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:08/11/2022

  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.

  booked a room on 7/28 with the reservation desk .com, checked in , room was inhabitable, went back to front deck and said we weren't staying. This was less than two hours after the booking. Called the web site wanting a refund. they are refusing because i was out of the cancellation window. Two hours later and i don't have a cancel window.

  Business Response

  Date: 08/19/2022

  To whom it may concern,

  Reservation Desk does not manage any hotel properties. Due to this, we are unable to refund booking based on hotel quality or management issues. Since the customer checked in to the room, the ******************** was used. When a reservation is used, we require hotel approval for a refund.

  As a courtesy, we have reached out to our hotel partners to request a refund on behalf of the customer. As soon as we have final response, we will update the customer via email. Please let us know if there are any other questions.

  Regards,

  Reservation Desk

• Initial Complaint

  Date:08/10/2022

  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.

  We booked a room July 8 -11 2022 for ************************************************************************ through Reservation Desk.com(we thought it was the reservation desk direct with hotel not a 3rd party) during our stay we complained about the conditions at the hotel: dirty carpets, holes in wall in bathroom, refrigerator didnt work in room, back entrance door near our room not able to lock so anyone could enter hotel 24 hours a day from back door without room key which is a big security issue. After complaining several times to front desk we ended our stay 1 day early and requested a 1 night refund. The front desk said they would approve it but we had to get refund from Reservation Desk. After requesting several times they keep putting us off stating they need to get approval. We feel they are not responding to us so we are asking your help

  Business Response

  Date: 08/19/2022

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. Reservation Counter does not manage any hotel properties, so we are unable to issue refunds based on hotel quality or management issues unless our hotel partners provide us the authorization to do so. In this case, we did not receive refund approval. A follow up email was sent to the customer with this information. Please let us know if there are any other questions, 

  Regards,

  Reservation Counter

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17697694
  
  I am rejecting this response because:the hotel manager told us they would approve the refund because of our complaint and they were waiting for an email from reservation desk.com. I requested updates several times from reservation desk snd they continued to delay. I dont feel they contacted La Quinta desk manager for approval
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/29/2022

  To whom it may concern,

  Thank you for your patience. We understand your concern in this case and have reached out to our hotel partners on behalf of the customer. As an independent booking agency we make reservations for over ******* hotels worldwide and are not directly affiliated with the hotels we book for or their management. In cases concerning hotel quality we must get the approval of the hotel as well as the supplier before any refund can be processed. In this case our hotel supplier has informed us that they were unsuccessful in getting all parties to agree to a refund due to hotel quality, and due to the strict non-refundable cancellation policy on the booking no refund can be granted without all parties agreeing to do so. The hotel has billed for the full charge of the reservation.  We are contractually bound to the decisions of our hotel partners and we must comply. Please let us know if we may be of further assistance.
  

  Best Regards, 

  Reservation Desk

• Initial Complaint

  Date:08/09/2022

  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 with the company for the ******************** ********** in the Bronx, **. It wasn't the room I wanted but it was the only room they had available at the time. The next day I contacted the hotel directly and they were able to book the room I wanted for two nights in the same room. With Reservation Counter I was going to have to switch rooms in order to stay a second night. At the time I asked Best Western if I could cancel my reservation with them or if I need to contact Reservation Counter. They said they could do it and gave me a cancellation number. I never received my money back for the cancelled room through Reservation Counter. I contacted them on 6-7 different occasions over 3 weeks trying to get my money back. Over those phone calls they told me many things that were not true and promised to do several things that they never did. They promised returned phone calls, this never happened. They told me they would contact the Best Western, they never did and then had me do it weeks later. I even spoke to the ** of the ******************** Plus and she asked me to have them contact her. They said they would and get back to me. To my knowledge they never contacted the ** and have yet to contact me. Every time I do what they tell me they come up with another excuse not to refund my money. They even told me I cancelled the reservation after the date of the reservation had passed even though Best Western has a record saying otherwise.

  Business Response

  Date: 08/16/2022

  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 2022-07-08.

  We are not the merchant of record on this transaction.  Due to this, we are required to have written authorization from the hotel stating that they have processed a refund.  This written authorization is then submitted to the merchant with a refund request.  We have submitted documentation to the merchant with a request for refund on behalf of the customer. We will reach back out to the customer as soon as we have a resolution. 

  Regards,

  Reservation Counter

• Initial Complaint

  Date:08/01/2022

  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.

  I booked a hotel reservation using reservationdesk.com When I received my confirmation it placed me in a different hotel 28 miles away I called immediately only to be talked down to telling me that I cannot get a refund or change the reservation I was on hold for 15 minutes they said they spoke to the property and gave me a name and said that the property denied the refund when I called the property I found out that was a lie when I spoke to a supervisor with reservationdesk.com (***** ******) he was very macho and rude saying things like whatever when I called him out on two different lies One being that they called the hotel and were denied by the property the refund they couldnt even get the name right and the second was he made it very clear that the hotel property cannot refund the reservation so I asked him then why the phone call in the first place and why would you tell me that the property denied the refund He got irritated and he spoke over me telling me that I did it on my own and I can use it or lose it and there is zero options available for me. I explain to him my request was very simple and that this was no contest between him and I. I simply asked him to refund cancel the reservation and I will book that same reservation at the other location through him saying fees nobody loses money he had an opportunity to easily assist me and with his macho attitude and his rude tone just continue to be completely rude to me. I cannot understand how this company is still in business this is hands-down the worst customer service experience I have ever had

  Business Response

  Date: 08/05/2022

  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: 

  For cancellation before 1 August 2022 12:00 AM (hotel time): Any cancellation received within 1 day prior to the arrival date will incur the first night's charge. For cancellation between 1 August 2022 12:00 AM and 2 August 2022 12:00 AM (hotel time): Failure to arrive at your hotel or property will be treated as a No-Show and will incur the first night's charge (Hotel policy). This is a partial refund of $194.34. For cancellation after 2 August 2022 12:00 AM (hotel time): After 02/Aug/2022, 12:00 AM (*******/*******) you are not allowed to change or cancel your reservation. If you cancel your room, you will still be charged for the full reservation amount.

  The Reservation Desk $7.99 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. 

  Please let us know if you have any other questions.

  Regards, 

  Reservation Counter

  Customer Answer

  Date: 08/10/2022

  This response is unacceptable and is a lie. I was told property has no ability to cancel, it just continues to be lie after *** with this company. I was, at no point, ever able to cancel. This is fraud and a forced improper payment scam. 
  Complaint: 17651679
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/15/2022

  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 that the customer selected at the time of booking, ********************* & *********** by Wyndham **********, collected payment for this reservation on 2022-08-01. 

  The cancellation policy stated that the reservation was already beyond the cancellation period when the customer booked.  The customer agreed to this policy at the time of booking.  Please let us know if there are any other questions. 

  Regards,

  Reservation Counter

• Initial Complaint

  Date:08/01/2022

  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.

  Made a hotel reservation. After doing so. The hotel refused my stay. Due to my wallet being stolen. I had no physical cards to make a payment for incedentals at the hotel. I only had my card info saved on goggle pay. I made a hotel reservation with my ****** pay card info. Attached to my phone. After the hotel refused to honor my stay. I called reservationdesk.com. for them to inform me that they have a no cancellation no refund non transferable policy. That apparently I missed on the site otherwise I never would have made the purchase. Still no chance at a refund which I feel is redicolous considering it was a $432 reservation. That I was now out that money while I was out of town. Trying to sleep for the next few days. I would just like my refund of my money seeing they did nothing to back me to help me stay at the hotel. They didn't say they didn't cover or did cover incedentals charges by the hotel. That if still need to pay that at the hotel. After making the reservation.

  Business Response

  Date: 08/05/2022

  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 booking is non-refundable, cannot be cancelled, changed or transferred and refunds are not allowed. 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. 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 2022-07-28. 

  Due to the customer not providing the name and position of a hotel employee who agreed to cancel the remaining nights on this non-refundable reservation 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,

  Reservation Counter

• Initial Complaint

  Date:07/29/2022

  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.

  Was booking a reservation at Mountain ******, ****** ** and Reservation Desk popped up first, along with several other services. Reserved, 2 rooms, 2 nights each and paid an up front $1,002.21. Had to cancel days later, a full 2 weeks in advance due to a medical issue of one of the individual's traveling in the group. Requested refund, was asked to provide doctors note stating person was not allowed to travel after the emergency surgery. Seemed junior highish but provided. Was refunded only $599 and change as said hotel's policy was to charge one nights fee plus tax and fees. Called Hotel, IS NOT THEIR POLICY. Hotel in fact said only to charge a total of $35 for cancellation and Reservation Desk not only assessed the one night cancellation fee themselves but also assessed $35 cancellation fee per room. The Hotel did not collect any prepayment funds from Reservation Desk. Numerous calls into Reservation Desk **************** are fruitless. All I get is "I understand, I'm working with escalation people to get your refund." This is Itinerary R3439161805, made on May 26, 2022 and cancelled on June 14, 2022 a full 2 weeks in advance of our intended stay. Trying to recover the one night fees per room has proved fruitless since the June 14 date and today's interaction with Teservation Desk was the final straw. They are a TOTAL SCAM, I see countless complaints and cannot fathom how they haven't been shot down from a legal perspective. Total scam, unethical. Please help me get my money back; I have no problem paying a total cancellation fee of $35 as mentioned above and the bogus $14.99 Booking fee Reservation Desk assessed. I want my $400 back and am exploring all options for same. Lastly, are there any pending suits against this business and if so, where can I find these? Thank you,******************* ********************************************************************** ************ ********************* ************

  Business Response

  Date: 08/05/2022

  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: 

  Each room in this reservation is subject to the hotel's cancellation policy which is: Cancellations before 05/26/2022, 01:00 AM (*******/*******) are fully refundable. Bookings cancelled after 05/26/2022, 01:00 AM (*******/*******) are subject to a fee of ****** USD. Bookings cancelled after 06/26/2022, 11:59 PM (*******/*******) are non-refundable. There is no refund for no-shows or early checkouts.
  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. Please let us know if there are any other questions.

  Regards,

  Reservation Counter

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17645162
  
  I am rejecting this response because: The reference to the cancellation policy states must be made prior to 1 AM on 5/26/2022; I made the reservation at 3:19 PM on 5/26.  Thus would be physically impossible from a time perspective to cancel within this stated policy.  Secondly, I did speak directly to the Hotel in question; they have no such cancellation policy, and stated they have no such cancellation policy as Reservation Desk states in their response.  ********* did state they instructed Reservation Desk a $35/pre room cancellation fee would apply.  Hotel further stated (as I mention in my prior comments) they DID NOT EVER RECEIVE any funds from Reservation Desk and have no such policy as RD states.  This is a total scam!

  I also find it interesting suddenly Reservation Desk moves its operation from FL to ****.  All I see on regarding this "Business" is similar complaints of exactly what my issue is.  I want the $194 per room (2 rooms) total of $388 refunded to my credit card immediately.  This is a total scam as I tried numerous times to get off theior site to no avail.  I appreciate all your help on the successful resolution of this matter.  I cannot believe they are still operation!  Unbelievable.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/12/2022

  To whom it may concern,

  The cancellation policy was given exactly as it states on the reservation at the time of booking.  Essentially the booking has been nonrefundable since it was booked.  Please keep in mind that the cancellation policy is determined through the hotel's contracts with third party companies, and their direct cancellation policy may vary.  We do not determine cancellation policies, they are provided to us by the partners we book for.  The terms and conditions were provided at the time of booking and agreed upon. Please let us know if there are any other questions. 

  Regards, 

  Reservation Counter

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17645162
  
  I am rejecting this response because: ********* has no such cancellation policy.  The Manager of the hotel stated that to me on my conversation with her (****** was her name).  They (the hotel) ONLY would have assessed a $35 Cancellation Fee for the entire Reservation, which is fair and customary in my opinion.  The remainder cancellation $194/ room X 2) was to allow Reservation Desk LLC to basically steal my money.  If you examine the BBB site for South ******* which ironically was their home up until relocating to **** a few weeks ago, you will see countless examples of the fraudulent charges AND exorbitant fees they assess.  I want my money back, from them immediately and will pursue this via all available avenues.  I'm giving them the chance to make restitution and their arrogance and unethical behavior is appalling.  Aren't you glad they moved to ****!  Good Luck. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/27/2022

  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 had a reservation that was made on the on the 26th around 4 PM in the afternoon when speaking with the representative she assured me that I needed to cancel this reservation before the 28th I called today on the 27th to make sure that this reservation was canceled and now they’re telling me that I need to go through a process and this reservation is not processable first of all they did not send me the confirmation number to after I booked everything with any information on cancellation if you go back over the recording the young lady said I had to cancel this reservation before the 28th registration number is ******

  Business Response

  Date: 08/02/2022

  To whom it may concern, 

  Thank you for the opportunity to review this case in detail. We have reviewed this case and see that a member of our Escalations Team was able to reach an agreement with our hotel partners in order to get this refunded to the customer.  That information was sent to the customer. Please let us know if there are any other questions. 

  Regards,

  Reservation Counter

  Customer Answer

  Date: 08/03/2022

   
  
  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:07/26/2022

  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 called today 07/26/2022 to make a hotel reservation for friends of mine. I was told the total would be ****** and the card would be charged at the time of check in. Once I made the reservation and got off the phone and email was sent to me saying they charged my card ******, I called to cancel as i would not be the one paying for the reservation. They said due to the hotels policies they could not refund me. I called the front desk of the hotel who said that that is untrue and they should not be charging me but since it was a booking agent they could not refund me and I would have to call CCI to get the refund. CCI will now not answer the phone.

  Business Response

  Date: 08/02/2022

  To whom it may concern,

  We were unable to locate a booking in our system with the information provided.  We ask that the customer please provide as much of the following information as possible:
  
  itinerary number
  phone number on booking
  email on the booking
  hotel name and address

  With more information, we'd be happy to review this case again.

  Regards,

  Reservation Counter

   

• Initial Complaint

  Date:07/21/2022

  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 tried to rent a room at our local Hampton Inn. I called the # for the inn and got the ReservationCounter.com, I made the reservation on June 24th for check in June 25th, my credit card was immediately charged. I went to the inn to check inn, was told they don't rent to locals. So no room to check into. I called ReservationCounter.com immediately. I was told I would get a refund of the money taken from my credit card, was told it would be 10 to 15 business days. I waited 16 days before I called to ask about my refund. Was told it was on it's way. Got email that it would take 3 to 10 business days more. I called again after 5days. Was sent another email stating it would be 3 to 10 days more. They can't tell me a definite date. I think that I have waited enough time for my refund. I believe that I shouldn't have been charged in the first place until I had actually checked into the hotel.

  Business Response

  Date: 07/27/2022

  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 ******************** collected payment for this reservation on 2022-06-24.

  As a courtesy,we have reached out to the hotel and our hotel partners on the behalf of the customer and requested that a refund be processed on behalf of the customer.  Our hotel *********************** have agreed to this, and a refund of the unused nights is being processed for the customer. 

  We are not the merchant of record in this case, therefore we are unable to expedite the process in any way.  Our partners have advised that the refund has been processed.  We've sent a follow up to them to see if there is any further information they can provide in this matter.  We will update if more information can be provided. 

  Regards,

  Reservation Counter
  
  

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17607484
  
  I am rejecting this response because: ********* manager told me they don't pay back because the Reservation Counter was collecting the money, that they had not received any monetary funds from me. When I called Reservation Counter, they said they would issue my refund. My reservation was for the 25th, they state in the response money was collected on 24th, which it was. I was told money would not be collected until after check-in. so now they are trying to throw this mess on to Hampton Inn. They have had my money for more than a month. Enough is enough, this is very shady.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/29/2022

  To whom it may concern,

  As per our last response, payment is forwarded to the ********* a virtual credit card number.  Funds are not collected from the customer by the hotel directly, but the payment is forwarded via a virtual credit card.  That card must be refunded and then the supplier can refund the customers credit card.  

  We were advised that our supplier has manually processed the refund to the customers bank.  Again, we are not the merchant of record in this case so we are passing on the information.  Please let us know if there are any other questions. 

  Regards, 

  Reservation Counter

  Customer Answer

  Date: 08/02/2022

   
  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,
  
  ***********************