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:04/09/2023

  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 had booked a reservation through Reservation Desk on January 9 for a stay from February *****, 2023. At this point in time, and on the confirmation email they provided me with, they stated that parking will be $30/ day. When I got to the hotel, I was charged with $50/ day, and was told to consult with Reservation Desk as I had booked through them as a third party site. I have reached out to reservation desk three separate times, all of which telling me to wait 5-7 business days for them to get back to me and resolve the refund issue. It has been over a month, and the agent ******** that I spoke to most recently had told me that they were unable to refund me of the difference, as they were not at fault. As the hotel is not taking responsibility and the site that I booked through (reservation desk) which should have updated the information is not either, I was informed from her exact words, at this point in time, there is no one I can talk to further. Reservation Desk had led me to believe that they were affiliated with the hotel, and had even cancelled and rebooked my reservation without my knowledge. I would like a refund for the difference of parking, at the very least.

  Business Response

  Date: 04/17/2023

  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 type, confirmed the dates of stay as checking in on 2023-02-17 and checking out on 2023-02-22, and informed the caller that the total price for this reservation would be $1,388.13 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

  Each room in this reservation is refundable for a limited time: Cancellations before 02/14/2023, 11:59 PM (*******/***********) are fully refundable. Bookings cancelled after 02/14/2023, 11:59 PM (*******/***********) are subject to a fee of ****** USD. There is no refund for no-shows, early checkouts, or cancellations after 02/17/2023, 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.

  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 hotel's listing information provided to us states that their parking is $30. Hotels are responsible for providing the information about their location and mandatory fees to third parties for their listings. We do not manage any hotel properties and hotels reserve the right to charge mandatory fees as they see necessary for their property. Please let us know if there are any other questions.

  Regards, 

  ReservstionCounter.com

   

  
  

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19915699
  
  I am rejecting this response because:

  The hotel had told me that the parking charge was $50.00 a night and told me that I should take up the issue with Reservation Desk, since it was advertised on their website and through the confirmation that I had received that the parking would be $30.00 a night. I was unaware of this increase in price as from the booking time with Reservation Desk, I had a written confirmation of $30.00. As I do not know of the hotel prior to this trip and rely on Reservation Desk in order to provide me of accurate information, I believe that I should be presented with the right information, and not be surprised with additional charges. While Reservation Desk does not control the hotel, it is a service that represents the bookings made to various hotels, and as a result, should be an accurate reflection. 

  Please help to refund the difference between $50.00/ day and $30.00/ day throughout the duration of my stay. 

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

• Initial Complaint

  Date:04/08/2023

  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 on Thurs at 5:30 pm 4-6-23 EST to make reservations for 2 nights at the Red Roof Inn West Columbia SC. 4-7 and 4-8 2023. I asked if the person I was speaking with worked for the hotel and was told yes by a gentleman named Max. I needed the info to ask about bringing my 2 small dogs with me because they had a 1 dog 80 lb max dog limit. So I needed to speak with someone at the hotel that could approve this. He told me to wait and I did for a few minutes and he came back and told me it would be OK but they would charge 5 dollars each for the dogs. Red Roof has always had a pet acceptance policy but I said OK. I have been a member with Red Roof since 2011. We always stay with them and I had no idea I was dealing with a reservation company until receiving my confirmation number. I assumed like he said he worked for the motel. Then I asked for rates and was sitting here looking at it on my computer and he told me it would be 125.00/night but for me I could get it for 80.00/night. Then he came up with a total of 230.00. I said how did 160.00 grow to 230.00. He said taxes. I said OK. I gave him my credit card # to hold the room and he read the cancellation policy so fast I couldn't understand what he was saying. He had a very distinct accent and it was difficult for my southern ears to understand. He sent me a confirmation # with the cancellation policy via by text to my phone. I read the cancellation and the first thing I noticed is that it was not from Red Roof but from Reservation Counter. It said I had until 12 am on the 6th to cancel it. So I did. I was angry that I had been lied to about who he worked for. I called back and had a very difficult time getting to speak to anyone. Being put on terminal hold until I had to use my husbands phone to actually speak to someone. I was charged 15.99 for their service fee and 107.00 for the first night that they charged me even though this all happened within one hour. I thought I had until midnight to cancel.

  Business Response

  Date: 04/17/2023

  To whom it may concern,

  Thank you for the opportunity to review this case in depth.  ********************** 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 ********************** 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 Red Roof Inn Columbia West, SC located at ** ********* **, Columbia, SC, US, informed the caller that the reservation was for Deluxe King Room Non-Smoking room type, confirmed the dates of stay as checking in on 2023-04-07 and checking out on 2023-04-09, and informed the caller that the total price for this reservation would be $230.15 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

  For cancellation before 6 April 2023 12:00 AM (hotel time): Good news! Before Thursday, Apr 6th, 2023 at midnight local hotel time (in New York), you may cancel your reservation for a full refund. For cancellation between 6 April 2023 12:00 AM and 7 April 2023 12:00 AM (hotel time): Between Thursday, Apr 6th, 2023 at midnight and Friday, Apr 7th, 2023 at midnight local hotel time (in New York), you may cancel your reservation for a partial refund. This is a partial refund of $107.08. For cancellation after 7 April 2023 12:00 AM (hotel time): After Friday, Apr 7th, 2023 at midnight local hotel time (in New York), you are not allowed to change or cancel your reservation. If you cancel your reservation after Apr 7, you will still be charged for the full amount. 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 on 2023-04-06 04:16 PM MDT.  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 cancellation policy.
  

  As a courtesy, we have contacted our hotel partners and requested a refund on the customer's behalf. A partial refund of $107.08 was approved and processed for this guest. We are contractually bound to adhere to the terms and conditions of the booking as agreed upon at the time it was reserved.

  Regards,

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

  
  

• Initial Complaint

  Date:04/07/2023

  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.

  I made a reservation back on 22 Mar for a stay 4-6 April. The gentleman who made my reservation at that time assured me he was giving me "the best rate". I told him I only wanted to pay the government rate of $109 a night. " I will do better than that" and I said NO, I just wanted to pay the government rate. Fast forward to the actual reserved date and imagine my surprise when the girl a the hotel said not only am I NOT paying the government rate but much more! And that I had reserved it through Priceline. I specifically asked for this rate and paid much more than my boss and two others who all stayed there with the government rate, Please fix this as per the Joint Travel Regulation, I can NOT be charged nor pay over what is pre agreed to, Thank you, ****** *******. ***********

  Business Response

  Date: 04/17/2023

  To whom it may concern,

  Thank you for the opportunity to review this case in depth.  ********************** 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 ********************** an independent booking service for top hotels.

  We have found that the customer requested to book a reservation.  The agent advised that while we did not have access to the government rate, they could offer a rate lower than what the customer was looking for. The agent quoted all prices and advised they would be before taxes and fees.

  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 Sumter located at **** ***** ******* ******, SC, US, informed the caller that the reservation was for Double Room with Two Double Beds - Non-Smoking room type, confirmed the dates of stay as checking in on 2023-04-04 and checking out on 2023-04-06, and informed the caller that the total price for this reservation would be $445.79 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

  For cancellation before 31 March 2023 12:00 AM (hotel time): Risk-free booking! Cancel before 2023-03-31 and you'll pay nothing! Any cancellation received within 4 days prior to the arrival date will incur the first night's charge. For cancellation between 31 March 2023 12:00 AM and 4 April 2023 12:00 AM (hotel time): Failure to arrive at your hotel or property will be treated as a No-Show and will incur a charge of 100% of the booking value (Hotel policy). This is a partial refund of $214.41. For cancellation after 4 April 2023 12:00 AM (hotel time): For the room type and rate that you've selected, you are not allowed to change or cancel your reservation. If you cancel your room, you will still be charged for the full reservation amount. 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 apologize for any confusion that has occurred, however the cancellation policy associated with this booking no longer qualifies for a cancellation and refund. We are contractually bound to adhere to the terms and conditions agreed upon at the time of booking.

  Regards,

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

• Initial Complaint

  Date:04/04/2023

  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 the internet which turns out to be this company. There was a problem with the amount charged. I called the number on my credit card statement and a recording indicated the line was no longer in service. After several weeks of back and forth with Reservation Deck and Capital One (please refer to the uploaded back up files) I was told by Reservation Desk that we were good to go. I arrived in Ft. Lauderdale on Feb 19, 2023 and arrived at the hotel only to be told by the front desk that my reservation was cancelled. The check in clerk showed me the screen that indicated "someone" cancelled the reservation and no rooms were available. I showed her my confirmation to no avail. I found another hotel and now have had to pay twice. This is in addition to countless hours spent on the phone to both the vendor and Capital One (the credit card company). 1. Hyatt said they were never paid. 2. Reservation Desk said they were never paid. 3. Capital One claims that they paid Reservation Desk. No one will show me the trail of the money. Nor will Reservation Desk provide me with a copy of the cancellation notice because there is none. I am retired on fixed income and cannot afford to pay my hotel bill twice (which is what I have done). I am filing the same complaint against Capital One as they were complicit in the fiasco. Thank you for your assistance

  Business Response

  Date: 04/12/2023

  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. 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.

  We were advised that the supplier was unable to collect payment from the guest for the reservation, and so the reservation was cancelled in their system. On our end, the booking was never cancelled, but that does not mean it was not cancelled on the supplier and hotels end. We are
  contractually bound to abide by the terms and conditions that were agreed to at
  the time of purchase, and our information regarding this charge is limited because we were not the merchant on the transaction. 

  As a
  courtesy, we have reached out to the hotel and our hotel partners on the behalf
  of the customer and requested further information. We will provide an update when we receive that. 

  Regards,

  ReservationDesk.com

  Business Response

  Date: 04/17/2023

  To whom it may concern,

  Again, the reservation was never cancelled in our system. 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.  Our company does not store credit card information or hold payments.

  The customer booked the reservation on 2022-12-25. Their check in was not until 2023-02-19, and they were allowed free cancellation until 11 February 2023 12:00 AM (hotel time). However, our supplier has informed us that the charges were disputed on 2023-01-24. The customer had made no complaint to us prior to this date. We did receive a call from the customer confirming the reservation, which was confirmed, but no complaint was made at that time. 

  When charges are disputed, our suppliers system will automatically cancel the reservation as payment is not settled. This is likely the reason it was cancelled in their system, which would have cancelled it with the hotel. When a customer proactively files a dispute, we 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.  
  

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 04/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:   "Again, the reservation was never cancelled in our system".   Well I personally saw the computer screen at the hotel which was included in my complaint attachments.   So if I confirmed my reservation with Reservation Desk (which they admit see below) then who cancelled my reservation.

  "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".   This DID NOT HAPPEN.   The hotel never received payment per the hotel manager.   Payment was made to Reservation Desk per Capital One.
  

  "The customer booked the reservation on 2022-12-25. Their check in was not until 2023-02-19, and they were allowed free cancellation until 11 February 2023 12:00 AM (hotel time)".  This part of their response is true.  However, our supplier has informed us that the charges were disputed on 2023-01-24.  This is true because I questioned the charge and Capital One told me to call the vendor.   The phone number on the paper statement I received was "number not in service".    Capital One then told me to check on my confirmation statement to see if there was a different number  (which was enclosed in my attachments),   I tried that number and a live person answered.   They further explained the charges and I said that I understood and AGREED.   I asked them what I needed to do and they said, "YOU ARE CONFIRMED"   I called Capital One back and that is when they supposedly paid the bill.  "We did receive a call from the customer confirming the reservation, which was confirmed, but no complaint was made at that time".   This statement from Reservation Desk is also true and backs up my previous two sentences that I was able to connect to a person (versus the number has been disconnected).   So if Reservation Desk admits that I called to confirm and I took the confirmation number and receipt to the hotel then WHY did Reservation Desk cancel my reservation.   It is true that once they reconfirmed my reservation, I did not complain (as Reservation Desk stated above) as I didn't know that someone cancelled the reservation. 
  
  
  
  
  Sincerely,
  
  *** *******
  
  

• Initial Complaint

  Date:04/03/2023

  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 thought that I was logging into the Embassy suite website but it was a third party. I as told to book a room at Embassy suite now and call back later to get a cheaper price. then when I cancelled the room I was offered another room at another hotel. I was given a kinkg bed when I requested 2 queens and was then told that i could change to the two queen **** at no additional charge. Then I was told later that no changes could be made and if I cancel I would be charges a days room rate.

  Business Response

  Date: 04/07/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. We have found that the reservation has been cancelled and a refund has been offered. Please let us know if there are any other questions. 

  Regards,

  ReservatinCounter.com

• Initial Complaint

  Date:03/25/2023

  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 searched online for the Pear Tree Inn St Louis where I had stayed before with my grandson. Planning to make reservations for spring break, I clicked the Reservations site and thought I was dealing with the Pear Tree Inn. I proceeded to key in the dates March 28-30 and 1 adult, 2 children for 2 queen beds non smoking. When the reservation went to the payment page it showed the total $248.69 and I thought that was ok for 2 nights. Once I received the email confirmation it showed that the reservation was for only 1 night, March 29-30. I felt like a mistake had been made. I called the hotel and learned that the reservation had been made through a third party. While on that call I asked if I could book a room for Mar 28; the charge for the same room was $159.99 + taxes/fees $27.09 = $187.08. Needless to say, I phoned the number for Reservation Counter and spoke with John who told me that the reservation was made on-line and that I had agreed to the charge and that the contract states that no changes or cancellations are allowed. I explained the information above and told him I was happy to pay the same amount as the Hotel actually charges but I was NOT happy about paying $60 more than that. He informed me that there was "nothing that could be done." I asked for a supervisor and waited for 20 minutes for Eric. During that time, I looked for reviews on line and found the BBB report and the news reports about this fraud. When Eric finally answered I gave him the synopsis and asked if he could help and he promptly advised me that I had to have agreed to the charge (I did when I thought I was getting two nights) and there was nothing he could do. I told him that I would file a complaint with the BBB and that I would dispute the charge with Visa when it appears on my statement.

  Business Response

  Date: 04/03/2023

  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: 

  Add cancellation policy

  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. Reservation Counter does not modify the rates we are given and are required to book at the price that has been dictated to us. 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:03/23/2023

  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.

  I booked a Hotel room through "Reservations Desk" at the Comfort Inn early March. On March 22nd our plans changed for a separate trip we were taking so I found my conformation in my Emails and canceled what I thought was my other trip. I quickly realized I canceled the wrong trip and contacted "Reservation Desk" within minutes. Quite honestly I thought I was contacting Comfort Inn, not a 3rd party reservation co. Their website I feel misleads you into thinking that, but that's beside the point. Upon explaining that we mistakenly canceled the wrong reservation we were told that we would have to re-book and we were just out $175.07. No refund, no keeping the original booking, just too bad basically. Mind you we wanted to keep the booking.....I guess I could maybe see if this was 12, 24, 48, or even 7 days from the stay but this stay was for April 14th-15th.....more than 3 weeks out. I honestly have never in my life had this bad of a customer experience, hands down.

  Business Response

  Date: 04/03/2023

  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: 

  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 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 your 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, 

  ReservationDesk.com

  
  

• Initial Complaint

  Date:03/17/2023

  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.

  called this company accidentally , while trying to book at a hilton hotel, the pop up on the web page led me to believe i was calling the hotel. the woman on the phone quoted me a price, and then charged a different price, also after confirming with the actual hotel, i was told she booked a completely different room than what i asked for. i called the company back, they said they would reverse charges and would help me with book a proper room. As they were "helping" to reverse my charges, they disconnected the phone call. i called back, explained the situation, they assured that they would help me to reverse charges, and book the proper room, after booking i was put on hold while waiting for confirmation of my refund, they hung up on my again. i contacted the hotel directly, and was informed that his reservation was for the wrong room as well. i called the company back,to have all charges reversed, and was told that they wouldnt reverse charges. this buisness is a scam, and should not be allowed to do buisness in the U.S.

  Business Response

  Date: 03/22/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. We have reviewed the customers call to our sales center and were able to offer the customer a refund. An email has been sent to the guest directly with refund details and we are awaiting their response. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:03/13/2023

  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 Feb 28, 2023, I thought I was making a reservation through the Hampton Inn website. It turns out that it was a third party called Reservation Counter LLC. The person on the phone I spoke with stated, that I could cancel the reservation by 5:00 pm the same day.
  My circumstances changed during the day and I had to cancel the reservation. I called prior to 5:00 pm and the attendant stated that the reservation should have been cancelled prior to 5:00 am. I asked how it is that possible when I made the reservation at 9:00 am? I stated to them that "this is illegal" that you tell me one thing in the moring and another in the afternoon. She then said that I would be charged $266.42 for cancelling the reservation. Again, I stated that this is not legal for you to charge me.
  I spoke to the supervisor. He was no help in resolving the dispute and stated that they would escalate my concerns.
  During the first week in March 2023, I called the service desk again to see if they had resolved my disput. The attendant stated I would be getting a refund and that I should be receiving an email stating this. I repeated what she said, "I would be receiving a refund" she stated "yes".
  As of Mar 13. 2023. I have not received a refund. I called the service desk again. Now they tell me that I will not be receiving a refund. So they have lied to me twice.
  I have asked to hear the initial conversation from when I made the reservation and also to hear the conversation from when the attendant stated I would receive a refund.
  This company is actively making fraudulent claims on their cancelation policies as well as lying to their customers. I am requesting a full refund of $266.42 for the invalid reservation charge as well as $15.99 service fee that was not disclosed during the call.

  Business Response

  Date: 03/17/2023

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. We have located an error in this case and followed up with the customer directly for resolution. Please let us know if there are any other questions. 

  Regards, 
  

  ReservationCounter.com

  Customer Answer

  Date: 03/18/2023

   
  
  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. However, it took multiple calls to the company and I had to dispute the charge through my bank. The customer service with this company is deplorable. I will not and suggest that no one else uses this company to make hotel reservations. 
  
  
  
  Sincerely,
  
  *********** ******
  

• Initial Complaint

  Date:02/28/2023

  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 hotel reservation on December 12, 2022, and I thought it was directly with the hotel but apparently it was through Reservation Counter (which appears to go by a number of different names). I am traveling to the hotel next week and need to change the reservation from 4 nights to 2 nights because my travel plans have changed. I called the hotel and they said I had made the reservation through a third-party site, so I located the number to call and called Reservation Counter. In order to make my requested change, they want to charge me more than it costs to just keep the reservation for 4 nights. Their cancellation policy is deceptive. In particular, I made the reservation on December 12 but the policy says it is refundable until December 11 (the day before the reservation was made). The company is not willing to waive the cancellation fee even though (1) I am not cancelling the reservation - I am only changing it (and there is nothing in the policy about changing the reservation and (2) the hotel itself said it would not charge a fee for making the change and said they are willing to tell the third-party booking site that there should be no fee for the change. This company should not be in business.

  Business Response

  Date: 03/07/2023

  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 refundable for a limited time: Cancellations before 12/11/2022, 11:59 PM (*******/***********) are fully refundable. Bookings cancelled after 12/11/2022, 11:59 PM (*******/***********) are subject to a fee of ******* USD. Bookings cancelled after 03/06/2023, 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.

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

  The customer then called in with a request to modify their dates. Because the reservation is prepaid, any changes would require a change in payment. Rates vary and fluctuate daily and sometimes hourly, so in order to process any changes the existing booking must be canceled and a new reservation booked. We do understaand that the hotel may be willing to offer a partial refund of the unused nights. We have asked the customer to send us that approval from the hotel, and then we can open a case with our supplier to see if a refund can be granted. Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com