Complaints

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

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• 

  Reservation Counter, LLC

  4700 W Daybreak Pkwy Ste 100N South Jordan, UT 84009-5130

• 

  Reservation Counter, LLC

  2961 W Maple Loop Dr Ste 160 Lehi, UT 84043-5686

• 

  Reservation Counter, LLC

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/13/2022

  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.

  On 8/19/22 I booked a room at the Red Roof Inn in ******** **. The $379.60 was taken out of my account the next day 8/20/22. When my husband and I arrived in *******, ** from ******, ** right at 400mi, the clerk at Red Roof Inn canceled my reservation with me trying to check in, he stated they had over booked and had no rooms. The manager come to the desk and stated there was nothing they could do. I filed this with Reservation.com immediately and I still have not received my money back. The escalation department keeps telling me they are waiting on information back from their supplier. They refuse to let me speak to anyone above them. Then they say the supplier is the ones that sold sells them the lots of motel rooms and they are probably waiting on information back from the Hotel. I just want my money refunded so I never have to deal with either place again. My reservation number was ********* and cancellation # ***-603836.

  Business Response

  Date: 09/20/2022

  To whom it may concern, 

  Thank you for the opportunity to review this case. We are not the merchant of record on this transaction, but have gotten in contact with the merchant to ensure that the refund gets processed back to the customer. We received confirmation yesterday that the refund has been approved and is entering processing. A follow up email has been sent directly to the customer confirming those details. Please let us know if there are any other questions. 

  Regards,

  ReservationDesk.com

• Initial Complaint

  Date:08/25/2022

  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 website to book a one night stay at Holiday Inn in ******* ********. This company ended up booking it for a 2 night stay and would not refund my money. This was not a mistake on my end it was theirs. they should provide me a full refund of $249.09 for the 2nd night I did not book or use.

  Business Response

  Date: 08/31/2022

  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 a room.  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 ******************************************** Hotel located at ************************************************************************, informed the caller that the reservation was for 1 King ******** (Room Only) room type, confirmed the dates of stay as checking in on 2022-08-17 and checking out on 2022-08-19, and informed the caller that the total price for this reservation would be $402.14 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 $14.99 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.  As a courtesy, we have reached out to our hotel partners with a request for refund on behalf of the customer. Unfortunately, our request was denied. We are contractually bound to adhere to the terms and conditions agreed upon at the time of booking.

  Regards,

  Reservation Desk

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17769571
  
  I am rejecting this response because:
  
  Sincerely,
  I told them room for one night they charged me for two nights women did not speek clear english very hard to understand 

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

  Business Response

  Date: 09/06/2022

  To whom it may concern, 

  As previously stated, 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 ******************************************** Hotel located at ************************************************************************, informed the caller that the reservation was for 1 King ******** (Room Only) room type, confirmed the dates of stay as checking in on 2022-08-17 and checking out on 2022-08-19, and informed the caller that the total price for this reservation would be $402.14 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 $14.99 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.  As a courtesy, we have reached out to our hotel partners with a request for refund on behalf of the customer. Unfortunately, our request was denied. We are contractually bound to adhere to the terms and conditions agreed upon at the time of booking.

  Regards,

  Reservation Desk

• Initial Complaint

  Date:08/22/2022

  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.

  Made reservations for Best Western In ******* ****. Was led to believe I was talking directly with the hotel reservation counter. After making reservation and booking my room and told It was non refundable, I found out when I arrived at the hotel that this is indeed another company who is not affiliated with the hotel at all and I was charged an EXTRA $270.00 for my 2 nights stay! Angry! You bet I am! Reservation Counter is a scam, and I will not stop until something is done! Note: The address on my receipt is my church address which, this was a church function.

  Business Response

  Date: 08/29/2022

  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.

  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 2022-08-17.

  The customer has not contacted us since the time of their booking to allow us to work on this case. Reservations made with independent booking services often vary in cost from rates the hotel offers on bookings directly. Hotels sell off excess inventory to booking agencies for resale. These reservations are often sold at a wholesale rate that is not available to the public. This may account for any cost discrepancies the customer is addressing, however we do not purchase directly from hotels and are directed to sell at the rates provided to us through our partnerships with other booking agencies. 

  Please let us know if there are any other questions. 

  Regards,

  Reservation Counter

• Initial Complaint

  Date:08/15/2022

  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 spoke with two different agents on Friday afternoon August 12th. I was told by both agents that the total price for this room was $359 that is what I would pay that included taxes that included the pet fees that included the rollaway bed. I stayed the night I looked at my credit card and I'm looking at about $200 extra because of pet fees and they added a $15 fee that I was never told about and taxes that they said was included in the $359. I asked both the agents the first one almost had my reservation set and I lost service and had to call again and get a new agent both the agents I specifically asked is that as much as I am going to have to pay taxes and everything included and they said yes $359. I have called them back to ask them and they said that they could waive the ***** that I was not told about. I feel like I have been scammed so that they could make this deal I want the money refunded all but the $359.

  Business Response

  Date: 08/22/2022

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. Upon further review, we have found that this case was escalated with our quality assurance department as the customer was advised. A partial refund has already been offered to the customer and we are just waiting for the customer to confirm their mailing address for their check. Please let us know if there are any other questions. 

  Regards,

  Reservation Desk 

• Initial Complaint

  Date:08/11/2022

  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.

  booked a room on 7/28 with the reservation desk .com, checked in , room was inhabitable, went back to front deck and said we weren't staying. This was less than two hours after the booking. Called the web site wanting a refund. they are refusing because i was out of the cancellation window. Two hours later and i don't have a cancel window.

  Business Response

  Date: 08/19/2022

  To whom it may concern,

  Reservation Desk does not manage any hotel properties. Due to this, we are unable to refund booking based on hotel quality or management issues. Since the customer checked in to the room, the ******************** was used. When a reservation is used, we require hotel approval for a refund.

  As a courtesy, we have reached out to our hotel partners to request a refund on behalf of the customer. As soon as we have final response, we will update the customer via email. Please let us know if there are any other questions.

  Regards,

  Reservation Desk

• Initial Complaint

  Date:08/10/2022

  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.

  We booked a room July 8 -11 2022 for ************************************************************************ through Reservation Desk.com(we thought it was the reservation desk direct with hotel not a 3rd party) during our stay we complained about the conditions at the hotel: dirty carpets, holes in wall in bathroom, refrigerator didnt work in room, back entrance door near our room not able to lock so anyone could enter hotel 24 hours a day from back door without room key which is a big security issue. After complaining several times to front desk we ended our stay 1 day early and requested a 1 night refund. The front desk said they would approve it but we had to get refund from Reservation Desk. After requesting several times they keep putting us off stating they need to get approval. We feel they are not responding to us so we are asking your help

  Business Response

  Date: 08/19/2022

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. Reservation Counter does not manage any hotel properties, so we are unable to issue refunds based on hotel quality or management issues unless our hotel partners provide us the authorization to do so. In this case, we did not receive refund approval. A follow up email was sent to the customer with this information. Please let us know if there are any other questions, 

  Regards,

  Reservation Counter

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17697694
  
  I am rejecting this response because:the hotel manager told us they would approve the refund because of our complaint and they were waiting for an email from reservation desk.com. I requested updates several times from reservation desk snd they continued to delay. I dont feel they contacted La Quinta desk manager for approval
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/29/2022

  To whom it may concern,

  Thank you for your patience. We understand your concern in this case and have reached out to our hotel partners on behalf of the customer. As an independent booking agency we make reservations for over ******* hotels worldwide and are not directly affiliated with the hotels we book for or their management. In cases concerning hotel quality we must get the approval of the hotel as well as the supplier before any refund can be processed. In this case our hotel supplier has informed us that they were unsuccessful in getting all parties to agree to a refund due to hotel quality, and due to the strict non-refundable cancellation policy on the booking no refund can be granted without all parties agreeing to do so. The hotel has billed for the full charge of the reservation.  We are contractually bound to the decisions of our hotel partners and we must comply. Please let us know if we may be of further assistance.
  

  Best Regards, 

  Reservation Desk

• Initial Complaint

  Date:08/09/2022

  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 with the company for the ******************** ********** in the Bronx, **. It wasn't the room I wanted but it was the only room they had available at the time. The next day I contacted the hotel directly and they were able to book the room I wanted for two nights in the same room. With Reservation Counter I was going to have to switch rooms in order to stay a second night. At the time I asked Best Western if I could cancel my reservation with them or if I need to contact Reservation Counter. They said they could do it and gave me a cancellation number. I never received my money back for the cancelled room through Reservation Counter. I contacted them on 6-7 different occasions over 3 weeks trying to get my money back. Over those phone calls they told me many things that were not true and promised to do several things that they never did. They promised returned phone calls, this never happened. They told me they would contact the Best Western, they never did and then had me do it weeks later. I even spoke to the ** of the ******************** Plus and she asked me to have them contact her. They said they would and get back to me. To my knowledge they never contacted the ** and have yet to contact me. Every time I do what they tell me they come up with another excuse not to refund my money. They even told me I cancelled the reservation after the date of the reservation had passed even though Best Western has a record saying otherwise.

  Business Response

  Date: 08/16/2022

  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 2022-07-08.

  We are not the merchant of record on this transaction.  Due to this, we are required to have written authorization from the hotel stating that they have processed a refund.  This written authorization is then submitted to the merchant with a refund request.  We have submitted documentation to the merchant with a request for refund on behalf of the customer. We will reach back out to the customer as soon as we have a resolution. 

  Regards,

  Reservation Counter