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

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

• 

  Reservation Counter, LLC

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

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:10/13/2022

  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 "suite" through this company. I paid ****** for a two night stay for myself, my daughter, my 3 year old grand baby and tow other girl friends. When I got to the hotel my room was a two bed room. I was told by this company that I would receive two queen **** and a sofa sleeper and a balcony. I got none of those things. The hotel said that this company booked only two **** for us. We drove 5 hours to get there and 3 of us had to search the city for other rooms which cost us an additional ****** for an additional room. I filed a complaint with the company asking them for a partial refund due to the fact that they did not deliver what I paid for. My request was denied and they cannot give me a reason. When I questioned it, they said they could not do anything for me. They said that the claim was investigated and denied so that was all they could do. I asked for a manager and she said she was the manager. I feel that they defrauded me, ruined my trip, cost me additional money, and do not have the decency to make it right. Can you help? I am not sure which city they are in but I know it is ****.

  Business Response

  Date: 10/20/2022

  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 ********************************************************************* located at ************************************************************ the caller that the reservation was for suite, 2 queen ***** accessible (mobility, accessible tub) (Room Only) room type, confirmed the dates of stay as checking in on 2022-10-08 and checking out on 2022-10-10, and informed the caller that the total price for this reservation would be $740.63 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

  Free cancellation until 29 September 2022 06:00 PM (hotel time). Cancellations made after 29 September 2022 06:00 PM (hotel time) will result in a $362.82 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 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 2022-09-11.

  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

• Initial Complaint

  Date:10/13/2022

  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 had a reservation made by your company at ************************ in ********* ******* I was told I was to pay $74 and agreed and when I got my statement I was overcharged. I was charged *****. this was an extra service charge that was added on that was not told to me on the telephone. Very unscrupulous business practices. Do not use this company.

  Business Response

  Date: 10/20/2022

  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 **************************************************************************************** the caller that the reservation was for Standard Room, 2 Double Beds, Non Smoking (Room Only) room type, confirmed the dates of stay as checking in on 2022-09-28 and checking out on 2022-09-29, and informed the caller that the total price for this reservation would be $104.95 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 $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 *********************************************** collected payment for this reservation on 2022-09-28. 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

• Initial Complaint

  Date:10/12/2022

  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 went only to book a weekend at the comfort inn and suites, i clicked on the company website and booked the hotel. Upon booking within a minute i realized it was the wrong hotel. I called the ***** number that was on my email confirmation. I was on hold for a white and then apoke with a customer service rep who was very nice. I let him know that i had just booked the wrong hotel in error and needed to cancel. He put me on hold several times and each time he statrd that he would help me . I was preparing for my daughter's wedding the next day and could not continue to remain on hold. I called the hotel directly and was able to cancel but the hotel agent notified me that I had used a third party which I was nit aware of. She stated that I needed to contact them and cancel in order to get a refund. She stated that she cancelled my reservation but that the Thurs party I reserved through would normally send payment to the hotel but that since I cancelled the hotel would reject the money I paid since I cancelled. I tried to call several more times that day but was on hold and could not just stay on hold. Now this company charged me over $500 for 2 nights at a hotel that I cancelled and they need ti refund my money. The hotel stated that they would reject payment. This means that they will have charged me for a hotel stay that was cancelled and never charged by the hotel. Another issue is that I clicked on the actual hotel company website and someone ended up on third party website, which has the company logo and is falsely making it appear that they are the hotel and they are not.

  Business Response

  Date: 10/18/2022

  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. Your credit card will be immediately charged the total cost of your stay. 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.

  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.

   

• Initial Complaint

  Date:10/01/2022

  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.

  In August 2022 I made a reservation through what I thought was Hampton Inn in *********** **. I was quoted a price and agreed to pay that price. When I got my invoice the price was much higher than agreed to. I called and was told the reservation was not refundable. I repeatedly explained that I was not asking to cancel but to get the price agreed to. i was told that I would hear from them in 48 hours. I called back several times to correct and verify the quoted price and to verify that I wasnt seeking cancellation, only a refund of the amount overcharged. In OCTOBER 2022 (10/2/2022), I called to change my reservation from one bed to two. At that time I was told that no change could be made because the reservation had been processed, and that the hotel could not change it either (since we went through reservation counter.com.) At that point I asked if they had ever addressed my original complaint, and was told that according to their notes I had confirmed that I wanted to keep the reservation. I reiterated AGAIN that I wanted to have the reservation at the originally agreed-upon cost. They did not appear to have that information (odd). I asked that the manager call me back and told them I would be pushing this to get my original complaint and my current request addressed. I continue to wait for this to be resolved.

  Business Response

  Date: 10/07/2022

  To whom it may concern,

  Thank you for the opportunity to review this case. We have found the error associated with this customers booking. A follow up email was sent to the customer with a refund offer. Please let us know if there are any other questions.

  Regards, 

  ReservationCounter.com

• Initial Complaint

  Date:09/27/2022

  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 69 years old, I booked reservations for a few days to ***********, ********** to visit sick relatives. I booked on 9/8/22 . I made an error in my booking process dated 9/14/22 I booked twice. Within minutes I cancelled one of the reservation, receiving a confirmation number for the cancellation. I cancelled the registration within minutes. Unknowing to me I was charged for two reservations. I had two reservations, I cancelled one reservation and I was charged for the cancelled reservation sad to say. I was charged for two reservations. I spoke with ******************* -Supervisor. ************ did not have any compassion at all. I am requesting a refund for the reservation that was cancelled and it is only fair that I receive my payment back to my charge card. The cancellation was done immediately. This is sad that this company is taking advantage of Senior Citizens who made an error in the process of making an error. There is no justification.

  Business Response

  Date: 10/03/2022

  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. There is no refund for no-shows or early checkouts. 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 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.

  We do apologize for any inconvenience encountered by the customer. We have reached out to the merchant in this case to request a refund as a courtesy to the customer. We are not the merchant in this transaction, and the merchant has advised that they are required to adhere to the cancellation policy as agreed upon. Unfortunately, we are contractually bound to adhere to the terms and conditions agreed upon at the time of booking and again at cancellation. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:09/20/2022

  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.

  My wife and I were looking for a hotel Saturday, September 3 it would be for the same-day reservation we needed a pet friendly hotel as we had our two dogs with us The representative said the phone conversation was recorded for training purposes I clearly told the representative during our phone conversation on at least five occasions or more I needed a pet friendly hotel she stated it is pet friendly I guarantee you so we proceeded with the non-refundable reservation I am fine with that if I miss the check-in due to something on my end it wouldve been no problem but since I was not able to check in due to the fact the hotel is not pet friendly I was at a loss I requested a refund and told them to look into the tape and they will clearly see that I requested a more than one occasion for a pet friendly hotel after three weeks of them looking into the tape which they said would be ********************************************************************************************************************************* requesting a pet friendly hotel they refused to show me the tape and said I will never be able to get my hands on it I have spent more than six hours in total time on about ***************************************************************************************************************************** and several other hard-working people fight this company please do all you can I would greatly appreciate it thank you so much and have a blessed day

  Business Response

  Date: 09/28/2022

  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 ******************************************************* the caller that the reservation was for 1 King *** ******** room type, confirmed the dates of stay as checking in on 2022-09-03 and checking out on 2022-09-04, and informed the caller that the total price for this reservation would be $619.45 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 Counter $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.

  ReservationCounter.com receives all hotel information from our hotel partners. Hotels upload their own hotel information including amenities such as pet friendly rooms when they sell of their excess inventory. In this case, the hotel had advised in their listing that their location was pet friendly. As a courtesy, we have reached out to the hotel to request a refund on behalf of the customer. We are awaiting the response of the merchant in this case to see if the hotel is willing to assist. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com 

• Initial Complaint

  Date:09/13/2022

  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.

  On 8/19/22 I booked a room at the Red Roof Inn in ******** **. The $379.60 was taken out of my account the next day 8/20/22. When my husband and I arrived in *******, ** from ******, ** right at 400mi, the clerk at Red Roof Inn canceled my reservation with me trying to check in, he stated they had over booked and had no rooms. The manager come to the desk and stated there was nothing they could do. I filed this with Reservation.com immediately and I still have not received my money back. The escalation department keeps telling me they are waiting on information back from their supplier. They refuse to let me speak to anyone above them. Then they say the supplier is the ones that sold sells them the lots of motel rooms and they are probably waiting on information back from the Hotel. I just want my money refunded so I never have to deal with either place again. My reservation number was ********* and cancellation # ***-603836.

  Business Response

  Date: 09/20/2022

  To whom it may concern, 

  Thank you for the opportunity to review this case. We are not the merchant of record on this transaction, but have gotten in contact with the merchant to ensure that the refund gets processed back to the customer. We received confirmation yesterday that the refund has been approved and is entering processing. A follow up email has been sent directly to the customer confirming those details. Please let us know if there are any other questions. 

  Regards,

  ReservationDesk.com

• Initial Complaint

  Date:08/25/2022

  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 website to book a one night stay at Holiday Inn in ******* ********. This company ended up booking it for a 2 night stay and would not refund my money. This was not a mistake on my end it was theirs. they should provide me a full refund of $249.09 for the 2nd night I did not book or use.

  Business Response

  Date: 08/31/2022

  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 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 1 King ******** (Room Only) room type, confirmed the dates of stay as checking in on 2022-08-17 and checking out on 2022-08-19, and informed the caller that the total price for this reservation would be $402.14 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 $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.  As a courtesy, we have reached out to our hotel partners with a request for refund on behalf of the customer. Unfortunately, our request was denied. We are contractually bound to adhere to the terms and conditions agreed upon at the time of booking.

  Regards,

  Reservation Desk

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17769571
  
  I am rejecting this response because:
  
  Sincerely,
  I told them room for one night they charged me for two nights women did not speek clear english very hard to understand 

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

  Business Response

  Date: 09/06/2022

  To whom it may concern, 

  As previously stated, 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 1 King ******** (Room Only) room type, confirmed the dates of stay as checking in on 2022-08-17 and checking out on 2022-08-19, and informed the caller that the total price for this reservation would be $402.14 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 $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.  As a courtesy, we have reached out to our hotel partners with a request for refund on behalf of the customer. Unfortunately, our request was denied. We are contractually bound to adhere to the terms and conditions agreed upon at the time of booking.

  Regards,

  Reservation Desk

• Initial Complaint

  Date:08/22/2022

  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.

  Made reservations for Best Western In ******* ****. Was led to believe I was talking directly with the hotel reservation counter. After making reservation and booking my room and told It was non refundable, I found out when I arrived at the hotel that this is indeed another company who is not affiliated with the hotel at all and I was charged an EXTRA $270.00 for my 2 nights stay! Angry! You bet I am! Reservation Counter is a scam, and I will not stop until something is done! Note: The address on my receipt is my church address which, this was a church function.

  Business Response

  Date: 08/29/2022

  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.

  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 2022-08-17.

  The customer has not contacted us since the time of their booking to allow us to work on this case. Reservations made with independent booking services often vary in cost from rates the hotel offers on bookings directly. Hotels sell off excess inventory to booking agencies for resale. These reservations are often sold at a wholesale rate that is not available to the public. This may account for any cost discrepancies the customer is addressing, however we do not purchase directly from hotels and are directed to sell at the rates provided to us through our partnerships with other booking agencies. 

  Please let us know if there are any other questions. 

  Regards,

  Reservation Counter

• Initial Complaint

  Date:08/15/2022

  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 spoke with two different agents on Friday afternoon August 12th. I was told by both agents that the total price for this room was $359 that is what I would pay that included taxes that included the pet fees that included the rollaway bed. I stayed the night I looked at my credit card and I'm looking at about $200 extra because of pet fees and they added a $15 fee that I was never told about and taxes that they said was included in the $359. I asked both the agents the first one almost had my reservation set and I lost service and had to call again and get a new agent both the agents I specifically asked is that as much as I am going to have to pay taxes and everything included and they said yes $359. I have called them back to ask them and they said that they could waive the ***** that I was not told about. I feel like I have been scammed so that they could make this deal I want the money refunded all but the $359.

  Business Response

  Date: 08/22/2022

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. Upon further review, we have found that this case was escalated with our quality assurance department as the customer was advised. A partial refund has already been offered to the customer and we are just waiting for the customer to confirm their mailing address for their check. Please let us know if there are any other questions. 

  Regards,

  Reservation Desk