Business Profile

Hotel Reservation

Reservation Counter, LLC

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Important information

Customer Complaint:
Complaints
received by BBB allege some customers assume they are dealing directly with the
hotel while booking through Reservation Counter, which is not the case. Reservation Counter is a travel agency. Each hotel has a different cancellation
policy which is displayed on the hotel checkout page. BBB urges consumers to
read and understand the cancellation policy prior to booking a reservation.

Complaints

Name: Reservation Counter, LLC
Address: 4700 W Daybreak Pkwy Ste 100N, South Jordan, UT, 84009-5130, USA
Telephone: (833) 372-5455

This profile includes complaints for Reservation Counter, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

660 total complaints in the last 3 years.
209 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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: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
Initial Complaint
Date:02/20/2023
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.
Reservation Counter is hired by getaroom.com to help with online booking transactions. I believe the website is using predatory and dishonest methods to mislead customers. The way the website is designed makes it very difficult to see/read information about additional fees and cancellation policies. For example, an itemized bill is not available for viewing on the payment page.
Business Response
Date: 02/27/2023
To whom it may concern,
Thank you for this information. We're sorry to hear about this guests frustration. 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.

This is not our customer and we do not have any bookings for them based on the information provided. If there is a specific request, we would need the customers itinerary number. Please let us know if there are any other questions.
ReservationCounter.com
Initial Complaint
Date:02/11/2023
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 2/11/23, I thought I was making a hotel reservation at the Best Western in ******** **. After I made the reservation, I realized that my dates were off. I didn't see any way to make the correction, so I cancelled and was going to resubmit the reservation. That was when I called and was told that i made a reservation with a third party and that I was penalized 252 dollars for 20-minute mistake. I requested to speak to a manager, and he was no help. The cancellation policy says after you must cancel before 2/10/23 ****pm. How can I do that if i am making the reservation on 2/11/23 around 256pm? This is shxxxx business practices and I want my money back. Most respectable hotels allow you to cancel without a penalty.
Business Response
Date: 02/21/2023
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 02/10/2023, 11:59 PM (*******/********) are fully refundable. Bookings cancelled after 02/10/2023, 11:59 PM (*******/********) are subject to a fee of ****** USD. Bookings cancelled after 08/31/2023, 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 went online and cancelled the booking. When cancelling a reservation online, a customer is again advised of the cancellation 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.
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, 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. We do not hold the customers payment.
We are contractually bound to adhere to the terms and conditions agreed upon at the time of booking. Please let us know if there are any other questions.
Regards,
ReservationCounter.com
Customer Answer
Date: 02/21/2023

Complaint: 19389146

I am rejecting this response because: When I was booking my reservation, i thought I was dealing with the Best Western reservation desk. When I saw the cancel by 2/10/23at ****pm, i took it as a glitch with their system for not updating properly. I was booking my reservation on 2/11/23., I have never dealt with this company before, and never will again. So by using this website, they are making their money by any means. Hotels do give you the option to cancel. The room was for 2 nights at 313 dollars. I cancelled., because I wasn't given the option to make corrections to the reservation. Why should i be penalized and give them 252 dollars? From the reviews, I'm not the first person to be taken advantage of their business practices. I want my money back and I will continue to fight. Customer service does not matter. The worse parrt is that I still have to find a room for my trip. I will call the hotel of my choice, before I get ripped off again.

Sincerely,

*********************
Business Response
Date: 02/27/2023
To whom it may concern,
Thank you for the follow up. We do understand the customers frustration. However, all terms and conditions were given at the time of booking and again at the time of cancellation. The customer acknowledged and agreed to these terms each time they were presented. We are bound to these terms and conditions. Please let us know if there are any other questions.
Regards,
ReservationCounter.com
Customer Answer
Date: 02/27/2023

Complaint: 19389146

I am rejecting this response because: As I've previously stated, i thought it was a system glitch with the date not being updated. Meaning I ,still have time to cancel my reservation, if needed. I was never given the option.

Sincerely,

*********************
Initial Complaint
Date:02/07/2023
Type:Customer Service 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.
Hello Team,I booked Homewood Suites by ******, ********* from reservationcounter from June 10 - June 12, 2022. When I did the booking, I choose room with two beds but when I reached the hotel, I was given the room with one bed as that was the only one they had. I spoke to the manager there and she agreed to refund me the amount. She even posted a refund on the reservationcounter's virtual card. When I came back to AZ I called the reservationcounter and informed them about the refund but since July 2022 till today I have not got the refund. The hotel manager has also provided them with her confirmation email about the amount that should be refunded back to me but the reservationcounter people always give excuse of the case is still under review. They are harassing me by holding my money for last 7 months without any reason and are not issuing any refund. I request your help in getting my money back from them.
Business Response
Date: 02/10/2023
To whom it may concern,
Thank you for the opportunity to review this case in depth. 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.

When a refund is granted, the hotel initiates a refund back to the merchant who then processes the refund back to the guest. The hotel did initiate a refund back to the merchant, but that is not our company. We were then required to wait for the merchant to conclude their investigation and refund process. In this case, we were informed by the merchant that the refund was approved as of 02/01/2023. As we are not the merchant, we have limited access to the details of this refund. We are not holding the payment, nor do we hold the customer's credit card information for security purposes.

Once funds are released by a merchant, they are no longer tracked for the safety of the consumer. The merchant has advised that the refund was released to the customer's financial institution, and they have had no further information about the funds since that date of release.

We recommend the customer reach out to their bank for further information about the refund. Please let us know if you have any other questions.
Regards,
ReservationCounter.com
Initial Complaint
Date:02/04/2023
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.
On Friday, 1/27/23, I pulled up The Hampton Inn, **** ***** *****, Raleigh, NC on my computer, BY THE ADDRESS, because it was close to an event my grandson is attending this weekend, 2/3-2/5/23. I booked the reservation, and when I printed the receipt, it had The Hampton Inn, but at **** **** ********* ***** in Raleigh. I had never even looked at that hotel, as it is 30 minutes away from the event. How this reservation was made at the wrong location, I have no clue, but I do know what tab I still had open, and that was **** ***** *****. I tried calling the support number, and it's a call center in Guatemala. I only asked that my reservation be changed to the correct hotel. They only repeated that they had no authority to modify or cancel anything. I've talked to several people in three different South American countries, all spewing the same exact words. I asked repeatedly for a phone number of someone that could actually help me, but no one could, or would, give me a working number. They even lied to me, and said they contacted the hotel, and the hotel said it could not be changed, when in fact, I had just spoken to the manager at the hotel, explained the situation, and she said it was fine with her to change it to my desired location, but it was not up to her, because they (Reservationcounter.com) was who had my money. I have spent hours online, and on the phone, trying to locate this business, but to no avail. The manager at the hotel said my reservation was booked by GetARoom.com, ###-###-####, corporate office Dallas, TX. But when I called, I got a guy in Manilla, Philippines. The front desk manager was so displeased with this third-party booking fiasco, she took action, and the General Managers of the two hotels involved have resolved my issue. But I want everyone to know that there is nothing on the up and up about this company. When you cannot reach an actual business, only foreign call centers, good chance it's a scam. All phone #'s listed here are no good.
Business Response
Date: 02/09/2023
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 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 contacted us regarding their desire to change locations, however we are contractually bound to adhere to the terms and conditions as agreed upon at the time of booking. The customer reached our business numerous times. We do understand that the customer did not get the resolution they desired, however we are required to abide by the terms and conditions agreed upon at the time this was booked. Please let us know if you have any other questions.
Regards,
ReservationCounter.com

Customer Answer
Date: 02/13/2023

Complaint: ********

I am rejecting this response because:
I pulled up the hotel I needed to stay at by ADDRESS.
I was booked at an entirely different LOCATION, one that I had not even looked at!
I was not asking for a REFUND.
I was asking to be changed to the CORRECT hotel location.
Just a note, there were 189 complaints, prior to mine, in the last 12 months!

Sincerely,

***** *****

Business Response
Date: 02/15/2023
To whom it may concern,
As previously stated, the customer selected their own location and dates. Our websites, like others, work by taking incoming data from customers in order to create their reservation. The reservation is nonrefundable and prepaid, which is why we are unable to make any changes to the existing booking. Prepaid rates guarantee a rate for a specific date and location. Rates change and vary multiple times a day depending on a number of factors including dates of stay, location, or supply and demand. This existing booking would have needed to be canceled in accordance with the cancelation policy and then the guest could book for a different location. We also do not contract directly with any hotels, and therefore could not just move a reservation to a different location.
Please let us know if you have any other questions.
Regards,
ReservationCounter.com

Initial Complaint

Date:01/31/2023

Type:Product Issues

Status:

Resolved

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.

Made reservations with RC on about 9/8/22, they took my money of ****** on 9/8/22 also. Itinerary No for reservation is *********. Res. was for 10/15/2022. When we got to hotel rooms weren't ready so they valet parked our vehicle and told us to go do whatever and we can check in after 3pm. Got back to hotel around 10pm. Front desk informed us we didn't have a reservation. I showed them the reservation number and where RC had taken my money. Would not honor that number. Had to drive back in the middle of the night as no rooms were available in ***********, they were having alot of festivies going on that weekend. I have tried to get them to refund on numerous occasion for the ******. They are saying we cancelled the reservation. I was there with 6 other couples they all got to check in and they all witnessed this. I just want my money back and to alert the public if they are making reservations they should not deal with this Company.

Business Response

Date: 02/06/2023

To whom it may concern,

Thank you for the opportunity to review this case in depth. 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 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 hold the payment or store credit card information.

In order for a refund to be processed, the hotel must initiate a refund to the merchant of record, who could then process it back to the customer. The customer informed us that the hotel had stated they did not collect payment for the booking, so our agents contacted the merchant of record to request that a refund be processed back to the customer. The merchant of record indicated that the payment had been taken in full and that the reservation had been "checked in" and therefore used. Since the merchant did not receive the payment back, they could not process a refund to the guest.

We understand the customer's frustration as it appears we've received conflicting information about the status of the booking at the hotel. We have reached out to the hotel's management team to see if we can get more information, but have not heard back from them yet. We will provide further information as we get more updates.

Regards,

ReservationCounter.com

Customer Answer

Date: 02/06/2023

Complaint: ********

I am rejecting this response because: They would not let me check in to the hotel they did not have my reservation. I am forwarding the letter from the Holiday Inn

---------- Forwarded message ---------
From: ******************************* <***************************>
Date: Mon, Feb 6, 2023 at 10:05 AM
Subject: Fwd: Reservation of Itinerary No. ********* of ***************************
To: <************************************>

#******** Here is the letter from Holiday Inn. I was not able to attach to original email

Thank you,
*******************************

************ phone

---------- Forwarded message ---------
From: ******************* <Kayla.King@dynamicgroupmgmt.com>
Date: Fri, Feb 3, 2023 at 1:02 PM
Subject: Re: Reservation of Itinerary No. ********* of ***************************
To: Reservation Counter <support@reservationcounter.com>
Cc: ******************************* <***************************>

Reservation Counter-

***** did not cancel her reservation.

I have spoken with you all and Expedia about this reservation.

***** arrived at our hotel to check in. Her reservation was not found in the system.

They left the hotel and traveled back home.

We have not informed you that a refund will not be granted due to cancellation because there was no cancellation.

I have approved the refund and Expedia sees that through our extranet.

Please have this case escalated for review.

*****

On Thu, Jan 26, 2023 at 11:14 AM ******************************* <***************************> wrote:

got this today
Thank you,
*******************************
Aflac Associate
************ phone

---------- Forwarded message ---------
From: ReservationCounter.com <support@reservationcounter.com>
Date: Thu, Jan 26, 2023 at 7:35 AM
Subject: Reservation of Itinerary No. ********* of ***************************
To: <***************************>

**************
Hello ***************************,
Thank you again for contacting us regarding your ***************************************************, an IHG Hotel reservation. We have reviewed your inquiry, checked our records, and made a request to our hotel partners on your behalf to obtain approval for a refund exception.
Unfortunately, we have been informed by our hotel partner that a refund will not be granted due to the cancellation policy that was provided and agreed upon at the time of booking. We value you as a customer and apologize that we are not able to offer your desired resolution at this time.
Should you need further assistance, please respond to this email and a member of our Escalations Team will take good care of you.
It was a pleasure assisting you with your request.
Regards,
******
ReservationCounter.com
**************
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All rights reserved

If you'd like to unsubscribe and stop receiving these emails click here .

******************* | General Manager

Holiday Inn & Suites | 434 ***********. ***********, ** 37402
Tel: ************ | Fax: ************ | Mobile: ************

Independently owned by Eco Properties LLC and operated by Dynamic Group.

This document is for internal use and is to be shared with management and legal counsel.

******************* | General Manager

Holiday Inn & Suites | 434 ***********. ***********, ** 37402
Tel: ************ | Fax: ************ | Mobile: ************

Independently owned by Eco Properties LLC and operated by Dynamic Group.

This document is for internal use and is to be shared with management and legal counsel.

Noted.

Received, thank you.

Noted with thanks.

Sincerely,

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

Business Response

Date: 02/09/2023

To whom it may concern,

As previously stated, the supplier advised us that they had not received a refund back and could therefore not credit the customer. This is still an open case in our system as we have been working with our supplier to get this refunded to the guest based on documentation we received from the hotel. In this case, we are not waiting on the hotel or Expedia, rather we are waiting on the merchant to confirm they've received the funds back and can process back to the guest. We do understand that this is frustrating, however we are required to wait on their final resolution since we are not holding the customers credit card information or payment. Please let us know if there are any other questions.

Regards,

ReservationCounter.com

Customer Answer

Date: 05/15/2023

Itinerary #********* reservation for the Holiday Inn Suites in ***********, **. This dispute has not been resolved. I have not received my refund from Reservation Counter of 300.77. I lost my credit card and closed my account with Regions Bank. Reservation Counter says they can't refund back to me without that account number. I have asked them to send me a check for the refund. I have sent them all the information they have requested. I don't know what else I can do, but I would greatly appreciate your help in this matter.

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

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

Thank you,
*******************************
************ phone

Business Response

Date: 05/22/2023

To whom it may concern,

Thank you for following up on this case. We have consulted with our hotel partner who has been unable to process a refund back to the guest due to their account being closed. As a courtesy, our company will issue a check to the guest to cover this cost. Please let ** know if there are any other questions.

Regards,

ReservationCounter.com

Customer Answer

Date: 05/22/2023

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, as long as I get my ****** in a timely matter I have been waiting on the refund for over 6 months now. I just want them to do the right thing by me. I know they have my address in there file but I'm submitting it again. **************************; ************, ** 35976

Sincerely,

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

Customer Answer

Date: 06/06/2023

The Reservation Counter responded on 5/23/2023 that with my address that I would get a check within 10 to 15 days. I have not heard another word nor have I received any monies, once again I don't know how these people are still in business. I defintely want to reopen this case. They have had my money for 7 months now. When does it end. My address once again is **********************************************************; *****

Initial Complaint
Date:01/31/2023
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.
This company is a complete rip off! I dont understand how they are still allowed to be in business! They are a complete scam! I booked a room through them and when I wanted to change my room type they said I would need to rebook the reservation and then they would transfer me to the correct department to cancel the original reservation. Guess what- apparently I was past the date that I could cancel..even though they told me thats what I needed to do! I will e contacting my bank to file a fraud report on this company
Business Response
Date: 02/06/2023
To whom it may concern,
Thank you for the opportunity to review this case in depth. The customer contacted us on 2022-10-10 and requested to book a reservation. The cancellation policy agreed to at that time states:
Free cancellation until 23 January 2023 05:00 AM (hotel time). Cancellations made after 23 January 2023 05:00 AM (hotel time) will result in a $658.03 USD fee. The Reservation Counter $14.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
The customer then contacted us on 2023-01-23 to request a change to their booking. In order to make changes to a prepaid booking, it must be cancelled in accordance with the cancellation policy after being rebooked with the corrected details to ensure the customer has a ******************** to their liking. The customer was informed of this and requested to make the changes. The new reservation was booked and the customer was transferred to customer support to request the cancellation. The customer then became upset that they were going to be charged for cancelling and told the agent to leave the booking active and said they'd deal with it later.
We do apologize for any misunderstanding, however the agent was clear in stating that the existing booking would need to be cancelled in accordance with the cancellation policy in order for changes to be made. Please let us know if there are any other questions.
Regards,
ReservationCounter.com
Initial Complaint
Date:01/26/2023
Type:Billing 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.
This company charged me for a service fee that I was not aware of and did not authorize. It was on 07/17/22 for $14.99 and I am barely noticing it on my credit card statement. I contacted the business and explained that those charges were not authorized by me and did not appear anywhere. I also explained that they do not have an authorized signature from me about those fees, but they refuse to send me any information that shows any proof of that.
Business Response
Date: 01/31/2023
To whom it may concern,

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

For cancellation before 26 December 2022 12:00 AM (hotel time): Between 16/Jul/2022, 12:00 AM and 26/Dec/2022, 12:00 ******** time (CST), you may cancel your reservation for a partial refund. This is a partial refund of $8.79. For cancellation after 26 December 2022 12:00 AM (hotel time): After 26/Dec/2022, 12:00 AM (*******/*******) 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 Desk $14.99 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. As a courtesy, we have already refunded this fee to the customer when they called us to express concern about it. Please let us know if you have any other questions.
Regards,
ReservationCounter.com
Customer Answer
Date: 02/01/2023

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, the company needs to work on having this information big and visible, and added right by the total where customers can clearly see it.
Sincerely,

*****************************
Initial Complaint
Date:01/06/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
9/16/22 I went online to make a direct booking at the hotel for a stay on 1/13/23 to 1/15/23. I have to book this reservation way in advance every year because the hotels book up fast for this event. And the longer you wait to book it, the higher the room prices are. I always book it directly with the hotel, so that I can make modifications to my reservation later once the event schedule comes out. This company is deceptive in their online marketing in that I thought I was booking directly with the hotel and not a third party. I called them yesterday to either cancel or modify my hotel and they told me that they would not do this until the hotel agreed to cancel it. They told me they would call the hotel and call me back. I then called the hotel directly and they told me they have been getting several complaints about this company because customers feel they are booking directly with the hotel when they aren't. They told me they would approve the cancellation and that they flagged my reservation to say this. They just needed the company to call them to cancel it. They representative for Reservations Counter called me back and said the hotel did not approve my cancellation. I told him that I just got off the phone with them and they said they would cancel it. I asked them to call the hotel back. They said they would and that their resolutions team would email me back about it. I got an email from them today stating again that the hotel did not approve the cancellation. I called the hotel again and they said they have not received a call from Reservations Counter regarding my reservation. I emailed them back and asked them to call me and then call the hotel on three way, so that I could hear for myself that they are in deed even attempting to call them. No response yet. The hotel also told me that they don't charge third parties until the day of my reservation. The rep told me they needed to get a refund from the hotel first before they could refund me. This was a lie
Business Response
Date: 01/12/2023
To whom it may concern,
Thank you for the opportunity to review this case. Upon review of this reservation, we have found that this reservation was booked online.During the online booking process, the customer must click on one of our ads to be directed to our website. We are an independent booking agency and book hotel reservations for over ******* hotels worldwide. The customer selected their location, room type, and dates of stay prior to booking the reservation. These details are provided to the customer prior to them entering their credit card information and confirming the reservation. The customer is also provided with 3 separate opportunities during the booking process to review all the terms and conditions of the reservation including the cancellation policy. The cancellation policy on the reservation chosen by the customer states:
This booking is non-refundable, cannot be cancelled, changed or transferred and refunds are not allowed. The Reservation Counter $14.99 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 contacted us on 2023-01-05 and advised they would not be making their trip anymore and needed to cancel. The agent advised the customer of the cancellation policy, but did advise that we would make a refund request on their behalf. The agent contacted our hotel partners, who called the hotel and spoke to Assistant Manager ***, who advised that they cannot cancel the reservation due to the cancellation policy and denied the refund request. The customer was advised of this on the phone call. We understand the customer is upset, however we are contractually bound to adhere to the terms and conditions agreed upon at the time of booking.
Please let us know if there are any other questions.
Regards,
ReservationCounter.com

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Reservation Counter, LLC is NOT a BBB Accredited Business.