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: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 

• Initial Complaint

  Date:04/10/2023

  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.

  April 7, 2023, I visited the Hyatt Regency Hotel's website which appeared authentic with a phone # next to reservations; turns out it was a third party called Reservation Desk. This is very misleading as they are putting themselves out there as though they are the hotel. I called not realizing I wasn't speaking directly with the Hotel Rep until after the room was booked and I received an alert from my credit card and the booking confirmation.
  I asked a few times (had trouble understanding the rep) about the cancellation policy in case I need to cancel the trip. The room is for two nights; Sept. 15 and Sept. 16, 2023. I was assured I could cancel up to August 9 without a penalty or fee. I assumed that meant there would be No charges and a full refund of $733.85 for the room and $15.99 booking fee if my plans had changed.
  When my plans changed, I called back within an hour of my reservation. The rep indicated I could Not cancel my reservation Nor expect a refund. You have to click on the cancellation policy link to learn about their cancellation policy. Of course, you don't receive the confirmation until after the room is booked. The rep said she needed to speak to the Hotel Mgr & due to a holiday it would take 3-5 days for someone to get back to me. This is unacceptable as the reservation was just made and I needed to change/cancel the reservation due to change of plans. I called back 2 more times & assigned case# **********. Nothing yet.
  I spoke with the hotel rep who confirmed the reservation but couldn't see the details as it was booked through a third party. She said they have had complaints with this company. The email alert from my credit card indicated a pending charge with GETAROOM.com for the room and it posted as CCI*HOTEL RESERVATIO###-###-#### TX. A pending charge for a booking fee with RESERVATION COUNTER and it posted asBT*HOTELBOOKING*SERVLEHI UT. Reservation Desk must use third parties or managed/owned by these companies. DECEPTIVE & MISLEADING

  Business Response

  Date: 04/18/2023

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. Our support team is still working on this request and will provide an update to the customer as soon as we have a final resolution. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 04/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The issue hasn't been resolved yet.  Their response indicated they are still investigating.  What is the expected time frame for a resolution?   
  
  
  
  Sincerely,
  
  * *******
  

  Business Response

  Date: 04/27/2023

  To whom it may concern, 

  Our supplier is currently working on this case and has requested 3 business days to conclude their investigation. We will update the customer as soon as that is complete.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 05/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: not only was the room reservation cancelled, but I only received a partial credit of $69.77 instead of the full $733.85 payment. That is more than a 90% profit this corporation and its subsidiaries are making off of people who have worked hard to save money for a special trip.

  I have always called hotels directly to book rooms.  But, unbeknownst to me this one time, the phone # listed on what appeared to be the authentic Hotel's website was to ReservationDesk.com (very small print). I am a very dissatisfied customer and have nothing good to say about how this organization conducts business.  

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

  Business Response

  Date: 05/05/2023

  To whom it may concern, 

  Thank you for your patience. We have been in contact with our hotel suppliers, who have advised that the hotel has not approved the refund. We were told that Jane at the property had approved a refund, however when our supplier followed up on this information and spoke with the reservations and accounting departments, they were advised that Jane is not in a position to approve refunds and our refund request was denied. We recommend that the customer obtain written approval from the hotel in order to further the request. We'd be happy to try again with that information once it is provided.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 05/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I do not find this response acceptable at all.  My credit card was charged AND the room reservation was cancelled by you the third party.  I had to call the Hotel directly to learn that the room reservation was cancelled.  You did Not send me a confirmation that the Hotel Room Reservation was cancelled; And you kept my Money for NO services rendered.  Quite the SCAM you got going on there.   

  My credit card was charged immediately for a room reservation in the future. And the booking confirmation was received after the charge showing the details that there would be additional charges that I would have to pay to the Hotel along with a Link to click on for your Cancellation Policy.  Of course, by the time these emails were received, it was too late to do anything about the room reservation.  And the Hotel couldn't provide any details about the room reservation was made.  

  Your Company is reaping the benefits/profits off people like myself, hard working, trusting seniors, who are not savvy to your DECEPTIVE Business Practices.  

   

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

  Business Response

  Date: 05/10/2023

  To whom it may concern, 

  The reservation was not canceled by our company. Please see attached image. 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 Hyatt Regency Waikiki Beach Resort & Spa collected payment for this reservation on 2023-04-07. 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. In this case, the hotel and the supplier were not able to reach an agreement and the refund was denied.

  Please let us know if you have any other questions. 

  Regards,

  ReservationCounter.com

• 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