Complaints

This profile includes complaints for Reservation Counter, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Reservation Counter, LLC

  4700 W Daybreak Pkwy Ste 100N South Jordan, UT 84009-5130

• 

  Reservation Counter, LLC

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

• 

  Reservation Counter, LLC

  2961 W Maple Loop Dr Ste 160 Lehi, UT 84048-5717

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:07/21/2025

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

• Initial Complaint

  Date:07/10/2025

  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.

  Website malfunction when hotel reservation was booked, giving us a reservation outside of *****************. Immediately contacted both ReservationDesk (within minutes) and was told it was a fixable issue. Hotel also said the same. Neither fixed the issue. Ended up booking another hotel in the correct location. ReservationDesk was rude and hostile on phone although they sent two emails indicating they were working on a resolution. They weren't. We ended up disputing and during this process, ReservationDesk claims we received an email from Reservation Counter (which was shut down by the **** and that the reservation was booked through Web Beds. Nothing on the hotel or booking website displayed anything about Web Beds. The issue could have been fixed and it wasn't. This is a scam operation that refused to assist. We followed all protocols to resolve this and they would not help.

  Business Response

  Date: 07/17/2025

  To whom it may concern,
  

  Thank you for bringing the customers' concerns to our attention. We have conducted a thorough investigation looking for a possible system issue.

  Our development team found, in the session data, that the customer did click on a hotel in ********, ******. No searches were made on our website for a hotel inside of ******************

  We reviewed the support phone calls that the customer made to our business. At no point was a refund promised. The customer was told that we would reach out to our hotel supplier as a courtesy to see if a cancellation free of charge was possible. Unfortunately, our hotel supplier, who is the merchant of record, was unable to secure an agreement with the property. Therefore, the non-refundable cancellation policy that was agreed upon at the time of booking was imposed.
  

  Regards,
  

  ReservationDesk.com
  

  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23581709
  
  I am rejecting this response because: Reservation Desk (aka Reservation Counter) isn't being honest. They are a deceitful entity with a previous record of being shut down by the ***. What they describe is not what is factual. Reservation Desk informed us that a refund or resolve was entirely possible, solving the issue by changing the same hotel chain location from one to another. The hotel also conveyed via phone that this was the case. The hotel said that Reservation Desk was capable of this change, as they held the booking reservation on their end. Reservation Desk could have, but did not assist the customer. Instead they knowingly took payment for a reservation, booked in error due to their website, and that the customer would never be able to fulfil, ******************** had the ability to fix this problem but chose knowingly not to, even though it was detrimental to the customer. ******************** implied in two emails that they were working on, yet they didn't do a thing except taking the customer's money. Now ******************** claims they didn't make any 'promises' of a refund. Reservation Desk also waited until after the date of booking to label the customer as a no-show, yet they knew the customer was not ************************* out of the country. All reasonable efforts to resolve this issue by the customer to achieve a refund or a simple rebooking at the correct location were attempted. Reservation Desk did absolutely nothing to assist the customer, letting the clock run out until the reservation dates came and went. It's a sad outcome that is shared by numerous individuals and can easily be read online. If there are many customers having similar issues, can they all be wrong? Note that Reservation Desk was contacted immediately, within minutes of the initial booking. This issue needs reconsideration and common sense. 
  
  Sincerely,
  
  P Fields

  Business Response

  Date: 07/22/2025

  To whom it may concern,
  

  Thank you for the opportunity to respond. As a third party company we do not have the ability to make any modifications to bookings once they are confirmed. The only option we have is to cancel the reservation and make a new one with the correct changes. However, the cancellation policy on this reservation states:
  

  This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Desk $17.99 fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

  This policy was agreed upon at the time of booking. 
  

  We have made multiple attempts to get a customer courtesy refund for this customer. They were all denied by our hotel partner.
  

  Regards,
  

  ReservationDesk.com
  

  
  

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23581709
  
  I am rejecting this response because:
  
  Sincerely,
  
  P Fields

   

  This is completely false. The hotel told us that only Reservation Desk could make changes. The hotel did not deny a change to fix the issue. Reservation Desk failed to do anything and later claimed the customer was a no-show. Reporting this to the Attorney General. 

  Business Response

  Date: 07/30/2025

  To whom it may concern,

  Thank you for the opportunity to respond. Unfortunately, it seems that the hotel gave incorrect information to the customer. We have no ability to make modifications, such as changing the hotel, once the reservation is booked. We apologize for any frustration this situation has caused the customer.

  Regards,

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

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23581709
  
  I am rejecting this response because:
  
  

  Again this is false, a fraudulent response  Reservation Desk always had the ability to assist but refused for their own financial gain  We spoke with both the hotel in ****** and the hotel in ******** . Both entities claim the fix was simple and that only Reservation Desk could do it  the reservation we were told was held by RD, the booking agent  This also does not change the fact that the website did not perform as intended  Reservation Desk is fabricating a response instead of resolving the matter  no goods or services were received  RD knew the customer was not coming and implied they were working on a solution. ** could have, but chose not to help their customer. It is clear in their own terms that they have the ability to do so  Lets not sweep aside that we spoke to reservation desk within THREE minutes of the initial booking  Their response is not acceptable   

   

  
  Sincerely,
  
  P Fields

  Business Response

  Date: 08/06/2025

  To whom it may concern,
  

  Thank you for the opportunity to respond. As previously stated, us being a third party limits our ability to change hotels and make other modifications.
  

  If the customer can obtain a refund approval in writing from the hotel we would be more the happy to reopen the waiver request with our hotel partner.
  

  Regards,
  

  ReservationDesk.com

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23581709
  
  I am rejecting this response because: This reply from Reservation Desk is additional evidence that they can, but won't resolve the issue. We spoke to both the hotel in ******** and the hotel in ****** and were told the same thing, that the reservation was held by Reservation Desk and that they didn't have issue with the resolution, but they didn't have the ability to do anything about it. We did our due diligence, contacting Reservation Desk immediately, within minutes of the booking error. Reservation Desk responded in emails twice )that THEY were reaching out to the hotel. Now they are again, refusing to resolve the matter, attempting to volley the responsibility back onto the customer to get a written letter. We have no faith that anyone at this late juncture is going to write a letter on our behalf. Each hotel told us what we needed to do, both hotels providing the same instructions. The website did not perform as it should. The customer immediately (within minutes) contacted Reservation Desk. They knew we were not coming, they were informed that there was an issue. Reservation Desk implied they were attempting to resolve the matter, and they didn't. Reservation Desk did not correct the reservation, nor offer a refund. They waited until they could label us a 'no-show'. If a waiver is possible now, a waiver was always possible. Reservation Desk has failed to acknowledge that their website may have not performed as it should, insisting that the customer was wrong, accusing them of human error and refusing to make any accommodations for that. As the customer we feel there was a computer error, and that Reservation Desk, AKA Reservation Counter has failed to provide forensic evidence to prove their contention. They alleged of an email sent to the customer from ****************************************** is the entity that was shut down by the ***), that was never received. Requests for the header details of that email were requested and never received. We had only asked that our reservation error be resolved. It was a modest, fixable request. There is gravely something wrong with a company that would not want to do this. Now at this juncture, months later, they ask for us to get written statements from the hotels. We've done everything we should have done, and followed the instructions of all parties. Reservation Desk needs to refund us the services purchased that we never received. It's that simple. 
  
  Sincerely,
  
  P Fields

• 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