Business Profile
Hotel Reservation
Reservation Counter, LLCThis business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Reservation Counter, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.09/5 stars
Average of 296 Customer Reviews
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Review fromMark D.
Date: 03/17/2023
1 starMark D.
Date: 03/17/2023
Customer service was nasty and laughed about keeping the “nonrefundable” reservation which was not mentioned until after I submitted payment. I feel lied to and am out about 300 which is just a bad business practice since the hotel I was going to gets no money and would have refunded me in full. I have the letter to prove it from them. The hotel was very apologetic. ReservationDesk.com is a scam and I hope someone looks into their practices.Reservation Counter, LLC
Date: 03/20/2023
I'm sorry to read about your experience. Our cancellation policies vary depending on the hotel. They set the terms and conditions for each reservation. Often, the bookings are nonrefundable to lock in a special rate. As an independent booking agency, we are required to abide by the policies and procedures set by the hotels and our providers. They ultimately give the approval for us to issue refunds. We highly recommend reviewing the terms found in the cancellation policy when you book with us. I will share your experience with our customer service manager, and they will contact you. If youd like more help with your reservation, you may contact our escalations team at [email protected]Review fromMichaela H.
Date: 03/15/2023
1 starMichaela H.
Date: 03/15/2023
Misleading & false information. I thought I was calling directly to the hotel. I was given a price for the room. When I received the email confirmation it was $62.00 which also included a $15.99 non refundable service fee. I called back right away to cancel and was told that I couldn't cancel. I called back 2 separate times & was told that they would have to listen to a recording and that if the agent who booked the reservation didn't tell me the actual rate that it could be canceled, but it would take 5 to 7 days. My reservation is in 3 days, so how is that going to help me? DON'T USE THESE PEOPLE. NOT LOCATED IN THE US. YOU WILL ONLY BE ABLE TO SPEAK TO PEOPLE WORKING FROM THEIR HOME IN THE ***********.Reservation Counter, LLC
Date: 03/16/2023
Thank you for your review, ********. Reservation Counter is an online travel agency based out of **** 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. Like many booking agencies, we charge a service fee so we can provide 24/7 customer support. This includes providing service if you have an issue with your reservation or need assistance. Our staff is available any time you need us. I have shared your experience with our customer service manager. They will contact you. 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. *********Michaela H.
Date: 03/16/2023
In response to their comment back to me. They are not in *******. They have a **** #, but everyone that answers the phone is in the ***********. When I asked to speak to a supervisor in *******, I was told that wasn't possible. I didn't even mention the conversation that I had when I called right back to cancel my reservation. That rep quoted me a rate of $181 "all in" I asked why so low and he said he could do it for me and wanted me to book it with him before canceling my prior reservation.I told him no that I would cancel my reservation right away. I called back an hour later and asked to speak to a supervisor in *******. I got a call back from **** "the manager" in the *********** that told me it would take 5-7 biz days to listen to the recording to see if the agent quoted me the accurate rate and mentioned the $15.99 non refundable fee. This is BS!!!!! Don't use this company. I reported them to the Better Business Bureau. I gave them a bad review on Yelp. I'm going to cancel the charges on my credit card. They are a SCAM!*******, just because you have a bogus ** address & phone number from **** doesn't mean that you operate in *******. You don't! Be honest. No one in your company works in *******. The call center is oversees.Since, I complained on this website, ******************** Review. The company refunded my $15.99 and is supposed to mail me a check for the $47 in taxes. I appreciate this, however I had to spend a lot of time on the phone and online complaing before I got resolution. I still wanted use this company again.Reservation Counter, LLC
Date: 03/20/2023
********, we have call centers outside ******* who help us out with reservations, but we are an ******** company based out of ****. My customer service manager reached out to you a few days ago. I hope you were able to receive her email. If you need any other concerns or questions, you may contact our escalations team at [email protected]Michaela H.
Date: 04/10/2023
This company promised me a refund weeks ago. I've emailed 3 times for an update without an anwer. Listen up, your company is a scam. The bad reviews from me will continue until I receive my money back that you promised to me in an email. Your company is NOT actually in ****. Working in another country is not ****. DO NOT book reservations through this company, you will not be happy.I want my money back for the taxes!Review fromIrene G
Date: 03/14/2023
1 starIrene G
Date: 03/14/2023
Called to make a reservation for 2 rooms at a specific Marriott where a conference I was attending was being held. Told agent explicitly that I needed to be at that hotel. During call I felt uneasy, I Googled the address, in fact it wasn't correct hotel. He cancelled 1 of 2 rooms. He said he'd check, found no availability at convention hotel. Urged me to keep the 1 room since almost all nearby rooms were sold out (said it was 8 minutes away) told me I had 24 hrs to cancel with full refund (while I decided). I questioned more than once my concern about cancelling each time he assured me "No Problem". Hung up checked my email, mapped it found it's nowhere near the convention! Called to cancel Told "no way!" Now I have to wait 7 days for the "recording" department to listen to the call! Doubt that will even happen? What FRAUD. I will file a case with my bank. Tell everyone to be weary! Agent lied repeatedly. Almost had 2 rooms for 2 nights at wrong Hotel!! Stay clear of this scam!Reservation Counter, LLC
Date: 03/16/2023
I'm sorry about your experience, *****. We want our customers to have the best experience possible when booking travel with us. I'm sorry you had an issue with one of our representatives. This is not typical of our interactions with customers, and wed like to look into this further. I have shared your experience with our customer service manager. They will contact you. If youd like more help with your reservation, please contact our escalations team at *********************************** **** care, *******Review fromRobert R
Date: 03/14/2023
1 starRobert R
Date: 03/14/2023
COMPLETE RIP OFF, THOUGHT I WAS BOOKING DIRECTLY WITH HYATT, WAY OVERCHARGE FOR STAY. DO NOT USE THIS COMPANY.Reservation Counter, LLC
Date: 03/15/2023
Thank you for your review, ******. I'm sorry if there is any confusion between us and the hotel where you are booking. Reservation Counter is an independent travel booking agency that books reservations for over ******* hotels worldwide. I'm sorry if you had a negative experience with our company. I have shared your situation with our customer service manager. They will contact you. If youd like more help with your reservation, you may also contact our escalations team at [email protected]Review fromPhil G
Date: 03/06/2023
1 starPhil G
Date: 03/06/2023
If I could rate this less than one star I would. They purport to be a direct reservation with a hotel only to find later they hit you with a $15.99 booking service fee. What a rip-off.If people would spend their time and effort toward something worthwhile vs a scam, the world would be a better place.Reservation Counter, LLC
Date: 03/07/2023
Thank you for your review, ****. Reservation Counter is an independent travel booking 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. Like many booking agencies, we charge a service fee so we can provide 24/7 customer support. This includes providing service if you have an issue with your reservation or need assistance. Our staff is available any time you need us. If youd like more help with your reservation, you may contact our escalations team at *********************************** *********Review fromMark R
Date: 02/24/2023
1 starMark R
Date: 02/24/2023
Deceptive practices!! I called the hotel and selected reservations, the gentleman claimed to be the hotel and stated that this was the only way to make reservations now. I gave my Hilton Honors Number and he applied it to the reservation. Come to find out thtey are a THIRD PARTY and not affiliated with Hilton at all. So basically I am not getting my points for 2 rooms and 2 nights.I just spoke to ********* ID# ******** at this company and she is supposed to "escalate" my complaint and they would review the recording. She advised that I would hear something in 7 days via email. I asked if I could get a copy of the recording and she said no, I pressed further and asked could an attorney get a copy and she said unfortunately no.They need to make this right. I lost thousands of point for this stay and all because they were deceptive in representing themselves as HILTON HOTELS when they are not. MAKE IT RIGHT.Reservation Counter, LLC
Date: 03/02/2023
****, I'm sorry for any confusion. Reservation Counter is an independent travel booking agency that books rooms for over ******* hotels worldwide. We do not contract with hotels directly. Instead, we partner with online travel agencies and sell their listings. You may want to speak with the hotel staff about your member number when you check-in. While we provide the best available rates, we aren't involved with hotel reward programs. Please feel free to contact our escalations team at ********************************** with your itinerary number and description about your experience. Someone from our team will contact you. *********Review fromTinikka P
Date: 02/23/2023
1 starTinikka P
Date: 02/23/2023
This company should not even have this one star, I made a reservation in ********* for my job, I thought I was making this reservation with the ************* I typed in *********** and the location and what came up was *********************** but when It was time to put in my information this companies name was listed at the very top. My reservations were mistakenly made under this company, when I went in to change my days it would not allow me to make changes and I was told if I canceled I would not receive a refund.. I called the Hotel because of course I was confused and the Hotel never heard of this company!!!! So I instantly cancelled my reservation and was told I will not receive a refund! Wow!!! How are they still open??? How?Reservation Counter, LLC
Date: 02/24/2023
*******, I'm sorry for the confusion between us and the hotel where you are booking. Reservation Counter is an independent travel booking agency that books rooms for over ******* hotels worldwide. We are required to follow the terms and conditions as well as the cancellation policies that the hotels establish in the booking system. These policies are highlighted before customers complete their booking online or are shared by our agents with customers booking on the phone and may differ from those on reservations booked directly at the property. 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 contact our escalations team at *********************************** **** care, *******.Review fromKaren S
Date: 02/21/2023
1 starKaren S
Date: 02/21/2023
I was charged by them and also the hotel. I have sent all the information and proof of double charges. This company has not refunded my money back and I keep getting excuse after excuse. DO NOT USE THEM FOR ANY HOTEL RESERVATIONS!!Reservation Counter, LLC
Date: 02/22/2023
*****, I'm sorry to read about your experience and the time it has taken to receive your refund. As an independent booking agency, we are required to abide by the policies and procedures set by the hotels and our providers. They ultimately give the approval for us to issue refunds. While refunds arent guaranteed, we will do our best to help you. I have shared your experience with our customer service manager. They will be contacting you. If you have any other questions or concerns, you may also contact our escalations team at *********************************** *********Review fromKris S.
Date: 02/13/2023
1 starKris S.
Date: 02/13/2023
Dont really want to even give them one star. We were booked at a hotel that was undergoing restorations. When I found out that they were undergoing restorations, I asked if I could cancel my non refundable reservation without having to pay a fee. I was told no. The stay was awful. While we were there, their key system broke and we could only enter the room with the master key. They let people into rooms without verifying they belonged in the room they said they did. Water was also turned off for an hour during our stay. Renovations started each morning at 8 am. Only way to enter or exit at times was through the side and back doors. I have contacted them since our stay but have not heard back.Reservation Counter, LLC
Date: 02/14/2023
****, I'm sorry to read about what happened to you at the hotel. Reservation Counter is an independent travel booking agency that books for over ******* hotels worldwide. You may want to contact the hotel directly to resolve issues regarding their property and your stay. We don't have access to hotel information and property. I will share your experience with our customer service manager. If youd like more help with your reservation, you may also contact our escalations team at *********************************** *********Kris S.
Date: 02/14/2023
I did contact ReservationsCounter to escalate. This is not the fault if the hotel. In addition, prior to my trip, I alerted Reservation Counter to the fact that the hotel was under renovations and requested that my reservation be cancelled. I was told I would not be refunded if I cancelled my reservation. What good is this service if you are forced to stay in a situation like this. Reservation Counter is a scam, you are better off booking directly with the hotel. I am hoping that I can prevent someone else from making the same mistake I did.Review fromGary S
Date: 02/07/2023
1 starGary S
Date: 02/07/2023
Unfortunately, there is not a ZERO rating. This organization is a rip off. I attempted to make a reservation at a international hotel, and these folks made it look like I was on that hotel's site. I wasn't. I made the reservation. I'm not computer illiterate. After I made what I thought was the correct reservation, and paid with my credit card, I received a confirmation notice with dates that were not close to what I had requested. Voice conversations with representatives informed me that "the system" would not allow them to modify the reservation, and I would be charged for the incorrect reservation. I spoke directly to the hotel and they tell me that this happens "all the time." These people are thieves. Call if you can. These sites have become too sophisticated and they fool many, including me. God is not fooled. Justice will be done. I lost some money. May the curse of God fall upon this scam.Reservation Counter, LLC
Date: 02/08/2023
Thank you for your review and sharing your experience, Gary. I'm sorry you had some trouble with our reservation process. We want our customers to have the best experience possible when booking with us. We would love to help you find a solution to your situation. Please feel free to contact our escalations team at [email protected] and someone will assist you. --Rachael
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