Complaints

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

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• 

  Reservation Counter, LLC

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

• 

  Reservation Counter, LLC

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

• 

  Reservation Counter, LLC

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/18/2025

  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 9/3/24 I contacted *********** to reserve a 2-night February 2025 stay in their ****************************************************************** hotel at a wedding group rate (code ES69YO). They connected me to their reservation center, not revealing it was a separate firm (Reservation Counter LLC). I subsequently learned that Reservation Counter passed my request to Priceline, a reservation service. I received a February 2025 reservation confirmation (# *** 6363 2396), which I assumed was from ***********, but this week learned was from Priceline. On 9/3/24, Reservation Counter billed my Amex card $15.99 and Priceline billed it $290.72 for this reservation. Neither bill specified a reservation location; I assumed it was **********, **. At 4:15 PM on 2/13/25, I arrived at the above **********, DC *********** expecting a reserved room. Instead, I learned I had never had a reservation there, and they had no vacancy. Later that day, Priceline emailed me, stating that I had a 2/14-2/15 reservation at a Days Inn in ****, ******, ******! That is the first and only notice I ever received of that ****** location. I telephoned the Quebec hotel, whose manager told me my reservation was not cancelable and refunds would have to come from Priceline, who she said made my reservation. It is unclear whether this reservation error originated at Reservation Counter or Priceline, but I learned today from the Better Business Bureau web site that Reservation Counter made numerous reservation errors of this type in 2024 (reserving rooms in a city different from that requested, without notifying the client). Reservation Counter LLC and Priceline both claim that my reservation is not refundable. This is unreasonable, because both were paid for their contract with me, but both failed to perform their contract obligation (reserve a February 2025 room for me at the *********** in **********, **).

  Business Response

  Date: 02/25/2025

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth.  ************************** 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 ************************** 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, confirmed the dates of stay, and informed the caller the total price for this reservation. The agent then read the cancellation policy verbatim which states:
  

  This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Desk $15.99 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.

  Regards,

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

  
  

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22957384
  I am rejecting this response because it is not truthful. The agent did NOT tell me the location of the hotel reservation being made (******, ******).

  I was making a hotel reservation to attend my grandson's wedding in **********, **. If I had been told that my reservation was being made for a hotel in ******, I would have corrected that error immediately!

   Sincerely,

   ****** ****

  Business Response

  Date: 03/05/2025

  To whom it may concern, 

  Thank you for the opportunity to respond. This reservation was booked on September 3th, 2024. Our support team was never made aware of this issue until this BBB complaint was filled. If the customer reached out before hand it is possible that a penalty waiver may have been able to be processed. However, since this booking has been tagged as a no show, a refund is not possible.

  Regards,

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

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22957384
  
  I am rejecting this response because the hotel room booking agent now acknowledges its error (booking me at a ************** instead of my requested Washington, DC hotel), but claims they cannot compensate me for their error because I was a no-show at the **************!

  The ************** billed my credit card only because of the booking agent's error; there was no error by me. The booking agent owes me the money the ************** billed me because of the booking agent's error.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/12/2025

  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 called Best Western Plus in **********, **, ****** V2T1A1 on Jan ***** from a number out of ****** and lady agent talked with about rate and accommodations available and she sent a copy of bill on email and I asked pacificly about a shuttle to airport as I had just finished visiting my 85 yr old brother who was slowly loosing his mind and his wife would drive my to the hotel the night before my flight home to ******* ****** as it was a 5 in the morning, I didn't want them to be up early.When I checked into hotel on Jan 27 25 with itinerary # *********** the hotel told me that the reservation was done thru a third party booking agent and they over charged me, and there was not a shuttle to take me to airport.I called the booking agent back any talked to a man , I told him they the other agent had lied to me about the hotel having a shuttle to airport. And he said he would send to resolving agents to look over recorded conservation with me and agent and in 10 to 15 days I would hear from them, I also canceled the reservation as it was $30. More than hotel.I is know 17 Days later and I have not heard from then

  Business Response

  Date: 02/20/2025

  To whom it may concern,

  Thank you for brining the customers concerns to our attention. According to our records, a full refund was processed on February 17th, 2024. 

  Regards,

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

  Customer Answer

  Date: 02/20/2025

   
  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:02/04/2025

  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 thought I was booking a hotel room on the hotel website. It wasn't until after I booked that I realized that this "reservation counter" was third party website. I booked a non-refundable room, but realized an hour later that it was for the wrong date. The hotel could not help me because it was through a third party, this "reservationcounter.com". The customer service at "reservation counter" told me that no one has the power to change a booking that is non-refundable. I was not originally asking for a refund because I still need a place to stay. Now, I want a refund because they are clearly a money grab that I never meant to do business with. The website says that exceptions to the non-refundable reservation can be considered, but the two supervisors I talked to said that no one could do anything because the rate was non-refundable. Then they charged me some $17 fee, which added insult to injury. If I had known I was booking through a third party, I would not have. I think that if an exception is possible, I should be considered since it was clearly a mistake on the dates that was discovered an hour later, not days or weeks later. These guys are crooks that use deceptive practices (I never intended to go to their website, and did not know until after I booked) to take peoples money.

  Business Response

  Date: 02/11/2025

  To whom it may concern,
  

  Thank you for the opportunity to review this case. Upon review of this reservation, we have found that this reservation was booked online. During the online booking process, the customer must click on one of our ads to be directed to our website. We are an independent booking agency and book hotel reservations for over 200,000 hotels worldwide. The customer selected their location, room type, and dates of stay prior to booking the reservation.  These details are provided to the customer prior to them entering their credit card information and confirming the reservation.  The customer is also provided with 3 separate opportunities during the booking process to review all the terms and conditions of the reservation including the cancellation policy. The cancellation policy on the reservation chosen by the customer states: 
  

  This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Counter $17.99 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 the hotel 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. 

  Regards,

  ReservationCounter.com

  
  

• Initial Complaint

  Date:01/25/2025

  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.

  1/21/25. The company, Reservation Desk represented themselves as the hotel and never told me they were a 3rd party. When I questioned the high price compared to my previous night stay, they lied and said it was because I was booking it last minute. They rushed me into booking even though I felt uncomfortable. I knew immediately something was wrong and called them back within 5 minutes requesting a refund which they refused. I never used the hotel booking that they provided. I booked directly with the hotel (at a much lower rate) and I am disputing the 3rd party charges.

  Business Response

  Date: 01/30/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention. We have reviewed this reservation's sales call and found that the agent had not misrepresented themselves as being with the hotel.  The agent answered the call by giving the name of our company and advising the customer that we are an independent booking service for top hotels.

  We have found that the customer requested to book a reservation.  The agent provided a complete recap of this reservation in which all the details of the reservation were reviewed. The agent informed the caller that the total price for this reservation would be $305.20 which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

  This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Desk $17.99 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.

  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. 
  

  Regards,

  ReservationCounter.com

  
  

  Business Response

  Date: 02/19/2025

  To whom it may concern,

  Thank you for the opportunity to respond. Reservation Counter receives our rates directly from other third party companies that contract directly with the hotel. The rates provided to us at the time of booking were unfortunetly higher then the hotels rates. This is not always the case. Due to lack of an error on our agents behalf we are unable to offer any refund on this case.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 02/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this company scammed me. They are liars and are fully aware of what they are doing to people. They pretend to be the hotel, lie when asked questions and rush and pressure the final booking. Then they blame the customer and use their cancellation policy as a loophole. They should not be allowed to do business. They have had to change their name due to all of the complaints against them. I am trying to protect other people that encounter this fraudulent company so that they don’t get scammed like I did. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/22/2025

  Type:Delivery 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.

  Date of transaction 1/21/25
  Amount $406
  Business misrepresented them selves as the reservation desk for Wyndham
  Charged way more than the Motel would
  charged a cancellation fee
  would not agree to a full refund

  Business Response

  Date: 01/28/2025

  To whom it may concern,
  
  Thank you for bringing this issue to our attention. Unfortunately, with the email address and phone number provided we are unable to locate a reservation in our system. If the customer can provide an itinerary number, email address, or phone number used to make this booking we are more than happy to review this case in depth.
  
  Regards,
  
  ReservationCounter.com
  
  

• Initial Complaint

  Date:01/21/2025

  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 ********* on 1/16 for stay of 1/18. It accidentally got cancelled and now more then 24 hours later I am being I will have to pay for another room, they cannot reinstate my booking even though they already charged me full price, including taxes, and a service fee for something I am not using. There is no reason they cannot reinstate since I paid except for the fact of taking advantage of consumers. The property also will not assist and told me to pay for another room. This is a fine print scan to get extra revenue by essentially stealing my money since there is no reason that if I am charged I should get service.

  Business Response

  Date: 01/28/2025

  To whom it may concern,
  

  Thank you for the opportunity to review this case. Upon review of this reservation, we have found that this reservation was booked online. During the online booking process, the customer must click on one of our ads to be directed to our website. We are an independent booking agency and book hotel reservations for over 200,000 hotels worldwide. The customer selected their location, room type, and dates of stay prior to booking the reservation.  These details are provided to the customer prior to them entering their credit card information and confirming the reservation.  The customer is also provided with 3 separate opportunities during the booking process to review all the terms and conditions of the reservation including the cancellation policy. The cancellation policy on the reservation chosen by the customer states: 
  

  This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Desk $17.99 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 canceled the booking.  When canceling a reservation online, a customer is again advised of the cancelation 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 apologize for any confusion that has occurred, however the cancellation policy associated with this booking no longer qualifies for a 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. 

  Regards,

  ReservationCounter.com

  
  

  Customer Answer

  Date: 01/28/2025

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

  your policy is written based solely on taking money from consumers and not giving them anything in return.  I know this will go nowhere but wanted to tell you ** **** *** *****

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

  Business Response

  Date: 02/04/2025

  To whom it may concern,

  Reservation Counter purchases our inventory from multiple hotel partners and suppliers under strict contracts to abide by the terms and conditions that the hotel properties have dictated for their inventory. When a reservation is finalized, payment is collected by our hotel partner who 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. Our company does not store credit card information or hold payments. In order for a refund to be processed, it must be first approved by the hotel and then by the supplier.

  
  We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase.

  Regards,

  ReservationCounter.com
  
  

• Initial Complaint

  Date:01/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 8, 2025, we booked a 2 bedroom on January 8th (check-in) to 9th (check out) at *************************** on W. ********* ************. Didn't realize it was a 3rd party company named Reservation Desk. We paid $213.75 total. Around 3:07 am on the 8th, I was awaken by something that bit me on my right forearm in the back of it, and on my elbow. I started heavily itching right away because I'm allergic to bug bites. I started to worry about my mother because she wouldn't know what was happening to her if she was bitten. I checked her out and didn't see any bites on ****** the time we arrived back in **********, I had a red rash from my elbow to the middle of my arm and it was warm to the touch. ************** and ******** did no good. Friday I went to *********** and the doctor said my rash was hot to the touch and that something had definitely bit me and caused an infection! I received a prescription for the infection.I spoke with the front desk at ***********, the *** said he would have a manager call me. No one did call me back. Finally, I spoke with a manager named ******* and told her what had happened. ******* said I need to contact the 3rd party who we booked with because they have aour card number. That company name is Reservation Desk, out ot Utah (************************************** ). I contacted ************************** ************ and ************ on 1/14/2025 and started getting the RUN Around! When I called our itinerary # and phone # was not recognized by their system. ******* ***** said they have to verify what has happened and because of the California fires it may take up to 10 days! The 2nd ***** said it could take 48 hours to hear back from them and I may or may not receive a refund! The 3rd ***** said I may or may not receive a refund at all! They have our credit card info! I am stuck in the middle here as a Consumer! I have a refund approved at *********** but ************************** isn't cooperating. I just want our money refunded!!

  Business Response

  Date: 01/22/2025

  To whom it may concern,

  Reservation Counter purchases our inventory from multiple hotel partners and suppliers under strict contracts to abide by the terms and conditions that the hotel properties have dictated for their inventory. When a reservation is finalized, payment is collected by our hotel partner who 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. Our company does not store credit card information or hold payments. In order for a refund to be processed, it must be first approved by the hotel and then by the supplier.
  

  We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase.
  

  As a courtesy, we have reached out to the hotel and our hotel partners on the behalf of the customer and requested a refund for the guest.  

  Our hotel partners have agreed to this, and a refund is being processed for the customer.  

  Regards,

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

  
  

• Initial Complaint

  Date:01/09/2025

  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 November 26, 2024, I contacted ************************ by phone believing that I was contacting Hilton directly. I requested a reservation for ************** (in *******, ******) on *************** for 2 nights in December with check in December 28, 2024. I repeated the dates requested in December at least 5 times and was very specific about December given the booking was for my birthday celebration which coincided with the dates booked. I discovered on December 3rd that the booking had been made for November and that I was charged in US dollars which was not disclosed to me at time of booking on the phonecall. My expectation as a Canadian customer booking a *************** that I was being quoted in Canadian currency and that a responsible company would otherwise be disclosing the currency of quote. The itinerary provided had no detail of currency being charged despite making references to Canadian HST which is entirely misleading in absence of disclaimers about the currency of charge. When I contacted Reservation Desk about the errors on December 3, they committed to reviewing the recorded call and providing a me copy. On December 9, they requested a copy of my credit card statement which I consider an inappropriate request from a privacy perspective but provided anyway. On December 21 they emailed to advise they couldn't provide a copy of the recording but it was reviewed and my concerns have been addressed and to reply to the email if more was required. No concerns were addressed by this reply and again I requested a call be scheduled so the recording could be played with both parties present in witness. As of January 8, they have failed to respond to that request and further requests for follow-up, status and response. The last request was Friday, January 3. This is despite also charging me a non-refundable fee of $17.99 USD for "support" which they have withdrawn entirely by failing to acknowledge my emails. I am requesting full refund.

  Business Response

  Date: 01/14/2025

  To whom it may concern,
  

  Thank you for bringing these issues to our attention. This case was reviewed by our Corporate Escalations Team. Due to the currency being wrong, the guest not using the reservation, and the inconveniences suffered, we are prepared to offer the guest a full refund including the service fee. We have sent the guest an email requesting their mailing address so we can send them a check. We apologize for the experience the guest had with our company.

  Regards,

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

• Initial Complaint

  Date:12/29/2024

  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.

  Re: Reservation of Itinerary No. ************* of ***** ******** I called two months ago and booked a hotel room in ************* from this company on the phone with an agent. The next day I get to the hotel that I booked and they told me at the front desk that the booking company booked me into a hotel that was the wrong Province. It was booked at ********* Ontarot instead of ********* *************. I called right away and they said that it wasnt there issue. The Hotel I was staying in told me it was the company whom I booked through, there responsibility. They told me there was nothing they could do. Then they told me that I booked my hotel room online. I have proof that I booked through an agent that booked me the room. Then they said case was closed and it was my fault. This agent booked me into the wrong hotel and they refused to refund me my money. I did not receive any email back regarding my concern.

  Business Response

  Date: 01/03/2025

  To whom it may concern,

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

  We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ************************** 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 Best ************************** & Suites located at **********************************************, informed the caller that the reservation was for a Suite, Sofa Bed room type, confirmed the dates of stay as checking in on October 3rd and checking out on October 4th, and informed the caller that the total price for this reservation would be $211.51CAD, which would include all taxes and fees. 
  

  The agent then read the cancellation policy verbatim which states:
  

  Cancellations made before October 02, 2024 at 04:00 ********* time) qualify for a full refund. There are no refunds for no-shows, early checkouts, or cancellations made after October 02, 2024 at 04:00 ********* time). The Reservation Desk CA$17.99 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.

  Regards,

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

  
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22742180
  
  I am rejecting this response because:

  what *********** is saying about the voice recording is incorrect. They did not mention the Province over the phone or repeat back to me the address. Maybe we can hear the recording. Also to note how they treated me after the fact was unprofessional and very frustrating. 

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

  Business Response

  Date: 01/14/2025

  To whom it may concern,

  Thank you for the opportunity to respond.  We understand your request for a copy of the call recording. Our recordings are only used internally and cannot be shared. We want our customers to have the best experience possible, so these calls are regularly reviewed for quality.  We do apologize for any inconvenience this may pose but rest assured that your call was reviewed and your specific concern was addressed. Please let us know if there is something we are not understanding or that hasn't been brought to our attention.

  Regards,

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

• Initial Complaint

  Date:12/23/2024

  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 two hotel rooms through reservations desk on 9/28/2024 for two nights at Comfort Inn Ashville NC. I was unable to check into the hotel because when we arrived the hotel was without power and other necessities due to hurricane Helene. I filed a claim for reimbursement on 10/9/2024. I received a refund to my credit card for only one reservation on 10/29/2024. I have made over 15 call to the busbjess with regards to the second reservation and I am still waiting on a refund to my card. I have received letters saying it is being processed with no return. When I call they always say we are processing and give 3 to 10 days to return to credit card. When I call my credit card company they show no record of the refund. My last correspondence was on 11/20/2024 staing again give 3 ton10 business days. We are now over 90 days waiting for an refund to my card.

  Business Response

  Date: 12/30/2024

  To whom it may concern,

  Reservation Counter purchases our inventory from multiple hotel partners and suppliers under strict contracts to abide by the terms and conditions that the hotel properties have dictated for their inventory. When a reservation is finalized, payment is collected by our hotel partner who 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. Our company does not store credit card information or hold payments. In order for a refund to be processed, it must be first approved by the hotel and then by the supplier.

  Since we are not the Merchant of Record we are unable to see when the refund was processed. As of today, we have made another request to our hotel supplier to see where we are with the refund process. As soon as we have a response we will be in touch with the customer via email.

  Regards,

  ReservationCounter.com