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:01/25/2025

  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.

  1/21/25. The company, Reservation Desk represented themselves as the hotel and never told me they were a 3rd party. When I questioned the high price compared to my previous night stay, they lied and said it was because I was booking it last minute. They rushed me into booking even though I felt uncomfortable. I knew immediately something was wrong and called them back within 5 minutes requesting a refund which they refused. I never used the hotel booking that they provided. I booked directly with the hotel (at a much lower rate) and I am disputing the 3rd party charges.

  Business Response

  Date: 01/30/2025

  To whom it may concern,

  Thank you for bringing the customers concerns to our attention. We have reviewed this reservation's sales call and found that the agent had not misrepresented themselves as being with the hotel.  The agent answered the call by giving the name of our company and advising the customer that we are 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 that the total price for this reservation would be $305.20 which would include all taxes and fees. The agent then read the cancellation policy verbatim which states:

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

  ReservationCounter.com

  
  

  Business Response

  Date: 02/19/2025

  To whom it may concern,

  Thank you for the opportunity to respond. Reservation Counter receives our rates directly from other third party companies that contract directly with the hotel. The rates provided to us at the time of booking were unfortunetly higher then the hotels rates. This is not always the case. Due to lack of an error on our agents behalf we are unable to offer any refund on this case.

  Regards,

  ReservationCounter.com

  Customer Answer

  Date: 02/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this company scammed me. They are liars and are fully aware of what they are doing to people. They pretend to be the hotel, lie when asked questions and rush and pressure the final booking. Then they blame the customer and use their cancellation policy as a loophole. They should not be allowed to do business. They have had to change their name due to all of the complaints against them. I am trying to protect other people that encounter this fraudulent company so that they don’t get scammed like I did. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/22/2025

  Type:Delivery 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.

  Date of transaction 1/21/25
  Amount $406
  Business misrepresented them selves as the reservation desk for Wyndham
  Charged way more than the Motel would
  charged a cancellation fee
  would not agree to a full refund

  Business Response

  Date: 01/28/2025

  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,
  
  ReservationCounter.com
  
  

• Initial Complaint

  Date:01/21/2025

  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 booked ********* on 1/16 for stay of 1/18. It accidentally got cancelled and now more then 24 hours later I am being I will have to pay for another room, they cannot reinstate my booking even though they already charged me full price, including taxes, and a service fee for something I am not using. There is no reason they cannot reinstate since I paid except for the fact of taking advantage of consumers. The property also will not assist and told me to pay for another room. This is a fine print scan to get extra revenue by essentially stealing my money since there is no reason that if I am charged I should get service.

  Business Response

  Date: 01/28/2025

  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 Desk $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.

  The customer then went online and canceled the booking.  When canceling a reservation online, a customer is again advised of the cancelation 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.

  We apologize for any confusion that has occurred, however the cancellation policy associated with this booking no longer qualifies for a 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,

  ReservationCounter.com

  
  

  Customer Answer

  Date: 01/28/2025

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

  your policy is written based solely on taking money from consumers and not giving them anything in return.  I know this will go nowhere but wanted to tell you ** **** *** *****

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

  Business Response

  Date: 02/04/2025

  To whom it may concern,

  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. Our company does not store credit card information or hold payments. In order for a refund to be processed, it must be first approved by the hotel and then by the supplier.

  
  We are contractually bound to abide by the terms and conditions that were agreed to at the time of purchase.

  Regards,

  ReservationCounter.com
  
  

• Initial Complaint

  Date:01/09/2025

  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 November 26, 2024, I contacted ************************ by phone believing that I was contacting Hilton directly. I requested a reservation for ************** (in *******, ******) on *************** for 2 nights in December with check in December 28, 2024. I repeated the dates requested in December at least 5 times and was very specific about December given the booking was for my birthday celebration which coincided with the dates booked. I discovered on December 3rd that the booking had been made for November and that I was charged in US dollars which was not disclosed to me at time of booking on the phonecall. My expectation as a Canadian customer booking a *************** that I was being quoted in Canadian currency and that a responsible company would otherwise be disclosing the currency of quote. The itinerary provided had no detail of currency being charged despite making references to Canadian HST which is entirely misleading in absence of disclaimers about the currency of charge. When I contacted Reservation Desk about the errors on December 3, they committed to reviewing the recorded call and providing a me copy. On December 9, they requested a copy of my credit card statement which I consider an inappropriate request from a privacy perspective but provided anyway. On December 21 they emailed to advise they couldn't provide a copy of the recording but it was reviewed and my concerns have been addressed and to reply to the email if more was required. No concerns were addressed by this reply and again I requested a call be scheduled so the recording could be played with both parties present in witness. As of January 8, they have failed to respond to that request and further requests for follow-up, status and response. The last request was Friday, January 3. This is despite also charging me a non-refundable fee of $17.99 USD for "support" which they have withdrawn entirely by failing to acknowledge my emails. I am requesting full refund.

  Business Response

  Date: 01/14/2025

  To whom it may concern,
  

  Thank you for bringing these issues to our attention. This case was reviewed by our Corporate Escalations Team. Due to the currency being wrong, the guest not using the reservation, and the inconveniences suffered, we are prepared to offer the guest a full refund including the service fee. We have sent the guest an email requesting their mailing address so we can send them a check. We apologize for the experience the guest had with our company.

  Regards,

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

• Initial Complaint

  Date:12/29/2024

  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.

  Re: Reservation of Itinerary No. ************* of ***** ******** I called two months ago and booked a hotel room in ************* from this company on the phone with an agent. The next day I get to the hotel that I booked and they told me at the front desk that the booking company booked me into a hotel that was the wrong Province. It was booked at ********* Ontarot instead of ********* *************. I called right away and they said that it wasnt there issue. The Hotel I was staying in told me it was the company whom I booked through, there responsibility. They told me there was nothing they could do. Then they told me that I booked my hotel room online. I have proof that I booked through an agent that booked me the room. Then they said case was closed and it was my fault. This agent booked me into the wrong hotel and they refused to refund me my money. I did not receive any email back regarding my concern.

  Business Response

  Date: 01/03/2025

  To whom it may concern,

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

  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 property as Best ************************** & Suites located at **********************************************, informed the caller that the reservation was for a Suite, Sofa Bed room type, confirmed the dates of stay as checking in on October 3rd and checking out on October 4th, and informed the caller that the total price for this reservation would be $211.51CAD, which would include all taxes and fees. 
  

  The agent then read the cancellation policy verbatim which states:
  

  Cancellations made before October 02, 2024 at 04:00 ********* time) qualify for a full refund. There are no refunds for no-shows, early checkouts, or cancellations made after October 02, 2024 at 04:00 ********* time). The Reservation Desk CA$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.

  Regards,

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

  
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22742180
  
  I am rejecting this response because:

  what *********** is saying about the voice recording is incorrect. They did not mention the Province over the phone or repeat back to me the address. Maybe we can hear the recording. Also to note how they treated me after the fact was unprofessional and very frustrating. 

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

  Business Response

  Date: 01/14/2025

  To whom it may concern,

  Thank you for the opportunity to respond.  We understand your request for a copy of the call recording. Our recordings are only used internally and cannot be shared. We want our customers to have the best experience possible, so these calls are regularly reviewed for quality.  We do apologize for any inconvenience this may pose but rest assured that your call was reviewed and your specific concern was addressed. Please let us know if there is something we are not understanding or that hasn't been brought to our attention.

  Regards,

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

• Initial Complaint

  Date:12/17/2024

  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 went to ******** Best Value Inn ****************** after making a reservation but upon arriving at the motel, the room was absolutely filthy. I went to the desk and informed them I would not be staying and asked for money back. They told me that I would have to talk to who I booked with. I tired talking with them and they said there is no refund policy. I paid ******. I did not stay that night.

  Business Response

  Date: 12/24/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. We understand your concern in this case and have reached out to our hotel partners on the customers behalf. 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 before any refund can be processed.
  
  
  In this case we have spoken to the hotel and they informed us that this reservation was for a highly discounted rate, with a strict non-refundable cancellation policy. We were informed that no refund would be granted for the quality issues and that the hotel would be charging in full.  We apologize that we were unable to reach the resolution the customer had desired.

  Regards,

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

• Initial Complaint

  Date:12/16/2024

  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.

  This business lied to me, and booked me into the wrong resort. I had to make a 30 mile round trip out of my way in order to resolve this. They told me that the resort was completely booked from the 6th floor and up. The place where I was booked has only one floor. I know they lied because I ended up staying where I wanted on the 6th floor.

  Business Response

  Date: 12/24/2024

  To whom it may concern,

  Thank you for the opportunity to review this case in depth. According to our records, this reservation was cancelled free of charge and a full refund was processed.

  Regards,

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

• Initial Complaint

  Date:12/10/2024

  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.

  My primary complaint is that this business' website presentation is deceptive as they list themselves as the reservation counter under a specific hotel, ************************************** in ****, **. As VP of a non-profit organization, I organize watercolor painting workshops with visiting artists and regularly book hotel rooms at the Element Reno for these artists. If we do not fill the workshop we have a policy that we can cancel 30 days or more before the workshop date. I am familiar with the ************* policy regarding cancellation etc and I generally use our organization's debit card to hold the reservation. The hotel charges are then paid by the visiting artist using their credit card. The hotel will not charge for the room if you cancel no fewer than 3 days before the reservation date. I thought I was making a reservation with the actual ****************** until my organization's accountant contacted me about the charge for the room $980.38. I then contacted the customer service number to confirm the cancellation policy.The wording regarding cancellation is: 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. Having dealt with the hotel a number of times, I interpreted this to mean it was non-refundable for no show or early check-out and the $17.99 charge would not be refunded but there is no charge for cancellation or changes. When I contacted the customer service # to confirm the cancellation policy they told me the charges are non-refundable under any circumstances. When I search the actual hotel website, the room is cheaper (****** including taxes etc) than the $980.38 ************************** charged. I was able to confirm the reservation with the hotel but feel the cancellation policy should be the same as the hotel.

  Business Response

  Date: 12/18/2024

  To whom it may concern,
  

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

  This ******************** is non-refundable. 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.

  If the customer would like, we can request an exception be made to our hotel partner. First, we would need to cancel the reservation and then ask the hotel for a penalty waiver. This is not guaranteed. 

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

  
  

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22667531
  
  I am rejecting this response because: I will re-state that this company purposefully has a deceptive presence on the internet.  I stated in the complaint that I booked this online. I did not click on an ad that identified the business as ************************** but clicked on Element hotel.  I do not trust that my organization's money will be returned using a process of asking the hotel for a penalty waiver and do not want to try some "unguaranteed" procedure.  I am not certain what that even means and, based on HUNDREDS of negative reviews in which people report how this company just took their money through deception I do not want to have that happen.  I have checked with the hotel and find we do have a reservation on the dates requested.  Though it is more costly than booking through the hotel like I thought I did, I am willing to accept that extra cost.  I am only asking that, if necessary due to cancellation of our event, we could cancel with a refund up to 30 days prior to the booking date.  The policy that we have always had with the hotel when booking directly allows for cancellation within 3 days prior to the booking dates.  Again, I thought I was booking directly with the hotel and the policies would be the same as the hotel's policies which I was familiar with.  I do not believe that this company innocently steals bookings from hotels, apparently with frequent very bad results for unknowing customers.  I believe the company is knowingly and purposely deceptive with the intent of essentially stealing money.  I have spoken to hotel personnel who were apologetic but indicated they could not be responsible for the deceptive actions of third party businesses.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 01/03/2025

  To whom it may concern,
  

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

  Regards,

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

  
  

• Initial Complaint

  Date:12/04/2024

  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 mistakenly reserved a hotel stay with Reservation Counter. I thought I was reserving directly with the hotel but was deceived by their website. I was Charged $2443.85 on 5/18/24 and Charged $15.99 on 5/19/24 I received a printed receipt from the hotel dated 5/31/24 for $1483.65, a difference of $960.20. I spoke with hotel manager ***** on 7/17/24. ***** spoke with ****** at Reservation Counter, who said I would be refunded on 7/17/24. ****** told hotel manager she would call me. I did not get a call from Reservation Counter. I was refunded $379.87 on 7/19/24. I have called and emailed multiple time on when to expect balance of refund $580.33. Spoke with a *** on 8/9/24 and was told I would get an email within 5-7 business days from Finance team. I *** not get an email. On 9/12/24 I spoke with ********. He said he would escalate to the ***************** and I should expect a ***ly in 3-5 days. I did not get a ***ly. On 10/4/24 I spoke with ***. She saw the notes from ********. I got a call back form her supervisor ********, who stated that the cancellation policy charges $271.54. She stated that the Escalation team would email me on how they calculated refund tagged as urgent. I received an email that falsly claimed that the hotel refused to process a refund for me. I ***lied to that email stating that it was false and I would ***ort them to the BBB.

  Business Response

  Date: 12/12/2024

  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.
  

  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. Our company does not store credit card information or hold payments. In order for a refund to be processed, it must be first approved by the hotel and then by the supplier
  

  In this specific case, the hotel supplier approved a refund of $379.87. This number was worked out between the supplier and the hotel directly.
  

  Regards,
  

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

  
  

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22640563
  
  I am rejecting this response because:

  I spoke with the hotel manager, ***** on 7/17, who authorized a refund to me with ****** from Reservation Counter. The amount to be refunded was $960.20. I was only refunded $379.87 with no explanation for the difference. Please refund the addiitonal $580.33 or provide an explanation on why those funds are being unlawfully withheld.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/20/2024

  To whom it may concern.

  Thank you for the response. Between the hotel an us there is another third party company. Reservation Counter does not merchant transactions or hold funds. This supplier is the one who contacted the hotel and they came to that dollar amount together. Since we were not the ones making that negotiation, we do not have more insight on how that number was selected. We recommend the guest reach out to the hotel directly in order to find out more about the refund amount.

  Regards,

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

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22640563
  
  I am rejecting this response because:

  The hotel manager, *****, contacted Reservation Counter on 17-July and spoke with ******. ****** - from Reservation Counter - confirmed that a refund would be processed. There was no other party involved in the payment, negotiation, nor the refund.

  Reservation Counter continues to unlawfully hold the balance of my refund in bad faith. This message is a demand that Reservation Counter refund the balance of my refund in the amount of $580.33 or provide documentation for why it is being unlawfully withheld. 

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

• Initial Complaint

  Date:12/02/2024

  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.

  On 12/02 my wife called a phone number that was supposed to be for ************The phone was answered as Hampton ****** wife explained that the reservation was for a convention we were going to attend and gave the convention information. The person on the phone claimed to have the info for the convention.The person on the phone never said they represented ReservationCounter.The convention rooms were supposed to be $125, but we were charged $189 plus fees bringing the per night charge to $209.Our credit card was immediately charged $982 plus a reservation fee of $18. The card should not have been charged since the reservation was not until next May.I have cancelled the reservation and will be disputing any charges with my bank,This whole process is a scam and ReservationCounter totally misrepresented themselves.

  Business Response

  Date: 12/09/2024

  To whom it may concern,

  Thank you for bringing this to our attention. We always want customers to know exactly who they are speaking too.

  We found that the agent opened the call as saying, "Thank you for calling Reservation Counter, an independent travel agency for top hotels"

  We apologize for any confusion that occurred but this reservation has been cancelled and we have waived the ***** service fee.

  Regards,

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