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 84043-5686

• 

  Reservation Counter, LLC

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/30/2023

  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 at the Marriott in *********, *********, from April 24 to 28 due to medical appointments at the ***********. I thought I was dealing directly with Marriott, but a web site had apparently diverted me to Reservation Counter. After my wife and I arrived, we learned that both of ** had to stay in the hospital the last night. We promptly notified Reservation Counter and the Marriott that we would leave one night early. We were told multiple times by staff of both businesses that we would receive a refund after Reservation Counter confirmed with Marriott that we checked out early. On April 28 Reservation Counter sent an email stating that after a thorough investigation, our refund request was denied. This was a complete reversal from what they had told ** many times before. They claimed that the reservation was made over the phone, but it was made on line. They claimed ******** disapproved of the refund even though multiple members of the Marriott staff told ** they supported our refund. The amount in dispute is about $350.

  Business Response

  Date: 05/05/2023

  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: 

  Free cancellation until 21 April 2023 06:00 PM (hotel time). Cancellations made after 21 April 2023 06:00 PM (hotel time) will result in a $1,378.14 USD fee. 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.

  The entire reservation is subject to the cancellation policy. Individual nights cannot be removed. As a courtesy, we did attempt to work with the hotel and our supplier to reach a refund agreement, however the request was denied due to the cancellation policy in effect. We are contractually bound to adhere to the terms and conditions of the reservation as agreed upon at the time of booking. Please let us know if you have any other questions. 

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 20001293
  
  I am rejecting this response because:

  *********************, the front office manager of the *************** agreed with me, that I should have been allowed to cancel the last night of my registration without penalty. (See email below from ****************.) This proves that Reservation Counter's investigation of the matter was inadequate and reached the wrong conclusion.

  Hello ************,
     ******worker informed me of your stay with ** recently. I was the one who spoke with this 3rd party regarding your reservation, when they called. I am confident I agreed to allowing you to shorten your stay by one night with no penalty. I did my best to find a good number for price line customer service (the third party you booked with), but was unable to reach anything helpful. Will you please email over any information you have on this reservation specifically the confirmation number and itinerary number (third party confirmation #). If you have the confirmation email, they sent you when you initially booked that would be very helpful. I am going to reach out to my reservation manager to see if she has any resources to contact ******************************************************* Manager
  Email: *************************************************
  
  
  101 ***************. | *********, ** 55902
  P: ************
  Website: www.marriott.com/*****
  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/11/2023

  To whom it may concern, 

  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/supplier 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 Marriott Rochester *********** collected payment for this reservation on 2023-04-12. 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.

  Even with hotel approval, the approval of the supplier is still needed in order for a refund to be processed. In this case, the supplier denied the refund due to the cancellation policy agreed upon at the time of booking. We are contractually bound to adhere to the decisions of the supplier and 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: 05/11/2023

   
  Complaint: 20001293
  
  I am rejecting this response because:

   

  The supplier did not deny the refund. They are willing to do whatever it takes to get ** a refund for the last unused night of the reservation.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/28/2023

  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 through this third party company ReservationDesk back in August, 2022. Reservation Itinerary No. xxxxxxx3205 for the SpringHill Suites by Marriott ****** Island in *******. We decided not to spend the money and go on the trip and cancelled the Reservation with the hotel. The hotel did advise ReservationDesk about the cancellation but not in the time they wanted. They told me that I was supposed to contact ReservationDesk directly for the cancellation. Based on this technicality, the hotel was aware of the cancellation and took longer than expected and was not immediate on their part to alert the third party company. I have been trying since last August to retrieve almost $500.00 back to my credit card in which I have been getting charged interest on my card on top of it. The hotel went above and beyond to alert ReservationDesk, tried putting calls in on my behalf with me on the phone, sent me a personal email and sent them an email that they refunded this reservation and gave me a copy of the cancellation confirmation on the computer which ReservationDesk has all of it. They just sent me back another email yet again DENYING my refund for a trip I never went on, since I did not alert them directly. They have stolen my money and will not refund my card. I DO NOT understand how these Hotels are doing business with a third-party company like this. Any Hotels out there, DO NOT use this third-party company on your behalf. You will only give your customers heartache. The Manager at this hotel has tried repeatedly to get me my refund which the company has denied. I am out $500.00 on a trip that I never went on and am disgusted. DO NOT BOOK WITH THIS COMPANY. There was no reason to keep my money when the Hotel sent them a cancelled receipt and email directly for my refund. They clearly knew it was cancelled and are using not enough sufficient time as there excuse to rip people off.

  Business Response

  Date: 05/04/2023

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. ReservationDesk.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 ReservationDesk.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 suite, 2 queen ***** non smoking (Breakfast) room type, confirmed the dates of stay as checking in on 2022-08-21 and checking out on 2022-08-23, and informed the caller that the total price for this reservation would be $501.42 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

  Free cancellation until 17 August 2022 04:00 PM (hotel time). Cancellations made after 17 August 2022 04:00 PM (hotel time) will result in a $243.22 USD fee.  The Reservation Desk $14.99 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.

  On 2022-09-14, we were contacted to request cancellation. ReservationDesk.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. The hotel collected payment for this reservation on 2022-08-14. 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 supplier requested written authorization for the refund, which was not provided until 2023-01-23. This was then sent to our supplier. 

  We were also advised that the customer had filed a dispute of the charge with their bank. When a customer proactively files a dispute, we and the supplier lose the ability to work on their case.  The customer and the merchant essentially agree to allow the customers bank and the merchants bank to review the charge and make a final decision about it.  We are bound to the final resolution of that outcome.  

  Our supplier advised ** on 2023-04-24 that no refund would be processed. As we are not the merchant of record, we are not holding the payment for the reservation. We are contractually bound to adhere to the terms and conditions of the reservation as agreed upon at the time of booking.

  Regards,

  ReservationDesk.com

• Initial Complaint

  Date:04/27/2023

  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.

  On Feb.15,2023 we rented a room at the ************* In ***********,**. Full refundable until April 20th. I cancelled on March 23,2023 due to ************ being told she had stage 4 lung cancer and would have to start chemo. I waited 2 weeks and called them as no refund. They were checking it and would let me know. I called several times even asking for a manager. No luck. They told me first time it was refunded March 24, then April 9, then today one told me April 9 and one told me March 24. This is a crooked company and they are scamming folks.

  Business Response

  Date: 05/04/2023

  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 ******************* collected payment for this reservation on 2023-02-15. Our company does not store credit card information or hold payments.

  We have contacted our hotel partner and confirmed that the customer's bank rejected the refund. We have been working with them to find another way to process the refund to the customer. As soon as our hotel ********************** advises ** of their resolution, we will provide further update. 

  Regards,

  ReservationDesk.com

• Initial Complaint

  Date:04/27/2023

  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.

  On 4/20/2023 I called what I though was AC Hotels to find out if the pool was open. The person I talked to said yes. Then continued to tell me that I should book with them because if I book online chances are my reservation would be cancelled. I continued to ask questions- I asked about breakfast and they said that room services for breakfast was included. When I asked about the pool hours they said it was open 24/7, then I asked if the fee for my dogs was included they said yes. They gave a a price of $350/night. I said that was kind of high and they said that because of the services, 24/7 pool hours, room services and dog fee where all included. Turns out this was all a lie. The pool was not open 24/7, no breakfast at all was included and the hotel charged me an extra $100 for my dogs. I ended up paying almost $500 for one night in a s***** hotel. At that price I could have stayed at a much nicer place with better amenity. I tried to get my money back and they said no because of the hotels policy, I never agreed to a policy. This was a complete scam.

  Business Response

  Date: 05/03/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. We do have this reservation currently under review. As soon as the review is finalized and we have a final resolution, we will reach out with further information. Please let ** know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19990828
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/24/2023

  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.

  Booked a hotel thru reservationcounter.com but thought I was working directly with Fairfield inn. Was quoted a price of 670 for an executive suite room but was assured multiple times on the call that the hotel would credit my AAA discount when we checked and showed my card so the final price would be 603. reached the hotel on 3/30 and were told that since this was booked via 3rd party no AAA credit was possible. Get to our room only to find out 3rd party booked a regular room. Hotel corrected that issue. After completion of our trip I called reservation counter and was told this would be researched and I would get an update in 5 to 7 days. No response so I called again. Rep told me a refund of ***** was credited to my account on 4/6 but could take up to 10 days for it to appear on my credit card. 4/19 call again as still no credit. Was told a refund of ***** was processed. Explained that this refund was from the hotel for the broken tv and had nothing to do with their incorrect quote on what the hotel expense would be. Told this would be researched again but no response. Still need the ***** credit which should technically be 67.

  Business Response

  Date: 05/02/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. Our finance office has had to process a check for this refund to the guest. We have confirmed their mailing address and will have the check mailed out shortly. Please let ** know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19973588
  
  I am rejecting this response because:Check is not yet received
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/11/2023

  To whom it may concern, 

  The check was mailed on May 3, 2023. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19973588
  
  I am rejecting this response because:

  Refund check has not been received.  If actually mailed on the 3rd I should have received by now.  

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

• Initial Complaint

  Date:04/20/2023

  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.

  Like other reviewers, I got scammed through theses criminals. I intended to call the hotel directly, however- through their "creative marketing" I somehow ended up calling them.I made the reservation over the phone, and toward the end of the conversation I realized that I needed the following night- not the one that was booked. I got the run around, got transferred to someone else who was unhelpful and said they didn't know if they could make a change (they said i could cancel if need be without any charge before running my card).I called the hotel directly and they had no record of any reservation ever being made. I then called back "Reservation Counter" and got more excuses about how there is nothing they could do.These folks are shady criminals trying to steal your money. Do NOT book with them.

  Business Response

  Date: 04/27/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. We have this case escalated with **************** who is waiting on a response from the customer. As soon as we have that, we can finalize the customers complaint.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:04/15/2023

  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 called reservation counter to make a hotel reservation. I spoke with '******' who was the first employee that I touched base with through calling their line. ****** stated that he was going to book a hotel for me for a total of $252.36 in charges. I confirmed this was the total amount several times since it was a nonrefundable booking and he confirmed and repeated the amount back. When the reservation came through, I was charged $375.17. I have attempted to work with the reservation counter employees to get the booking cancelled and get a refund since I did not consent to the amount that I was charged. They continued to report that they were unable to help me and unable to refund the amount and that I would have to contact the hotel directly. When I contacted the hotel phone number that they gave me, the phone number that they gave me was incorrect and to another call center. That call center was able to verify I didn't have a valid reservation, but that there was some type of reservation that had been charged to my card through Priceline. I did not consent or agree to use Priceline but the employee at reservation counter entered my card information through that system. I have since had to dispute the charges through my bank and cancel my account to open a new one, due to concerns about what they would do with my bank account information. ********************** has yet to make the situation right or even apologize for their employee's deception.

  Business Response

  Date: 04/21/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. Our records indicate that we only received one call from this customer after their reservaiton was booked, and it was about a different concern than what has been listed here. We are sending the case to our ***************** team to review the reservation call and we will then follow up with the customer. 

  Regards,

  ************************** 

• Initial Complaint

  Date:04/13/2023

  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.

  I booked a hotel room at home2 suites to stay overnight for a cruise that is taking off from FT. Lauderdale Florida. We were going to fly in today and check in and our flight got cancelled on the day of due to major flooding. All entryways and exits to the town are blocked due to the severity of the flood. We found another home2 suites in a nearby town, Miami, which has not been affected by the flooding and I called to see if we could have our reservation switched. I spoke to someone from Reservation Counter who told me that they would reach out to the hotel to see if we could do so, which I thought was strange because when I searched the number for the home2 suites in ft Lauderdale, that was the only number that showed up. I was told that I would receive a call back once Reservation Counter could confirm whether or not we would receive a refund from the hotel. Our friends booked their hotel room through the hotel directly and the hotel offered to change the reservation or fully refund the hotel due to the severity of the flood. My mother spoke with someone from Home2 Suites directly and the representative was prepared to transfer our reservation to Miami and also offered to book a shuttle to help us get to our cruise. Contrary to what the hotel told us, I was told by Reservation Counter that they had heard back from the hotel and that they would not refund us for our reservation or help us find a safe place to stay. The representative from Reservation Counter told me that “their hands were tied” and I was even hung up on by the representative from Reservation Counter.

  Business Response

  Date: 04/18/2023

  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 Home2 Suites by Hilton Ft. Lauderdale Airport-Cruise Port collected payment for this reservation on 2023-03-26. 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.

  Our team has made multiple attempts to reach out to the hotel as a courtesy to the customer, but have been unable to secure a refund on their behalf. We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase.

  Regards, 

  ReservationCounter.com

• Initial Complaint

  Date:04/11/2023

  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.

  On 4/7/23 I reserved a 3 night stay at what I believed was the website for Hilton Home2 suites for the Columbus West Ohio location for dates of  May 8-11, 2023.  I paid $585.22 by credit card.  I instantly received an email from ********************** confirming the charge.  At this moment  I believed  I was caught in a scam because the purchase I made was placed through the Hilton Home 2 Suites website.  And not **********************.  I didn’t know what I should do and within moments, I canceled this order through the email, as this was an option in the email to do so, hoping I could somehow recoup my money from this scam website.  Simultaneously, I was sent a text fraud alert from my bank regarding this charge which confirmed to me that this was in fact a scam.  I found out later that the money was still taken from my checking account and that I did not have a  reservation at any Hilton Home2 Suites on the dates of May 8-11, 2023.  I contacted ********************** and they were completely unwilling to give me my money back and refused me a reservation stating “It’s non-refundable” and that “it did not matter that the cancellation was made within 30 minutes of making the reservation”. ********************** is a scam. Their website is misleading and make you believe you are in the actual hotels website.  They are taking peoples money and not providing any service.  I have lost $585.22 for a reservation I was tricked into believing was from the reputable Hilton Home 2 Suites website.  ********************** is a SCAM and will steal money from anyone.

  Business Response

  Date: 04/18/2023

  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 200,000 hotels worldwide. The customer selected their location, room type, and dates of stay prior to booking the reservation.  These details are provided to the customer prior to them entering their credit card information and confirming the reservation.  The customer is also provided with 3 separate opportunities during the booking process to review all the terms and conditions of the reservation including the cancellation policy. The cancellation policy on the reservation chosen by the customer states: 

  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.

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

  We apologize for any confusion that has occurred, however the cancellation policy associated with this booking no longer qualifies for a cancellation and refund. We have called our hotel partners regarding this refund request however they informed us that they would not be willing to process a refund due to their cancellation policy. This is their policy and we must comply. 

  Regards,

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

  
  

• Initial Complaint

  Date:04/11/2023

  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.

  On Sunday, April 9, 2023, I was in process of making a *** Hotel reservation for Friday, April 14th, Check-out April 16th in the amount of $576. Prior to completing the online reservation, I wanted to double check if the *** hotel had onsite parking accommodations. My wife assisted me in pulling up, what she thought was the specific Hotel site online that we were planning to stay, but it was actually Reservation Counter's paid search. She proceeded to call the phone number listed (Again thinking it was the specific hotel reservation directly). Upon inquiring if they had onsite parking, the women who answered, ******** confirmed they did have onsite parking, she offered if she could obtain a better rate. She said I have a rate $486 TOTAL for both nights and it included parking. What we thought would be a savings of $80.00. ******** read back the reservation. "2 nights for a total $486 including parking and fees." My wife asked if there was a cancellation policy. ******** stated free to cancel by 4/13. She also requested a CC to secure the rates. When we received our confirmation via text it was for $1312.34 + ***** Service fee, no indication parking included and a non-refundable policy from Reservation Counter. (Almost 3x's the amount of my initial booking directly with hotel or booking.com) We proceeded to call back and ask to speak with a Manager as we were misled by ******** and her company with the total amount, parking and cancellation policy. They said they could not get a manager, but would have one call back in an hour. Of course, no one called back. This company uses unfair, illegitimate and consumer deceiving practices.

  Business Response

  Date: 04/18/2023

  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 quoted the price as "per night" when offering the reservation to the customer. The agent then tried to recap all of the reservation details to the customer, which would include the grand total for both nights, however the customer asked to just get the confirmation number. The agent provided this and also sent over the confirmation by email.

  We are contractually bound to adhere to the terms and conditions of the reservation as agreed upon at the time of booking. 

  Regards,

  ReservstionCounter.com

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19922427
  
  I am rejecting this response because: This is false, please share your initial Agent's call recording where she stated it was per night and also repeated at end of the call the total amount.  This is NOT what we heard and formally asked her to repeat the conversation at the end of the call. In NO WAY did she state this was per night and the total amount was $1300.  We would NOT have booked for 3x's the rate with your company versus the rate of $572 that were finding online.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/21/2023

  To whom it may concern, 

  Our recordings are only used internally and can not 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 your call was reviewed and your specific concern was addressed. As previously stated, the agent quoted this as a per night rate. Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com