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 100N South Jordan, UT 84009-5130

• 

  Reservation Counter, LLC

  2961 W Maple Loop Dr Ste 160 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:06/03/2025

  Type:Service or Repair 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 canceled a hotel reservation within hours of making it because I found out I was ineligible to fly without my Real ID. The manager on duty at the hotel, ********, agreed to refund the $930 charge, but Reservation Desk refused.

  Business Response

  Date: 06/09/2025

  To whom it may concern, 

  Thank you for bringing the customers concerns to our attention. According to our records, the whole charge was refunded by the merchant. If the customer has not received a full refund, we kindly advise them to reach out to our support team.

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 06/10/2025

  
  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:05/25/2025

  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.

  I paid with a debit card but the debit card was replaced by my bank due to fraudulent activity with a new card. Reservation Counter is telling me they can not issue me my refund to my new debit card although it comes from the same checking account and they say they can not issue a check either. So they just keep my money. That is not right!

  Business Response

  Date: 06/02/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention. The reason a refund could not be reprocessed is due to the fact we are not the merchant of this transaction. We have worked out an arrangement with the merchant where they will pay us and we will offer a refund to the customer via E-payment. We have been in touch with the customer directly via email.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/23/2025

  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.

  i wanted to make a reservation for my daughter and granddaughter at LaGuardia Plaza Hotel for one night on June, 19, 2025. I wanted to help my daughter out since she is a single mom and was taking my granddaughter to see a K Pop band and I wanted to help them out. The hotel website stated at the top of LaGuadia Plaza Hotel gave the information to reserve a room as ReservationDesk.com. So I called that number and was making a reservation which seemed a little expensive at $488.96. The agent, *****, said that she could book me at different sites, The agent *****, stated that tomorrow the price could be $600 and the hotel was filling up. I said that other sites were charging less and could look into that and then she hung up. I called back the reservationdesk.com number and said I wanted to cancel that reservation. I was then told that I would be charged for thee first night. I had only booked one night. I called the hotel directly and spoke to someone at the front desk that the Reservationdesk.com is an old number was and old number and Hilton/Doubleday was the new owner. Reservationdesk.com agent said not too worry, they would take care of me. On May 22, 2025, I received at text that only $106 would be refunded to me by Reservationdesk.com/ I called back numerous times and was told that Reservationsdesk.com had no information on me even after I told the agent my confirmation number and Itinerary number. Please help me out. I have lost $388.96 on this reservation.

  Business Response

  Date: 06/02/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention. Please note, with the information provided, we are unable to locate any reservation in our system. If the customer can provide an itinerary number, or the phone number/email address used to make the booking, we are more the happy to conduct an in depth review of the case.

  Regards,

  ReservationDesk.com

• Initial Complaint

  Date:05/17/2025

  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.

  Reservation desk has dishonest business practices. We were not informed that they are not affiliated with the *******. We made a reservation for a hotel "near" where we were visiting. The hotel ended up being 2 hours away. When we contacted their "customer support" they were unwilling to help us in any way and even hung up on us. When we did get help, they said they will review the booking and get back to us in 5-7 days, which Im guessing is to prolong the issue long enough to give you a no show at the hotel and refuse a refund. They also tack on extra fees without informing you. Their business practice is very scammy and dishonest, I would say borderline illegal.

  Business Response

  Date: 05/23/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention. We reviewed the call and were unable to locate any agent error. We found that our agent recapped the hotels name and address correctly, However, we reached out to our hotel partner as a courtesy and they were willing to cancel this reservation. A full refund has now been processed. 

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 05/24/2025

   
  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:05/13/2025

  Type:Sales and Advertising 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 company is deceptive and represents themselves as the hotel you are trying to book a stay with. They even called themselves reservation desk so that when they answer the phone you assume it's the hotels reservation desk. They are Indian so it's hard to clearly understand them but they did not clearly state that they were charging me 17.99 for making the reservation. So for nothing. The number popped up in a box on holiday in expresses website so I assumed it was their number. I needed to book a hotel for one night. I googled the hotel I wanted. I clicked on their website.

  Business Response

  Date: 05/21/2025

  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 200,000 hotels worldwide. We are required to adhere to strict guidelines set by the FTC 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.

  Regards,

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

  
  

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair 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.

  On 5/9, I booked a stay at a La Quinta Inn near an airport. We inquired with the customer service rep about several things: A) Will I be able to use my hotel rewards to pay for the hotel? B) Do they have a shuttle to the airport and C) Is there free parking at the hotel while we are gone? The rep said yes to all. She said, "when checking in, all you have to do is tell them your reward number and they'll adjust it there. That was a lie. We had to cancel with the company then go directly to the hotel to use it. Shuttle? Wrong, they do not offer that nor have they ever. Free parking? Nope. $15 a day. Never offered it. The weirdest part of it all was the rep said, "please let me check with the hotel." Who were they checking with? Between parking fee's, transportation and multiple hours on the phone dealing with this we need to be compensated. I called to file a complaint, they stated it could take up to 5 days. No guarantee's of anything.

  Business Response

  Date: 05/21/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention. According to our records, this reservation was cancelled free of charge and no charges were placed on the customers card.

  Regards,

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

  Customer Answer

  Date: 05/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: this has nothing to do with the cancellation. This has everything to do with the fact that we were misled by their sales rep stating that there was free parking, free shuttles and the time it took to call them back, cancel, then call the actual property to re-book then call back Reservation Desk to file a complaint. We are now having to pay for parking when we planned on not having to. I called May 12th and was told I would hear back in 5-7 business days. Today is the 7th business day and your only response was that you cancelled it for free. As you should. I want compensation for the time, energy and now parking fees we must pay due to your company failing to actually check the policies of the hotel.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:05/08/2025

  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.

  To Whom It May Concern : today 5/08/2025 I called what I thought was the direct number to hotel to make a reservation but it was an outside travel booking company . I asked for a room at Homewood suites in Hadley Amherst a 4 star hotel and they booked me at The Knights Inn a 2 star hotel , I did not authorize them to charge my card for The Knights Inn or to book at the knights inn. I saw the confirmation email an hour later and saw they made a mistake . Called right away and was told no refunds . Called hotel direct and they told me they would happily refund my money but they can’t since an outside party charged my card . Looking to get a refund for amount charged of $353.09 and $17.99. Their mistake. Thank you kindly .

  Business Response

  Date: 05/15/2025

  To whom it may concern,

  Thank you for bringing this matter to our attention. 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. In order for a refund to be processed, it must be first approved by the hotel and then by the supplier. We are still in the process of requesting a refund for the customer. Once a final decision is made, the customer will be notified via email.

  Regards,

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

  
  

  Customer Answer

  Date: 05/19/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Your company representative made the initial mistake by booking the wrong hotel in the first place . Your companies mistake .  I called the hotel they said they would refund but has to come through you since you took my card information and charged my card for a hotel I did not approve you to charge . How is that legal? Payment was  collected by your hotel partner who is the merchant of record.   It should be refunded for the mistake your employee made.  I will wait to see what the answer is but it should not take this long , I called same day as booking for the mistake you made and  that was 11 days ago .  

  Sincerely,
  
  ****** *********

  Business Response

  Date: 05/27/2025

  To whom it may concern,

  Thank you for the opportunity to respond. We would also like to thank the customer for their continued patience. Unfortunately, our hotel partner denied the refund of this booking. We have conducted a review of the call recording.

  We found that the agent provided a detailed recap before completing the reservation. The hotel location as well as the dates of stay, room type, and total price were reviewed before completing the reservation. Due to these reasons, no refund can be offered.

  Regards,

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

  
  

  Customer Answer

  Date: 05/27/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  What detailed recap?  If there is a recording it will show me telling them the hotel i wanted to book . And I would like to see it .  Agent booked me at a different hotel .  So they should have all that in their recap.  **** ***** your CEO values customer service .  This does not align with that logic .  And he will be hearing more about it as well .  Seems like this happens a lot to other customers according to reviews , and if this is your final offer another bad review will be added .  Basically  your company is stealing from customers . 
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:05/06/2025

  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.

  On the evening of May 4, 2025, a customer service representative presented himself as affiliated with Marriott as I believed the phone number on the website was for Marriott. This representative coerced me into overpaying to reserve a hotel room by misrepresenting himself and lying about the circumstances of the price differences on my end and the price that he quoted me. He kept me on the phone for 40 minutes and coerced me with lies until I finally acquiesced and gave him my credit card number to make the reservation. Something didn’t feel right about the interaction, so I end up calling the hotel directly and they said that the reservation they see on their end was from a third party website and that they overcharged me for the reservation by nearly $300. I called ******************* back and let them know I was aware of their scamming and how their customer service representative pressed me to make a reservation with him after lying about why the prices he quoted me was different than the prices online, using terms like “ghost hotel rooms.” They were quick to issue a full refund after I demanded one and they told me that the refund would take 3-10 days to post to my credit card account, so I am currently awaiting the refund.

  Business Response

  Date: 05/09/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention 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 reservation.  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 hotel, confirmed the dates of stay, and informed the caller that the total price for this reservation would be $994.13 which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  Cancellations made before November 23, 2025 at 11:59 PM (hotel time) qualify for a full refund. Cancellations made between November 23, 2025 at 11:59 PM (hotel time) and November 26, 2025 at 11:59 PM (hotel time) will be charged a 1 night penalty. There are no refunds for cancellations made after November 26, 2025 at 11:59 PM (hotel time). There are no refunds 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.
  

  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.

  We were unable to locate any error in this call recording.

  The reservation has been cancelled for a full refund and we have waived our non-refundable service fee.

  Regards,

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

  
  

  Customer Answer

  Date: 05/09/2025

  
  Complaint: ********
  
  I am rejecting this response because: The ******************* customer service representative misrepresented himself to the point that I tried to give him my Marriot number, and instead of him clearly stating that he is not affiliated with Marriot, he continued to push me to make the reservation with him by using fear-mongering tactics such as saying things like, "the inventory on my end is more updated (than what I was reviewing on the Marriot site)" and if you book through them (the Marriot site) instead of with us, you may be booking a ghost room (a room that was available on the site, won't be available at check-in), and incur the extra fees we are charging you now later when you try to check in. The ******************* customer service representative made it seem as though it was imperative for me to book with him and pay more because my reservation may not be guaranteed at check-in. That is why the phone call took 43 minutes because something didn't feel right to me and I continued to question the things that seemed odd about me paying more over the phone compared to paying what I saw on the Marriot site, and instead of the ******************* representative telling the truth about the ******************* hidden fees and making it clear that he was not affiliated with Marriot because I clearly thought he was as I tried to give him my Marriot number, he lied about why the prices were different by fear-mongering about how if I didn't book with them that my room might not actually be available at check-in. So, the focus of their response to my complaint is misdirected. The focus should be on how the ******************* representative misrepresented himself, lied about pricing, and pushed me to the point to where he convinced me to agree to and pay more than what I was comfortable with. That is the true issue: The unethical methods that were used to get me to agree to pay an amount I was uncomfortable with, not that I agreed to pay the amount after being lied to.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:04/24/2025

  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.

  On March 20th, 2025 I booked a hotel reservation. Today, on April 24th, I am trying to modify that reservation or cancel it (only modifying by 1 day), and the Reservation Counter customer service is telling me I cannot modify or cancel the hotel for any reason. This is absolute absurdity, that a hotel has people book stays under the pretense that they cannot modify or shorten the stay by any means under any circumstances, no matter how far out. I am now stuck paying for a full night at the hotel that I will not need. They are scammers, who model their website to look like the actual hotel website. They then hide in fine print that reservations are non refundable, and will not offer any type of modifications or refunds on the hotel reservation, no matter how far in advance it is booked or modified. This is horrible business practice. They are purposefully trying to dupe their customers, and provide no support when you call them to figure it out. People need to have some small window to adjust or modify hotel reservations. They also claim they are giving you a deal, or cheaper rate, when their rate is higher if not exactly the same as the rate of the hotel itself when booking directly.

  Business Response

  Date: 05/02/2025

  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.
  

  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,

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

  Customer Answer

  Date: 05/02/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:04/18/2025

  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.

  On Monday 04/14/2025 around 3:30 in the afternoon I called reservation counter and booked two room's and two nights each queen suites were a family of 8 adults and 4 children so each room two queen beds and a sofa couch for the two children. I confirmed every detail and she agreed with me and booked the two queen suites. After a few minutes later I opened my email confirmation realizing she made my reservation two King suites. The King suites has one King bed. And one sofa I was so upset I called them back and explained to them your employee made a mistake or did it on purpose but please change it to queen suites theres no way four adults gonna fit in a king size bed. I was transferred to the supervisor Name *** she promised me dont worry, I told her please listen to the recording conversation with your employee that I never requested a king size suite she called me back an hour later said Im sorry I cant switch the rooms or refund Ill send it to escalations Up to seven days the response, I had a heart attack I told her today is Monday and were traveling to check in Thursday the 17th what do I do. She said wait up to seven days for resolution and hang up the phone on my face. Im a retired grandma promised to take my grandmas my daughters on a Easter vacation trip Im old school so I made my daughter book two queen size suites through Groupon that cost me extra $632.06 per room. We came to the Embassy suites at ******************* explained to them to help get my refund back they said you have to speak to Reservationcounter they have to call us to request a refund. Nobody reached out to the hotel about changing the reservation. I have all the proof and emails and calls trying to communicate with them its all dead end. I appreciate your help please feel free to call me for any information.Thank you ****** ******** ****************** ************

  Business Response

  Date: 04/26/2025

  To whom it may concern,

  Thank you for the opportunity to review this case. 

  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 hotel , confirmed the dates of stay, confirmed the room type, and informed the caller of the total price for this reservation which would include all taxes and fees. The agent then read the cancellation policy verbatim.

  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.

  Unfortunetly, since the information was recapped before the reservation was completed, and the reservation was used, no refund can be offered.

  Regards,

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