Reservation Counter, LLC

Revdex.com:The reservation number was ***. I was unable to cancel this reservation because the deadline for cancellation was noon the day prior to the day I made the reservation and had long passed by the time I was made aware of the deception
Sincerely,
*** ***

To whom it may concern, We have reviewed the call recording and we found that the agent provided the best rate she had available at the time of bookingThe agent provided a recap of this reservation and informed the caller that the total cost including taxes and fees would be $and would be charged todayThe agent asked the caller if all the information was correct and if she could proceed and the caller agreed in the affirmativeHotel rates are subject to change based upon availabilityWe apologize if there was any confusionWe have called the hotel regarding your refund request however they informed us that they would not be willing to process a refund due to their cancellation policyThis is their policy and we must complyWe are contractually bound to the terms and conditions the hotel sets on the reservations we purchase from them. We receive our rates from the hotel directly and do not have the ability to modify or change these ratesThis is very concerning to us that the hotel supplied you rate different than the one that they provided us If the hotel is willing to honor the rate then we would be more than happy to refund you the differenceIn this case, we have contacted the hotel directly and they did not agree to honor the rate on the receiptBecause the hotel has already charged us for this reservation we are unable to process a refund without their authorization.Best Regards,Reservation Counter

Complaint: ***
I am rejecting this response because: They are stating that it is hotel policy, but when I contacted the hotel directly on 5/17/a representative named Rae informed me the hotel policy was free cancellation before 6pm the day before the stay. I was not informed by the representative that I would be charged for cancellation prior to that deadline, I was clearly informed in an email that there was NO cancellation fee prior to cancellationIf it is a mistake then rectify it by refunding my card the balanceThere is no way I would have booked the room with the understanding there was a cancellation fee of a full nights stay
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: My niece works for the DoubletreeShe said they would NEVER have a cancellation date that is before the reservation dateShow me the documentation from the Doubletree you have receivedI also want the documentation of payment to the DoubletreeIf you can't supply this information then I will know it's a scam!
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI disagree that he informed me of the status of the rooms; however, I am pleased with the outcome
Sincerely,
*** ***

To whom it may concern,We have reviewed the call recording and verified that the agent did answer the call by stating, "Thank you for contacting Reservation Counter." Although the agent answered the call correctly, we also believe he could have done a better job of informing the guest of who he was
representingUnfortunately because the reservation was used, we are unable to process a full refundHowever, we would like to offer the guest a 50% refund for any inconvenience that he encounteredThe refund will be processed back to the original form of paymentWe hope that the guest sees this resolution satisfactory.Best regards,Reservation Counter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I wish to keep the reservation that was paid for
Sincerely,
*** ***

To whom it may concern, Thank you for your responseWhen a hotel sells their inventory to third party booking sites, they do not sell it for the same price that they may sell to a customer that walks in from the streetThey adjust their price as they see fit based on their availabilityWe do not have any control over thisThe rate for this reservation was indicated on the receipt from Reservation CounterThe hotel then adds taxes and fees in a bundle on this reservation and we do not have the ability to adjust these taxes and fees or remove them as we are contractually bound to the terms and conditions from the hotelWe apologize for the misunderstanding on this matter however during the reservation process the customer agreed to the final price of $Please let us know if we may be of further assistance. Best Regards,Reservation Counter

To whom it may concern, Thank you for your responseLike you had stated our customer service representatives are working with the hotel to get the charge of $refundedThis should not have been charged to the customer as they had already prepaid for their reservation when they booked online using our reservation siteWe book reservations for over 200,hotels worldwide and do our best to provide excellent customer service to our customersPlease let us know if we may be of further assistance. Best regards,Reservation Counter

To whom it may concern, Thank you for the opportunity to review this caseUpon review of this reservation we have found that this reservation was booked online by the customer directlyDuring the online booking process the customer must click on one of our ads to be directed to our website
We are a third party booking agency and book Hotel reservations for over 200,hotels worldwideThe customer is provided with all the terms and conditions of the reservation including the cancellation policy during the booking processThese terms and conditions must be acknowledged and agreed to before the booking can be finalizedWe apologize for any confusion that has occurred, however the customer has chosen a non refundable reservation. We have called the hotel regarding your refund request however they informed us that they would not be willing to process a refund due to their cancellation policyThis is their policy and we must complyPlease let me know if there is something that I am not understanding or if there is anything else we can do to assist you

To Whom It May Concern,We appreciate the customer's responseThis reservation was booked on our website reservationcounter.com and not with the HiltonThe Hilton may have a hour cancellation policy for reservations made with the property directly, but the cancellation policy that was given to us for this specific room stated,Each room in this reservation is subject to the hotel's cancellation policy which is: Cancellations before 10/11/2016, 12:PM (America/New York) are fully refundableBookings cancelled after 10/11/2016, 12:PM (America/New York) are subject to a fee of USDThere is no refund for no-shows or early checkouts.We must abide by the cancellation policy that was agreed upon at the time of booking.Best regards,Reservation Counter

Complaint: ***
I am rejecting this response because: I still have not received the check as promised!
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Janice O***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The reservation policy was extremely deceptiveIt clearly stated in large letters the "reservation could be canceled up until 1/9/2016"Obviously this was a well placed statement and a nice use of words but it means nothingI guess you can "cancel" the reservation, but you still have to pay the full amountIt is doubtful the fine print that is being referenced would hold up in courtThe example you provided and the statement that the reservation could be canceled is falseIn actuality it effectively can't be canceled. This response also does not mention of being charged at the time of the reservationI was extremely disappointed to see a charge on my credit card immediately after clickingI called immediately to correct this and was told it would have to be reviewed.
Sincerely,
*** ***

Hello,We appreciate the customer bringing this to our attentionCancellation policies are provided to us by the hotel directlyWe do not have the ability to change or modify this policyWhen the customer booked this room the cancellation policy stated,Cancellation Policy : Each room in this
reservation is subject to the hotel's cancellation policy which is: Cancellations before 03/04/2016, 12:AM (America/Phoenix) are fully refundableBookings cancelled after 03/04/2016, 12:AM (America/Phoenix) are non-refundableThere is no refund for no-shows or early checkouts.Regardless if the customer booked a month in advance or if they booked the same day of check in, the cancellation policy would remain the sameThis policy is given to the customer before the reservation is madeUnfortunately, we are unable to simply process a refund for this guest because this reservation is past dated and the hotel has collected payment for this reservationBecause the hotel has charged for the reservation, we need their approval before we can process a refundWe have called the hotel regarding your refund request however they informed us that they would not be willing to process a refund due to their cancellation policyThis is their policy and we must complyIf there is anything else we can do to assist you, please let me know by responding to this email.Best regards,Reservation Counter

To whom it may concern, Thank you for the opportunity to review this caseUpon review of this reservation we have found that this reservation was booked online by the customer directlyDuring the online booking process the customer must click on one of our ads to be directed to our website
We are a third party booking agency and book Hotel reservations for over 200,hotels worldwideThe customer is provided with all the terms and conditions of the reservation including the cancellation policy during the booking processThese terms and conditions must be acknowledged and agreed to before the booking can be finalizedWe apologize for any confusion that has occurred, however the customer has chosen a reservation with a cancellation policy that reads:Each room in this reservation is subject to the hotel's cancellation policy which is: Cancellations before 05/29/2017, 12:PM (America/New York) are fully refundableBookings cancelled after 05/29/2017, 12:PM (America/New York) are subject to a fee of night's room and taxThere is no refund for no-shows or early checkouts.We were contacted on June 1, to cancel this reservationWe have called the hotel regarding your refund request however they informed us that they would not be willing to process a refund due to their cancellation policyThis is their policy and we must complyPlease let me know if there is something that I am not understanding or if there is anything else we can do to assist you. Best Regards, Reservation Counter

To Whom It May Concern,We appreciate the customer bringing this to our attentionAs a third party booking company we are contractually bound to the hotel's policies which were established at the time of bookingOnce a reservation is cancelled we are unable to guarantee a refund or reinstate
the reservationWe have contacted the hotel regarding your refund request, but they informed us that they must stand by their cancellation policy and charge for this reservation We did everything we could to get an exception, but ultimately we must stand by the cancellation policy that was agreed upon at the time of bookingWe apologize for the inconvenience. Best regards, Reservation Counter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

To Whom it May Concern,We apreciate the feedback and again, apologize for any confusionAs stated in our previouse response, we found no error made by our agentShe clearly represented herself as an agent from reservationcounter.comIt is not our intention to misrepresent ourselves as the hotel property directly or to hide our logo on our websiteWe would encourage the customer to explore reservationcounter.com and see that our logo is at the top left corner of every webpageHotel reward programs are offered by the hotel directlyThey reserve the right to accept or deny rewards point as it sees fit to themAgain, we apologize for any confusion