Reservation Counter, LLC

Hello,We appreciate the customer bringing this to our attention, and apologize for any confusion.  Through our partnerships with brands like Expedia and Priceline, Reservation Counter works with a wide variety of hotels to help people access the most hotel choices at competitive rates. We...

apologize if there was confusion surrounding our website. We show the hotel logo to make it more convenient for our customers. We also show our name and logo at the top of every webpage. Our rates are provided to us from our many providers. These rates are subject to change based upon availability and demand. Often, our rates are better than the hotel's walk in rate. We have reviewed the call recording and verified that our agent quoted the correct total charge of $101.63. This is the same amount that was charged to the customer. Best regards, Reservation Counter

To whom it may concern, Thank you for bringing this case to our attention. We have reviewed the call recording and have verified that the sales agent informed the customer of the total price including all taxes and fees and the customer agreed to finalize the reservation. When we purchase these...

reservations from the hotel all the taxes and fees have already been added in a bundle to the reservations. Please let us know if we can be of further assistance.

Complaint: [redacted]
I am rejecting this response because:This is criminal. The deception is incomprehensible. I will not settle for less than a full refund. There is no reason for me to lose $900 on this transaction. I WANT MY MONEY BACK.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have not received a refund and keep incurring overdraft charges at my bank. 
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. Although the customer agreed to a non-refundable reservation, we called the hotel about the refund request, which was denied. Please let us know if there are other questions. Best regards,Reservation Counter

We have reached out to the customer directly to work on a resolution. The customer can rest assured that if this was an error made by our representative that we will process a refund.

Greetings,Our records indicate that the full refund was processed on March 7th. Depending on the customer's credit card provider it could take an additional 3 to 10 business days for the amount to be posted to the customer's account. We hope that the customer finds this information helpful.  Best regards, Reservation Counter

To whom it may concern, Thank you for bringing this case to our attention. Upon review of this reservation we have found that this reservation was booked online by the customer directly on 10/24/2017. We did not receive any calls from the customer until 10/28/2017 four days after this...

reservation was booked. We have found that the customer was provided with all the terms and conditions regarding this reservation and the customer agreed to the prepaid reservation as well as the non-refundable cancellation policy. We are contractually bound by the cancellation policy and cannot offer a refund. We have records of multiple contact with the customer informing her that we cannot cancel this reservation for a refund. Please let us know if we may be of further assistance.  Best Regards,Reservation Counter

To whom it may concern, Thank you for contacting us regarding this complaint. We have investigated this reservation and found that the customer booked this reservation online. When someone searches for a hotel online multiple ads pop up and the customer must choose a particular ad by clicking...

on it. One way to determine what company is represented in the ad is to look at the web address. We are a third party booking agency and purchase our inventory from the hotels and/or providers such as Priceline, Orbitz, etc. We 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 at. The 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 increase. The taxes and fees are standard, but they cannot be calculated until check out. We apologize for the confusion this caused. The cancellation policies are attached to our inventory by the hotel at the time of purchase. These are the hotels policies and we are contractually bound to the terms there in. If we can be of any further assistance, please let us know.  Best Regards,Reservation Counter

We informed the customer that the past July 3th/2015 a refund amounting to 95.35USD was issued, Today July 8th 2015 the same amount of 95.35USD was refunded, All together makes a full refund amounting to 190.70USD.

Complaint: [redacted]
I am rejecting this response because: I simply do not agree, and honestly never will.  The name of the business is vague for a purpose: to confuse and deceive the customer. Whether this is malicious or not would only be known by the business owner/creator.  Regardless, its purpose is self-serving with respect to the business and at the expense of the customer.  The agent did not clearly and unequivocally disclose that he is an agent for a 3rd party reservation center. This information should be clearly stated to all customers as they are completing a transaction, just as your cancellation policy is outlined.  Why is this information on one of your phone prompt messages and not the other?  Clearly you do not understand my complaint and cannot accept responsibility for your business practices.  I have learned my lesson and am happy to share that in reviews of your business.      
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:(1) The refund is inadequate compensation. The Company's Response fails to address its liability for the additional cost we suffered due to its breach of contract. Our Complaint clearly demanded refund of the sums paid to the Company and reimbursement of the additional expense ($163.16) we incurred in obtaining our own accommodations because the Company failed to procure the reservation for which we paid in advance. The measure of damages in a simple breach of contract action is uniformly held to be the sum required to put the non-breaching party in the position he would have enjoyed had the breach not occurred. In this case, merely reimbursing the amount we paid the Company does not satisfy its duties to us. At the Company's request, on May 22, we emailed the Company a copy of our receipt from the other hotel showing that it cost us an additional $163.16 above the cost of the reservation promised by the Company. The Company is aware of our demand for reimbursement of this sum as well and has sufficient proof of it. We demand further payment from the Company in the sum of $163.16 to resolve this matter. [Note: We do not deem it to be the hotel's duty to make this additional payment; it is, rather, the Company's duty since it twice admitted that the error was its own.](2) The Company should have handled our problem by immediately issuing our refund and then dealing with the hotel. Our contract was with the Company. The Company apparently has its own agreement with the hotel. Rather than promptly resolving our claim by refunding the money we paid it, the Company appears to have repeatedly demanded of the hotel that it first issue a refund to the Company. (The Company even insisted at one time that we must seek our money directly from the hotel.) Our agreement was with the Company, not with the hotel. We had no relationship with the hotel whatsoever. The Company admitted to us and to the hotel on one occasion (conference call on May 12) that this was the Company's error and that it, not the hotel, would issue our refund. It appears that, if the hotel had not issued a refund to the Company, then the Company would never have refunded our payment. We frequently travel to Oxford MS, and we are concerned that the outrageous manner in which the Company has handled this matter may affect our ability to obtain reservations at this Quality Inn in the future. We will hold the Company responsible in the event we ever encounter such a problem.(3) The Company's Response is deceitful. In our numerous communications with the Company between May 8 and June 1, it twice admitted that the fault in this case was actually its own and twice promised a refund (but never delivered). In its latest Response, the Company asserts yet another excuse for its failure to procure the reservation for which we paid. For the first time -- after numerous communications by the Company with the hotel, one of which I participated in -- the Company now says that we were "tagged as a no show" by the hotel. This new excuse joins at least six other excuses the Company previously proffered to frustrate our efforts to recover the money we paid to the Company in good faith. The new excuse is irreconcilable with the Company's prior statements to us (a) that someone canceled our reservation, (b) that the reservation was lost because the hotel's fax machine was broken, (c) that someone else used our reservation, and (d) that there was some miscommunication. The Company demonstrates a willingness to lie to its customers to avoid its duties and to retain monies to which it is not entitled.(4) The Company's customer service practices are designed to delay, frustrate and avoid consumers' efforts to obtain service in event of a problem. As soon as we encountered a problem with our reservation, and before we even left the hotel, we called the Company's customer service line. After waiting on hold for at least 45 minutes, our call was finally answered. We experienced similar excessive hold times in calling the Company during the following weeks. More than six times, our calls were never answered, or were inexplicably terminated or were placed on hold and dropped. After May 22, the Company quit replying to our emails. In a further attempt to block resolution of our claim, each time we called the customer service line and spoke with a new Company representative, that representative told us that he/she would have to conduct an new investigation including contacting the hotel. This repetitive exercise -- after the Company had already admitted that the error was its own, that it needed no more information and that it would promptly issue a refund -- served as nothing more than a further attempt to thwart our efforts to recover that which we were owed. We estimate that, since first notifying the Company of the reservation failure on May 8, we have spent approximately 35-40 hours trying to resolve this matter. Doubtless, many other consumers would have given up much sooner -- precisely what the Company wants to unjustly enrich itself.(5) The Company's business practices are deceptive, misleading and inadequate to protect consumers' interests in obtaining paid-for services. As previously noted, the Company's web-links appear intentionally designed to mislead consumers into thinking that they are communicating and contracting directly with the hotel, and there are not adequate warnings to consumers that they are, in fact, dealing with a third-party. Upon booking, the Company only provides its customers with the Company's itinerary number rather than the hotel's confirmation number. The hotels apparently do not use or recognize the Company's itinerary number, and, as a result, the itinerary number is useless in assisting the hotel and customer in locating a reservation at hotel check-in. If the customer encounters a problem at check-in, his only recourse is to contact the Company's customer service line (see para. 4 above). The Company's requirement of advance payment coupled with its customer service practices effectively mean that consumers are largely without recourse to compel the Company's performance of its duties. (6) The Company's business practices deserve close scrutiny by any regulatory agency or investigatory body having oversight and jurisdiction. We renew our demand for the Company's reimbursement of the additional sum of $163.16 to resolve this matter.
Sincerely,
J Mark F[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 as long as I receive my refund of $18.10 within the specified 3-7 day business days or the next billing cycle.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am not excepting the terms and conditions they are saying I agreed to. How could I agreed to terms and conditions on something I believed that the reservation was not completed and with never receiving a confirmation email so that I could cancel it? I have sent all the documentation to the Revdex.com and to the company I am disputing with.
Please tell me where we go from here? I don't want to keep going back and forth with emails of not excepting their decision? They are going to try and wear me down. So, I give up and I am not going to do that. I have read that I am not the first person to have this problem with this website company! Even of the complaints I read at the Better Buisness Bureau? I don't except that they can't refund my money to my credit card. They don't want to after all the proof of documentation I sent to them. Sincerely,
[redacted]

To whom is may concern, Thank you for contacting us regarding this complaint on the customers reservation. We have reviewed the reservation and found that our agent informed the customer of all the terms and conditions on their reservation including the cancellation policy which is...

nonrefundable. The customer agreed to finalize their reservation. We were then contacted by the customer with a request to cancel their reservation and have been in negotiations with the hotel trying to waive the penalty on this non refundable reservation. We were able to obtain a full refund for the customer which will be processed in the next 3 - 5 business days. We have contacted the customer directly as well. We hope this resolution is acceptable. Please 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 attention. We are a third party booking agency and receive our rates from the hotel directly. When we purchase our inventory the taxes and fees have already been attached in a bundle and we do not have the ability to modify or change...

these rates. This 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 difference. In this case, we have contacted the hotel directly and they did not agree to honor the lower rate. Because the hotel has already charged us for this reservation we are unable to process a refund without their authorization. Please let us know if we may be of further assistance.  Best regards,Reservation Counter

This email is in response to Case #: [redacted] for [redacted]. 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 Desk

To Whom it May Concern,We appreciate the customer bringing this to our attention and apologize for any confusion. Through our partnerships with brands like Expedia and Priceline, Reservation Counter works with a wide variety of hotels to help people access the most online hotel choices. It appears...

that this reservation was made on our site reservationcounter.com. Most likely, this customer followed one of our adds on google.com when they were searching for the  Red Roof PLUS+ Long Island - Garden City.We understand that the customer has previously spoken with the hotel regarding a refund for the unused nights. However, the hotel has still charged us for all nights on this reservation. We spoke with the General Manager yesterday and asked if we would be able to refund this customer for the the unused nights. Regrettably, the hotel informed us that they would stand by their cancellation policy and charge for all nights of this reservation. Because of our contract with the hotel we are unable to provide a refund without their direct permission. Please keep in mind that the cancellation policy which was provided to the customer at the time of booking specifically states, "There is no refund for no-shows or early checkouts."  Best regards, Reservation Counter

To Whom it May Concern,Our records show that this reservation was made on reservationcounter.com. Reservation Counter is a legitimate hotel booking site. We book for thousands of hotel worldwide and make hundreds of reservations every day. We do our best to be as apparent as possible by placing our...

logo on every web page in order to avoid confusion.  The cancellation policy given to the customer at the time of booking states, Booking is subject to a 145.03 USD change or cancellation fee. Bookings cancelled after 01/09/2016, 06:00 PM (America/Phoenix) are subject to a fee of 145.03 USD. There is no refund for no-shows or early checkouts.This cancellation policy states that if cancelled you will be charged a $145.03 fee. If you cancel before the 9th you would be charge a one night $145.03 fee and any remaining nights would be refunded.If cancelled after the 9t the full amount would be charged to the customer. Because the customers reservation was for only one night, the full amount of $145.03 (one night) was charged upon cancellation. This cancellation policy is given to us by the hotel and was provided to the customer when the reservation was booked. This is the hotel policy and we must comply. We truely apologize for any confusion or for any inconvenience that this cancellation policy may have caused.Best regards,Reservation Counter

To Whom it May Concern,We apreciate the customer bringing this to our attention. Reservation Counter is an online booking company and books thousands of reservations on a daily basis. Because our providers purchase thousands of hotel rooms daily we are able to offer wholesale rates. The receipt that...

the customer recieved is the whosalerate that shows the amount the hotel charged Reservation Counter for this room. This rate is not available to the general public and should not have been shared by the hotel to avoid confusion. Today, as a courtesy, I issued a refund in the amount of $18.10 for the difference in price. This refund will process within 24 hours and will return to the form of payment used at the time of booking within 3-7 days or on the next billing cycle.We hope the customer finds this resolution satisfactory,Reservation Counter