Reviews

This profile includes reviews 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

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  Reservation Counter, LLC

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

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  Reservation Counter, LLC

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

Review Details

• Review fromJames L

  Date: 09/13/2023

  1 star

  James L

  Date: 09/13/2023

  Paid an extra $50.00 to the walk up rate for a subpar hotel. I was terribly mislead when told it was of the same quality of the Hampton Inn which is where I asked for reservation

  Reservation Counter, LLC

  Date: 09/14/2023

  Thank you for your review and sharing your experience, *****. If youd like more help with your reservation, you may contact our escalations team at [email protected], Review Manager

• Review fromneal h

  Date: 09/13/2023

  1 star

  neal h

  Date: 09/13/2023

  Never do business with this company. I had a reservation itinerary # and a confirmed cancellation because the date of event was changed. Cancellation policy stated penalty charges up to 100% at the discretion of the property. I rebooked directly with the property for the new date of event and property assured me there was no charges for original stay yet I received no refund. I called reservationcounter.com customer support and was multiple times only to be on hold for well over 90 minutes both times with no one ever picking up the phone. I cannot stress enough never make any reservations with this online company.

  Reservation Counter, LLC

  Date: 09/14/2023

  Thanks for bringing this to our attention, ****. I'm sorry you had trouble getting the help you needed from our support team. Our cancellation policies vary depending on the hotel. They set the terms and conditions for each reservation. As an online travel agency, we are required to abide by the information our hotel suppliers provide to us. We would like to look into your situation further, but I will need your itinerary number. Please feel free to contact our escalations team at ********************************** with this information and someone from our team will assist you.--*******, Review Manager

• Review fromJodi H

  Date: 09/13/2023

  1 star

  Jodi H

  Date: 09/13/2023

  I wish I could rate Reservation Counter, LLC with no stars. If only I had read the customer complaints before, but then again, I had no idea that I wasn't interacting with the hotel itself. Reservation Counter hides behind a very methodical website designed to mislead the consumer by giving the perception of being the actual hotel website and not a third party. At no time when I called "reservations" was I told that I was speaking with a third party or "independent" company. The representative even tried to pretend to include me in the "group rate" for the conference I am attending and placed me in the "block". I woke up this morning to the full amount of the reservation having been withdrawn from my bank account. I only learned of the deception when I called the hotel, and they told me the reservation hadn't been booked with them. When I called Reservation Counter's customer service the recording for those who have existing reservations clearly states that you are not the hotel and are an independent company. It is unacceptable that this information isn't disclosed in a similar recording for individuals who are trying to make a reservation. It is extremely unethical! The customer service is appalling. When escalated to a supervisor I was told she doesn't have the information for the billing department, and she only communicates with her supervisor via email. When I requested that she elevate the complaint to her supervisor via email and requested a return call within the hour. she refused. When I requested a telephone number or contact information for a customer complaint or customer service line, she refused. Everything about this company and experience screams scam and misrepresentation!!! I'd be interested to know how many people cancel their reservations and the revenue generated solely from the $15.99 service fee that was never disclosed.

  Reservation Counter, LLC

  Date: 09/14/2023

  ****, I'm sorry about your experience and for any confusion or misinformation. Reservation Counter is an online travel agency. We are recognized by the biggest names in travel and book reservations at over ******* hotels worldwide. I have shared your experience with our escalations team so we can look into your situation further. If you need anything, please feel free to contact our escalations team at [email protected], Review Manager

• Review fromRoger T

  Date: 09/08/2023

  1 star

  Roger T

  Date: 09/08/2023

  Reservation Counter, LLC may not be a fraudulent company, but it is highly unethical at worst and incredibly disorganized at best. I agree with other reviewers that the $15.99 service fee Reservation Counter charges is never mentioned when one makes reservations, but I can handle that suspect type of business operation. Afterall, Reservation Counter is a third-party "service" that hides behind the logos of legitimate lodging establishments in order to appear credible. My mistake for not being more careful, not that I will ever use Reservation Counter again. My complaint stems from after making my credit card payment through Reservation Counter upon my arrival at my hotel I was advised that ****** declined Reservation Counter's virtual credit card that should have covered my room fee. After an hour of going back and forth on the phone between several Reservation Counter representatives, who all offer only their first names, the Hilton registration agent, and me, the situation was "resolved" but the fee for my room was actually significantly less that what Reservation Counter charged me. This is not including the $15.99 service fee. So, in essence, Reservation Counter made nearly $30.00 on my transaction. Attempts to get Reservation Counter to rectify this led me to travelpass.com which claims to be a parent company of sorts to Reservation Counter. Both parties have stone-walled my request for a refund or credit for over a month. My credit card company has also opened its own investigation into Reservation Counter and travelpass.com. My advice: When you make lodging reservations online, look very carefully at who is providing the reservation service. All along I thought I was dealing with ******. Now I am waging a time-consuming battle to get a $30.00 refund. This has become a matter of principle. Do not trust Reservation Counter or travelpass.com .

  Reservation Counter, LLC

  Date: 09/11/2023

  Thanks for bringing this to our attention. I will share your feedback with the customer service manager so we can look into this. If youd like more help with your reservation, please feel free to contact our escalations team at [email protected], Review Manager

• Review fromKolbie H

  Date: 09/06/2023

  1 star

  Kolbie H

  Date: 09/06/2023

  This company is a fraud. I called to get money back after I booked on accident for ***************, when I meant to book with *******************. The ****** headline said "*******************-Resort Spa and Casino" So I booked not really thinking of anything. Ended up being for ****. Tried calling for an hour to cancel, was on hold. Tried calling to "book a reservation" and got in touch with someone immediately. They gave me the runaround saying they could not cancel. So they transfered me to the "cancellation ****** Then I asked to speak to the manager and he told me it's nonrefundable and they don't work with the *******************, even though the ****** link said "*******************". Complete scam, and ridiculous customer service.

  Reservation Counter, LLC

  Date: 09/07/2023

  ******, I'm sorry about your experience and for any confusion. Thanks for bringing this to our attention. I would like to share your feedback with the customer service manager so we can look into this, but I'll need your itinerary number. Please feel free to contact our escalations team at ********************************** with this information and we will do our best to help you.--Rachael, Review Manager

• Review fromTambra H

  Date: 08/31/2023

  1 star

  Tambra H

  Date: 08/31/2023

  I think this company is a fraud. They make people think theyre going to get what they want out of the hotel that they booked for them and then when they get there thats not what they get. They refused to give a refund even though what they booked for you is not what you requested. Very poor customer service. Very disappointing. Will not ever use them again and didnt even mean to use them in the first place. I was trying to contact the hotel directly, which is what they made me think I was doing.

  Reservation Counter, LLC

  Date: 09/01/2023

  Thanks for your review, ******. Im sorry for any confusion. Reservation Counter is recognized by the biggest brands in travel and successfully books more than ****** room nights every day at over ******* hotels worldwide. We also assist millions of satisfied customers on a routine basis. I have shared your experience with our customer service manager so we can look into this further. If youd like more help with your reservation, you may contact our escalations team at [email protected], Review Manager

• Review fromCindy L

  Date: 08/30/2023

  1 star

  Cindy L

  Date: 08/30/2023

  Got scammed. I thought it was the actual hotel and when I showed up they didnt have a room for me as the 'third party' company cancelled my reservation and KEPT my money. Called dozens of times, with no ability to get a refund. This company needs to be investigated and shut down ASAP!

  Reservation Counter, LLC

  Date: 09/01/2023

  *****, Im sorry for any confusion. Reservation Counter is recognized by the biggest brands in travel and successfully books more than ****** room nights every day at over ******* hotels worldwide. We also assist millions of satisfied customers on a routine basis. I will share your experience with our customer service manager so we can look into this. If youd like more help with your reservation, you may contact our escalations team at *********************************** ********** Review *******

• Review fromDEAN N

  Date: 08/29/2023

  1 star

  DEAN N

  Date: 08/29/2023

  Be careful with Reservation Counter. They steal your money!I have make a reservation for La quinta Hotel in ********** ******* for 3 night and cost me around $325. I booked on August 2023 for stay Sept 2023. for some reason my guest who will come to *******. change Plan. I called La quinta Hotel 26 days before arrival the hotel said I have to call Reservation Counter. I did. surprised Reservation Counter theres no refund if I cancelled . WHAT A TRAP. I did call again the La quinta hotel to Canceled my reservation 26 day before Arrival. The front desk at La quinta in ********** ******* said no problem and confirmed that the Reservation was Cancelled with no Cancelation Fee. I loose the money because Reservation Counter would not Refund it. Just Don`t do Bussiness with Them.

  Reservation Counter, LLC

  Date: 08/30/2023

  I'm sorry about your experience, ****. I have shared your feedback with the customer service manager so we can look into this. We will do our best to help you. If youd like more help with your reservation, please feel free to contact our escalations team at [email protected], Review Manager

• Review fromJason S

  Date: 08/29/2023

  1 star

  Jason S

  Date: 08/29/2023

  SAME! I was mislead online to believe I was booking direct. There was no clear representation of a non-cancelation booking until my card was charged. When you call "www.reservationcounter.com" (a ******** of **************** they quickly say no refund per "policy". The supervisor lead me back to the hotel directly to see if they would be willing to waive the "non-cancelation fee". However the hotel does not have any of my information as the third party uses their information and credit card to make the reservation with the hotel. Where is the **** on this? I am an avid work traveler and should know better, but this was so misleading! I am very concerned about the families that don't travel often and the elderly that would be absolutely misled by this. Next stop... ******************************************, please do the same for the better of all consumers. This industry would benefit from some regulation.

  Reservation Counter, LLC

  Date: 08/30/2023

  *****, Im sorry for any confusion between us and the hotel where you are booking. Reservation Counter is an online travel agency. We are recognized by the biggest names in travel and book reservations at over ******* hotels worldwide. We are required to follow the terms, conditions, and cancellation policies that the hotels establish in the booking system. I apologize if this was not communicated to you when you made the reservation either online or over the phone. I will share your experience with our customer service manager so we can look into this further. If youd like more help with your reservation, please feel free to contact our escalations team at [email protected], Review Manager

• Review fromDana B

  Date: 08/28/2023

  1 star

  Dana B

  Date: 08/28/2023

  They steal peoples money, posing as hotels using their logos. Then they refuse to refund cancellations that they have made through Expedia.com. Expedia doesnt recognize the reservations. They pose as an independent travel agency, but they are crooks!

  Reservation Counter, LLC

  Date: 08/30/2023

  Thank you for your review, ****. Reservation Counter is an online travel agency that books rooms for over ******* hotels worldwide. I can assure you we are not a fraudulent company. We assist millions of satisfied customers on a routine basis. We do not contract with hotels directly. Instead, we partner with online travel agencies and sell their listings. Please feel free to contact our escalations team at ********************************** if you have questions or concerns. We are happy to answer questions you have about our company.--Rachael, Review Manager