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: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.

  Hotel itinerary number: *********** Made a reservation at ************************************. I clicked the first site that showed up after a ****** search. The site appeared to be the hotels site, not a third party site. I booked the reservation, confirmation emails also look like they're coming directly from the hotel. My plans changed and I needed to cancel a room. At this point, I realized the reservation was made through this third party site and that it was non-refundable. I tried speaking with their customer service to no avail. This entire site seems like its set up to confuse people and scam them out of their money. I would like a refund for this reservation and the booking fee.

  Business Response

  Date: 10/25/2022

  To whom it may concern,

  Thank you for the opportunity to review this case. 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.

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

  This booking is non-refundable, cannot be cancelled, changed or transferred and refunds are not allowed. The Reservation Counter $14.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.

  These terms and conditions must be acknowledged and agreed to before the booking can be finalized. 

  The customer then contacted us on the date of check in to request to cancel the booking. 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. Please let us know if there are any other questions.

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:10/18/2022

  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.

  When I booked a reservation It was my husband and I on the phone. We are both veterans and informed the agent of that check in was October 6 -9 in ********** ,**. At the end of the call we where given a quote of ****** and was insured that my card would not be charged until I was at the hotel for check in. That was the second lie that was told to us. My card had been charged 200 dollars over the quoted price. When I got to the Hotel, I was charged an additional 100. My husband called and was told they would listen to the call and get back with us. This never happened we had to call three time and was told there was nothing that could be done, that they listened to the call and we where told the correct price. That was a lie, We never got a confirmation that showed the price ( redflag). The email that was promised we never received another red flag. We spoke with ***** first and I requested to speak with a supervisor 8 times with a refusal. While waiting for a supervisor I was told that the supervisor said he was not available. I asked for the supervisors name and ***** said he didn't know it. This did not make sense I told him that I an sending an email to the *** and Holiday Inn. He then claimed that there is nothing that can be done. I requested for a copy of the call to be sent to me. That is when ******( supervisor) got on the phone , she claimed the call was listen to and the agent quoted correctly we know that was a lie. I requested the call be sent to me and it was refused. This is fraud and misleading to customers in many forms. I want my difference refunded to me ASAP

  Business Response

  Date: 10/24/2022

  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 2 queen **** standard (Breakfast) room type, confirmed the dates of stay as checking in on 2022-10-06 and checking out on 2022-10-09, and informed the caller that the total price for this reservation would be $597.41 USD which would include all taxes and fees, and would be charged 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 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.
  
  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 ********************************************************* Hotel collected payment for this reservation on 2022-10-05.
  
  The customer was informed that their call was reviewed and that the agent correctly informed the customer of the price during the initial phone call. Unfortunately, we are not able to share recordings outside of the company, but these calls are regularly reviewed for quality assurance. The booking was used in its entirety and remains nonrefundable. Please let us know if there are any other questions.
  
  Regards,
  
  ReservationDesk.com

• Initial Complaint

  Date:10/17/2022

  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.

  I made hotel reservations for the Hampton Inn in Sheridan, WY for 9/3/022-9/11/2022, thinking I was working with Hilton. I paid ahead for the entire booking. I stayed 9/3, 9/4 and then an emergency required that I check out early. When I followed up to obtain a refund for the 5 nights that I did not stay at the hotel, I became aware that I had mistakenly used a third party entity, Reservationcounter. I have been working for over a month to resolve the refunding of my pre-paid reservation. I provided the invoice from the Hampton Inn, verifying that I was a guest for 9/3, 9/4 only. I have communicated several times with the hotel and the manager to determine if there is any help they can provide, but they are restricted to interacting with ReservationCounter, if the hotel is contacted directly by ReservationCounter. I have made numerous calls to ReservationCounter in pursuit of a resolution and am repeatedly told that my case is being escalated and I will receive an email soon. The necessary information required to resolve the refund request had been provided and there has been more than ample time for a legitimate organization to manage this issue.

  Business Response

  Date: 10/21/2022

  To whom it may concern, 

  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 Hampton Inn Sheridan collected payment for this
  reservation on 2022-08-02.

  The customer contacted us with a request for a refund of the unused nights on the reservation. As a courtesy, we have reached out to the merchant in this matter to make a refund request on behalf of the customer. We have submitted all documentation necessary for the request, however we are awaiting their response. As we are not the merchant in this case, we are required to await their final resolution. As soon as we have this resolved we will update the customer. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 10/21/2022

   
  
  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.
  
  
  
  
  Sincerely,
  
  ******* ********
  

• Initial Complaint

  Date:10/16/2022

  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.

  Please look up the handling and processing of this business. It is a pretend business making money off of the bookings of hotels and cancellations of hotel bookings. I book hotels all the time and have never heard of this fake company. I have not ever come across this until my Mother was scammed out of a booking and then reading up on it, many, many others have, also. Please, please, please look at this 'business' online and help comsumers get this 'company' off the internet. My Mom did not even know how it even showed up online when she was trying to book a hotel for her surgery at the Uof M in Mpls. This is NOT good. She was on the phone for over an hour trying to book a room then charged double and then when we figured it out and she needed to cancel, she was still charged. This is not right and what a waste of time. What an amount of confusion this has caused. When I googled it, yelp has nothing but frustration and complaints on this. I can't understand why these fake scams are still happening on the internet. I apprecitate all of you working here at the BBB. You are the reason and hope we have to fix things. Especially to vunerable and honest people. Please help me and us in fixing this and eliminating these people from taking advantage of good people here today. Thanks so much!!*********************** ************

  Business Response

  Date: 10/21/2022

  To whom it may concern,

  Without customer information, we are unable to address this concern properly. 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. 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. Please let us know if there are any other questions. 

  Regards,

  ReservationCounter.com

• Initial Complaint

  Date:10/14/2022

  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.

  Reservation *********, original stay: Sunday, September 25-Friday, September 30. Actual stay: Sunday, September 25-Wednesday, September 28. I have been trying to request a refund for two days at *********************. I checked in on September 25 and had to check out on September 28 due to the hurricane. My original check out date was sept 30. I called Expedia immediately after checking out on September 28 at approximately 8 am. The hotel instructed me to do this because I had booked through Expedia and not the hotel directly. I was informed on the call with Expedia my request would be escalated to a different department that could process the refund. It would take 3-5 business days and I would be contacted. I waited a week and called back because no one had reached out to me. I called again a few days later because I was told enough time had not passed. I waited several more days and called again. Each time I call I am told something different. I was told Expedia was waiting on confirmation from the hotel that I did indeed did check out on September 28. I called the hotel again and they confirmed I did check out and they also stated no one from Expedia had tried to verify this. So here it is another week has gone by and I just called again and still nothing. First I waiting on hold for 20 minutes and then was hung up on. I called back and after 15 minutes of being on hold, ** simply told more time is needed to verify with the hotel I did check out. I asked for a manager and was told there wasnt one available. This is no way to treat a paying customer. I simply want the refund I was told I would receive for the two days I did not stay at the hotel. I didnt leave because I wasnt having fun or didnt enjoy the hotel. There was a hurricane and the airports were going to be closing so I HAD to leave or get stuck in ********.

  Business Response

  Date: 10/20/2022

  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 ********************* Hotel collected payment for this reservation on 2022-09-20.

  As a courtesy,we have reached out to the hotel and our hotel partners on the behalf of the customer and requested a refund of the unused nights. The terms and conditions of the purchase do not typically allow for refunds of unused portions of reservations. In this case, our hotel partner who is the merchant of the transaction has declined the refund request. 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,

  ReservationCounter.com

• Initial Complaint

  Date:10/13/2022

  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.

  I reserved a "suite" through this company. I paid ****** for a two night stay for myself, my daughter, my 3 year old grand baby and tow other girl friends. When I got to the hotel my room was a two bed room. I was told by this company that I would receive two queen **** and a sofa sleeper and a balcony. I got none of those things. The hotel said that this company booked only two **** for us. We drove 5 hours to get there and 3 of us had to search the city for other rooms which cost us an additional ****** for an additional room. I filed a complaint with the company asking them for a partial refund due to the fact that they did not deliver what I paid for. My request was denied and they cannot give me a reason. When I questioned it, they said they could not do anything for me. They said that the claim was investigated and denied so that was all they could do. I asked for a manager and she said she was the manager. I feel that they defrauded me, ruined my trip, cost me additional money, and do not have the decency to make it right. Can you help? I am not sure which city they are in but I know it is ****.

  Business Response

  Date: 10/20/2022

  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 ********************************************************************* located at ************************************************************ the caller that the reservation was for suite, 2 queen ***** accessible (mobility, accessible tub) (Room Only) room type, confirmed the dates of stay as checking in on 2022-10-08 and checking out on 2022-10-10, and informed the caller that the total price for this reservation would be $740.63 USD which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

  Free cancellation until 29 September 2022 06:00 PM (hotel time). Cancellations made after 29 September 2022 06:00 PM (hotel time) will result in a $362.82 USD fee.

  The Reservation Counter $14.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.

  The 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 2022-09-11.

  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, 

  ReservationCounter.com

• Initial Complaint

  Date:10/13/2022

  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 had a reservation made by your company at ************************ in ********* ******* I was told I was to pay $74 and agreed and when I got my statement I was overcharged. I was charged *****. this was an extra service charge that was added on that was not told to me on the telephone. Very unscrupulous business practices. Do not use this company.

  Business Response

  Date: 10/20/2022

  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 **************************************************************************************** the caller that the reservation was for Standard Room, 2 Double Beds, Non Smoking (Room Only) room type, confirmed the dates of stay as checking in on 2022-09-28 and checking out on 2022-09-29, and informed the caller that the total price for this reservation would be $104.95 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.

  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 2022-09-28. 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

• Initial Complaint

  Date:10/12/2022

  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 went only to book a weekend at the comfort inn and suites, i clicked on the company website and booked the hotel. Upon booking within a minute i realized it was the wrong hotel. I called the ***** number that was on my email confirmation. I was on hold for a white and then apoke with a customer service rep who was very nice. I let him know that i had just booked the wrong hotel in error and needed to cancel. He put me on hold several times and each time he statrd that he would help me . I was preparing for my daughter's wedding the next day and could not continue to remain on hold. I called the hotel directly and was able to cancel but the hotel agent notified me that I had used a third party which I was nit aware of. She stated that I needed to contact them and cancel in order to get a refund. She stated that she cancelled my reservation but that the Thurs party I reserved through would normally send payment to the hotel but that since I cancelled the hotel would reject the money I paid since I cancelled. I tried to call several more times that day but was on hold and could not just stay on hold. Now this company charged me over $500 for 2 nights at a hotel that I cancelled and they need ti refund my money. The hotel stated that they would reject payment. This means that they will have charged me for a hotel stay that was cancelled and never charged by the hotel. Another issue is that I clicked on the actual hotel company website and someone ended up on third party website, which has the company logo and is falsely making it appear that they are the hotel and they are not.

  Business Response

  Date: 10/18/2022

  To whom it may concern,

  Thank you for the opportunity to review this case. 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.

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

  This booking is non-refundable, cannot be cancelled, changed or transferred and refunds are not allowed. Your credit card will be immediately charged the total cost of your stay. The Reservation Desk $14.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.

  These terms and conditions must be acknowledged and agreed to before the booking can be finalized.

  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.