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:08/20/2024

  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
  

  
  

• Initial Complaint

  Date:08/19/2024

  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 have been refused acceptable resolution of a reservation cancellation through what is apparently a third party hotel reservation company, though I was not aware of this at the time of my booking. My impression was that this reservation (which is approximately 2 months away) was refundable. When I realized this was not the case, I immediately called the company (within five minutes of cancelling) to confirm this and at least see if I could reinstate my reservation. Both requests were denied, citing "it's in our cancellation policy." My impression from reading this policy was that only the reservation fee for the third party booking would be held -- I was confused. I requested some sort of resolution, as I mentioned, but nothing was offered. I feel that this is dishonest and deceptive. I would like a refund for my booking, as would be offered if I had booked through the hotel, as this was indeed my intention and I was never aware that I was booking through a (fraudulent!) third party player.

  Business Response

  Date: 08/24/2024

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth. Upon reviewing the customers call recording we were able to locate an error relating to the cancellation policy. We are currently working with the hotel and our hotel partner in order to obtain a refund and cancellation for this customer. As soon as we have a response from our hotel provider we will be in touch with the customer directly via email.
  

  Regards,
  

  ReservationCounter.com
  

  
  

  Customer Answer

  Date: 08/24/2024

   
  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 look forward to direct correspondence regarding the reimbursement process. 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/27/2024

  Greetings,

  
  

  I am writing in regard to complaint #********, which has not yet come to successful resolution for the following reason. In our last correspondence through the BBB interface, the third-party hotel reservation company (**************************) agreed that their cancellation policy was not communicated to me appropriately at the time of our transaction. I was informed that I should expect a refund of my money, but have not heard from the company since that time regarding this process or their intentions. Over one month has passed since our last communication. I intend to pursue this matter until they have fulfilled their promise and agreement to compensate me with a full refund. 

  
  

  Regard,

  
  

  ***** Mason 

  Business Response

  Date: 10/04/2024

  To whom it may concern,
  

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

  We have been unable to get hotel approval so we can not put the money directly back onto the guests credit card. We are prepared to offer the guest an out of pocket E-payment. We have sent the guest an email with the refund details and are awaiting to hear back from them.

  Regards,
  

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

  
  

  Customer Answer

  Date: 10/08/2024

   
  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 have submitted the form sent by the company and am awaiting payment. I will not initiate further correspondence once received, which is supposed to be within 15 business days. If payment is not received, I will re-open my complaint. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/14/2024

  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 July 23rd, 2024 we spoke with a representative over the phone to book a hotel at ******** Boardwalk. This is a third part reservation site. We told the representative we needed a villa/suite room with kitchen, dishwasher, and washer and dryer. We were told they had a room available and proceeded with making the reservation. He told us that we would receive an email confirmation and would state "two queen beds" but to ignore that as it was an error on their fault. When we received the email we were still on the phone with the representative and he told us to ignore it and that we definitely booked a suite/villa.When we arrived on July 23rd, 2024 to check in we were told that we booked a standard two queen hotel room. No kitchen, dishwasher, or washer/dryer. This would not meet our accommodation requirements for our family so we didn't check into the hotel.We called the company on July 23rd to report the problem and refund us. They kept saying they would call us back but never would, we constantly have to call them. Since we didn't get any response on the refund for about 2-3 weeks, we filed a dispute with our credit card company. We spoke with Reservation Desk again today and was told they would process the refund, if and only if, we would cancel the credit card dispute. Our credit card company told us to not do that as it could be a false promise.All of our calls with this company have been recorded and can be confirmed should they share any recordings with us.

  Business Response

  Date: 08/16/2024

  To whom it may concern,
  

  Thank you for bringing this to our attention. Unfortunetly, with the information provided we are unable to locate any reservation. If the customer could provide an itinerary number, or the email or phone number associated with this booking we would be more then happy to look into this case.
  

  Regards,
  

  ReservationCounter.com

• Initial Complaint

  Date:08/13/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/20/24 I attempted to make an additional reservation to Embassy Suites in ******, **, but did not know the number I was calling to add to my existing reservation was a 3rd party vendor, Reservationdesk.com. The agent with whom I worked made false statements regarding my original reservation (said I didn't have one when I did), charged me the incorrect fee (it was a part of a block of reservations for my niece's wedding). She made me aware this was a non-refundable reservation but since it was a family wedding I knew I would not cancel so I accepted it as a non-refundable reservation. After this call with Reservation Desk, I confirmed directly with Embassy Suites that I actually had an existing one-day reservation as I thought and that I now had two reservations. After continued phone calls with Reservation Desk and Embassy Suites in ******, the Embassy Suites has agreed to cancel the reservation made in error by Reservation Desk but it now is up to Reservation Desk to refund the almost $739 in fees and charges. I made another attempt at resolution with Reservation Desk on 8/1 (they had 5-7 business days to address my complaint which is my 3rd attempt at resolution), and we are now at day 8 so I would like BBB help in resolving this issue. I'm glad to provide more dates and details if needed. Thank you.

  Business Response

  Date: 08/16/2024

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth. We have been able to contact the hotel and our hotel supplier and get a full refund approved for the guest. The guest should expect to see that reflected in their bank account in the next 15 days.
  

  Regards,
  

  ReservationDesk.com
  

  
  

  Customer Answer

  Date: 08/16/2024

   
  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:08/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made reservation thinking it was with hotel reservation but when I tried to cancel could not get refund or cancellation as per hotel it was a third party. There was nothing on my invoice that said this or that it was I would not be able to cancel or change. This is a very poor business. They are ripping people off

  Business Response

  Date: 08/13/2024

  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 $15.99 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. 

  Regards,

  ReservationCounter.com
  
  

  Customer Answer

  Date: 08/23/2024

   
  
  Complaint: 22123499
  
  
  
  I am rejecting this response because: it is the same run around. Reservation counter blames policy on Best Western and Best Western blames reservation counter. 
  
  
  
  Sincerely,
  
  
  
  Sheryl Hansen

  Business Response

  Date: 08/30/2024

  To whom it may concern,

  Thank you for your response. It seems that we have been unable to secure an agreement from the property. If the customer is able to obtain a written agreement from the property we are more then happy to reopen the case. 

  Regards,

  ReservationCounter.com 

• Initial Complaint

  Date:08/08/2024

  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.

  I thought I was booking a hotel through the *********** and Suites site (owned by Hilton). I thought I was booking directly through that business. I was unknowingly redirected to a third party site (a clone site scam). When I was taken to the third party site, I didn't notice the location was different for the booking. I was trying to book for *******, ********, the third party site had me booking in *******, ******. I confirmed the reservation not knowing the location was wrong. I caught my mistake in the confirmation email and relized I had not booked through *********** and Suites and promptly called the third party site, Reservationcounter.com. **************** told me the 1800$ ******************** could not be canceled, transferred or remedied in any way. They told me their dispute team called the hotel and no one answered. I called the hotel directly and canceled the reservation. I've spoken with several customer support people and they all say I cannot get a refund of any kind.

  Business Response

  Date: 08/13/2024

  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 ******* 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 CA$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 and they have made a one time exception. A full refund was processed and the guest can expect to see that refund reflected on their account in the next 15 days.
  

  
  

• Initial Complaint

  Date:08/04/2024

  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 was sold a hotel room at ******************** by Hilton ******************************************* that was a room with 2 queen **** and a sofa with a pull out couch for $641. When Arrived at the hotel they had no such rooms. we were given a room with 2 queen **** which was not what we paid for and not ok for our sleeping arrangements. this was fraudulent to sell me something that didn't exist. this also resulted in loss of vacation time on the phone as well as a member in our party sleeping on the cold hard floor. This company is fraudulent!

  Business Response

  Date: 08/05/2024

  To whom it may concern,
  

  Thank you for reaching out to us and giving us the opportunity to review this case in depth. It appears that the listing we had available at the time of booking was not up to date. In order to rectify this situation we have reached out to the guest via email with a refund offer. We have also updated our listing so that this situation does not happen again.
  

  Regards,
  

  ReservationCounter.com
  

  
  

• Initial Complaint

  Date:07/31/2024

  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.

  This company misrepresented themselves as the hotel, instead of a 3rd party. I was informed after making an extended reservation and payment that they were not the actual hotel. I immediately canceled the reservation and was informed that they would be charging a cancelation fee of $379.15 despite the cancelation being made promptly. They are deceitful, and maliciously scamming unexpecting consumers, causing distress and financial loss. They need to be stopped!

  Business Response

  Date: 08/01/2024

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

  We have found that the customer requested to book a ********************. The agent provided a complete recap of this reservation in which all the details of the reservation were reviewed. The agent informed the caller of the complete name and address of the property as *******************************, Curio Collection by Hilton located at **************************************************,, informed the caller that the reservation was for a king room with a coastal view, confirmed the dates of stay as checking in on September 17th and checking out on September 21st, and informed the caller that the total price for this reservation would be ******* which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  Cancellations made before September 17, 2024 at 12:00 AM (hotel time) will be charged a 1 night penalty, or a $379.11 penalty, whichever is greater. Cancellations made after September 17, 2024 at 12:00 AM (hotel time) will be charged a 4 night penalty, or a $1,515.56 penalty, whichever is greater. There are no refunds 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.
  

  After the recap and booking confirmation, the customer asked if this was a ********************** agency that he was booking with and the agent replied that the customer had called ********************, an independent travel agency.
  

  We have spoken to the hotel about making a one time exception to the cancellation policy. They informed us that if the customer makes a new ******************** with the hotel directly they will be willing to waive the penalty and allow us to contact our hotel supplier to provide a full refund to the guest. 

  
  

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 28, 2023 I booked a reservation through ReservationCounter at the AmericInn in *******, ** for July *****. On the reservation details it stated so long as I cancelled by July 11, 2024 at 4 PM I would be refunded. On July 2, 2024 I called ReservationCounter and cancelled the reservation and was assured a full refund. Only July 15, 2024, I had not received the refund and called back and spoke to an agent named ***** who saw the notes that the first agent had tried to cancel but that it didn't happen for whatever reason unrelated to me. She then said she would escalate it so that I could get the refund. It is now July 29, 2024 and I have not received the refund. Nor have I received any update from the company. It appears that there was a system change in between when I booked the reservation in 2023 and when I cancelled it in 2024 and this is causing repeated issues with agents being able to find my reservation and do anything. But again - this has nothing to do with me.They don't allow online cancellations or certainly would have done that.I was charged $1065.67 and expect a refund.

  Business Response

  Date: 07/30/2024

  To whom it may concern,

  Thank you for the opportunity to look into this case in depth. It appears that when the customer called in originally, due to a system issue, the booking was never cancelled. We have since contacted our hotel supplier and a full refund was approved. The full refund has been processed and should be received by the customer in the next 10 days.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:07/27/2024

  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 made a reservation for an out of state stay. I needed to cancel it 6 days prior to the stay. I called the hotel directly and they had no record of my reservation but my credit card was charged on 7/6. I called this business and attempted to cancel the reservation. They had my email incorrect from the original call and I had thought it odd that I did not receive anything then. I still have not received an email verifying the cancelled room and they told me they would not refund the $15.99 booking fee. I have 0 hope this will be resolved as I have no documentation because they cannot write down the correct email address it was the wrong domain.

  Business Response

  Date: 07/30/2024

  To whom it may concern,

  Thank you for bringing this to our attention. Unfortunately, with the information provided we are unable to locate any booking. If the customer is able to provide an itinerary number or the phone number used to make the booking we are more then happy to look into a refund for this guest.

  Regards,

  ReservationCounter.com