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

  333 108th Ave NE Ste 300 Bellevue, WA 98004-5736

• 

  Reservation Counter, LLC

  2961 W Maple Loop Dr Ste 160 Lehi, UT 84043-5686

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:06/27/2025

  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.

  My reservation was made through the Reservation Desk on May 20, 2025. I cancelled on May 29th and was told I needed to contact the hotel, Days Inn, Wyndham Culpeper, Culpeper, VA., Ph no. *** ********, to cancel with them first, I did that. They cancelled it that day and the no. is *********. I called the Reservation Desk back, they checked with the Days Inn and found out that yes, I had cancelled with them. I was told then I would receive my refund in 7-10 business days. This did not happen. I followed up and was told then that It had not went to their "partner" and gotten approval, but they would put that through now and I should receive an email saying " I am happy to inform you will receive a refund of $246.33, which excludes any non-refundable fees outlined in your reservation cancellation policy, (none). Please be advised it takes approximately 24 hours to process a refund and 3 to 10 business days for your credit card provider to post this refund to your account. THIS WAS ON JUNE 9TH. I called back on June 26th because I had received nothing and they told me another story "after checking with their "third partner" it has not been processed yet and will take another 5-7 days. When I asked who this third partner was, he said he couldn't tell me! I have the email but was unable to download it. Can you please help me? Thank you.

  Business Response

  Date: 07/02/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention. We have reached out to our hotel partner and they have confirmed a full refund has been processed. If the guest has not received the refund we encourage them to reach out to our 24/7 support line.

  Regards,

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

  Customer Answer

  Date: 07/02/2025

   
  
  Complaint: 23525682
  
  
  
  I am rejecting this response because:  They’re lying, I’m in receipt of an email from them (The Reservation Desk), saying they were going to refund my $246.33.  It was dated June 9, 2025.  They also said in the email, that it would take 24 hours to process and 3-10 days for my credit card provider to process.  This was probably the third time they’ve told me something similar. I never received anything from them!!!
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:06/19/2025

  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.

  I was attempting to reserve a complimentary room night that was offered to me by the Grand Sierra Resort Hotel. I believed i was speaking to hotel reservations and was told that i would get a refund upon check in since i had the complimentary room night and they needed to charge my credit card at time of reservation. I asked 3 times about the refund and was assured i would get one. Day of arrival i called the hotel and was informed i had made the reservation through a 3rd party and that i indeed had comp room nights i could use. The hotel said i could not get a refund from them but to call the 3rd party. I called them and they were extremely unhelpful. I asked to cancel the room and be refunded as i was told. They were suppose to call me back and i never received this phone call. If i missed it they never called back. I am in my late 70's and money is tight - i would have never made this reservation if i knew i would be paying for it as i receive comp nights at this hotel every month. I feel i got swindled and from all the reviews i read, there is a general consensus that this business tries to dupe people into thinking that they are booking directly with the hotel and then the customer service doesn't help when you try and dispute. I don't like being taken advantage of and i'm positive i am not the only elderly person they have done this too - elder abuse.

  Business Response

  Date: 06/30/2025

  To whom it may concern,

  Thank you for bringing this very serious issue to our attention. We have reviewed the call and located an error in the sales process we require. Please be advised, a full refund has been processed and we have waived our 17.99 service fee. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:06/18/2025

  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.

  The transaction was confirmed and paid by **********,on the June ******,the problem occured upon our arrival at 5PM EST,we were assigned a room at the hotel "******************",in *********************,it was room #***,this room had a problem the nature of the problem was that the room that was supposed to be equiped with 2 night stands to accoadate the 2 ************* that were requied as per our origional agreement,it was not the case,the Wifi did not function,,the clerk said that I complained too much,we were given another room and the bed was a hard board matress,the lady also procreeded to enhance the whole place with the smell of insence thou out *************************** was thrown out at 7Pm every night,no coffee or tea in the room,just down the corridor for tea only,I proceeded to ask Expedia for a refund or partial refund,(No Dice,a flat out refusal),The chair to sit at the desk creaked badly also,as they all did eventhought I requested a better chair,no difference,pleas listen to my concern as the price for this was not up to par regarding this Hotel,I also inquired abot this insence,she informed it was a smell to repel the Mosquitoes ,(Not True),there were no mosquitoes,so I asked if it was indded Insence ,a no was her reply,in my opinion what kind of place is this??

  Business Response

  Date: 06/11/2025

  11 June 2025
  
  Better Business Bureau
  Mid-Western and Central Ohio
  Complaint Department
  
  RE: Expedia Case # 13390173
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better Business Bureau (“BBB”) allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from Allan Lemay (BBB Case Number23452740) regarding hotel reservation.
  
  Upon further research, we are unable to locate an Expedia account related with this email. we request Allan Lemay to provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address the issue.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  Jamyang Dorjee
  Global Traveler Resolutions Team
  
  

  Customer Answer

  Date: 06/13/2025

   
  
  Email is [email protected] it number is 907536448140 total cost is $ 361.73 phone number for this transaction 1-800-434-1659 

  Business Response

  Date: 06/16/2025

  16 June 2025
  
  Better Business Bureau
  Mid-Western and Central Ohio
  Complaint Department
  
  RE: Expedia Case # 13390173
  
  Dear Better Business Bureau,
  
  Thank you for forwarding the consumer rebuttal from Allan Lemay (BBB case number 23452740). Thank you for sharing the details.
  
  We reached out to the number provided by the traveler, 1-800-434-1659, and confirmed it connects to ReservationDesk.com, which is not affiliated with Expedia. As we do not have access to this reservation, we kindly recommend that Allan Lemay contact ReservationDesk.com directly for further assistance.
  
  We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  
  Sincerely,
  Jamyang Dorjee
  Global Traveler Resolutions Team

  Business Response

  Date: 06/26/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention. As an independent booking agency we are not responsible for the hotels quality or amenities. We advise the customer to reach out to the hotel directly to voice their concerns.

  Regards,

  ReservationDesk.com

• Initial Complaint

  Date:06/12/2025

  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 6/12/25, I accidentally made a reservation for the wrong hotel in a completely different city/state than I needed to. I immediately cancelled the reservation and was willing to re-book with the correct reservation. Even though this was caught within seconds of booking, the company would not refund my money in good faith. Instead, they charged me for TWO reservations instead of refunding the bad booking plus a service fee. When speaking to a customer service rep, I was told that the hotel had to agree to the cancellation. I contacted the hotel directly to see if they would be able to help and was informed that this website is a scam and significantly overcharges their customers and marks reservations as nonrefundable purposely and often. This is an unethical business that's looking to take advantage of customers and charge for reservations not used.

  Business Response

  Date: 06/20/2025

  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 this reservation be refunded.  
  

  Our hotel partners were unable to process a refund due to the cancellation policy associated with the booking.

  Regards,

  ReservationCounter.com
  
  

• Initial Complaint

  Date:06/05/2025

  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.

  On 5/29/2025 I went onto La Quinta Inn and made a reservation through Reservation Desk for my daughter **** ********. It was booked under her name and I paid it. I immediately (within 10 minutes) called back and canceled since they wouldn't be stopping in Kileen,TX. I first called the hotel directly and spoke to a manager who said "no problem we won't charge". I called Reservation Desk directly and they told me I had to wait 2-3 days for a refund. I have called 7x and keep getting a run around. I called again to La Quinta and spoke to **** who hee said has refunded the "virtual card" that Reservation Desk charged. I am now being told by Reservation Desk that a 3rd party person does the refunding. I asked for their information and they wouldn't give it to me. Since 5/29/2025 I have spoke. To ********, ********,******,********, *******, emailed them and still no refund. I was charged $136.75 to my bank account on 5/29/2025 and Reservation Desk has lied and hung up on me instead of resolving this situation. I NEED my money back! Reservation #*********

  Business Response

  Date: 06/11/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention. Reservation Desk 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 have reached out to the hotel and our hotel partners on the behalf of the customer and requested a full refund be processed. Our supplier, who is the merchant, is currently in the process of reaching out to the hotel to confirm if the virtual credit card was charged. The customer will be notified via email when a final decision is made.

  Regards,

  ReservationDesk.com

  
  

  Customer Answer

  Date: 06/11/2025

  
  
  Complaint: 23430572
  
  
  
  I am rejecting this response because:

  I have already spoken to the hotel manager, ****, and they never charged the virtual card due to the fact I had immediately canceled. La Quinta stated it was Reservation Desk that I had to get my money from because they are the ones who charged. I have now called them 7x and I get the same run around every time that they have to escalate it or the manager is working on it. This is Reservation desks problem!
  
  
  
  Sincerely,
  
  
  
  ******* ** *****

• 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:05/30/2025

  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.

  Called Reservation desk on May 28, 2025 believing I was speaking to the reservation desk at the ************************* as I was not able to filter online for handicapped accessible room via any online booking sites.I called reservation desk and thought I was speaking directly to the hotel and asked if they had a handicapped room with 2 double beds in it . The man I spoke to began checking and told me they had a room with a king size bed bit that the room are very spacious and he would have them add a double size bed in the room to accommodate me and would that be fine I Said ok.Then he asked for my credit card number and told me he would book this as non refundable I distinctive told him to only book the room if it was going g to have the additional bed added the double bed to the room he assured me yes so I said ok to book it as I had to go back to work. He began speed talking to me about non refundable and hung up on me. When I looked at the booking receipt it was for a room with only a king sized bed when I directly told him 2 guest as my mother is handicapped and I can't sleep in the same bed as her. This reservation desk employee lied to me and now I can't get this company to refund my credit card and there's no one there to help resolve my situation except to tell me they canceled the reservation and I will be emailed in 7 to ************************************************ not. I am requesting and demanding a full refund as this was a blatant lie.

  Business Response

  Date: 06/06/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention. We apologize for any inconvenience caused to the customer. A full refund has now been processed.

  Regards,

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

• 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,
  
  ****** *******