Complaints

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

close

Find a Location

Reservation Counter, LLC has 3 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Reservation Counter, LLC

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

• 

  Reservation Counter, LLC

  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:12/05/2022

  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.

  I reserved a room at the ****************************************** via Reservation Counter (R3861898534 Check-in: December 2, 2022; Check-out: December 3, 2022). I didn't realize they were a third party reservation center until I received the confirmation. I thought I was reserving directly via the hotel. The reason I booked the reservation was because the hotel was closest to Animal Kingdom and they provided a shuttle to the park, according to the website. When I arrived, I found that the shuttle did not transport guests to Animal Kingdom (even though it's the closest). Once we settled in for the night in room 230 (2nd floor), at 4 am, we were startled from our sleep by glass shattering from our window. Someone (or some people) broke the glass. My husband and I kept discussing the lack of hotel safety. When we asked the front desk whether we were credited for the night, we were told we'd have to contact Reservation Counter, since we did not reserve directly with Quality Inn. I contacted Reservation Counter and was told we'd have to check out of the hotel before they'd be able to credit the amount. What was meant to be a celebratory weekend with my family was ruined due to lack of security at the hotel, and to add insult to injury, when I called Reservation Counter yesterday for status, they informed me that the refund was denied by Comfort Inn because I didn't have it in writing! I am not asking for anything unreasonable. I am only asking for a refund of the one night stay $146.94 + $15.99 = $162.93, which I would have gladly paid if the hotel would have had someone intervene when they saw suspicious activity on security cameras.

  Business Response

  Date: 12/09/2022

  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.

  Our listing for this hotel does not include any information about where the hotel shuttle will travel to. It does not appear that the hotel has provided us with this information. 

  Based on the information provided to us by the customer regarding their stay, our support team has made every effort to reach the hotel and our partners to make a refund request due to the safety concerns experienced at the hotel. 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 2022-11-28. 

  Our agents reached out to the merchant in this case with the refund request and were advised that the hotel had denied the request. Due to the nature of the concern, we made the request for written approval from the hotel to assist in our refund request. We have received this written approval from the hotel and sent it to the merchant for further review. Refunds due to hotel quality issues are not guaranteed since we do not manage the property, but we are working toward a favorable result for the guest. As soon as we have final resolution we will provide the guest with another update.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 12/10/2022

   
  Complaint: 18523875
  
  I am rejecting this response because: . The hotel states its Reservation Counters responsibility to issue the refund. Once I receive the total refund, I will consider the matter resolved.
  
  Sincerely,
  
  ************

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 11 I booked a hotel room for Nov 19 thru Reservation Desk.com for $144.58. On Nov 16 I called to cancel the reservation and they refused to refund my money. The person I spoke to said their policy was that the room had to be cancelled within 24 hours of booking to get a refund. I told them I was reporting the company to BBB. After telling them this, they agreed to refund most of my money.

  Business Response

  Date: 11/23/2022

  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 ******************** on 2022-11-11.  The agent provided a complete recap of this reservation in which all the details of the reservation were reviewed. The agent informed the caller of the complete name and address of the property as ************************************************ located at ***************************************************************************, informed the caller that the reservation was for Room, 1 King **** *** Smoking room type, confirmed the dates of stay as checking in on 2022-11-19 and checking out on 2022-11-20, and informed the caller that the total price for this reservation would be $144.58 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

  Free cancellation until 12 November 2022 11:59 PM (-05:00). Cancellations made after 12 November 2022 11:59 PM (-05:00) will result in a 100% penalty of the stay charges and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. 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.

  The customer then contacted us on 2022-11-16 to request cancellation. Our agent explained the cancellation policy to the customer, who became upset. As a courtesy, the agent contacted our hotel partners and was able to secure a refund on behalf of the customer. The only portion withheld was the nonrefundable service fee of $15.99 USD. Please let us know if you have any other questions, 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 11/23/2022

   
  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.
  
  ***********************************************

• Initial Complaint

  Date:11/16/2022

  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.

  I made a week reservation at super 8 in ********** ************ through reservation desk from the 11 /10/22 11/17/22 something came up where I had to go home so I called super 8 to cancel I talked with a lady and she had my information brought up and I told her I need to cancel my reservation well I was at work and all of a sudden my phone went dead and I lost the call so I thought she had canceled and I went to make other reservation cause I'm going back tomorrow and they said my reservations were not canced and I could not get my money back I never checked in or nothing there trying to steel my money I want that money backll in

  Business Response

  Date: 11/23/2022

  To whom it may concern,

  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 Double room *************** Only) room type, confirmed the dates of stay as checking in on 2022-11-10 and checking out on 2022-11-17, and informed the caller that the total price for this reservation would be $324.22 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 Desk $15.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.

  The agent asked if the information provided was correct and if the caller had additional questions. We found that the caller confirmed that the booking information was correct and agreed to finalize the reservation.

  Reservation Counter purchases our inventory from multiple hotel partners and suppliers under strict 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 2022-11-07. 
  We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase. Please let us know if you have any other questions,

  Regards,

  ReservationCounter.com 

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18401491
  
  I am rejecting this response because:
  I called motel the morning I was suppose to check in and the manager said it was on file that I had canceled that morning that's ******** I want my money back
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/14/2022

  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.

  In June 2022 I made a reservation through their site for three nights. The location was incorrect (** instead of **) so the hotel cancelled the ** reservation on site and booked me for SC. The hotel issued a refund to ReservationCounter due to this ** cancelation in August 2022 but as of November 2022 still have not refunded me my money. **************** is evasive and only tells me they are working on it. The supervisor is never available, I never get a call back or email responses inquiring about my refund.

  Business Response

  Date: 11/22/2022

  To whom it may concern,

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

  This ******************** is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Counter $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.

  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 supplier regarding the refund request and they have agreed to review the request as a courtesy, but they have not completed that process at this time. As soon as we hear back from them, we will provide an update to the guest. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:11/14/2022

  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.

  November 10th $1021.91 ******** was paid The business made a booking in error, and verbally committed to refunding me. They are now stating I need a cancellation approval from the hotel manager *****************************************, they are claiming she is not returning their calls. I spoke to ******, she says they repeatedly called her and she advised them that they had made an error. And that they are responsible. They also pretended to be from Expedia - not "reservation desk". ****** claims they were asking her for my credit card information. They are refusing to refund my money despite me speaking to several representatives. Booking reference: *********

  Business Response

  Date: 11/21/2022

  To whom it may concern, 

  Our records show that the customer called with a request to cancel one of their three bookings. A full refund on booking 346968165 has been offered to the customer, we are simply awaiting the customer to confirm their mailing address for their refund check. Please let us know if there are any other questions. 

  Regards,

  Reservation Counter

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18400485
  
  I am rejecting this response because:

  The amount offered to me by the company does not match what they deducted from my credit card. They are offering me a lower refund. I sent them proof of what was charged. 
  

  There were 4 charges to my card, not 3. The 4th charge was not authorized. 

  I also want the refund directly to my credit card - which is what was promised, not a check via mail because I will have to pay a conversion from USD to CAD - which will not reflect what was actually charged originally. 

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

  Business Response

  Date: 11/23/2022

  To whom it may concern,

  Our records only show 3 charges. One of which was approved for a refund. As a US based company, we have offered a refund in US funds. When the customer cashes the check, it will be converted to CAD funds to reflect the changes. We are not able to refund to the customers credit card as we are not the merchant on the transaction and do not hold the customers credit card information. We are only able to offer a refund check, and can only offer that is USD as a US based company. 

  Please let us know if there are any other questions.

  Regards, 

  ReservationCounter.com

• Initial Complaint

  Date:11/09/2022

  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.

  I reserved a room at the Red Roof ************ Clev/****** **** for October 29, 2022 to October 30, 2022. I thought I contacted the Hotel directly but have found now found out it was through ReservationCounter.comI chose the hotel because it was close to Palace Theater where we were going to see ********************* in concert. We got to the hotel got a key. Room #*** Confirmation #*********. $14.99 booking fee and $101.87 Hotel reservation. We got to the room and I've never seen such a thing! The bed was unmade cover all over, chair next to the bed was wet and sticky, trash and hair all over. I put the keys on the counter and we left. Never stayed the night. Ive contacted the hotel several times they have canceled on their end and have in the system my complaints, and tell me it has to be resolved through Reservation Counter BUT Reservation Counter tells me it has to go through their support team but refuses to give me a refund. I'm getting NOWHERE! I work HARD for my money and they appear to be BIG TIME scammers. I keep trying to call and they will ******* answer my calls. I'm reaching out to the BBB in hopes of getting this resolved and a refund. I used my **** credit card just so you're aware.Thank You,*************************************

  Business Response

  Date: 11/17/2022

  To whom it may concern,

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

  Reservation Counter is a reservation booking service and we have no direct affiliation with any hotel properties or their management. As such, we are unable to process refunds for hotel quality without express permission from the hotel. In this case, the guest has noted that they checked in to the room, which marks the reservation as utilized. They then left their key on the counter and left the hotel.

  When our agents contacted our hotel partners, we were advised the hotel did not agree to process any sort of refund as the guest did not address the situation with them at the time of stay and give them the opportunity to rectify things. The guest checked in to the room and the hotel records show that the booking was used in full. As the hotel denied the refund, we are unable to assist further. 

  We would recommend that the customer obtain written approval of the refund if they would like to make another claim. We'd be happy to assist if we can obtain the correct documentation, however at this point the hotel has advised they are unable to process a refund to the guest. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:11/09/2022

  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.

  Reservation was created on 10/10/2022. I paid the business a total of $407.42 for a hotel reservation at the Holiday Inn Express. I called the confirm the reservation with the hotel. They didn't have my reservation. I had to call reservation counter to resolve - they gave me a new confirmation # which when I read to the Holiday Inn ended up being the confirmation for a different person at a different hotel. Eventually the hotel ended up finding my reservation. I checked in & checked out as I had planned. The following day the Holiday Inn charged my card for the full amount of the reservation after I had already paid Reservation Counter on 10/10. I called the hotel they had no payment from Reservation Counter on record. I called reservation counter and they said they will investigate and send an email **** business days later. The confirmation/itinerary # from reservation counter is *********. Based on reviews online this company has been scamming people for years and they need to be shut down.

  Business Response

  Date: 11/17/2022

  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 Holiday Inn Express *************- ***********, an IHG Hotel collected payment for this reservation on 2022-10-10. 

  Our agents contacted our hotel partners to ensure that the booking was available for use by the guest and were informed that the customer was checking in. The customer informed us after their stay that the hotel had charged them again. We contacted our hotel partners again, who advised us that they will be investigating this complaint with the hotel since the hotel did gather payment. We are also requesting further information from the guest so that we may prove a double billing on this case and assist the customer in being refunded one of the charges. As soon as we have final resolution, we will update the customer. 

  Regards, 

  ReservationCounter.com

• Initial Complaint

  Date:11/07/2022

  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.

  I, unfortunately, purchased my booking for a hotel in ********* **, accidentally through Reservation Counter LLC. They do an excellent job hiding all information from you and thanks to their massive SEO budget. They appear on ******** search results directly above the official Hilton site. I had assumed I booked my stay directly with ******, clearly, that wasn't the case. Either way, they have a "downtown" and a "south" location for the Hilton inn. Both are the exact same hotel with the same rates 15 mins apart from each other. I reached out to the reservation counter LLC phone support, after speaking with someone on their support line and explained the situation stating that I selected the south hotel but immediately after I selected "book it" on the website, the Downtown location was booked. I was instantly prompted by a screen with an option for cancellation but after selecting cancel, the site response said cannot cancel. Their "No cancellation policy" is nowhere advertised during the entire encounter. It isn't till after you book does it tell you no refunds...I contacted their "support" line and explained the situation, I was informed that they will reach out to their "Support Team" and get back to me. No more than 5 mins later I receive a callback with the answer being, so I reached out to our support team and there is nothing we can do...shocked, I asked how that is possible it was nowhere advertised that this would be the case. I never even received a confirmation email or anything from them. Come to find out, these are their words "If you don't call and book the reservation over the phone, then you will not get any confirmation". I was blown away by this whole encounter, I even suggested ill pay the extra cost to just have the current reservation moved to the same hotel 15 mins away, which I was shot down. This "company" needs to be shut down completely, a simple fine will not cut it. 300+ complaints on this site alone...and they are still in business.

  Business Response

  Date: 11/15/2022

  To whom it may concern,

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

  This ******************** is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Counter $15.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.

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

  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 your 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.

  The customer then went online and cancelled the booking.  When cancelling a reservation online, a customer is again advised of the cancellation policy and must accept the terms and conditions in order to process their cancellation.  The customer again acknowledged and agreed to the nonrefundable cancellation policy.

  Unfortunately, we are unable to process a refund in this matter. We are contractually bound to adhere to the terms and conditions of the reservation as agreed upon at the time of booking. Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:11/01/2022

  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.

  had a reservation at a hotel. had to cancel it due to death in the family. Reservation was cancelled but money was not returned to credit card. was promised within **** business days money will be returned but has not. Have constanly talked to people who keep saying its been escalated and been promised callbacks to no avail. I was told to "sit on my hands and wait". Reservation cancelled on 10/14/22 6:30pm. I have email to confirm cancellation

  Business Response

  Date: 11/08/2022

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. We have found that a refund has been approved for this customer, and that the merchant has entered the refund for processing. As we are not the merchant, we do not have further information. Refunds typically process within **** days, but this timeline can vary depending on the merchants processing times and the bank or credit card company's policies. Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:10/31/2022

  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.

  While attempting to reserve hotel messed up our reservation to a point of cancellation and no money is being returned

  Business Response

  Date: 11/08/2022

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. Upon further review we have found that the customer booked 2 *********************.

  The customer contacted us on 2022-10-23 to request a modification of their booking under itinerary number 341712975.  The cancellation policy on this booking 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.

  Based on the nonrefundable policy, modifications are unable to be made as no refund would be possible. The customer obtained initial approval from the hotel for a one night refund due to illness. As neither our company nor the hotel are the merchant of record, final refund approval is required from our supplier. This case was sent to them for final approval, which we are currently waiting on a response for. 

  The customer then contacted us on 2022-10-31 to ask if their booking under itinerary number 9158652788929 had been cancelled. On our end it still showed active, so our agents contacted our hotel partners who also confirmed the booking remained active. The cancellation policy on this booking 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 $14.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  
  As a courtesy, our agents requested that the booking be cancelled with a full refund, as the customer stated they did not use the booking. Unfortunately, the hotels reservation department advised that the reservation was tagged as a no show and they would not be able to provide a refund. 

  We are still awaiting the final outcome of itinerary 341712975 and will provide a final resolution as soon as possible. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18340583
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************

  Customer Answer

  Date: 11/08/2022

  When originally found out I could not get a refund moved original reservation with that had to pay full price for other reservation with the term of previous being returned on on last reservation when arrived to hotel found out that reservation counter had canceled my reservation without our permission. Had to pay full night also hotel was not happy with the outcome. With my wife there already and in a bind obligated to pay for new night stay. With that being said they never correctly accomplished the reservation thats why I need complete refund on both reservations

  Business Response

  Date: 11/17/2022

  To whom it may concern,

  The original terms and conditions of the reservation were agreed upon at the time of booking, including the dates and the nonrefundable cancellation policy. The customer called in making a request to change the dates of stay which is not allowed under the nonrefundable cancellation policy. We have been working on this as a customer courtesy, but there have been no refund guarantees made to the customer. We are continuing to work on this and see if a refund can be made as a courtesy to the customer, but there is no refund guarantee since this reservation was booked under a strict nonrefundable cancellation policy. 
  
  As soon as we have a final resolution, we will update the customer. 

  Regards,

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