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

  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:06/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation *** NO CANCEL I made it based on parking for my car while I go on the cruise. ******* called hotel while on. Line w me and said its $8 a day. Wat he didnt check was that after July there is no more cruise parking and parking ends in July but my cruise is in September They refuse to give me my money back of $323 The reservation is for sept 16th checking out 17th. Their number is **************

  Business Response

  Date: 06/21/2023

  To whom it may concern, 

  We have reached out to this guest to give further options about their reservation. As soon as we hear back from them, we will be able to provide further information on this matter.

  Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20191029
  
  I am rejecting this response because:
  Im

  disabled and cannot go to another parking lot w all luggage and then get a shuttle.  I need a hotel that provides all inclusive services.  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/30/2023

  To whom it may concern, 

  We understand that the offered parking options will not work for this guest. We have worked with our supplier and the hotel and were able to reach an agreement with all parties. The reservation is now cancelled with a full refund. Refund details have been emailed to the guest directly. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:06/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday I was trying to make a reservation through Hilton Honors on line site. We had success with our first reservation but when trying to set up our ****** reservation, we ran into a problem with the site. After several attempts we used a phone number that we thought was a Hilton number for reservations. The first thing I mentioned to the agent was we were having problems with the Hilton site and was there difficulty at her end. She had a heavy accent and spoke rather quickly so I asked her to please clarify on several occasions. I was looking to book the Hampton Inn at the seaport for 1 night. As a Hilton Honors member, I asked about using points and was told this reservation was a special discount that points could not be used. She never mentioned to me that I was not on a Hilton site or that this was not a refundable reservation. I was not made aware of a booking fee by a third party. At my age I would never book a reservation I could not cancel without penalty. ****** has been so reliable in that way. It was only when I received my email that I felt I had been misled and realized it was a company called ReservationDesk with whom I spoke. This morning, less than 24 hours later, we decided we needed to be at ****************** to make our trip easier so I called to cancel and was told there would be a cancellation fee of $432.18. I had a choice of cancelling and paying this ridiculous charge or I could dispute it and wait to see if they would give me my money back based on my taped conversation with the agent. We cancelled and told them we would file a complaint with the BBB and also let ****** know what had occurred. The total charges were applied to our Amex account within 5 minutes of making the reservations which were for September. We believe this company acted in a misleading manner and represented themselves as being part of the Hilton franchise.We expect them to fully refund our money.Thank you for your assistance.************************* and ***********************

  Business Response

  Date: 06/20/2023

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth.  ReservationCounter.com is an independent hotel booking agency and we make reservations for over ******* hotels worldwide. We are required to adhere to strict guidelines set by the *** and are in direct compliance in our business practices.  When a customer searches for a hotel online, they will return multiple results including advertisements from third-party reservation companies.  The customer would have had to click on one of our ads or call our inbound call center to be directed to our company.
  We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ReservationCounter.com an independent booking service for top hotels.
  

  We have found that the customer requested to book a ********************.  The agent provided a complete recap of this reservation in which all the details of the reservation were reviewed. The agent informed the caller of the complete name and address of the property as *********************************** located at *************************************, informed the caller that the reservation was for Queen **** with ************************ type, confirmed the dates of stay as checking in on 2023-09-09 and checking out on 2023-09-10, and informed the caller that the total price for this reservation would be $539.18 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  Each room in this reservation is subject to the following cancellation policy: This booking is subject to a ****** USD change or cancellation fee. Bookings cancelled after 09/08/2023, 11:59 PM (*******/********) are non-refundable. There is no refund for no-shows or early checkouts. The Reservation Desk $15.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

  The agent asked if the information provided was correct and if the caller had additional questions. We found that the caller confirmed that the booking information was correct and agreed to finalize the reservation. We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase. Please let us know if there are any other questions. 

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20179096
  
  I am rejecting this response because: My complaint is that at no time did ReservationDesk clarify to me that I was not speaking with Hilton Honors and when I asked to use ********* to book the reservation, why didnt they make it clear to me that this was not a Hilton Honors representative and that is why it wasnt possible. I admit to not always hearing correctly and I did have difficulty understanding the agent which I mentioned in conversation. I heard that after September 9th the reservation was not refundable and therefore believed I could make changes prior to that date. All the information concerning the room, address of hotel, date of service were correctly relayed and agreed upon. That is correct. Was it wrong for me to want to use *********? Would someone living on social security and a navy pension intentionally book a room with a penalty that costly? What would ReservationDesk lose by clarifying the matter and knowing I had been misled, allowed me to rebook.
  
  Sincerely, 
  
  ************************* West

• Initial Complaint

  Date:06/13/2023

  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 attempted to make a hotel reservation with a hotel directly, and was caught by a website purporting to be be that business. This business, Reservation Counter, was cited in 2017 for exactly this scam and settled. The website was highly deceptive, and when I called they did not properly inform me that I was dealing with a third party reseller. They even managed to spell my name wrong on the reservation. I called the hotel, and they said that all resellers they deal with forward payment credentials directly to the hotel for processing. Any fees are handled separately. Credit card company has been contacted. Next is FTC, and then **** AG for a suspicious activity report. The hotel has no matching reservation, and will reject it if it comes in. Any advice on how to proceed would be greatly appreciated. Best.

  Business Response

  Date: 06/15/2023

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. ReservationCounter.com is an independent hotel booking agency and we make reservations for over ******* hotels worldwide. We are required to adhere to strict guidelines set by the *** and are in direct compliance in our business practices.  When a customer searches for a hotel online, they will return multiple results including advertisements from third-party reservation companies.  The customer would have had to click on one of our ads or call our inbound call center to be directed to our company.

  ReservationCounter.com 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.

  The customer contacted ** shortly after this was booked and our agent contacted the hotel and supplier. A full refund has been approved and processed for this guest. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:06/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They tricked me into believing they were representatives of ****************. I was told I would get 2 comp'd nights when paying for 1 night. I asked 3 times and each time was told yes. When I tried to cancel it within 10 minutes they said no refund no cancellations

  Business Response

  Date: 06/09/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. Our finance office is currently working on processing a full refund for this guest. The customer should receive a follow up email about that shortly. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:06/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction was 05/30/23 ********* is Holiday Inn Express in *********, ** Phone # is ************.I had booked a room a few months ago for 1 night 3 guests.total price was $174.On 05/30,I could not find my confirmation number so I looked up on line and I saw a number that I thought was direct to the hotel.They answered the phone reservation Counter so I thought it was the right place.when I said I could not find my confirming number,they said no problem.They looked up my name and phone number and came back saying no such room was booked.I was in a panic and they said I still can book a room for that date.When they gave me the total price,It seemed high but what can I do now.When I booked a few months ago,I did not need a deposit and now they need the whole amount.I thought the original price was around $174 and now they wanted $239.What can I do at this point so I said go ahead and book the room.Then they told there was a no refund policy and I agreed.They took my money out and that was that.A few hours later,I found the confirmation number and looked up the hotel number again and the man said he had no room under that number.Then I said was I talking to the hotel and he said no.They are an agent called reservation.com.When I asked him did he call originally when I called and checked the hotel direct,he said no,that they their policy is not to call them!That is some customer policy they have.They said I would have to wait a few days to have a committee investigate to get my money back.They came back in a few days and said do to that I knew of the no cancelation policy they would not give anything back!it was a few hours difference.I called the front desk at the hotel and asked if I could cancel with them and they said yes.I said I would call them back.I went on line to reservation.com to see if I can book a room and now the rooms were sold out.They booked their rooms for that day,got their money and now would not give me a dime!!

  Business Response

  Date: 06/08/2023

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth. ReservationCounter.com is an independent hotel booking agency and we make reservations for over ******* hotels worldwide. We are required to adhere to strict guidelines set by the *** and are in direct compliance in our business practices.  When a customer searches for a hotel online, they will return multiple results including advertisements from third-party reservation companies.  The customer would have had to click on one of our ads or call our inbound call center to be directed to our company.
  

  We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ReservationCounter.com an independent booking service for top hotels.
  

  We have found that the customer requested to book a ********************.  The agent provided a complete recap of this reservation in which all the details of the reservation were reviewed. The agent informed the caller of the complete name and address of the property as ************************************************************************* located at *****************************************************, informed the caller that the reservation was for Standard Room, 2 Queen ***** ********** (Communication, ********** Tub room type, confirmed the dates of stay as checking in on 2023-06-14 and checking out on 2023-06-15, and informed the caller that the total price for this reservation would be $239.02 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  This reservation is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Counter $15.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

  The agent asked if the information provided was correct and if the caller had additional questions. We found that the caller confirmed that the booking information was correct and agreed to finalize the reservation. The customer then went online and canceled the booking.  When canceling a reservation online, a customer is again advised of the cancelation policy and must accept the terms and conditions in order to process their cancellation.  The customer again acknowledged and agreed to the nonrefundable cancellation policy. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20152356
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/08/2023

  When I spoke to the man who answered the phone, he said reservation counter.That was it.Not the rest of "a third party company".If I heard that,I would have asked more questions about my reservation and found out that he was not the hotel but an agent.Very deceiving to the general public.I am sure that reservation.com is not going to go bankrupt about giving back some of the money since they never called the hotel in the beginning.

• Initial Complaint

  Date:06/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reservationscounter.com I booked a hotel room through a link provided by a university hosting an event. On the link, you are led to believe that you are booking directly with the hotel, so I booked my hotel room.I needed to modify my reservation and when I called the hotel to do so, they said they could not modify it because it was booked through a third party, which I was not aware of. The link looked like it was the hotel website.So, I called the 800 number for Reservations Counter and after sitting on hold for quite a while, I got connected to someone who said she could not modify my reservation. I asked to speak with a manager, who told me that basically no one on this planet can modify the reservation. Either I cancel and rebook or I am paying for the 3 additional nights I do not need. I cannot cancel the reservation because the hotel is sold out on one of my nights I am there, so I would lose my ability to stay at this hotel that night. The representatives on this call were extremely rude and unwilling to help or offer alternatives. It seems like a scam to me, to act as a hotel website for people to book, send a confirmation email as the hotel, and then refuse to modify a booking. I am basically stuck paying 3 nights in a hotel that I won't be there.This company needs to be reported (as I see it has been many, many times) and stopped. They are continually scamming customers and taking hard earned money.

  Business Response

  Date: 06/08/2023

  To whom it may concern,

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

  Each room in this reservation is subject to the following cancellation policy: Cancellations before 06/06/2023, 11:59 PM (*******/*******) are fully refundable. Bookings cancelled after 06/06/2023, 11:59 PM (*******/*******) are subject to a fee of 1 night's room and tax. There is no refund for no-shows, early checkouts, or cancellations after 06/08/2023, 10:00 AM (*******/*******). The Reservation Counter $15.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

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

  Reservation Counter purchases our inventory from multiple hotel partners and suppliers under strict contracts to abide by the terms and conditions that the hotel properties have dictated for their inventory. When a reservation is finalized, payment is collected by our hotel partner who is the merchant of record. Payment is then forwarded to the hotel by virtual credit card payment immediately to secure the guaranteed prepaid room for the consumer. The hotel ******************************************************** collected payment for this reservation on 2023-04-21. Our company does not store credit card information or hold payments.
  

  We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20152320
  
  I am rejecting this response because:   There is nothing about adjusting the reservation.  I did not wish to cancel the reservation, just adjust the days.  They refused to adjust it and my only option was to cancel and rebook or pay for 3 extra days I will not be using.  I could not cancel because the hotel is sold out one night and if I cancel, I lose my ability to stay at this hotel, which is where all of our conference staff is staying.  There is nothing in the terms about this and it is misleading and it's a scam. 
  
  I want a refund for the $450 I am out for 3 days in a hotel I am not staying.  I am checking in tomorrow and out on Monday.  My reservation is for tonight and out next Wednesday.  However, if I want to keep my room I have to check in over the phone tonight, pay for a room I won't be in, check out on Monday and pay for two additional nights.  
  
  I do not accept their response and I do not appreciate that their customer service department was so rude and unwilling to help.  There should be some way to adjust a reservation, even if there is a fee associated with it such as the $15 they indicated for cancelling within the time frame.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/05/2023

  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 May 3, 2023 I booked a Hotel Room at ******* by ******* in *********** ******** confirmed by #************* through Reservationcounter.com. It was not disclosed that the Hotel had multiple facilities closed due to pipes freezing in December 2022. The hotel General Manager called me from ************ and said she would refund 100% of my room costs BUT she couldn't because I had booked through a third party. Four times I have contacted Reservationcounter since then but they have not responded. All I need is a call to the Hotel on ********************* by these people and confirmation via email that my money is being returned as promised.

  Business Response

  Date: 06/08/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. Our records don't show that this customer has contacted us after the date of booking. Upon contacting the hotel today, we were advised that the hotel was offering refunds to guests who opted to not stay at the property because their pool and hot tub were out of order due to pipe damage. The hotel was offering refunds to guests who decided to go somewhere else. The hotel advised us that this reservation was not refunded and that the customer checked in on May 3rd and checked out on May 4th as booked. In this case, no refund has been processed or approved. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20147165
  
  I am rejecting this response because:  WE DID NOT know there was no pool or hot tub available at the hotel due to a PIPE-freeze THAT HAPPENED 5 months before OR WE NEVER WOULD HAVE BOOKED THE ROOM IN THE FIRST PLACE.  I have five pages of printed off reservation confirmation email from RESERVATIONCOUNTER.com and that bit of vital information is not in any of the text.   Their position, as I understand it, is that I could have driven from ******** to *********** and then AFTER I arrived, rejected the room to get a refund?   Besides the obvious fact that one of us does not understand the concept of the term "Reservation", this firm seems to be saying that it is the hotels fault I didn't know the true facts and the hotel is saying that they can't do anything as it was the booking agencies responsibility to inform me.   IF ever I needed the BBB to sort something out for me, this is the time.      .  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 06/12/2023

  To whom it may concern,

  Our company relies solely upon hotels to provide these kinds of updates for their third party listings. Our system pulls updates regularly, these kinds of updates are not made manually. Had we been given this information, the system would have included it and it would be visible on the hotel listing. Unfortunately, it does not seem this information had been provided to us. 

  As a courtesy, the hotel was contacted to see if they'd be able or willing to process any sort of refund or compensation. Unfortunately, they were unable to do so. The hotel has collected in full for the booking and we are not holding any payment. We are unable to provide a refund in this case. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20147165
  
  I am rejecting this response because:  THIS does not make sense.  THE ***** MANAGER at the Hotel in *********** ******** where I booked  (THROUGH this company) said all she needed was verification that I was not informed about the frozen pipes which crippled their amenities to get a full refund since I never would have booked there had I known.  That VERIFICATION that neither they nor this booking service provided me with that information was just confirmed.  Therefore, I do not believe that this Company contacted the correct General Manager in the Wyndam Organization.  Who did they contact?  It wasn't the right person or this matter would be resolved and we could both relax!!!
  
  .  Sincerely,
  
  *****************

  Business Response

  Date: 06/20/2023

  To whom it may concern, 

  If the customer can provide us with the name of the person they'd like us to speak with about this matter, we'd be happy to follow up with them directly.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20147165
  
  I am rejecting this response because:  The person I talked to was the GENERAL Manager of the Hotel in which I was booked.by ReservationwCounter.com.  I did not write down the Ladies name at the time.  But the phone number is **************.  I fervently hope this we can move ahead now.  Thanks.  ***
  
  Sincerely,
  
  *****************

  Business Response

  Date: 06/28/2023

  To whom it may concern, 

  Thank you for the opportunity to follow up on this case. We made several calls to the hotel and located the manager who spoke with this guest and she agreed to process a refund. Our supplier has also approved the refund and it has been processed today, 6/28/2023. A follow up email with the refund details has been sent to the guest directly. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  It is only through the BBB that this resolution was achieved as it is obvious that Reservationcounter was stalling and trying to make this as difficult as possible for me hoping I would not follow through as they had the contact information from day one.  I learned a great deal from the experience and will share it with all the **** members so they can avoid the same.  Thanks to you. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  What Reservation Counter advertises on their URL Address: ReservationCounter.com | *********** +24/7 Support ************************************** 44K+ ******** followers AdOfficial Site. *********** Today. No Change or Cancellation Fees. Independent, ************* and Excellent Support Our Guaranteed ****************** Friendly Booking 24/7 Booking Check Rates/Availability What happened to me: About two weeks I was trying to book a reservation at the **************** in *********, *********. However, when I called what I thought was a direct connection, I reached Reservation Counter. The agent there could not find the rate that I had previously found for the Grand Stay but switched me to the ******** in *********. Interestingly, within minutes of making the ******** reservation, I was able to find the original rates at the Grand Stay and booked my room there. I immediately cancelled my ******** reservation. However, subsequently it was brought to my attention that such reservation was non refundable (guess at 79, I am hard of hearing).Seems like it's false advertising and bate and switch.I am out $797.12.I have previously attempted to settle this matter with Reservation Counter but the company is numb to my complaint and has never reconciled their advertising with how they have treated me. Transaction date: 5/18/2023 Itinerary Number: *************

  Business Response

  Date: 06/07/2023

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. ReservationCounter.com is an independent hotel booking agency and we make reservations for over ******* hotels worldwide. We are required to adhere to strict guidelines set by the *** and are in direct compliance in our business practices.  When a customer searches for a hotel online, they will return multiple results including advertisements from third-party reservation companies.  The customer would have had to click on one of our ads or call our inbound call center to be directed to our company.
  

  We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ReservationCounter.com an independent booking service for top hotels.
  

  We have found that the customer requested to book a ********************.  The agent provided a complete recap of this reservation in which all the details of the reservation were reviewed. The agent informed the caller of the complete name and address of the property as ************************ located at ********************************************************************, informed the caller that the reservation was for Room, 1 King **** *** Smoking, City View room type, confirmed the dates of stay as checking in on 2023-06-20 and checking out on 2023-06-22, and informed the caller that the total price for this reservation would be $813.11 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  This reservation is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Counter $15.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

  The agent asked if the information provided was correct and if the caller had additional questions. We found that the caller confirmed that the booking information was correct and agreed to finalize the reservation. The customer then went online and canceled the booking.  When canceling a reservation online, a customer is again advised of the cancelation policy and must accept the terms and conditions in order to process their cancellation.  The customer again acknowledged and agreed to the nonrefundable cancellation policy.

  We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the Reservation Counter ( thinking it was the hotel) on 5/28/2023 and booked a reservation for 2 nights 6/22-6/24 at the ************************** **. The total was $660 plus a service charge of $15. The agent stated that I had until 6/21/2023 to cancel and receive full refund. A few days later I called the hotel in ** to confirm my reservation and they could not find it in any type of system search. I then thought this was a scam and canceled my reservation by calling back to reservation counter. The agent confirmed my cancellation policy and stated its good before 6/21/2023 and I would receive my refund within 3 to 7 days. I received the cancellation email on 6/1/2023 . I received a payment of $152 on 6/2/2023 and just noticed it in my account. I was informed that I would receive all my money. This is a terrible way to treat a customer. Im retired and also retired veteran and I cant afford to just pay for services that I dont receive. This is a BIG trick.

  Business Response

  Date: 06/07/2023

  To whom it may concern,
  

  Thank you for the opportunity to review this case in depth. ReservationCounter.com is an independent hotel booking agency and we make reservations for over ******* hotels worldwide. We are required to adhere to strict guidelines set by the *** and are in direct compliance in our business practices.  When a customer searches for a hotel online, they will return multiple results including advertisements from third-party reservation companies.  The customer would have had to click on one of our ads or call our inbound call center to be directed to our company.
  

  We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ReservationCounter.com an independent booking service for top hotels.
  

  We have found that the customer requested to book a ********************.  The agent provided a complete recap of this reservation in which all the details of the reservation were reviewed. The agent informed the caller of the complete name and address of the property as ************************** located at *********************************************, informed the caller that the reservation was for One-Bedroom ******************** Accessible room type, confirmed the dates of stay as checking in on 2023-06-22 and checking out on 2023-06-24, and informed the caller that the total price for this reservation would be $676.53 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  Each room in this reservation is subject to the following cancellation policy: This booking is subject to a ****** USD change or cancellation fee. Bookings cancelled after 06/21/2023, 11:59 PM (*******/********) are non-refundable. There is no refund for no-shows or early checkouts.

  The Reservation Counter $15.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

  The agent asked if the information provided was correct and if the caller had additional questions. We found that the caller confirmed that the booking information was correct and agreed to finalize the reservation. The customer then went online and canceled the booking.  When canceling a reservation online, a customer is again advised of the cancelation policy and must accept the terms and conditions in order to process their cancellation.  The customer again acknowledged and agreed to the nonrefundable cancellation policy.

  A partial refund has been issued to the guest in accordance with the cancellation policy. Our records indicate that the customer contacted ** to request a full refund and we reviewed their reservation call for any errors. At no point was a full refund guaranteed. We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase. Please let us know if you have any other questions. 

  Regards,

  ReservationCounter.com

   

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20143384
  
  I am rejecting this response because: when I originally reserved the room at this hotel that agent (HE) MENTIONED the cancellation policy but DID NOT READ it nor mentioned the booking fee. When I call a few days later requesting my full refund thats when SHE (a different person) read the cancellation policy to include the booking fee. One I thought this was the reservation agent at the hotel and two how do you charge over 95% cost of the room as a booking fee. I have rented houses. Hotels Cars and several things in the last 40 years and I never seen anything like this. I only cancelled the room TWO day or so after I reserved it only because when I called the Hotel they could not find my name or the information provided to as having a reservation. So I thought I was SCAMMED and cancelled. I could maybe see if I had to pay a one room charge but having to pay a $508 booking fee for a total room cost of $660 and Maybe if I cancelled the room a week before my arrival date but it was done a few days later only for the reason I mentioned above.

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

• Initial Complaint

  Date:05/31/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 19, 2023, I took to the internet to book a hotel room in *******, **, and wound up on a website that I thought was Hampton Inn but turned out being the website for Reservation Counter. In my opinion, this website is designed to make the unwitting customer think he/she has landed on the Hampton Inn website and that Reservation Counter is the parent company. Once on the site, I called the phone number shown *************) because I wanted to make sure this location was the nearest Hampton Inn location to the downtown ******* convention center- the ***********************************************************. When I posed this question to the company representative, she replied unequivocally, yes, this is the nearest Hampton Inn to that location. I predicated my decision to make this reservation (itinerary number **********) on this specious information. I'm sure there is a phone transcript to verify this conversation. When I contacted the company the very same day to cancel this and other reservations that I was charged for (Itinerary number R4217646804 and ***********), I was informed that it was against their company's policy. If a customer calls a ********************** booking site about the location of a property it is representing, that company's employee should not be allowed to give blatantly false information, as was the case in this situation. That information was deceptive and I am convince was done to keep me from leaving the website. I should be refunded for hotel booking fees of $19.99 and $17.99 and other charges of $319.20, $149.63 and $161.42.

  Business Response

  Date: 06/05/2023

  To whom it may concern,

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

  This booking is non-refundable, cannot be cancelled, changed or transferred and refunds are not allowed.
  

  These terms and conditions must be acknowledged and agreed to before the booking can be finalized. We are contractually bound to adhere to the terms and conditions agreed upon at the time of booking. 

  Please let us know if there are any other questions. 

  Regards, 

  ReservationCounter.com