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:07/03/2023

  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.

  07-03-2023 $398.95 Reservation Counter.com ************ made me believe they were the holiday inn. I was on the holiday inn website and when I booked the reservation I somehow booked through there website. I am a rewards member and was attempting to book through the company. When I realized I booked through the third party I tried calling and was told many reasons on why I couldn't cancel or I would be charged full price and get no money back. This is very deceiving and I know why they do this is to cheat people our of their money thinking they are on the hotel site when in fact you are not. They probably get a lot of people to book through them because they are misleading people they claim it is their strict policy but what I think is they willing know they are tricking people and when the people book and realize they say we can not do anything about it. Someone should really do something about this because it is not right for us to think you are on the hotel website booking and they are able to intercept that reservation. I was throughly disgusted. I do not book through third parties ever. I now wonder if they will trying to extort more money from the card used. I called them a few minutes later to find the person I talked to tell me if I canceled the reservation I would be charged the length of ******* anyway and why would you do this? You are only hurting yourself. I was tricked and I do not like that and I feel this is so deceitful. The business did not do anything to help or anything. I expressed my concerns and he basically told me well that is your problem. Many people call this a scam through many reviews and I hope some one will stop this. I have read there responses and they say the same thing over and over to each issue. You have to click on the ad. I clicked on nothing but the website and they should not be able to have a website just like the hotels and take people from the hotel website.My reservation #R304563183

  Business Response

  Date: 07/05/2023

  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: 
  

  This ******************** is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Counter $15.99 CAD 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 reservation was booked on the day it was to be used, therefore the hotel was not willing to process a refund. We understand the customers frustration, however we are bound to the terms and conditions agreed upon at the time of booking. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:06/28/2023

  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.

  on June 23rd I tried to book a room at log cabins, I called the number listed on website, the lady said none were available but could book ** at *************************************************, I asked is that near *********************. & she said yes. After trying to find the address {*************************.} we went to log ************* had rooms. I tried to get my refund but they said I'm on tape agreeing but I didn't know it was *********. Please help me get my refund. Thank You.

  Business Response

  Date: 07/03/2023

  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 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 ***************************************************** the caller that the reservation was for Room, 1 King **** *** Smoking room type, confirmed the dates of stay as checking in on 2023-06-23 and checking out on 2023-06-25, and informed the caller that the total price for this reservation would be $205.84 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  This reservation is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Counter $15.99 USD 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

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20250442
  
  I am rejecting this response  because: I would like the BBB to listen to the recording.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/28/2023

  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.

  We called Reservation desk (representing ******************* at *******************************.) on Tuesday June 6th, 2023. I was making a reservation for 2 nights because my husband was having surgery at ********** in July. The date was for the 6 & 7th of July. I never received a confirmation email but they gave me a confirmation number over the phone.Confirmation number was *************. They said the reservation was non refundable & they were taking the money out of my husbands credit card immediately. Kind of thought it strange but since I have never made a hotel reservation in a city for many years I thought maybe this was normal. Unfortunately, the next day my husbands doctors office sent my husband an email saying his surgery date was moved a head by a week. So I called the hotels reservation centre again & I asked if we could change the date of the reservation since his surgery date was changed. They said no ************ assured me that my husbands credit card would not be charged again. I said it wasnt a cancellation but a date changed. Confirmation number was *********. Because the person I was talking to only did reservations he put me through to another person that cancelled the previous date. I explained the whole story again & he cancelled that reservation. Then he put me on hold & came back on the phone & told me he couldnt refund my previous reservation. This is an unfair practice because it was a date change & not a cancellation. We felt manipulated & lied too. We are pensioners on fixed income and feel this is very poor practice since it was a change and not a cancellation.

  Business Response

  Date: 07/03/2023

  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 called us on June 6, 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 ******************* located at *******************************************************************, informed the caller that the reservation was for Deluxe King room type, confirmed the dates of stay as checking in on 2023-07-06 and checking out on 2023-07-08, and informed the caller that the total price for this reservation would be $723.19 CAD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  This reservation is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Desk $15.99 CAD 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 called us on June 7th, 2023 and advised they needed a reservation for different dates because the dates of their surgery had changed. The agent advised that they could not make changes to the booking, but could reserve the dates the customer needed and then send them to support for further assistance. The customer agreed to this and made a new booking for the dates they were requesting. The call was then transferred to support and the agent reviewed the customers case. The agent advised the guest that the booking was nonrefundable and they were unable to cancel the booking due to the cancellation policy. The customer used foul language and hung up on the agent. 

  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 ******************* collected payment for this reservation on 2023-06-06. 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.
  
  As a courtesy, we did reach out to the hotel to see if a refund would be possible. We were advised that they were unable to process a refund. Due to this information, our supplier was also unable to assist in the refund process. We understand that this is upsetting to the customer. 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: 07/04/2023

   
  Complaint: 20247865
  
  I am rejecting this response because:

  At the time of the second booking the agent informed my wife that changing the booking shouldn't be a problem, that is why we proceeded with the second booking. This was not a cancellation request but simply a change of date and therefore we should not have been charged for the second booking.

  
  Sincerely,
  
  ***** And *******************

• Initial Complaint

  Date:06/23/2023

  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 made a hotel reservation at Reservationcounter.com on-line for ********** ****** ** ******** ****** There was a pop-up page on reservationcounter.com that appeared that stated that there was a 30 minute grace period for cancellations; otherwise the reservation was non-refundable. Also, the taxes and fees were not readily disclosed. I made the reservation on March 5, 2023 at 10:15 pm. When I received the confirmation email it was $234 dollars more (because of the fees/taxes) than was stated. I immediately cancelled the reservation on March 5 at 10:18 pm (Please see email- date/time attached).
  When I received my credit card statement there was no credit for the cancellation. I called the company to question why there is no refund and was told someone would contact me. I received an email back from the company on Saturday April 1st stating there would be no refund. I called again and was given the round around. I asked to speak to a manager and they refused my request.
  I also attempted to dispute the charge with my credit card company. I was told because I didn't take a screen shot of the pop-up page that said I had 30 minutes to cancel when I was making the reservation, that they could not help me.
  This company is shady and disingenuous at best. I have been making travel reservations for years and have never experienced such terrible customer service. I spent over $1000.00 for a 3 minute reservation and did not even stay at the hotel. I will not be giving either company my business again, and will tell family, friends, and coworkers not to use this company either.

  Business Response

  Date: 06/28/2023

  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 reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Counter $15.99 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. Cancellation policies go into effect the moment the reservation is booked. The customer then went online and
  canceled the booking.  When canceling a
  reservation online, a customer is again advised of the cancelation policy and
  must accept the terms and conditions in order to process their
  cancellation.  The customer again
  acknowledged and agreed to the nonrefundable cancellation policy.
  
  We do not have a pop-up on our website that states otherwise. We're sorry to hear of any confusion. Our notes do indicate that the customer contacted us to request a refund for the cancellation. We did reach out to our supplier to make this request on behalf of the customer, however the request was denied 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

  Customer Answer

  Date: 06/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  This business was very disingenuous and shady in stating how much taxes and fees are upfront,  I also find it upsetting that they wanted a screen shot of the caveat that stated there was a 30 minute window to cancel the reservation, but are now stating there is no such thing.  There is a reason why this company has an "F" rating with the BBB.  I also note there are several complaints against this company which have been resolved with a reason with the customer being refunded.  Clearly there is a pattern here of customers being conned.  I want my money back.

  
  
  Sincerely,
  
  
  
  Lisa A*****

• Initial Complaint

  Date:06/15/2023

  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.

  On June 13 I attempted to make online reservations. I thought I was booking online directly with the hotel. I was rerouted to ResverationCounter.com without knowing. I agreed to pay $510.40 in total for a two-day stay arriving on August 4 and departing on August 6. I was billed two transactions $16.99 fee plus $757.02. $246.62 taxes and fees. Multiple times, I called 3 customer service numbers, *****************-308-4415, and ***********, to request an explanation of $246.62 in taxes and fees. Only to be left on hold for twenty-minute time periods or longer. I requested a refund online. I received a response of unable to cancel.I called 3 customer service numbers, *****************-308-4415, and ***********, to request a refund. I was told it was NONREFUNDABLE. The cancellation policy states if I do not check in to the hotel on the first day of my reservation, and do not alert the hotel in advance. I have been trying to alert you in advance and request a full refund before August 4. ResverationCounter.com is a SCAM!

  Business Response

  Date: 06/21/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. Our records do not indicate any inbound calls to support from this customer. It appears they've been working with our supplier on the issue but they were unable to get it resolved. We reached out to the hotel today and started the process of a refund request for the customer. We are still working with the hotel and supplier in this request, but as soon as we have a final resolution for the guest we will provide further follow up.

  Please let us know if there are any other questions. 

  Regards,

  ResservationCounter.com

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20191188
  
  I am rejecting this response because:
  Who is the supplier?  Who is the hotel? How do I contact the supplier and hotel? 

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

  Business Response

  Date: 06/27/2023

  To whom it may concern, 

  Our contracts do not allow us to provide supplier information, but the hotel is as follows:
  
  Name:****************************************
  Address:*******************************************************************
  Phone Number:***********

  We have confirmed that the supplier processed a refund for this customer and a follow up email has been sent to them directly with their refund details. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:06/15/2023

  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 made a reservation *** NO CANCEL I made it based on parking for my car while I go on the cruise. ******* called hotel while on. Line w me and said its $8 a day. Wat he didnt check was that after July there is no more cruise parking and parking ends in July but my cruise is in September They refuse to give me my money back of $323 The reservation is for sept 16th checking out 17th. Their number is **************

  Business Response

  Date: 06/21/2023

  To whom it may concern, 

  We have reached out to this guest to give further options about their reservation. As soon as we hear back from them, we will be able to provide further information on this matter.

  Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20191029
  
  I am rejecting this response because:
  Im

  disabled and cannot go to another parking lot w all luggage and then get a shuttle.  I need a hotel that provides all inclusive services.  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/30/2023

  To whom it may concern, 

  We understand that the offered parking options will not work for this guest. We have worked with our supplier and the hotel and were able to reach an agreement with all parties. The reservation is now cancelled with a full refund. Refund details have been emailed to the guest directly. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:06/13/2023

  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.

  Yesterday I was trying to make a reservation through Hilton Honors on line site. We had success with our first reservation but when trying to set up our ****** reservation, we ran into a problem with the site. After several attempts we used a phone number that we thought was a Hilton number for reservations. The first thing I mentioned to the agent was we were having problems with the Hilton site and was there difficulty at her end. She had a heavy accent and spoke rather quickly so I asked her to please clarify on several occasions. I was looking to book the Hampton Inn at the seaport for 1 night. As a Hilton Honors member, I asked about using points and was told this reservation was a special discount that points could not be used. She never mentioned to me that I was not on a Hilton site or that this was not a refundable reservation. I was not made aware of a booking fee by a third party. At my age I would never book a reservation I could not cancel without penalty. ****** has been so reliable in that way. It was only when I received my email that I felt I had been misled and realized it was a company called ReservationDesk with whom I spoke. This morning, less than 24 hours later, we decided we needed to be at ****************** to make our trip easier so I called to cancel and was told there would be a cancellation fee of $432.18. I had a choice of cancelling and paying this ridiculous charge or I could dispute it and wait to see if they would give me my money back based on my taped conversation with the agent. We cancelled and told them we would file a complaint with the BBB and also let ****** know what had occurred. The total charges were applied to our Amex account within 5 minutes of making the reservations which were for September. We believe this company acted in a misleading manner and represented themselves as being part of the Hilton franchise.We expect them to fully refund our money.Thank you for your assistance.************************* and ***********************

  Business Response

  Date: 06/20/2023

  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 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 Queen **** with ************************ type, confirmed the dates of stay as checking in on 2023-09-09 and checking out on 2023-09-10, and informed the caller that the total price for this reservation would be $539.18 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  Each room in this reservation is subject to the following cancellation policy: This booking is subject to a ****** USD change or cancellation fee. Bookings cancelled after 09/08/2023, 11:59 PM (*******/********) are non-refundable. There is no refund for no-shows or early checkouts. The Reservation Desk $15.99 USD 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,

  ReservationDesk.com

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20179096
  
  I am rejecting this response because: My complaint is that at no time did ReservationDesk clarify to me that I was not speaking with Hilton Honors and when I asked to use ********* to book the reservation, why didnt they make it clear to me that this was not a Hilton Honors representative and that is why it wasnt possible. I admit to not always hearing correctly and I did have difficulty understanding the agent which I mentioned in conversation. I heard that after September 9th the reservation was not refundable and therefore believed I could make changes prior to that date. All the information concerning the room, address of hotel, date of service were correctly relayed and agreed upon. That is correct. Was it wrong for me to want to use *********? Would someone living on social security and a navy pension intentionally book a room with a penalty that costly? What would ReservationDesk lose by clarifying the matter and knowing I had been misled, allowed me to rebook.
  
  Sincerely, 
  
  ************************* West

• Initial Complaint

  Date:06/13/2023

  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 attempted to make a hotel reservation with a hotel directly, and was caught by a website purporting to be be that business. This business, Reservation Counter, was cited in 2017 for exactly this scam and settled. The website was highly deceptive, and when I called they did not properly inform me that I was dealing with a third party reseller. They even managed to spell my name wrong on the reservation. I called the hotel, and they said that all resellers they deal with forward payment credentials directly to the hotel for processing. Any fees are handled separately. Credit card company has been contacted. Next is FTC, and then **** AG for a suspicious activity report. The hotel has no matching reservation, and will reject it if it comes in. Any advice on how to proceed would be greatly appreciated. Best.

  Business Response

  Date: 06/15/2023

  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.

  ReservationCounter.com purchases our inventory from multiple hotel partners and suppliers under strict contracts to abide by the terms and conditions that the hotel properties have dictated for their inventory. When a reservation is finalized, payment is collected by our hotel partner who is the merchant of record. Payment is then forwarded to the hotel by virtual credit card payment immediately to secure the guaranteed prepaid room for the consumer. 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 customer contacted ** shortly after this was booked and our agent contacted the hotel and supplier. A full refund has been approved and processed for this guest. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:06/08/2023

  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.

  They tricked me into believing they were representatives of ****************. I was told I would get 2 comp'd nights when paying for 1 night. I asked 3 times and each time was told yes. When I tried to cancel it within 10 minutes they said no refund no cancellations

  Business Response

  Date: 06/09/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. Our finance office is currently working on processing a full refund for this guest. The customer should receive a follow up email about that shortly. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:06/06/2023

  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 was 05/30/23 ********* is Holiday Inn Express in *********, ** Phone # is ************.I had booked a room a few months ago for 1 night 3 guests.total price was $174.On 05/30,I could not find my confirmation number so I looked up on line and I saw a number that I thought was direct to the hotel.They answered the phone reservation Counter so I thought it was the right place.when I said I could not find my confirming number,they said no problem.They looked up my name and phone number and came back saying no such room was booked.I was in a panic and they said I still can book a room for that date.When they gave me the total price,It seemed high but what can I do now.When I booked a few months ago,I did not need a deposit and now they need the whole amount.I thought the original price was around $174 and now they wanted $239.What can I do at this point so I said go ahead and book the room.Then they told there was a no refund policy and I agreed.They took my money out and that was that.A few hours later,I found the confirmation number and looked up the hotel number again and the man said he had no room under that number.Then I said was I talking to the hotel and he said no.They are an agent called reservation.com.When I asked him did he call originally when I called and checked the hotel direct,he said no,that they their policy is not to call them!That is some customer policy they have.They said I would have to wait a few days to have a committee investigate to get my money back.They came back in a few days and said do to that I knew of the no cancelation policy they would not give anything back!it was a few hours difference.I called the front desk at the hotel and asked if I could cancel with them and they said yes.I said I would call them back.I went on line to reservation.com to see if I can book a room and now the rooms were sold out.They booked their rooms for that day,got their money and now would not give me a dime!!

  Business Response

  Date: 06/08/2023

  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 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 Standard Room, 2 Queen ***** ********** (Communication, ********** Tub room type, confirmed the dates of stay as checking in on 2023-06-14 and checking out on 2023-06-15, and informed the caller that the total price for this reservation would be $239.02 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  This reservation is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Counter $15.99 USD 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 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. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20152356
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/08/2023

  When I spoke to the man who answered the phone, he said reservation counter.That was it.Not the rest of "a third party company".If I heard that,I would have asked more questions about my reservation and found out that he was not the hotel but an agent.Very deceiving to the general public.I am sure that reservation.com is not going to go bankrupt about giving back some of the money since they never called the hotel in the beginning.