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:05/30/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 went to a HILTON GARDEN INN website to make a hotel reservation, I did not realize I was not in the hotel's reservation site. I made a reservation that ended up being through ReservationCounter.com. I have found out I cannot make the reservation and have asked them to cancel my reservation(this is a month ahead of time). They told me I cannot cancel my reservation unless I give them medical proof I cannot make it(I am short handed due to an employee being out for extended time) I contacted the hotel they said this is not correct they should be able to cancel this for me. I do not know what else to do. I have filed a dispute through my visa card. They told me it might be a good idea to file with better business also because this sounds like a scam.

• Initial Complaint

  Date:05/30/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 booked a King room type online it came back confirming a 2 double room. I called right away and was on hold for an hour. spoke to two people and all they say is there is a cancellation policy and they cannot modify the reservation. I am not sure why when I booked the King room. The should adjust it for me. It is a simple change that they are not willing to make. Not sure why?

• Initial Complaint

  Date:05/29/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/24/23 I thought I was calling the Hampton Inn Frostburg MD. The person answering the phone spoke so fast and such pour English that I could not understand them. I ask to book a room at the Hampton for July 21 and 22. When he told me the price I ask if they had a better rate for seniors or veterans. He gave me a better rate, but I did not know it was a non-cancellable reservation. He sent me a text and e-mail at the exact same moment 9:02 PM. When I opened the e-mail the dates were for June 21 and 22. I called back and told the lady who answered the phone that they made a mistake. She put me through to the help desk. They refused to correct the mistake and told me it was a no cancel reservation. i filed a complaint with them and with Hilton. Neither of them will do a thing. I have asked that they check their recordings for quality to confirm that this is their mistake. They simply say it is my mistake. Itinerary #***********. I would like this reservation cancelled and a credit issued to my credit card. I was not given any chance to review the booking before they made it.

  Business Response

  Date: 06/01/2023

  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 200,000 hotels worldwide. We are required to adhere
  to strict guidelines set by the FTC 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 reservation.  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
  Hampton Inn Frostburg located at ***** *** ******* ***** ** Sw, Frostburg, MD, informed the caller that the reservation was for
  2 Queen Beds Nonsmoking room type, confirmed the dates of stay as checking in on 2023-06-21 and
  checking out on 2023-06-23, and informed the caller that the total price for this
  reservation would be $360.27 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 311.53 USD change or cancellation fee. There is no refund for no-shows, early checkouts, or cancellations after 06/21/2023, 10:00 AM (America/New York). 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.

  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: 06/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not request 6/21/23 or 6/22/23 as my reservation dates. The dates I requested were 7/21/23 and 7/22/23. The gentleman I spoke to was not able to communicate in English that I could understand. I was sent a e-mail and text at exactly the same moment to confirm the reservation without any opportunity to confirm the information as correct. I called back within two moments to correct but they refused. If they say that I ask for the dates of 6/21 and 6/23 then let them produce the recording of the reservation they say I made by mistake. The confirmation I received states: Make sure this cancellation policy works for you. How can I do that if I can't make any changes to it? Why are they giving me such a hard time when I remade the reservation with them for the 7/21/23 and 7/22/23 dates?
  
  
  
  Sincerely,
  
  **** *****
  

  Business Response

  Date: 06/06/2023

  To whom it may concern, 

  Reservation Counter purchases our inventory from multiple hotel partners and suppliers under strict contracts to abide by the terms and conditions that the hotel properties have dictated for their inventory. When a reservation is finalized, payment is collected by our hotel partner who is the merchant of record. Payment is then forwarded to the hotel by virtual credit card payment immediately to secure the guaranteed prepaid room for the consumer. The hotel Hampton Inn Frostburg collected payment for this reservation on 2023-05-24. 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.

  As a courtesy, we have reached out to the hotel and to our supplier to make a refund request. Unfortunately, our requests were denied. 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: ********
  
  
  
  I am rejecting this response because: The mistake was on the part of the booking agent. I should not be held liable for their mistake. They say the mistake was mine, then have them produce the recording they say they listened to blame me for the error. This is a reasonable request. They have indicated the call was recorded for quality. No,refund or cancellation after 6/21/23. I was in contact with them on 5/24/03.
  
  
  
  Sincerely,
  
  **** *****
  

  Business Response

  Date: 06/09/2023

  To whom it may concern, 

  As previously stated, 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 reservation.  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 Hampton Inn Frostburg located at ***** *** ******* ***** ** Sw, Frostburg, MD, informed the caller that the reservation was for 2 Queen Beds Nonsmoking room type, confirmed the dates of stay as checking in on 2023-06-21 and checking out on 2023-06-23, and informed the caller that the total price for this reservation would be $360.27 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 311.53 USD change or cancellation fee. There is no refund for no-shows, early checkouts, or cancellations after 06/21/2023, 10:00 AM (America/New York). 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.
  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: 06/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The agent had such a heavy accent that I could not understand him. It is common to give a confirmation with the chance to review the reservation. Verbally stating something should not be considered binding. They say they reviewed the recording, then let them supply a copy of the recording. I did not request June 21 and 22 as my reservation dates. Simply supply the information requested and the truth will prevail.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 06/13/2023

  To whom it may concern, 

  Thank you for your response and continued patience.  We understand the customers request for a copy of the call recording. Our recordings are only used internally and cannot be shared. We want our customers to have the best experience possible, so these calls are regularly reviewed for quality.  We do apologize for any inconvenience this may pose, but rest assured that the call was reviewed and the specific concern was addressed. 

  Please let us know if there are any other questions. 

  Regards, 

  ReservationCounter.com

  Business Response

  Date: 06/20/2023

  To whom it may concern, 

  The guest requested July 21 and 22, and the agent repeated back June 21 and 22, to which the customer stated this was correct. The agent asked for clarification with the dates and the customer stated that June 21 and 22 was correct. These were the dates used throughout the remainder of the call. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They admit that I requested July 21 and July 22. I could not understand the agent when he spoke. I should have been given the opportunity to review the reservation in writing and make any corrections needed. The agent spoke so fast with no punctuation that it was impossible to understand. If I requested July 21 and 22 Why would I agree to June dates. This is clearly the fault of the booking agent.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:05/26/2023

  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 on Saturday May 20th for May 28th for one night at Tru by ****** in Senneca **. I read the cancellation policy and it said nothing about changing reservation dates. It only said cancellations are not accepted. I call this morning and was told I can not change the reservation without being charged for a 2nd day because they have to cancel the first reservation and book a new one so it is considered a cancellation. I only need to move the reservation by one day. I thought I was making the reservation with the hotel originally. I was told by the hotel that they would do this for me if I had made the reservation with them. If the hotel would not charge you for the change then this company is scamming customers. I would never use this website again.

  Business Response

  Date: 05/31/2023

  To whom it may concern,
  

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

  Each room in this reservation is subject to the following cancellation policy: This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Counter $16.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

  These terms and conditions must be acknowledged and agreed to before the booking can be finalized. This booking is prepaid, so the rate is guaranteed only for the dates selected. Changing the dates would cause a change to the rate, which we are unable to modify. Prepaid, nonrefundable rates cannot be changed or cancelled. Please let us know if there are any other questions. 

  Regards, 

  ReservationCounter.com

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20108265
  
  I am rejecting this response because:
  No where on the cancellation agreement does it state that changes in dates is considered a cancellation and rebooking. 
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:05/23/2023

  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 was checking my existing reservation with ****** when somehow I was re directed without my knowledge to this fraud website reservation desk aka reservation counter and who knows how many more names they have. Somehow they tricked me into a reservation I never ask, wanted or needed. Within minutes I called them and cancel and when I ask them to credit my cc, since they charged me immediately for $800 they basically told me to get lost. Keep in mind this fraud reservation was 6 weeks out for a hotel in vegas. EVEN though the ************ verified that reservations desk did not get charged - Reservations desk kept all my money and they refuse to give the money back. Basically they made the reservation under fraudulent means, they charge my credit card almost $800 for a hotel that I didnt need. I already had a reservation through Hilton. They disguised themselves as actually ****** so they can steal peoples money ************ is a huge fraud and people all over online describing similar experiences like mine with this fraud of a company They have this as address on their fake website:****************************************************************************. ** ***** Their phone ************ I called a number of times and when they did answer I couldnt understate them Its a fraud. Someone in **** is making millions defrauding innocent people. Im so MAD at them its incredible. I have lost numerous nights of sleep and ** still not sleeping at night. $800 to me its a lot of money. And these gangsters are stealing from me Please help me recover the stolen money and these people really need to stop doing business in this country

  Business Response

  Date: 05/31/2023

  To whom it may concern,

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

  Each room in this reservation is subject to the following cancellation policy: This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Desk $15.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

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

  ReservationDesk.com

• Initial Complaint

  Date:05/22/2023

  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 recently contacted my credit card agent re: a charge for services from Reservation Counter, LLC. I had booked a room for Holiday Inn Ft. ***** as I needed to stay overnight for a doctor's *********** at ********************** I had stayed at this hotel a number of times in the past for the same reason. As per usual I would speak with someone at the front desk; however, this time, I, unknowingly, ended up speaking with an employee of Reservation Counter, LLC. In fact, the employee of Reservation Counter never indicated he was a booking agent and "not" a Holiday Inn employee. Upon checking my email for the reservation confirmation number, I noted a fee for an unrecognized service. By this time, it was too late to cancel the room. Consequently, I decided to ask the front desk upon my arrival exactly what the fee was for. The Holiday Inn front desk personnel suggested it might be a charge for booking.com. I told them I was not a member of booking.com, and there was a brief back and forth to the effect that I didn't have to be a member to be reserve a room, etc As a result, I waited until I received my credit card statement and contacted them in order to dispute it. The 3-party conversation between the Reservation Counter employee, myself and my credit card agent yielded the following information: Reservation Counter admitted that it was difficult to access the front desk of a hotel if you looked for their phone number "online" and that they would indeed refund their service charge this one time. Bottom line: DONT settle for Reservation Counter, LLC misrepresentation and fraudulent services. Demand that they identify themselves and be upfront about what you're getting for your buck. I want Reservation Counter, LLC to know not just business people or people on holiday stay at hotels. Sometimes people are staying there waiting to see a doctor or to have surgery, and that's costly enough as it is. Respectfully submitted.

  Business Response

  Date: 05/31/2023

  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.  The agent disclosed the $15.99 service prior to the customer confirming and authorizing the booking. 

  As a courtesy, we have waived the service fee charge for this guest. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/20/2023

  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 reservations on line for 2 rooms at Comfort ************ in ******** I realized that I put the wrong date for check out on one of the rooms, so I called reservations counter. The gentleman on the phone said he would cancel that one and make a new one. He sent me a cancellation confirmation by email.When I got to the motel room I had been charged for three rooms instead of two.The desk clerk told me to call the reservation counter services and have them to take it off my charge card. When I got home I did that and they refused to take it off my charge card, even though I have the cancellation confirmation and the number.

  Business Response

  Date: 06/01/2023

  To whom it may concern, 

  Our records indicate that the customer booked 3 ********************* online - R4064371914, R4064371914, and R4064393272. One reservation was booked with a sales agent - R4064459601

  The guest wen online to cancel booking R4064377995. The cancellation policy agreed to at the time of booking states: Each room in this reservation is subject to the hotel's cancellation policy which is: This reservation is non-refundable. There is no refund for no-shows or early checkouts.

  The booking does not qualify for a refund when cancelled. When canceling a reservation online, a customer is again advised of the cancelation policy and must accept the terms and conditions in order to process their cancellation.  The customer again acknowledged and agreed to the nonrefundable cancellation policy. We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase. Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 booked a room for the Home2Suites in Savannah, GA through what I thought was the Hilton website on 5/1/23 for a stay with a check-in date of 5/6/23. Due to a cancellation of a soccer game that prompted the stay in Savannah, I cancelled the reservation on 5/4/23. They charged my credit card for the full amount the day of the reservation (5/1/23) and then added a cancellation policy that required a cancellation within the same day to receive a full refund. When I received the cancellation confirmation, I thought the money would be refunded and in following up with Hilton directly, this company never even cancelled the reservation with Hilton. This organization is very deceptive in mirroring their sites to Hilton's web pages and emails so the consumer believes it is directly through Hilton.com. I am a Hilton Honors member and did not even catch that it was a 3rd party and not Hilton directly. Obviously they are intentionally deceptive and misleading to consumers to get money and do not even follow up with the hotel to cancel the booking.

• Initial Complaint

  Date:05/19/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am also a Consumer/victim to Deceptive Trade Practices
  Called to make a reservation at the SpringHill Suites Houston, TX on 4/27/2023, Agent said there was 1 room available, to HOLD the room credit card was required. When I arrived at SpringHill, Front Desk said conf #***********, was not was not a valid #. Called reservations back and said I was at the Hotel and there was no record of reservation, Agent said Conf # was for Comfort Suites. I stated that I called and made a reservation for SpringHill, and wanted reservation corrected. Agent said the reservation could not be changed; I requested a refund of the $236.74 charged. Agent said it was a non-refundable. I said I only agreed to a HOLD the room and asked to speak to a supervisor, I was told 1 would have to call me back. An hour later, Garson calls, I explained to him the error in booking and I had already checked into another hotel and wanted a refund. Garson said they had to review their recordings before making any adjustments. He said he would get back to us by 5/8 when asked why it would take so long, he said he had another 150 other complaints and phone calls to return due to agent errors, he apologized for the miscommunication, said the agent must have been new.
  5/8 No call from Garson, called Reservations spoke with Ronald, explained the situation and again was told that they would need to review the recordings
  5/12 Followed up with Ronald who said they would contact Comfort to confirm stay
  5/17 Called Escalations Dept spoke to Tupou she said Comfort confirmed I stayed at hotel and received Generic email response from Tupou, “refund will not be granted”
  5/18 Spoke with Tiffany at Comfort stated the room was paid via a Prepaid virtual credit card by Consumer Club and cannot change/cancel or refund made by a Virtual card
  5/18 Spoke to Kimika in Escalations again explained that I was charged for a Service I did not request she stated if Comfort agrees to refund CCI, then I will receive a refund

• Initial Complaint

  Date:05/18/2023

  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.

  5-12-2023 $1,369.10 Reservation Counted would have $19.99 Cancelation fee. Property may charge another amount. The property never received a reservation, so the property is no holding any amount.Itinerary Number: ********* Confirmation Number d10ce11b

  Business Response

  Date: 05/24/2023

  To whom it may concern,
  

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

  This ******************** is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Counter $19.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  

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

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20078142
  
  I am rejecting this response because:  The cancelation policy is misleading, I confirmed with Hotel property the reservation was never made with the hotel. 
  
  Sincerely,
  
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