Hotel Reservation
Reservation Counter, LLCThis business is NOT BBB Accredited.
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Initial Complaint
01/22/2025
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Date of transaction 1/21/25 Amount $406 Business misrepresented them selves as the reservation desk for Wyndham Charged way more than the Motel would charged a cancellation fee would not agree to a full refundBusiness response
01/28/2025
To whom it may concern,
Thank you for bringing this issue to our attention. Unfortunately, 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 than happy to review this case in depth.
Regards,
ReservationCounter.comInitial Complaint
01/15/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I booked the hotel and was asked to cancel it by my work. I canceled it then was notified they wouldn't refund my money, I told them I will stay there then. They refuse to refund me or honor the reservation. I called the hotel and they stated they don't have a reservation for me and they will not get paid by reservation counter so there is nothing they can do. Reservation Counter just keeps the money. I booked and canceled the same day within hours and called the next day. $319.84 for a reservation at the Mayton Inn in Cary NC.Business response
01/22/2025
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 $17.99 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.
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.
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 are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase.
As a courtesy, we have reached out to the hotel and our hotel partners on the behalf of the customer and requested a refund for the guest.
Our hotel partners have agreed to this, and a refund of the unused nights is being processed for the customer.Regards,
ReservationCounter.com
Initial Complaint
01/15/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
On January 8, 2025, we booked a 2 bedroom on January 8th (check-in) to 9th (check out) at *************************** on W. ********* ************. Didn't realize it was a 3rd party company named Reservation Desk. We paid $213.75 total. Around 3:07 am on the 8th, I was awaken by something that bit me on my right forearm in the back of it, and on my elbow. I started heavily itching right away because I'm allergic to bug bites. I started to worry about my mother because she wouldn't know what was happening to her if she was bitten. I checked her out and didn't see any bites on ****** the time we arrived back in **********, I had a red rash from my elbow to the middle of my arm and it was warm to the touch. ************** and ******** did no good. Friday I went to *********** and the doctor said my rash was hot to the touch and that something had definitely bit me and caused an infection! I received a prescription for the infection.I spoke with the front desk at ***********, the *** said he would have a manager call me. No one did call me back. Finally, I spoke with a manager named ******* and told her what had happened. ******* said I need to contact the 3rd party who we booked with because they have aour card number. That company name is Reservation Desk, out ot Utah (************************************** ). I contacted ************************** ************ and ************ on 1/14/2025 and started getting the RUN Around! When I called our itinerary # and phone # was not recognized by their system. ******* ***** said they have to verify what has happened and because of the California fires it may take up to 10 days! The 2nd ***** said it could take 48 hours to hear back from them and I may or may not receive a refund! The 3rd ***** said I may or may not receive a refund at all! They have our credit card info! I am stuck in the middle here as a Consumer! I have a refund approved at *********** but ************************** isn't cooperating. I just want our money refunded!!Business response
01/22/2025
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 are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase.
As a courtesy, we have reached out to the hotel and our hotel partners on the behalf of the customer and requested a refund for the guest.
Our hotel partners have agreed to this, and a refund is being processed for the customer.
Regards,
**************************
Initial Complaint
01/09/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
On November 26, 2024, I contacted ************************ by phone believing that I was contacting Hilton directly. I requested a reservation for ************** (in *******, ******) on *************** for 2 nights in December with check in December 28, 2024. I repeated the dates requested in December at least 5 times and was very specific about December given the booking was for my birthday celebration which coincided with the dates booked. I discovered on December 3rd that the booking had been made for November and that I was charged in US dollars which was not disclosed to me at time of booking on the phonecall. My expectation as a Canadian customer booking a *************** that I was being quoted in Canadian currency and that a responsible company would otherwise be disclosing the currency of quote. The itinerary provided had no detail of currency being charged despite making references to Canadian HST which is entirely misleading in absence of disclaimers about the currency of charge. When I contacted Reservation Desk about the errors on December 3, they committed to reviewing the recorded call and providing a me copy. On December 9, they requested a copy of my credit card statement which I consider an inappropriate request from a privacy perspective but provided anyway. On December 21 they emailed to advise they couldn't provide a copy of the recording but it was reviewed and my concerns have been addressed and to reply to the email if more was required. No concerns were addressed by this reply and again I requested a call be scheduled so the recording could be played with both parties present in witness. As of January 8, they have failed to respond to that request and further requests for follow-up, status and response. The last request was Friday, January 3. This is despite also charging me a non-refundable fee of $17.99 USD for "support" which they have withdrawn entirely by failing to acknowledge my emails. I am requesting full refund.Business response
01/14/2025
To whom it may concern,
Thank you for bringing these issues to our attention. This case was reviewed by our Corporate Escalations Team. Due to the currency being wrong, the guest not using the reservation, and the inconveniences suffered, we are prepared to offer the guest a full refund including the service fee. We have sent the guest an email requesting their mailing address so we can send them a check. We apologize for the experience the guest had with our company.
Regards,
**************************
Initial Complaint
12/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Re: Reservation of Itinerary No. ************* of ***** ******** I called two months ago and booked a hotel room in ************* from this company on the phone with an agent. The next day I get to the hotel that I booked and they told me at the front desk that the booking company booked me into a hotel that was the wrong Province. It was booked at ********* Ontarot instead of ********* *************. I called right away and they said that it wasnt there issue. The Hotel I was staying in told me it was the company whom I booked through, there responsibility. They told me there was nothing they could do. Then they told me that I booked my hotel room online. I have proof that I booked through an agent that booked me the room. Then they said case was closed and it was my fault. This agent booked me into the wrong hotel and they refused to refund me my money. I did not receive any email back regarding my concern.Business response
01/03/2025
To whom it may concern,
Thank you for the opportunity to review this case in depth.
We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ************************** 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 Best ************************** & Suites located at **********************************************, informed the caller that the reservation was for a Suite, Sofa Bed room type, confirmed the dates of stay as checking in on October 3rd and checking out on October 4th, and informed the caller that the total price for this reservation would be $211.51CAD, which would include all taxes and fees.
The agent then read the cancellation policy verbatim which states:
Cancellations made before October 02, 2024 at 04:00 ********* time) qualify for a full refund. There are no refunds for no-shows, early checkouts, or cancellations made after October 02, 2024 at 04:00 ********* time). The Reservation Desk CA$17.99 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.
Regards,
**************************
Customer response
01/07/2025
Complaint: 22742180
I am rejecting this response because:what *********** is saying about the voice recording is incorrect. They did not mention the Province over the phone or repeat back to me the address. Maybe we can hear the recording. Also to note how they treated me after the fact was unprofessional and very frustrating.
Sincerely,
***** ********Business response
01/14/2025
To whom it may concern,
Thank you for the opportunity to respond. We understand your request for a copy of the call recording. Our recordings are only used internally and cannot be shared. We want our customers to have the best experience possible, so these calls are regularly reviewed for quality. We do apologize for any inconvenience this may pose but rest assured that your call was reviewed and your specific concern was addressed. Please let us know if there is something we are not understanding or that hasn't been brought to our attention.
Regards,
**************************
Initial Complaint
12/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I was online looking for rates on Springhill Suites Jun 6-Jun 8 the website was like a bait and switch. It had a glitch in it next thing I am getting a text that this $386 has went through yes I had keyed in my info but I hadn’t processed anything the website glitched and took my payment I called 3 x. 2x I got a rude guy the third time the girl said I don’t know how to help . The reservation number I was given ********* you can see the email I received from the company. No company should be able to just take money . I prefer a call/text instead of email I don’t check oftenBusiness response
12/30/2024
To whom it may concern,
Thank you for the opportunity to review this case. 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 Desk $17.99 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.
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.
We apologize for any confusion that has occurred. As a courtesy we reached out to our hotel partner and requested a refund as a courtesy. We have not yet heard back. As soon as we have a final resolution we will be in touch with the guest.
Regards,
ReservationCounter.com
Customer response
01/02/2025
Complaint: ********
I am rejecting this response because: this is not true the website glitched and then the next step said I was booked. Yes I put in my information but I was still reading all the requirements and policies. Once I got a text saying my card was charged that’s how I knew. I then called and got a very rude rep who said nope you not getting your back and said I need to or I should have read since he was not trying to help me I seen where you could cancel and I did cause I was pissed that the rep was so rude. I then found the correct website and booked my travel. This country should BAN these fake pop up sites cause they are robbing the citizens blind. I don’t have $380 and not have anything in return not even $5 this is robbery! I will admit that I was in the middle of reading the policy when the glitch happened but this seems perfect timing for them . Nobody legally should be able to get away with treating people like this
Sincerely,
******* ********Initial Complaint
12/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked two hotel rooms through reservations desk on 9/28/2024 for two nights at Comfort Inn Ashville NC. I was unable to check into the hotel because when we arrived the hotel was without power and other necessities due to hurricane Helene. I filed a claim for reimbursement on 10/9/2024. I received a refund to my credit card for only one reservation on 10/29/2024. I have made over 15 call to the busbjess with regards to the second reservation and I am still waiting on a refund to my card. I have received letters saying it is being processed with no return. When I call they always say we are processing and give 3 to 10 days to return to credit card. When I call my credit card company they show no record of the refund. My last correspondence was on 11/20/2024 staing again give 3 ton10 business days. We are now over 90 days waiting for an refund to my card.Business response
12/30/2024
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.
Since we are not the Merchant of Record we are unable to see when the refund was processed. As of today, we have made another request to our hotel supplier to see where we are with the refund process. As soon as we have a response we will be in touch with the customer via email.
Regards,
ReservationCounter.com
Initial Complaint
12/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I went directly to book a room on the Hampton Inn website for 12/13-12/15. In the process of booking this, it appears I was transferred to the reservations.com website without my knowledge. No where does this show you are not booking direct with the Hampton Inn. You receive an email that shows the Hampton Inn in the Header. Nor does the document show you are being immediately charged for the entirety, plus taxes and fees that are more than what is deemed appropriate. The actual charge from the hotel was $85.91 less than the 3rd party. This is not a resource to get a better rate, but a scam. I'm still trying to understand how the websites are redirecting to this company. No help from their customer support either.Business response
12/27/2024
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
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 response
12/31/2024
Complaint: ********
I am rejecting this response because this is not an accurate synopsis of the process. This company "poses" as the hotel booking system. I went to the hotel site to book and when prompted to make the reservation, somehow how this company comes up. I think this is a major issue and is a predatory sales practice.
Sincerely,
******** ******Initial Complaint
12/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I went to ******** Best Value Inn ****************** after making a reservation but upon arriving at the motel, the room was absolutely filthy. I went to the desk and informed them I would not be staying and asked for money back. They told me that I would have to talk to who I booked with. I tired talking with them and they said there is no refund policy. I paid ******. I did not stay that night.Business response
12/24/2024
To whom it may concern,
Thank you for the opportunity to review this case in depth. We understand your concern in this case and have reached out to our hotel partners on the customers behalf. As an independent booking agency, we make reservations for over ******* hotels worldwide and are not directly affiliated with the hotels we book for or their management. In cases concerning hotel quality we must get the approval of the hotel before any refund can be processed.
In this case we have spoken to the hotel and they informed us that this reservation was for a highly discounted rate, with a strict non-refundable cancellation policy. We were informed that no refund would be granted for the quality issues and that the hotel would be charging in full. We apologize that we were unable to reach the resolution the customer had desired.Regards,
**************************
Initial Complaint
12/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This business lied to me, and booked me into the wrong resort. I had to make a 30 mile round trip out of my way in order to resolve this. They told me that the resort was completely booked from the 6th floor and up. The place where I was booked has only one floor. I know they lied because I ended up staying where I wanted on the 6th floor.Business response
12/24/2024
To whom it may concern,
Thank you for the opportunity to review this case in depth. According to our records, this reservation was cancelled free of charge and a full refund was processed.
Regards,
**************************
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Contact Information
4700 W Daybreak Pkwy Ste 100
South Jordan, UT 84009-5131
Customer Complaints Summary
655 total complaints in the last 3 years.
244 complaints closed in the last 12 months.
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