Complaints

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

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  Reservation Counter, LLC

  4700 W Daybreak Pkwy Ste 100N South Jordan, UT 84009-5130

• 

  Reservation Counter, LLC

  333 108th Ave NE Ste 300 Bellevue, WA 98004-5736

• 

  Reservation Counter, LLC

  2961 W Maple Loop Dr Ste 160 Lehi, UT 84043-5686

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

• Initial Complaint

  Date:05/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Planned a trip to *********** for August 2023. Planned 2 stops in ****** and one in ************* on the way to ********** **** First stop was to be ********** ** August 6th. May 4th called the Super 8 and the call went to the company called Reservation Desk. The gentleman who took the call spoke quickly and had an accent of sorts. The quoted price was $205.06/ Completed the rest of our reservations. On May 5th I noticed a charge put through my **** for $264.38. I had been charged ** funds. I called and spoke with **** and asked her why ** funds and why was I being charged already. She said because the reservation was for May 6th. I explained it was for August. She left me on hold and came back to tell me there was nothing they could do. The hotel would not refund so I was out of luck. It was May 5th, and the cancellation policy states it can be cancelled for a full refund prior to May 5th midnight. She said they couldn't cancel. I understood the service fee was unrefundable $15.99 ($22.36 in this case). I have reached out to **** for help. I also wrote BBB in ******* (it came up) but named Reservations.com incorrectly instead of Reservation Desk.com. I would sincerely appreciate any help. This feels so like a scam and I don't understand how they can get away with it. Others have similar complaints about this company. I asked them to go over the recording to see if I was at fault for the date or he was. Either way, there is no good reason why it couldn't have been cancelled in good time.

  Business Response

  Date: 05/16/2023

  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 ****************Smoking room type, confirmed the dates of stay as checking in on 2023-05-06 and checking out on 2023-05-07, and informed the caller that the total price for this reservation would be $205.06 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  For cancellation before 5 May 2023 12:00 AM (hotel time): ********** Before Friday, May 5th, 2023 at midnight local hotel time (in ********), you may cancel your reservation for a full refund. For cancellation between 5 May 2023 12:00 AM and 6 May 2023 12:00 AM (hotel time): Between Friday, May 5th, 2023 at midnight and Saturday, May 6th, 2023 at midnight local hotel time (in ********), you are not allowed to change or cancel your reservation. If you cancel your reservation between May 5 and May 6, you will still be charged for the full amount. For cancellation after 6 May 2023 12:00 AM (hotel time): After Saturday, May 6th, 2023 at midnight local hotel time (in ********), you are not allowed to change or cancel your reservation. If you cancel your reservation after May 6, you will still be charged for the full amount. 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.

  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 2023-05-04. Our company does not store credit card information or hold payments. ** order for a refund to be processed, it must be first approved by the hotel and then by the supplier. We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase. Please let ** know if you have any other questions. 

  Regards, 

  ReservationDesk.com

   

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20043194
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/04/2023

  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.

  ReservationCounter.com charged me three times for one room at Residence Inn by Marriott *** North Shore. Booking #R41329646638 on 4/9/23. My phone number was wrong on my email from them. The so called agent totally misunderstood me, gave the wrong type room after lying & telling me what he gave me the type of room I wanted. Refused to correct his mistake, charged me again $137.97(twice) without my knowledge & then by talking to the hotel desk charged me $273.67 for the room I wanted. The second unauthorized charge of $137.97 appeared the next day 4/10. He said hed give me a discount for his mistake & charged me $137.97 again without me knowledge. They were ******************** understand or speak English very well. His so called manager told me my complaint would be reviewed & resolved in 5-7 business days from complaints I made on 4/9 & 4/10. The hotel desk even explained to him what needed to be done. *** never experienced lying like that booking a hotel in my life. I received only one reservation email from them also which was the first charge of $137.97, no others for the other $137.97 & the $273.67.

  Business Response

  Date: 05/10/2023

  To whom it may concern, 

  Our records indicate that this booking has been cancelled and refunded in full. We have sent an email to the guest requesting more information about the charges in question. We are waiting to hear back. Please let ** know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/04/2023

  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 logged on to Staybridge suites website attempting to make a reservation. My credit card was not accepted. I called the number on the screen and they answered would you like to make a reservation at Staybridge and answered yes with the stipulation that I can get the same room that we had last year due to our service dog. He asked me for all of my information and guaranteed the same room. I then received a confirmation from reservation desk.com not Staybridge, for a completely different hotel; Home2 suites by Hilton. I called immediately informed them of the error and that their employee represented himself as a Staybridge employee and book a different hotel. I was told "Sorry no refunds or cancellations" I cancelled it with Home2 suites but they could not refund due to 3rd party ******. total scam I am out $1200. I reported it to Chase

  Business Response

  Date: 05/10/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. Our records indicate a full refund has been approved for this customer. An email was sent to them with these details. Please let ** know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the worst company ever. Extremely deceptive advertising. My husband accidentally clicked on this companies website instead of the hotel when booking a reservation for 1 night to visit my daughters new college for an orientation a month from now. He had no idea he was not booking through the hotels "reservation counter." It even contained the hotels logo. Now because of a mandatory graduation event we had to change the orientation date and called the hotel where we learned we had made reservations with a third party. I called to cancel or change the date and they told me they could not do either because my reservation was non-refundable. Keep in mind the hotel is fully booked for the date I reserved and has availability for the date I now need. Super deceptive and I will be reporting them to the BBB as well as looking into class action law suit.

  Business Response

  Date: 05/10/2023

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

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/01/2023

  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.

  I am being charged a fee for a mistake(is it though?) in their booking system where the wrong date was booked and I had to cancel. I booked for April ***** 2023 and when I received the confirmation email, the date had been changed from to April 15 to 16. I am glad I noticed it because had I not, I would have shown up without a reservation or a bed to sleep in. My original date was unavailable, but instead of clearly stating that on the booking page, the system just picked a different date! I called customer service and was told that the booking fee of $15.99 was non-refundable and that it says on their booking page. I checked the booking page and there is no mention of a non-refundable fee until AFTER you book. This is deceptive and no wonder there is a 1.5 star rating for this business.

  Business Response

  Date: 05/10/2023

  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: 

  Free cancellation until 12 April 2023 06:00 PM (hotel time). Cancellations made after 12 April 2023 06:00 PM (hotel time) will result in a $431.22 USD fee. 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 service fee as part of the cancellation policy.

  As a courtesy, we are refunding this service fee to the guest. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com
  
  

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20004958
  
  I am rejecting this response because: This is blatantly false. None of this information is made available to the consumer until AFTER the booking has been made. This company is fraudulent and should be shut down immediately.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/01/2023

  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.

  April 25,2023 I was duped into believing I was talking to hotel directly in morning. When I asked if it was the hotel itself, the girl said she booked for them. I could not understand the girl reading me their cancellation policy, even after second reading. She did not tell me that I was paying full price right away either. She did not tell me of any booking fees. Price quoted for 3 rooms for 6 nights was $5242. When I read the reservation after I hung up, I could not believe the cancellation fees! The policy, according to them, says the penalty for cancelling is $** **** per room(for the 6 nights)-which comes to $4287 **-much more in ******** money. Phoned back pretty well right away to cancel. The transaction had already gone thru on credit card when I later checked. Total charge was in ** dollars -converted to ******** it now was $7247! They have a way of speaking unclearly and their phones seem to get scrambled when important information is given. Why am I being charged in ** dollars when the hotel is in ****** and we live in ******?? Have been sending them numerous e-mails requesting my money back, as well as phoning them. They keep insisting that I agreed to the policy. I would have never agreed to such a cancellation policy, as we are seniors in our 70's. They have agreed to pay ** back the smaller amount for the one night's reservation for Aug 25th, but have not done anything about the 5 days booking for Aug.11-15th. I have not received that promised money yet for the 25th. This is a very misleading company that should be shut down, as I see there are many other complaints. They also lie, because when I asked the girl if reservations were refundable, she assured me they were...not realizing yet what their cancellation policy was. Also, the rooms were not quite the type that she told me were booked.

  Business Response

  Date: 05/10/2023

  To whom it may concern, 

  Upon review of the customers reservations, we see that both have been fully refunded. There was initially a cancellation fee charged when the customer cancelled the bookings, but our support team worked with our hotel partners to ensure that the fees were returned to the guest. Please let ** know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20004856
  
  I am rejecting this response because: This business still owes ** $315.90 CDN, and that does not even include the $22.24CDN booking fee they charged us. The total amount they charged was $7247.17CDN and they credited our credit card $6931.27 CDN. They still owe ** $315.90 CDN. We have already sent them a printout of our credit card statement twice (May 7th and May 9th) showing what is still owed to **.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/15/2023

  To whom it may concern, 

  The charge was made in USD and was fully refunded in USD. The supplier has advised that any discrepancy would be due to currency exchange, which they have no control over. Please let ** know if there are any other questions. 

  Regards, 

  ReservationCounter.com

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20004856
  
  I am rejecting this response because: First of all, we were not told that the whole price of the reservations were being charged on our credit card when we did the reservations. We thought by giving our credit card number, we were just holding the rooms like we normally do at hotels....like we have done many other times in the past. We were NOT TOLD that they would be debiting our Credit card all at once, NOR ASKED about paying for it all at once. We are also ******** wanting to have booked a hotel in ******. It does not make any sense at all that we should have paid in ** dollars! It is not our fault that the dollar has fluctuated. It is Reservation Counter's fault for having charged our credit card in the first place, and in ** dollars on top of that!!! They owe ** all our money back...another $315.90 CDN. 
  
  Sincerely,
  
  ****** and *********************

• Initial Complaint

  Date:05/01/2023

  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.

  I am currently disputing this charge of $686.96 on my National Education Association Visa Signature card, Bank of America. Their current communication to me March 27th, 2023, was that they are issuing a temporary credit to my card, however, it is still one of my charges.
  My original intention was to book a reservation at Calloway Gardens located in Pine Mountain, Georgia for myself, husband, son and daughter in law. I researched the internet and saw a phone number for reservations. I called the number assuming I was talking to reservations at Callaway Gardens. I was not. It was Reservation Counter, out of Utah. At the time I requested a cabin with two bedrooms for four adults, no children. I later received an email from ReservationCounter stating the reservation was for one two adults and one“room.” I had asked the agent several times if the accommodation was a cabin with two bedrooms and he assured me it was. It was not! I called back and tried to cancel, but was told I could not cancel or have my money refunded! He had previously assured me I had until June 30th to cancel. I then discovered I was not talking to Calloway Gardens reservations when I called Calloway Gardens directly. They also told me that there was no reservation in my name! After several attempts to refund my money and “Reservation Counter” had to “refer to their reservation team for 3 to 5 days,” their final decision was to not refund my money.
  Please help me to get my money refunded from this bogus company.

  Business Response

  Date: 05/10/2023

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. We are currently working with the hotel property and the payment merchant to get the cancellation penalty fee waived on behalf of the customer. As soon as we have a final resolution for this guest, we will update accordingly. Please let us know if there are any other questions. 

  Regards,

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

  Customer Answer

  Date: 05/11/2023

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

  Although the response from Reservation Counter sounds good in that they are “working with the hotel property and the payment merchant to get the cancellation penalty fee waived on behalf of the customer.” The hotel does not have such a cancellation penalty and I have been trying to have my money refunded from Reservation Counter for the last few months.

  Also, when I made the reservation on 2/28/2023, I had requested a cabin with two bedrooms for myself and husband and our son and daughter in law.. I cancelled the reservation within the hour due to my confirmation email stating that the reservation given me was for one room and two adults.

  I am requesting a full refund of $686.96

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

  Business Response

  Date: 05/12/2023

  To whom it may concern, 

  We understand the customers concerns. We are currently waiting for the Reservations Manager to provide us with written approval for a refund, which can then be taken to the supplier with the refund request. As soon as we have final resolution, we will follow up again.

  Regards,

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

  Customer Answer

  Date: 05/15/2023

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

  Although the response sounds encouraging for me to receive the refund of $686.96 that I am owed, I have called several times and asked to speak to a manager. I was told that the refund request would have to go to their “reservation team” to discuss, and this would take three to seven days for an answer from the team. Each time, the “reservation team” has denied my refund. I am requesting my refund in full.

  Thank you.

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

  Business Response

  Date: 05/18/2023

  To whom it may concern, 

  We do understand that the case has not been fully resolved yet. We are still working with our hotel partner and will provide a final resolution as soon as possible. Please let us know if there are any other questions in the meantime. 

  Regards,

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

   

• Initial Complaint

  Date:04/30/2023

  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 at the Marriott in *********, *********, from April 24 to 28 due to medical appointments at the ***********. I thought I was dealing directly with Marriott, but a web site had apparently diverted me to Reservation Counter. After my wife and I arrived, we learned that both of ** had to stay in the hospital the last night. We promptly notified Reservation Counter and the Marriott that we would leave one night early. We were told multiple times by staff of both businesses that we would receive a refund after Reservation Counter confirmed with Marriott that we checked out early. On April 28 Reservation Counter sent an email stating that after a thorough investigation, our refund request was denied. This was a complete reversal from what they had told ** many times before. They claimed that the reservation was made over the phone, but it was made on line. They claimed ******** disapproved of the refund even though multiple members of the Marriott staff told ** they supported our refund. The amount in dispute is about $350.

  Business Response

  Date: 05/05/2023

  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: 

  Free cancellation until 21 April 2023 06:00 PM (hotel time). Cancellations made after 21 April 2023 06:00 PM (hotel time) will result in a $1,378.14 USD fee. 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 entire reservation is subject to the cancellation policy. Individual nights cannot be removed. As a courtesy, we did attempt to work with the hotel and our supplier to reach a refund agreement, however the request was denied due to the cancellation policy in effect. We are contractually bound to adhere to the terms and conditions of the reservation as agreed upon at the time of booking. Please let us know if you have any other questions. 

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 20001293
  
  I am rejecting this response because:

  *********************, the front office manager of the *************** agreed with me, that I should have been allowed to cancel the last night of my registration without penalty. (See email below from ****************.) This proves that Reservation Counter's investigation of the matter was inadequate and reached the wrong conclusion.

  Hello ************,
     ******worker informed me of your stay with ** recently. I was the one who spoke with this 3rd party regarding your reservation, when they called. I am confident I agreed to allowing you to shorten your stay by one night with no penalty. I did my best to find a good number for price line customer service (the third party you booked with), but was unable to reach anything helpful. Will you please email over any information you have on this reservation specifically the confirmation number and itinerary number (third party confirmation #). If you have the confirmation email, they sent you when you initially booked that would be very helpful. I am going to reach out to my reservation manager to see if she has any resources to contact ******************************************************* Manager
  Email: *************************************************
  
  
  101 ***************. | *********, ** 55902
  P: ************
  Website: www.marriott.com/*****
  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/11/2023

  To whom it may concern, 

  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/supplier who is the merchant of record. Payment is then forwarded to the hotel by virtual credit card payment immediately to secure the guaranteed prepaid room for the consumer. The hotel Marriott Rochester *********** collected payment for this reservation on 2023-04-12. 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.

  Even with hotel approval, the approval of the supplier is still needed in order for a refund to be processed. In this case, the supplier denied the refund due to the cancellation policy agreed upon at the time of booking. We are contractually bound to adhere to the decisions of the supplier and 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: 05/11/2023

   
  Complaint: 20001293
  
  I am rejecting this response because:

   

  The supplier did not deny the refund. They are willing to do whatever it takes to get ** a refund for the last unused night of the reservation.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/28/2023

  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.

  I made a Reservation through this third party company ReservationDesk back in August, 2022. Reservation Itinerary No. xxxxxxx3205 for the SpringHill Suites by Marriott ****** Island in *******. We decided not to spend the money and go on the trip and cancelled the Reservation with the hotel. The hotel did advise ReservationDesk about the cancellation but not in the time they wanted. They told me that I was supposed to contact ReservationDesk directly for the cancellation. Based on this technicality, the hotel was aware of the cancellation and took longer than expected and was not immediate on their part to alert the third party company. I have been trying since last August to retrieve almost $500.00 back to my credit card in which I have been getting charged interest on my card on top of it. The hotel went above and beyond to alert ReservationDesk, tried putting calls in on my behalf with me on the phone, sent me a personal email and sent them an email that they refunded this reservation and gave me a copy of the cancellation confirmation on the computer which ReservationDesk has all of it. They just sent me back another email yet again DENYING my refund for a trip I never went on, since I did not alert them directly. They have stolen my money and will not refund my card. I DO NOT understand how these Hotels are doing business with a third-party company like this. Any Hotels out there, DO NOT use this third-party company on your behalf. You will only give your customers heartache. The Manager at this hotel has tried repeatedly to get me my refund which the company has denied. I am out $500.00 on a trip that I never went on and am disgusted. DO NOT BOOK WITH THIS COMPANY. There was no reason to keep my money when the Hotel sent them a cancelled receipt and email directly for my refund. They clearly knew it was cancelled and are using not enough sufficient time as there excuse to rip people off.

  Business Response

  Date: 05/04/2023

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. ReservationDesk.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 ReservationDesk.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 suite, 2 queen ***** non smoking (Breakfast) room type, confirmed the dates of stay as checking in on 2022-08-21 and checking out on 2022-08-23, and informed the caller that the total price for this reservation would be $501.42 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

  Free cancellation until 17 August 2022 04:00 PM (hotel time). Cancellations made after 17 August 2022 04:00 PM (hotel time) will result in a $243.22 USD fee.  The Reservation Desk $14.99 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.

  On 2022-09-14, we were contacted to request cancellation. ReservationDesk.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. The hotel collected payment for this reservation on 2022-08-14. 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 supplier requested written authorization for the refund, which was not provided until 2023-01-23. This was then sent to our supplier. 

  We were also advised that the customer had filed a dispute of the charge with their bank. When a customer proactively files a dispute, we and the supplier lose the ability to work on their case.  The customer and the merchant essentially agree to allow the customers bank and the merchants bank to review the charge and make a final decision about it.  We are bound to the final resolution of that outcome.  

  Our supplier advised ** on 2023-04-24 that no refund would be processed. As we are not the merchant of record, we are not holding the payment for the reservation. We are contractually bound to adhere to the terms and conditions of the reservation as agreed upon at the time of booking.

  Regards,

  ReservationDesk.com

• Initial Complaint

  Date:04/27/2023

  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 Feb.15,2023 we rented a room at the ************* In ***********,**. Full refundable until April 20th. I cancelled on March 23,2023 due to ************ being told she had stage 4 lung cancer and would have to start chemo. I waited 2 weeks and called them as no refund. They were checking it and would let me know. I called several times even asking for a manager. No luck. They told me first time it was refunded March 24, then April 9, then today one told me April 9 and one told me March 24. This is a crooked company and they are scamming folks.

  Business Response

  Date: 05/04/2023

  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 ******************* collected payment for this reservation on 2023-02-15. Our company does not store credit card information or hold payments.

  We have contacted our hotel partner and confirmed that the customer's bank rejected the refund. We have been working with them to find another way to process the refund to the customer. As soon as our hotel ********************** advises ** of their resolution, we will provide further update. 

  Regards,

  ReservationDesk.com