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:10/25/2022

  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.

  Reservationdesk.com is scamming our customers to make them think they are booking directly with our hotel meanwhile they are booking with a 3rd party without being notified. They charge them an additional $14 non-refundable fee and then charge us a commission. We would like them to stop booking reservations at our hotel and we have asked them to stop but to no avail, they keep purchasing ****** ads and scamming our customers. When you call the company you just get the run around. They are taking advantage of customers and independent hotels.

  Business Response

  Date: 10/31/2022

  To whom it may concern,

  We do not contract directly with any hotel locations. We partner with other booking agencies to purchase inventory. Due to this, we do not have the ability to add or remove any particular property from the uploaded inventory we receive. The hotel would need to reach out to their OTA contacts to address this with them. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:10/24/2022

  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 used this service on 10/15/2022 to book a hotel went to check in to said hotel I was refused service by a manager due to a policy about not renting to locals this was not listed anywhere.. Manager agreed to refund but I had to contact 3rd party the first call I was given incorrect information causing myself multiple more phone calls 9 days later I still have no refund and everytime I call no one has any information on my refund I just want a full refund I also believe this policy should be listed for future customers

  Business Response

  Date: 10/31/2022

  To whom it may concern, 

  Upon further review we do see that we were not provided with this policy when the inventory was supplied to us. We have contacted the merchant of record and confirmed that the refund was approved. The merchant has advised the refund approval was sent to their finance department for processing. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18305442
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  I still almost 3 weeks later dont have a refund it didnt take 3 weeks for the money to leave my bank account and my bank says they are not holding it. 

  Business Response

  Date: 11/10/2022

  To whom it may concern,

  As previously stated, we are not the merchant on this transaction. Due to this, we are unable to assist in refund processing. The merchant was contacted and we were advised that the refund was sent for processing. We recommend the customer work with their bank to secure the refund.

  Regards, 

  ReservationDesk.com

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18305442
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  i have contacted the hotel and they have as well as your company advised me that you do issue the refund I also contacted my bank and was advised that they are not holding my money Ive had plenty of refunds and never had so much issues all this company is doing is passing the blame I will be making a police report and contacting my attorney if I need too. 

• Initial Complaint

  Date:10/21/2022

  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 am military and made a reservation for for a temporary duty at the ***************. When the *** came around, One member could not come (*****************************) because his father was given days to live and was due to pass during our time at the lodge. I have asked for a refund multiple times and they basically refused to give it to me because of their policy. I feel if someone has passed away, there has to be some leeway for this. In addition, I had another member on the reservation as well (*******************************, transferred to ***********************) and we both left the lodge a day early due to inclement weather and we had to fly out early in the morning. The company issued me a refund for the one day we left early, however I requested a refund for the one day for *********************** and they refused. I have tried multiple times to contact and get the refund but i have gotten hung up on, ignored and no further assistance. I have asked to speak with a manager, but they have refused. I feel a death in the family is significant and the company should take a closer look at this. In addition, why issue a refund for one member for leaving early but not the other? This doesnt make any sense.

  Customer Answer

  Date: 10/21/2022

  Yes, I reserved the rooms through reservation desk. The confirmation numbers are as follows: *********, *********, and ********. They also used my email ********************** and my cell number ************.  Additionally, I have continued to reach out to them, no response and whenever I asked to speak to a manager, they would never transfer me. 

  Business Response

  Date: 10/31/2022

  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 3 rooms.  For this case we have confirmed the following for the room booked in the name of *****************************. 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 *************** Resortlocated at *******************************************************************, informed the caller that the reservation was for KING ******* VIEW (Room Only) room type, confirmed the dates of stay as checking in on 2022-04-11 and checking out on 2022-04-15, and informed the caller that the total price for this reservation would be $769.71 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  
  Free cancellation until 8 April 2022 01:00 AM (hotel time). Cancellations made after 8 April 2022 01:00 AM (hotel time) until 10 April 2022 01:00 AM (hotel time) will result in a $192.43 USD fee. You may not cancel this reservation after 10 April 2022 01:00 AM (hotel time).
  
  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 *************** Resort collected payment for this reservation on 2022-03-01.
  
  The guest contacted us on 2022-05-26 requesting a refund for ***************************** not staying at the property. We are not the merchant of record on this transaction, and therefore would rely on the hotel and the merchant of record to make refund decisions. As a courtesy, we reached out on behalf of the customer and requested a refund, however that request was declined. We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase.
  
  Please let us know if there are any other questions.
  
  Regards,
  
  ReservationDesk.com

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18251042
  
  I am rejecting this response because, I don't understand how you do not acknowledge a death in a family.  What is the policy on this? How is this acknowledged? 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/20/2022

  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 canceled a reservation on the 15th of September 2022 and to date cannot receive my refund. I spoke to 4 different agents to no avail. No on can shed light on what's going on.

  Business Response

  Date: 10/26/2022

  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 ****************************** collected payment for this reservation on 2022-09-13. 

  Reservation Counter is not the merchant of record in this case, but we have confirmed with the merchant that the payment was cancelled. We recommend reaching out to the bank in this case to request further information about the funds being applied to the customers account.

  Regards,

  ReservationCounter.om

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18251558
  
  I am rejecting this response because: 'Payment is collected by our hotel partners who is the merchant of record...reservation is not the merchant of record". So, what is your connection to this booking? Who did I make my payments to? I spoke to the hotel and they advised me to contact you all. I did so on four occasion to no avail. I also spoke to the bank and they advised that no money was returned. I did my booking through Reservation counter and as such, I expect that all my concerns be address by you all.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/31/2022

  To whom it may concern,

  As previously stated, the payment was already cancelled and reversed. We have been advised that this was done back in September. Once funds are released they are no longer tracked. For this reason, it is recommended that the customer contact their bank to see why the funds have not been applied to their account.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:10/19/2022

  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 reservation to stay at the Hampton Inn and Suites in **************** - ************* on 9/27/2022. Itinerary Number *********. Dates of my stay was October 29-November 1 2022. Cost of stay was $553.59 Payment was taken out of my checking account. I cancelled this reservation on the same day 9/27 and received thru email that my reservation was cancelled. According to their paperwork, I would received my refund in 3-5 business days. Today is October 19th. I must have called them a dozen times, waiting on the phone at least an half an hour, talking to different representatives and all I get is let me talk to my support team. They refund a charge of $14.99 that is the booking fee but not the balance of ******. I am getting the run around. I did call the company in **** and all you get is a recording to leave a message. Nobody gets back to you. I have all the paperwork regarding this transaction.

  Business Response

  Date: 10/26/2022

  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 ******************************************************** collected payment for this reservation on 2022-09-26. 

  Reservation Counter is not the merchant of record on this transaction. We did merchant the service fee which has been refunded to the guest. We have reached out tot he merchant to confirm the refund and were advised that the customers refund has been processed in full. Refunds can take **** days to process, but the timeline varies greatly depending on a number of factors including bank processing times. Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18248021
  
  I am rejecting this response because:  I received 2 e-mails from one on 10/14 and one on 10/20 both saying the same thing.  It takes **** business days to receive my refund.  Yes they refunded $14.99 but the total reservation was for $553.59.  Still waiting for the remainder of my money.  If on 10/14 it takes  **** business days I should have my money credited to me already.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/19/2022

  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.

  Hotel itinerary number: *********** Made a reservation at ************************************. I clicked the first site that showed up after a ****** search. The site appeared to be the hotels site, not a third party site. I booked the reservation, confirmation emails also look like they're coming directly from the hotel. My plans changed and I needed to cancel a room. At this point, I realized the reservation was made through this third party site and that it was non-refundable. I tried speaking with their customer service to no avail. This entire site seems like its set up to confuse people and scam them out of their money. I would like a refund for this reservation and the booking fee.

  Business Response

  Date: 10/25/2022

  To whom it may concern,

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

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

  This 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 the date of check in to request to cancel the booking. 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. Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:10/18/2022

  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.

  When I booked a reservation It was my husband and I on the phone. We are both veterans and informed the agent of that check in was October 6 -9 in ********** ,**. At the end of the call we where given a quote of ****** and was insured that my card would not be charged until I was at the hotel for check in. That was the second lie that was told to us. My card had been charged 200 dollars over the quoted price. When I got to the Hotel, I was charged an additional 100. My husband called and was told they would listen to the call and get back with us. This never happened we had to call three time and was told there was nothing that could be done, that they listened to the call and we where told the correct price. That was a lie, We never got a confirmation that showed the price ( redflag). The email that was promised we never received another red flag. We spoke with ***** first and I requested to speak with a supervisor 8 times with a refusal. While waiting for a supervisor I was told that the supervisor said he was not available. I asked for the supervisors name and ***** said he didn't know it. This did not make sense I told him that I an sending an email to the *** and Holiday Inn. He then claimed that there is nothing that can be done. I requested for a copy of the call to be sent to me. That is when ******( supervisor) got on the phone , she claimed the call was listen to and the agent quoted correctly we know that was a lie. I requested the call be sent to me and it was refused. This is fraud and misleading to customers in many forms. I want my difference refunded to me ASAP

  Business Response

  Date: 10/24/2022

  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 room.  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 ********************************************************* Hotel located at **********************************************************, informed the caller that the reservation was for 2 queen **** standard (Breakfast) room type, confirmed the dates of stay as checking in on 2022-10-06 and checking out on 2022-10-09, and informed the caller that the total price for this reservation would be $597.41 USD which would include all taxes and fees, and would be charged 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 Desk $14.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  
  The agent asked if the information provided was correct and if the caller had additional questions.
  
  We found that the caller confirmed that the booking information was correct and agreed to finalize the reservation.
  
  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 ********************************************************* Hotel collected payment for this reservation on 2022-10-05.
  
  The customer was informed that their call was reviewed and that the agent correctly informed the customer of the price during the initial phone call. Unfortunately, we are not able to share recordings outside of the company, but these calls are regularly reviewed for quality assurance. The booking was used in its entirety and remains nonrefundable. Please let us know if there are any other questions.
  
  Regards,
  
  ReservationDesk.com

• Initial Complaint

  Date:10/17/2022

  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.

  I made hotel reservations for the Hampton Inn in Sheridan, WY for 9/3/022-9/11/2022, thinking I was working with Hilton. I paid ahead for the entire booking. I stayed 9/3, 9/4 and then an emergency required that I check out early. When I followed up to obtain a refund for the 5 nights that I did not stay at the hotel, I became aware that I had mistakenly used a third party entity, Reservationcounter. I have been working for over a month to resolve the refunding of my pre-paid reservation. I provided the invoice from the Hampton Inn, verifying that I was a guest for 9/3, 9/4 only. I have communicated several times with the hotel and the manager to determine if there is any help they can provide, but they are restricted to interacting with ReservationCounter, if the hotel is contacted directly by ReservationCounter. I have made numerous calls to ReservationCounter in pursuit of a resolution and am repeatedly told that my case is being escalated and I will receive an email soon. The necessary information required to resolve the refund request had been provided and there has been more than ample time for a legitimate organization to manage this issue.

  Business Response

  Date: 10/21/2022

  To whom it may concern, 

  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 Hampton Inn Sheridan collected payment for this
  reservation on 2022-08-02.

  The customer contacted us with a request for a refund of the unused nights on the reservation. As a courtesy, we have reached out to the merchant in this matter to make a refund request on behalf of the customer. We have submitted all documentation necessary for the request, however we are awaiting their response. As we are not the merchant in this case, we are required to await their final resolution. As soon as we have this resolved we will update the customer. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 10/21/2022

   
  
  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.
  
  
  
  
  Sincerely,
  
  ******* ********
  

• Initial Complaint

  Date:10/16/2022

  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.

  Please look up the handling and processing of this business. It is a pretend business making money off of the bookings of hotels and cancellations of hotel bookings. I book hotels all the time and have never heard of this fake company. I have not ever come across this until my Mother was scammed out of a booking and then reading up on it, many, many others have, also. Please, please, please look at this 'business' online and help comsumers get this 'company' off the internet. My Mom did not even know how it even showed up online when she was trying to book a hotel for her surgery at the Uof M in Mpls. This is NOT good. She was on the phone for over an hour trying to book a room then charged double and then when we figured it out and she needed to cancel, she was still charged. This is not right and what a waste of time. What an amount of confusion this has caused. When I googled it, yelp has nothing but frustration and complaints on this. I can't understand why these fake scams are still happening on the internet. I apprecitate all of you working here at the BBB. You are the reason and hope we have to fix things. Especially to vunerable and honest people. Please help me and us in fixing this and eliminating these people from taking advantage of good people here today. Thanks so much!!*********************** ************

  Business Response

  Date: 10/21/2022

  To whom it may concern,

  Without customer information, we are unable to address this concern properly. 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. 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. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:10/14/2022

  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.

  Reservation *********, original stay: Sunday, September 25-Friday, September 30. Actual stay: Sunday, September 25-Wednesday, September 28. I have been trying to request a refund for two days at *********************. I checked in on September 25 and had to check out on September 28 due to the hurricane. My original check out date was sept 30. I called Expedia immediately after checking out on September 28 at approximately 8 am. The hotel instructed me to do this because I had booked through Expedia and not the hotel directly. I was informed on the call with Expedia my request would be escalated to a different department that could process the refund. It would take 3-5 business days and I would be contacted. I waited a week and called back because no one had reached out to me. I called again a few days later because I was told enough time had not passed. I waited several more days and called again. Each time I call I am told something different. I was told Expedia was waiting on confirmation from the hotel that I did indeed did check out on September 28. I called the hotel again and they confirmed I did check out and they also stated no one from Expedia had tried to verify this. So here it is another week has gone by and I just called again and still nothing. First I waiting on hold for 20 minutes and then was hung up on. I called back and after 15 minutes of being on hold, ** simply told more time is needed to verify with the hotel I did check out. I asked for a manager and was told there wasnt one available. This is no way to treat a paying customer. I simply want the refund I was told I would receive for the two days I did not stay at the hotel. I didnt leave because I wasnt having fun or didnt enjoy the hotel. There was a hurricane and the airports were going to be closing so I HAD to leave or get stuck in ********.

  Business Response

  Date: 10/20/2022

  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 ********************* Hotel collected payment for this reservation on 2022-09-20.

  As a courtesy,we have reached out to the hotel and our hotel partners on the behalf of the customer and requested a refund of the unused nights. The terms and conditions of the purchase do not typically allow for refunds of unused portions of reservations. In this case, our hotel partner who is the merchant of the transaction has declined the refund request. We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase. Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com