Reservation Counter, LLC

To Whom It May Concern, We appreciate the customer bringing this to our attention and for allowing us to respond. Our records indicate that your reservation was made on our site reservationcounter.comReservation counter is a hotel booking service that uses global distribution systems and
other tier one travel agencies such as Expedia, Priceline, booking.com and othersWe book up to 10,reservations per day and provide an honest, transparent, and professional experience to our customersThe customer most likely found our site by clicking on one of our hotel ads on GoogleWe have investigated this case and learned that the customer was quoted the correct price of $This is the same amount that was charged at the time of bookingWe are unaware of any adjusted bill showing the price of $We have reached out to the customer and have asked that they send us the bill so we can investigate their complaint. Best regards, Reservation Counter

Complaint: ***
I am rejecting this response because:The response is not entirely accurate and I need clarification regarding the first line of the company responseThe company response is quoted as follows:"We have contacted the customer and explained that the hotel revealed a price only available to wholesalers breaking their contractWe will honor the price but we need the hotel's approval for the refundUnfortunately the general manager has ignored all attempts of correspondenceWe have contacted our Brand Rep to request that they take immediate action to receive approval and refund our customer."My response:"the hotel revealed a price to wholesalers" What price does this refer to? Does this mean I would receive the amount requested ($297) or is there a different price based on wholesaler price that they are offering as a refund?Second, I have not been contacted by Reservation Counter regarding this matter via email., letter or phone Third, I contacted the hotel manager of Best Western in July (George D***) regarding this issue and he promptly replied not once but twice so I am not sure why he would "ignore attempts"I sincerely hope Reservation Counter is sincere in their efforts to refund my money and would be satisfied receiving the refund of $as requested.
Sincerely,
Cathy C***

Complaint: ***
I am rejecting this response because: We are rejecting this response only because we have not actually received the refund check from this company in the amount of $When, and if, we do receive this full refund check, and it clears the bank, we will then accept and consider this case closed
Sincerely,
*** ***

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 by the customer directly. During 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 200,000 hotels worldwide. The customer is provided with all the terms and conditions of the reservation including the cancellation policy during the booking process. These terms and conditions must be acknowledged and agreed to before the booking can be finalized. The customer then cancelled this reservation online. We 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 policy. This is their policy and we must comply. Please 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-Desk

To whom it may concern,Thank you for your continued patience. This reservation was made by the customer directly. During the online booking process the customer is responsible for entering all the information required to finalize the booking. The customer called our support line and requested a cancellation of 1 night only. We have been in contact with Bonotel who agreed to a one time customer courtesy to modify the dates of this reservation and refund 1 night only. This customer agreed to this refund of 1 night and a full refund was never offered to the customer. Please 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 case. Upon review of this reservation we have found that this reservation was booked online by the customer directly. During 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 200,000 hotels worldwide. The customer is provided with all the terms and conditions of the reservation including the cancellation policy during the booking process. These terms and conditions must be acknowledged and agreed to before the booking can be finalized. The cancellation policy on this reservation reads as follows:A penalty of $622.05 USD will be applied if cancelled between 2018-03-08 00:00 and 2018-03-18 23:59. The $12.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees. We apologize for any confusion that has occurred, however the customer has chosen a reservation that is not fully refundable. 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 policy. This is their policy and we must comply. Please 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, Thank you for the opportunity to review this case. Reservation Counter.com is a booking agency that makes reservations for over 200,000 hotels worldwide. We are not directly affiliated with these hotels or their management. We have contacted the Clarion Inn who informed...

us that they oversold their inventory and offered to relocate this customer. The customer agreed to the relocation and used the rooms for the agreed upon dates of stay. Due to this customer utilizing the rooms at the hotel they were relocated to, at the expense of the Clarion Inn no refund will be offered. This is the hotels decision and we are contractually bound to comply. Please let us know if we may be of further assistance.  Best Regards,Reservation Counter

Complaint: [redacted]
I am rejecting this response because:1. Their site is intentionally misleading made to mirror the hotel sites2. The cancellation policy was not determined by Hilton - and this was confirmed to me on february 26 by a Hilton representative. Reservation desk has assigned this policy arbitrarily.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Again, I am getting two different stories from the Clarion and from Reservation Counter. They both tell me it's the others fault. I will not be happy with a decision until my money is refunded.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This is a bald faced lie: "Ms. [redacted] that he did not have access to the block of room rate. He explained that it is either sold out or being held directly by the property."  He said no such thing.  I argued with him for a good 15 minutes, and even asked him to talk with his hotel supervisor (I told him our even planner was on the phone with them at the time ensuring us that we still had the promised rate) and even then he didn't just say "by the way, I don't work for the hotel".  He just insisted that the rate was no longer available!!!! He knew he had a sucker in me, and took advantage.  I finally got frustrated (because again, I assumed I was talking to the hotel) and told him that our event planner and the hotel could work it out later, which he said would be fine!  If he had been honest, why would I have agreed to pay an extra $100 and not just hung up and called the hotel directly?  Makes no sense if he had been honest that I wasn't talking to the hotel.  Long story short - he mis-represented himself as the hotel, and it ended up costing me an extra $100 that came out of my personal pocket.  That's not the kind of business I would want to be associated with.  
Sincerely,
[redacted] [redacted]

Complaint: [redacted]
I am rejecting this response because: As of 4/23/2018 I have resolved this issue with the Westin Washington Dulles Hotel.They supported me in my request for a refund and the refund is being processed. You may close my case.
Sincerely,
[redacted]

To whom it may concern, Thank you for the message. We reviewed this reservation and found that it was booked online by the customer who went directly to our website. Sorry for the confusion that may have occurred. The customer was provided the terms and conditions of the reservation, including...

the cancellation policy during the booking process. Before the reservation can be made a customer must agree to the terms and conditions that we are obligated to follow and that are set by the hotel. Please let us know if we may be of further assistance.  Best Regards,Reservation Counter

Complaint: [redacted]
I am rejecting this response because:  Your claim that the hotel will not refund you is completely inaccurate.  I have spoken with the Kent Ramada Hotel directly and was informed by them that although you did make a reservation on my behalf for June 24, 2017 that your company did in fact cancel the hotel room timely and that no money was paid to them for the hotel stay.  If you wish you may call them yourself at 253-395-4300 to confirm. I have included a copy of the invoice they provided me showing no charges were incurred for the reservation.Furthermore, your cancellation policy pre-booking shows that the cancellation is refundable it was only after I agreed to book through your website did you change the cancellation policy via the email.
Sincerely,
[redacted]

To whom it may concern, Thank you for bringing this case to our attention. We have reviewed the reservation in question and found that this reservation was booked online by the customer directly. In the online booking process the customer must check the box stating that they agree to all the...

terms and conditions of the reservation. This includes the total amount charged and the cancellation policy. Once the customer agrees then the reservation can be finalized. Hotel rates are subject to change based upon availability. We receive our rates from the hotel directly and do not have the ability to modify or change these rates. This is very concerning to us that the hotel supplied you a 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 difference. In this case, we have contacted the hotel directly and they did not agree to honor the rate on the receipt. Because the hotel has already charged us for this reservation we are unable to process a refund without their authorization.  Best Regards,Reservation Counter

Hello,We appreciate the customer bringing this to our attention and apologize for any confusion. Upon listening to the call recording we learned that the agent answered the call by stating, "Thank you for calling reservationdesk.com, this is Amy, with whom do I have the pleasure of speaking with?"...

We found that the agent did not misrepresent herself as the Hyatt Place. We also discovered that our agent informed the caller that the rate of $190.05 was the best rate that we had available on our site, but that this rate was not a corporate rate. We are extremely sorry for the unnecessary confusion, and as a one time courtesy we are willing to honor the corporate rate. We will reach out to the customer directly for more details regarding her refund. Best regards, Reservation Desk

Complaint: [redacted]
I am rejecting this response because: this company is LYING!  I called Staybridge and they said they WOULD refund the money but they have no control over this as the money went to Reservation Counter.com.  If the company could please provide me with any confirmation email that they sent to my email address I would appreciate it. I have no record of the confirmation email to them as it is very deceitful online.  It looks like you are booking directly with Staybridge.  I called the hotel DIRECTLY to both change and then cancel the reservation at which time they said they had no reservation under my name.  I did not even know I was making the reservation under a third party booking agent. THIEVES!!!!
Sincerely,
[redacted]

We appreciate the customer bringing this to our attention. Our records show that the refund check was issues on Feb. 12th and should arrive at the customer's address soon. We have advised the customer to contact us directly if he has not received the check by Friday. The check should arrive at that time.Best regards,Reservation Counter

To Whom It May Concern, We appreciate the customer bringing this to our attention. Unfortunately, I was unable to locate a charge to this customer on our side. A small fraction of our customers will see pending transactions if their is a failed transaction. In these cases since we do not...

collect payment, the customer's credit card provider will refund the customer. We kindly ask that the customer send us a portion of their credit card statement so that we may verify if the charges reflected on their bank statement are in fact pending transactions. Best regard, Reservation Counter

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

To Whom It May Concern,We appreciate the customer bringing this to our attention. The reason why the refund was not previously issued is because we were not informed by the hotel that that they had allowed a refund for the customer's unused night. Yesterday, we contacted the hotel and confirmed that...

a refund amounting to $103.79 could be issues back to the original form of payment. We have already processed this refund, and the customer should be able to see the transaction on her banks statement with in the next 1-3 days. We sincerely apologize for any confusion and for any inconvenience that it may have caused the guest. We appreciate the opportunity to make this right. Best regards,Reservation Counter