Business Profile
Hotel Reservation
Reservation Counter, LLCThis business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Reservation Counter, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.03/5 stars
Average of 288 Customer Reviews
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Review fromSalena L
Date: 04/15/2023
1 starI contacted what the number on a link attached to the Holiday Inn. I requested a one night stay at the Holiday Inn in ******* **. I gave them the specific address. The representative confirmed, gave me a quote and booked my stay. At the time I was less than an hour away from my destination. I requested an email confirmation. And I requested a text. I also asked the representative to stay on the line until I receive one or another. She disconnected the call. When I got to my destination I did bot have a reservation. They took my money. I called back. Waited on hold for 30 minutes to be told that I would be staying at another Hotel. A hotel that was never mentioned during the call. Not by me and definitely not by the representative that gave me the exact Hotel , its location, and name. I requested a refund immediately or the right Hotel. They refused. Theu knowingly stole my moneyReservation Counter, LLC
Date: 04/17/2023
I'm sorry about your experience, ******. We want our customers to have the best experience possible when booking travel with us. I'm sorry about what happened when you arrived at the hotel. That must have been frustrating. I have shared your information with our customer service manager. We will do our best to help you. If youd like more help with your reservation, please contact our escalations team at [email protected], Review ManagerReview fromRich h
Date: 04/13/2023
1 starThere is no way anyone should do business with these people. They told me I had reservations at a resort and then sent a confirmation showing the reservations were actually for a hotel that we had told them we did not want stay at. I probably spent three hours and god knows how many phone calls trying to cancel the unwanted reservation. I spent hours on hold and was promised return calls which never came. Certainly no mystery why they are not BBB accredited. They make it look like you are dealing with the place you want to stay at but you are not.Reservation Counter, LLC
Date: 04/17/2023
I'm sorry about your experience, Rich. We want our customers to have the best experience possible when booking travel with us. I have shared your information with our customer service manager so we can look into this. If youd like more help with your reservation, please contact our escalations team at [email protected], Review ManagerReview fromMelvin M
Date: 04/12/2023
1 starI was misled by a Reservation Counter agent and my credit card was charged twice the amount I was told when I booked the reservation. I immediately called back upon receiving the email and was told they would have to "investigate". I received an email in which they state "After reviewing the booking call we have found that the agent made an error and misinformed the caller." I was offered either a full refund or a price adjustment. Since at that point, I had to make numerous calls to get action, I responded to their email stating that I wanted a full refund. Thirty days later, and I'm still waiting on the issuance the refund.Reservation Counter, LLC
Date: 04/13/2023
Thanks for your review, ******. I'm sorry to read about your experience and the time it has taken to receive your refund. As an online travel agency, we are required to abide by the policies and procedures set by the hotels and our providers. They ultimately give the approval for us to issue refunds. While refunds arent guaranteed, we will do our best to help you. I have shared your experience with our customer service manager so we can look into it further. If youd like more help with your reservation, you may contact our escalations team at [email protected], Review ManagerReview fromHoward B
Date: 04/12/2023
1 starThought i was dealing with the hotel's reservation counter. Booked a room then they added ************ fees and more service fees. They charged my credit card immediately for a hotel booking that was a month away. Looked them up on the BBB. Lots of complaints. Cancelled the booking immediately, about 10-minutes later. Still have their $16 service fee left on my credit card.Reservation Counter, LLC
Date: 04/13/2023
Thank you for your review, ******. Were sorry if there is any confusion between us and the hotel where you are booking. Reservation Counter is an online travel agency that books reservations for over ******* hotels worldwide. I have shared your experience with our customer service manager. We will do our best to help you. If youd like more help with your reservation, you may also contact our escalations team at *********************************** ********** Review *******Review fromJerolyn W
Date: 04/07/2023
1 startotally a scam. They added on a non-refundable $16 fee and then booked the reservation at the hotel through booking.com! I could have done that myself for free.God forbid I need to cancel in the week before. They have strict cancellation policies that you might not read until you get the receipt.Note: they appear to be a booking engine for hotels (like mom and pops that don't have websites) and they use different names.Reservation Counter, LLC
Date: 04/10/2023
Thank you for your review, *******. I'm sorry for any confusion. Reservation Counter is an online travel agency that books rooms for over ******* hotels worldwide. We do not contract with hotels directly. Instead, we partner with online travel agencies and sell their listings. Our cancellation policies vary depending on the hotel. They set the terms and conditions for each reservation. Like many booking agencies, we charge a service fee so we can provide 24/7 customer support. This includes providing service if you have an issue with your reservation or need assistance. Our staff is available any time you need us. Please feel free to contact our escalations team ********************************** if you have questions or concerns. We are happy to answer questions you have about our company.--Rachael, Review ManagerReview fromLorie H
Date: 04/04/2023
1 starI booked a reservation for one of my government travelers on 24 March 2023. I specifically asked if I was speaking directly with the hotel and was told yes. That was a lie. When my government traveler returned from his trip the front desk of the hotel told him they were not able to change the room rate to $98.00 the government per diem rate due to booking through a 3rd party, like I was told from your customer service representative. When I called to get this matter straightened out, I was told there was nothing they could do. Your company lies to customers and lies to a government agency. I didn't not receive a resolution for our tax-exempt status nor receive a refund of the difference in price for the room rate or the service fee my government traveler was charged. Your company is sneaky and underhanded. You lie to your customers and defraud the government.!!Reservation Counter, LLC
Date: 04/05/2023
*****, thanks for your review. I'm sorry for any confusion or miscommunication about our company being the hotel. Reservation Counter is an online travel agency that books rooms for over ******* hotels worldwide. The prices quoted are directly from our hotel suppliers. Taxes and fees are dictated by the hotel suppliers and are not itemized when we receive them. For this reason, we are unable to honor tax exemptions. Your total price includes taxes and fees required to complete your reservation. By paying the grand total, you agree to pay all taxes and fees. I'm sorry for the inconvenience. I would love to help you with your situation, but I will need the itinerary number to look up the reservation. Please feel free to provide this information to our escalations team at *********************************** Someone from our team will contact you.--*******, Review ManagerReview fromClaudia S
Date: 04/02/2023
1 starThis is a scam company. They scammed us into thinking that they were the hotel site that we were booking with and were very cagey about admitting they were not actual ********** Once we realized that we werent booking directly with the hotel we said we wanted to cancel. We were charged $15.99 for nothing. Reading the reviews below, how is this company still in business? They need to be closed down. There should be a way to give NO starsReservation Counter, LLC
Date: 04/03/2023
Thank you for your review, *******. I'm sorry for any confusion between us and the hotel where you are booking. I can assure you we are not a fraudulent company. We assist millions of satisfied customers on a routine basis. Like many booking agencies, we charge a service fee so we can provide 24/7 customer support. This includes providing service if you have an issue with your reservation or need assistance. Our staff is available any time you need us. Please feel free to contact our escalations team at ********************************** with your information and someone will contact you.--Rachael, Review ManagerReview fromPatrick K
Date: 04/01/2023
1 starDo not reserve through these people! The hotel I booked has a water park in pool area and that was closed when I arrived. There was no mention of this beforehand. When the front desk recommended calling reservation counter I called them and they were very rude on the phone and said too bad so sad. Will never book anything that has any affiliation with them again! I was even willing to transfer my reservation to a different hotel.Reservation Counter, LLC
Date: 04/03/2023
*******, I'm sorry about your experience when you called customer service. This is not typical of our interactions with customers. Reservation Counter is an online travel agency. We don't always have access to hotel information and property such as pool closures. I have shared your experience with our customer service manager. They will contact you. If youd like more help with your reservation, you may contact our escalations team at [email protected], Review ManagerReview fromTim A
Date: 03/31/2023
1 starCharged a service fee without informing me. Make website look like you are dealing with the hotel directly. VERY misleading business practice.Get canned response from **********Reservation Counter, LLC
Date: 04/03/2023
***, I'm sorry if there is confusion between us and the hotel where you are booking. We are an online travel agency and do not contract with hotels directly. Instead, we partner with online travel agencies and sell their listings. I shared your information with our customer service manager. She contacted you about your situation. If youd like more help with your reservation, you may contact our escalations team at [email protected], Review ManagerReview fromKathryn C
Date: 03/30/2023
1 starDefinitely a crooked operation! I agree that they are not transparent with their cancelation policy. I made a reservation for JULY and they made me pay the total amount of over $2000.00. When I read the cancellation policy it said I would have had to cancel the reservation THE DAY BEFORE I made the reservation. Because of this, they charged me a fee of $1855.62. I have tried to get a refund from them and through Capital One. I am so frustrated that a company like this is allowed to stay in business!Reservation Counter, LLC
Date: 03/31/2023
Thanks for your review and sharing your experience, *******. Our cancellation policies vary depending on the hotel. They set the terms and conditions for each reservation. As an online travel agency, we are required to abide by the information our hotel suppliers provide to us. We're sorry about the inconvenience. Your experience has been shared with our customer service manager. They will contact you. If youd like more help with your reservation, please contact our escalations team at *********************************** ********** Review *******
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