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:07/28/2023

  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.

  Unrefundable nightmare! Rude and they compete with customers for rooms and sell the rooms back to customers for higher prices and charge exorbitant fees $150 a night in fees plus you have to pay at the hotel $240 resort fee. So making a reservation for a three night stay taxes and fees cost more than the actual room. I was paying $137 a night and charged $270 in fees and taxes Something needs to be done this is consumer fraud and needs regulation and crooks need to go to jail

  Business Response

  Date: 08/01/2023

  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: 
  

  Each room in this reservation is subject to the following cancellation policy: Cancellations before 07/27/2023, 10:00 AM (Pacific/********) are fully refundable. Bookings cancelled after 07/27/2023, 10:00 AM (Pacific/********) are subject to a fee of 1 night's room and tax. There is no refund for no-shows, early checkouts, or cancellations after 08/03/2023, 10:00 AM (Pacific/********). The Reservation Counter $16.99 USD 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.

  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. Hotels typically sell off excess inventory to third party companies to fill occupancy. While third party companies do their best to have competitive pricing, it is the responsibility of the consumer to price shop if their goal is get the lowest price available for a particular location. Reservation Counter is given the prices we are allowed to book at and we are required to adhere to those terms. Hotels do reserve the right to charge additional fees as they deem fit, and these types of fees are typical paid directly at the hotel for property costs such as resort fees, parking fees, cleaning fees, pet fees, etc. We do not collect these fees up front as they go directly to the hotel and not through a third party. 

  Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:07/26/2023

  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.

  Booked 2 hotel rooms for one night.
  Travelpass first deceived me by stating they worked directly with the hotel.
  I attempted to make a reservation at Courtyard by Marriott, they booked me at the wrong hotel, Extended Stay.
  Extended Stay did not have the rooms available. The manager on duty said they approved the refund but Travelpass refused.
  Travelpass is a scam!!!

  Business Response

  Date: 08/03/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. Upon contacting the hotel, we were informed that they did have the customers reservation and that payment for it was collected in full. The hotel front desk and management was contacted multiple times to see if an exception could be made in this case, but they did not approve a refund. 

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

  Regards,

  Travelpass

  Customer Answer

  Date: 08/03/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was present at the front desk when the reservation company called & asked for permission to refund, and the manager of the hotel approved the refund. This reservation company first told me they were directly employed by the hotel during the booking. That was a lie. They then booked us at the wrong hotel. The wrong hotel did not have available rooms per the reservation. The reservation company was dishonest & deceitful throughout the entire process.
  
  Sincerely, 
  
  
  
  ***** *********

• Initial Complaint

  Date:07/25/2023

  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 needed a week long stay at a hotel in ************ because my daughter had emergency health issues. I called Reservation Counter and was told that the Courtyard Marriott accepts pets. I arrived only to find out they do not. Reservation Counter told me they do and then refused to refund me my $1,700 I paid up front. They misinformed me and I had to choice but to find a different hotel. The refuse to pay the amount they owe me.

  Business Response

  Date: 07/27/2023

  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 customer did not mention they needed a pet friendly location, but did state which area they needed to be in and that they wanted a somewhat highly rated location. The agent provided a complete recap of this reservation in which all the details of the reservation were reviewed. The agent informed the caller of the complete name and address of the property as ************************************************ located at **************************************************************************, informed the caller that the reservation was for Room - 2 Queen room type, confirmed the dates of stay as checking in on June 21, 2023 and checking out on June 25, 2023, and informed the caller that the total price for this reservation would be $1751.02 which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Counter $15.99 fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

  The agent asked if the information provided was correct and if the caller had additional questions. We found that the caller confirmed that the booking information was correct and agreed to finalize the reservation. We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase. Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com
  
  

   

• Initial Complaint

  Date:07/20/2023

  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.

  Reservation counter purposely put down my kids ages at 0,0,0 when I arrived at my hotel I was ordered to pay additional $2,000 dollars for my kids. They knew the price they quoted me was less than the competition and that was the reason why. Incredible dissatisfied, embarrassed and disgusted. It seems like It runs in the company because first chance I had to call & complain the customer service agent was quick to dismiss my story. This happened July 11th 2023. Today is July 20th I just returned from my vacation broke & needing to pay the extra $2,000 dollars that I never accounted for. Thanks reservation counter!

  Business Response

  Date: 07/27/2023

  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: 
  

  Free cancellation until 4 June 2023 01:00 AM (hotel time). Cancellations made after 4 June 2023 01:00 AM (hotel time) will result in a $165.03 USD fee. The Reservation Counter $16.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

  The customer enters in their own information regarding how many guests will be arriving, including how many adults and children. These terms and conditions must be acknowledged and
  agreed to before the booking can be finalized. Please let us know if there are any other questions. 

  Regards, 

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

   

  Customer Answer

  Date: 07/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I booked directly via phone, you can look up our conversation & why else would I choose to book indirect if it were not for the better price reservation counter provided. I expect nothing less from reservation counter. You have no code of ethics as it shows with everyone I’ve dealt with when I call in. Also, not only did they provide me with false information about the hot I ultimately ended up staying in but also a few more quotes when I called in. So the fact reservation counter is saying I did it online is a blatant lie.
  
  Sincerely,
  
  **** *******
  

  Business Response

  Date: 08/01/2023

  To whom it may concern, 

  We do not collect those "per person" fees up front. Those charges would have been collected at the time of stay by the hotel, regardless of the way the reservation was booked. We understand the customers frustration. We are not responsible for hotel fees that are required to check in as we do not manage or contract with any hotel properties directly. Please let us know if there are any other questions. 

  Regards,

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

  Customer Answer

  Date: 08/01/2023

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

• Initial Complaint

  Date:07/19/2023

  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.

  On July 8, 2023, I reserved a room with 2 queen beds & accessible bath & paid Reservation Counter the total amount of $2,904.35. After many phone calls, on July 10, 2023, I was informed that the room reserved did not have an accessible bath and that I would not receive a refund. I Reservation Counter could not fulfill the contract. I was further informed that my case would be reviewed & a final decision would be issued on July 13, 2023. I received an email on July 13, 2023 confirming their final decision that there would be no refund.

  Business Response

  Date: 07/27/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. We do see this is still an open case with our customer support department. 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.

  The hotel has given initial approval for this refund, however we are awaiting the final approval of the supplier. As soon as that is received, we will update the customer. Please let us know if there are any other questions. 

  Regards,

  ********************** 

  Customer Answer

  Date: 07/29/2023

   
  
  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. My credit card has been reimbursed for the total amount originally paid to the Reservation Counter.  Thank you for your help.
  
  
  
  Sincerely,
  
  ******* *****
  

• Initial Complaint

  Date:07/18/2023

  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.

  The business has a fake page that appears to be the actual hotel. I inquired about prices and per diam price and tax exemptions for government personnel. I was informed that I would be receiving this upon arrival of check-in at the front desk. Once I arrived, the hotel manager informed me that this business is not the actual hotel but a third party, scamming for more money.
  
  I called Reservation Counter and they said they would escalate my case. They informed me they will not be honoring any government discounts or tax exemptions. Scammers.

  Business Response

  Date: 07/21/2023

  To whom it may concern,

  Thank you for the opportunity to review this case in depth.  ********************** 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 are currently reviewing this case and working toward a resolution for the guest. As soon as we have this finalized, we will provide further update.

  Regards,

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

  Customer Answer

  Date: 07/24/2023

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

  The business has their number on a Hilton website, so individuals are directed to that number. Even when contacting the number, the number on the page would appear as if you are calling Hilton Corporate or a Hilton Affiliate. This business will have to clearly direct military personnel booking request on military orders AWAY from their page or HONOR the military rate. No military personnel is purposely paying over the per diam rate just to pass time or to blow money. The representative informed me I would receive government rate/discount and taxes waived upon showing government ID to the front desk. No one in their right mind will purposely contact a third-party that you will have to pay a fee to. Also, the fact that I asked the call representative if they wanted to speak to the manager at the front desk, and they declined, reveals something sinister.

  The business has initially agreed to send $571.67. I did send my mailing address to them in response. However, upon equating the sum of costs, I need to know how $571.67 was the arrived total. Per diam was $111 per night (both local and state taxes would not be included). 

  I was charged $2302.66 and the per diam cost of the hotel was $1332 ($111 times 12 days). In essence, the equation should be $2302.66-$1332= $970.66. So the $970.66 should be the refund.

  This business would be the one responsible for misleading me, informing me that I could not initially receive a refund, and not be responsible and ethical with the rate for military personnel. Reservation Counter, you would have to be clear on guidelines so you are not purposefully manipulating individuals. 

  As now I understand the number/business contacted had nothing to do with the Hilton Corp, and you all have to make a profit, you would have to take the loss as a lesson learned to conduct better practices with customers. So I request the full $970.66 in the refund amount.

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

  Business Response

  Date: 07/27/2023

  To whom it may concern, 

  Military rates vary and fluctuate. A 25% refund was offered for the inconvenience.  Our phone number is not listed on any Hilton website and calls made directly to any hotel property are not rerouted to our company. 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.

  The customer's refund check has been processed and is being mailed out by our corporate offices. Please let us know if there are any other questions. 

  Regards,

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

  Customer Answer

  Date: 07/31/2023

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

  No, the per diam rate is for that area and is calculated for that time period, again which was $111 (I see you... it's ok... having to scam the answer away). The front desk personnel informed me that you all take business away from their establishment and that MANY individuals are duped in the same situation. The customers are explained the same situation and informed that the hotel manager can not help the customer because everything was handled with the shady business in question. You all also did not address the fact that your personnel refused to speak with the front desk or manager. 

  I have already left a negative review and have viewed the other negative reviews as well.

  Bad business model; terrible customer service; shady response; you all will reap what you sow. Your response seems like you are annoyed that you have to be held accountable and annoyed that you have to explain your scam services.

  The BBB is also responsible for warning the general public in regards to shady practices, specifically towards military personnel on orders.

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

• Initial Complaint

  Date:07/18/2023

  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.

  At 12:00 p.m. 7/18/23, I booked a hotel room with who I thought was **********. I actually ended up on a different third-party website called **********************. I didn't realize I was on a different website until I received the email confirmation from **********************. I immediately called and asked them if they would cancel the reservation because I had made a mistake in booking with them instead of the hotel directly. They informed me that my reservation was non-refundable and that I would have to contact the hotel directly to obtain approval from the front desk manager in order to cancel and possibly be refunded. I asked to speak with a manager, and was routed to Norma. Norma told me that there was nothing else she could do to refund my money and there were no other managers to speak with. She then told me that I needed to contact the hotel directly to cancel the reservation and obtain permission to from the Hilton in order to be considered for a refund. I called the Hilton Riverside New Orleans hotel directly and spoke with Gabby. Gabby told me that ********************** would have to cancel, that the hotel cannot help. I called ********************** back and spoke with Robert. Robert told me that my rate was non-refundable and that I needed to obtain permission from the hotel directly to cancel my room and be considered for a refund. I explained that I just spoke with Gabby at the Hilton hotel and she routed me back to them. I explained that I was okay with the non-refundable policy, just to cancel my reservation. Robert told me he could not cancel my reservation and that they would have to call the hotel to obtain permission to cancel. Robert called back and told me the hotel denied my request to cancel. I then called and spoke with Frank the manager and he said he would not cancel my room and that there was nothing they could do to help. They keep blaming the hotel when I never even booked with the hotel - something is not right and no one will listen to me. Please help.

  Business Response

  Date: 07/21/2023

  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 booking is non-refundable, cannot be cancelled, changed or transferred and refunds are not allowed. The Reservation Counter $16.99 USD 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. 

  Reservation Counter purchases our inventory from multiple hotel partners and suppliers under strict contracts to abide by the terms and conditions that the hotel properties have dictated for their inventory. When a reservation is finalized, payment is collected by our hotel partner who is the merchant of record. Payment is then forwarded to the hotel by virtual credit card payment immediately to secure the guaranteed prepaid room for the consumer. The hotel Hilton New Orleans Riverside collected payment for this reservation on 2023-07-18. 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. The guest advised us that the hotel had approved free cancellation, however when the supplier followed up with the hotel they were advised this was not accurate and the hotel was unable to process the cancellation for free. 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,

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

   

  Customer Answer

  Date: 07/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I spoke with multiple employees at ********************** who all told me that it was the hotel rejecting my request to cancel, not **********************. I spent several hours on the phone with both the hotel as well as **********************, and only at the end of this time the call was escalated to a manager named Frank who told me that it was **********************'s policy that they would not cancel my reservation. Then, after the phone call concluded, I received emails stating that the hotel rejected my request to cancel. I had Ester, the Front Desk Manager at the Hilton Riverside New Orleans on the phone with me telling them that the hotel does not have the discretion to accept or deny my request to cancel, that it is on **********************. Ester even said that she knows the reason they won't cancel is because they don't want to lose their commission. I am not requesting my money back, I just want the reservation cancelled but was not give the truth throughout multiple conversations with ********************** employees. Please review the two attached emails that the company sent me stating it was the hotel rejecting my request. No one would listen to me, they continued to throw up road blocks, kept telling me to call the hotel and get approval, but then would deny my request once I called back WITH THE HOTEL ON THE LINE, and never told me it was their policy until the very end of my conversation chain with Frank the manager. I wasted multiple hours on the phone and no one was giving me direction on how to handle this situation. If they would have been truthful with me upfront and told me it was their policy not to cancel the reservation, then I would have left it alone. Robert and Benjamin both told me they would cancel the reservation, then would come back on the line and tell me that I had to call the hotel to obtain approval to cancel. Please someone look into this - the business is not being truthful with their customers on the phone.
  
  
  
  Sincerely,
  
  **** ****
  

  Business Response

  Date: 07/28/2023

  To whom it may concern,

  The original terms that the customer agreed upon state that this reservation is nonrefundable. As a courtesy to the customer, we reached out to the hotel and the supplier, both of whom must agree and have he ability to override the cancellation policy in order for a refund to process, but were not successful. ********************** does not hold payments. Payment is forwarded to the hotel to hold the customers room, and if the terms of the contract state that the reservation is nonrefundable it is very possible that the hotel is unable to process a refund on their end. If the hotel cannot refund the supplier, the supplier cannot refund the guest. All parties are bound by the terms and conditions that the customer agreed to and accepted at the time of booking. 

  Please let us know if there are any other questions. 

  Regards,

  ********************** 

  Customer Answer

  Date: 07/28/2023

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

  ********************** stated in their response that the hotel is not providing approval to initiate the refund process. I actually had Ester, the Front Desk Manager from the Hilton Riverside Hotel, on the phone with me when I was speaking with Frank the manager the afternoon of July 18 granting approval to cancel, but then was told that I could not cancel because it was **********************'s policy that they would not cancel. Please see a detailed account of my experience below. I was treated as a nuisance, no one wanted to offer me help, I was continually told that I had to contact the hotel to obtain approval, and when I did I was denied any assistance to cancel my reservation.

  I called ###-###-#### at approx. 12:15 p.m. on July 18, 2023
  from phone number ###-###-####. I spoke with an agent named Robert. Robert told
  me that they could not refund my money, but that he would help me cancel the
  reservation. He then placed me on hold for a long period of time, and when he
  came back on he told me the hotel would not approve the cancelation and that I
  needed to call the hotel directly to obtain approval. I asked to speak with a supervisor.
  Norma came on the line and instructed that she could not refund my money nor
  cancel my reservation and that I needed to call the hotel directly to obtain
  approval, then call them back with the name of the hotel manager who approved
  my cancelation and that they would help me at that time. I told her that this
  was a mistake and to just cancel my reservation and she would not help me, she
  would not escalate the call and told me that no one could help me except the
  hotel directly. The call ended. I called the Hilton Riverside New Orleans hotel
  directly at approx. 12:30 p.m. (phone number ###-###-####) and spoke with Front
  Desk Manager Gabby. Gabby told me that there was nothing she could do on her
  end to cancel the reservation and that the third-party company was lying to me
  about her having the authority to cancel the reservation. I then called
  ********************** back at phone number ###-###-#### and spoke with
  Benjamin. I told Benjamin that I had spoken with Gabby at the front desk at the
  hotel to cancel. He placed me on hold, then came back on the line and told me
  he would have to call me back. He called me back approx. 20 minutes later and
  told me that the hotel did not authorize my cancelation and that I would have
  to call them back to obtain approval and then call ********************** with
  the information.
  At approx. 4:30 p.m. I called ********************** at
  ###-###-#### again and asked for someone to cancel my reservation. I did not
  get the name of the agent who answered the phone (it was a female) but she
  placed me on a long hold, upwards of 30 minutes, and came back on the line to
  tell me that she could not cancel my reservation and that the hotel was going
  to have to give approval. In the meantime, I had called Hilton Riverside New
  Orleans and asked for the Front Desk Manager. Ester came on the line, I
  explained my situation that they needed her approval to cancel the reservation,
  and Ester was gracious enough to wait on hold with me to grant approval to
  cancel the reservation. When the associate came back on the line with
  **********************, Ester told her to cancel the reservation, in which she
  said she could not, so I asked to speak with a manager. My call was transferred
  to Frank, the highest ranking manager on duty at the time. Both Ester and I
  asked for him to cancel the reservation, he then told me that **********************’s
  policy states that the room cannot be transferred or canceled upon booking and
  that I was told that at the time of the booking. I explained to him that I never
  saw the language about the hotel not being cancellable and that I needed the
  room to be cancelled because of a duplicate booking. He would not listen, I
  asked him why everyone else kept referring me back to the hotel, Ester told him
  that she was granting approval just as everyone has asked me to do, and he
  would not help us get resolution. This is a scam, the company kept telling me
  to call the hotel, would not help, and then I received two follow up emails stating
  that the hotel would not grant me the refund, contradicting what Frank had told
  me about their policy at **********************. I just wanted the truth and
  for someone to help me with a resolution, but they were unwilling and kept
  placing blame on the hotel to get rid of me. 

  
  

• Initial Complaint

  Date:07/13/2023

  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.

  - Date of transaction - July 6 2023
  - Amount - $198.69
  - The business has a phone record of promising to provide a hotel room with 1 kings size bed and a fold out couch.
  - The room that was booked only had 1 bed and no other place to sleep. The representative from 'Reservation Counter, LLC/Reservation Desk/Travel Pass' had lied to me and both the hotel and the Reservation Counter company refused to accept responsibility for the fraudulent transaction.
  - I filed a complaint with a service representative from 'Reservation Counter, LLC/Reservation Desk/Travel Pass' and waited a couple of days for an official review. Upon reviewing the phone call in which the original rep. that I had booked the room with stated that they would provide the 1 bed plus a couch they refused to accept responsibility and refused to refund my money.
  - Reservation of Itinerary No. ************* of ******* ********
  - Motel Chez Nous - Room * - **** ********* ************ | Laval, QC, H7V2V5, CA

  Business Response

  Date: 07/18/2023

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth.  ********************** 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 ********************** an independent booking service for top hotels.
  

  We have found that the customer called us on June 30, 2023 and 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 Motel Chez Nous located at **** ********* ************, Laval, Quebec, Canada, informed the caller that the reservation was for Suite room type, confirmed the dates of stay as checking in on July 06, 2023 and checking out on July 07, 2023, and informed the caller that the total price for this reservation would be CAD 198.69 which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  Cancellations made before July 05, 2023 at 06:00 PM (hotel time) qualify for a full refund. There are no refunds for no-shows, early checkouts, or cancellations made after July 05, 2023 at 06:00 PM (hotel time). 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. 

  The customer then contacted us on July 10, 2023 to advise that they were not satisfied with their room. We were not contacted at the time of check in and therefore could not assist in getting the customer a different room type if that is what the desired resolution was. Our support agents escalated this case to our Quality Assurance team who then reviewed the phone call. We did not locate an agent error and the agent confirmed the reservation as previously stated. Please let us know if there are any other questions. 

  Regards,

  Travelpass

  
  

  Customer Answer

  Date: 07/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This blanket response that has been submitted to me is a complete and utter lie. I now am requesting a submission of the recording in question dated June 30, 2023 from **********************.  At no time was the following statement ever spoken “********************** an independent booking service for top hotels”. As well I never would have agreed to one single bed as a final transaction as I specifically requested two different places to sleep for a good and repeated reason. I NEVER book for one single bed when I travel with my business partner and was repeatedly told by the agent that a bed and a fold out couch (which I settled for because of the price) was a confirmed part of the booking agreement. 

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

  Business Response

  Date: 07/21/2023

  To whom it may concern, 

  Thank you for the follow up. We understand your request for a copy of the call recording. Our recordings are only used internally and can not be shared. We do understand the customers concerns and have reached out directly with a resolution. Please let us know if there are any other questions. 

  Regards,

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

• Initial Complaint

  Date:07/11/2023

  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.

  This agency acts as an imposter website making users think they are booking directly with a hotel. ********************** fabricates URLs to look like you are booking directly from the company.
  
  There is no indication that the reservation cannot be modified until they send you the confirmation email. When calling you must wait a very long time only to be greeted by rude customer service agents. I asked for documentation indicating that I acknowledged the reservation could not be modified or cancelled when I booked. They could NOT provide it. Instead kept referring me to the confirmation email, which came AFTER booking. I travel for work so I never book reservations that cannot be modified.
  
  When I called I simply asked if I could at least change the last night of my 5-day stay, to which they replied no. I wasn't even asking for a refund.

  Business Response

  Date: 07/18/2023

  To whom it may concern, 

  The information provided is not yielding search results in our system. We'd be happy to look into this case further, but would need the customers itinerary number or the email address and phone number attached to the booking. We look forward to receiving this information.

  Regards, 

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

• Initial Complaint

  Date:07/10/2023

  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 mistakenly made a hotel reservation at One ************** in *******. Recognizing my mistake, I cancelled using the cancellation option the website and the email provided by the Reservation Counter. I was to check in on 6/28/2023 and check out on 7/1/2023. This mistake was caught and corrected on 6/21, literally an hour after I made the reservation. I called customer service to explain the situation. The customer agent told me in order to process a refund, I need to get an official cancellation from Marriott. Multiple agents told me this. After multiple attempts of getting this as ******** told me the 3rd party had to reach out (& Reservation Counter did not do that). I got 2-3 confirmation from managers and front desk step of cancellation. I forwarded these emails to Reservation Counter only for them to tell me their hotel partner did not agree to refund. I am confused as to who these partners are as the Marriott agreeed to cancel and even waived the cancellation fee on a multiple occasions. This was done over 2 week period where the Reservation Counter staff (I talked to at least 5 of them) all told me to get the written cancellation and they will process the refund.

  Business Response

  Date: 07/17/2023

  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: 

  Each room in this reservation is subject to the following cancellation policy: This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Counter $16.99 USD 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.

  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 supplier 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 2023-06-20. 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 advised the customer of this so the initial hotel approval could be obtained. Hotel approval does not guarantee that the supplier will ***** a refund, it is only the first step in that process. Unfortunately, the supplier denied the refund due to the cancellation policy agreed upon at the time of booking. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com