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 fromJim S
Date: 05/15/2024
1 starI made a hotel reservation through this business unaware that it was not the hotel itself. I was assured that any cancellation up to a week prior to this reservation would be free of charge. The very next day I was talking to others attending the same event and learned that I was charged a much higher rate. Actually, I knew they had charged me more than the hotel website was displaying (only $6 so I told them of the discrepancy, but they informed me their number was the correct one.) Calling the hotel itself, I received the same room for a much lower price. Cancelling with Reservation Counter-the next day- they charged me $15.99. That is NOT a free cancellation.Please look into their shady practices.Reservation Counter, LLC
Date: 05/17/2024
?Thank you for bringing this to our attention, ***. We receive our rates from the hotel directly. The contracted rate was agreed upon at the time of booking. Because your reservation was booked with us and not through the hotel directly, we are contractually bound to adhere to the rate agreed upon at booking. If youd like more help with your reservation, you may contact our escalations team at ***********************************Review fromMarsha Z
Date: 05/13/2024
1 starI would not make reservations this this company. I did back in March on the 9th. I was not satisfied with the reservation. We did not stay. Contacted this company for a refund. Talked with the hotel GM. They were happy to refund me, but I had to go thru who I booked with. Ugh. Reservation Counter. They refused to refund me. The hotel GM even email them and was happy to refund. Reservation counter was not!!! Very disappointed with this company. They took me for 300+.Reservation Counter, LLC
Date: 05/15/2024
Thanks for bringing this to our attention, ******. I will share your feedback with our customer service manager so we can look into this. If youd like more help with your reservation, please feel free to contact our escalations team at [email protected], Review ManagerReview fromKAW
Date: 05/03/2024
1 starWhat a horrible experience with this company. I thought I was booking directly with the hotel, but spoke to someone at ReservationDesk.com, which is a 3rd (4th?) party booking agency (I found out that they actually use Booking.com to make the reservation). I asked during the call if we can change the card on file for the reservation after the booking was made, and was told yes. I was also given a very fast "cancellation policy" spiel over the phone that I couldn't understand, but was assured by the agent that I would receive an email with the details. When I received the email, I realized that I had not booked with the hotel directly, so I attempted to cancel. After 45 minutes on the phone with their agents, they informed me that this reservation is fully paid in advance (not true--my card was charged for their "service fee" but not the hotel stay) and non-refundable. They also told me that we cannot change the card for the reservation, despite what their other agent told me. The only option they provided me is to escalate the call to their "Recordings Department" so they can listen to my initial booking call and see if I was provided incorrect information. After looking into the company, I can see they have previously settled charges with the Federal Trade Commission about misleading customers through websites and call centers that lead people to believe they were reserving the rooms directly from the hotel. Looks like despite the FTC investigation, they have continued to operate in this way. They are also part of the "TravelPass.com" group -- emails about this issue have come from both reservationdesk.com and travelpass.com. After their recordings department reviewed my call, they said they cannot offer a refund or "compensation" for my experience, because "The cancellation policy was read off, and if it was too fast for you to the point where you couldn't understand it, it's your responsibility to inform the agent so they can repeat it for you." How convenient.Reservation Counter, LLC
Date: 05/08/2024
Thanks for bringing this to our attention, *****. I will share your feedback with our customer service manager so we can look into this. If youd like more help with your reservation, please feel free to contact our escalations team at [email protected], Review ManagerReview fromAngie W
Date: 05/03/2024
1 starI wish there was a way to give negative stars because that's what I would truly rate this deceptive and fraudulent company. I was using *********** Bing search engine and I typed in the exact name and address of the hotel where I wanted to stay, expecting to be taken to the hotel's web site. I discovered after the fact that I had actually been deceptively redirected to a third party booking company named Reservation Counter. That evening when I arrived at the hotel, expecting to have a reservation for that night, the clerk at the front desk told me I did not have a reservation there even though I showed the clerk my confirmation from Reservation Counter. Furthermore, the clerk said she had never even heard of the company! The hotel DID NOT HONOR my reservation that I had made through Reservation Counter!!! I called Reservation Counter and filed a complaint. I was told Reservation Counter would contact the hotel property and I would get a response in 5-7 days. I called the hotel property manager 3 times within that time frame and was told Reservation Counter had NOT contacted them. I also contacted Reservation Counter customer service and all I ever got was some lame variation of 'we're sorry about the inconvenience, the incident is being investigated' email. It was nothing but round and round the (not so)merry-go-round. After more than a week of lame responses and excuses from Reservation Counter, I contacted my credit card company and filed a dispute. As far as I am concerned, Reservation Counter is in breach of contract for promising a service that was NOT provided and for outright theft for refusing to return money for a service that was NOT provided! That makes this company both deceptive for the way it snares unsuspecting customers and fraudulent for taking and keeping money without providing the service that was promised!Reservation Counter, LLC
Date: 05/06/2024
Thanks for bringing this to our attention, *****. We apologize for any inconvenience this caused you. I have shared your feedback with our customer service manager so we can look into this. If youd like more help with your reservation, please feel free to contact our escalations team at [email protected], Review ManagerReview fromScott R
Date: 05/02/2024
1 starHorrible customer service and scammer. Do not use! I booked a trip to Cleveland at a Comfort Inn. Everything was good until I received the hotel receipt. The hotel charged Travelpass $170 less than what I paid them to book the room, not to mention the $15 booking fee. I contacted Travelpass and was instructed to send them a copy of the receipt so they can review it. I was told it would be 5-7 business days. This was on April 8th. No response. I contacted them again on April 21st. I was told the same thing, 5-7 business days. No response. I contact them again on May 1st and was told there was nothing in my file annd to send a copy of the receipt. I asked to speak to a supervisor, but they would not transfer me. On May 2, I received an email that they will not refund me the $170 that was overcharged. This company is full of scam artists with the worst customer service I have ever received. Avoid at all costs!Reservation Counter, LLC
Date: 05/03/2024
Thank you for bringing this to our attention, *****. Reservation Counter is an online travel agency. We book rooms for over ******* hotels worldwide and assist millions of satisfied customers on a routine basis. We receive our rates from suppliers who contract with the hotel directly and do not have the ability to modify or change these rates. The contracted rate was agreed upon at the time of booking. Because your reservation was booked with us and not through the hotel directly, we are contractually bound to adhere to the rate agreed upon at booking. Please feel free to contact our escalations team at ********************************** if you have questions or concerns.--Rachael, Review ManagerReview fromMatt R
Date: 05/02/2024
1 starI can repeat what all the other reviews are saying. Total Scam. Would not let me change a reservation. Marriott would be wise to part ways with Reservation Counter, but likely don't even know this is going on.Reservation Counter, LLC
Date: 05/03/2024
Thank you for your review, ****. Reservation Counter is an online travel agency. We book rooms for over ******* hotels worldwide and assist millions of satisfied customers on a routine basis. We do not contract with hotels directly. Instead, we partner with online travel agencies and sell their listings. We apologize if you had a negative experience with us. We would be happy to help you, but we will need your itinerary number. Please feel free to contact our escalations team at ********************************** if you have questions or concerns. We are happy to answer any questions you may have about our company.--Rachael, Review ManagerReview fromTerry L
Date: 04/29/2024
1 starA One Star is too high..... The system would accept the rating without a star. The moment that a fake agent takes your call the lie begins. This company is fraudulent in everyway possible - a fake agent, a fake email address, a fake corporate phone number, and a fake management representative to resolve issues. My family needed to travel for a funeral and unfortunately called to make hotel reservations with this fake business. An extra room was booked for a family member at the Marriott hotel. We asked several times would it be any problem if we needed cancel if not needed. We were lied too! Called back two hours later and was told that we could not cancel. They lied and told us to call the Marriott asking them to fax a letter to them stating that they would accept the cancellation. The Marriott said that they had never seen anything like this, however they did send the letter as requested. We called back and was told that the reservation still could not be cancelled. We learned from the Marriott that the fake company prices were totally higher than the Marriott's prices are. I hope that this fake company is destroyed to the ground and that they be judged for their corruption and bad business practices!!!Reservation Counter, LLC
Date: 05/02/2024
Thanks for bringing this to our attention, *****. I will share your feedback with our customer service manager so we can look into this. If youd like more help with your reservation, please feel free to contact our escalations team at [email protected], Review ManagerReview fromYout W
Date: 04/24/2024
1 starThis place is a scam. When you look up the hotel, their phone number comes up instead but it looks as though it's the actual hotel. Then they lead you to believe you are speaking with the hotel reservation desk directly. And that they are giving you the best rate. I asked for the group rate for the event I will be attending. They told me that there was no group rate for the dates I was booking. At no time did they tell me there was a service fee or I would have known I was not booking directly with the hotel and would have called them directly. Then they charged an additional fee that they call 'sales tax' on top of the booking fee. The actual hotel charges taxes of 17%. They charged me 27%, calling it sales tax. When I asked them about it, they said they are told the taxes by the hotel! Ridiculous. The Marriott is not charging more tax than they are legally obliged to charge. I have been told the matter has been escalated but based on the other reviews here, I am expecting they will not do anything at all to make this right. They deserve the law suits and the poor BBB ratings.Reservation Counter, LLC
Date: 04/25/2024
Thank you for your review, Yout. Reservation Counter is an online travel agency. We book rooms for over ******* hotels worldwide and assist millions of satisfied customers on a routine basis. We apologize for your experience and would like to look into your situation further. Please feel free to contact our escalations team at ********************************** with your itinerary number and we will assist you. We are also happy to answer any questions you have about our company. ********** Review *******Review fromSheri A
Date: 04/23/2024
1 starSCAMMERS. STAY AWAY. THEY ADVERTISE ONE PRICE BUT THEN CHARGE MUCH MORE TO YOUR CARD WITHOUT EVER GIVING YOU CONFIRMATION OF THE MUCH HIGHER PRICE. THIS COMPANY SHOULD BE ASHAMED OF THEMSELVES AS THEY ARE FALSELY ADVERTISING AND KNOWINGLY RIPPING PEOPLE OFF. WHEN YOU CALL THEM THEY ARE UNAPOLOGETIC AND UNHELPFUL AND REFUSE TO CANCEL OR REFUND THE VASTLY INCREASED AMOUNT THEY DEBITED TO YOUR CARD.THEY SOMEHOW MAKE IT LOOK LOKE YOU ARE ON THE HOTELS OWN WEBSITE. MILLIONS OF SIMILAR BAD REVIEWS ALL OVER THE INTERNET.Reservation Counter, LLC
Date: 04/25/2024
Thank you for your review, *****. Reservation Counter is an online travel agency. We book rooms for over ******* hotels worldwide and assist millions of satisfied customers on a routine basis. We apologize for your experience. We would like to look into your situation further, but we will need your itinerary number. Please feel free to contact our escalations team at ********************************** with this information. We are also happy to answer any questions you have about our company.--Rachael, Review ManagerReview fromTree G
Date: 04/20/2024
1 starBuyer Beware. I, along with countless others, are wondering why a so called American business is allowed to scam, honest hard working people, out of their money. I was lied to by their staff and the Reservation Counter "research team" are liars as well. I booked a room in NOLA at the Royal Sonesta. Everyone, please be careful with this fraudulent company. You will be scammed. When you use the Reservation Counter, you are using a private company, WHICH DOES NOT ALLOW REFUNDS.Reservation Counter, LLC
Date: 04/22/2024
Thanks for bringing this to our attention, Tree. I will share your feedback with our customer service manager so we can look into this. If youd like more help with your reservation, please feel free to contact our escalations team at [email protected], Review Manager
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