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:05/08/2025

  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.

  To Whom It May Concern : today 5/08/2025 I called what I thought was the direct number to hotel to make a reservation but it was an outside travel booking company . I asked for a room at Homewood suites in Hadley Amherst a 4 star hotel and they booked me at The Knights Inn a 2 star hotel , I did not authorize them to charge my card for The Knights Inn or to book at the knights inn. I saw the confirmation email an hour later and saw they made a mistake . Called right away and was told no refunds . Called hotel direct and they told me they would happily refund my money but they can’t since an outside party charged my card . Looking to get a refund for amount charged of $353.09 and $17.99. Their mistake. Thank you kindly .

  Business Response

  Date: 05/15/2025

  To whom it may concern,

  Thank you for bringing this matter to our attention. Reservation Counter purchases our inventory from multiple hotel partners and suppliers under strict contracts to abide by the terms and conditions that the hotel properties have dictated for their inventory. When a reservation is finalized, payment is collected by our hotel partner who is the merchant of record. Payment is then forwarded to the hotel by virtual credit card payment immediately to secure the guaranteed prepaid room for the consumer. In order for a refund to be processed, it must be first approved by the hotel and then by the supplier. We are still in the process of requesting a refund for the customer. Once a final decision is made, the customer will be notified via email.

  Regards,

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

  
  

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Your company representative made the initial mistake by booking the wrong hotel in the first place . Your companies mistake .  I called the hotel they said they would refund but has to come through you since you took my card information and charged my card for a hotel I did not approve you to charge . How is that legal? Payment was  collected by your hotel partner who is the merchant of record.   It should be refunded for the mistake your employee made.  I will wait to see what the answer is but it should not take this long , I called same day as booking for the mistake you made and  that was 11 days ago .  

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

  Business Response

  Date: 05/27/2025

  To whom it may concern,

  Thank you for the opportunity to respond. We would also like to thank the customer for their continued patience. Unfortunately, our hotel partner denied the refund of this booking. We have conducted a review of the call recording.

  We found that the agent provided a detailed recap before completing the reservation. The hotel location as well as the dates of stay, room type, and total price were reviewed before completing the reservation. Due to these reasons, no refund can be offered.

  Regards,

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

  
  

  Customer Answer

  Date: 05/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  What detailed recap?  If there is a recording it will show me telling them the hotel i wanted to book . And I would like to see it .  Agent booked me at a different hotel .  So they should have all that in their recap.  **** ***** your CEO values customer service .  This does not align with that logic .  And he will be hearing more about it as well .  Seems like this happens a lot to other customers according to reviews , and if this is your final offer another bad review will be added .  Basically  your company is stealing from customers . 
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:05/06/2025

  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 the evening of May 4, 2025, a customer service representative presented himself as affiliated with Marriott as I believed the phone number on the website was for Marriott. This
  representative coerced me into overpaying to reserve a hotel room by misrepresenting himself and lying about the circumstances of the price differences on my end and the price that he quoted me. He kept me on the
  phone for 40 minutes and coerced me with lies until I finally acquiesced and gave him my credit card number to make the reservation. Something didn’t feel right about the interaction, so I end up calling the hotel directly and they said that the reservation they see on their end was from a third party website and that they overcharged me for the reservation by nearly $300. I called
  ******************* back and let them know I was aware of their scamming and how their customer service representative pressed me to make a reservation with him after lying about why the prices he quoted me was
  different than the prices online, using terms like “ghost hotel rooms.” They were quick to issue a full refund after I demanded one and they told me that the refund would take 3-10 days to post to my credit card account, so I am currently awaiting the refund.

  Business Response

  Date: 05/09/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ********************** an independent booking service for top hotels.
  

  We have found that the customer requested to book a reservation.  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 hotel, confirmed the dates of stay, and informed the caller that the total price for this reservation would be $994.13 which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  Cancellations made before November 23, 2025 at 11:59 PM (hotel time) qualify for a full refund. Cancellations made between November 23, 2025 at 11:59 PM (hotel time) and November 26, 2025 at 11:59 PM (hotel time) will be charged a 1 night penalty. There are no refunds for cancellations made after November 26, 2025 at 11:59 PM (hotel time). There are no refunds for no-shows or early checkouts. The Reservation Desk $17.99 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.

  We were unable to locate any error in this call recording.

  The reservation has been cancelled for a full refund and we have waived our non-refundable service fee.

  Regards,

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

  
  

  Customer Answer

  Date: 05/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The ******************* customer service representative misrepresented himself to the point that I tried to give him my Marriot number, and instead of him clearly stating that he is not affiliated with Marriot, he continued to push me to make the reservation with him by using fear-mongering tactics such as saying things like, "the inventory on my end is more updated (than what I was reviewing on the Marriot site)" and if you book through them (the Marriot site) instead of with us, you may be booking a ghost room (a room that was available on the site, won't be available at check-in), and incur the extra fees we are charging you now later when you try to check in. The ******************* customer service representative made it seem as though it was imperative for me to book with him and pay more because my reservation may not be guaranteed at check-in. That is why the phone call took 43 minutes because something didn't feel right to me and I continued to question the things that seemed odd about me paying more over the phone compared to paying what I saw on the Marriot site, and instead of the ******************* representative telling the truth about the ******************* hidden fees and making it clear that he was not affiliated with Marriot because I clearly thought he was as I tried to give him my Marriot number, he lied about why the prices were different by fear-mongering about how if I didn't book with them that my room might not actually be available at check-in. So, the focus of their response to my complaint is misdirected. The focus should be on how the ******************* representative misrepresented himself, lied about pricing, and pushed me to the point to where he convinced me to agree to and pay more than what I was comfortable with. That is the true issue: The unethical methods that were used to get me to agree to pay an amount I was uncomfortable with, not that I agreed to pay the amount after being lied to.
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:04/24/2025

  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 March 20th, 2025 I booked a hotel reservation. Today, on April 24th, I am trying to modify that reservation or cancel it (only modifying by 1 day), and the Reservation Counter customer service is telling me I cannot modify or cancel the hotel for any reason. This is absolute absurdity, that a hotel has people book stays under the pretense that they cannot modify or shorten the stay by any means under any circumstances, no matter how far out. I am now stuck paying for a full night at the hotel that I will not need. They are scammers, who model their website to look like the actual hotel website. They then hide in fine print that reservations are non refundable, and will not offer any type of modifications or refunds on the hotel reservation, no matter how far in advance it is booked or modified. This is horrible business practice. They are purposefully trying to dupe their customers, and provide no support when you call them to figure it out. People need to have some small window to adjust or modify hotel reservations. They also claim they are giving you a deal, or cheaper rate, when their rate is higher if not exactly the same as the rate of the hotel itself when booking directly.

  Business Response

  Date: 05/02/2025

  To whom it may concern,
  

  Thank you for the opportunity to review this case. Upon review of this reservation, we have found that this reservation was booked online. During the online booking process, the customer must click on one of our ads to be directed to our website. We are an independent booking agency and book hotel reservations for over 200,000 hotels worldwide. The customer selected their location, room type, and dates of stay prior to booking the reservation.  These details are provided to the customer prior to them entering their credit card information and confirming the reservation.  The customer is also provided with 3 separate opportunities during the booking process to review all the terms and conditions of the reservation including the cancellation policy. The cancellation policy on the reservation chosen by the customer states: 
  

  This reservation is non-refundable. There is no refund for no-shows or early checkouts. The Reservation Counter $17.99 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. 
  

  Regards,

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

  Customer Answer

  Date: 05/02/2025

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

• Initial Complaint

  Date:04/18/2025

  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 Monday 04/14/2025 around 3:30 in the afternoon I called reservation counter and booked two room's and two nights each queen suites were a family of 8 adults and 4 children so each room two queen beds and a sofa couch for the two children. I confirmed every detail and she agreed with me and booked the two queen suites. After a few minutes later I opened my email confirmation realizing she made my reservation two King suites. The King suites has one King bed. And one sofa I was so upset I called them back and explained to them your employee made a mistake or did it on purpose but please change it to queen suites theres no way four adults gonna fit in a king size bed. I was transferred to the supervisor Name *** she promised me dont worry, I told her please listen to the recording conversation with your employee that I never requested a king size suite she called me back an hour later said Im sorry I cant switch the rooms or refund Ill send it to escalations Up to seven days the response, I had a heart attack I told her today is Monday and were traveling to check in Thursday the 17th what do I do. She said wait up to seven days for resolution and hang up the phone on my face. Im a retired grandma promised to take my grandmas my daughters on a Easter vacation trip Im old school so I made my daughter book two queen size suites through Groupon that cost me extra $632.06 per room. We came to the Embassy suites at ******************* explained to them to help get my refund back they said you have to speak to Reservationcounter they have to call us to request a refund. Nobody reached out to the hotel about changing the reservation. I have all the proof and emails and calls trying to communicate with them its all dead end. I appreciate your help please feel free to call me for any information.Thank you ****** ******** ****************** ************

  Business Response

  Date: 04/26/2025

  To whom it may concern,

  Thank you for the opportunity to review this case. 

  We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ************************** 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 hotel , confirmed the dates of stay, confirmed the room type, and informed the caller of the total price for this reservation which would include all taxes and fees. The agent then read the cancellation policy verbatim.

  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.

  Unfortunetly, since the information was recapped before the reservation was completed, and the reservation was used, no refund can be offered.

  Regards,

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

• Initial Complaint

  Date:04/16/2025

  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 to book a room for a night at Westgate Historic Williamsburg and the representative from Desktop Reservation said the were booked but there was a place right next store that Days in that was just upgraded that was very nice. When I gotten confirmation email it wasn't next store at 706 it was at 119. When I got there the rep at the desk said it wasn't upgraded. We took the key and the room smelled like smoke. The place looked trashy and ot did not appear safe. Because of that we had to overpay and another hotel. I definitely need a full refund and possibly considering compensation because of the hotels being booked I had to overpay for last minute booking due to availability. Days in littlery looks like a welfare housing institution for drug addicts and johns. The representative from Desktop Reservation needs to do her homework before opening her mouth.

  Business Response

  Date: 05/02/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention. We have sent an email to the customer offering a 25% refund. We have also waived the customers service fee. 

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 05/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Everything has been recorded. The sales representative said the hotel was freshly updated, after making the reservation the email was for 119 Days Inn which was not freshly updated. 706 bypass road was the freshly updated hotel. Her facts were wrong. Whether or not it was intentional. When I went into the hotel at one nineteen and ask the task clerk if it was updated, he replied no. The rooms we're smoky. It appeared unsafe. I could not stay there due to my health reasons.
  
   
  
  Sincerely,
  
  
  
  ***** ****

   

  Business Response

  Date: 05/14/2025

  To whom it may concern,

  Thank you for the opportunity to respond. We have reviewed the phone calls and located an error regarding the guest being told the hotel was recently renovated. Therefore, we are prepared to offer a discount as previously stated. Unfortunately, the rooms being smokey is a hotel quality issue that we are not responsible for. We reached out to the hotel to see if they would be willing to process a refund, however, our request was denied.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 05/16/2025

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

  Customer Answer

  Date: 05/17/2025

  As the company themselves stated, the Reservation Desk representative that booked our hotel stated that the hotel she booked us was and updated  hotel. When we arrived to check in the hotel she booked us was not the updated hotel at 760 Bypass Road it was the other days in at 119 Bypass Road which was not updated.  Did not look safe and had 7 rooms out of 116 rooms booked. It did not look like the pictures.  The rooms were very smoky.  I am a veteran with a heart problem and could not stay there. I am asking to be refunded for the misrepresentation of the hotel.  We did not stay there. Instead the only hotel we could find was 325.00 because of it being busy that evening thanks to the misrepresentation the representative at Reservation Desk. Please refund me the rest of my payment which is 88.00

  Business Response

  Date: 05/23/2025

  To whom it may concern,

  Thank you for the opportunity to respond. Due to the customer not using the reservation we have updated the refund amount to the total charge. We sent a refund offer to the customer and are currently awaiting to hear back.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 06/02/2025

   
  
  Complaint: 23212167
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Please refund me my payment in full. As you have stated the representative misrepresented the hotel and booked us reservation at a hotel that was not as she described.  It was unsafe due to the hotels condi. 

• Initial Complaint

  Date:04/13/2025

  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.

  March 20/2025 Double charged for a room on my wife's **** and she was not part of the booking process.Charged in American dollars but service was in *******Hidden preauthorization fee tacked on after ($50) I wasn't told about.Deny, deny, deny

  Business Response

  Date: 04/18/2025

  To whom it may concern,
  
  Thank you for bringing this issue to our attention. Unfortunately, with the email address and phone number provided we are unable to locate a reservation in our system. If the customer can provide an itinerary number, email address, or phone number used to make this booking we are more than happy to review this case in depth.
  
  Regards,
  
  **************************
  
  

• Initial Complaint

  Date:04/02/2025

  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 was told that I would receive a FULL refund from ************************** for a hotel room. Not only was I verbally told this, but I also received an email. It was for the full amount less $17.99 for processing. I wasn't feeling well enough to go away, but had I known that I wouldn't get my money back, I would have pushed myself to go. I saw the refund was for less than half on my credit card. I tried to call and email ************************** MULTIPLE times. I held for over 3 hours during three separate calls without ever getting to speak to an agent. I went to **************** and disputed this asking for a full refund. They tried to dispute on my behalf but said that the cancellation was outside the timeline, however, I was not told that. They would NOT HONOR the email proof I had stating the full refund stating that they aren't responsible for what the representative said to me - or wrote. I find this not only a horrific customer experience but honestly feel like this is a scam. Buyer beware - there are plenty of ways to book your hotel but recommend customers staying away from **************************. Thank you for your time.

  Business Response

  Date: 04/10/2025

  To whom it may concern,

  Thank you for bringing this issue to our attention. As we are not the merchant of this transaction, it is not possible for us to put the funds back onto the original form of payment. We have processed an e-payment and kindly advise the customer to check their inbox as well as their spam/junk folder. If the customer ************************* any issues we are willing to send a paper check.

  Regards,

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

• Initial Complaint

  Date:04/01/2025

  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 March 11, 2025 I booked a hotel reservation using this ************************** to the ***************. I'm traveling across country from ** and my flight changed. I tried to change my reservation from 4/3/25 to 4/2/25 and they will not change my reservation after I called the hotel and confirmed they have rooms. ReservationCounter told me I had to cancel my existing reservation for no refund and rebook. They would not amend the existing reservation. I notified ReservationCounter on 3/31 of the flight change, a full 72 hours before the hotel visit and am told because I did not inform them by 3/30 there was nothing to be done. No refund. I informed them that this was a fraudulent practice and would be disputing. They did not call me back after stating they would and today I receive an email reiterating their cancellation practice.

  Business Response

  Date: 04/08/2025

  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: 
  

  Cancellations made before March 30, 2025 at 07:00 ********* time) qualify for a full refund. There are no refunds for no-shows, early checkouts, or cancellations made after March 30, 2025 at 07:00 ********* time). The Reservation Counter $17.99 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. 

  Regards,

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

  
  

• Initial Complaint

  Date:03/19/2025

  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.

  The reservation counter is not responsive to inquiries, does not assume responsibility when their paid web page and agents mislead, and will not discuss refund when their mistake resulted in booking the wrong hotel. The agent did not send verification (their mistake in not verifying the correct email. Do not use **************************; the policy seems to be theft. I'm owed nearly $700. I am glad to discuss and resolve this, but I cannot get a response. Case *************

  Business Response

  Date: 03/26/2025

  To whom it may concern,
  

  We appreciate the opportunity to respond to this complaint. We have been attempting to contact the consumer regarding their concerns; however, it appears that we had an incorrect email address on file. As a result, our previous communication attempts were unsuccessful. We apologize for the delay and are now reaching out to the consumer directly using the updated contact information to ensure the matter is addressed promptly.
  

  We have reviewed the call recording and found that the agent answered the call by identifying as a representative of ************************** 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, confirmed the dates of stay, and informed the caller that the total price for this reservation would be $701.03 which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:
  

  Cancellations made before January 21, 2025 at 04:00 ********* time) qualify for a full refund. Cancellations made between January 21, 2025 at 04:00 ********* time) and January 23, 2025 at 04:00 ********* time) will be charged a 1 night penalty. There are no refunds for cancellations made after January 23, 2025 at 04:00 ********* time). There are no refunds for no-shows or early checkouts. The Reservation Counter $17.99 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 reached out to the hotel to see if a refund could be processed, but unfortunetly the refund was denied.
  

  Regards,
  

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

  
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23087206
  
  I am rejecting this response because:

  
  I have contacted the company several times after their stock reply, they have resent the stock reply, one more time, and then quit answering. They still continue to not share the evidence that they are right. They also dont respond to the fact that theres a Reacher since I did not receive notification of the confirmation so I couldnt tell it was the wrong hotel again I booked it off their website for the hotel which if theyre algorithms were really good they would know that. I think the Agent was in a hurry and he just picked a hotel In *******, I lost track of what was going on, At the end, said sure Ill take the Hotel thinking it was the one I I wanted. I have sent four messages to ask to talk to someone who can actually talk about it and make a decision besides a low level agents and no response. Its about time to go online and the others know about their lovely service. Any suggestions as to how one might do that?
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/14/2025

  To whom it may concern,

  Thank you for the oppurtunity to respond. Our constomer support team can be reached 24/7 at **************.

  Regards,

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

• Initial Complaint

  Date:03/17/2025

  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.

  15 March 2025 I called a number I thought to be ****** to book a room for a trip. Upon an agent answering I asked if I was speaking to ****** or a 3rd party they told me I was speaking to ******. I asked this twice to ensure I was not talking to a 3rd party and the agent responded they were ******. I gave my travel dates in October and said I needed a room for 6 adults. I gave the details of a 2 bedroom suite I saw on ******'s website at ********************. The representative said the room was available gave the price and said it was a military discount rate and started the booking process, I asked about travel insurance and asked if the booking was refundable. The agent said ok to adding travel insurance and said I had until 7 October to cancel without penalty. I repeated the cancelation policy back to the agent and they confirmed it was correct. I found out that I did not speak to ****** upon getting the email confirmation, I called ****** on the 16th of March and found I was booked a smaller room that only accommodated 4 people. I called the Reservation Counter/Desk back to cancel and was told it was non refundable and that I could not cancel without penalty. I described what happened and they escalated the matter and said I would have an answer in ***** hours. I called on 17 March and was told that it would take 5-7 business days to find out if it could be refunded. I am seeking a full refund as the companies representative misled me in identifying themselves as a ****** employee, booked a room that is too small and not what was asked for, said it was refundable and then marked in non refundable, and did not add travel insurance as requested.

  Business Response

  Date: 03/24/2025

  To whom it may concern.

  Thank you for bringing these concerns to our attention. We take matters such as these extremely seriously. We have contacted the hotel and a full refund has been processed to the original form of payment. We have also waived our non-refundable booking fee.

  Regards,

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