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.

close

Find a Location

Reservation Counter, LLC has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/22/2023

  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 recently contacted my credit card agent re: a charge for services from Reservation Counter, LLC. I had booked a room for Holiday Inn Ft. ***** as I needed to stay overnight for a doctor's *********** at ********************** I had stayed at this hotel a number of times in the past for the same reason. As per usual I would speak with someone at the front desk; however, this time, I, unknowingly, ended up speaking with an employee of Reservation Counter, LLC. In fact, the employee of Reservation Counter never indicated he was a booking agent and "not" a Holiday Inn employee. Upon checking my email for the reservation confirmation number, I noted a fee for an unrecognized service. By this time, it was too late to cancel the room. Consequently, I decided to ask the front desk upon my arrival exactly what the fee was for. The Holiday Inn front desk personnel suggested it might be a charge for booking.com. I told them I was not a member of booking.com, and there was a brief back and forth to the effect that I didn't have to be a member to be reserve a room, etc As a result, I waited until I received my credit card statement and contacted them in order to dispute it. The 3-party conversation between the Reservation Counter employee, myself and my credit card agent yielded the following information: Reservation Counter admitted that it was difficult to access the front desk of a hotel if you looked for their phone number "online" and that they would indeed refund their service charge this one time. Bottom line: DONT settle for Reservation Counter, LLC misrepresentation and fraudulent services. Demand that they identify themselves and be upfront about what you're getting for your buck. I want Reservation Counter, LLC to know not just business people or people on holiday stay at hotels. Sometimes people are staying there waiting to see a doctor or to have surgery, and that's costly enough as it is. Respectfully submitted.

  Business Response

  Date: 05/31/2023

  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.  The agent disclosed the $15.99 service prior to the customer confirming and authorizing the booking. 

  As a courtesy, we have waived the service fee charge for this guest. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/20/2023

  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 reservations on line for 2 rooms at Comfort ************ in ******** I realized that I put the wrong date for check out on one of the rooms, so I called reservations counter. The gentleman on the phone said he would cancel that one and make a new one. He sent me a cancellation confirmation by email.When I got to the motel room I had been charged for three rooms instead of two.The desk clerk told me to call the reservation counter services and have them to take it off my charge card. When I got home I did that and they refused to take it off my charge card, even though I have the cancellation confirmation and the number.

  Business Response

  Date: 06/01/2023

  To whom it may concern, 

  Our records indicate that the customer booked 3 ********************* online - R4064371914, R4064371914, and R4064393272. One reservation was booked with a sales agent - R4064459601

  The guest wen online to cancel booking R4064377995. The cancellation policy agreed to at the time of booking states: Each room in this reservation is subject to the hotel's cancellation policy which is: This reservation is non-refundable. There is no refund for no-shows or early checkouts.

  The booking does not qualify for a refund when cancelled. 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:05/19/2023

  Type:Service or Repair 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 room for the Home2Suites in Savannah, GA through what I thought was the Hilton website on 5/1/23 for a stay with a check-in date of 5/6/23. Due to a cancellation of a soccer game that prompted the stay in Savannah, I cancelled the reservation on 5/4/23. They charged my credit card for the full amount the day of the reservation (5/1/23) and then added a cancellation policy that required a cancellation within the same day to receive a full refund. When I received the cancellation confirmation, I thought the money would be refunded and in following up with Hilton directly, this company never even cancelled the reservation with Hilton. This organization is very deceptive in mirroring their sites to Hilton's web pages and emails so the consumer believes it is directly through Hilton.com. I am a Hilton Honors member and did not even catch that it was a 3rd party and not Hilton directly. Obviously they are intentionally deceptive and misleading to consumers to get money and do not even follow up with the hotel to cancel the booking.

• Initial Complaint

  Date:05/19/2023

  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 am also a Consumer/victim to Deceptive Trade Practices
  Called to make a reservation at the SpringHill Suites Houston, TX on 4/27/2023, Agent said there was 1 room available, to HOLD the room credit card was required. When I arrived at SpringHill, Front Desk said conf #***********, was not was not a valid #. Called reservations back and said I was at the Hotel and there was no record of reservation, Agent said Conf # was for Comfort Suites. I stated that I called and made a reservation for SpringHill, and wanted reservation corrected. Agent said the reservation could not be changed; I requested a refund of the $236.74 charged. Agent said it was a non-refundable. I said I only agreed to a HOLD the room and asked to speak to a supervisor, I was told 1 would have to call me back. An hour later, Garson calls, I explained to him the error in booking and I had already checked into another hotel and wanted a refund. Garson said they had to review their recordings before making any adjustments. He said he would get back to us by 5/8 when asked why it would take so long, he said he had another 150 other complaints and phone calls to return due to agent errors, he apologized for the miscommunication, said the agent must have been new.
  5/8 No call from Garson, called Reservations spoke with Ronald, explained the situation and again was told that they would need to review the recordings
  5/12 Followed up with Ronald who said they would contact Comfort to confirm stay
  5/17 Called Escalations Dept spoke to Tupou she said Comfort confirmed I stayed at hotel and received Generic email response from Tupou, “refund will not be granted”
  5/18 Spoke with Tiffany at Comfort stated the room was paid via a Prepaid virtual credit card by Consumer Club and cannot change/cancel or refund made by a Virtual card
  5/18 Spoke to Kimika in Escalations again explained that I was charged for a Service I did not request she stated if Comfort agrees to refund CCI, then I will receive a refund

• Initial Complaint

  Date:05/18/2023

  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.

  5-12-2023 $1,369.10 Reservation Counted would have $19.99 Cancelation fee. Property may charge another amount. The property never received a reservation, so the property is no holding any amount.Itinerary Number: ********* Confirmation Number d10ce11b

  Business Response

  Date: 05/24/2023

  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 $19.99 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 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: 05/24/2023

   
  Complaint: 20078142
  
  I am rejecting this response because:  The cancelation policy is misleading, I confirmed with Hotel property the reservation was never made with the hotel. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/18/2023

  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.

  I made a resservation for a Hotel Best Western in *********, thinking it was the official website of the hotel. I bookes it and then realized that there was a over price. I immediately cancelled . I called them immediately through their toll free number and waited x 8 people before me. I was informed that I could not get any refund becasue of the cancellation policy (this was not clear, unless one operns the hih lighted area. The supoervisor was of no help. I have nothing agianst other people but this is a scam run by a company that uses people from ***** to answer the phone. I just want my money back

  Business Response

  Date: 05/24/2023

  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.

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

  Regards,

  ReservationCounter.com
  
  

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20078027
  
  I am rejecting this response because: the information you post on line is not obvious and you made me pay more fees than ay other booking company.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/18/2023

  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.

  My name is **** ****, assistant to ******** ******** and on his behalf, I booked a hotel through Reservation Counter on May 11, 2023. I’m not sure how I was directed to this website, but at the time of the booking I thought I was booking the reservation directly with the hotel (The Westin Seaport Boston, reservations dept). When I called the front desk to confirm the details, I was told they had no record of the reservation. I realized then I booked this hotel through Reservation Counter, a travel agency – I immediately called them to have this cancelled. I spoke to customer service, and they successfully cancelled the booking. At the time of the cancellation, I was told a refund for the total amount, $2655.58 would be refunded to the credit card in 3-5 days. On May 17, 2023 (6 days later), I followed up to get a status on the refund, I was told this booking was not eligible for a refund.
  
  Further, to resolve this matter in good faith I spent several hours on the phone with them to understand why a refund was not issued and what could be done since we were under the cancellation policy (cancel before June 5, 2023, for a refund). I requested this issue get escalated to a manager, but unfortunately, they are refusing to take any action to this resolve this matter.
  
  Date of booking: May 11, 2023
  Date of cancellation: May 11, 2023
  Confirmation number: *********** 
  Amount paid: $2,655.58

  Business Response

  Date: 05/24/2023

  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.
  
  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: 
  

  Each room in this reservation is subject to the following cancellation policy: This booking is subject to a 2655.58 USD change or cancellation fee. There is no refund for no-shows, early checkouts, or cancellations after 06/05/2023, 10:00 AM (America/New York). The Reservation Counter $18.99 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. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 05/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it was not clear nor stated by the customer agents that this reservation was non-refundable. I was told I would receive a full refund in 3-5 days. There's a pattern with this type of fraud from Reservation Counter per the other complaints on BBB.  I was mislead by the cancellation policy that reads cancellation is refundable before 6/5/23. The reservation was made online via the help of customer service who walked me through the steps and reassured the booking was refundable.  
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 06/05/2023

  To whom it may concern,

  Our sales agents do not assist customers in booking online and our records do not indicate that a refund was ever guaranteed for this guest. We are required to adhere to the cancellation policy agreed upon at the time of booking. As previously stated, the cancellation policy is presented to online customers 3 separate times prior to booking and must be acknowledged and agreed to in order to process the booking. Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It was never stated this reservation was nonrefundable. The language used in the cancellation policy is misleading. In addition, I'd like to note the only reason this "booking" became an issue is because when calling the hotel to confirm booking, they had no record of such reservation. The hotel advised me to cancel this "reservation" because it sounded like a scam. Here we are unable to resolve this matter in good faith because reservation counter refuses to conduct fair business. Based on the trend of complaints, I'm not the first person they have scammed. Not sure how this is even legal. We've proceeded to file a complaint of fraud to the the Federal Trade Commission for an investigation. 

  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 06/07/2023

  To whom it may concern, 

  As previously stated, the cancellation policy reads:

  Each room in this reservation is subject to the following cancellation policy: This booking is subject to a 2655.58 USD change or cancellation fee. There is no refund for no-shows, early checkouts, or cancellations after 06/05/2023, 10:00 AM (America/New York). The Reservation Counter $18.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.

  If the booking is cancelled, the fee amount would be charged. We are not directly affiliated with any hotel properties, so the advice of the hotel to cancel the booking is not sound. If the hotel was having trouble locating the booking, they are advised to contact the booking agency. This is common practice of hotels for third party bookings. 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 The Westin Boston Seaport District collected payment for this reservation on 2023-05-11. 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 because the customer said the hotel advised them to cancel, we contacted the hotel to see if they'd be willing to refund the payment. We were unable to reach anyone at the property who was willing to do so. We are contractually bound to adhere to the terms and conditions of the reservation.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: reservation counter has not acted in good faith to resolve this matter. When I inquired as to why the hotel reservation was not visible to the hotel directly they didnt provide me with an answer. Had they been helpful and provided me with a guarantee that the room reservation did, in fact exist, I would have kept it. Instead, I had to make reservations elsewhere. I have phone records from May 11 showing how many times I called the hotel and reservation counter for an answer as to why the reservation did not exist. In addition, Reservationcounter never made me aware this booking was nonrefundable - they helped cancel and assured me I would be receiving my money back (I have an email from reservation counter with the cancellation). It is not sound to cancel a hotel room (I need) while also allowing you to keep the money. 

  Further, to resolve this matter I asked to speak to a supervisor to help me resolve this matter -  in good faith and to allow me to keep the "room reservation" since I would be not be able to get money back. It was not an option either.  This is shady business and you should do a better job of having a clear refund policy instead of misleading the public. Again, I have phone records of calling your business prior to making the reservation online (i have the date/time of when I called and when the actually reservation was made) to ask about the refund policy - I was specifically told by one of your agents the "reservation" I was making was fully refundable before June 5.

  I'm taking this matter to the Attorney General in my state and will follow up with the state of Utah to look into this. 

  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:05/16/2023

  Type:Customer Service 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.

  Hotel reservation made earlier today . Like other complaints, thought I was booking directly with hotel, only to find out afterward that it was somehow through reservation counter.com. their deceit will cost me their nonrefundable service charge of $17.99. Complete scam.

  Business Response

  Date: 05/22/2023

  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: 
  

  For cancellation before 17 May 2023 03:59 PM (hotel time): ********** Before Wednesday, May 17th, 2023 at 3:59pm local hotel time (in ********), you may cancel your reservation for a full refund. For cancellation after 17 May 2023 03:59 PM (hotel time): After Wednesday, May 17th, 2023 at 3:59pm local hotel time (in ********), you are not allowed to change or cancel your reservation. If you cancel your reservation after May 17 at 3:59pm, you will still be charged for the full amount. The Reservation Counter $17.99 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. The customer has not contacted our customer support department at all prior to filing this complaint. As a courtesy, we'd be happy to refund the service fee to the guest. 

  Regards,

  ReservationCounter.com 

• Initial Complaint

  Date:05/15/2023

  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.

  The transaction of $1800 was never approved by me and I was not given an option confirm it. I have contacted the company for a refund and they told me that their support team was working on getting the refund confirmed. I have already been told by different employees that the hotel has already approved my refund. I am not sure why they now have to approve it if the hotel has already approved it.

  Business Response

  Date: 05/22/2023

  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 $17.99 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.

  As a courtesy, we reached out to our hotel partners and requested a refund for the guest. We were advised that this was approved on 05/17/2023. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/12/2023

  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 4/2/2023 I went online to book a hotel reservation at the ******************** in *************. I thought I was on the hotels website but somehow was directed to Reservation Counter. I booked a 3 night stay (advertised as refundable except for a $***** booking fee). Itinerary #: R411908371 Within minutes I realized I wanted to cancel the reservation and did so. My credit card was charged $1,145.12, including the $***** booking fee.$724.89 for the room plus $404.24 for taxes and fees.I have received a refund of $848.96. I want a refund of what they are now calling unrefundable fees. Everything but *****. Misleading advertising, a scam, I want a complete refund minus $*****

  Business Response

  Date: 05/18/2023

  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 booking is subject to a ****** USD change or cancellation fee. Bookings cancelled after 04/20/2023, 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.

  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 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