Business Profile

Hotel Reservation

Reservation Counter, LLC

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Important information

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

Complaints

Name: Reservation Counter, LLC
Address: 4700 W Daybreak Pkwy Ste 100N, South Jordan, UT, 84009-5130, USA
Telephone: (833) 372-5455

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

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.
Reservationscounter.com I booked a hotel room through a link provided by a university hosting an event. On the link, you are led to believe that you are booking directly with the hotel, so I booked my hotel room.I needed to modify my reservation and when I called the hotel to do so, they said they could not modify it because it was booked through a third party, which I was not aware of. The link looked like it was the hotel website.So, I called the 800 number for Reservations Counter and after sitting on hold for quite a while, I got connected to someone who said she could not modify my reservation. I asked to speak with a manager, who told me that basically no one on this planet can modify the reservation. Either I cancel and rebook or I am paying for the 3 additional nights I do not need. I cannot cancel the reservation because the hotel is sold out on one of my nights I am there, so I would lose my ability to stay at this hotel that night. The representatives on this call were extremely rude and unwilling to help or offer alternatives. It seems like a scam to me, to act as a hotel website for people to book, send a confirmation email as the hotel, and then refuse to modify a booking. I am basically stuck paying 3 nights in a hotel that I won't be there.This company needs to be reported (as I see it has been many, many times) and stopped. They are continually scamming customers and taking hard earned money.
Business Response
Date: 06/08/2023
To whom it may concern,
Thank you for the opportunity to review this case in depth. 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 06/06/2023, 11:59 PM (*******/*******) are fully refundable. Bookings cancelled after 06/06/2023, 11:59 PM (*******/*******) are subject to a fee of 1 night's room and tax. There is no refund for no-shows, early checkouts, or cancellations after 06/08/2023, 10:00 AM (*******/*******). 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.
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 2023-04-21. Our company does not store credit card information or hold payments.
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: 06/08/2023

Complaint: 20152320

I am rejecting this response because: There is nothing about adjusting the reservation. I did not wish to cancel the reservation, just adjust the days. They refused to adjust it and my only option was to cancel and rebook or pay for 3 extra days I will not be using. I could not cancel because the hotel is sold out one night and if I cancel, I lose my ability to stay at this hotel, which is where all of our conference staff is staying. There is nothing in the terms about this and it is misleading and it's a scam.

I want a refund for the $450 I am out for 3 days in a hotel I am not staying. I am checking in tomorrow and out on Monday. My reservation is for tonight and out next Wednesday. However, if I want to keep my room I have to check in over the phone tonight, pay for a room I won't be in, check out on Monday and pay for two additional nights.

I do not accept their response and I do not appreciate that their customer service department was so rude and unwilling to help. There should be some way to adjust a reservation, even if there is a fee associated with it such as the $15 they indicated for cancelling within the time frame.

Sincerely,

*******************************
Initial Complaint
Date:06/05/2023
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 May 3, 2023 I booked a Hotel Room at ******* by ******* in *********** ******** confirmed by #************* through Reservationcounter.com. It was not disclosed that the Hotel had multiple facilities closed due to pipes freezing in December 2022. The hotel General Manager called me from ************ and said she would refund 100% of my room costs BUT she couldn't because I had booked through a third party. Four times I have contacted Reservationcounter since then but they have not responded. All I need is a call to the Hotel on ********************* by these people and confirmation via email that my money is being returned as promised.
Business Response
Date: 06/08/2023
To whom it may concern,
Thank you for the opportunity to review this case in depth. Our records don't show that this customer has contacted us after the date of booking. Upon contacting the hotel today, we were advised that the hotel was offering refunds to guests who opted to not stay at the property because their pool and hot tub were out of order due to pipe damage. The hotel was offering refunds to guests who decided to go somewhere else. The hotel advised us that this reservation was not refunded and that the customer checked in on May 3rd and checked out on May 4th as booked. In this case, no refund has been processed or approved. Please let us know if there are any other questions.
Regards,
ReservationCounter.com
Customer Answer
Date: 06/08/2023

Complaint: 20147165

I am rejecting this response because: WE DID NOT know there was no pool or hot tub available at the hotel due to a PIPE-freeze THAT HAPPENED 5 months before OR WE NEVER WOULD HAVE BOOKED THE ROOM IN THE FIRST PLACE. I have five pages of printed off reservation confirmation email from RESERVATIONCOUNTER.com and that bit of vital information is not in any of the text. Their position, as I understand it, is that I could have driven from ******** to *********** and then AFTER I arrived, rejected the room to get a refund? Besides the obvious fact that one of us does not understand the concept of the term "Reservation", this firm seems to be saying that it is the hotels fault I didn't know the true facts and the hotel is saying that they can't do anything as it was the booking agencies responsibility to inform me. IF ever I needed the BBB to sort something out for me, this is the time. .

Sincerely,

*****************
Business Response
Date: 06/12/2023
To whom it may concern,
Our company relies solely upon hotels to provide these kinds of updates for their third party listings. Our system pulls updates regularly, these kinds of updates are not made manually. Had we been given this information, the system would have included it and it would be visible on the hotel listing. Unfortunately, it does not seem this information had been provided to us.
As a courtesy, the hotel was contacted to see if they'd be able or willing to process any sort of refund or compensation. Unfortunately, they were unable to do so. The hotel has collected in full for the booking and we are not holding any payment. We are unable to provide a refund in this case. Please let us know if there are any other questions.
Regards,
ReservationCounter.com
Customer Answer
Date: 06/13/2023

Complaint: 20147165

I am rejecting this response because: THIS does not make sense. THE ***** MANAGER at the Hotel in *********** ******** where I booked (THROUGH this company) said all she needed was verification that I was not informed about the frozen pipes which crippled their amenities to get a full refund since I never would have booked there had I known. That VERIFICATION that neither they nor this booking service provided me with that information was just confirmed. Therefore, I do not believe that this Company contacted the correct General Manager in the Wyndam Organization. Who did they contact? It wasn't the right person or this matter would be resolved and we could both relax!!!

. Sincerely,

*****************
Business Response
Date: 06/20/2023
To whom it may concern,
If the customer can provide us with the name of the person they'd like us to speak with about this matter, we'd be happy to follow up with them directly.
Regards,
ReservationCounter.com
Customer Answer
Date: 06/22/2023

Complaint: 20147165

I am rejecting this response because: The person I talked to was the GENERAL Manager of the Hotel in which I was booked.by ReservationwCounter.com. I did not write down the Ladies name at the time. But the phone number is **************. I fervently hope this we can move ahead now. Thanks. ***

Sincerely,

*****************
Business Response
Date: 06/28/2023
To whom it may concern,
Thank you for the opportunity to follow up on this case. We made several calls to the hotel and located the manager who spoke with this guest and she agreed to process a refund. Our supplier has also approved the refund and it has been processed today, 6/28/2023. A follow up email with the refund details has been sent to the guest directly. Please let us know if there are any other questions.
Regards,
ReservationCounter.com
Customer Answer
Date: 06/28/2023

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. It is only through the BBB that this resolution was achieved as it is obvious that Reservationcounter was stalling and trying to make this as difficult as possible for me hoping I would not follow through as they had the contact information from day one. I learned a great deal from the experience and will share it with all the **** members so they can avoid the same. Thanks to you.

Sincerely,

*****************
Initial Complaint
Date:06/05/2023
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.
What Reservation Counter advertises on their URL Address: ReservationCounter.com | *********** +24/7 Support ************************************** 44K+ ******** followers AdOfficial Site. *********** Today. No Change or Cancellation Fees. Independent, ************* and Excellent Support Our Guaranteed ****************** Friendly Booking 24/7 Booking Check Rates/Availability What happened to me: About two weeks I was trying to book a reservation at the **************** in *********, *********. However, when I called what I thought was a direct connection, I reached Reservation Counter. The agent there could not find the rate that I had previously found for the Grand Stay but switched me to the ******** in *********. Interestingly, within minutes of making the ******** reservation, I was able to find the original rates at the Grand Stay and booked my room there. I immediately cancelled my ******** reservation. However, subsequently it was brought to my attention that such reservation was non refundable (guess at 79, I am hard of hearing).Seems like it's false advertising and bate and switch.I am out $797.12.I have previously attempted to settle this matter with Reservation Counter but the company is numb to my complaint and has never reconciled their advertising with how they have treated me. Transaction date: 5/18/2023 Itinerary Number: *************
Business Response
Date: 06/07/2023
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 Room, 1 King **** *** Smoking, City View room type, confirmed the dates of stay as checking in on 2023-06-20 and checking out on 2023-06-22, and informed the caller that the total price for this reservation would be $813.11 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.
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:06/05/2023
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 called the Reservation Counter ( thinking it was the hotel) on 5/28/2023 and booked a reservation for 2 nights 6/22-6/24 at the ************************** **. The total was $660 plus a service charge of $15. The agent stated that I had until 6/21/2023 to cancel and receive full refund. A few days later I called the hotel in ** to confirm my reservation and they could not find it in any type of system search. I then thought this was a scam and canceled my reservation by calling back to reservation counter. The agent confirmed my cancellation policy and stated its good before 6/21/2023 and I would receive my refund within 3 to 7 days. I received the cancellation email on 6/1/2023 . I received a payment of $152 on 6/2/2023 and just noticed it in my account. I was informed that I would receive all my money. This is a terrible way to treat a customer. Im retired and also retired veteran and I cant afford to just pay for services that I dont receive. This is a BIG trick.
Business Response
Date: 06/07/2023
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 One-Bedroom ******************** Accessible room type, confirmed the dates of stay as checking in on 2023-06-22 and checking out on 2023-06-24, and informed the caller that the total price for this reservation would be $676.53 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 06/21/2023, 11:59 PM (*******/********) are 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.
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.
A partial refund has been issued to the guest in accordance with the cancellation policy. Our records indicate that the customer contacted ** to request a full refund and we reviewed their reservation call for any errors. At no point was a full refund guaranteed. 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 you have any other questions.
Regards,
ReservationCounter.com

Customer Answer
Date: 06/07/2023

Complaint: 20143384

I am rejecting this response because: when I originally reserved the room at this hotel that agent (HE) MENTIONED the cancellation policy but DID NOT READ it nor mentioned the booking fee. When I call a few days later requesting my full refund thats when SHE (a different person) read the cancellation policy to include the booking fee. One I thought this was the reservation agent at the hotel and two how do you charge over 95% cost of the room as a booking fee. I have rented houses. Hotels Cars and several things in the last 40 years and I never seen anything like this. I only cancelled the room TWO day or so after I reserved it only because when I called the Hotel they could not find my name or the information provided to as having a reservation. So I thought I was SCAMMED and cancelled. I could maybe see if I had to pay a one room charge but having to pay a $508 booking fee for a total room cost of $660 and Maybe if I cancelled the room a week before my arrival date but it was done a few days later only for the reason I mentioned above.

Sincerely,

*********************
Initial Complaint
Date:05/31/2023
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.
On May 19, 2023, I took to the internet to book a hotel room in *******, **, and wound up on a website that I thought was Hampton Inn but turned out being the website for Reservation Counter. In my opinion, this website is designed to make the unwitting customer think he/she has landed on the Hampton Inn website and that Reservation Counter is the parent company. Once on the site, I called the phone number shown *************) because I wanted to make sure this location was the nearest Hampton Inn location to the downtown ******* convention center- the ***********************************************************. When I posed this question to the company representative, she replied unequivocally, yes, this is the nearest Hampton Inn to that location. I predicated my decision to make this reservation (itinerary number **********) on this specious information. I'm sure there is a phone transcript to verify this conversation. When I contacted the company the very same day to cancel this and other reservations that I was charged for (Itinerary number R4217646804 and ***********), I was informed that it was against their company's policy. If a customer calls a ********************** booking site about the location of a property it is representing, that company's employee should not be allowed to give blatantly false information, as was the case in this situation. That information was deceptive and I am convince was done to keep me from leaving the website. I should be refunded for hotel booking fees of $19.99 and $17.99 and other charges of $319.20, $149.63 and $161.42.
Business Response
Date: 06/05/2023
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 booking is non-refundable, cannot be cancelled, changed or transferred and refunds are not allowed.
These terms and conditions must be acknowledged and agreed to before the booking can be finalized. We are contractually bound to adhere 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:05/30/2023
Type:Product Issues
Status:
UnansweredMore 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 went to a HILTON GARDEN INN website to make a hotel reservation, I did not realize I was not in the hotel's reservation site. I made a reservation that ended up being through ReservationCounter.com. I have found out I cannot make the reservation and have asked them to cancel my reservation(this is a month ahead of time). They told me I cannot cancel my reservation unless I give them medical proof I cannot make it(I am short handed due to an employee being out for extended time) I contacted the hotel they said this is not correct they should be able to cancel this for me. I do not know what else to do. I have filed a dispute through my visa card. They told me it might be a good idea to file with better business also because this sounds like a scam.
Initial Complaint
Date:05/30/2023
Type:Product Issues
Status:
UnansweredMore 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 booked a King room type online it came back confirming a 2 double room. I called right away and was on hold for an hour. spoke to two people and all they say is there is a cancellation policy and they cannot modify the reservation. I am not sure why when I booked the King room. The should adjust it for me. It is a simple change that they are not willing to make. Not sure why?
Initial Complaint
Date:05/29/2023
Type:Product Issues
Status:
UnresolvedMore 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 5/24/23 I thought I was calling the Hampton Inn Frostburg MD. The person answering the phone spoke so fast and such pour English that I could not understand them. I ask to book a room at the Hampton for July 21 and 22. When he told me the price I ask if they had a better rate for seniors or veterans. He gave me a better rate, but I did not know it was a non-cancellable reservation. He sent me a text and e-mail at the exact same moment 9:02 PM. When I opened the e-mail the dates were for June 21 and 22. I called back and told the lady who answered the phone that they made a mistake. She put me through to the help desk. They refused to correct the mistake and told me it was a no cancel reservation. i filed a complaint with them and with Hilton. Neither of them will do a thing. I have asked that they check their recordings for quality to confirm that this is their mistake. They simply say it is my mistake. Itinerary #***********. I would like this reservation cancelled and a credit issued to my credit card. I was not given any chance to review the booking before they made it.
Business Response
Date: 06/01/2023
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 200,000 hotels worldwide. We are required to adhere
to strict guidelines set by the FTC and are in direct compliance in our
business practices. When a customer
searches for a hotel online, they will return multiple results including
advertisements from third-party reservation companies. The customer would have had to click on one
of our ads or call our inbound call center to be directed to our company.
We have reviewed the call
recording and found that the agent answered the call by identifying as a
representative of ReservationCounter.com an independent booking service for top
hotels.
We have found that the customer
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
Hampton Inn Frostburg located at ***** *** ******* ***** ** Sw, Frostburg, MD, informed the caller that the reservation was for
2 Queen Beds Nonsmoking room type, confirmed the dates of stay as checking in on 2023-06-21 and
checking out on 2023-06-23, and informed the caller that the total price for this
reservation would be $360.27 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 311.53 USD change or cancellation fee. There is no refund for no-shows, early checkouts, or cancellations after 06/21/2023, 10:00 AM (America/New York). 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: 06/01/2023

Complaint: ********

I am rejecting this response because: I did not request 6/21/23 or 6/22/23 as my reservation dates. The dates I requested were 7/21/23 and 7/22/23. The gentleman I spoke to was not able to communicate in English that I could understand. I was sent a e-mail and text at exactly the same moment to confirm the reservation without any opportunity to confirm the information as correct. I called back within two moments to correct but they refused. If they say that I ask for the dates of 6/21 and 6/23 then let them produce the recording of the reservation they say I made by mistake. The confirmation I received states: Make sure this cancellation policy works for you. How can I do that if I can't make any changes to it? Why are they giving me such a hard time when I remade the reservation with them for the 7/21/23 and 7/22/23 dates?

Sincerely,

**** *****
Business Response
Date: 06/06/2023
To whom it may concern,
Reservation Counter purchases our inventory from multiple hotel partners and suppliers under strict contracts to abide by the terms and conditions that the hotel properties have dictated for their inventory. When a reservation is finalized, payment is collected by our hotel partner who is the merchant of record. Payment is then forwarded to the hotel by virtual credit card payment immediately to secure the guaranteed prepaid room for the consumer. The hotel Hampton Inn Frostburg collected payment for this reservation on 2023-05-24. 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 have reached out to the hotel and to our supplier to make a refund request. Unfortunately, our requests were denied. 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: 06/08/2023

Complaint: ********

I am rejecting this response because: The mistake was on the part of the booking agent. I should not be held liable for their mistake. They say the mistake was mine, then have them produce the recording they say they listened to blame me for the error. This is a reasonable request. They have indicated the call was recorded for quality. No,refund or cancellation after 6/21/23. I was in contact with them on 5/24/03.

Sincerely,

**** *****
Business Response
Date: 06/09/2023
To whom it may concern,
As previously stated, 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 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 Hampton Inn Frostburg located at ***** *** ******* ***** ** Sw, Frostburg, MD, informed the caller that the reservation was for 2 Queen Beds Nonsmoking room type, confirmed the dates of stay as checking in on 2023-06-21 and checking out on 2023-06-23, and informed the caller that the total price for this reservation would be $360.27 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 311.53 USD change or cancellation fee. There is no refund for no-shows, early checkouts, or cancellations after 06/21/2023, 10:00 AM (America/New York). 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: 06/12/2023

Complaint: ********

I am rejecting this response because: The agent had such a heavy accent that I could not understand him. It is common to give a confirmation with the chance to review the reservation. Verbally stating something should not be considered binding. They say they reviewed the recording, then let them supply a copy of the recording. I did not request June 21 and 22 as my reservation dates. Simply supply the information requested and the truth will prevail.

Sincerely,

**** *****
Business Response
Date: 06/13/2023
To whom it may concern,
Thank you for your response and continued patience. We understand the customers request for a copy of the call recording. Our recordings are only used internally and cannot be shared. We want our customers to have the best experience possible, so these calls are regularly reviewed for quality. We do apologize for any inconvenience this may pose, but rest assured that the call was reviewed and the specific concern was addressed.
Please let us know if there are any other questions.
Regards,
ReservationCounter.com
Business Response
Date: 06/20/2023
To whom it may concern,
The guest requested July 21 and 22, and the agent repeated back June 21 and 22, to which the customer stated this was correct. The agent asked for clarification with the dates and the customer stated that June 21 and 22 was correct. These were the dates used throughout the remainder of the call.
Regards,
ReservationCounter.com
Customer Answer
Date: 06/22/2023

Complaint: ********

I am rejecting this response because: They admit that I requested July 21 and July 22. I could not understand the agent when he spoke. I should have been given the opportunity to review the reservation in writing and make any corrections needed. The agent spoke so fast with no punctuation that it was impossible to understand. If I requested July 21 and 22 Why would I agree to June dates. This is clearly the fault of the booking agent.

Sincerely,

**** *****
Initial Complaint
Date:05/26/2023
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.
I made a reservation on Saturday May 20th for May 28th for one night at Tru by ****** in Senneca **. I read the cancellation policy and it said nothing about changing reservation dates. It only said cancellations are not accepted. I call this morning and was told I can not change the reservation without being charged for a 2nd day because they have to cancel the first reservation and book a new one so it is considered a cancellation. I only need to move the reservation by one day. I thought I was making the reservation with the hotel originally. I was told by the hotel that they would do this for me if I had made the reservation with them. If the hotel would not charge you for the change then this company is scamming customers. I would never use this website again.
Business Response
Date: 05/31/2023
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. This booking is prepaid, so the rate is guaranteed only for the dates selected. Changing the dates would cause a change to the rate, which we are unable to modify. Prepaid, nonrefundable rates cannot be changed or cancelled. Please let us know if there are any other questions.
Regards,
ReservationCounter.com
Customer Answer
Date: 05/31/2023

Complaint: 20108265

I am rejecting this response because:
No where on the cancellation agreement does it state that changes in dates is considered a cancellation and rebooking.

Sincerely,

****************************
Initial Complaint
Date:05/23/2023
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 was checking my existing reservation with ****** when somehow I was re directed without my knowledge to this fraud website reservation desk aka reservation counter and who knows how many more names they have. Somehow they tricked me into a reservation I never ask, wanted or needed. Within minutes I called them and cancel and when I ask them to credit my cc, since they charged me immediately for $800 they basically told me to get lost. Keep in mind this fraud reservation was 6 weeks out for a hotel in vegas. EVEN though the ************ verified that reservations desk did not get charged - Reservations desk kept all my money and they refuse to give the money back. Basically they made the reservation under fraudulent means, they charge my credit card almost $800 for a hotel that I didnt need. I already had a reservation through Hilton. They disguised themselves as actually ****** so they can steal peoples money ************ is a huge fraud and people all over online describing similar experiences like mine with this fraud of a company They have this as address on their fake website:****************************************************************************. ** ***** Their phone ************ I called a number of times and when they did answer I couldnt understate them Its a fraud. Someone in **** is making millions defrauding innocent people. Im so MAD at them its incredible. I have lost numerous nights of sleep and ** still not sleeping at night. $800 to me its a lot of money. And these gangsters are stealing from me Please help me recover the stolen money and these people really need to stop doing business in this country
Business Response
Date: 05/31/2023
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 Desk $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. 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 are bound to adhere to the terms and conditions agreed upon at the time of booking.
Please let us know if there are any other questions.
Regards,
ReservationDesk.com

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