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:12/17/2024

  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 went to ******** Best Value Inn ****************** after making a reservation but upon arriving at the motel, the room was absolutely filthy. I went to the desk and informed them I would not be staying and asked for money back. They told me that I would have to talk to who I booked with. I tired talking with them and they said there is no refund policy. I paid ******. I did not stay that night.

  Business Response

  Date: 12/24/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. We understand your concern in this case and have reached out to our hotel partners on the customers behalf. 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 before any refund can be processed.
  
  
  In this case we have spoken to the hotel and they informed us that this reservation was for a highly discounted rate, with a strict non-refundable cancellation policy. We were informed that no refund would be granted for the quality issues and that the hotel would be charging in full.  We apologize that we were unable to reach the resolution the customer had desired.

  Regards,

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

• Initial Complaint

  Date:12/16/2024

  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.

  This business lied to me, and booked me into the wrong resort. I had to make a 30 mile round trip out of my way in order to resolve this. They told me that the resort was completely booked from the 6th floor and up. The place where I was booked has only one floor. I know they lied because I ended up staying where I wanted on the 6th floor.

  Business Response

  Date: 12/24/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. According to our records, this reservation was cancelled free of charge and a full refund was processed.

  Regards,

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

• Initial Complaint

  Date:12/10/2024

  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.

  My primary complaint is that this business' website presentation is deceptive as they list themselves as the reservation counter under a specific hotel, ************************************** in ****, **. As VP of a non-profit organization, I organize watercolor painting workshops with visiting artists and regularly book hotel rooms at the Element Reno for these artists. If we do not fill the workshop we have a policy that we can cancel 30 days or more before the workshop date. I am familiar with the ************* policy regarding cancellation etc and I generally use our organization's debit card to hold the reservation. The hotel charges are then paid by the visiting artist using their credit card. The hotel will not charge for the room if you cancel no fewer than 3 days before the reservation date. I thought I was making a reservation with the actual ****************** until my organization's accountant contacted me about the charge for the room $980.38. I then contacted the customer service number to confirm the cancellation policy.The wording regarding cancellation is: 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. Having dealt with the hotel a number of times, I interpreted this to mean it was non-refundable for no show or early check-out and the $17.99 charge would not be refunded but there is no charge for cancellation or changes. When I contacted the customer service # to confirm the cancellation policy they told me the charges are non-refundable under any circumstances. When I search the actual hotel website, the room is cheaper (****** including taxes etc) than the $980.38 ************************** charged. I was able to confirm the reservation with the hotel but feel the cancellation policy should be the same as the hotel.

  Business Response

  Date: 12/18/2024

  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 $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.

  If the customer would like, we can request an exception be made to our hotel partner. First, we would need to cancel the reservation and then ask the hotel for a penalty waiver. This is not guaranteed. 

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

  
  

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22667531
  
  I am rejecting this response because: I will re-state that this company purposefully has a deceptive presence on the internet.  I stated in the complaint that I booked this online. I did not click on an ad that identified the business as ************************** but clicked on Element hotel.  I do not trust that my organization's money will be returned using a process of asking the hotel for a penalty waiver and do not want to try some "unguaranteed" procedure.  I am not certain what that even means and, based on HUNDREDS of negative reviews in which people report how this company just took their money through deception I do not want to have that happen.  I have checked with the hotel and find we do have a reservation on the dates requested.  Though it is more costly than booking through the hotel like I thought I did, I am willing to accept that extra cost.  I am only asking that, if necessary due to cancellation of our event, we could cancel with a refund up to 30 days prior to the booking date.  The policy that we have always had with the hotel when booking directly allows for cancellation within 3 days prior to the booking dates.  Again, I thought I was booking directly with the hotel and the policies would be the same as the hotel's policies which I was familiar with.  I do not believe that this company innocently steals bookings from hotels, apparently with frequent very bad results for unknowing customers.  I believe the company is knowingly and purposely deceptive with the intent of essentially stealing money.  I have spoken to hotel personnel who were apologetic but indicated they could not be responsible for the deceptive actions of third party businesses.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 01/03/2025

  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.
  

  Regards,

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

  
  

• Initial Complaint

  Date:12/09/2024

  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.

  Date of Transaction: December 04, 2024 Cost: $706.00 I made reservations to stay at the ***************** in *******, ******, N.Y. due to a death in the family. Tried to get as close as possible to where funeral services were held for family member. Most of the hotels in ****** were sold out for whatever reason. There were 5 of us, so I needed 2 rooms. I thought I was going through the ***************** Franchise to make reservations. I was unaware that I was going through a 3rd party entity. **************** did not identify themselves as such. I was told the cost would be $706.00 and that it was the last 2 rooms at the *****************, and everywhere else was sold out. Therefore, I moved forward with the reservations. After providing payment info, I was told there were no cancellations or refunds as I was hoping to hold this reservation as I continued to shop for a lower price. After, the confirmation was sent via email. The cost for the rooms were actually $239.05 per night totaling $478.10 for 1-night. I thought that was costly. My complaint is that I was also charged $210.28 for taxes and fees, and a service fee for $17.99 which I though was absolutely ridiculous! This brought the total cost to $706.37. I do realize there are taxes but what's the other fees cost? I really felt ripped-off and with the additional service fee. I tried to resolve this issue with the company by asking for discounts due to a death in the family. They were not willing to provide any discounts or refund some of the expenses even after speaking with a supervisor. I would like at least some of the cost refunded to me. Totally ridiculous to pay this kind of money for a `1-night stay. This company should not be allowed to charge for anonymous fees. I believe it's price gouging and unfair to customers. I also believe I was taken advantage of because of my situation. Your assistance in this matter is greatly appreciated. Thank you,******* ******

  Business Response

  Date: 12/17/2024

  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 then went over the cancellation policy which 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.
  

  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: 12/18/2024

   
  Complaint: 22662633
  
  I am rejecting this response because:  I don't recall the customer service **** mentioning any cancelation policies or refunds until I inquired. I had already reserved the rooms because I was informed that they were the last 2 rooms and that other hotels in the area was sold-out.  I definitely don't recall the customer **** mentioning the service fee of $18.00.  The customer service **** provided her name but I was not aware that she was a part of this 3rd party organization.  I actually thought she was a part of the reservations center for the ***************** which was the hotel we stayed at.  Not making excuses, but these reservations were needed due to a death in the family.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/26/2024

  To whom it may concern,

  Thank you for the opportunity to respond. As a courtesy, we have waived the ***** service fee. Unfortunetly, since we were unable to locate any agent error, no further refund can be offered.

  Regards,

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

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22662633
  
  I am rejecting this response because:  This business is not willing to provide any type of refund other than the service fee which I never should have been charged in the first place.  I explained my situation which was needing an overnight stay in ** due to a death in the family.  Came into ******, ** to attend niece's funeral service the next day.  They still have not disclosed what the other fees were for added to taxes.  I'm not trying to not pay them at all.  I think it is highway robbery to pay over $700 for 1-night.  It wasn't even a full night.  My arrival was after midnight.  The hotels in the ****** area was completely sold-out for whatever reason during this time and this business was fully aware of the situation. This is why I think I was taken full advantage of. I was not aware that I was dealing with this 3rd party business. I actually thought I was making reservations through the ***************** franchise.  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/04/2024

  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 mistakenly reserved a hotel stay with Reservation Counter. I thought I was reserving directly with the hotel but was deceived by their website. I was Charged $2443.85 on 5/18/24 and Charged $15.99 on 5/19/24 I received a printed receipt from the hotel dated 5/31/24 for $1483.65, a difference of $960.20. I spoke with hotel manager ***** on 7/17/24. ***** spoke with ****** at Reservation Counter, who said I would be refunded on 7/17/24. ****** told hotel manager she would call me. I did not get a call from Reservation Counter. I was refunded $379.87 on 7/19/24. I have called and emailed multiple time on when to expect balance of refund $580.33. Spoke with a *** on 8/9/24 and was told I would get an email within 5-7 business days from Finance team. I *** not get an email. On 9/12/24 I spoke with ********. He said he would escalate to the ***************** and I should expect a ***ly in 3-5 days. I did not get a ***ly. On 10/4/24 I spoke with ***. She saw the notes from ********. I got a call back form her supervisor ********, who stated that the cancellation policy charges $271.54. She stated that the Escalation team would email me on how they calculated refund tagged as urgent. I received an email that falsly claimed that the hotel refused to process a refund for me. I ***lied to that email stating that it was false and I would ***ort them to the BBB.

  Business Response

  Date: 12/12/2024

  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.
  

  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
  

  In this specific case, the hotel supplier approved a refund of $379.87. This number was worked out between the supplier and the hotel directly.
  

  Regards,
  

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

  
  

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22640563
  
  I am rejecting this response because:

  I spoke with the hotel manager, ***** on 7/17, who authorized a refund to me with ****** from Reservation Counter. The amount to be refunded was $960.20. I was only refunded $379.87 with no explanation for the difference. Please refund the addiitonal $580.33 or provide an explanation on why those funds are being unlawfully withheld.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/20/2024

  To whom it may concern.

  Thank you for the response. Between the hotel an us there is another third party company. Reservation Counter does not merchant transactions or hold funds. This supplier is the one who contacted the hotel and they came to that dollar amount together. Since we were not the ones making that negotiation, we do not have more insight on how that number was selected. We recommend the guest reach out to the hotel directly in order to find out more about the refund amount.

  Regards,

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

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22640563
  
  I am rejecting this response because:

  The hotel manager, *****, contacted Reservation Counter on 17-July and spoke with ******. ****** - from Reservation Counter - confirmed that a refund would be processed. There was no other party involved in the payment, negotiation, nor the refund.

  Reservation Counter continues to unlawfully hold the balance of my refund in bad faith. This message is a demand that Reservation Counter refund the balance of my refund in the amount of $580.33 or provide documentation for why it is being unlawfully withheld. 

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

• Initial Complaint

  Date:12/02/2024

  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.

  On 12/02 my wife called a phone number that was supposed to be for ************The phone was answered as Hampton ****** wife explained that the reservation was for a convention we were going to attend and gave the convention information. The person on the phone claimed to have the info for the convention.The person on the phone never said they represented ReservationCounter.The convention rooms were supposed to be $125, but we were charged $189 plus fees bringing the per night charge to $209.Our credit card was immediately charged $982 plus a reservation fee of $18. The card should not have been charged since the reservation was not until next May.I have cancelled the reservation and will be disputing any charges with my bank,This whole process is a scam and ReservationCounter totally misrepresented themselves.

  Business Response

  Date: 12/09/2024

  To whom it may concern,

  Thank you for bringing this to our attention. We always want customers to know exactly who they are speaking too.

  We found that the agent opened the call as saying, "Thank you for calling Reservation Counter, an independent travel agency for top hotels"

  We apologize for any confusion that occurred but this reservation has been cancelled and we have waived the ***** service fee.

  Regards,

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

• Initial Complaint

  Date:11/27/2024

  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.

  This company will not allow any modifications to travel weeks away. **************** is weird and they just tell you that you are SOL. This is not a legitimate business. Its a scam company. I am simply trying to modify, not cancel.

  Business Response

  Date: 11/29/2024

  To whom it may concern.

  As a third party company once a reservation is confirmed, it can not be changed. This is because rates are constantly fluctuating and the rate is locked in once the reservation is made. The only option is to cancel the reservation and book a new one.

  Regards,

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

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair 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 was trying to contact The *********** at ************************************************** to make a reservation. On what looked like their website underneath in small print was Reservation Counter ************. I asked the person at that number is the address for this hotel **************************************************, he said yes it is. Went thru the booking process and then received a text from Reservation Counter Itinerary confirming my reservation, I clicked on the link and the hotel has ****** JOHNSONS. I tried to call them back, their phone number for complaints is a Suicide Prevention number in ****. Their supposed address is ***************************************************************************************************************. They did reverse the room charge but not the $17.99 which is apparently the way they make money. Making reservations to anywhere to get there $17.99. These people need to be stopped.

  Business Response

  Date: 11/27/2024

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth. Upon review of the phone call we found that the customer did request to be booked at the ***********. However, during the recap section of the call when the agent is required to go over all of the information he did say it was for the ****** ***************** Wyndham. 
  

  Since this was not the hotel requested by the customer we have refunded the non-refundable service fee. Action will be taken with this agent as well. 
  

  We have sent the customer an email requesting the phone number they tried to call and where they found it. We have many phone numbers and find it very concerning that one of them may not be accurate. We always want our customers to be able to reach our 24/7 customer support.
  

  Regards,
  

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

  
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22582596
  
  I am rejecting this response because:  The response states that " during the call I was told they booking was to ****** Johnsons", this is incorrect. I was not told that by the agent. I received an email sometime later that mentioned he had booked me into ****** Johnsons.  When I called this company back using the same phone number the person that answered was the same man I spoke to before. I started to tell him you have made a mistake regards to the hotel but he hung up the phone. Why didn't this company mention the return of the fee that I paid them?
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 12/09/2024

  To whom it may concern,

  According to our records a full refund including the service fee has been processed.

  Regards,

  ************************** 

  Customer Answer

  Date: 12/10/2024

   
  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:11/19/2024

  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 made a reservation with Reservation Desk on September 24, 2024 to go to the ************************ in *************. The reservation was for 3 nights 10/24 - 10/27. My husband became ill & could not travel. I contacted the Reservation Desk on October 21st to cancel the reservation. They told n/me no problem but when I looked at my **** account they only refunded my account $730.05. When I called them they told me to get the total amount back I needed to call them by October 17th. I explained that my husband wasn't ill on the 17th so I had no plans of not traveling. From there I spoke to several people pleading my case. Everyone I spoke to told me they were going to help me and put in a request to wavier the penalty. They told me it could take up to 10 business days. After waiting the *************************************************** review That they were waiting for someone from the hotel to tell them it was Ok to refund the $ ******. I then called the hotel & spoke to a manager. She assured me they do not hold any money back for a cancellation. I called the Reservation Desk again and they told me again that my request was in review. I have never heard back from them (they assured me someone would be in touch) Now when i call I can not get connected. I key in the proper prompts but I just remain on hold for hours. They also charged me a $17.99 fee to make the reservation which was never told to me. I found that on my credit card. I think they have been very dishonest and have mislead me every time I talked to them. I was totally told I would get all my money back. My hope here is to get my money BUT more then that I think this company needs to be checked out for their shady policies... that were nor explained up front. If I would have known about this policy I would have ask about travel insurance to cover unexpected illness.

  Business Response

  Date: 11/27/2024

  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.

  Unfortunetly, sometimes it takes longer in order for the supplier to communicate with the hotel. Luckily, our supplier was able to confirm the approval for the refund and process it. We have also waived our ***** service fee as a one time courtesy. 

  Regards,

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

  
  

• Initial Complaint

  Date:11/15/2024

  Type:Customer Service 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 originally called to book a one night stay at a *********** in **************. I indeed thought I was dealing with the hotel directly, but to my dismay I would later find out I wasnt. I spoke for quite some time with a guy and he said that unfortunately what I needed wasn't available but he would check all of their other nearby locations to see if any of them might have the things I requested. I requested a room with 2 queen beds and the hotel had to have a hot tub and a pool. He said he was able to find a room after going through several that didnt have everything i requested. I asked if this hotel which he said was ******* inn had a room with 2 beds and he said yes. I then asked if there was a hot tub ands pool which he also replied yes for sure both. I told him I had to have both and not just 1. He said he understood and for sure this hotel had both of them. This one has the cheapest rate compared to others I refused. Once I agreed to this one I was sent a text and was charged for the room. When I got to hotel and checked in, I went to the room reserved and found it only had 1 bed. I stressed to the guy from the very beginning how many people would be using this room3 adults, 2 children, and an infant. I then had to get this mess straightened out and then haul all of the stuff to another room. I was happy I could relax in a hot tub but when I went to find it the front desk said they dont have a hot tub and havent had one for a long time. The pool and hot tub wasnt 24/7, so I had to just go to room and bed for the unight. I wasnt informed of the separate charges for booking this room that would be going to reservation desk. Also, I wasnt told about a parking fee of $50. I ran short of funds due to the fees that were unexpected. I was trying to spend a nice day at arch and museum with my children and grandchild but so many things went wrong it was hard to remain positive for them. I never thought I was dealing with a travel service.

  Business Response

  Date: 11/21/2024

  To whom it may concern,

  Thank you for bringing this issue to our attention. It appears we did not have the most up to date information. We are in the process of updating this listing so these issues do not happen again. Due to the inconveniences suffered we are prepared to offer the guest a partial refund. We have sent an email to the guest with an offer and are awaiting to hear back.

  Regards,

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

  Customer Answer

  Date: 11/25/2024

   
  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,
  
  ***** *******