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.

close

Find a Location

Reservation Counter, LLC has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/01/2024

  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 transaction occured roughly on August 4th for a booking that was supposed to be on October 19 (the agent on the phone selected the wrong date when finalizing the booking). I paid 552 for this transaction. They were to have booked my 20th anniversary date with Congress Hall on the date I requested. It was hard to understand the agent on the phone and I was doing this so my wife would not hear (I wanted to surprise). I agreed to the date I requested and there may have been a miscommuncation on their part as far as the correct date and I did not catch that with her language and my phone connection. When I noticed the mistake, I called them immediately (a few days after in early August). They refused to listen to my dispute and charged me for the dates. I took this up with Congress Hall and my bank to no avail. They claimed they tried to solve this dispute but I do not agree with the resolution as it was a mistake on their part.

  Business Response

  Date: 10/08/2024

  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, confirmed the dates of stay as checking in on September 19th and checking out on September 20th, and informed the caller that the total price for this reservation would be $568.03 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

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

  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 ************** 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: 10/09/2024

   
  Complaint: 22363442
  
  I am rejecting this response because: I stated that my phone connection was not the best and our conversation did get disconnected at one point.  The agent asked for a good number to call me back on just in case and that did happen.  I said it was hard to understand her language at times.  These factors led to an honest mistake.  As far as this following explanation by the company: 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.

  This is not entirely true.  I asked if I could switch the date initially and was told that was unlikely.  Then I was told to take this up with the hotel and they denied my request.  They also said their number does not come up first in a search and I was not aware of this.  The agent I spoke to from ReservationDesk said she was with "hotel booking."  That is what I heard verbatim.  I was told when I called to report the mistake that the agent would look into seeing if his company could issue a refund.  I did not deny that; however, he got back to me and said he could not push that through.  Apparently, according to their statement, he mentioned that they would work on an "exception to the cancellation policy."  I do not recall that and remember being upset that I was basically out of 550 plus dollars with no chance for a refund when an honest mistake occurred.

  I am a teacher.  I had to work on Sept. 19 (a Thursday) and Sept. 20th (a Friday).  I physically could not be there for my booking.  The hotel denied me, my bank denied the dispute because they said ReservationDesk booking told them what they claim above, and the hotel denied me (not sure why because they knew I could not make the date and would not switch it for ONE night; the lady from the hotel also said everyone from our company speaks English so this would not have occurred which I found rather biased and rude).  In any event, I am dealing with the loss of my father in law, a son who is special needs and in a special school, my mother in law who is living with us due to a medical reason.  I am not trying to play my sympathy care, but I have a lot going on and wanted to do something special for my wife who I adore.  Now, we are out 550ish dollars and our twenty anniversary is ruined.  I think I explained myself and was forthcoming enough at the start of this dispute but kept being denied.  Is 550 dollars going to make or break a company that handles thousands of bookings a day?  Well, 550 dollars is a make or break for me, an honest teacher with a sick mother in law, daughter in college, a special needs son, and a wife who is dealing with the recent loss of her dad.  I want the company to do the right thing and issue a refund.  I will not accept anything other than that and, of course, will never use them again and certainly tell family and friends the same thing.  I stand by my claims and am certain of the truth of them.

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

  Business Response

  Date: 10/16/2024

  To whom it may concern,
  

  Thank you for your response. We have reviewed the call recording thoroughly and were unable to locate any error. At the end of every call we require agents to recap all the information of the reservation including the dates of stay, hotel name, hotel address, cancellation policy, and total price. This must be done before the reservation is completed.
  

  In this case since the hotel denied the refund and the reservation was recapped correctly we are unable to offer any refund. 
  

  Regards,
  **************************
  
  

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22363442
  
  I am rejecting this response because: I understand what the hotel reservation company is saying but I could not the agent that well on my end (phone connection) and certainly had troubling understanding the agent's language.  I am really upset about this and am not going away.  I booked for Oct. 19.  The agent was hard to understand.  The agent said she was with "hotel booking" when I asked if i was speaking with the hotel directly.  I was mislead.  I just lost my father in law and was planning a get away for my wife and our 20th anniversary that was actually yesterday when we suddenly lost my mother in law.  On our 20th anniversary!  So this was ruined and now my wife is inconsolable.  I will bring this to whatever level I have to.  I also never heard back from the reservation desk's resolution team that I emailed five times.  Yelp, word of mouth, whatever I need to do it, my story and debacle will be heard.  I did not make a mistake.  The agent on the phone did and as soon as I caught it, I called back to try to rectify the situation.  Also, why did the story change about me denying them trying to look into it?  I never denied that process.  They said they had a third party listen to it and made a decision.  Had this been a credit card I used, we wouldn't be having this conversation because they would have pulled the charge.  I am not wrong and we can go back and forth as much as you like.  I want me refund or book me another date since I already paid 552 dollars for the wrong one.  

   

  Extremely upset customer,
  
  ******* *******

  Business Response

  Date: 10/25/2024

  To whom it may concern, 
  

  Thank you for your response. We have reviewed your reservation 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.
  

  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 customer's bank and the merchant's bank to review the charge and make a final decision about it. We are bound to the final resolution of that outcome. Banks often will not accept a refund during the dispute process from a merchant, as they freeze transactions from that merchant to protect customers from incurring additional charges.
  

  As we are not the merchant of record on this transaction, we do not have the ability to see where the transaction currently sits in the dispute process. You would need to continue working with your bank to get the final resolution. Once a final resolution is made, you will be notified by your bank of the final outcome for that charge. Once that decision is made, it is final. We encourage you to continue working with your bank on this dispute to get it finalized and receive your resolution.
  

  Regards, 
  

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

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22363442
  
  I am rejecting this response because:

  **************************,

  I did not reject your company's ability to work with me.  I tried to resolved this and was told that I would be charged, the date would not be changed and there was nothing I could do.  That is when I spoke to my bank.

  This is upsetting on so many levels.  Let's work together to resolve it.  You ask how it sits: ******* did not issue me a refund.  i am out **************************************************************** two months.  I could not hear your *** that well.  I said that from the start--hard to understand her language and a bad phone connection.  Let's work together then to resolve this.  It's not hard to do the right thing.  I always pay my debts and never dispute anything when I am in the wrong.  Please, work with me here.

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

• Initial Complaint

  Date:09/24/2024

  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 was inadvertently routed to ************************** while making a hotel reservation. They falsely portrayed being the direct contact for the hotel. After making the reservation and needing to make an adjustment, I found out it is a third party who will not refund the fees because they are not affiliated with the hotel. I contacted ************* and they were able to get a portion of the reservation back. There is still an outstanding charge on my bank account to complete the full refund amount. ************************** is a predatory business which seeks to mislead customers into making ********************* and using their "business" policies to avoid adhering to the hotel which they falsely represent.

  Business Response

  Date: 10/02/2024

  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 $***** 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 reached out to our hotel partner and an exception was made. A full refund has since been processed and should be received by the guest shortly. We have also waived the ***** service fee as a one time courtesy.

  Regards,

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

  
  

• Initial Complaint

  Date:09/20/2024

  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.

  I booked a hotel for the dates Aug. 31-September 3 in **********, Al. I had a family emergency and called ************************** on Sunday, Sept. 1 to see if I could check out early, on September 2, and not be charged. A man named ******, which I'm sure was not his real name, put me on hold and returned and said he spoke with the manager of the hotel and it would be fine and I would not be charged. He also told me to make sure and wait a couple of weeks to check on my refund. If I called any earlier, the other team members would not know what's going on and this would cause my refund to be delayed. Before hanging up, I clarified that I would not be charged and would be getting a refund. He confirmed .I have called and they said they would escalate the problem. I just received an email that said no refund would be given. When I called they said that their calls were recorded so our conversation is apparently recorded. I paid $150 per night

  Business Response

  Date: 09/27/2024

  To whom it may concern,
  

  Thank you for bringing this to our attention. The original complaint was not that the customer was misinformed about a refund so this was never investigated. Upon reviewing the support call we were able to locate an error. We have sent the guest a refund offer of $154.00 and are currently awaiting to hear back via email.
  

  Regards,
  

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

  
  

  Customer Answer

  Date: 09/27/2024

   
  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. They requested that I send them my home address which I did. They supposedly will email me with refund options, although not to my original credit card that was used because they do not keep that information on file. I will wait and see what the options are and will follow up accordingly
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:09/16/2024

  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.

  Filing of behalf of my mother. She searched the particular hotel online, and called the hotel directly - or so she thought (the website was deliberately misleading). The person who answered represented themselves as working at the hotel. She asked for an accessible room, and he said he was checking downstairs with the front desk (again, presenting himself as an employee of the hotel). She made a reservation for two nights, at about $350 / night (I just called the hotel, and they showed a reservation rate of $321.65 / night for two nights). He told her that the hotel booking was fully refundable 48 hours before check-in. She then saw a charge for $1036.25 on her card + $15.99 for the reservation. The first was charge was well in excess of the authorized amount; she was never informed of the second charge (had she been, she would have realized this was being booked by a third party, and of course the rep was representing himself as working directly at the hotel). We expect a full refund of the room charge: he promised it was fully refundable up to 48 hours before check-in (of course, there's no telephone # they answer to cancel the reservation). We also expect a refund for the reservation charge since the rep never informed her of such as a charge. If we don't receive an immediate and positive response, she will contact Amex to reverse the charge and file a police report with evidence for Amex.

  Business Response

  Date: 09/24/2024

  To whom it may concern,
  

  Thank you for reaching out and bringing this issue to our attention. We reached out to the customer via phone and were advised the customer wanted to cancel the reservation. The reservation has since been canceled and a full refund including the service fee has been processed. We would just like to clarify that the guest was booked in a handicap accessible room with a free cancellation policy. We are currently investigating the claim of misrepresentation. We take this very seriously and will thoroughly investigate all of the call recordings.
  

  Regards
  

  ReservationDesk.com
  

  
  

  Customer Answer

  Date: 09/24/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22294600, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Joan Lieberman

• Initial Complaint

  Date:09/16/2024

  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.

  I called to make a reservation at the *************** in *************, ********** on August ******* and the agent made the reservation for the **********. When I reviewed the information and called back I was told they had to review the phone recording and they needed to contact the sunset hotel to try to get a refund. This was over a month ago I recently called back on September 7, 2024 and was told to call back in 10 because a decision has not been reached. This company appears to be scamming people.

  Business Response

  Date: 09/23/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. We have reviewed your call recording and were able to locate an error in regards to the hotel location. We have sent the guest an email offering a full refund and are currently awaiting a response.

  Regards,

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

• Initial Complaint

  Date:09/07/2024

  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.

  Book a hotel room through what i had thought was the Hotels booking website as it appeared that way and was one of the first two links to the hotel I am staying at in Minneapolis, Minnesota. Booked the hotel and immediately was not able to make any modifications despite booking it within the hour. Reached out to the Hotel and was advised that i had booked through a third party, they recommended canceling and booking through the hotel which I did. Cancelled through the third party service, known as reservation counter, only to discover that the booking was non-refundable and that per the representative if i had wanted to cancel I had only a few minutes after booking to cancel. They did cancel my booking and reported that would be charging me anyways because of a clause that says no matter the cause all booking are non refundable. This appears scam worthy as they're web page made it appear like it was the hotels booking site. I called numerous times with no answer and when I finally spoke with a representative he explained to me that the booking was cancelled and they were still moving forward with charging me $1000+ for the room.

  Business Response

  Date: 09/13/2024

  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 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 $16.99 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.
  

  Regards,

  ReservationCounter.com

   

• Initial Complaint

  Date:09/04/2024

  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 called to make a hotel reservation and thought I was getting the Hampton Inn in Sudbury ON. It turns out it was a third party booking for hotels - ReservationDesk. They made a reservation for me and sent me a confirmation price of $205.35. The next day, my husband noticed that he had been charged $264.38 for the reservation and a Hotel Booking Service charge of $22.32.
  I called Hilton who then directed me to PriceLine (another third party booking company?) I was then sent to ReservationDesk for resolution.
  I think they are going to try and resolve this by telling me that the quoted price was in US dollars?
  At no point in the initial reservation conversation was I told that I would be paying US dollars or a booking service fee.
  Interesting too that the ReservationDesk representative who I spoke to with this billing concern was adamant that I not contact Hilton again about this concern.

  Business Response

  Date: 09/12/2024

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth.  ReservationDesk.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 ReservationDesk.com an independent booking service for top hotels.
  

  During review of this case it has come to our attention that the wrong currency was booked. Due to this mistake we have refunded the service fee and sent the guest a refund offer of the exchange rate between CAD and USD. We are awaiting to receive a reply with the guests mailing address so we can send a check.
  

  Regards,
  

  ReservationDesk.com
  

  
  

  Customer Answer

  Date: 09/12/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22242144, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Beth Whitlock

• Initial Complaint

  Date:09/04/2024

  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.

  Formal Complaint Against Reservation Counter – Unauthorized Booking & Refusal to Cancel
  
  Business Name: Reservation Counter
  Date of Transaction: August 27, 2024
  Amount Paid: CAD $256.58
  
  Description of the Complaint:
  I am filing a complaint against Reservation Counter for refusing to cancel and refund an unauthorized booking made on August 27, 2024, totaling CAD $256.58. The booking (Itinerary Number: ***********) was made by a minor in my household without my consent, which violates Reservation Counter’s Terms and Conditions requiring users to be at least 18 years old to make a reservation.
  
  I contacted Reservation Counter’s customer service and corporate office on both September 2, 2024, and September 3, 2024, explaining the unauthorized nature of the booking and requesting a cancellation and refund. Both times, they refused, claiming that the hotel would not allow cancellations, despite the fact that my contract is with Reservation Counter, not the hotel.
  
  What the Business Committed to Provide:
  Reservation Counter is responsible for facilitating bookings and handling disputes. They failed to uphold this by refusing to address an unauthorized transaction.
  
  Attempts to Resolve the Problem:
  I contacted customer service and corporate on September 2nd and 3rd, 2024, both of whom refused to cancel or refund the booking, citing hotel policy. This unauthorized booking by a minor qualifies as fraudulent activity under their Terms and Conditions.
  
  Desired Outcome:
  I request a full refund of CAD $256.58 for the unauthorized booking. If the issue remains unresolved, I will consider further action, including a credit card dispute and formal complaints with consumer protection agencies.
  
  Contact Information:
  Emily Runions
  Phone: ************ ****** ************************* ********* ******* *********** 

  Business Response

  Date: 09/12/2024

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth.Upon review of this reservation, we have found that this reservation was booked online. Since this was booked online, unfortunately, we are unable to confirm who made the reservation.
  

  As a third-party company, we book reservations through many other third-party companies. In this case, our supplier is the merchant of record for this charge. In working on your case, you mentioned that you disputed this reservation with your bank.
  

  As we are not the merchant of record on this transaction, we do not have the ability to see where the transaction currently sits in the dispute process. You would need to continue working with your bank to get the final resolution. Once a final resolution is made, you will be notified by your bank of the final outcome for that charge. Once that decision is made, it is final. We encourage you to continue working with your bank on this dispute to get it finalized and receive your resolution.
  

  Regards,
  

  ReservationCounter.com

  
  

• Initial Complaint

  Date:09/03/2024

  Type:Order 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.

  Subject: Urgent Action Required: Misrepresentation and Overcharging by Third-Party Reservation Service
  
  Dear Reservation Counter,
  
  We wish to bring to your immediate attention a serious issue involving a third-party reservation service that has misrepresented itself as Hilton Hotels Direct. Despite our repeated requests, this entity has refused to review the recorded phone conversation, which they claim is documented.
  
  As representatives of a government entity, we are mandated to adhere exclusively to GSA-approved rates. This requirement was explicitly communicated during our call. Nonetheless, the reservation service failed to disclose their third-party status and charged us double the approved GSA rate.
  
  We are formally requesting the following:
  
  1. A copy of the recorded conversation for our review.
  2. A thorough investigation into this matter.
  3. A prompt adjustment to our bill reflecting the correct GSA-approved rate.
  
  We have attached the receipts from Hilton Hotels directly, which corroborate the GSA-approved rate. Please be advised that we will be reporting this incident to the relevant government authorities for further action if the issue is not resolved expeditiously.
  
  We expect your immediate attention to rectify this matter.
  
  Sincerely,
  Jennifer

  Business Response

  Date: 09/10/2024

  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 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 ********************** an independent booking service for top hotels.
  

  We were able to locate an error in the call relating to the government rate. For this reason, we are prepared to offer a refund of the difference between the government rate and the rate that was provided to the guest. We have sent the guest an email with a refund offer and are awaiting to hear back.
  

  Regards,
  

  ********************** 
  

  
  

  Customer Answer

  Date: 09/10/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22231516, and find that this resolution is satisfactory to me. I have emailed Reservation Counter back as requested in the email. Thank you.
  
  
  
  Sincerely,
  
  
  
  Jennifer Zamora

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

• Initial Complaint

  Date:09/03/2024

  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.

  Subject: Urgent Action Required: Misrepresentation and Overcharging by Third-Party Reservation Service
  
  Dear Reservation Counter,
  
  We wish to bring to your immediate attention a serious issue involving a third-party reservation service that has misrepresented itself as Hilton Hotels Direct. Despite our repeated requests, this entity has refused to review the recorded phone conversation, which they claim is documented.
  
  As representatives of a government entity, we are mandated to adhere exclusively to GSA-approved rates. This requirement was explicitly communicated during our call. Nonetheless, the reservation service failed to disclose their third-party status and charged us double the approved GSA rate.
  
  We are formally requesting the following:
  
  1. A copy of the recorded conversation for our review.
  2. A thorough investigation into this matter.
  3. A prompt adjustment to our bill reflecting the correct GSA-approved rate.
  
  We have attached the receipts from Hilton Hotels directly, which corroborate the GSA-approved rate. Please be advised that we will be reporting this incident to the relevant government authorities for further action if the issue is not resolved expeditiously.
  
  We expect your immediate attention to rectify this matter.
  
  Sincerely,

  Business Response

  Date: 09/10/2024

  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 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 ********************** an independent booking service for top hotels.
  

  We were able to locate an error in the call relating to the government rate. For this reason, we are prepared to offer a refund of the difference between the government rate and the rate that was provided to the guest. We have sent the guestan email with a refund offer and are awaiting to hear back.

  Regards,
  

  ********************** 
  

  
  

  Customer Answer

  Date: 09/10/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22231490, and find that this resolution is satisfactory to me. I accept the offer but at this time I still have not received the email with the refund offer as stated in the email.
  
  
  
  Sincerely,
  
  
  
  John Conde

  407-902-7750