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:02/04/2023

  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.

  On Friday, 1/27/23, I pulled up The Hampton Inn, **** ***** *****, Raleigh, NC on my computer, BY THE ADDRESS, because it was close to an event my grandson is attending this weekend, 2/3-2/5/23. I booked the reservation, and when I printed the receipt, it had The Hampton Inn, but at **** **** ********* ***** in Raleigh. I had never even looked at that hotel, as it is 30 minutes away from the event. How this reservation was made at the wrong location, I have no clue, but I do know what tab I still had open, and that was **** ***** *****. I tried calling the support number, and it's a call center in Guatemala. I only asked that my reservation be changed to the correct hotel. They only repeated that they had no authority to modify or cancel anything. I've talked to several people in three different South American countries, all spewing the same exact words. I asked repeatedly for a phone number of someone that could actually help me, but no one could, or would, give me a working number. They even lied to me, and said they contacted the hotel, and the hotel said it could not be changed, when in fact, I had just spoken to the manager at the hotel, explained the situation, and she said it was fine with her to change it to my desired location, but it was not up to her, because they (Reservationcounter.com) was who had my money. I have spent hours online, and on the phone, trying to locate this business, but to no avail. The manager at the hotel said my reservation was booked by GetARoom.com, ###-###-####, corporate office Dallas, TX. But when I called, I got a guy in Manilla, Philippines. The front desk manager was so displeased with this third-party booking fiasco, she took action, and the General Managers of the two hotels involved have resolved my issue. But I want everyone to know that there is nothing on the up and up about this company. When you cannot reach an actual business, only foreign call centers, good chance it's a scam. All phone #'s listed here are no good.

  Business Response

  Date: 02/09/2023

  To whom it may concern,
  
  Thank you for the opportunity to review this case. Upon review of this reservation, we have found that this reservation was booked online. During the online booking process, the customer must click on one of our ads to be directed to our website. We are an independent booking agency and book hotel reservations for over 200,000 hotels worldwide. The customer selected their location, room type, and dates of stay prior to booking the reservation.  These details are provided to the customer prior to them entering their credit card information and confirming the reservation.  The customer is also provided with 3 separate opportunities during the booking process to review all the terms and conditions of the reservation including the cancellation policy. The cancellation policy on the reservation chosen by the customer states: 
  
  This reservation is non-refundable. There is no refund for no-shows or early checkouts.  The Reservation Counter $15.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  
  These terms and conditions must be acknowledged and agreed to before the booking can be finalized. The customer then contacted us regarding their desire to change locations, however we are contractually bound to adhere to the terms and conditions as agreed upon at the time of booking. The customer reached our business numerous times. We do understand that the customer did not get the resolution they desired, however we are required to abide by the terms and conditions agreed upon at the time this was booked. Please let us know if you have any other questions. 

  Regards,

  ReservationCounter.com 

  
  

  Customer Answer

  Date: 02/13/2023

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

  I pulled up the hotel I needed to stay at by ADDRESS.

  I was booked at an entirely different LOCATION, one that I had not even looked at!

  I was not asking for a REFUND.

  I was asking to be changed to the CORRECT hotel location.

  Just a note, there were 189 complaints, prior to mine, in the last 12 months!
  
  
  
  Sincerely,
  
  ***** *****
  
  

  Business Response

  Date: 02/15/2023

  To whom it may concern, 

  As previously stated, the customer selected their own location and dates. Our websites, like others, work by taking incoming data from customers in order to create their reservation. The reservation is nonrefundable and prepaid, which is why we are unable to make any changes to the existing booking. Prepaid rates guarantee a rate for a specific date and location. Rates change and vary multiple times a day depending on a number of factors including dates of stay, location, or supply and demand. This existing booking would have needed to be canceled in accordance with the cancelation policy and then the guest could book for a different location. We also do not contract directly with any hotels, and therefore could not just move a reservation to a different location. 

  Please let us know if you have any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:01/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made reservations with RC on about 9/8/22, they took my money of ****** on 9/8/22 also. Itinerary No for reservation is *********. Res. was for 10/15/2022. When we got to hotel rooms weren't ready so they valet parked our vehicle and told us to go do whatever and we can check in after 3pm. Got back to hotel around 10pm. Front desk informed us we didn't have a reservation. I showed them the reservation number and where RC had taken my money. Would not honor that number. Had to drive back in the middle of the night as no rooms were available in ***********, they were having alot of festivies going on that weekend. I have tried to get them to refund on numerous occasion for the ******. They are saying we cancelled the reservation. I was there with 6 other couples they all got to check in and they all witnessed this. I just want my money back and to alert the public if they are making reservations they should not deal with this Company.

  Business Response

  Date: 02/06/2023

  To whom it may concern,
  
  
  Thank you for the opportunity to review this case in depth. 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 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. Reservation Counter does not hold the payment or store credit card information. 

  In order for a refund to be processed, the hotel must initiate a refund to the merchant of record, who could then process it back to the customer. The customer informed us that the hotel had stated they did not collect payment for the booking, so our agents contacted the merchant of record to request that a refund be processed back to the customer. The merchant of record indicated that the payment had been taken in full and that the reservation had been "checked in" and therefore used. Since the merchant did not receive the payment back, they could not process a refund to the guest. 

  We understand the customer's frustration as it appears we've received conflicting information about the status of the booking at the hotel. We have reached out to the hotel's management team to see if we can get more information, but have not heard back from them yet. We will provide further information as we get more updates.

  Regards, 

  ReservationCounter.com

  Customer Answer

  Date: 02/06/2023

   
  Complaint: ********
  
  I am rejecting this response because:  They would not let me check in to the hotel they did not have my reservation.  I am forwarding the letter from the Holiday Inn

  ---------- Forwarded message ---------
  From: ******************************* <***************************>
  Date: Mon, Feb 6, 2023 at 10:05 AM
  Subject: Fwd: Reservation of Itinerary No. ********* of ***************************
  To: <************************************>
  

  
  
  

  #******** Here is the letter from Holiday Inn.  I was not able to attach to original email
  

  Thank you,
  *******************************
  
  ************ phone
  
  

  
  
  

  ---------- Forwarded message ---------
  From: ******************* <Kayla.King@dynamicgroupmgmt.com>
  Date: Fri, Feb 3, 2023 at 1:02 PM
  Subject: Re: Reservation of Itinerary No. ********* of ***************************
  To: Reservation Counter <support@reservationcounter.com>
  Cc: ******************************* <***************************>
  

  
  
  

  Reservation Counter-

  ***** did not cancel her reservation.

  I have spoken with you all and Expedia about this reservation.

  
  

  ***** arrived at our hotel to check in. Her reservation was not found in the system.

  They left the hotel and traveled back home.

  
  

  We have not informed you that a refund will not be granted due to cancellation because there was no cancellation.

  I have approved the refund and Expedia sees that through our extranet.

  
  

  Please have this case escalated for review.

  *****

  
  

  On Thu, Jan 26, 2023 at 11:14 AM ******************************* <***************************> wrote:
  

  got this today
  

  Thank you,
  *******************************
  Aflac Associate
  ************ phone
  
  

  
  
  

  ---------- Forwarded message ---------
  From: ReservationCounter.com <support@reservationcounter.com>
  Date: Thu, Jan 26, 2023 at 7:35 AM
  Subject: Reservation of Itinerary No. ********* of ***************************
  To: <***************************>
  

  
  
  

  ************** Hello ***************************, Thank you again for contacting us regarding your ***************************************************, an IHG Hotel reservation. We have reviewed your inquiry, checked our records, and made a request to our hotel partners on your behalf to obtain approval for a refund exception. Unfortunately, we have been informed by our hotel partner that a refund will not be granted due to the cancellation policy that was provided and agreed upon at the time of booking. We value you as a customer and apologize that we are not able to offer your desired resolution at this time. Should you need further assistance, please respond to this email and a member of our Escalations Team will take good care of you. It was a pleasure assisting you with your request. Regards, ****** ReservationCounter.com ************** Terms of Use | Policies | Contact Us Copyright 2023 Reservation Counter. All rights reserved

  If you'd like to unsubscribe and stop receiving these emails click here .

  

  
  

  
  

  --
  

  ******************* | General Manager
  

  Holiday Inn & Suites | 434 ***********. ***********, ** 37402
  Tel: ************ | Fax: ************ | Mobile: ************

  Independently owned by Eco Properties LLC and operated by Dynamic Group.

  
  

  This document is for internal use and is to be shared with management and legal counsel.
  

  
  

  
  

  --
  

  ******************* | General Manager
  

  Holiday Inn & Suites | 434 ***********. ***********, ** 37402
  Tel: ************ | Fax: ************ | Mobile: ************

  Independently owned by Eco Properties LLC and operated by Dynamic Group.

  
  

  This document is for internal use and is to be shared with management and legal counsel.
  

  Noted. Received, thank you. Noted with thanks.

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

  Business Response

  Date: 02/09/2023

  To whom it may concern,

  As previously stated, the supplier advised us that they had not received a refund back and could therefore not credit the customer. This is still an open case in our system as we have been working with our supplier to get this refunded to the guest based on documentation we received from the hotel. In this case, we are not waiting on the hotel or Expedia, rather we are waiting on the merchant to confirm they've received the funds back and can process back to the guest. We do understand that this is frustrating, however we are required to wait on their final resolution since we are not holding the customers credit card information or payment. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 05/15/2023

  Itinerary #********* reservation for the Holiday Inn Suites in ***********, **.  This dispute has not been resolved.  I have not received my refund from Reservation Counter of 300.77.  I lost my credit card and closed my account with Regions Bank.  Reservation Counter says they can't refund back to me without that account number.  I have asked them to send me a check for the refund.  I have sent them all the information they have requested.  I don't know what else I can do, but I would greatly appreciate your help in this matter.  

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

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

  
  

  
  

  Thank you,
  *******************************
  ************ phone

  Business Response

  Date: 05/22/2023

  To whom it may concern, 

  Thank you for following up on this case. We have consulted with our hotel partner who has been unable to process a refund back to the guest due to their account being closed. As a courtesy, our company will issue a check to the guest to cover this cost. Please let ** know if there are any other questions. 

  Regards,

  ReservationCounter.com 

   

  Customer Answer

  Date: 05/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as long as I get my ****** in a timely matter I have been waiting on the refund for over 6 months now.  I just want them to do the right thing by me.  I know they have my address in there file but I'm submitting it again.  **************************; ************, **  35976
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 06/06/2023

  The Reservation Counter responded on 5/23/2023 that with my address that I would get a check  within 10 to 15 days.  I have not heard another word nor have I received any monies, once again I don't know how these people are still in business.  I defintely want to reopen this case.  They have had my money for 7 months now.  When does it end.  My address once again is **********************************************************; *****

• Initial Complaint

  Date:01/31/2023

  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 company is a complete rip off! I dont understand how they are still allowed to be in business! They are a complete scam! I booked a room through them and when I wanted to change my room type they said I would need to rebook the reservation and then they would transfer me to the correct department to cancel the original reservation. Guess what- apparently I was past the date that I could cancel..even though they told me thats what I needed to do! I will e contacting my bank to file a fraud report on this company

  Business Response

  Date: 02/06/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. The customer contacted us on 2022-10-10 and requested to book a reservation. The cancellation policy agreed to at that time states:

  Free cancellation until 23 January 2023 05:00 AM (hotel time). Cancellations made after 23 January 2023 05:00 AM (hotel time) will result in a $658.03 USD fee. The Reservation Counter $14.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.

  The customer then contacted us on 2023-01-23 to request a change to their booking. In order to make changes to a prepaid booking, it must be cancelled in accordance with the cancellation policy after being rebooked with the corrected details to ensure the customer has a ******************** to their liking. The customer was informed of this and requested to make the changes. The new reservation was booked and the customer was transferred to customer support to request the cancellation. The customer then became upset that they were going to be charged for cancelling and told the agent to leave the booking active and said they'd deal with it later. 

  We do apologize for any misunderstanding, however the agent was clear in stating that the existing booking would need to be cancelled in accordance with the cancellation policy in order for changes to be made. Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:01/26/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company charged me for a service fee that I was not aware of and did not authorize. It was on 07/17/22 for $14.99 and I am barely noticing it on my credit card statement. I contacted the business and explained that those charges were not authorized by me and did not appear anywhere. I also explained that they do not have an authorized signature from me about those fees, but they refuse to send me any information that shows any proof of that.

  Business Response

  Date: 01/31/2023

  To whom it may concern,
  
  Thank you for the opportunity to review this case. Upon review of this reservation, we have found that this reservation was booked online. During the online booking process, the customer must click on one of our ads to be directed to our website. We are an independent booking agency and book hotel reservations for over ******* hotels worldwide. The customer selected their location, room type, and dates of stay prior to booking the reservation. These details are provided to the customer prior to them entering their credit card information and confirming the reservation. The customer is also provided with 3 separate opportunities during the booking process to review all the terms and conditions of the reservation including the cancellation policy. The cancellation policy on the reservation chosen by the customer states: 
  
  For cancellation before 26 December 2022 12:00 AM (hotel time): Between 16/Jul/2022, 12:00 AM and 26/Dec/2022, 12:00 ******** time (CST), you may cancel your reservation for a partial refund. This is a partial refund of $8.79. For cancellation after 26 December 2022 12:00 AM (hotel time): After 26/Dec/2022, 12:00 AM (*******/*******) 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 Desk $14.99 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. As a courtesy, we have already refunded this fee to the customer when they called us to express concern about it. Please let us know if you have any other questions.

  Regards,
  ReservationCounter.com

  Customer Answer

  Date: 02/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  However, the company needs to work on having this information big and visible, and added right by the total where customers can clearly see it.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/16/22 I went online to make a direct booking at the hotel for a stay on 1/13/23 to 1/15/23. I have to book this reservation way in advance every year because the hotels book up fast for this event. And the longer you wait to book it, the higher the room prices are. I always book it directly with the hotel, so that I can make modifications to my reservation later once the event schedule comes out. This company is deceptive in their online marketing in that I thought I was booking directly with the hotel and not a third party. I called them yesterday to either cancel or modify my hotel and they told me that they would not do this until the hotel agreed to cancel it. They told me they would call the hotel and call me back. I then called the hotel directly and they told me they have been getting several complaints about this company because customers feel they are booking directly with the hotel when they aren't. They told me they would approve the cancellation and that they flagged my reservation to say this. They just needed the company to call them to cancel it. They representative for Reservations Counter called me back and said the hotel did not approve my cancellation. I told him that I just got off the phone with them and they said they would cancel it. I asked them to call the hotel back. They said they would and that their resolutions team would email me back about it. I got an email from them today stating again that the hotel did not approve the cancellation. I called the hotel again and they said they have not received a call from Reservations Counter regarding my reservation. I emailed them back and asked them to call me and then call the hotel on three way, so that I could hear for myself that they are in deed even attempting to call them. No response yet. The hotel also told me that they don't charge third parties until the day of my reservation. The rep told me they needed to get a refund from the hotel first before they could refund me. This was a lie

  Business Response

  Date: 01/12/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case. Upon review of this reservation, we have found that this reservation was booked online.During the online booking process, the customer must click on one of our ads to be directed to our website. We are an independent booking agency and book hotel reservations for over ******* hotels worldwide. The customer selected their location, room type, and dates of stay prior to booking the reservation.  These details are provided to the customer prior to them entering their credit card information and confirming the reservation.  The customer is also provided with 3 separate opportunities during the booking process to review all the terms and conditions of the reservation including the cancellation policy. The cancellation policy on the reservation chosen by the customer states: 

  This booking is non-refundable, cannot be cancelled, changed or transferred and refunds are not allowed. The Reservation Counter $14.99 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 contacted us on 2023-01-05 and advised they would not be making their trip anymore and needed to cancel. The agent advised the customer of the cancellation policy, but did advise that we would make a refund request on their behalf. The agent contacted our hotel partners, who called the hotel and spoke to Assistant Manager ***, who advised that they cannot cancel the reservation due to the cancellation policy and denied the refund request. The customer was advised of this on the phone call. We understand the customer is upset, however we are contractually bound to adhere to the terms and conditions agreed upon at the time of booking. 

  Please let us know if there are any other questions.

  Regards, 

  ReservationCounter.com

• Initial Complaint

  Date:01/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation online on June 28/22 confirmation number ********* for $798.34, with what I thought was with the hotel, ********* in ***** ** but in fact it was with/through Reservation Desk. The trip was for my special needs daughter's 14th birthday party. Unfortunately a week before the trip she had an grand mal epileptic seizure and she was unable to travel. I cancelled the reservation well before 48 hours of the trip which is the hotels policy for a refund, but Reservation Desk required a 72 hour cancelation notice in order to receive a refund. After months of a lot of back and forth and getting the **** consumer affairs office involved they agreed to submit a full refund on 11/10/22 and I still haven't received anything. I also received an email from ************************* at their partner/parent company WebBeds on 11/30/22 confirming I would receive a full refund and again I have received nothing to date. I have called and left messages, sent several emails and no one will reply or return my calls. I am asking for my full refund of $798.34 immediately.

  Business Response

  Date: 01/12/2023

  To whom it may concern,

  Thank you for reaching out to us regarding this refund request.Our records indicate that a refund was approved on the case, however we are not the merchant of record and have limited access to information pertaining to the funds. We have reached out to the merchant and requested an urgent update in this matter. Because we are not the merchant of record on the transaction,our company is not holding the funds. As soon as we have further information,we will provide another update. Please let us know if there are any other questions. 

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 01/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. And I have since received the refund due to me. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/31/2022

  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.

  I thought I was calling the hotel directly and asked the agent that question. He affirmed which was not true. I asked the question because he was having difficulty confirming that I was seeking a reservation in a block of rooms set aside for a wedding I will be attending. The block rate is $279 versus $429 they charged. I realized this was not the wedding block rate after comparing the rates after receiving the confirm from them. I made the reservation over the phone from my car, so i had no way to compare the rates at that time nevertheless, I advised the agent several times that i was part of a wedding and wanted the wedding block of rooms rate.The agent was deceptive and dishonest

  Business Response

  Date: 01/06/2023

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. 

  Reservation Counter purchases our inventory from multiple hotel partners and suppliers under strict contract to abide to 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 2022-12-30. 

  We are currently investigating the concerns outlined in this complaint to provide the best resolution for the customer. As soon as we have a final resolution on this matter we will update the guest. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:12/30/2022

  Type:Billing 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 with them for a stay at a Holiday Inn Express on December 28, 2022. I was charged over $50.00 more than I anticipated. We stayed at the same place the week before on a Tuesday night. This reservation was for a Wednesday night. The room fee was $20 more which I understood and was aware of. Taxes and fees for the week before were less than $15.00. So I expected them to be about $20.00. I was shocked that they were $49.68 when I saw the bill. In addition I was charged a service fee for $15.99 by the company . I was not aware of this fee. I believe ReservationDesk inflated the taxes and fees by over 50% and then charged that additional fee I was not aware of

  Business Response

  Date: 01/05/2023

  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 2 Queen ***** ********** room type, confirmed the dates of stay as checking in on 2022-12-28 and checking out on 2022-12-29, and informed the caller that the total price for this reservation would be $206.89 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

  This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Desk $15.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.

  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 Desk purchases our inventory in bulk from multiple hotel partners and suppliers under strict contract to abide to the terms and conditions that the hotel properties have dictated for their inventory. These terms were presented to the customer at the time of booking, and the customer agreed to these terms and conditions. 

  Please let us know if there are any other questions.

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18658863
  
  I am rejecting this response because:
  

  During the phone call, I was not told about the $15.99 service fee, nor the $49.68 for taxes fees that would be charged.  The discussion was about the room rate of $141.22.  And many times the individual mentioned the reservation was nonrefundable.  I had stayed at the same place a week before and expected that the taxes and fees would be less than $20.00. I do not trust ReservationDesk because at the very least, they refuse to refund the $15.99.

   

  They have not apologized at all about what has happened. 

  
  Sincerely
  *********************

• Initial Complaint

  Date:12/16/2022

  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.

  ******* redirected me to an agent from Reservation Counter, a third-party travel agency, who made a reservation at a Comfort Inn without my full acknowledgment of their non-refundable policy. Before making the reservation on the phone, I told the agent that I could not hear his voice due to the loud background noise but the agent reassured me that he could hear me. When the reservation and payment went through, the confirmation email stated that it was not refundable. I immediately called the third-party travel agency and confirmed that and didn't believe me when I said that the agent did not state that in the call. I immediately called my credit card company to cancel the transaction but was told that the transaction had not been processed. So I then called Comfort Inn and was told by the manager that I could cancel the reservation at the time of the stay, which is what I did. The manager confirmed that he would cancel my reservation and that a refund of $1006.15 would be processed, but I never received it. A few weeks later, I called the hotel again; they said they had no record of this reservation and that they never received or charged this amount to my account. I am filing this claim because Reservation Counter charged me $1006.15 for a reservation that was canceled by the hotel and the contact number they provided me in the email confirmation was incorrect and directed me to a jail facility.

  Business Response

  Date: 01/03/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth.  ReservationCounter.com is an independent hotel booking agency and we make reservations for over ******* hotels worldwide. We are required to adhere to strict guidelines set by the *** and are in direct compliance in our business practices.  When a customer searches for a hotel online, they will return multiple results including advertisements from third party reservation companies.  The customer would have had to click on one of our ads or call our inbound call center to be directed to our company.
  
  We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ReservationCounter.com an independent booking service for top hotels.
  
  We have found that the customer requested to book a ********************.  The agent provided a complete recap of this reservation in which all the details of the reservation were reviewed. The agent informed the caller of the complete name and address of the property as *********************************************** located at ******************************************************, informed the caller that the reservation was for 1 queen **** nonsmoking (Room Only) room type, confirmed the dates of stay as checking in on 2022-10-01 and checking out on 2022-10-07, and informed the caller that the total price for this reservation would be $1,196.70 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  
  This reservation is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Counter $12.99 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 advised us that the hotel would be willing to cancel with a full refund. As a courtesy, we are currently working with our hotel partners to see if this refund can be approved and processed to the customer. We are not the merchant of record on this transaction, so we are not the entity holding the funds. We are currently working with the merchant to try to get this processed to the guest, but cannot guarantee that request will be fulfilled based on the cancellation policy. We will continue to work with the merchant toward a favorable outcome for the customer.

  Regards,

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

• Initial Complaint

  Date:12/13/2022

  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.

  On 11/30/2022 I called what I thought was the Marriott Galleria in ******* fir a reservation. At no time did the representative on the other end say they were not part of Marriott. In fact they answered as if they were the reservation desk. I even asked if they could look up and add my Marriott rewards number to the reservation. They actually put me on hold as if they were pulling the information for me and came back to say I would need to call the rewards center. They did not explain why they had no access to this information. If I had been told this was not the Marriott I would not have used them. I asked if they would be sending me an email confirming the reservation to which they answered yes. Nothing arrived. I called to make a change to the reservation only to discover they were not the hotel. I contacted my credit card and filed a dispute after I was told that if they listened to the recording of the call and determined they did not represent themselves as reservationcounter.com they would refund my money. I have called back multiple times since they said this but keep getting the run around. The hotel said they made the reservation through Priceline.com. The agents name I last spoke with reviewing the deciding was **** and her agent #********. If they had not scammed me I would have checked their rating which all say it it is a scam. They advertise the hotel with their phone number as the marriotts number. Horrible experience. They should be forced to close their doors. My credit card company said they charged me a service fee day one and 5 days later the cost of the room. Horrible.

  Business Response

  Date: 12/21/2022

  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 Deluxe room, guest room, 1 king, city view, high floor (Room Only) room type, confirmed the dates of stay as checking in on 2022-12-14 and checking out on 2022-12-16, and informed the caller that the total price for this reservation would be $365.02 USD which would include all taxes and fees, and would be due at the time of booking. The agent then read the cancellation policy verbatim which states:
  
  This reservation is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Counter $15.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  
  The agent asked if the information provided was correct and if the caller had additional questions. We found that the caller confirmed that the booking information was correct and agreed to finalize the reservation.

  The customer then called in to make their refund request. When our agents explained the procedure for reviewing the recording for any errors, the customer demanded an immediate refund. We do understand the customers frustration, however our agents are required to follow investigative procedure to ensure the integrity of the contract for both the customer and the business. The customer then proactively filed a dispute with their bank. When a customer proactively files a dispute, we 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.  

  In the meantime, we did follow procedure to have the call recording reviewed and even though we did not find any error on the part of the agent, we did make a refund request on the customers behalf with the merchant. This refund was granted on their behalf and a follow up email sent. Please keep in mind that the customer has filed a dispute, so we cannot guarantee that their bank will now accept this refund.

  Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com