Complaints

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

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  Reservation Counter, LLC

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

• 

  Reservation Counter, LLC

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

• 

  Reservation Counter, LLC

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

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

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a reservation for a stay on September 1, 2024 for one night. When calling the number I was under the impression I was calling Holiday Inn Express direct. Agent knew what hotel I was calling for and stated the desired room was unavailable. (2 ************ I was then going to call elsewhere he quickly stated that they just had a cancelation and could get me in one. He never stated the cost of the room as I was expecting what was online price. Upon check in I was informed their was not reservation for me for that room type only the "king" that he initially tried to sell. That is when I was informed by the hotel this happens a lot to people. I called to remedy the overcharge and was told they would review and refund only to discover today that after waiting 2months with no follow-up or refund that they did not hear on the recording they lies about the rooms etc. They are obviously a scam organization that overcharges on top of charging booking fees on top of everything else. Had I known the truth at the time I would have just booked the same room that I ended up with on my phone for much, much less. The fact they use deceptive sales techniques and are still in business is baffling. I would never recommend and will continue to move forward in an attempt to get my refund and bring their shady ways to light.

  Business Response

  Date: 11/14/2024

  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 informed the caller of the complete name and address of the property, informed the caller of the room type, confirmed the dates of stay, and informed the caller the total price for this reservation 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 $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,

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

• Initial Complaint

  Date:11/06/2024

  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 October 22, 2024 I called what I thought was the hotel directly to make a reservation for three nights for three rooms for a wedding in ******************. I spoke to what I thought was a hotel employee and told them my request. They confirmed All of my needs would be met. Upon arriving in *******, *******, I realized they booked us in ******* and not **********. I called and they said I could cancel and get a refund and book it again on my own, which would put us out about $3000. My family chose to say in *******, which is a half hour from where we needed to be. I was told by ************************** that they will review my audio reservation and get back to me with compensation I was told on October 23, 2024 by a gentleman named ***** that they were in fact going to refund me $905 and I should see it no later than November 5. ***** gave me his direct line and extension and told me to call him if I havent received it by November 5 I called today November 6 his direct line because we have not received a refund and the phone number is no good. I called directly to *****************************. The first ***** shows that my refund is in the final stages and it would be 7 to 10 additional business days. I spoke with a supervisor who then said she did not have any record of this refund request. She said she will need to listen to the audio tape of him offering compensation and they will get back to me they are scamming me by lying at every turn.

  Business Response

  Date: 11/14/2024

  To whom it may concern,

  Thank you for bringing this issue to our attention. We reviewed the calls the customer made to our company. We did not find any ***** that spoke with the customer. Our agents do not have direct lines or extensions. We reviewed the sales call and were unable to locate any agent error. Since this reservation was used in full, unfortunetly we are unable to offer any compensation.

  Regards,

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

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22521134
  
  I am rejecting this response because: When I originally called and made my reservation, I made it for downtown **********, *******. Your agent confirmed that I would have early check-in any fitness center, when I arrived in ******* I saw we were booked in *******, I immediately called you. At that time, my choice was to cancel and wait for my refund in the next seven to business days and pay for the original hotel again. This would put me back $3000, I had to stay in ******* for financial reasons. Your agent called me back on my cell phone which I have a log history and I followed up with your agents on 25 October which is when your agent ***** told me I would be getting my refund with within the next seven days. I also have a call log history for these calls. Your agent said that the company reviewed The original reservation and found agent error. That is why I was entitled to a refund.When I called on November 6, your Company once again said you would have to review my call with *****, it seems like this is a common practice for you guys. I have records of our correspondence, so it makes zero sense you would not have audio Of this call. A: you booked me in the wrong city B: you lied about early check in and fitness center. C: you offered compensation D: you lied about our phone calls.  What was supposed to be a wedding celebration has turned into a financial nightmare due to your agents error and now its almost 1 month later and I am still dealing with this run around. Make this right, you know what you did and you know I have proof of EVERY phone call. Its terrible you would tell me one thing and completely do the opposite TWICE! Do the right thing.

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

  Business Response

  Date: 11/25/2024

  To whom it may concern,
  

  Thank you for your response. Upon initial review we searched for a call on the 23rd of October and were unable to locate an interaction. However, with this new information that the call was actually on the 25th of October we were able to locate this conversation. We evaluated the call and found that the customer was given inaccurate information. We are prepared to offer the customer a full refund. We have sent the customer an email with a refund offer and are currently awaiting a response.
  

  Regards,
  

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

  
  

  Customer Answer

  Date: 11/26/2024

   
  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:11/04/2024

  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 unknowingly booked a hotel reservation through ************************** for ********************* in ***********. I booked 2, 2 queen rooms, conjoining, with an ocean view. I was told my request would be fulfilled. Never once was I told the request is based on hotel availability, the hotels did not have the rooms to offer, or that I was not booking directly with the hotel. When I called to confirm the reservation directly with the hotel is when I found out that I did book directly with the hotel and the rooms that I was guaranteed to receive the hotel did not even have to offer. I called ReservationDesk to request a refund and told that it was past the time frame to request a refund and they would need to contact the hotel. These hotel rooms were booked under complete fraud. When checking into the hotel I was made aware of the reservation that I made directly and fulfilled. I was also made aware that there was only 1 other reservation made through a 3rd party vendor and it would be cancelled. I have requested to be refunded by your company multiple time and have yet to receive a full refund. I have contacted the hotel directly again and was told that only 1 reservation was made, not 2, and the reservation was cancelled. This company is committing fraud and has stolen my hard earned money. I want a full refund of $1118.58

  Business Response

  Date: 11/12/2024

  To whom it may concern,

  Thank you for the opportunity to review this case. Upon reviewing, the full refund has already been processed and should be received by the guest shortly.

  Regards,

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

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22511971
  
  I am rejecting this response because: I have not received the full refund on my credit card yet. I have called the company and they are not seeing a refund pending. I had 2 reservations both which were made fraudulently by your company. I was given a refund on one of the reservations but not on the other. I am expecting a full refund in the amount of $1118.58 the charge for the room that was not even an option at the hotel and the $15.99 service fee, that I was not made aware of until I questioned the charge. This is after not being made aware that I was not booking directly with the hotel. Please refund my card immediately.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/25/2024

  To whom it may concern,

  Thank you for your response. We were advised by the hotel that one of the rooms was used which is why a refund of only one room was processed. Unfortunetly, when a room is used we are unable to offer a full refund.

  Regards,

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

• Initial Complaint

  Date:11/03/2024

  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.

  Oct 22nd 2024. I called the reservation desk to check on room availability at 1am, on oct 22nd, my daughter was 15 mins away from the hotel (sleep ********************************* ***********.). I asked her to make a reservation for me to check in within the next 15 mins. (130am). The person on the phone assured me there was an available room and I would be able to check in at 130 am oct 22nd. When we got to the hotel, we were not allowed to check in, as the reservation desk put the wrong date. The hotel front desk was extremely rude and not willing to help. I called the reservation desk in which I made the reservation, they told me they could not help, or change the reservation for us to check in at that time. Ive been trying for days contacting the hotel , choice hotels and the reservation desk to get a refund for their date mistake. They have been zero help in refunding my money. Due to the fact I used my allotted money for that hotel while traveling 3000 miles home, my 5 yr old son and I, which at the time 6 month pregnant had to sleep in a rest area! The reservation desks actions were not only deplorable but were also very dangerous for us. I expect no less than a full refund.

  Business Response

  Date: 11/07/2024

  To whom it may concern,

  Thank you for bringing this to our attention. We reviewed your sales call and were able to locate an error. We have sent the guest an email offering a full refund and are awaiting to hear back.

  Regards,

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

• Initial Complaint

  Date:10/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/10/2024 I reserved a hotel room in ********* for a wedding using Reservation Counter. I obtained an Affirm loan for the amount of $661.40. I stayed in the room at the ******* in for 2 nights - 10/18 and 10/19 - when I went to check out the hotel indicated that I had not pre-paid. So my boyfriend used his card ending in *1716 to pay for the hotel. I have tried to contact Reservation Counter to cancel the Affirm loan and they have been incompetent and not helpful at all. I even had a group call with the hotel, Reservation Counter and myself and Reservation Counter has not processed the refund. Their notes indicate that my boyfriend's card is going to be refunded - the hotel confirmed that they charged his card and there will be no refund processed for his card. I have reached out to Affirm to cancel the loan but they indicated that it is up to the merchant (Reservation Counter). I am not reaching out to the BBB to assist as I do not want to pay for the hotel room twice and I need to get the Affirm refund processed from Reservation Counter. Please let me know what information I need to assist this case.

  Business Response

  Date: 11/07/2024

  To whom it may concern,

  Thank you for bringing this to our attention. We reached out to our hotel partner and they contacted the hotel. The hotel informed them a full refund was processed to the card used at the hotel. Therefore, the affirm loan is the only payment that will stand.

  Regards,

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

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22490419
  
  I am rejecting this response because:

  the Card *1716 was not refunded. That was the payment the hotel accepted and I previously Reservation counter told me the affirm loan would be cancelled. I can send that email.

  Im also working with an open dispute with Affirm to get this resolved,

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

  Business Response

  Date: 11/13/2024

  To whom it may concern,

  It has come to our attention that the customer chose to dispute the charge.  When a customer proactively files a dispute, we lose the ability to work on their case.  The customer and the merchant essentially agree to allow the customers bank and the merchants bank to review the charge and make a final decision about it.  We are bound to the final resolution of that outcome.  

  Regards,

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

• Initial Complaint

  Date:10/28/2024

  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.

  Paid $1717.05, was refunded $15.99 for service fee.Reservation Desk (also dba ReservationCounter) said they would provide me with a room that could accommodate 6 people. The room could only accommodate 4 people.The dispute is I cancelled my reservation on 07/13/24 which is the same day I made the reservation. The cutoff date to cancel was 07/17/24.Reservation Desk submitted FRAUDULENT DOCUMENTS to my credit card company, Best Buy, stating I cancelled on 07/18/24 due to a family emergency. They refuse to listen to my phone call on 07/13/24, the date I canceled, which verifies I cancelled on 07/13/24 due to their agent lying to me about how many people the room could accommodate. I have called multiple times trying to get my money refunded. I have told them multiple times to call *********** and Suites as they show I cancelled the reservation due to Reservation Desk lying about how many people the room could accommodate. They refuse to listen to my phone calls or call Hampton Inn and Suites and continually give me the run around.I want refunded the remaining amount they refuse to refund, $1701.06.

  Business Response

  Date: 11/05/2024

  To whom it may concern,

  As a courtesy, we did begin to work on this customer's case to see if an exception to the cancellation policy could be made.  However, the customer chose to dispute the charge.  When a customer proactively files a dispute, we lose the ability to work on their case.  The customer and the merchant essentially agree to allow the customers bank and the merchants bank to review the charge and make a final decision about it.  We are bound to the final resolution of that outcome.  

  Regards,

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

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22478732
  
  I am rejecting this response because:

  Reservation Desk submitted FRAUDULENT documents to my credit card company stating I cancelled due to a family emergency on 07/18/24, the day after the cancelation date of 07/17/25.  When in actuality I cancelled the same day I made the reservation, July 07/13/24, due to they lied about how many people the room could accommodate.   They refuse to listen to the call on 07/13/24 that proves I cancelled that day.  The only reason my credit card company sided with them is because they submitted FRAUDULENT DOCUMENTS. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 11/13/2024

  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 dictated by the hotel properties for their inventory. When a reservation is finalized, payment is collected by our hotel partner, who is the merchant of record.
  

  When a dispute is actively filed, since we are not the merchant of record, we are not responsible for addressing the dispute. This is handled solely by our hotel partner. We do not have control over or access to the documents the customer is referring to.

  Regards,

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

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22478732
  
  I am rejecting this response because:

  The hotel merchant NEVER got paid and they show the reservation was cancelled on July 13, 2024.  Reservation Counter is the SAME company as Reservation Desk.   You call Reservation Counter and they answer as Reservation Desk.   Reservation Desk is the company that sent FRAUDULENT DOCUMENTS to my credit card company and is most certainly involved and received the $1701.06 payment that I want tefunded.

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

  Business Response

  Date: 11/22/2024

  To whom it may concern,

  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 that the guest be refunded.  
  

  Our hotel partners were unable to process a refund due to the dispute that was filed by the customer.

  Regards,

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

  
  

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22478732
  
  I am rejecting this response because:

  My credit card company applied the charge BACK to me so Reservation Desk received and KEPT my money for no services provided.  Reservation Desk KNOWS I cancelled the very day I made the reservation and has the evidence on my recorded phone call from July 13th, 2024.  The *********** has even acknowledged I cancelled the very same day I made the reservation on July 13th, 2024.  The fact that Reservation Desk keeps referring back to the dispute that was filed with my credit card company that was denied due to FRAUDULENT DOCUMENTS they sent is getting ridiculous.  They need to refund back my $1701.06 that my credit card is CHARGING me and own up to the truth.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 12/09/2024

  To whom it may concern,

  Thank you for your response. As previously stated, Reservation Counter does not merchant transactions. The only charge made by our company is the ***** service fee that has already been refunded. In order for the customer to receive a final resolution they need to continue working with their financial institution. Once a dispute is filed we loose the ability to work on their case. 

  Regards,

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

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22478732
  
  I am rejecting this response because:

  Once Reservation Desk submitted FRAUDULENT DOCUMENTS to my credit card company, Best Buy, stating I cancelled on July 18, 2024 due to a family emergency, my credit card company denied my dispute and reapplied the charges to me making my dispute null and void.  Therefore, the dispute of the charge should be handled by Reservation Desk. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:10/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a reservation through Reservation Counter for a stay at the sleep in at **********************************************************. We were traveling from an hour and a half away and trying to find a safe location to escape effects of hurricane ******. We specifically asked the agent when booking if that location had been affected and if they had power. We were assured that it had power and was fine. When we got there we were immediately turned away as it turned out they didnt have power and we couldnt stay there. We called the reservation counter booking place back and they have yet to refund our money three weeks later. They claim to be waiting to hear back from the hotel in response to an email they sent them but when I called the hotel myself a week and a half ago they told me theyd already responded to that email stating we never stayed there. I just want my money back. We need it now more than ever since the hurricane.

  Business Response

  Date: 10/22/2024

  To whom it may concern,

  
  Thank you for the opportunity to look into this case in depth. Upon review of the calls we were able to locate an error relating to the process that was to be followed. As a result, we are prepared to offer the guest a full refund. We have sent the guest an email and are currently awaiting to hear back.

  Regards,

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

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22422323
  
  I am rejecting this response because:
  I received their email which said Id have a refund within a few days but its been over a week and still no refund. 
  Sincerely,
  
  ********* *******

  Business Response

  Date: 10/30/2024

  To whom it may concern,
  

  Thank you for your response. Please note we sent the guest an email on October 22nd with the subject line "Reservation R5181427458." We asked the guest for their billing address so we can process an out of pocket e-payment however, we never heard back. As soon as the guest responds to that email it will be sent to our finance team and the e-payment will be processed.
  

  Regards,
  

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

• Initial Complaint

  Date:10/08/2024

  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.

  Searched a hotel on ****** and ************************** came up and I clicked on it. It said that there was one room left. Booked the room and instantly paid a total after taxes and fees $334.32 for 1 night stay. Arrived at the hotel on 9/28/24 and was told there was no room available and that they were fully booked. I showed my reservation and the front desk *** said it must be from a 3rd party booking agent. I thought no problem it's an easy fixed and called customer service immediately while I went to find another hotel to stay for the night. After waiting for 12 minutes selected the option to receive a call back when a ***resentative was ready and was immediately called back and put on hold for 20 more minutes. When someone finally picked up I explained the situation and was told that because I booked it "myself" they would have to investigate before a refund is given. I asked then WHEN I would be getting a refund or someone contacting me and she said Tuesday 10/1 and said '48 hours for the resolution." I called Wednesday 10/2 and spent a total of 30 minutes again waiting to speak with someone. Then was told that I would have to wait 7-10 business days for them to investigate. I asked to speak with a supervisor and said I wanted an update, the gentleman said there is no point in talking to a supervisor. Said there is no resolution he can give me because he is limited to information. Said if he escalated the complaint that it would delay the process because and "escalation starts the wait over AGAIN". Since when does an escalation"delay" a resolution to a complaint. He told me it had already been escalated on 9/28 and that if I wait until 10/8 I should have a resolution. Call back on 10/8 and told again the same thing but now told I would get an update on 10/16. Requested a manager AGAIN & they provided no resolution. She made the whole situation feel even more like a scam. Other than just telling me a further date in the future nothing was resolved.

  Business Response

  Date: 10/16/2024

  To whom it may concern,
  

  Thank you for bringing this to our attention. Sometimes, hotels oversell their inventory and this is completely out of our control. It seems that is what happened in this situation.
  

  Our wait times have recently increased due to the aftermath of the two hurricanes that are currently affecting our country. 
  

  We have reached out to our hotel partner and a full refund has been processed.

  Regards,
  

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

  
  

• Initial Complaint

  Date:10/07/2024

  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 9/21/2024 my 27-year-old daughter suffered a stroke. Since then, she's been hospitalized at *************************** in *********, *********. Her Case Manager advised us that she would be going to the Acute Rehab at ********************* on 10/4/2024, which is why I booked a hotel closer to ********** (************ Suites-Vanderbilt), but for reasons beyond my control she remains at the hospital until her insurance approves her authorization to be transported. When I initially booked this hotel, I was guaranteed a hospital discount as well as full refund if changes had to be made. The initial booking was 10/5-10/7/2024, but I canceled the hotel booking on 10/3/2024. The total cost of the booking was $411.90. Reservation Counter only refunded me $98.85 and kept $313.05! I called Reservation Counter, and the *** advised an approval from the hotel was needed before refunding the remaining balance. The *** came back and advised me he had spoken to the hotel was manager, which was female, and the request was denied without explanation. So, I called the hotel and spoke with the hotel manager whose name was **** ****** and he advised me that no one from Reservation Counter contacted him regarding a refund and the money was not listed on my account yet so I was lied to! I called Reservation Counter back and spoke with ******* who reiterated that I would not be refunded so I asked for a supervisor. ******* placed me on hold a few times and then advised that her supervisor was in a meeting, and she would give me a call back, but I opted to stay on the line no matter how long the meeting took. I finally was able to speak with ********* supervisor, ****** but she was NO HELP AT ALL! She was talking over me and yelling so I yelled back then she said my inquiry would be sent to escalations and I would receive an email regarding the resolution. As of today, I still do not have any details on whether I will be receiving a refund or not!

  Business Response

  Date: 10/15/2024

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth.  ReservationCounter.com is an independent hotel booking agency and we make reservations for over 200,000 hotels worldwide. We are required to adhere to strict guidelines set by the FTC and are in direct compliance in our business practices.  When a customer searches for a hotel online, they will return multiple results including advertisements from third-party reservation companies.  The customer would have had to click on one of our ads or call our inbound call center to be directed to our company.
  

  We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ReservationCounter.com an independent booking service for top hotels.
  

  We have found that the customer requested to book a 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 of the complete name and address of the property, confirmed the dates of stay, and informed the caller that the total price for this reservation would be $429.98 which would include all taxes and fees. 
  

  The agent then read the cancellation policy verbatim which states:
  

  Cancellations made before October 04, 2024 at 11:59 PM (hotel time) will be charged a $313.05 penalty. There are no refunds 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.
  

  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 currently working with a provider to try to get a customer courtesy refund for the guest due to the medical situation. As soon as we have a response we will reach out to the guest via email. 

  Regards,

  ReservationCounter.com

  
  

  Customer Answer

  Date: 10/15/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22393527, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Janet Burns

• Initial Complaint

  Date:10/03/2024

  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.

  On May ****** I called ********* to make a reservation for a room @ ********************* in **********, ** for June 14th-16th 2024.I spoke to the person and the price was in my range so I made my reservation. I used my Affirm Virtual Card to pay for the room. I thought I was making it with *********. I was sent my Itinerary #*********, it had the hotel name, date and the amount. However when I arrived I was told that they did not have a room for me and that the room reservation was not their, it was fraudulent and I had been scammed. This news was devastating to my family and I not only did we not have the rooms we originally booked and paid for, but I had a make new reservation paying more money for June 14 2024 only,because they were completely booked, leaving us no room for the rest of our stay. Last minute God blessed us to get a room for the remaining of our stay. On June 18 2024 I called ********* to inform them about what occurred at the hotel,and that my reservation with them was fraudulent and a scam,they told me that my Itinerary was not from them. Next I called Affirm to let them know that my reservation was a fraud and I had been scammed and how can they make me pay for service I was not able to use. So I looked at my Itinerary and it had Reservation Counter and a different # so I called them, they said they will look into it and call me in today. This went on until 7/8/24, I was told that the hotel would not refund my money. I went back to ****** and told them what had happen they said they would dispute the issue with them. I sent them a letter and my hotel receipts. I had been making payments to ******, after 2 weeks ****** stopped their dispute with the company stating they had not found any fraudulent. I started doing my own research and found others has been scammed by this company. I need your help, the amount of my rooms was ******. I am a Senior Citizen I do not have that amount money to give away. I am ***** **** ****** @ ************

  Business Response

  Date: 10/10/2024

  To whom it may concern,

  As a courtesy, we did begin to work on this customer's case to see if an exception to the cancellation policy could be made.  However, the customer chose to dispute the charge.  When a customer proactively files a dispute, we lose the ability to work on their case.  The customer and the merchant essentially agree to allow the customers bank and the merchants bank to review the charge and make a final decision about it.  We are bound to the final resolution of that outcome.  
  

  Regards

  ReservationCounter.com