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

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

• 

  Reservation Counter, LLC

  2961 W Maple Loop Dr Ste 160 Lehi, UT 84048-5717

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:01/04/2023

  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.

  I booked a reservation online on June 28/22 confirmation number ********* for $798.34, with what I thought was with the hotel, ********* in ***** ** but in fact it was with/through Reservation Desk. The trip was for my special needs daughter's 14th birthday party. Unfortunately a week before the trip she had an grand mal epileptic seizure and she was unable to travel. I cancelled the reservation well before 48 hours of the trip which is the hotels policy for a refund, but Reservation Desk required a 72 hour cancelation notice in order to receive a refund. After months of a lot of back and forth and getting the **** consumer affairs office involved they agreed to submit a full refund on 11/10/22 and I still haven't received anything. I also received an email from ************************* at their partner/parent company WebBeds on 11/30/22 confirming I would receive a full refund and again I have received nothing to date. I have called and left messages, sent several emails and no one will reply or return my calls. I am asking for my full refund of $798.34 immediately.

  Business Response

  Date: 01/12/2023

  To whom it may concern,

  Thank you for reaching out to us regarding this refund request.Our records indicate that a refund was approved on the case, however we are not the merchant of record and have limited access to information pertaining to the funds. We have reached out to the merchant and requested an urgent update in this matter. Because we are not the merchant of record on the transaction,our company is not holding the funds. As soon as we have further information,we will provide another update. Please let us know if there are any other questions. 

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 01/12/2023

   
  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. And I have since received the refund due to me. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/31/2022

  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.

  I thought I was calling the hotel directly and asked the agent that question. He affirmed which was not true. I asked the question because he was having difficulty confirming that I was seeking a reservation in a block of rooms set aside for a wedding I will be attending. The block rate is $279 versus $429 they charged. I realized this was not the wedding block rate after comparing the rates after receiving the confirm from them. I made the reservation over the phone from my car, so i had no way to compare the rates at that time nevertheless, I advised the agent several times that i was part of a wedding and wanted the wedding block of rooms rate.The agent was deceptive and dishonest

  Business Response

  Date: 01/06/2023

  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 contract to abide to the terms and conditions that the hotel properties have dictated for their inventory. When a reservation is finalized,payment is collected by our hotel partner who is the merchant of record.Payment is then forwarded to the hotel by virtual credit card payment immediately to secure the guaranteed prepaid room for the consumer. The hotel *************** collected payment for this reservation on 2022-12-30. 

  We are currently investigating the concerns outlined in this complaint to provide the best resolution for the customer. As soon as we have a final resolution on this matter we will update the guest. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:12/30/2022

  Type:Billing 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 with them for a stay at a Holiday Inn Express on December 28, 2022. I was charged over $50.00 more than I anticipated. We stayed at the same place the week before on a Tuesday night. This reservation was for a Wednesday night. The room fee was $20 more which I understood and was aware of. Taxes and fees for the week before were less than $15.00. So I expected them to be about $20.00. I was shocked that they were $49.68 when I saw the bill. In addition I was charged a service fee for $15.99 by the company . I was not aware of this fee. I believe ReservationDesk inflated the taxes and fees by over 50% and then charged that additional fee I was not aware of

  Business Response

  Date: 01/05/2023

  To whom it may concern,

  Thank you for the opportunity to review this case in depth.  ReservationDesk.com is an independent hotel booking agency and we make reservations for over ******* hotels worldwide. We are required to adhere to strict guidelines set by the *** and are in direct compliance in our business practices.  When a customer searches for a hotel online,they will return multiple results including advertisements from third party reservation companies.  The customer would have had to click on one of our ads or call our inbound call center to be directed to our company.

  We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ReservationDesk.com an independent booking service for top hotels.

  We have found that the customer requested to book a ********************. The agent provided a complete recap of this reservation in which all the details of the reservation were reviewed. The agent informed the caller of the complete name and address of the property as ****************************************** located at *****************************************, informed the caller that the reservation was for 2 Queen ***** ********** room type, confirmed the dates of stay as checking in on 2022-12-28 and checking out on 2022-12-29, and informed the caller that the total price for this reservation would be $206.89 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which 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.

  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.
  
  Reservation Desk purchases our inventory in bulk from multiple hotel partners and suppliers under strict contract to abide to the terms and conditions that the hotel properties have dictated for their inventory. These terms were presented to the customer at the time of booking, and the customer agreed to these terms and conditions. 

  Please let us know if there are any other questions.

  Regards,

  ReservationDesk.com

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18658863
  
  I am rejecting this response because:
  

  During the phone call, I was not told about the $15.99 service fee, nor the $49.68 for taxes fees that would be charged.  The discussion was about the room rate of $141.22.  And many times the individual mentioned the reservation was nonrefundable.  I had stayed at the same place a week before and expected that the taxes and fees would be less than $20.00. I do not trust ReservationDesk because at the very least, they refuse to refund the $15.99.

   

  They have not apologized at all about what has happened. 

  
  Sincerely
  *********************

• Initial Complaint

  Date:12/16/2022

  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.

  ******* redirected me to an agent from Reservation Counter, a third-party travel agency, who made a reservation at a Comfort Inn without my full acknowledgment of their non-refundable policy. Before making the reservation on the phone, I told the agent that I could not hear his voice due to the loud background noise but the agent reassured me that he could hear me. When the reservation and payment went through, the confirmation email stated that it was not refundable. I immediately called the third-party travel agency and confirmed that and didn't believe me when I said that the agent did not state that in the call. I immediately called my credit card company to cancel the transaction but was told that the transaction had not been processed. So I then called Comfort Inn and was told by the manager that I could cancel the reservation at the time of the stay, which is what I did. The manager confirmed that he would cancel my reservation and that a refund of $1006.15 would be processed, but I never received it. A few weeks later, I called the hotel again; they said they had no record of this reservation and that they never received or charged this amount to my account. I am filing this claim because Reservation Counter charged me $1006.15 for a reservation that was canceled by the hotel and the contact number they provided me in the email confirmation was incorrect and directed me to a jail facility.

  Business Response

  Date: 01/03/2023

  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 1 queen **** nonsmoking (Room Only) room type, confirmed the dates of stay as checking in on 2022-10-01 and checking out on 2022-10-07, and informed the caller that the total price for this reservation would be $1,196.70 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  
  This reservation is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Counter $12.99 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 advised us that the hotel would be willing to cancel with a full refund. As a courtesy, we are currently working with our hotel partners to see if this refund can be approved and processed to the customer. We are not the merchant of record on this transaction, so we are not the entity holding the funds. We are currently working with the merchant to try to get this processed to the guest, but cannot guarantee that request will be fulfilled based on the cancellation policy. We will continue to work with the merchant toward a favorable outcome for the customer.

  Regards,

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

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/30/2022 I called what I thought was the Marriott Galleria in ******* fir a reservation. At no time did the representative on the other end say they were not part of Marriott. In fact they answered as if they were the reservation desk. I even asked if they could look up and add my Marriott rewards number to the reservation. They actually put me on hold as if they were pulling the information for me and came back to say I would need to call the rewards center. They did not explain why they had no access to this information. If I had been told this was not the Marriott I would not have used them. I asked if they would be sending me an email confirming the reservation to which they answered yes. Nothing arrived. I called to make a change to the reservation only to discover they were not the hotel. I contacted my credit card and filed a dispute after I was told that if they listened to the recording of the call and determined they did not represent themselves as reservationcounter.com they would refund my money. I have called back multiple times since they said this but keep getting the run around. The hotel said they made the reservation through Priceline.com. The agents name I last spoke with reviewing the deciding was **** and her agent #********. If they had not scammed me I would have checked their rating which all say it it is a scam. They advertise the hotel with their phone number as the marriotts number. Horrible experience. They should be forced to close their doors. My credit card company said they charged me a service fee day one and 5 days later the cost of the room. Horrible.

  Business Response

  Date: 12/21/2022

  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 Deluxe room, guest room, 1 king, city view, high floor (Room Only) room type, confirmed the dates of stay as checking in on 2022-12-14 and checking out on 2022-12-16, and informed the caller that the total price for this reservation would be $365.02 USD which would include all taxes and fees, and would be due at the time of booking. The agent then read the cancellation policy verbatim which states:
  
  This reservation is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Counter $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 called in to make their refund request. When our agents explained the procedure for reviewing the recording for any errors, the customer demanded an immediate refund. We do understand the customers frustration, however our agents are required to follow investigative procedure to ensure the integrity of the contract for both the customer and the business. The customer then proactively filed a dispute with their bank. 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.  

  In the meantime, we did follow procedure to have the call recording reviewed and even though we did not find any error on the part of the agent, we did make a refund request on the customers behalf with the merchant. This refund was granted on their behalf and a follow up email sent. Please keep in mind that the customer has filed a dispute, so we cannot guarantee that their bank will now accept this refund.

  Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:12/05/2022

  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 reserved a room at the ****************************************** via Reservation Counter (R3861898534 Check-in: December 2, 2022; Check-out: December 3, 2022). I didn't realize they were a third party reservation center until I received the confirmation. I thought I was reserving directly via the hotel. The reason I booked the reservation was because the hotel was closest to Animal Kingdom and they provided a shuttle to the park, according to the website. When I arrived, I found that the shuttle did not transport guests to Animal Kingdom (even though it's the closest). Once we settled in for the night in room 230 (2nd floor), at 4 am, we were startled from our sleep by glass shattering from our window. Someone (or some people) broke the glass. My husband and I kept discussing the lack of hotel safety. When we asked the front desk whether we were credited for the night, we were told we'd have to contact Reservation Counter, since we did not reserve directly with Quality Inn. I contacted Reservation Counter and was told we'd have to check out of the hotel before they'd be able to credit the amount. What was meant to be a celebratory weekend with my family was ruined due to lack of security at the hotel, and to add insult to injury, when I called Reservation Counter yesterday for status, they informed me that the refund was denied by Comfort Inn because I didn't have it in writing! I am not asking for anything unreasonable. I am only asking for a refund of the one night stay $146.94 + $15.99 = $162.93, which I would have gladly paid if the hotel would have had someone intervene when they saw suspicious activity on security cameras.

  Business Response

  Date: 12/09/2022

  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.

  Our listing for this hotel does not include any information about where the hotel shuttle will travel to. It does not appear that the hotel has provided us with this information. 

  Based on the information provided to us by the customer regarding their stay, our support team has made every effort to reach the hotel and our partners to make a refund request due to the safety concerns experienced at the hotel. Reservation Counter purchases our inventory from multiple hotel partners and suppliers under strict contract to abide to the terms and conditions that the hotel properties have dictated for their inventory. When a reservation is finalized, payment is collected by our hotel partner who is the merchant of record. Payment is then forwarded to the hotel by virtual credit card payment immediately to secure the guaranteed prepaid room for the consumer. The hotel ********************************************** collected payment for this reservation on 2022-11-28. 

  Our agents reached out to the merchant in this case with the refund request and were advised that the hotel had denied the request. Due to the nature of the concern, we made the request for written approval from the hotel to assist in our refund request. We have received this written approval from the hotel and sent it to the merchant for further review. Refunds due to hotel quality issues are not guaranteed since we do not manage the property, but we are working toward a favorable result for the guest. As soon as we have final resolution we will provide the guest with another update.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 12/10/2022

   
  Complaint: 18523875
  
  I am rejecting this response because: . The hotel states its Reservation Counters responsibility to issue the refund. Once I receive the total refund, I will consider the matter resolved.
  
  Sincerely,
  
  ************

• Initial Complaint

  Date:11/17/2022

  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 Nov 11 I booked a hotel room for Nov 19 thru Reservation Desk.com for $144.58. On Nov 16 I called to cancel the reservation and they refused to refund my money. The person I spoke to said their policy was that the room had to be cancelled within 24 hours of booking to get a refund. I told them I was reporting the company to BBB. After telling them this, they agreed to refund most of my money.

  Business Response

  Date: 11/23/2022

  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 ******************** on 2022-11-11.  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 Room, 1 King **** *** Smoking room type, confirmed the dates of stay as checking in on 2022-11-19 and checking out on 2022-11-20, and informed the caller that the total price for this reservation would be $144.58 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

  Free cancellation until 12 November 2022 11:59 PM (-05:00). Cancellations made after 12 November 2022 11:59 PM (-05:00) will result in a 100% penalty of the stay charges and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Desk $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 contacted us on 2022-11-16 to request cancellation. Our agent explained the cancellation policy to the customer, who became upset. As a courtesy, the agent contacted our hotel partners and was able to secure a refund on behalf of the customer. The only portion withheld was the nonrefundable service fee of $15.99 USD. Please let us know if you have any other questions, 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 11/23/2022

   
  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.
  
  ***********************************************

• Initial Complaint

  Date:11/16/2022

  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 week reservation at super 8 in ********** ************ through reservation desk from the 11 /10/22 11/17/22 something came up where I had to go home so I called super 8 to cancel I talked with a lady and she had my information brought up and I told her I need to cancel my reservation well I was at work and all of a sudden my phone went dead and I lost the call so I thought she had canceled and I went to make other reservation cause I'm going back tomorrow and they said my reservations were not canced and I could not get my money back I never checked in or nothing there trying to steel my money I want that money backll in

  Business Response

  Date: 11/23/2022

  To whom it may concern,

  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 Double room *************** Only) room type, confirmed the dates of stay as checking in on 2022-11-10 and checking out on 2022-11-17, and informed the caller that the total price for this reservation would be $324.22 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

  This reservation is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Desk $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.

  Reservation Counter purchases our inventory from multiple hotel partners and suppliers under strict contract to abide to the terms and conditions that the hotel properties have dictated for their inventory. When a reservation is finalized, payment is collected by our hotel partner who is the merchant of record. Payment is then forwarded to the hotel by virtual credit card payment immediately to secure the guaranteed prepaid room for the consumer. The hotel ***************************** collected payment for this reservation on 2022-11-07. 
  We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase. Please let us know if you have any other questions,

  Regards,

  ReservationCounter.com 

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18401491
  
  I am rejecting this response because:
  I called motel the morning I was suppose to check in and the manager said it was on file that I had canceled that morning that's ******** I want my money back
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/14/2022

  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.

  In June 2022 I made a reservation through their site for three nights. The location was incorrect (** instead of **) so the hotel cancelled the ** reservation on site and booked me for SC. The hotel issued a refund to ReservationCounter due to this ** cancelation in August 2022 but as of November 2022 still have not refunded me my money. **************** is evasive and only tells me they are working on it. The supervisor is never available, I never get a call back or email responses inquiring about my refund.

  Business Response

  Date: 11/22/2022

  To whom it may concern,

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

  This ******************** is non-refundable. If you fail to check-in for this reservation, or if you cancel or change this reservation, you may incur penalty charges at the discretion of the property of up to 100% of the booking value. The Reservation Counter $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.

  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 supplier regarding the refund request and they have agreed to review the request as a courtesy, but they have not completed that process at this time. As soon as we hear back from them, we will provide an update to the guest. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:11/14/2022

  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.

  November 10th $1021.91 ******** was paid The business made a booking in error, and verbally committed to refunding me. They are now stating I need a cancellation approval from the hotel manager *****************************************, they are claiming she is not returning their calls. I spoke to ******, she says they repeatedly called her and she advised them that they had made an error. And that they are responsible. They also pretended to be from Expedia - not "reservation desk". ****** claims they were asking her for my credit card information. They are refusing to refund my money despite me speaking to several representatives. Booking reference: *********

  Business Response

  Date: 11/21/2022

  To whom it may concern, 

  Our records show that the customer called with a request to cancel one of their three bookings. A full refund on booking 346968165 has been offered to the customer, we are simply awaiting the customer to confirm their mailing address for their refund check. Please let us know if there are any other questions. 

  Regards,

  Reservation Counter

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18400485
  
  I am rejecting this response because:

  The amount offered to me by the company does not match what they deducted from my credit card. They are offering me a lower refund. I sent them proof of what was charged. 
  

  There were 4 charges to my card, not 3. The 4th charge was not authorized. 

  I also want the refund directly to my credit card - which is what was promised, not a check via mail because I will have to pay a conversion from USD to CAD - which will not reflect what was actually charged originally. 

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

  Business Response

  Date: 11/23/2022

  To whom it may concern,

  Our records only show 3 charges. One of which was approved for a refund. As a US based company, we have offered a refund in US funds. When the customer cashes the check, it will be converted to CAD funds to reflect the changes. We are not able to refund to the customers credit card as we are not the merchant on the transaction and do not hold the customers credit card information. We are only able to offer a refund check, and can only offer that is USD as a US based company. 

  Please let us know if there are any other questions.

  Regards, 

  ReservationCounter.com