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:05/15/2023

  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 of $1800 was never approved by me and I was not given an option confirm it. I have contacted the company for a refund and they told me that their support team was working on getting the refund confirmed. I have already been told by different employees that the hotel has already approved my refund. I am not sure why they now have to approve it if the hotel has already approved it.

  Business Response

  Date: 05/22/2023

  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: 
  

  This ******************** is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Counter $17.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

  These terms and conditions must be acknowledged and agreed to before the booking can be finalized. The customer then went online and canceled the booking.  When canceling a reservation online, a customer is again advised of the cancelation policy and must accept the terms and conditions in order to process their cancellation.  The customer again acknowledged and agreed to the nonrefundable cancellation policy.

  As a courtesy, we reached out to our hotel partners and requested a refund for the guest. We were advised that this was approved on 05/17/2023. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/12/2023

  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 4/2/2023 I went online to book a hotel reservation at the ******************** in *************. I thought I was on the hotels website but somehow was directed to Reservation Counter. I booked a 3 night stay (advertised as refundable except for a $***** booking fee). Itinerary #: R411908371 Within minutes I realized I wanted to cancel the reservation and did so. My credit card was charged $1,145.12, including the $***** booking fee.$724.89 for the room plus $404.24 for taxes and fees.I have received a refund of $848.96. I want a refund of what they are now calling unrefundable fees. Everything but *****. Misleading advertising, a scam, I want a complete refund minus $*****

  Business Response

  Date: 05/18/2023

  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: 

  Each room in this reservation is subject to the following cancellation policy: This booking is subject to a ****** USD change or cancellation fee. Bookings cancelled after 04/20/2023, 11:59 PM (*******/********) are non-refundable. There is no refund for no-shows or early checkouts. The Reservation Counter $15.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.

  These terms and conditions must be acknowledged and agreed to before the booking can be finalized. The customer then went online and canceled the booking.  When canceling a reservation online, a customer is again advised of the cancelation policy and must accept the terms and conditions in order to process their cancellation.  The customer again acknowledged and agreed to the nonrefundable cancellation policy. We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/12/2023

  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 may 6th I reserved a room through reservation counter at the Hampton inn downtown ********* for a concert. check in June 15 out June 16. For a total charge of ******$ to my pnc banking account. In may 7th the concert was cancelled by the performer to be scheduled for a later date. I immediately tried to call and cancel the reservation which I was told was non refundable. This information was only disclosed after the booking confirmation was sent that it was not refundable. The concert was rescheduled for august 31 on may 11 so contact was made may **************************************************************************************************************************************************** excluded. I was told that they could move the reservation no problem and only disclosed that I would be still not be refunded the original fee charged and they would not transfer the amount paid but I would incur a second billing. They essentially communicated in a very accommodating manner to trap me into another 500$ charge. At this time I asked to be transferred to customer service who attempted to double talk me into a second booking and only disclosed I would be charged additionally after I directly asked. This business is operating in a predatory manner. They are not disclosing details of booking until after payment is made and then trapping you into the "sale" and no reasonable means are made to remedy circumstances out of the Buyers control. These are sleazy business practice at best and I feel as if they essentially have stolen ****** dollars from me. And then tried to essentially trick me into another 503 dollar charge. I feel they need to provide a refund for my room. That I am unable to use because of circumstances out of my control. Attempts were made directly to hotel to change reservation but they said their hands are tied due to the 3rd party not allowing them to change the reservation to accommodate my travel needs. They have essentially stolen my 500$

  Business Response

  Date: 05/18/2023

  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: 
  

  Each room in this reservation is subject to the following cancellation policy: This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Counter $16.99 USD 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 are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20051122
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/10/2023

  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.

  Planned a trip to *********** for August 2023. Planned 2 stops in ****** and one in ************* on the way to ********** **** First stop was to be ********** ** August 6th. May 4th called the Super 8 and the call went to the company called Reservation Desk. The gentleman who took the call spoke quickly and had an accent of sorts. The quoted price was $205.06/ Completed the rest of our reservations. On May 5th I noticed a charge put through my **** for $264.38. I had been charged ** funds. I called and spoke with **** and asked her why ** funds and why was I being charged already. She said because the reservation was for May 6th. I explained it was for August. She left me on hold and came back to tell me there was nothing they could do. The hotel would not refund so I was out of luck. It was May 5th, and the cancellation policy states it can be cancelled for a full refund prior to May 5th midnight. She said they couldn't cancel. I understood the service fee was unrefundable $15.99 ($22.36 in this case). I have reached out to **** for help. I also wrote BBB in ******* (it came up) but named Reservations.com incorrectly instead of Reservation Desk.com. I would sincerely appreciate any help. This feels so like a scam and I don't understand how they can get away with it. Others have similar complaints about this company. I asked them to go over the recording to see if I was at fault for the date or he was. Either way, there is no good reason why it couldn't have been cancelled in good time.

  Business Response

  Date: 05/16/2023

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth. ReservationCounter.com 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 ReservationCounter.com an independent booking service for top hotels.
  

  We have found that the customer requested to book a ********************.  The agent provided a complete recap of this reservation in which all the details of the reservation were reviewed. The agent informed the caller of the complete name and address of the property as ******************************************************** located at ************************************************************************ the caller that the reservation was for ****************Smoking room type, confirmed the dates of stay as checking in on 2023-05-06 and checking out on 2023-05-07, and informed the caller that the total price for this reservation would be $205.06 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  For cancellation before 5 May 2023 12:00 AM (hotel time): ********** Before Friday, May 5th, 2023 at midnight local hotel time (in ********), you may cancel your reservation for a full refund. For cancellation between 5 May 2023 12:00 AM and 6 May 2023 12:00 AM (hotel time): Between Friday, May 5th, 2023 at midnight and Saturday, May 6th, 2023 at midnight local hotel time (in ********), you are not allowed to change or cancel your reservation. If you cancel your reservation between May 5 and May 6, you will still be charged for the full amount. For cancellation after 6 May 2023 12:00 AM (hotel time): After Saturday, May 6th, 2023 at midnight local hotel time (in ********), you are not allowed to change or cancel your reservation. If you cancel your reservation after May 6, you will still be charged for the full amount. The Reservation Desk $15.99 USD 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.

  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. The hotel ******************************************************** collected payment for this reservation on 2023-05-04. Our company does not store credit card information or hold payments. ** 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. Please let ** know if you have any other questions. 

  Regards, 

  ReservationDesk.com

   

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20043194
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/04/2023

  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.

  ReservationCounter.com charged me three times for one room at Residence Inn by Marriott *** North Shore. Booking #R41329646638 on 4/9/23. My phone number was wrong on my email from them. The so called agent totally misunderstood me, gave the wrong type room after lying & telling me what he gave me the type of room I wanted. Refused to correct his mistake, charged me again $137.97(twice) without my knowledge & then by talking to the hotel desk charged me $273.67 for the room I wanted. The second unauthorized charge of $137.97 appeared the next day 4/10. He said hed give me a discount for his mistake & charged me $137.97 again without me knowledge. They were ******************** understand or speak English very well. His so called manager told me my complaint would be reviewed & resolved in 5-7 business days from complaints I made on 4/9 & 4/10. The hotel desk even explained to him what needed to be done. *** never experienced lying like that booking a hotel in my life. I received only one reservation email from them also which was the first charge of $137.97, no others for the other $137.97 & the $273.67.

  Business Response

  Date: 05/10/2023

  To whom it may concern, 

  Our records indicate that this booking has been cancelled and refunded in full. We have sent an email to the guest requesting more information about the charges in question. We are waiting to hear back. Please let ** know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/04/2023

  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 logged on to Staybridge suites website attempting to make a reservation. My credit card was not accepted. I called the number on the screen and they answered would you like to make a reservation at Staybridge and answered yes with the stipulation that I can get the same room that we had last year due to our service dog. He asked me for all of my information and guaranteed the same room. I then received a confirmation from reservation desk.com not Staybridge, for a completely different hotel; Home2 suites by Hilton. I called immediately informed them of the error and that their employee represented himself as a Staybridge employee and book a different hotel. I was told "Sorry no refunds or cancellations" I cancelled it with Home2 suites but they could not refund due to 3rd party ******. total scam I am out $1200. I reported it to Chase

  Business Response

  Date: 05/10/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. Our records indicate a full refund has been approved for this customer. An email was sent to them with these details. Please let ** know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/02/2023

  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.

  This is the worst company ever. Extremely deceptive advertising. My husband accidentally clicked on this companies website instead of the hotel when booking a reservation for 1 night to visit my daughters new college for an orientation a month from now. He had no idea he was not booking through the hotels "reservation counter." It even contained the hotels logo. Now because of a mandatory graduation event we had to change the orientation date and called the hotel where we learned we had made reservations with a third party. I called to cancel or change the date and they told me they could not do either because my reservation was non-refundable. Keep in mind the hotel is fully booked for the date I reserved and has availability for the date I now need. Super deceptive and I will be reporting them to the BBB as well as looking into class action law suit.

  Business Response

  Date: 05/10/2023

  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: 
  

  This ******************** is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Counter $15.99 USD 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. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/01/2023

  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.

  I am being charged a fee for a mistake(is it though?) in their booking system where the wrong date was booked and I had to cancel. I booked for April ***** 2023 and when I received the confirmation email, the date had been changed from to April 15 to 16. I am glad I noticed it because had I not, I would have shown up without a reservation or a bed to sleep in. My original date was unavailable, but instead of clearly stating that on the booking page, the system just picked a different date! I called customer service and was told that the booking fee of $15.99 was non-refundable and that it says on their booking page. I checked the booking page and there is no mention of a non-refundable fee until AFTER you book. This is deceptive and no wonder there is a 1.5 star rating for this business.

  Business Response

  Date: 05/10/2023

  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: 

  Free cancellation until 12 April 2023 06:00 PM (hotel time). Cancellations made after 12 April 2023 06:00 PM (hotel time) will result in a $431.22 USD fee. The Reservation Counter $15.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

  These terms and conditions must be acknowledged and agreed to before the booking can be finalized. The customer then went online and canceled the booking.  When canceling a reservation online, a customer is again advised of the cancelation policy and must accept the terms and conditions in order to process their cancellation.  The customer again acknowledged and agreed to the nonrefundable service fee as part of the cancellation policy.

  As a courtesy, we are refunding this service fee to the guest. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com
  
  

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20004958
  
  I am rejecting this response because: This is blatantly false. None of this information is made available to the consumer until AFTER the booking has been made. This company is fraudulent and should be shut down immediately.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/01/2023

  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.

  April 25,2023 I was duped into believing I was talking to hotel directly in morning. When I asked if it was the hotel itself, the girl said she booked for them. I could not understand the girl reading me their cancellation policy, even after second reading. She did not tell me that I was paying full price right away either. She did not tell me of any booking fees. Price quoted for 3 rooms for 6 nights was $5242. When I read the reservation after I hung up, I could not believe the cancellation fees! The policy, according to them, says the penalty for cancelling is $** **** per room(for the 6 nights)-which comes to $4287 **-much more in ******** money. Phoned back pretty well right away to cancel. The transaction had already gone thru on credit card when I later checked. Total charge was in ** dollars -converted to ******** it now was $7247! They have a way of speaking unclearly and their phones seem to get scrambled when important information is given. Why am I being charged in ** dollars when the hotel is in ****** and we live in ******?? Have been sending them numerous e-mails requesting my money back, as well as phoning them. They keep insisting that I agreed to the policy. I would have never agreed to such a cancellation policy, as we are seniors in our 70's. They have agreed to pay ** back the smaller amount for the one night's reservation for Aug 25th, but have not done anything about the 5 days booking for Aug.11-15th. I have not received that promised money yet for the 25th. This is a very misleading company that should be shut down, as I see there are many other complaints. They also lie, because when I asked the girl if reservations were refundable, she assured me they were...not realizing yet what their cancellation policy was. Also, the rooms were not quite the type that she told me were booked.

  Business Response

  Date: 05/10/2023

  To whom it may concern, 

  Upon review of the customers reservations, we see that both have been fully refunded. There was initially a cancellation fee charged when the customer cancelled the bookings, but our support team worked with our hotel partners to ensure that the fees were returned to the guest. Please let ** know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20004856
  
  I am rejecting this response because: This business still owes ** $315.90 CDN, and that does not even include the $22.24CDN booking fee they charged us. The total amount they charged was $7247.17CDN and they credited our credit card $6931.27 CDN. They still owe ** $315.90 CDN. We have already sent them a printout of our credit card statement twice (May 7th and May 9th) showing what is still owed to **.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/15/2023

  To whom it may concern, 

  The charge was made in USD and was fully refunded in USD. The supplier has advised that any discrepancy would be due to currency exchange, which they have no control over. Please let ** know if there are any other questions. 

  Regards, 

  ReservationCounter.com

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20004856
  
  I am rejecting this response because: First of all, we were not told that the whole price of the reservations were being charged on our credit card when we did the reservations. We thought by giving our credit card number, we were just holding the rooms like we normally do at hotels....like we have done many other times in the past. We were NOT TOLD that they would be debiting our Credit card all at once, NOR ASKED about paying for it all at once. We are also ******** wanting to have booked a hotel in ******. It does not make any sense at all that we should have paid in ** dollars! It is not our fault that the dollar has fluctuated. It is Reservation Counter's fault for having charged our credit card in the first place, and in ** dollars on top of that!!! They owe ** all our money back...another $315.90 CDN. 
  
  Sincerely,
  
  ****** and *********************

• Initial Complaint

  Date:05/01/2023

  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.

  I am currently disputing this charge of $686.96 on my National Education Association Visa Signature card, Bank of America. Their current communication to me March 27th, 2023, was that they are issuing a temporary credit to my card, however, it is still one of my charges. My original intention was to book a reservation at Calloway Gardens located in Pine Mountain, Georgia for myself, husband, son and daughter in law. I researched the internet and saw a phone number for reservations. I called the number assuming I was talking to reservations at Callaway Gardens. I was not. It was Reservation Counter, out of Utah. At the time I requested a cabin with two bedrooms for four adults, no children. I later received an email from ReservationCounter stating the reservation was for one two adults and one“room.” I had asked the agent several times if the accommodation was a cabin with two bedrooms and he assured me it was. It was not! I called back and tried to cancel, but was told I could not cancel or have my money refunded! He had previously assured me I had until June 30th to cancel. I then discovered I was not talking to Calloway Gardens reservations when I called Calloway Gardens directly. They also told me that there was no reservation in my name! After several attempts to refund my money and “Reservation Counter” had to “refer to their reservation team for 3 to 5 days,” their final decision was to not refund my money. Please help me to get my money refunded from this bogus company.

  Business Response

  Date: 05/10/2023

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. We are currently working with the hotel property and the payment merchant to get the cancellation penalty fee waived on behalf of the customer. As soon as we have a final resolution for this guest, we will update accordingly. Please let us know if there are any other questions. 

  Regards,

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

  Customer Answer

  Date: 05/11/2023

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

  Although the response from Reservation Counter sounds good in that they are “working with the hotel property and the payment merchant to get the cancellation penalty fee waived on behalf of the customer.” The hotel does not have such a cancellation penalty and I have been trying to have my money refunded from Reservation Counter for the last few months.

  Also, when I made the reservation on 2/28/2023, I had requested a cabin with two bedrooms for myself and husband and our son and daughter in law.. I cancelled the reservation within the hour due to my confirmation email stating that the reservation given me was for one room and two adults.

  I am requesting a full refund of $686.96

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

  Business Response

  Date: 05/12/2023

  To whom it may concern, 

  We understand the customers concerns. We are currently waiting for the Reservations Manager to provide us with written approval for a refund, which can then be taken to the supplier with the refund request. As soon as we have final resolution, we will follow up again.

  Regards,

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

  Customer Answer

  Date: 05/15/2023

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

  Although the response sounds encouraging for me to receive the refund of $686.96 that I am owed, I have called several times and asked to speak to a manager. I was told that the refund request would have to go to their “reservation team” to discuss, and this would take three to seven days for an answer from the team. Each time, the “reservation team” has denied my refund. I am requesting my refund in full.

  Thank you.

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

  Business Response

  Date: 05/18/2023

  To whom it may concern, 

  We do understand that the case has not been fully resolved yet. We are still working with our hotel partner and will provide a final resolution as soon as possible. Please let us know if there are any other questions in the meantime. 

  Regards,

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