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 84048-5717

• 

  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:08/21/2025

  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.

  8/4/25 I made a reservation for Motel 6 with the total cost of 248.31. When my daughter and I showed up there, the lobby was dirty and stunk. The rooms stunk and the hallway, the floors were sticky in our room. The bathroom facilities were disgusting and the smell was horrible. I would not let my pet stay in that room.That's how dirty it was. I have never been to such a dirty smelly, disgusting motel in my entire life. We picked our bags up and left the room. I took the room key to the front desk and said that we're leaving.This place is so dirty. I wouldn't be surprised if there were bed bugs in this facility, but I wouldn't have firsthand knowledge of that. I don't feel as though we should have had to pay for those rooms and I feel that we should be refunded because of the filth. MOTEL 6, *** ********* **** ******** ** ****** ************

  Business Response

  Date: 08/27/2025

  To whom it may concern,

  We regret to hear about the customers experience at Motel 6 Portland. Reservation Counter does not own or operate this property; however, we did submit a refund request on the customers behalf. Motel 6 has declined the refund, and unfortunately, we are unable to override that decision. While we cannot issue a refund directly, we encourage the customer to continue pursuing the matter with Motel 6 Guest Relations.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 08/28/2025

  
  
  Complaint: 23777593
  
  
  
  I am rejecting this response because:
  

  I left this motel and returned the key within 10 minutes of walking in the room. They could have rented it out again  so essentially been paid twice for the same room. As I previously said,  the motel smelled and was dirty when we walked in. The room smelled horrible, floors were sticky and bathroom was disgusting. I would not have been at all surprised if there were bed bugs. I honestly think the health department should make an inspection there. It is not healthy. 

  Sincerely,

  
  
  
  ***** ******

• Initial Complaint

  Date:08/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reservations counter is completely unaffiliated with my hotel and misrepresents itself to guests as they are booking directly with my hotel. They do not have the authority to take reservations, card information, or payments as we are a "hotel collect" company even with Expedia and Booking.com affiliates. Reservations counter should cease and desist immediately regarding listing or attempting to falsely represent my company.

  Business Response

  Date: 08/26/2025

  To whom it may concern,

  We take all complaints seriously and appreciate the opportunity to clarify this matter.
  

  ReservationsCounter.com is an online travel agency and a registered third-party booking platform that works with various hotel inventory providers, including online travel agencies (OTAs), affiliate networks, and wholesalers. We do not claim to be the hotel directly, but instead operate transparently as an independent travel website offering hotel bookings to consumers.
  

  That said, we acknowledge the concern that a guest may have believed they were booking directly with the property. To help prevent this, we clearly state on our website and in call center communications that we are an independent travel service—not the hotel itself. We also include this disclaimer in booking confirmation emails and receipts to further ensure transparency. If there is a specific reservation in question, we kindly ask the hotel to provide the customers details and we are more then happy to investigate that specific case in depth for any errors or misunderstandings.
  

  If the hotel is listed on an affiliate or distribution channel (such as Expedia Affiliate Network or Booking.com’s affiliate program), the hotel's inventory is being made available to us through those networks.
  

  if the hotel prefers not to be listed on our platform under any circumstances, we are more than willing to respect that request. We kindly ask that the hotel reach out to their specific OTA’s and make that request. Once we receive word from our partners to remove the property we will take prompt steps to remove said property from any future listings.

  Regards,

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

  
  

• Initial Complaint

  Date:08/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Reservation Counter about booking at Park-Sleep-Fly in *********. They quoted a good price, and I booked it. Despite that they were clearly informed of my NEED to park 12 days, they LEFT the parking fee OFF my quote--which I ONLY discovered after I had made the reservation!When I cancelled they charged me $17.99 "service" fee.The agent was CLEARLY deceptive in NOT including parking charges!!

  Business Response

  Date: 08/26/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention. We have reviewed the call recording to make sure no errors occurred and no coaching was necessary for the agent that handled this interaction.

  We found that approximately 56 seconds into the call, our agent informed the customer parking was free while the customer was at the hotel, but $10 USD everyday after for extended parking. The customer agreed and they continued with the reservation process.

  It is important to note, that this reservation has been cancelled free of charge. As a one time courtesy, and due to the frustrations/misunderstanding endured, we are happy to waive our non refundable service fee.

  If the customer has any additional concerns, we are happy to look into them.

  Regards,

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

• Initial Complaint

  Date:08/11/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to schedule a reservation on 7/16/2025, the representative informed me after asking her three different about the amenities with the package relevant to the trip I was planning. During this time the representative went over a scripted list of all the inclusive items coming with the package. After driving several hours to the destination to find out it was all an illusion. Nothing came with the hotel stay and the hotel treated us horribly. We ended up staying at the hotel 12 hours appose to three days due to the deception from Reservation desk or now its changed to Reservation Counter. We were basically scammed. All we want is the money back we were due to having to leave the hotel and not get anything we allegedly paid for. They company keep saying they are going to call us back and we have not heard anything from the,

  Business Response

  Date: 08/19/2025

  To whom it may concern,

  Thank you for bringing this complaint to our attention. We have conducted a thorough investigation and came to a resolution that we hope is acceptable to the customer.

  When the customer called our support team on July 16th, 2025, they expressed frustration that breakfast is not free at the hotel and that waterpark wristbands were not included in the total. We called the hotel and confirmed that breakfast is in fact free.

  We informed the customer if they could provide us a receipt, we would be happy to reimburse them for the total cost of the wristbands. We were informed that the customer was not going to utilize the waterpark.

  Due to the above circumstances, we offered the guest a partial refund but are unable to offer a full refund. We have sent the customer an email with an offer and are awaiting to hear back.

  ReservationDesk.com

  Customer Answer

  Date: 08/19/2025

  
  
  Complaint: 23733799
  
  
  
  I am rejecting this response because:
  
  The company has made several false statements, I never said the hotel did not have free breakfast. My concern was the stay at the hotel and the treatment we received. We only stayed there 12 hours and was booked for three days. We were basically robbed and misled and the story keeps changing each time this company have a conversation with me. They offered me a refund of 46.00 and I paid 466.00 to stay at that hotel and not to include the poor hospitality and travel getting there after being misled by this company’s employees that is on a recorded line. I have never dealt with this type of unprofessional behavior in my life.  My next steps to get an attorney. 
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 08/26/2025

  To whom it may concern,
  

  Thank you for the continued feedback.
  

  We want to clarify that our team conducted a thorough investigation, including a review of the call that took place on July 16, 2025. We acknowledge there may have been a misunderstanding or miscommunication regarding the package inclusions, and we sincerely apologize for any confusion this may have caused.
  

  We want to clarify we are not responsible for the hotels management as a third party booking company. While we were able to confirm directly with the hotel that certain amenities, such as breakfast, were included at no additional cost, we understand the concerns were broader and involved the overall quality of service and experience during the customers stay.
  

  As a gesture of goodwill, and in light of the dissatisfaction expressed, we have reviewed this matter again with our management team. While we are unable to offer a full refund due to the fact that the booking was utilized and the hotel was available for the full reservation dates, we are willing to offer a refund equivalent to one night of the customer's stay. This goes beyond the initial goodwill offer previously extended.
  

  We believe this is a fair and reasonable resolution given the circumstances, and we hope it demonstrates our commitment to making this right to the best of our ability.
  

  If the customer would like to accept this revised offer, they need to respond to the email or contact our customer care team directly so we can process the refund promptly.

  Regards,

  ReservationDesk.com

  
  

  Customer Answer

  Date: 08/28/2025

  
  
  Complaint: 23733799
  
  
  
  I am rejecting this response because: I will be willing to accept the one night stay you are offering but i first need to see what that amount is. Because this is very unfair. You fail to understand we lost a great deal of money trusting the word if your company that let us down. You keep mentioning free breakfast every holiday in offer free breakfast. I want what was promised to me by your representative who handled the call. I will never frequent this company again. This is really sad. We just gave away free money. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told upon booking that for $30 I would guarantee my ability to cancel my booking with a full refund. I call 24 hours prior to arrival of the hotel and am informed by "******" that not only can i not cancel my booking, and not only can i not get a refund, but that this company does not offer full refund fees options. Three lies in one sentence.

  Business Response

  Date: 08/04/2025

  To whom it may concern,

  Thank you for bringing the customers issue to our attention. We have conducted a thorough review of the call recording.

  We found that the agent on this call was originally booking the customer for a non-refundable rate. The agent informed the caller that he could add a cancellation policy for an extra $30.00. The customer agreed. At this time the cancellation policy was not discussed further.

  Before booking the reservation the agent did a recap, informing the customer of all the reservation details. The agent did read the cancellation policy verbatim which states:

  Cancellations made before July 28, 2025 at 12:00 AM (hotel time) qualify for a full refund. There are no refunds for no-shows, early checkouts, or cancellations made after July 28, 2025 at 12:00 AM (hotel time). The Reservation Desk $17.99 fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.

  Please note our company does process refunds. If the refund is approved by hotel and our supplier, the funds are put directly back onto the original form of payment. If there was a mistake on our end, we reimburse the customer, out of pocket, through check or e-payment.

  Since there was no agent error we are unable to offer any refund aside from our 17.99 service fee.

  Regards,

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

  Customer Answer

  Date: 08/05/2025

  
  
  Complaint: 23664500
  
  
  
  I am rejecting this response because: "We found that the agent on this call was originally booking the customer for a non-refundable rate. The agent informed the caller that he could add a cancellation policy for an extra $30.00. The customer agreed. At this time the cancellation policy was not discussed further." Since i did in fact pay for this cancellation policy" i do expect a full refund and the final man i spoke with "******" lied outright about what i was told and promised. Since this was confirmed i will reach out to my credit card company and legal department to pursue further action. A full refund is expected. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/26/2025

  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.

  This company tries to present itself as the reservation point for the hotel. A $17 service fee was not disclosed till the end. Their policy of no cancellations and no reservations was not disclosed in the reservation confirmation submitted to me online. The agent I talked to about changing the reservation 5 days before the reservation said he would check availability and get back within the hour. He never called back. In my follow-up call to another agent and his manager I was told the policy was no cancellations and no reservation changes, not disclosed in the reservation confirmation.

  Business Response

  Date: 08/04/2025

  To whom it may concern,
  

  Thank you for the opportunity to review this case. Upon review of this reservation, we have found that this reservation was booked online. During the online booking process, the customer must click on one of our ads to be directed to our website. We are an independent booking agency and book hotel reservations for over 200,000 hotels worldwide. The customer selected their location, room type, and dates of stay prior to booking the reservation.  These details are provided to the customer prior to them entering their credit card information and confirming the reservation.  The customer is also provided with 3 separate opportunities during the booking process to review all the terms and conditions of the reservation including the cancellation policy. The cancellation policy on the reservation chosen by the customer states: 
  

  Add cancellation policy
  

  These terms and conditions must be acknowledged and agreed to before the booking can be finalized.

  When the customer called in and spoke to a supervisor, the call was disconnected by the customer while the courtesy penalty waiver option was being explained.

  Regards

  ReservationDesk.com

  
  

• 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:07/21/2025

  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.

  In April 2025, I reserved a hotel room in Cambridge Ontario through Reservation Desk and the total amount of the invoice was CDN $301.94. I wrongfully assumed that I would be charged in Canadian dollars since the hotel room is in Ontario Canada and I failed to notice that they billed me in US dollars. I called the company several times and each time a customer service officer said they would refund me the difference being approximately $101 Canadian. The last time that I spoke to them was on May 8 at 2:56 PM and the fellow’s name was ****** who indicated to me that the matter was escalated and I should receive a refund in the next week. No response thereafter was received, and I accepted the loss due to my own lack of attention to the confirmation email.No further communications were held. I am submitting this report for information purposes only so that others may be forewarned and not do what I did..

  Business Response

  Date: 08/19/2025

  To whom it may concern,

  Thank you for bringing this error to our attention. As an international booking agency, our agents have the ability to charge in different currencies. It appears in this case, unfortunately, the wrong currency was selected.

  We want to do everything we can to make the customer whole. We have sent the customer an email requesting a mailing address so we can send them a check for the currency exchange rate.

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 08/21/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23632693, and find that this resolution is satisfactory to me.

  The business has offered to mail me a cheque and wants my home address however, if they truly wish to rectify their error, I ask that they refund me the CDN $116 US exchange (ie, US$301 was charged to my Visa but this ought to have been CDN $301.00) charged to my credit card. by returning the $116 directly to my credit card. 

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

• Initial Complaint

  Date:07/18/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a call to a number that online indicated it was Hyatt Place Ocean City. After speaking to the lady and confirming multiple times that I had called the hotel directly and that this was NOT a third party and being assured it was the hotel directly I went through the reservation process. I was told the reservation was $463.67 and included a pet friendly room. One more times before I provided my card information, I asked to confirm this was NOT a third part and that I was booking directly with Hyatt Place Ocean City. To my surprise after booking over the phone I received via email a confirmation email from "reservationdesk.com". After reviewing the small print and links, I see that I will also be billed $200 for the dog AND was charged $514 per night. $51 more per night than agreed and quoted. When I found this, I tried multiple times to call reservationdesk.com and was unable to get through and had to request a call back. When they (I assume it was them as it was the only number which called after) called it was a spam number that my phone carrier blocked from being able to answer. I was unable to get ahold of anyone and began to research this company which proved to be scam. BBB/reddit all have bad reviews stating exactly what happened to me. I was not only deceived by the company claiming to be the hotel directly, I was charge significantly more than I agreed. To my surprise, my credit card is requiring payment as I provided the company my card number even though it was under the belief they were someone they weren't and for an amount less than I was charged. In further research, the hotel had a reservation through Expedia.com, however, Expedia has no record of this reservation. In addition the hotel sees the reservation was cancelled. Please help me get my money back, and this not to happen to anyone else.

  Business Response

  Date: 07/22/2025

  To whom it may concern,

  Thank you for bringing the customers issues to our attention. We conducted a thorough review of the call recording. We found that the correct total was quoted to the customer. However, we found that the pet fee was not. 

  Therefore, we are prepared to offer a compensation of the pet fee. We have sent an email to the customer offering a partial refund and are awaiting to hear back.

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 07/22/2025

  
  
  Complaint: 23621716
  
  
  
  I am rejecting this response because: I need the full refund in the amount of $1699.39. As previously mentioned, I was victim of fraud. I was told a certain amount per night, and billed significantly higher than I was quoted. I was assured over and over this was the hotel directly. I also, tried to contact them as soon as I realized they charged a higher room rate and when they called me back, it was from a JUNK number which my phone company does not allow me to answer. I even tried to email them without a response. When confirming online, reservationdesk.com was a scam, and I had been lied to and deceived, I began to panic. I was told by the Hyatt Place directly (for real this time) there would be even more fees (parking, nightly charges, pet fee etc.) I feared my credit card and other funds being charged or compromised. I book my reservation directly with the hotel (for real this time), to insure several things, first, that I was not scammed out of any additional money and second, that I would have a reservation once I arrived. The hotel advised the reservation was through Expedia, however, when contacting Expedia, there was no reservation in my name or number. Again, I want a full refund ($1699.39) of my fraudulent charges, which I was lied and deceived into believing was the hotel when it was not and again at a much higher rate than agreed. If you reviewed the recording you will know I asked multiple times and was assured this was the hotel directly. You will also know the room rate was $463, not the $514 you billed. 

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

  Business Response

  Date: 07/30/2025

  
  To whom it may concern,
  

  Thank you for the opportunity to respond. This case has been re-reviewed at a corporate level for quality assurance.
  

  We require all agents to answer the phone call with a verbatim statement. “Thank you for calling Reservation Desk, an Independent travel agency.” This was done clearly and in a manner that could be understood. At no point during the call did the customer inquire about whether or not they were speaking to the hotel directly.
  

  At the end of each sales call, before completing the booking, we require agents to go over all relevant information. The hotel name, address, dates of stay, room type, customer name, cancellation policy, and total price must be disclosed. We found that this was done in a manner that could be clearly understood. 
  

  The only error we were able to locate in the call was related to the agent not disclosing the pet fee. We are prepared to reimburse the customer for this fee as previously stated. 
  

  Lastly, Carriers, such as T Mobile, Verizon, etc..., will mark a DID number as SPAM if customers are reporting them, or if the DID shows to have high levels of volume that are not answered.  This is something that we cannot control.  Customers have to work with their phone provider to tell them that our DID is not SPAM and they want the phone call.  We also work with our phone provider to try to unblock our DID when it is reported.  But, it is ultimately up to the phone carrier if the mark numbers as SPAM.
  

  Due to the reasons listed above, and the non-refundable cancellation policy associated with the booking, no full refund can be offered. We have sent an email to the guest offering a reimbursement of the pet fee and are awaiting to hear back. 
  

  Regards,
  

  ReservationDesk.com
  

  
  

  Customer Answer

  Date: 07/31/2025

  
  
  Complaint: 23621716
  
  
  
  I am rejecting this response because: I know without a doubt I asked multiple times if I was speaking to the hotel directly so this company is continuing to lie. Please send the recording of the call. 

  Regarding the amount being disclosed at the end of the call, I will say the agent did advise a total amount, AFTER confirming the nightly rate was $463. I didn't realize I couldn't trust that the amount provided would included the approved and agreed upon nightly rate. As mentioned it was only after I received an email with an invoice break down I was able to confirm it was NOT the nightly rate we agreed on. Again, send the recording and this can all be confirmed there as well. 

  Regarding spam, and my phone company being the ones who block it. I don't disagree and it is blocked because reservationdesk and the number that called me is fraud and they're protecting their clients. This would have all been avoided however, if the phone was just answered by reservationdesk when I called. OR even a response was provided from the email I sent.

  Lastly, the hotel had no reservation through reservationdesk and did not know who they were. 

  And again it was only after I received the email that I realized it was fraud and I had been lied to and deceived about who I was speaking with. Once I was able to confirm and do my research it became extremely clear and any one who looks online can confirm this company is a fraud and does these exact things to all their customers. BBB even has multiple complaints on this company as well. 

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

  Business Response

  Date: 08/06/2025

  To whom it may concern,
  

  Thank you for the opportunity to respond. We understand the customers' request for a copy of the call recording. Our recordings are used only internally and can not be shared. We do apologize for any inconvenience this may pose, but rest assured that the customers call was reviewed and their specific concern was addressed. We were unable to locate any error regarding the pricing of the reservation or the agent misrepresenting our company.
  

  The reservation did not show as from Reservation Desk because we do not contract with any hotels directly. 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. The reservation would have shown as coming from our hotel partner, not us.
  

  While the full refund has been denied, we are at any point prepared to offer the customer a refund of the pet fee.
  

  Regards,
  

  ReservationDesk.com
  

  
  

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23621716
  
  I am rejecting this response because:

  This is not a satisfactory and I do not approve or agree to this. As I have said repeatedly, this is fraud. I was lied to and deceived into believing this was the hotel directly. This is FACTS and I know without a doubt. You telling me that it was reviewed and not asked multiple times is as much of a lie and deception as you all telling me that you were the hotel directly. This complaint needs to be escalated and a full refund sent to me. I have sense confirmed the hotel was never paid for my reservation through ******************************* or any third party. After being unable to reach reservationdesk.com to see why they lied to me and fraudulently billed my credit card, for the nightly amount much more than agreed on I began researching and able to confirm this was a SCAM. However, as a single mom who is going through a nasty divorce and my children were looking forward to this vacation, I could not let them down anymore. I had to contact the REAL hotel directly and book through them. This reservation was never utilized, it was WAY more than it was with the hotel directly, and I NEVER agreed to let a third party charge my card an amount higher than they quoted. If this is not something the company with do I need to know if BBB can assist or if I need to take this to an attorney. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 08/21/2025

  To whom it may concern,
  

  Thank you for the opportunity to review this case again. As previously stated, there was no error in us disclosing the total price or misrepresenting our relationship to the hotel. The $200.00 USD refund remains pending in our system and can be accepted at any time by the customer responding to our email. 
  

  Our hotel partner was charged for this reservation.
  

  As there was no error regarding the claims of the customer, no full refund can be offered.

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23621716
  
  I am rejecting this response because: You are continuing to lie and deceive. You all absolutely lied and said you were the hotel (on more than one occasion) AND lying as you for sure told me a different price per night. The hotel confirmed they did not get paid for that reservations and I demand a full refund. Who is the hotel partner?
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 08/27/2025

  To whom it may concern,
  

  We appreciate the continued opportunity to review this case. We understand the seriousness of the customers concerns and recognize that they disagree with the outcome of our investigation.
  

  After multiple reviews, our internal ***************** team has confirmed the following. 
  

  The required company introduction identifying Reservation Desk as an independent travel agency was provided at the start of the call, in accordance with our compliance standards.
  
  The total price of the booking, including taxes and fees, was disclosed and confirmed prior to payment authorization.
  
  The only error identified in the call was that the pet fee was not disclosed, for which we have extended a reimbursement offer of $200.
  

  We fully understand that the customer disputes these findings. However, our review did not reveal any evidence of fraud, misrepresentation, or undisclosed charges beyond the pet fee. The booking was made under a non-refundable policy, which remains in effect.
  

  While we regret that this outcome does not align with the customers expectations, we must respectfully maintain our position. The $200 reimbursement for the pet fee remains available should the customer wish to accept it.

  Regards,

  ReservationDesk.com

  
  

• 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,
  
  
  
  ****** *******