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 100 South Jordan, UT 84009-5131

• 

  Reservation Counter, LLC

  2961 W Maple Loop Dr 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:04/02/2025

  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 told that I would receive a FULL refund from ************************** for a hotel room. Not only was I verbally told this, but I also received an email. It was for the full amount less $17.99 for processing. I wasn't feeling well enough to go away, but had I known that I wouldn't get my money back, I would have pushed myself to go. I saw the refund was for less than half on my credit card. I tried to call and email ************************** MULTIPLE times. I held for over 3 hours during three separate calls without ever getting to speak to an agent. I went to **************** and disputed this asking for a full refund. They tried to dispute on my behalf but said that the cancellation was outside the timeline, however, I was not told that. They would NOT HONOR the email proof I had stating the full refund stating that they aren't responsible for what the representative said to me - or wrote. I find this not only a horrific customer experience but honestly feel like this is a scam. Buyer beware - there are plenty of ways to book your hotel but recommend customers staying away from **************************. Thank you for your time.

  Business Response

  Date: 04/10/2025

  To whom it may concern,

  Thank you for bringing this issue to our attention. As we are not the merchant of this transaction, it is not possible for us to put the funds back onto the original form of payment. We have processed an e-payment and kindly advise the customer to check their inbox as well as their spam/junk folder. If the customer ************************* any issues we are willing to send a paper check.

  Regards,

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

• Initial Complaint

  Date:04/01/2025

  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.

  On March 11, 2025 I booked a hotel reservation using this ************************** to the ***************. I'm traveling across country from ** and my flight changed. I tried to change my reservation from 4/3/25 to 4/2/25 and they will not change my reservation after I called the hotel and confirmed they have rooms. ReservationCounter told me I had to cancel my existing reservation for no refund and rebook. They would not amend the existing reservation. I notified ReservationCounter on 3/31 of the flight change, a full 72 hours before the hotel visit and am told because I did not inform them by 3/30 there was nothing to be done. No refund. I informed them that this was a fraudulent practice and would be disputing. They did not call me back after stating they would and today I receive an email reiterating their cancellation practice.

  Business Response

  Date: 04/08/2025

  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 ******* 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: 
  

  Cancellations made before March 30, 2025 at 07:00 ********* time) qualify for a full refund. There are no refunds for no-shows, early checkouts, or cancellations made after March 30, 2025 at 07:00 ********* time). 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.

  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,

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

  
  

• Initial Complaint

  Date:03/19/2025

  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.

  The reservation counter is not responsive to inquiries, does not assume responsibility when their paid web page and agents mislead, and will not discuss refund when their mistake resulted in booking the wrong hotel. The agent did not send verification (their mistake in not verifying the correct email. Do not use **************************; the policy seems to be theft. I'm owed nearly $700. I am glad to discuss and resolve this, but I cannot get a response. Case *************

  Business Response

  Date: 03/26/2025

  To whom it may concern,
  

  We appreciate the opportunity to respond to this complaint. We have been attempting to contact the consumer regarding their concerns; however, it appears that we had an incorrect email address on file. As a result, our previous communication attempts were unsuccessful. We apologize for the delay and are now reaching out to the consumer directly using the updated contact information to ensure the matter is addressed promptly.
  

  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, confirmed the dates of stay, and informed the caller that the total price for this reservation would be $701.03 which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  Cancellations made before January 21, 2025 at 04:00 ********* time) qualify for a full refund. Cancellations made between January 21, 2025 at 04:00 ********* time) and January 23, 2025 at 04:00 ********* time) will be charged a 1 night penalty. There are no refunds for cancellations made after January 23, 2025 at 04:00 ********* time). There are no refunds 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.
  
  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.
  As a courtesy we reached out to the hotel to see if a refund could be processed, but unfortunetly the refund was denied.
  

  Regards,
  

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

  
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23087206
  
  I am rejecting this response because:

  
  I have contacted the company several times after their stock reply, they have resent the stock reply, one more time, and then quit answering. They still continue to not share the evidence that they are right. They also dont respond to the fact that theres a Reacher since I did not receive notification of the confirmation so I couldnt tell it was the wrong hotel again I booked it off their website for the hotel which if theyre algorithms were really good they would know that. I think the Agent was in a hurry and he just picked a hotel In *******, I lost track of what was going on, At the end, said sure Ill take the Hotel thinking it was the one I I wanted. I have sent four messages to ask to talk to someone who can actually talk about it and make a decision besides a low level agents and no response. Its about time to go online and the others know about their lovely service. Any suggestions as to how one might do that?
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/14/2025

  To whom it may concern,

  Thank you for the oppurtunity to respond. Our constomer support team can be reached 24/7 at **************.

  Regards,

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

• Initial Complaint

  Date:03/17/2025

  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.

  15 March 2025 I called a number I thought to be ****** to book a room for a trip. Upon an agent answering I asked if I was speaking to ****** or a 3rd party they told me I was speaking to ******. I asked this twice to ensure I was not talking to a 3rd party and the agent responded they were ******. I gave my travel dates in October and said I needed a room for 6 adults. I gave the details of a 2 bedroom suite I saw on ******'s website at ********************. The representative said the room was available gave the price and said it was a military discount rate and started the booking process, I asked about travel insurance and asked if the booking was refundable. The agent said ok to adding travel insurance and said I had until 7 October to cancel without penalty. I repeated the cancelation policy back to the agent and they confirmed it was correct. I found out that I did not speak to ****** upon getting the email confirmation, I called ****** on the 16th of March and found I was booked a smaller room that only accommodated 4 people. I called the Reservation Counter/Desk back to cancel and was told it was non refundable and that I could not cancel without penalty. I described what happened and they escalated the matter and said I would have an answer in ***** hours. I called on 17 March and was told that it would take 5-7 business days to find out if it could be refunded. I am seeking a full refund as the companies representative misled me in identifying themselves as a ****** employee, booked a room that is too small and not what was asked for, said it was refundable and then marked in non refundable, and did not add travel insurance as requested.

  Business Response

  Date: 03/24/2025

  To whom it may concern.

  Thank you for bringing these concerns to our attention. We take matters such as these extremely seriously. We have contacted the hotel and a full refund has been processed to the original form of payment. We have also waived our non-refundable booking fee.

  Regards,

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

• Initial Complaint

  Date:03/17/2025

  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 wanted to make a reservation at the ************************ in *******. Was led to a site that mimic'd the hotel. I thought I was at the website. I made a reservation for an event that was happening over he weekend - an event that involves my fraternity. (Note that others have mentioned at this link they felt they were deceived): ***************************************************************************************************** I found out afterward that there was a discount link so I made another reservation and wanted to cancel this first one. I called and was told there would be a fee of $250.00 if prior to March 18th. Plus another $17.00 fee. The person I spoke with was rude. I explained that I still have a new reservation, and asked if I could speak to a manager. She sat on the line, and didn't say a word. I could hear people in the background, and she was actually speaking with them. I asked my husband (he is the one the reservation was for) and we got no where with this company and still had to pay the fee. I feel their website is very deceptive. I've made reservations a million times and have never had this issue. And as mentioned, the person who I spoke with was very rude, demeaning and unprofessional. I'd like my fee returned. It was not clear on the website that I would incur a cancellation fee.

  Business Response

  Date: 03/24/2025

  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 ******* 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: 
  

  Cancellations made before March 18, 2025 at 11:59 ********* time) will be charged a $251.15 penalty. There are no refunds 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.

  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. 

  We apologize for any misunderstanding or miscommunication that happened during the booking and support process.

  Regards,

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

  
  
  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23074174
  
  I am rejecting this response because:
  When speaking with your agents they give you the impression that you are booking directly with the hotel without saying it in words. If you read the ****** complaints you will see that many people have been deceived by this company. You took my hard owned money by writing in tiny prints   your policies.  I plan on forwarding a complaint to the attorney general to  review my case if I do not get my money back. 
  Sincerely,
  
  ********** *******

  Business Response

  Date: 03/27/2025

  To whom it may concern,

  Thank you for the opportunity to respond. As all agents are required to do, the agent did open the call by stating, " Thank you for calling Reservation Counter, an independent travel agency." 

  We found that the cancellation policy was read verbatim multiple times and explained to the guest as well as her husband. The customer still chose to cancel the ******************** after being made aware of the penalty amount. For this reason, and since the reservation was booked online, unfortunetly, no refund can be offered.

  Regards,

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

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23074174
  
  I am rejecting this response because:
  If what you are saying is true why are there so many people on ****** with similar problems. You all know that most people that calls you believe they are dealing directly with the hotel. I guess the money made is worth it to you all but I tell you it is bad business.  I want my money back because I feel that I was deceived. I would never have made a reservation with a third party knowing that I would have to pay so much in cancellation. 
  Sincerely,
  
  ********** *******

  Business Response

  Date: 04/02/2025

  To whom it may concern,

  After reviewing the customers booking details, we can confirm that the reservation was completed online and without the assistance of one of our agents. At the time of booking, the cancellation policy, including any applicable penalties, was displayed and agreed to during the checkout process.

  As per that policy, the penalty amount was clearly outlined and accepted by the customer before finalizing the booking. Since the terms were agreed upon and there was no service failure or agent error involved, we are unable to process a refund in this case.
  

  Regards,

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

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23074174
  
  I am rejecting this response because: You only clearly explained to me after the fact. If you said you explained. Send a copy to the BBB and end this. Your explanation came after. You mislead my wife when she called by not clearly stating that you are a third party. I repeat . I am a well educated man and you fooled me so I imagine there are more. BBB please make them stop this Just look at the ****** trend if other victims. 200 to 300 dollars does not hold a life and death value to us. We are fighting an injustice. Return my money immediately and end this . You know you are wrong. You might be too big to fail but at least I know I fought back.
  
  Sincerely,
  
  ********** *******

• Initial Complaint

  Date:03/13/2025

  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.

  Good morning, I'm asking for help from a booking made that was impossible to get to, we were affected by 2 ***** Hurricane's in ************ 2024, **************** We had mandatory evacuations ordered and had to flee. On our way back we were able to book a room along our route but were not able to get there due to the interstates and secondary roads being at a standstill, we wound up staying in our vehicle. We tried to cancel but phone service was also not working properly either, so we decided to deal with it when we got home. We've been trying since to get this refunded but are being denied. Also, I'd like to add the fee charged is most definitely inflated. I contacted my credit card **** they gave me a case # ***************, and was told to call the merchant, from there I was told to call the company that made the reservation, who then told me to call the hotel again. I have been doing this since the reservation was made and have submitted letters also. The hotel was willing to refund but could not because it was made thru **************************. We had flooding from both storms and money we don't have needed to be spent for repairs, I don't care if they keep the service fee $17.99, but please refund the $260.99 for a room we could not make it to. We made the booking thru ****************** but I found out the company is called Travel Pass Group, located in ****, the itinerary # is R5208446106, the name of the Hotel is *********, **************, **. We realize the cancellation policies most of these companies have but are asking for a courtesy due to circumstances well beyond our control. Thank you for your help, ******* J. *******

  Business Response

  Date: 03/20/2025

  To whom it may concern, 

  Thank you for bringing the guests concerns to our attention. Issues that do not relate to an error made by our agents require hotel's approval in order to make a refund request. Unfortunetly, since this booking was tagged as no show and the hotel never heard from the guest they have denied the refund. We recommend the guest continue working with their financial institution in order to get this issue resolved.

  Regards,

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

• Initial Complaint

  Date:03/05/2025

  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 is a phishing scam . When looking up the phone number for for Staybridge Suites you are automatically taken to ************************** without you knowing to make a reservation. They charged me $117 per night for 2 nights although the room was $87 per night. No only that I had to pay the hotel once I got there as well for the stay as well. This means I was charged a second time and paid more for the room that it cost. I was NEVER told this was a 3rd party booking service until AFTER I booked or I never would have agreed to book through them. They have my name down a ****** *****

  Business Response

  Date: 03/13/2025

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth.  ************************** 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 ************************** 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, confirmed the dates of stay, and informed the caller that the total price for this reservation would be $288.84 which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  Add cancellation policy
  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.

  When our hotel supplier reached out to the hotel property, the front desk confirmed that they have already refunded the charge they made to the guests card. If the charge is still appearing on the customers statement, we would need to see a copy in order to push back on the hotel.

  Regards,

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

  
  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23023145
  
  I am rejecting this response because: The company charged me $100 more than what the room was. Although I was eventually refunded the $171 this company charges over $280  which is basically  $100 difference. 

   

  I was not aware this was a 3rd party booking agency until after the fact. This is a scam.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/26/2025

  To whom it may concern,

  Thank you for sharing the customers concerns with us. ************************** purchases our inventory in bulk 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. We purchase at a wholesale rate. 

  ************************** 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.

  Regards,

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

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23023145
  
  I am rejecting this response because there was no way for me to know this was an ad and not the official website for **********. I am requesting a $100 refund which was the difference in cost.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/02/2025

  To whom it may concern,

  Thank you for the opportunity to respond. All agents are required to open the call with a verbatim disclosure which states, " Thank you for calling Reservation Counter, an independent travel agency." 

  Since this opening was done correctly and there was no other error on our agents behalf, unfortunetly no refund can be offered.

  Regards,

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

• Initial Complaint

  Date:03/04/2025

  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.

  2/9/25 AM - I thought I was calling the ******* ************** to book 2 hotel rooms, but I was actually calling ***************************. I googled ******* and I 100% thought I was talking to the hotel, but I wasn't. I booked 2 rooms for 2/15/25-2/17/25. I knew there was a good chance we couldn't go on this trip if my son's team kept winning in a basketball tournament. So, I asked at least twice and maybe 3 times what their cancellation policy was. "When can I cancel this without penalty?" I was told I can cancel by 2/11/25 at 11pm. What he failed to mention was that I would be charged ~$800 per room even if I canceled before 2/11/25 at 11pm. 2/11/25 AM - I called to cancel the two rooms. They canceled them, but was told about the charges ($1623.83). I explained that no, I was calling by when they said I could cancel without penalty. So, they escalated it to the Escalations team. 2/12/25 5:22PM - I received an e-mail saying they listened to the recording of the call and because they shared the cancelation policy they couldn't do anything. Apparently at the end of the call, the agent (in heavily accented English) spoke very quickly. I do remember him saying the check in/check out days/times, the hotel name, etc. But, I obviously didn't hear or understand anything he said about a $800+ fee per room for canceling. Why did he not mention that the 2-3 times I asked earlier about canceling without penalty??!! Also no mention of a $17.99 booking fee. 2/13/25 I then called several times...was pushed around from person to person, hung up on, my number was blocked from calling back. I threatened to report to BBB and they said they'd escalated to the threats department and would get back by 2/28/25. They didn't. 3/3/25 AM - Called back today. Got pushed around to different people and basically said I'm out of luck. They reviewed recording and nothing can be done.

  Business Response

  Date: 03/12/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention. The reason the refund was initially denied was because the agent did recap the correct the cancellation policy at the end of the call. After further review, we found earlier in the call the customer was given incorrect information regarding the cancellation policy. We are currently working with the hotel and the merchant to get the penalty put back on the customer's card. If this does not work or is denied we will be offering the customer a e-payment or check of the full penalty amount. Our office will be in touch with the guest via email.

  Regards,

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

  Customer Answer

  Date: 03/12/2025

   
  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 only when I actually receive the refund on my card from them.  I'm hopeful, but based on my experiences with this company in the past, I don't fully trust them and won't feel comfortable moving on until I actually see the cancellation fee refunded on my card.
  
  Sincerely,
  
  ****** ***

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23019019
  
  I am rejecting this response because: 

  The latest I heard from ************************** was yesterday (3/12/25 - message through the BBB system) where the company did say that earlier in my recorded call they did notice that I wasn't told the correct cancellation policy, so they were working to get the fees ($1623.83) refunded to my account.  I did accept their response for the refund, but because I haven't had good interactions with the company, I am nervous that they will actually follow through with the refund.  I definitely want the refund issued to my credit card or sent to me in a check.  I do not want any sort of credit issued within the company to be used at a later time.

  
  

  Thanks,

  
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 03/19/2025

  To whom it may concern,

  We have been working closely with the hotel and our hotel partner. Unfortunetly, the refund was denied. Since we are not the merchant, we can not put the funds back on to the original form of payment. Since there was an agent error on our behalf, we are going to offer the guest an out of pocket refund for the full penalty amount. The options we have moving forward are direct deposit, direct to debit card, Zelle, and Venmo. If the guest does not wish to provide any additional information we can also send a paper check, however this is the slowest option. We have sent the guest an email asking how they wish to receive the funds, and are awaiting to hear back.

  Regards,

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

  Customer Answer

  Date: 03/19/2025

   
  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 am glad the company is doing the right thing, but I regret that it has taken this long and that you had to get involved in order for this to be resolved.  Thank you very much for urging them to do the right thing.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:02/27/2025

  Type:Billing 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 booked a hotel room(1/24) and called to cancel the reservation.( 1/29)I spoke to a representative who confirm it was canceled and that I will get a credit . The amount of$138.69 from the account on (1/27. I received the email(1/30) comfirmimg that in I would be credited within 7-10 business days. I have emailed and called and to inquire about refund. There are several different numbers for this company. I still have not received a credit .

  Business Response

  Date: 03/05/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention. As an independent travel agency, we operate several brand. Each brand caters to different customer needs, preferences, and booking experiences. To ensure seamless service and personalized support, we maintain distinct phone lines associated with each brand.
  

  Additionally, our partnerships with various online travel platforms mean that customers may reach us through different channels, including search engines, hotel listings, and direct marketing campaigns. Having multiple phone numbers helps us efficiently route calls to the appropriate team, reducing wait times and enhancing the overall booking experience.

  We have now successfully processed your refund, and the customer should receive it shortly. The timeframe for the funds to reflect in the customer's account may vary depending on your financial institution.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 03/06/2025

  
  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:02/24/2025

  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 made a hotel reservation through this company and was told I could cancel for a full refund (minus a separately billed $17.99 service fee) up until two days before the reservation. I attempted to cancel the reservation and was told that it was non-refundable. Also, after they took my credit card information, just before they gave me a confirmation number, the agent said that since I was getting the last room, it would be an additional $19.99. I told her to cancel the entire transaction, and she said, "Wait and let me see what I can do." And then said that it was okay, it would just be the price she quoted before. I should have trusted my gut, but my brother died and I was trying to make sure I got a room at the same hotel where the rest of my family is staying. This company is a total scam.

  Business Response

  Date: 03/04/2025

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. We were able to review the call recording and find that the customer was not given the full and complete cancellation policy. For that reason, we are prepared to offer a full refund. We have sent the guest an email with a refund offer and are awaiting to hear back.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 03/04/2025

  
  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,
  
  **** *****