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.

close

Find a Location

Reservation Counter, LLC has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/25/2025

  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.

  On June 26, I booked a hotel reservation through reservation desk.com for September of this year. I wasn’t sure if I wanted to go ahead with the reservation but the man on the phone said as a courtesy he would allow a no charge cancellation of the reservation should I change my mind. I even confirmed this with him and he said at least 3 times that he would book it as a full no charge cancellation. So I agreed to book it.
  When I got the email confirmation it stated no cancellations were allowed. I called back and explained this and they said that someone would listen to the conversation and get back to me by July 7. I never heard back and so I called again on July 8. I was told they would send it to someone higher up and get back to me in 24-72 hours. This did not happen either. I called back a third time and was told the exact same thing…that they would call me back in 24-72 hours. Finally I got an email response saying they will mail me a cheque but they already billed my credit card on June 26. I emailed them back and asked for a return on my credit card and that I wasn’t going to wait for a cheque to be mailed. They’ve had my money since June 26 and soon I’ll be paying interest on my credit card for it. I’m waiting for my money back so I can book another hotel for September but now I’m left waiting. After emailing them back, I once again have not heard anything back. Very poor service, I’m sorry to say and I’m not usually a person to complain at all.
  Thanks in advance if you can help out at all.

  Business Response

  Date: 08/04/2025

  To whom it may concern,
  

  Thank you for bringing this issue to our attention. We made a phone call to the guest and came to a an acceptable resolution.
  

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 08/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23647495, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:07/18/2025

  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.

  On 7/13/25- I called who I thought was the actual hotel resort, reservation Desk regarding a 2-bedroom hotel suite. I specifically told the lady what I was looking for and she assured me I was booking a two-bedroom suite. I asked her a couple times if she was certain and even asking if each bedroom had its own door. Again assured me yes. On 7/15/25- I called the hotel directly after looking at the confirmation to learn the lady lied to me and they don't even have two-bedroom suits. They didn't even have a reservation under my name. I called back to reservation desk and they would put in a request to cancel due to the lady misrepresentation and they would listen to the call. On 7/16- I called back and was told an email was sent to the hotel requesting for a refund. On 7/17- a representative told me the hotel only approved a partial payment. However that was not the case, the hotel informed me they didn't keep any of my money and sent a full refund. The reservation desk is inconsistent and misrepresents the hotels they do business for. I want a full refund and additional credit because I have to borrow money to book a hotel for my husband birthday that we could potentially miss.

  Business Response

  Date: 07/22/2025

  To whom it may concern,

  Thank you for bringing this issue to our attention. We have reviewed the sales call and located an error in the process we require of all sales agents. A 50% refund was approved by our hotel partner. We are offering the guest the other 50% as an out of pocket refund. We have been in contact with the guest about this refund. 

  Our finance team is currently in the process of issuing this refund. An email confirmation from our finance team should be received by the guest in the next 3 business days. 

  Regards,

  ReservationDesk.com

  Business Response

  Date: 07/22/2025

  To whom it may concern,

  Thank you for bringing this issue to our attention. We have reviewed the sales call and located an error in the process we require of all sales agents. A 50% refund was approved by our hotel partner. We are offering the guest the other 50% as an out of pocket refund. We have been in contact with the guest about this refund. 

  Our finance team is currently in the process of issuing this refund. An email confirmation from our finance team should be received by the guest in the next 3 business days. 

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 07/22/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23618717, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Customer Answer

  Date: 07/22/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23618717, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/07/2025

  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 occurred between 12:30am-1:30am Hawaii Standard Time on June 25th, 2025. When I was purchasing the hotel, the representative told me multiple times on the phone that I would be able to check in early within ***** minutes of the phone call. That is the reason I booked the reservation i only needed the room for that same night. When I arrived at the hotel, the hotel informed me that they I wasnt able to check in early and that I had to check in at 3pm. I tried calling back to cancel my reservation and the agent I spoke with escalated the issue. On July 2nd, 2025 i received an email from the escalation team stating that the reservation was non-refundable and that the hotel refused to refund my money because they have a no-cancellation policy. However, the hotel did not do anything wrong. The mistake was made with this company when the agent told me multiple times that I would be able to check in that night and within ***** minutes of the initial phone call. He did read the cancellation policy to me but also said multiple times on recording that "he had to read it verbatim but it isnt true id still be able to check in ***** minutes after the phone call." Please resolve this and refund my money. The hotel was *********************. I never used the room and was lied to during placing the reservation.

  Business Response

  Date: 07/11/2025

  To whom it may concern,

  Thank you for bringing this issue to our attention. We conducted a thorough review of the call recording. We were able to locate an error in the transparency we require from sales agents. We have sent an email to the customer offering a full refund and are awaiting to hear back.

  Regards,

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

• Initial Complaint

  Date:07/01/2025

  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 5/10/25 I called Reservation Counter to book 2 rooms for 6 nights. I spoke to "Will" and asked him repeatedly if I cancel do I get a refund. He said as long as I cancelled before 5/13/25 I would get a full refund. I cancelled within 15 minutes. Now they are telling me they have a no refund policy. I called again on 6/28/25 and talked to "***". I asked him if I made a reservation what time period did I have to cancel with full refund. He said I had until 6/30/25. Talked to their customer service, "****", again after 2 people told me dates I had to cancel by. They are still telling me they have a no refund policy. I have tried to resolve this with the company and filed a complaint with my credit card company. They are charging me $2335.82 that they will not refund after telling me I could get a refund. This is fraud!

  Business Response

  Date: 07/10/2025

  To whom it may concern, 

  Thank you bringing this very serious situation to our attention. We are currently opening an investigation. We will be in touch with the customer via email when we are able to provide a final resolution. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 07/10/2025

  
  
  Complaint: 23545324
  
  
  
  I am rejecting this response because: I will not be satisfied until they refund my money 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 07/17/2025

  To whom it may concern,
  

  Thank you for the opportunity to respond. We have sent the customer an email offering a full refund and are awaiting to hear back.
  

  Regards,
  

  ReservationCounter.com

• Initial Complaint

  Date:06/30/2025

  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.

  FACTS: On December 27, 2024 we contacted the Hampton Inn in Lufkin, Tx. We were told there were no rooms and they gave us a phone number of a hotel that had rooms. We called the number given and made reservations with the Hilton Garden Inn in Houston. Later we found we were talking with a third party called Reservation Counter. When we spoke to them they did not identify themselves as such and charged our credit card for $414.89(room, taxes and fees). When we checked out of the Hilton on January 7th we were told we owed $313.32 for our January 3 to 7th stay. We told the Hilton staff that we paid at the time of the reservation. The Hilton did not received a transfer payment from the Reservation Counter grp and therefore had to re-charge us their fee of $313.32. We paid it. In Feb our credit card statement showed both charges. We filed a dispute on March 3rd with the credit card company and the charge was removed. On March 13th we received a letter from our credit card company stating the merchant (Reservation Counter) gave supportive information for their charge (was this false info??). The charge was reapplied to our account. We began communicating with the Reservation Counter via phone & emails. We have kept track of all this. We still have no refund and do not appreciate the burden of proof of them paying the Hilton is on us. The Hilton Inn continually states they only received our payment and nothing from the Reservation grp. There are several complaints on the internet about the same thing happening to others. As of today, June 30th we have not received a refund and the Hilton has not been paid by them either. So why do they get to keep our and other customers money for services they did not render. Thank you

  Business Response

  Date: 07/07/2025

  To whom it may concern,
  

  Thank you for bringing the customers concerns to our attention. Initially, we reached out to our hotel supplier, who is the merchant of record, about this issue with the payment. We were advised that they would process a full refund. Unfortunately, due to the dispute, the refund was not able to be processed. We recommend the customer contact their financial institution to get this resolved.
  

  Regards 
  

  ReservationCounter.com

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: 23537568
  
  
  
  I am rejecting this response because: we believe the following response from Reservation Center is fraudulent to the credit card company, you and us: Thank you for bringing the customers concerns to our
  attention. Initially, we reached out to our hotel supplier, who is the merchant
  of record, about this issue with the payment. We were advised that they would
  process a full refund. Unfortunately, due to the dispute, the refund was not
  able to be processed. We recommend the customer contact their financial
  institution to get this resolved.  Regards  ReservationCounter.com 

  BECAUSE the Hilton Garden Inn has repeatedly said they did not received a digital or any type of payment from this company. The only payment they received is the $313.32 charge paid by our credit card.  The manager encouraged me to relay that interested party to call the Hilton Garden Inn for confirmation of this fact. 

  In addition, the Reservation Center gave information to our credit card company to dispute the removal of their payment (no idea what they told the credit card company) but they convinced the credit card company to put the charge back on.  The credit company will not take the charge off a second time.  WE HAVE NO PROOF from the Reservation Center that they paid the bill ever. Please have them give you PROOF they paid the bill for our stay at the Hilton Garden Inn. We are left with the Reservation Center charge for a service they did not render. 

  Sincerely,

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

• 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.

   
  
  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: 06/11/2025

  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
  
  

  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

  Customer Answer

  Date: 06/18/2025

  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: 06/26/2025

  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,
  
  
  
  ******* ** *****