Reservation Counter, LLC

To Whom it May Concern,We apologize for any confusion. We have verified with the hotel that they did not charge the customer directly for this room reservation. The only charge that was made by they hotel was a charge for incidentals, but this deposit has already been refunded. To be clear, we processed a refund of $103.79 back to the original form of payment refunding the customer of the unused night. The customer should have only been charged $103.79 as the total amount for this reservation. We have also contacted the customer directly to verify this. We have advised the customer to contact us directly if she sees anything different on her credit card statement. We will consider this case resolved unless we hear back from the customer in the case that she does see a charge from the hotel directly. We are glad that we could assist the customer in finding a resolution for this case.Best regards,Reservation Counter

To whom it may concern, Thank you for the opportunity to look at this. Reservation Counter successfully makes reservations with thousands of hotels worldwide. We reviewed this reservation and found that it was booked online by the customer who went directly to our website. 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. Although the customer agreed to a non-refundable reservation, we called the hotel about the refund request, which was denied. We are sorry for the confusion that may have occurred. Please let us know if there are other questions. Best Regards,Reservation Counter

To whom it may concern, Thank you for bringing this situation to our attention. We have reviewed the reservations in question and listened to the call recording of the sales call. We were able to verify that at the time that the customer called Reservation Counter to make these reservations,...

our agent offered the guest the lowest rate that he had available at the time of booking. The agent informed the caller that he did not have any availability at the Marriott because in his system it was all sold out. The agent then with the help of his manager were able to find availability at the Hilton and the customer agreed to proceed with the reservations at the Hilton. The agent provided a recap of each reservation in which he read all the details of the reservation, including the total cost that was charged at the time of booking and the cancellation policy on each reservation. These reservations are nonrefundable and we are contractually bound to the terms and policies there in. The caller agreed to each of these reservations in the affirmative and the reservations were finalized. I hope this information is helpful and the solution is satisfactory. Best regards,Reservation Counter

To whom it may concern, Thank you for your continued patience in this matter. The only way to access a site is to either type in a URL or click on a link. I assure you our website cannot pull users from other sites. The most likely scenario would be that an ad was clicked on which directed you to our website. Our website lists our company name and logo at the top of the page. One way for the customer to confirm what website they accessed is to look through their browsing history. As was previously stated, the customer booked this reservation themselves via the online booking system. The customer entered all the information including contact info and dates of travel. We would be more than happy to refund if there was an error on our end, however in the online booking process there are no agent errors. We have contacted the hotel regarding the customers requests and they have denied the request for refund due to their cancellation policy. This is their policy and we are contractually bound to comply to the terms therein.  Best Regards,Reservation Counter

We have checked on the status of [redacted]'s refund. The refund was processed on May 13th. It typically takes our customers 3-10 days for the reimbursements to become available to our customers. We messaged [redacted] and informed her that she should expect her refund by May 23, 2015.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Hello, We appreciate the customer responding to this complaint. The $61.10 difference between rates was not a service fee. Similarly to how a grocery store sales milk for more than they purchase it for, we up sale the wholesale rates that we receive so that we can make a profit. Most of the time, as in this case, we are able to provide our customers with cheaper rates than what would be given to them if they were to  book through the hotel directly. During the call, we learned that the total price of $393.84 USD "including taxes and fees" was quoted to the caller prior to booking. Since there was no error, and because the customer agreed to the amount quoted (which was lesser than the hotel's rate), we will not be processing a refund for this reservation. Sincerely, Reservation Counter

To whom it may concern, Thank you for your continued patience. It is common practice for a company to have their employees answer their phone calls with the name of the company. Our agent clearly identified themselves as a representative of Reservation Counter.com. They did not use the name Sleep Inn. They confirmed the location for which the customer would like the reservation. The caller agreed to all the terms and conditions of this reservation including the total price before it was finalized. Hotel rates are subject to change based on availability. The hotel informed us that this reservation was used in full. We have called the hotel regarding your refund request however they have informed us that they would not be willing to process a refund due to their cancellation policy. This is their policy 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: the phone call I received was from of the original supervisors, Alison N[redacted], and I was wishing to speak with someone higher up in the organization. Also the written response from the business is factual however the phone call I received was full of more false statements, misleading statements and probably out and out lies; in effort to persuade me to accepting and closing this complaint.
I called the 888 # again today just to inquire on recent policy changes that Alison told me "Had just gone into effect 2 days prior to her calling me".  The agent on the line today told me the policy of a partial refund due to error on the agent part has been in effect during her entire 6 months on the job.   (Obviously this was not offered to me until after the complaint was filed with the Revdex.com.) The agent also told me today the no customer could ever be denied talking to a supervisor upon request - (again this was not my experience until the complaint was filed) . Lastly when I specificity ask Alison if the only reason I was getting a call from her on that day was because I had filed a complaint with the Revdex.com, she said , "no sir I have been working with my supervisor to resolve your issue for 2 days and get this policy changed."  I believe that statement to be a flat out lie!
Ironically the 2 requests made in my initial complaint was a phone call and policy change - and within minutes after the call ends I received notification from the Revdex.com that the business has responded and those were the two things called out in their response.
At this stage I believe Reservation Counter to be an unscrupulous business with horrible business practices and even worse customer service. I also believe there will be no acceptable resolution they could offer to appease me,  I feel this way because of the horrible way I was treated initially and  complete trust was destroyed when they called after I contacted the Revdex.com with more false statements and lies. I will never use this business or any affiliates attached to them .(Expeida)
I would like to thank the Revdex.com for offering the opportunity to expose this organization and operating in good faith for a solution. But for a resolution to occur, Reservation Counter would have to operate in good faith as well and I do not believe that exists in their culture. Sincerely,R Thomas P[redacted]

To Whom It May Concern, We appreciate the customer bringing this to our attention. We agree that this cancellation policy is confusing. The hotel is able control the cancellation policy that is attached to these reservations. However, it is clear that there must have been a discrepancy...

regarding the cancellation policy that was given to us by our provider. We will make sure that this gets fixed so that it does not affect future customers. We are pleased to inform you that we have issued a full refund back to the original form of payment. We hope that the customer finds this resolution satisfactory. Best regards, Reservation Counter

To Whom it May Concern, We apologize for any confusion the guest may have experienced. Our records show that the guest dialed ###-###-#### which is the number listed on our website at reservationcounter.com. We have reviewed the call and learned that the agent clearly represented herself as an...

agent for reservationcounter.com. The agent quoted the correct price, read the correct cancellation policy, and informed the caller that the reservation would be charged at the time of booking. We have emailed the guest and requested the hotel receipt so we can verify any price discrepancy. Once we receive this receipt we would be happy to refund the guest of any price difference.

Complaint: [redacted]I am rejecting this response because: although I did receive a call from another supervisor, John,  I believe once again there were untruths shared with me.  There was no confusion on the policy of refundable versus non refunded reservations as that was never an issue, john tried to make that an issue rather than confessing to the shortcomings and misguided practices of the organization . Every conversation is full of "back peddling" on behalf of the agents I speak with, or twist of the conversations into areas not relevant to the cause of this complaint.
I still and always will believe they have a culture of mis-representing  offers in effort to over charge consumers. I know I would have never received a call from ANYONE at Reservation Counter had this complaint not been filed with the Revdex.com. Credibility is lost and was not at all enhanced with the call from John, actually their credibility was lessened if that is possible. No conversation from Reservation Counter will ever convince me otherwise.
 I have received a full refund at this time and wish for no further communication from Reservation Counter. I also will not "accept" any response from the business in hopes other potential clients can be warned of the unscrupulous practices employed by this organization.
Again I wish to thank the Revdex.com for the opportunity to shed light on the practices of Reservation Counter and their affiliates; expedia and booking.com.  Sincerely,R Thomas P[redacted]

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]  My credit card actually fixed my problem.  After sending them the e-mails between me and the company, they agreed I should not be charged and took all charges from this horrible company off of my credit card.  So, no, the actual company did nothing to help rectify the situation, but Capital One did.   **

Complaint: [redacted]
I am rejecting this response because:I need a clarification.  Is Reservation Counter only refunding $103, or the entire $207.58?  If it is only the $103, I am not satisfied with that amount.  I have, in effect, been charged twice for the hotel--once on my Discover card and once on my husband's Visa.  I am perfectly willing to pay for the hotel room for the night that he stayed, and if the hotel is alright with charging for only one night (and they got their money), the Reservation Counter should be satisfied, as they are representing the hotel.  If Reservations Counter is stilling charging me the $103, are they paying that to the hotel?  The hotel has already been paid by the Visa.
Sincerely,
[redacted]

To Whom it May Concern,Reservationcounter.com is an online booking company and an affiliate of Expedia. We are authorized to book reservations for the Hyatt Regency Orlando and many other hotels around the world. We do take misrepresentation very seriously and are grateful for the customer bringing...

this to our attention. We have reviewed the call recording and verified that our agent did not represent herself as the Hyatt but answered the phone as reservationcounter.com. We sincerely apologize if there was any confusion.During this call we did verify that the agent booked for the wrong room type. We sincerely apologize for this error and will refund the customer the full amount. We thank the customer for bringing this to our attention.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. 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 Counter

Hello,We appreciate the customer bringing this to our attention. Cancellation policies are provided to us by the hotel directly. We do not have the ability to change or modify this policy. When the customer booked this room the cancellation policy stated,Cancellation Policy : For the room type...

you've selected, you can cancel your reservation for a full refund up until noon on Thursday, March 17th (local hotel time). If you decide to cancel your reservation anytime between noon on Thursday, March 17th and noon on Friday, March 18th (local hotel time), the hotel requires payment for the first night's stay. You will be charged for the first night's stay including taxes and fees. Any remaining amount will be refunded to you. Refunds or cancellations are not available after noon local hotel time on your day of arrival (Friday, March 18th).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 same. Unfortunately, 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 reservation. Because the hotel has charged for the reservation, we need their approval before we can process a refund. 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. We apologize that we are unable to process a refund in this case. Best regards, Reservation Counter

To whom it may concern, Thank you for your continued patience.  Mr. [redacted] has been informed that there has been an exception made in his case and he will receive a refund after the dates of stay. Check out was on February 28, 2018. It generally takes 3 - 10 business days for a refund to be credited to a consumers account. It has been two business days since check out. If you have not seen this refund after the allotted amount of time please contact your financial institution. Please let us know if we may be of further assistance.

To whom it may concern, Thank you for bringing this to our attention. We have been diligently working on obtaining extra compensation from the hotel, due to them cancelling this reservation without explanation. We are pleased we were able to obtain a full refund from the hotel for the cost of the reservation, however they have denied our requests for additional compensation.  We apologize for the trouble you encountered during your reservation experience. Our customers are very important to us and we want to know if there are further issues you need resolved. Best Regards,Reservation Counter

Hello, We appreciate the customer contacting us and bringing this to our attention. Currently, this case has entered our dispute process since the customer has disputed the charge with their credit card provider. Once a customer files a dispute with their bank, a hold is placed on the account...

which prohibits us from making further charges and/or refunds to the customer's account. Once the dispute has been settled we will be able to proceed to assist the customer with their refund. I hope the guest finds this information helpful. Best regards, Reservation Counter