Reservation Counter, LLC Reviews (463)
View Photos
Reservation Counter, LLC Rating
Address: 2961 W Maple Loop Dr, Lehi, Utah, United States, 84043-5686
Phone: |
Show more...
|
Web: |
www.reservationcounter.com
|
Add contact information for Reservation Counter, LLC
Add new contacts
ADVERTISEMENT
To whom it may concern,Thank you for sharing this experienceI'm sorry for the trouble this has caused the customerWe have researched this reservation and see the customer called in April because she said she did not receive a confirmation emailAt that time, the support agent sent a
confirmation to the email address provided by the customer, who then said she received the confirmation emailWe were not aware of a mistake in the hotel selectionThe given terms and conditions allowed the customer to cancel her reservation and receive a full refund until September 21, but she did notPlease let us know if there are more questions. Best Regards,Reservation Counter
Complaint: ***
I am rejecting this response because:The add they are displaying is still very deceptiveI believed the reservation counter was a department of the Hilton, not a company in and of itself
Sincerely,
*** ***
To whom it may concern, Thank you for bringing this case to our attentionI have reviewed the case notes and communication with the customer and found that in this situation the customer booked this reservation onlineThis means that the customer clicked on our link in their web browser and
made the reservation themselvesDuring the online booking process the customer must agree to all the terms and conditions of the reservation including the cancellation policy and total cost before the reservation can be finalizedOnce they have agreed to proceed they may then finalize their reservationWe have reviewed the cancellation policy on this reservation and found that the customer booked a non-refundable reservationWe have contacted the hotel and they have stated that they will not be willing to cancel and refund this reservation due to their cancellation policyThis is their policy and we are contractually bound to the terms thereinPlease let us know if we may be of further assistance. Best Regards,Reservation Counter
To whom it may concern, Thank you for bringing this to our attentionWe 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
We are still waiting to hear back from the hotel's financial officerWe need to make contact in order to request release of the customers fundsWe have left several messages and we were assured contact by the end of this week
To whom it may concern, Thank you for your responseWe have reviewed the call recording once again and have found that the agent opened the call identifying himself as a representative of Reservation Desk.comThe customer did request a room in connection with a block of room rate for her company Christmas partyThe agent informed the caller on two separate occasions during the sales call that he did not have access to the block of rooms because they were either sold out or held directly by the propertyThe customer agreed to book for the lowest rate that the agent had at the time of bookingThe agent then recapped the information for the reservation including the total price and the cancellation policy and the caller agreed to finalize this bookingWe apologize for any confusion that occurredWe have called the hotel about their double charge of the room and they refunded their extra charge to the customerThey were unwilling to refund the difference in price due to their cancellation policyWhen we collect payment for reservation we send that payment forward in full to the hotelWe are contractually bound to the policies on this reservation and cannot offer a refundPlease let us know if we may be of further assistance. Best Regards,Reservation Desk
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,
*** ***
Hello, We appreciate the customer bringing this to our attentionI have reached out to our financial team and have verified that a check will be resent again to the customerWe apologize for the inconvenienceWe would advise the customer to cash this check so that the refund can be
processedPlease let me know if there is anything else we can do for this customer. Best regards, Reservation Counter
This email is in response to Case #: *** for *** ***To whom it may concern,Thank you for giving us the opportunity to review this caseUpon review we have found that when Ms*** arrived at the hotel, they were unable to locate her reservationWe have been working
diligently with the hotel and provider to ensure an acceptable resolution in this caseOn June 30, we were informed by the hotel that they have issued a full refund for this reservationThis refund will be applied back to the original form of payment and should be credited within -business daysHowever, depending on the banking institution this refund could take up to days depending on the billing cycleWe have refunded the booking service fee of $back to the customers original form of payment as well due to the inconvenience Ms*** experiencedPlease let us know if we may be of further assistance. Best Regards,
We negotiate our rates directly with the hotel and as rates are subject to change based on availability the hotel was unable to verify this lower rate We requested from the customer if they received a receipt at the end of their visit that revealed a lower rate to please include that in a
replyWe will be able to provide this receipt to the hotel and request that they honor this price. For quality assurance, I personally have reviewed the phone call in which the customer made the reservationOur agent did not answer the phone with the name of the hotelOur agent did however answer with our websites name ReservationCounter.comIn the call I was unable to find any evidence of misleading informationOur agent never stated that we were the hotel and always referred to the hotel as the propertyI was able to verify that the customer did request a room on the ends of the hotel because those are the rooms with a seating areaOur agent then did tell the customer that he will submit the special request but it is not guaranteedThis request was submitted. Unfortunately, because the customer is filing their complaint post stay, they used the reservation, and there was no verified error on our agents part we cannot issue any refundIf they are able to provide a copy of your receipt with a lower rate we are more than happy to assist them in refunding the difference
To whom it may concern, Thank you for your responseWe are a third party booking agency and purchase our inventory either directly from the property or from a provider such as Priceline, Get a Room, Orbitz, etc All our inventory has the cancellation policies attached by one of those entitiesIn the case of this reservation the cancellation policy was attached by the provider and although the hotel may have agreed to the refund, the provider has stated that they will stick to the policy and not offer a refund We work diligently with hotels, providers and suppliers to ensure the customer receives the best possible service The provider has requested medical documentation and the customer has refused to send the needed documentation requiredTherefore the provider has stated that no refund will be issued. Best Regards,Reservation Counter
To whom it may concern, Thank you for your responseThis was a prepaid reservation that was made online by the customer directlyThe hotel is responsible for all room assignments and this is on a first come, first serve basisBecause the hotel collected payment in full for the room that was reserved we cannot refund the difference in accordance to the cancellation policyI have listened to the call recording of the support call and the agent did his best at understanding the complaint of the callerHe could have used a more understanding tone however the information that was provided was accurateYour reservation was non refundable and we cannot make any changes or modifications including adjustments on the priceThe price that was paid was the price the customer agreed to at the time of booking We apologize that our agent came across as rude or not understandingWe want our customers to have the best customer experience possiblePlease let us know if we may be of further assistance. Best Regards,Reservation Counter
Complaint: ***
I am rejecting this response because:This is not about the reservation with Fairfield Inn. This is about the $charge from your company. You mislead me by pretending to be Fairfield Inn. You also did not provide a cheaper rate as you have claimed you will do. I want a refund of the $and be removed from anything having to do with your company
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 as long as the refund is made within the next days
Sincerely,
*** ***
To Whom it May Concern, We have reviewed the case and verified that the customer had reservationsThe total charge for both reservations before taxes and fees was $There was an additional $charge listed as "taxes and fees." While it is true that we charge a service fee, the
heavy majority of this charge is for state and federal taxes in accordance to Alabama Law. Regardless of these charges our agent should have quoted the total amount including taxes and feesWe will refund the customer of this charge and apologize for any inconvenience or concern that the they may have experiencedReservation Counter prides itself on customer loyalty and we hope that this customer finds this resolution acceptible. Best regards,Reservation Counter
Hello, We appreciate the customer bringing this to our attentionWe charge a $service fee to all reservations made through our siteThese policies are highlighted before customers complete their booking onlineAs a one time courtesy we have issued a refund of $back to the original
form of paymentWe hope the customer finds this resolution satisfactory. Best regards, Reservation Counter
Hello,As an booking company, we receive our room rates and the room description from multiple online providersWe have verified that the rate that was given to us by our provider was $per night for a Deluxe RoomThis is the same room rate that was provided and agreed upon by the customer at the time of bookingUnfortunately we are unable to honor the rate that the guest's friend received because her reservation was not made through reservationcounter.com and was booked for different dates than the discussed reservationI am unsure why the front desk informed the guest that we sent the reservation as a standard roomIt is clear from the customer's confirmation that the reservation was made for a deluxe roomThis is the same information that was given to the hotelThe hotel has denied these allegations and claims that the customer was provided the correct room typeUnfortunately because the hotel has denied any error or refund request we are unable to process a refund for this reservation.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, Thank you for contacting us regarding this complaintWe have investigated this reservation and found that the customer booked this reservation onlineWhen someone searches for a hotel online, multiple ads pop up and the customer must choose a particular ad by
clicking on itOne way to determine what company is represented in the ad is to look at the web addressWe are a third party booking agency and purchase our inventory from the hotels and/or providers such as Priceline, Orbitz, etcWe offer a picture of the property so that the guest can see what the property they have chosen looks like and determine if it is the hotel they want to book atThe customer must acknowledge and agree to all the terms and conditions including the total cost and cancellation policy before the reservation can be finalized. The prices quoted are directly from the hotel and can change as demand for rooms increaseThe taxes and fees are standard, but they cannot be calculated until check outWe apologize for the confusion this causedThe cancellation policies are attached to our inventory by the hotel at the time of purchaseThese are the hotels policies and we are contractually bound to the terms thereinIf we can be of any further assistance, please let us know. Best Regards, Reservation Counter
Hello,We appreciate the customer bringing this to our attentionMost likely, the customer found our website by clicking on one of our ads on when searching Google for the Comfort Suites Independence - Kansas City (see attached)Reservation Counter is recognized by the biggest brands in travel and
successfully books more than 10,room nights every day It is not our intention to misrepresent ourselves as the hotelWe place our logo at the top of each webpage and are very clear about the room rates and fees that will be charged at the time of bookingAs a courtesy, I have issued a refund of the $booking fee that was charged to the customerUnfortunately, we are unable to issue any additional refund since the rate that was quoted to the customer is the same price that we received from our booking providerWe hope the customer finds this information helpful. Best regards, Reservation Counter