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:08/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family is traveling through Canada and when I tried to call Northern Rockies Lodge in Muncho Lake, BC I was directed to the number of reservation desk rather than the lodge itself via google maps. While speaking with the agent on the phone, he said all that was left was a single queen room but we could bring in an air mattress. I booked it, as there were no other options for pet friendly lodging in the area. After not receiving a booking confirmation email, I went to the website for the lodge and called them. It was a different number, and I actually spoke with the lodge front desk this time. They said they don’t even have a single queen room, and there was no booking in my name. I made a true reservation with the lodge for a cabin that would fit our family. Then I called the previous number for Reservation Desk and asked for a refund. They said it’s non-refundable. I explained that the booking that had me down for doesn’t even exist. The lodge doesn’t have a single queen room. Twice they’ve claimed they’ll call me back in 20 minutes, and no one has called to refund me. I also never received a confirmation email for the lodging from them. However, I did within moments of booking with the lodge front desk. It seems as though this company, Reservation Desk, is making fraudulent bookings.

  Business Response

  Date: 09/05/2024

  To whom it may concern,
  
  Thank you for bringing this issue to our attention. ReservationDesk.com 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.
  

  Unfortunately, some sort of system issue occurred on our hotel partners end causing the hotel to not receive the reservation. Luckily, we were able to communicate with our partner and they confirmed this reservation was canceled free of charge.
  

  Regards,
  

  ReservationDesk.com
  

  
  

• Initial Complaint

  Date:08/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked online thinking I was booking directly with Comfort Inn Corsicana East. Later learned that this was not true but instead booked through 3rd party "Reservation Counter.com. Paid $145.44, later found that by booking directly I could have booked for $118.29 including all taxes and fees.
  Called customer service requested either a full refund or a refund of $27.17 they had charged for their fees and extras above what the hotel would have charged. Talked to lady named "Monny" then requested supervisor and talked to a "Danny".....refused to give any refund, even thoughs their cancellation policy (lsited above) indicates otherwise. Asked where they were located and he advised they are in "Central America" These people are intentionally misleading people to believe they are booking directly with their hotel. They have settled a lawsuit with the Federal Trade commission for this exact thing but are still practicing their scam.

  Business Response

  Date: 09/03/2024

  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. We apologize for any confusion that has occurred, however the cancellation policy associated with this booking no longer qualifies for a cancellation and refund. 
  

  We receive our rates from suppliers who contract with the hotel directly. We do not have the ability to modify or change these rates. This is very concerning to us that the hotel supplied you with a rate that is different than the one that they provided our supplier. The contracted rate was agreed upon at the time of booking.  Because your reservation was booked with us and not through the hotel directly, we are contractually bound to adhere to the rate agreed upon at booking
  

  Regards,

  ReservationCounter.com

   

  
  

• Initial Complaint

  Date:08/27/2024

  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 family paid up front for a 5-night stay with Reservation Desk (a travel booking service) July 10-15 of this year at the Springhill Suites by Marriott Richmond Northwest property. Upon arriving at the hotel to check-in they informed us the stay was for 4 nights. We let them know that was incorrect and provided proof of our payment/booking information with Reservation Desk. Because Reservation Desk is a 3-party service provider we were told any corrections to the booking would need to be managed through them. After multiple attempts to reach Reservation Desk customer service I was able to connect with someone on July 13. I was on the phone for over 6 hours trying to get them to correct our booking, which they informed me they couldn't do. At that point my family was forced to make the hard decision to cut our stay/vacation short and check out of the hotel after only 4 nights. I told the Reservation Desk customer rep to issue me a refund for the 5th night. The next day, minutes before we checked out of the property, the property Assistant General Manager told us they received the extended booking. I told them that wasn't the solution I requested and that Reservation Desk had again failed to resolve the issue. The Assistant General Manager understood and followed back up with Reservation Desk by email to confirm the check-out date of 4 nights and supported the refund request. I've now been trying to get my refund for over a month from Reservation Desk and they refuse to issue it, effectively stealing from my family. I would simply like help getting the refund I deserve and consumer awareness with a BBB rating commensurate with their level of business conduct and disappointing customer service.

  Business Response

  Date: 09/03/2024

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

  ReservationDesk.com

  
  

• Initial Complaint

  Date:08/27/2024

  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.

  The date of the transaction was July 4, 2024.The amount paid was 752.34. I very plainly told the agent the amenities I wanted in the room. The Main thing I asked for was that 1 or both rooms had a KITCHEN AND A STOVE, the property had neither. The agent BLATANTLY LIED and said the property had what I was asking for. The next LIE he told was the hotel's rating which he said was 8 and it was MUCH LESS, I see currently it is 3.5. He said he'd take his family there. I also expressed concerns about my family's safety. This was a Major issue because of the people I observed upon arriving at the property it was absolutely somewhere I DIDN'T FEEL SAFE with my family. When I arrived at the property I asked to see the rooms before checking in, I wanted make sure of the amenities. The clerk showed me the rooms and said NONE of our rooms have KITCHENS OR STOVES! The standard level was THAT OF A MOTEL, not a HOTEL with an 8 rating. I simply refused to stay there! We immediately contacted the credit card company and they said the company had immediately processed the transaction. We had to wait before even having the chance to dispute the transaction. I am glad the call was recorded because the blatant lies are there. We still had to go find another Hotel and pay more than that amount. Is this a common and legal practice to BLATANTLY LIE to TAKE a person's hard earned money with NO CONSEQUENCES at all? How many other people have had this happen if this is an acceptable practice? The idea of Philanthropy is great for those who have the means, we're just regular,Honest, hardworking people. We don’t have it to give away or be Stolen as in this case. I did not expect a refund from the motel. I expect a refund from Reservation.com who TOOK our money FRAUDULENTLY through an employee that LIED OUTRIGHT to make his commission on a sale BY ANY MEANS NECESSARY! In one conversation with the company they alluded to the fact that, that employee would be disciplined. THAT IS CLEAR PROOF!

  Business Response

  Date: 09/03/2024

  To whom it may concern,

  Thank you for bringing this situation to our attention. Unfortunetly, with the email address and phone number provided, we are unable to locate the customers reservation in our system. If the customer can provide the itinerary number, email address, or phone number used to make the booking, we are more then willing to review this case in depth.

  Regards,

  ReservationCounter.com 

• Initial Complaint

  Date:08/26/2024

  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 July 22nd I was stranded at ***************. I needed a hotel. I searched for a hotel near me that offered shuttle service to and from the airport. This company Reservations Desk was the company that assisted in locating a nearby hotels that had shuttle service. They set up a reservation with a hotel. Confirmation code: ************* While making this reservation, the agent said that there were no refunds. As I asked SEVERAL times about the shuttle service that is offered. My exact verbiage was I do not want to make this reservation if it does not offer shuttle service. We DO NOT have a way to the hotel without shuttle service. The agent assured me that there was shuttle service and told me that she would provide the number after the reservation was booked. This was discussed before I provided payment information. She repeated her script of no refunds whether we show up or not.. and AGAIN.. I reverified once again that there would be a shuttle to pick us up. Otherwise, don't book it! As soon as the payment was processed, the agent gave me the number. I called that number and the company DID NOT offer shuttle service. I called the reservations desk customer service back to advise that they gave me the wrong number and requested the correct number, after being on hold for 17 minutes, I was hung up on. I called back 3 more times before I was able to get another live agent. This agent apologized and gave me the correct number. That number was a number to a shuttle in *********, **. So I told them that since I have no way to this hotel, that I need to cancel that reservation and make another one for a hotel thar actually does have shuttle service and they informed me to do that, I would have to pay for another reservation and that the 1st money I paid would not be refunded and I could not transfer what I had already paid to a different hotel. So I had no more money, and I was forced to sleep on the airport floor because I was lied to.

  Business Response

  Date: 09/03/2024

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth. Upon deep diving this case, it appears we did not have the most up to date information regarding shuttle services at the hotel property. The listing has since been updated so this issue does not reoccur.
  

  We have sent the guest a full refund offer and are currently awaiting a response to our email.

  Regards,

  ReservationDesk.com

   

  
  

  Customer Answer

  Date: 09/03/2024

   
  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:08/24/2024

  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.

  I spent at least an hour trying to cancel a reservation (confirmation #*********) on 5/3/24 but got sent on a wild goose chase to do so. Reservation Counter's customer service, at the number provided in my confirmation email, could not find my reservation. They sent me to Expedia/Hotels.com/webbedsreservations.com & even gave me an international phone number to call to find my reservation. I called the hotel directly, they said they could not cancel the reservation and I had to do it through Reservation Counter. So I called back again. This cycle repeated numerous times. When I finally got someone who could successfully cancel the reservation, I requested that the $275.19 cancellation fee be waived due to the excessive time wasted & frustration I experienced in my attempt to cancel the reservation.I spoke to a Supervisor named ******** who explained to me that it could not be waived. While I was not satisfied with that response, I never indicated that I did not want to proceed ahead with the cancellation. I have been trying in vain now since 5/27/24, when I called to make my first inquiry regarding the status of my partial refund. I called again on 5/31/24, 6/3/24 & 6/13/24. I finally received an email from a ****** (I can copy & forward if needed) saying that they listened to the call (s) I made on 5/3/24 and that I never actually cancelled the reservation. This is complete and utter nonsense and a bold faced lie. I have responded 2 times to ******** email and I have not received a response. I cancelled my reservation on 5/3/24 and I am due a partial refund of $578.15.

  Business Response

  Date: 08/30/2024

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth. We found that when the customer called in to cancel the ******************** the cancellation policy was read to the customer. The cancellation policy agreed to at the time of booking states:
  Free cancellation until 29 April 2024 08:00 ********* time). Cancellations made after 29 April 2024 08:00 ********* time) will result in a $275.19 USD fee 
  

  The customer then requested to speak with a supervisor. The supervisor informed the customer that the cancellation penalty could not be waived. After that, the call was disconnected. The final approval to cancel the reservation was never given. For this reason, the reservation was never canceled. 
  

  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. 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.
  

  Regards 
  

  ReservationCounter.com
  

  
  

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22191070
  
  I am rejecting this response because:

  My only goal of reaching out to Reservation Counter initially was to cancel the reservation. We no longer needed the room. They said they were going to reach out to the hotel (I assume to confirm we did not use the me room) but they did not because if they had, they would know that we did NOT use the room. I called the hotel numerous times myself to request cancellation but they said I had to go through the original booking company.

  A mere request to waive a cancellation fee should not negate my clear, original intention to cancel it. It's one thing to deny my request to waive the fee, it's a complete other and egregious failure of custom service that they disregarded my original request. 
  
  As for the call being disconnected before I could authorize the cancellation; that is a complete misrepresentation. I had already authorized the cancellation. 
  

  I am due a refund of $577.35 (the original charge less a service fee & the late cancellation charge). 

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

  Business Response

  Date: 09/10/2024

  To whom it may concern,

  Thank you for your response. In order for a reservation to be cancelled the cancellation policy first needs to be read verbatim. After that, we need to get the final approval from the guest. Unfortunetly since we did not recieve that, no cancellation was processed.

  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.

  Regards,

  ReservationCounter.com 
  
  

• Initial Complaint

  Date:08/23/2024

  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 August ******* I was planning a trip to meet others ladies at ************* in *********** ** on Sept the 22nd till Sept. the 25th.. I searched and found ************* . I called Travepass, the number listed above the ad and I asked if I could make a reservation for ************* in *********** and the *** said he could. He gave me a the price and I also made one for my 3rd ****** after I asked if this the Deerfield Inn in ***********? he again said yes, on Hy 41. I'm in ******* so I don't know the roads #. I was making sure. He was sent me the conformation email for me to look at the con # and read it back to him. I did. he then started reading so fast I heard him say something about cancellation and I said "Oh no I can't do that what if I get sick" and he said no worries u have till sept 21st to cancel., but if you don't cancel, you"ll have to pay. I still had a funny feeling after I hung up, so I immediately checked the map and he had put us in a ********* suite one in TNN. Within 2 minutes I called back to get this this corrected and get me into the right on in *********** GA. They took forever, wanted to know all the details and when I finally got to customer services, she said it was non refundable. I told this has to fixed this trip[ has been planned for 3 months, just get me another place to stay in ***********, One person sent me a picture of a hotel that looked like a hunted house. The rest said they could not move me. **************** said it would take 9 to 10 working days to ***lay the tape recording and I said this can't happen, I would understand if I had called balled back the next day or month. I continue to call all day. one person would say 5 days to listen to the tapes and the last person said he could listen then. He sent a email saying they close my complaint and I had to pay. I block my card. they had already pulled $119 from my account for booking fees. Please help, I have great credit and no money to pay

  Business Response

  Date: 08/30/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. 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: 09/05/2024

   
  Complaint: 22185823
  
  I am rejecting this response because: I don't really understand what the the response means.  I did everything right when I called. I asked if I could make a make a reservation in *********** at ************* the man said yes . I asked again was he sure this was in *********** and he said yes. He also told me I had till Sept 21st to cancel my reservation. As soon as I hung up I checked the map, because something didn't feel right. I called back in 1 to 2 minutes to get this corrected and They start telling me I'm stuck with the bill.If I had not checked and called back in a day or month I would understand.  I called my bank immediately and they said $130.00 had been pulled from credit card for booking fees and they couldn't put a hold on it.  I am 78 yrs old. I live on SS and cannot and will not pay anymore . I have good credit, but at my age it doesn't matter. This one trip was my only trip in 3 yrs to meet friends I haven't seen in 8 yrs. I also told the booking man I talked to about how important this trip was and a 5 minute mistake has caused me not to be able to go. 

  sincerely,
  
  ******* ******

  Business Response

  Date: 09/13/2024

  To whom it may concern,

  Thank you for your response. 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: 09/18/2024

   
  Complaint: 22185823
  
  I am rejecting this response because: The $130.00 I paid out to you, is gone.  I want to move forward and have your company to notified the Hotel where the wrong reservation's were made and tell them a mistake was made.  If you have already informed the hotel somewhere in ** that a mistake was made and that I will not be using their service, then I'm fine.. This is the same thing I have been asking for within 5 minutes after the booking was made, I got a map out and saw where I was booked in ************* in **, not ********* in *********** ** . Yr employee told me my reservation was in ***********, and that I had 30 days to cancel. I did everything possible to correct this problem by calling back immediately and calling daily. The immediately action that I took should tell that I 'm am not trying to cause any problems, just wanted what I called for. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/26/2024

  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,

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

• Initial Complaint

  Date:08/22/2024

  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.

  Reservation Counter is clearly operating as a scam. If you Google "Reservation Counter reviews" you will see multiple first hand experiences of this company scamming individuals. My experience is that I was unaware that I was booking my hotel stay in June of 2024 via Reservation Counter because they mimicked the actual hotels website. When I had my stay at the hotel, they agreed to credit me a 1-night stay because I had a bad experience. When I tried to collect my refund, is when I learned that I made the reservation through a third party-reservation counter and that I had to go through them. Even after I had in writing (that the hotel approved the refund) and sent it to reservation counter via email, they denied my refund. This company has shady business practices and deceives people into using their platform and then withholds money from users on the back end.

  Business Response

  Date: 08/29/2024

  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.
  

  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.
  As a courtesy, we have reached out to the hotel and our hotel partners on the behalf of the customer and requested the compensation be processed to the guest.
   
  Our hotel partners were unable to process a refund due to being unable to receive approval from the hotel property.

  Regards,

  ReservationCounter.com 
  
  

  Customer Answer

  Date: 08/29/2024

   
  
  Complaint: 22181789
  
  
  
  I am rejecting this response because: I have sent the written email confirmation from the hotel (Allegria) to Reservation Counter THREE times, clearly demonstrating that the hotel has approved the refund.  Each time, Reservation Counter has rejected the claim, with the same excuse as they just did. 

  I then called Reservation Counter for a fourth time last week, spoke to a supervisor, and was advised to send the confirmation email again, and have still not heard anything back from the company. 

  Make no mistake, this is their business model, and as one Yelp review puts it perfectly "They never intended to make it right."

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

  I am not alone, this company is defrauding people.

  
  Corey Polant

  Business Response

  Date: 09/06/2024

  To whom it may concern,
  

  Thank you for your response. We have received the written approval from the hotel. We have forwarded this information to our hotel supplier and are awaiting to hear back. As soon as we have an update we will be in touch with the guest via email.
  

  Regards,
  

  ReservationCounter.com

• Initial Complaint

  Date:08/22/2024

  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.

  O June 9, 2024, I utilized Reservationdesk.com to make reservations at the ************* by Marriott in the ************ area.. The reservation was for a 2-bedroom suite from October 23 - 27 2024 (confirmation #***********). My first reservation was at **************, and i was told this was a "Refundable Reservation". I subsequently changed the location to ***********************, which was closer to my family and friends. I subsequently discovered that with out my Knowledge or Consent, they (Reservationsdesk.com) changed this New location to a "Non-Refundable" reservation. During my telephone contacts with Reservationdesk.com, I informed them that due to an "Un-Planned Event", we no longer needed a 2-bedroom suite. However, I'd like to keep this reservation, "Downgrading" from a 2-bedroom suite to a single "1-Bedroom" accommodation.I've called this company (Reservationdesk.com) at ************ and to my Surprise, I was now told this was a "Non-Refundable" reservation. They would cancel the reservation, however I would forfeit the purchase price of $1625.47. They further stated I would need to completely cancel my initial reservation (forfeiting $1625.47) before I could modify my reservation to a single 1-bedroom at an additional cost.I've made numerous calls to Reservationdesk.com, being promised a return telephone call, which has not occurred.I researched this company on-line, discovering the companies true name as ""Travelpass Group, LLC", located at ******************************************************* *************).I'm respectfully requesting your assistance in this matter: I'm requesting my reservations of a 2-bedoom suite be downgraded to a simple 1-bedroom accommodation, the difference in price be applied to my credit card account. If this can not be accomplished, I'll keep the reservation "As Is".Thanks in advance for your assistance.

  Business Response

  Date: 08/28/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. 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 this one and book a new one.
  

  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,

  ReservationDesk.com
  
  

  Customer Answer

  Date: 08/28/2024

   
  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. I will keep my original reservation thank you
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/20/2024

  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.

  Transaction occurred on July ******* Amount paid: ****** Business committed to provide reservation from August *****, 2024 that I booked on ************* and Suites website in ****** **********. Reservation Counter popped up automatically on line.Dispute: I cancelled reservation on July 26, 2024 and requested refund on August ******* I was informed reservation was non refundable but there was plenty of time for Reservation Counter to re -book the room.I want a refund from Reservation Counter

  Business Response

  Date: 08/24/2024

  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 $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.
  

  We apologize for any confusion that has occurred, however the cancellation policy associated with this booking no longer qualifies for a cancellation and refund. We have called our hotel partners regarding your refund request however they informed us that they would not be willing to process a refund due to their cancellation policy. This is their policy and we must comply. 
  

  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