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Business Profile

Hotel Reservation

Reservation Counter, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

This business has 1 alert

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

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

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Reservation Counter, LLC has 3 locations, listed below.

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    Customer Complaints Summary

    • 658 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/24/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Booked a hotel thru reservationcounter.com but thought I was working directly with Fairfield inn. Was quoted a price of 670 for an executive suite room but was assured multiple times on the call that the hotel would credit my AAA discount when we checked and showed my card so the final price would be 603. reached the hotel on 3/30 and were told that since this was booked via 3rd party no AAA credit was possible. Get to our room only to find out 3rd party booked a regular room. Hotel corrected that issue. After completion of our trip I called reservation counter and was told this would be researched and I would get an update in 5 to 7 days. No response so I called again. Rep told me a refund of ***** was credited to my account on 4/6 but could take up to 10 days for it to appear on my credit card. 4/19 call again as still no credit. Was told a refund of ***** was processed. Explained that this refund was from the hotel for the broken tv and had nothing to do with their incorrect quote on what the hotel expense would be. Told this would be researched again but no response. Still need the ***** credit which should technically be 67.

      Business Response

      Date: 05/02/2023

      To whom it may concern, 

      Thank you for the opportunity to review this case in depth. Our finance office has had to process a check for this refund to the guest. We have confirmed their mailing address and will have the check mailed out shortly. Please let ** know if there are any other questions. 

      Regards,

      ReservationCounter.com

      Customer Answer

      Date: 05/08/2023

       
      Complaint: 19973588

      I am rejecting this response because:Check is not yet received

      Sincerely,

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

      Business Response

      Date: 05/11/2023

      To whom it may concern, 

      The check was mailed on May 3, 2023. Please let us know if there are any other questions. 

      Regards,

      ReservationCounter.com

      Customer Answer

      Date: 05/15/2023

       
      Complaint: 19973588

      I am rejecting this response because:

      Refund check has not been received.  If actually mailed on the 3rd I should have received by now.  


      Sincerely,

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

    • Initial Complaint

      Date:04/20/2023

      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.
      Like other reviewers, I got scammed through theses criminals. I intended to call the hotel directly, however- through their "creative marketing" I somehow ended up calling them.I made the reservation over the phone, and toward the end of the conversation I realized that I needed the following night- not the one that was booked. I got the run around, got transferred to someone else who was unhelpful and said they didn't know if they could make a change (they said i could cancel if need be without any charge before running my card).I called the hotel directly and they had no record of any reservation ever being made. I then called back "Reservation Counter" and got more excuses about how there is nothing they could do.These folks are shady criminals trying to steal your money. Do NOT book with them.

      Business Response

      Date: 04/27/2023

      To whom it may concern, 

      Thank you for the opportunity to review this case in depth. We have this case escalated with **************** who is waiting on a response from the customer. As soon as we have that, we can finalize the customers complaint.

      Regards,

      ReservationCounter.com

    • Initial Complaint

      Date:04/15/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called reservation counter to make a hotel reservation. I spoke with '******' who was the first employee that I touched base with through calling their line. ****** stated that he was going to book a hotel for me for a total of $252.36 in charges. I confirmed this was the total amount several times since it was a nonrefundable booking and he confirmed and repeated the amount back. When the reservation came through, I was charged $375.17. I have attempted to work with the reservation counter employees to get the booking cancelled and get a refund since I did not consent to the amount that I was charged. They continued to report that they were unable to help me and unable to refund the amount and that I would have to contact the hotel directly. When I contacted the hotel phone number that they gave me, the phone number that they gave me was incorrect and to another call center. That call center was able to verify I didn't have a valid reservation, but that there was some type of reservation that had been charged to my card through Priceline. I did not consent or agree to use Priceline but the employee at reservation counter entered my card information through that system. I have since had to dispute the charges through my bank and cancel my account to open a new one, due to concerns about what they would do with my bank account information. ********************** has yet to make the situation right or even apologize for their employee's deception.

      Business Response

      Date: 04/21/2023

      To whom it may concern, 

      Thank you for the opportunity to review this case in depth. Our records indicate that we only received one call from this customer after their reservaiton was booked, and it was about a different concern than what has been listed here. We are sending the case to our ***************** team to review the reservation call and we will then follow up with the customer. 

      Regards,

      ************************** 

    • Initial Complaint

      Date:04/13/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a hotel room at home2 suites to stay overnight for a cruise that is taking off from FT. Lauderdale Florida. We were going to fly in today and check in and our flight got cancelled on the day of due to major flooding. All entryways and exits to the town are blocked due to the severity of the flood. We found another home2 suites in a nearby town, Miami, which has not been affected by the flooding and I called to see if we could have our reservation switched. I spoke to someone from Reservation Counter who told me that they would reach out to the hotel to see if we could do so, which I thought was strange because when I searched the number for the home2 suites in ft Lauderdale, that was the only number that showed up. I was told that I would receive a call back once Reservation Counter could confirm whether or not we would receive a refund from the hotel. Our friends booked their hotel room through the hotel directly and the hotel offered to change the reservation or fully refund the hotel due to the severity of the flood. My mother spoke with someone from Home2 Suites directly and the representative was prepared to transfer our reservation to Miami and also offered to book a shuttle to help us get to our cruise. Contrary to what the hotel told us, I was told by Reservation Counter that they had heard back from the hotel and that they would not refund us for our reservation or help us find a safe place to stay. The representative from Reservation Counter told me that “their hands were tied” and I was even hung up on by the representative from Reservation Counter.

      Business Response

      Date: 04/18/2023

      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 Home2 Suites by Hilton Ft. Lauderdale Airport-Cruise Port collected payment for this reservation on 2023-03-26. 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.

      Our team has made multiple attempts to reach out to the hotel as a courtesy to the customer, but have been unable to secure a refund on their behalf. We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase.

      Regards, 

      ReservationCounter.com

    • Initial Complaint

      Date:04/11/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 4/7/23 I reserved a 3 night stay at what I believed was the website for Hilton Home2 suites for the Columbus West Ohio location for dates of  May 8-11, 2023.  I paid $585.22 by credit card.  I instantly received an email from ********************** confirming the charge.  At this moment  I believed  I was caught in a scam because the purchase I made was placed through the Hilton Home 2 Suites website.  And not **********************.  I didn’t know what I should do and within moments, I canceled this order through the email, as this was an option in the email to do so, hoping I could somehow recoup my money from this scam website.  Simultaneously, I was sent a text fraud alert from my bank regarding this charge which confirmed to me that this was in fact a scam.  I found out later that the money was still taken from my checking account and that I did not have a  reservation at any Hilton Home2 Suites on the dates of May 8-11, 2023.  I contacted ********************** and they were completely unwilling to give me my money back and refused me a reservation stating “It’s non-refundable” and that “it did not matter that the cancellation was made within 30 minutes of making the reservation”. ********************** is a scam. Their website is misleading and make you believe you are in the actual hotels website.  They are taking peoples money and not providing any service.  I have lost $585.22 for a reservation I was tricked into believing was from the reputable Hilton Home 2 Suites website.  ********************** is a SCAM and will steal money from anyone.

      Business Response

      Date: 04/18/2023

      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 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 reservation is non-refundable. There is no refund for no-shows or early checkouts.

      These terms and conditions must be acknowledged and agreed to before the booking can be finalized.

      We apologize for any confusion that has occurred, however the cancellation policy associated with this booking no longer qualifies for a cancellation and refund. We have called our hotel partners regarding this refund request however they informed us that they would not be willing to process a refund due to their cancellation policy. This is their policy and we must comply. 

      Regards,

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


    • Initial Complaint

      Date:04/11/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Sunday, April 9, 2023, I was in process of making a *** Hotel reservation for Friday, April 14th, Check-out April 16th in the amount of $576. Prior to completing the online reservation, I wanted to double check if the *** hotel had onsite parking accommodations. My wife assisted me in pulling up, what she thought was the specific Hotel site online that we were planning to stay, but it was actually Reservation Counter's paid search. She proceeded to call the phone number listed (Again thinking it was the specific hotel reservation directly). Upon inquiring if they had onsite parking, the women who answered, ******** confirmed they did have onsite parking, she offered if she could obtain a better rate. She said I have a rate $486 TOTAL for both nights and it included parking. What we thought would be a savings of $80.00. ******** read back the reservation. "2 nights for a total $486 including parking and fees." My wife asked if there was a cancellation policy. ******** stated free to cancel by 4/13. She also requested a CC to secure the rates. When we received our confirmation via text it was for $1312.34 + ***** Service fee, no indication parking included and a non-refundable policy from Reservation Counter. (Almost 3x's the amount of my initial booking directly with hotel or booking.com) We proceeded to call back and ask to speak with a Manager as we were misled by ******** and her company with the total amount, parking and cancellation policy. They said they could not get a manager, but would have one call back in an hour. Of course, no one called back. This company uses unfair, illegitimate and consumer deceiving practices.

      Business Response

      Date: 04/18/2023

      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 quoted the price as "per night" when offering the reservation to the customer. The agent then tried to recap all of the reservation details to the customer, which would include the grand total for both nights, however the customer asked to just get the confirmation number. The agent provided this and also sent over the confirmation by email.

      We are contractually bound to adhere to the terms and conditions of the reservation as agreed upon at the time of booking. 

      Regards,

      ReservstionCounter.com

      Customer Answer

      Date: 04/18/2023

       
      Complaint: 19922427

      I am rejecting this response because: This is false, please share your initial Agent's call recording where she stated it was per night and also repeated at end of the call the total amount.  This is NOT what we heard and formally asked her to repeat the conversation at the end of the call. In NO WAY did she state this was per night and the total amount was $1300.  We would NOT have booked for 3x's the rate with your company versus the rate of $572 that were finding online.  

      Sincerely,

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

      Business Response

      Date: 04/21/2023

      To whom it may concern, 

      Our recordings are only used internally and can not 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 your call was reviewed and your specific concern was addressed. As previously stated, the agent quoted this as a per night rate. Please let us know if there are any other questions.

      Regards,

      ReservationCounter.com 

    • Initial Complaint

      Date:04/10/2023

      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.
      April 7, 2023, I visited the Hyatt Regency Hotel's website which appeared authentic with a phone # next to reservations; turns out it was a third party called Reservation Desk. This is very misleading as they are putting themselves out there as though they are the hotel. I called not realizing I wasn't speaking directly with the Hotel Rep until after the room was booked and I received an alert from my credit card and the booking confirmation.
      I asked a few times (had trouble understanding the rep) about the cancellation policy in case I need to cancel the trip. The room is for two nights; Sept. 15 and Sept. 16, 2023. I was assured I could cancel up to August 9 without a penalty or fee. I assumed that meant there would be No charges and a full refund of $733.85 for the room and $15.99 booking fee if my plans had changed.
      When my plans changed, I called back within an hour of my reservation. The rep indicated I could Not cancel my reservation Nor expect a refund. You have to click on the cancellation policy link to learn about their cancellation policy. Of course, you don't receive the confirmation until after the room is booked. The rep said she needed to speak to the Hotel Mgr & due to a holiday it would take 3-5 days for someone to get back to me. This is unacceptable as the reservation was just made and I needed to change/cancel the reservation due to change of plans. I called back 2 more times & assigned case# **********. Nothing yet.
      I spoke with the hotel rep who confirmed the reservation but couldn't see the details as it was booked through a third party. She said they have had complaints with this company. The email alert from my credit card indicated a pending charge with GETAROOM.com for the room and it posted as CCI*HOTEL RESERVATIO###-###-#### TX. A pending charge for a booking fee with RESERVATION COUNTER and it posted asBT*HOTELBOOKING*SERVLEHI UT. Reservation Desk must use third parties or managed/owned by these companies. DECEPTIVE & MISLEADING

      Business Response

      Date: 04/18/2023

      To whom it may concern,

      Thank you for the opportunity to review this case in depth. Our support team is still working on this request and will provide an update to the customer as soon as we have a final resolution. 

      Regards,

      ReservationCounter.com

      Customer Answer

      Date: 04/21/2023



      Complaint: ********



      I am rejecting this response because: The issue hasn't been resolved yet.  Their response indicated they are still investigating.  What is the expected time frame for a resolution?   



      Sincerely,

      * *******

      Business Response

      Date: 04/27/2023

      To whom it may concern, 

      Our supplier is currently working on this case and has requested 3 business days to conclude their investigation. We will update the customer as soon as that is complete.

      Regards,

      ReservationCounter.com

      Customer Answer

      Date: 05/02/2023



      Complaint: ********



      I am rejecting this response because: not only was the room reservation cancelled, but I only received a partial credit of $69.77 instead of the full $733.85 payment. That is more than a 90% profit this corporation and its subsidiaries are making off of people who have worked hard to save money for a special trip.

      I have always called hotels directly to book rooms.  But, unbeknownst to me this one time, the phone # listed on what appeared to be the authentic Hotel's website was to ReservationDesk.com (very small print). I am a very dissatisfied customer and have nothing good to say about how this organization conducts business.  




      Sincerely,

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

      Business Response

      Date: 05/05/2023

      To whom it may concern, 

      Thank you for your patience. We have been in contact with our hotel suppliers, who have advised that the hotel has not approved the refund. We were told that Jane at the property had approved a refund, however when our supplier followed up on this information and spoke with the reservations and accounting departments, they were advised that Jane is not in a position to approve refunds and our refund request was denied. We recommend that the customer obtain written approval from the hotel in order to further the request. We'd be happy to try again with that information once it is provided.

      Regards,

      ReservationCounter.com

      Customer Answer

      Date: 05/05/2023



      Complaint: ********



      I am rejecting this response because:  I do not find this response acceptable at all.  My credit card was charged AND the room reservation was cancelled by you the third party.  I had to call the Hotel directly to learn that the room reservation was cancelled.  You did Not send me a confirmation that the Hotel Room Reservation was cancelled; And you kept my Money for NO services rendered.  Quite the SCAM you got going on there.   

      My credit card was charged immediately for a room reservation in the future. And the booking confirmation was received after the charge showing the details that there would be additional charges that I would have to pay to the Hotel along with a Link to click on for your Cancellation Policy.  Of course, by the time these emails were received, it was too late to do anything about the room reservation.  And the Hotel couldn't provide any details about the room reservation was made.  

      Your Company is reaping the benefits/profits off people like myself, hard working, trusting seniors, who are not savvy to your DECEPTIVE Business Practices.  

       




      Sincerely,

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

      Business Response

      Date: 05/10/2023

      To whom it may concern, 

      The reservation was not canceled by our company. Please see attached image. 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 Hyatt Regency Waikiki Beach Resort & Spa collected payment for this reservation on 2023-04-07. 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. In this case, the hotel and the supplier were not able to reach an agreement and the refund was denied.

      Please let us know if you have any other questions. 

      Regards,

      ReservationCounter.com

    • Initial Complaint

      Date:04/09/2023

      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 had booked a reservation through Reservation Desk on January 9 for a stay from February *****, 2023. At this point in time, and on the confirmation email they provided me with, they stated that parking will be $30/ day. When I got to the hotel, I was charged with $50/ day, and was told to consult with Reservation Desk as I had booked through them as a third party site. I have reached out to reservation desk three separate times, all of which telling me to wait 5-7 business days for them to get back to me and resolve the refund issue. It has been over a month, and the agent ******** that I spoke to most recently had told me that they were unable to refund me of the difference, as they were not at fault. As the hotel is not taking responsibility and the site that I booked through (reservation desk) which should have updated the information is not either, I was informed from her exact words, at this point in time, there is no one I can talk to further. Reservation Desk had led me to believe that they were affiliated with the hotel, and had even cancelled and rebooked my reservation without my knowledge. I would like a refund for the difference of parking, at the very least.

      Business Response

      Date: 04/17/2023

      To whom it may concern,

      Thank you for the opportunity to review this case in depth.  ReservationCounter.com is an independent hotel booking agency and we make reservations for over ******* hotels worldwide. We are required to adhere to strict guidelines set by the *** and are in direct compliance in our business practices.  When a customer searches for a hotel online, they will return multiple results including advertisements from third-party reservation companies.  The customer would have had to click on one of our ads or call our inbound call center to be directed to our company.

      We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ReservationCounter.com an independent booking service for top hotels.

      We have found that the customer requested to book a ********************.  The agent provided a complete recap of this reservation in which all the details of the reservation were reviewed. The agent informed the caller of the complete name and address of the property as ******************************************************* located at ***********************************************, informed the caller that the reservation was for STANDARD room type, confirmed the dates of stay as checking in on 2023-02-17 and checking out on 2023-02-22, and informed the caller that the total price for this reservation would be $1,388.13 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

      Each room in this reservation is refundable for a limited time: Cancellations before 02/14/2023, 11:59 PM (*******/***********) are fully refundable. Bookings cancelled after 02/14/2023, 11:59 PM (*******/***********) are subject to a fee of ****** USD. There is no refund for no-shows, early checkouts, or cancellations after 02/17/2023, 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.

      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 hotel's listing information provided to us states that their parking is $30. Hotels are responsible for providing the information about their location and mandatory fees to third parties for their listings. We do not manage any hotel properties and hotels reserve the right to charge mandatory fees as they see necessary for their property. Please let us know if there are any other questions.

      Regards, 

      ReservstionCounter.com

       


      Customer Answer

      Date: 04/17/2023

       
      Complaint: 19915699

      I am rejecting this response because:

      The hotel had told me that the parking charge was $50.00 a night and told me that I should take up the issue with Reservation Desk, since it was advertised on their website and through the confirmation that I had received that the parking would be $30.00 a night. I was unaware of this increase in price as from the booking time with Reservation Desk, I had a written confirmation of $30.00. As I do not know of the hotel prior to this trip and rely on Reservation Desk in order to provide me of accurate information, I believe that I should be presented with the right information, and not be surprised with additional charges. While Reservation Desk does not control the hotel, it is a service that represents the bookings made to various hotels, and as a result, should be an accurate reflection. 

      Please help to refund the difference between $50.00/ day and $30.00/ day throughout the duration of my stay. 

      Sincerely,

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

    • Initial Complaint

      Date:04/08/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called on Thurs at 5:30 pm 4-6-23 EST to make reservations for 2 nights at the Red Roof Inn West Columbia SC. 4-7 and 4-8 2023. I asked if the person I was speaking with worked for the hotel and was told yes by a gentleman named Max. I needed the info to ask about bringing my 2 small dogs with me because they had a 1 dog 80 lb max dog limit. So I needed to speak with someone at the hotel that could approve this. He told me to wait and I did for a few minutes and he came back and told me it would be OK but they would charge 5 dollars each for the dogs. Red Roof has always had a pet acceptance policy but I said OK. I have been a member with Red Roof since 2011. We always stay with them and I had no idea I was dealing with a reservation company until receiving my confirmation number. I assumed like he said he worked for the motel. Then I asked for rates and was sitting here looking at it on my computer and he told me it would be 125.00/night but for me I could get it for 80.00/night. Then he came up with a total of 230.00. I said how did 160.00 grow to 230.00. He said taxes. I said OK. I gave him my credit card # to hold the room and he read the cancellation policy so fast I couldn't understand what he was saying. He had a very distinct accent and it was difficult for my southern ears to understand. He sent me a confirmation # with the cancellation policy via by text to my phone. I read the cancellation and the first thing I noticed is that it was not from Red Roof but from Reservation Counter. It said I had until 12 am on the 6th to cancel it. So I did. I was angry that I had been lied to about who he worked for. I called back and had a very difficult time getting to speak to anyone. Being put on terminal hold until I had to use my husbands phone to actually speak to someone. I was charged 15.99 for their service fee and 107.00 for the first night that they charged me even though this all happened within one hour. I thought I had until midnight to cancel.

      Business Response

      Date: 04/17/2023

      To whom it may concern,

      Thank you for the opportunity to review this case in depth.  ********************** is an independent hotel booking agency and we make reservations for over 200,000 hotels worldwide. We are required to adhere to strict guidelines set by the FTC and are in direct compliance in our business practices.  When a customer searches for a hotel online, they will return multiple results including advertisements from third-party reservation companies.  The customer would have had to click on one of our ads or call our inbound call center to be directed to our company.

      We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ********************** an independent booking service for top hotels.

      We have found that the customer 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 Red Roof Inn Columbia West, SC located at ** ********* **, Columbia, SC, US, informed the caller that the reservation was for Deluxe King Room Non-Smoking room type, confirmed the dates of stay as checking in on 2023-04-07 and checking out on 2023-04-09, and informed the caller that the total price for this reservation would be $230.15 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

      For cancellation before 6 April 2023 12:00 AM (hotel time): Good news! Before Thursday, Apr 6th, 2023 at midnight local hotel time (in New York), you may cancel your reservation for a full refund. For cancellation between 6 April 2023 12:00 AM and 7 April 2023 12:00 AM (hotel time): Between Thursday, Apr 6th, 2023 at midnight and Friday, Apr 7th, 2023 at midnight local hotel time (in New York), you may cancel your reservation for a partial refund. This is a partial refund of $107.08. For cancellation after 7 April 2023 12:00 AM (hotel time): After Friday, Apr 7th, 2023 at midnight local hotel time (in New York), you are not allowed to change or cancel your reservation. If you cancel your reservation after Apr 7, you will still be charged for the full amount. 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 on 2023-04-06 04:16 PM MDT.  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 cancellation policy.

      As a courtesy, we have contacted our hotel partners and requested a refund on the customer's behalf. A partial refund of $107.08 was approved and processed for this guest. We are contractually bound to adhere to the terms and conditions of the booking as agreed upon at the time it was reserved.

      Regards,

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


    • Initial Complaint

      Date:04/07/2023

      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 made a reservation back on 22 Mar for a stay 4-6 April. The gentleman who made my reservation at that time assured me he was giving me "the best rate". I told him I only wanted to pay the government rate of $109 a night. " I will do better than that" and I said NO, I just wanted to pay the government rate. Fast forward to the actual reserved date and imagine my surprise when the girl a the hotel said not only am I NOT paying the government rate but much more! And that I had reserved it through Priceline. I specifically asked for this rate and paid much more than my boss and two others who all stayed there with the government rate, Please fix this as per the Joint Travel Regulation, I can NOT be charged nor pay over what is pre agreed to, Thank you, ****** *******. ***********

      Business Response

      Date: 04/17/2023

      To whom it may concern,

      Thank you for the opportunity to review this case in depth.  ********************** is an independent hotel booking agency and we make reservations for over 200,000 hotels worldwide. We are required to adhere to strict guidelines set by the FTC and are in direct compliance in our business practices.  When a customer searches for a hotel online, they will return multiple results including advertisements from third-party reservation companies.  The customer would have had to click on one of our ads or call our inbound call center to be directed to our company.

      We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ********************** an independent booking service for top hotels.

      We have found that the customer requested to book a reservation.  The agent advised that while we did not have access to the government rate, they could offer a rate lower than what the customer was looking for. The agent quoted all prices and advised they would be before taxes and fees.

      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 Sumter located at **** ***** ******* ******, SC, US, informed the caller that the reservation was for Double Room with Two Double Beds - Non-Smoking room type, confirmed the dates of stay as checking in on 2023-04-04 and checking out on 2023-04-06, and informed the caller that the total price for this reservation would be $445.79 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

      For cancellation before 31 March 2023 12:00 AM (hotel time): Risk-free booking! Cancel before 2023-03-31 and you'll pay nothing! Any cancellation received within 4 days prior to the arrival date will incur the first night's charge. For cancellation between 31 March 2023 12:00 AM and 4 April 2023 12:00 AM (hotel time): Failure to arrive at your hotel or property will be treated as a No-Show and will incur a charge of 100% of the booking value (Hotel policy). This is a partial refund of $214.41. For cancellation after 4 April 2023 12:00 AM (hotel time): For the room type and rate that you've selected, you are not allowed to change or cancel your reservation. If you cancel your room, you will still be charged for the full reservation amount. 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 apologize for any confusion that has occurred, however the cancellation policy associated with this booking no longer qualifies for a cancellation and refund. We are contractually bound to adhere to the terms and conditions agreed upon at the time of booking.

      Regards,

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

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