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 fromMitchell K
Date: 05/23/2024
1 starTerrible customer service. You have to contact them by telephone, and there are long waits. The stated number of callers ahead of me fluctuated. The automatic call-back system did not work. I wanted to change the date by one day, but they charged me for a cancellation. Avoid this companyReview fromJason W
Date: 05/22/2024
1 starJason W
Date: 05/22/2024
Can I leave negative stars? *******. They scammed my wife. They are useless and are not needed at all. They provide you with absolutely nothing that you can't do yourself and then they charge you for it. If you see reservation counter when you are trying to book a hotel - run the other way! fast!Reservation Counter, LLC
Date: 05/28/2024
Thanks for bringing this to our attention, *****. We would be happy to look into your situation further, but we will need your itinerary number to look up your reservation. Please feel free to contact our escalations team at ********************************** with this information, and we will do our best to assist you.--Rachael, Review ManagerReview fromKevin R
Date: 05/20/2024
1 starKevin R
Date: 05/20/2024
This has to be the worst customer experience Ive had in my 53 years on this earth. I made a reservation through this terrible company and the reservation did say no cancellation. I didnt want to cancel, I wanted to change the date. Nowhere did it state no cancellations and no changes. When I called the number provided the recorded voice tells you how many people are in front of you and apparently it takes 45 min to get through 3 people. They give you the option of having them call you back by dialing 1. Except when you do that and follow the prompts, you get an immediate call back and a recorded voice saying youve been disconnected. Then you get to do the whole waiting 45 minutes all over again. They absolutely wont change my day. Im shocked they have 1.35 stars, that seems high.Reservation Counter, LLC
Date: 05/22/2024
*****, we are sorry about your experience. Thanks for bringing this to our attention. I will share your feedback with our 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 ManagerReview fromCheryl G
Date: 05/20/2024
1 starCheryl G
Date: 05/20/2024
I thought I was calling the courtyard Marriott direct to book a room for June 12th. The agent informed me they were completely booked but that the Clarion in the same area had rooms. At that moment I thought how nice that the hotel would take the time to find me a room. We agreed on a price and my cc was immediately charged. I then received a notice from my cc company for a charge of 15.99. When I questioned this he said it was their policy, and it was then I realized I wasn’t talking directly to the hotel. I take full responsibility for not snapping to the red flags. When I hung up I called the hotel directly and was told they were half empty for the 12th. I then called the reservation desk aka reservation counter back and expressed my disgust for the fact I was blatantly lied too. No one would give me any info on why this happened they just kept saying do you want to cancel your reservation . This lead me to believe this type of deception was common practice. They also told me the 15.99 was non refundable. The 3rd person I spoke to could not answer my question (supervisor #2) said he had no way of knowing what the sales person said to me. I told him it was my understanding because the sales person said this call is being recorded that he could definitely find the recording and the sales person ! It was then he agreed to refund the 15.99 in 3~10 business days. I stated I wanted this issue looked into and a explanation of why this practice of what I would call fraud was being used by their company. He then told me I would receive a report from customer service about my complaint. I highly doubt this as I believe this company uses these tactics. As of yet the 15.99 has not been credited to my account. Thank you Cheryl g********Reservation Counter, LLC
Date: 05/22/2024
Thanks for bringing this to our attention, ******. I will share your feedback with our 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 ManagerReview fromMayra F
Date: 05/20/2024
1 starMayra F
Date: 05/20/2024
Overcharge and bad service. They charged 100 dollars extra. Please never use themReservation Counter, LLC
Date: 05/22/2024
Thank you for your review and feedback, *****. If youd like more help with your reservation, you may contact our escalations team at ***********************************Review fromSharon M.
Date: 05/16/2024
1 starSharon M.
Date: 05/16/2024
This is the biggest scam. I thought I was calling the hotel direct. The person to whom I was speaking assured me they err the clerk at the hotel front desk. They told me I had to pay up front for the reservation and it was not refundable if canceled. Since I was in town for a family members surgery, I asked if they had a medical rate. I was told they didnt, but I was getting the lowest rate possible. I asked what time I could check in and was told 3:00 pm with no exceptions. I asked about breakfast and told there was none included. When we got to the hotel, we found we had not talked to their front desk, they did have a medical rate that was much cheaper than what I had been charged, they did have breakfast, and they allowed me to check in at noon. Make sure you are not speaking to Reservationcounter.com when you are booking a hotel reservation.Reservation Counter, LLC
Date: 05/20/2024
******, we're 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 apologize for your experience. I will share your feedback with our customer service manager so we can look into your situation further. If youd like more help with your reservation, you may also contact our escalations team at [email protected], Review ManagerReview fromJim S
Date: 05/15/2024
1 starJim S
Date: 05/15/2024
I made a hotel reservation through this business unaware that it was not the hotel itself. I was assured that any cancellation up to a week prior to this reservation would be free of charge. The very next day I was talking to others attending the same event and learned that I was charged a much higher rate. Actually, I knew they had charged me more than the hotel website was displaying (only $6 so I told them of the discrepancy, but they informed me their number was the correct one.) Calling the hotel itself, I received the same room for a much lower price. Cancelling with Reservation Counter-the next day- they charged me $15.99. That is NOT a free cancellation.Please look into their shady practices.Reservation Counter, LLC
Date: 05/17/2024
?Thank you for bringing this to our attention, ***. We receive our rates from the hotel directly. 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. If youd like more help with your reservation, you may contact our escalations team at ***********************************Review fromMarsha Z
Date: 05/13/2024
1 starMarsha Z
Date: 05/13/2024
I would not make reservations this this company. I did back in March on the 9th. I was not satisfied with the reservation. We did not stay. Contacted this company for a refund. Talked with the hotel GM. They were happy to refund me, but I had to go thru who I booked with. Ugh. Reservation Counter. They refused to refund me. The hotel GM even email them and was happy to refund. Reservation counter was not!!! Very disappointed with this company. They took me for 300+.Reservation Counter, LLC
Date: 05/15/2024
Thanks for bringing this to our attention, ******. I will share your feedback with our 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 ManagerReview fromKAW
Date: 05/03/2024
1 starKAW
Date: 05/03/2024
What a horrible experience with this company. I thought I was booking directly with the hotel, but spoke to someone at ReservationDesk.com, which is a 3rd (4th?) party booking agency (I found out that they actually use Booking.com to make the reservation). I asked during the call if we can change the card on file for the reservation after the booking was made, and was told yes. I was also given a very fast "cancellation policy" spiel over the phone that I couldn't understand, but was assured by the agent that I would receive an email with the details. When I received the email, I realized that I had not booked with the hotel directly, so I attempted to cancel. After 45 minutes on the phone with their agents, they informed me that this reservation is fully paid in advance (not true--my card was charged for their "service fee" but not the hotel stay) and non-refundable. They also told me that we cannot change the card for the reservation, despite what their other agent told me. The only option they provided me is to escalate the call to their "Recordings Department" so they can listen to my initial booking call and see if I was provided incorrect information. After looking into the company, I can see they have previously settled charges with the Federal Trade Commission about misleading customers through websites and call centers that lead people to believe they were reserving the rooms directly from the hotel. Looks like despite the FTC investigation, they have continued to operate in this way. They are also part of the "TravelPass.com" group -- emails about this issue have come from both reservationdesk.com and travelpass.com. After their recordings department reviewed my call, they said they cannot offer a refund or "compensation" for my experience, because "The cancellation policy was read off, and if it was too fast for you to the point where you couldn't understand it, it's your responsibility to inform the agent so they can repeat it for you." How convenient.Reservation Counter, LLC
Date: 05/08/2024
Thanks for bringing this to our attention, *****. I will share your feedback with our 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 ManagerReview fromAngie W
Date: 05/03/2024
1 starAngie W
Date: 05/03/2024
I wish there was a way to give negative stars because that's what I would truly rate this deceptive and fraudulent company. I was using *********** Bing search engine and I typed in the exact name and address of the hotel where I wanted to stay, expecting to be taken to the hotel's web site. I discovered after the fact that I had actually been deceptively redirected to a third party booking company named Reservation Counter. That evening when I arrived at the hotel, expecting to have a reservation for that night, the clerk at the front desk told me I did not have a reservation there even though I showed the clerk my confirmation from Reservation Counter. Furthermore, the clerk said she had never even heard of the company! The hotel DID NOT HONOR my reservation that I had made through Reservation Counter!!! I called Reservation Counter and filed a complaint. I was told Reservation Counter would contact the hotel property and I would get a response in 5-7 days. I called the hotel property manager 3 times within that time frame and was told Reservation Counter had NOT contacted them. I also contacted Reservation Counter customer service and all I ever got was some lame variation of 'we're sorry about the inconvenience, the incident is being investigated' email. It was nothing but round and round the (not so)merry-go-round. After more than a week of lame responses and excuses from Reservation Counter, I contacted my credit card company and filed a dispute. As far as I am concerned, Reservation Counter is in breach of contract for promising a service that was NOT provided and for outright theft for refusing to return money for a service that was NOT provided! That makes this company both deceptive for the way it snares unsuspecting customers and fraudulent for taking and keeping money without providing the service that was promised!Reservation Counter, LLC
Date: 05/06/2024
Thanks for bringing this to our attention, *****. We apologize for any inconvenience this caused you. I have shared your feedback with our 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
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