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:11/09/2022

  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 reserved a room at the Red Roof ************ Clev/****** **** for October 29, 2022 to October 30, 2022. I thought I contacted the Hotel directly but have found now found out it was through ReservationCounter.comI chose the hotel because it was close to Palace Theater where we were going to see ********************* in concert. We got to the hotel got a key. Room #*** Confirmation #*********. $14.99 booking fee and $101.87 Hotel reservation. We got to the room and I've never seen such a thing! The bed was unmade cover all over, chair next to the bed was wet and sticky, trash and hair all over. I put the keys on the counter and we left. Never stayed the night. Ive contacted the hotel several times they have canceled on their end and have in the system my complaints, and tell me it has to be resolved through Reservation Counter BUT Reservation Counter tells me it has to go through their support team but refuses to give me a refund. I'm getting NOWHERE! I work HARD for my money and they appear to be BIG TIME scammers. I keep trying to call and they will ******* answer my calls. I'm reaching out to the BBB in hopes of getting this resolved and a refund. I used my **** credit card just so you're aware.Thank You,*************************************

  Business Response

  Date: 11/17/2022

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. 

  Reservation Counter is a reservation booking service and we have no direct affiliation with any hotel properties or their management. As such, we are unable to process refunds for hotel quality without express permission from the hotel. In this case, the guest has noted that they checked in to the room, which marks the reservation as utilized. They then left their key on the counter and left the hotel.

  When our agents contacted our hotel partners, we were advised the hotel did not agree to process any sort of refund as the guest did not address the situation with them at the time of stay and give them the opportunity to rectify things. The guest checked in to the room and the hotel records show that the booking was used in full. As the hotel denied the refund, we are unable to assist further. 

  We would recommend that the customer obtain written approval of the refund if they would like to make another claim. We'd be happy to assist if we can obtain the correct documentation, however at this point the hotel has advised they are unable to process a refund to the guest. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:11/09/2022

  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.

  Reservation was created on 10/10/2022. I paid the business a total of $407.42 for a hotel reservation at the Holiday Inn Express. I called the confirm the reservation with the hotel. They didn't have my reservation. I had to call reservation counter to resolve - they gave me a new confirmation # which when I read to the Holiday Inn ended up being the confirmation for a different person at a different hotel. Eventually the hotel ended up finding my reservation. I checked in & checked out as I had planned. The following day the Holiday Inn charged my card for the full amount of the reservation after I had already paid Reservation Counter on 10/10. I called the hotel they had no payment from Reservation Counter on record. I called reservation counter and they said they will investigate and send an email **** business days later. The confirmation/itinerary # from reservation counter is *********. Based on reviews online this company has been scamming people for years and they need to be shut down.

  Business Response

  Date: 11/17/2022

  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 Holiday Inn Express *************- ***********, an IHG Hotel collected payment for this reservation on 2022-10-10. 

  Our agents contacted our hotel partners to ensure that the booking was available for use by the guest and were informed that the customer was checking in. The customer informed us after their stay that the hotel had charged them again. We contacted our hotel partners again, who advised us that they will be investigating this complaint with the hotel since the hotel did gather payment. We are also requesting further information from the guest so that we may prove a double billing on this case and assist the customer in being refunded one of the charges. As soon as we have final resolution, we will update the customer. 

  Regards, 

  ReservationCounter.com

• Initial Complaint

  Date:11/07/2022

  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, unfortunately, purchased my booking for a hotel in ********* **, accidentally through Reservation Counter LLC. They do an excellent job hiding all information from you and thanks to their massive SEO budget. They appear on ******** search results directly above the official Hilton site. I had assumed I booked my stay directly with ******, clearly, that wasn't the case. Either way, they have a "downtown" and a "south" location for the Hilton inn. Both are the exact same hotel with the same rates 15 mins apart from each other. I reached out to the reservation counter LLC phone support, after speaking with someone on their support line and explained the situation stating that I selected the south hotel but immediately after I selected "book it" on the website, the Downtown location was booked. I was instantly prompted by a screen with an option for cancellation but after selecting cancel, the site response said cannot cancel. Their "No cancellation policy" is nowhere advertised during the entire encounter. It isn't till after you book does it tell you no refunds...I contacted their "support" line and explained the situation, I was informed that they will reach out to their "Support Team" and get back to me. No more than 5 mins later I receive a callback with the answer being, so I reached out to our support team and there is nothing we can do...shocked, I asked how that is possible it was nowhere advertised that this would be the case. I never even received a confirmation email or anything from them. Come to find out, these are their words "If you don't call and book the reservation over the phone, then you will not get any confirmation". I was blown away by this whole encounter, I even suggested ill pay the extra cost to just have the current reservation moved to the same hotel 15 mins away, which I was shot down. This "company" needs to be shut down completely, a simple fine will not cut it. 300+ complaints on this site alone...and they are still in business.

  Business Response

  Date: 11/15/2022

  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 $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.

  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.

  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.

  Unfortunately, we are unable to process a refund in this matter. We are contractually bound to adhere to the terms and conditions of the reservation as agreed upon at the time of booking. Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:11/01/2022

  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.

  had a reservation at a hotel. had to cancel it due to death in the family. Reservation was cancelled but money was not returned to credit card. was promised within **** business days money will be returned but has not. Have constanly talked to people who keep saying its been escalated and been promised callbacks to no avail. I was told to "sit on my hands and wait". Reservation cancelled on 10/14/22 6:30pm. I have email to confirm cancellation

  Business Response

  Date: 11/08/2022

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. We have found that a refund has been approved for this customer, and that the merchant has entered the refund for processing. As we are not the merchant, we do not have further information. Refunds typically process within **** days, but this timeline can vary depending on the merchants processing times and the bank or credit card company's policies. Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:10/31/2022

  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.

  While attempting to reserve hotel messed up our reservation to a point of cancellation and no money is being returned

  Business Response

  Date: 11/08/2022

  To whom it may concern, 

  Thank you for the opportunity to review this case in depth. Upon further review we have found that the customer booked 2 *********************.

  The customer contacted us on 2022-10-23 to request a modification of their booking under itinerary number 341712975.  The cancellation policy on this booking 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.

  Based on the nonrefundable policy, modifications are unable to be made as no refund would be possible. The customer obtained initial approval from the hotel for a one night refund due to illness. As neither our company nor the hotel are the merchant of record, final refund approval is required from our supplier. This case was sent to them for final approval, which we are currently waiting on a response for. 

  The customer then contacted us on 2022-10-31 to ask if their booking under itinerary number 9158652788929 had been cancelled. On our end it still showed active, so our agents contacted our hotel partners who also confirmed the booking remained active. The cancellation policy on this booking 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 $14.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.
  
  As a courtesy, our agents requested that the booking be cancelled with a full refund, as the customer stated they did not use the booking. Unfortunately, the hotels reservation department advised that the reservation was tagged as a no show and they would not be able to provide a refund. 

  We are still awaiting the final outcome of itinerary 341712975 and will provide a final resolution as soon as possible. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18340583
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************

  Customer Answer

  Date: 11/08/2022

  When originally found out I could not get a refund moved original reservation with that had to pay full price for other reservation with the term of previous being returned on on last reservation when arrived to hotel found out that reservation counter had canceled my reservation without our permission. Had to pay full night also hotel was not happy with the outcome. With my wife there already and in a bind obligated to pay for new night stay. With that being said they never correctly accomplished the reservation thats why I need complete refund on both reservations

  Business Response

  Date: 11/17/2022

  To whom it may concern,

  The original terms and conditions of the reservation were agreed upon at the time of booking, including the dates and the nonrefundable cancellation policy. The customer called in making a request to change the dates of stay which is not allowed under the nonrefundable cancellation policy. We have been working on this as a customer courtesy, but there have been no refund guarantees made to the customer. We are continuing to work on this and see if a refund can be made as a courtesy to the customer, but there is no refund guarantee since this reservation was booked under a strict nonrefundable cancellation policy. 
  
  As soon as we have a final resolution, we will update the customer. 

  Regards,

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

• Initial Complaint

  Date:10/25/2022

  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.

  Reservationdesk.com is scamming our customers to make them think they are booking directly with our hotel meanwhile they are booking with a 3rd party without being notified. They charge them an additional $14 non-refundable fee and then charge us a commission. We would like them to stop booking reservations at our hotel and we have asked them to stop but to no avail, they keep purchasing ****** ads and scamming our customers. When you call the company you just get the run around. They are taking advantage of customers and independent hotels.

  Business Response

  Date: 10/31/2022

  To whom it may concern,

  We do not contract directly with any hotel locations. We partner with other booking agencies to purchase inventory. Due to this, we do not have the ability to add or remove any particular property from the uploaded inventory we receive. The hotel would need to reach out to their OTA contacts to address this with them. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:10/24/2022

  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 used this service on 10/15/2022 to book a hotel went to check in to said hotel I was refused service by a manager due to a policy about not renting to locals this was not listed anywhere.. Manager agreed to refund but I had to contact 3rd party the first call I was given incorrect information causing myself multiple more phone calls 9 days later I still have no refund and everytime I call no one has any information on my refund I just want a full refund I also believe this policy should be listed for future customers

  Business Response

  Date: 10/31/2022

  To whom it may concern, 

  Upon further review we do see that we were not provided with this policy when the inventory was supplied to us. We have contacted the merchant of record and confirmed that the refund was approved. The merchant has advised the refund approval was sent to their finance department for processing. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18305442
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  I still almost 3 weeks later dont have a refund it didnt take 3 weeks for the money to leave my bank account and my bank says they are not holding it. 

  Business Response

  Date: 11/10/2022

  To whom it may concern,

  As previously stated, we are not the merchant on this transaction. Due to this, we are unable to assist in refund processing. The merchant was contacted and we were advised that the refund was sent for processing. We recommend the customer work with their bank to secure the refund.

  Regards, 

  ReservationDesk.com

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18305442
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  i have contacted the hotel and they have as well as your company advised me that you do issue the refund I also contacted my bank and was advised that they are not holding my money Ive had plenty of refunds and never had so much issues all this company is doing is passing the blame I will be making a police report and contacting my attorney if I need too. 

• Initial Complaint

  Date:10/21/2022

  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.

  Yes, I reserved the rooms through reservation desk. The confirmation numbers are as follows: *********, *********, and ********. They also used my email ********************** and my cell number ************.  Additionally, I have continued to reach out to them, no response and whenever I asked to speak to a manager, they would never transfer me. 

  Customer Answer

  Date: 10/21/2022

  I am military and made a reservation for for a temporary duty at the ***************. When the *** came around, One member could not come (*****************************) because his father was given days to live and was due to pass during our time at the lodge. I have asked for a refund multiple times and they basically refused to give it to me because of their policy. I feel if someone has passed away, there has to be some leeway for this. In addition, I had another member on the reservation as well (*******************************, transferred to ***********************) and we both left the lodge a day early due to inclement weather and we had to fly out early in the morning. The company issued me a refund for the one day we left early, however I requested a refund for the one day for *********************** and they refused. I have tried multiple times to contact and get the refund but i have gotten hung up on, ignored and no further assistance. I have asked to speak with a manager, but they have refused. I feel a death in the family is significant and the company should take a closer look at this. In addition, why issue a refund for one member for leaving early but not the other? This doesnt make any sense.

  Business Response

  Date: 10/31/2022

  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 3 rooms.  For this case we have confirmed the following for the room booked in the name of *****************************. 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 *************** Resortlocated at *******************************************************************, informed the caller that the reservation was for KING ******* VIEW (Room Only) room type, confirmed the dates of stay as checking in on 2022-04-11 and checking out on 2022-04-15, and informed the caller that the total price for this reservation would be $769.71 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  
  Free cancellation until 8 April 2022 01:00 AM (hotel time). Cancellations made after 8 April 2022 01:00 AM (hotel time) until 10 April 2022 01:00 AM (hotel time) will result in a $192.43 USD fee. You may not cancel this reservation after 10 April 2022 01:00 AM (hotel time).
  
  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 *************** Resort collected payment for this reservation on 2022-03-01.
  
  The guest contacted us on 2022-05-26 requesting a refund for ***************************** not staying at the property. We are not the merchant of record on this transaction, and therefore would rely on the hotel and the merchant of record to make refund decisions. As a courtesy, we reached out on behalf of the customer and requested a refund, however that request was declined. 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 there are any other questions.
  
  Regards,
  
  ReservationDesk.com

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18251042
  
  I am rejecting this response because, I don't understand how you do not acknowledge a death in a family.  What is the policy on this? How is this acknowledged? 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/20/2022

  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 canceled a reservation on the 15th of September 2022 and to date cannot receive my refund. I spoke to 4 different agents to no avail. No on can shed light on what's going on.

  Business Response

  Date: 10/26/2022

  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 2022-09-13. 

  Reservation Counter is not the merchant of record in this case, but we have confirmed with the merchant that the payment was cancelled. We recommend reaching out to the bank in this case to request further information about the funds being applied to the customers account.

  Regards,

  ReservationCounter.om

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18251558
  
  I am rejecting this response because: 'Payment is collected by our hotel partners who is the merchant of record...reservation is not the merchant of record". So, what is your connection to this booking? Who did I make my payments to? I spoke to the hotel and they advised me to contact you all. I did so on four occasion to no avail. I also spoke to the bank and they advised that no money was returned. I did my booking through Reservation counter and as such, I expect that all my concerns be address by you all.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/31/2022

  To whom it may concern,

  As previously stated, the payment was already cancelled and reversed. We have been advised that this was done back in September. Once funds are released they are no longer tracked. For this reason, it is recommended that the customer contact their bank to see why the funds have not been applied to their account.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:10/19/2022

  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 reservation to stay at the Hampton Inn and Suites in **************** - ************* on 9/27/2022. Itinerary Number *********. Dates of my stay was October 29-November 1 2022. Cost of stay was $553.59 Payment was taken out of my checking account. I cancelled this reservation on the same day 9/27 and received thru email that my reservation was cancelled. According to their paperwork, I would received my refund in 3-5 business days. Today is October 19th. I must have called them a dozen times, waiting on the phone at least an half an hour, talking to different representatives and all I get is let me talk to my support team. They refund a charge of $14.99 that is the booking fee but not the balance of ******. I am getting the run around. I did call the company in **** and all you get is a recording to leave a message. Nobody gets back to you. I have all the paperwork regarding this transaction.

  Business Response

  Date: 10/26/2022

  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 2022-09-26. 

  Reservation Counter is not the merchant of record on this transaction. We did merchant the service fee which has been refunded to the guest. We have reached out tot he merchant to confirm the refund and were advised that the customers refund has been processed in full. Refunds can take **** days to process, but the timeline varies greatly depending on a number of factors including bank processing times. Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18248021
  
  I am rejecting this response because:  I received 2 e-mails from one on 10/14 and one on 10/20 both saying the same thing.  It takes **** business days to receive my refund.  Yes they refunded $14.99 but the total reservation was for $553.59.  Still waiting for the remainder of my money.  If on 10/14 it takes  **** business days I should have my money credited to me already.
  
  Sincerely,
  
  *******************************