Since the time of this complaint, we have been able to get into contact with the hotel and they approved the full refund. A full refund has been processed and the customer can expect to see it reflected in the next 15 business days. Our system has also been updated to prevent this issue happening at this hotel to any other guests. 

  Regards,

  ReservationCounter.com 

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  
  Complaint: 22037859
  
  
  
  I am rejecting this response because:

  I would like to know when your company will be issuing my refund?
  
  
  
  Sincerely,
  
  
  
  Sarah Harris

  Business Response

  Date: 07/25/2024

  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 Counter $16.99 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. If the hotel is willing to approve the refund then we are more then willing to reach out to our hotel partner to request an exception to the policy, however, we have yet to receive any indication of hotel approval.

  Regards,

  ReservationCounter.com 

  Business Response

  Date: 09/16/2024

  To whom it may concern,

  Thank you for your response. 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,

  ReservationCounter.com 

• Initial Complaint

  Date:07/14/2024

  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.

   
  Complaint: 21988859
  
  I am rejecting this response because: I was initially charge twice for the same fee and the initial refund was because I was billed twice upon booking the reservation. So, they immediately credited the duplicate charge. This is not the refund to the charge because there was not electricity at the hotel. There is still an outstanding charge on my credit card an no refund has been issued for the actual charge.  Secondly, as to the power issue, I did explain to the booking agent on the phone that I was booking the room because a hurricane had just passed through and I needed a room with electricity. My senior dog was having trouble breathing.  I was assured there was electricity in the room; however, your agent did not take the time to verify this. This would have been the appropriate step in this situation. This would have not caused this problem in the first place. Your agent should have called the hotel or attempted to and when they couldn't get through to the hotel at all determined that there is no electricity. Their phone lines were down as well. When I immediately called your customer service line back I was informed that I could not receive a refund because the hotel could not be contacted to verify that there was not electricity.  Yes!! They could not be contacted. There was NO ELECTRICITY!!! Therefore, the phones did not work. She couldn't even get cell service from the hotel. The manager at the hotel was sitting at a desk with a flash light in the lobby.  She was having to turn all of the people away that had been booked despite the power outage because no one verified that the power was out. This is simply poor customer service and poor practices in general.  Please refund my account as is necessary to resolve this.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21988859
  
  I am rejecting this response because: I have contacted the customer service department numerous times to indicate this. I have had to file a dispute with my credit card company and was eventually told that the refund for one of the charges would not include the booking fee.  I filed a dispute with the credit card company for that as well. This is ridiculous customer service. There were duplicate charges that were posted and not handled. Then I had to request a refund numerous times for a room that I could not stay in because there was no electricity.  I was told that your escalation team would have to listen to the recorded conversation to see if I had actually asked for a room with electricity.   That has to be a joke! I actually did specify that but to think that this is an acceptable business practice is astonishing. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/25/2024

  To whom it may concern,

  Thank you for bringing this issue of a double charge to our attention. Due to the initial complaint, we were not aware there was an issue with a duplicate charge. We have sent the customer an email requesting documentation to show this charge so we can work with the merchant of record to get this transaction refunded.

  Regards,

  ReservationCounter.com

  Business Response

  Date: 07/16/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. Upon reviewing this case, it appears a full refund has already been processed as of 6 days ago. Unfortunately, since we are not the hotel property we would not have access to information about the power at the hotel. We apologize for any inconvenience that has been caused by this situation.  

  Regards,

  ReservationCounter.com

  Business Response

  Date: 08/05/2024

  To whom it may concern,
  

  Thank you for your response. It appears that, from our end, there is no duplicate charge. We have confirmed with the merchant of record that no additional charges have been and no duplicate reservations have occurred. At this point, we recommend that the customer reaches out to their financial institution directly to discuss further options.
  

  Regards,
  

  ReservationCounter.com
  

  
  

  Customer Answer

  Date: 08/06/2024

   
  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:07/12/2024

  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.

  Was told on June 5th I would be getting a check in the amount of $463.00 by June 27th but haven't received it yet.

  Business Response

  Date: 07/16/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. Upon review it appears that an **payment email was sent to the guest on May 23rd, 2024. It appears that this was never accepted by the customer. Since we have not received a response about the **payment we have gone ahead and issued a check to the customer. It will be sent out this week and will be received by the customer 15 days after.

  Regards,

  ReservationCounter.com