Reservation Counter, LLC

To Whom It May Concern,We appreciate the customer bringing this to our attention. Our records show that this reservation was made online for a hotel in Miami Springs, FL. When the customer contacted us on Dec. 29 (day of check in) the reservation was already inside the hotel's cancellation policy....

This cancellation policy was given to the customer when they made this reservation online. We have since called the hotel and have requested a refund on the customer's behalf. The hotel has informed us that because the reservation was already inside the cancellation policy they would be unable to process a refund for this reservation. We did everything we could to negotiate an exception to the cancellation policy, but ultimately the hotel decided against it. We hope you find this information helpful. Best Regards, Reservation Counter

We apreciate the customers response. We apologize if the caller assumed that he was calling the Holiday Inn directly. When we reviewed the phone call our agent clearly represented himself as an agent of Reservation Counter and did not represent himself as the hotel. We consider misrepresentation to be a serious offence and make sure all of our agents are trained properly to prevent being assumed to be another company other than Reservation Counter. As stated previously there was no misrepresentation during the phone call.We also learned from the recording that the agent not only read the correct room rate of $102, the agent also quoted the total price of $243.88 which is the total price including taxes and fees.  We also learned that the agent informed the caller before making this reservation that this was a pre-paid reservation and would be charged "today." The caller agreed to the price, hotel, and precharging of the credit card and the reservation was made. We truly apologize that we were not able to assist the caller with this refund request. As stated previously the receipt that the customer received is the wholesale rate and not the rate of the room he received. Unfortunately we are not able to adjust the price for this November reservation.Best regards,Reservation Counter

To whom it may concern,We appreciate the customer contacting us and bringing this to our attention. As an online booking company we are contractually bound to the hotel rates that our passed on to our providers. If the hotel has decided to share a lower rate, then it is up to them whether or...

not they will honor the lower rate by refunding the difference. In this case, the rate that was shown on the customer's receipt was most likely a wholesale rate and not the rate that was available to the public. We qualify for these rates since we purchase hotel rooms in bulk. The hotel is contractually obligated not to share these rates, and are ultimately responsible for refunding any difference in price. As a courtesy, we have issued a refund of the $12.99 service fee that was attached to this reservation. We sincerely apologize for the inconvenience that this has caused, and hope that the customer finds this information helpful. Best regards, Reservation Counter

I did not receive a deluxe room and should not pay for something I did not receive regardless if it was the fault of the hotel. As a third party, Reservation Counter is still responsible for providing the customer with what they purchased. I will not be accepting a resolution that is less than only paying for what I received. I did not receive a deluxe room, I received a standard room and whether is was an error by Reservation Counter or The Gaylord Opryland it is not acceptable to charge a customer for something they did not receive.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response for the following reasons:(1) The Company's Response does not address the allegations of the Complaint. It is, rather, a statement delaying...

a substantive response and suggesting that it requires additional time to respond.(2) The Company's Response indicates it did not even read the Complaint. The Response is not relevant to the issues presented and is not responsive to the requested relief. The Response suggests that the pending Complaint can be resolved by some third party's agreement to honor a quoted price. That is simply not true because the service for which we contracted with the Company was for a hotel reservation almost three months ago. The Complaint describes the Company's failure to procure the reservation for which we paid in advance. The Complaint notes the Company's admission (twice) that the failure to procure the reservation was its own fault and that it promised (twice) to refund our payment. The Complaint demands a refund plus reimbursement of the additional cost we incurred to obtain our own accommodations at another hotel at a higher price. (3) The statement in the Response that the Company is "still trying to contact the hotel" is demonstrably false. According to the Company, its agents spoke with hotel management no fewer than four times between May 8 and June 1. On one of those occasions, I actually joined in a conference call that included the Company's representative and the hotel manager. In that call, the Company admitted for the second time that the error was its own and promised us a full refund. The hotel is easy to contact -- it has a phone number and an address and is open 24 hours. If the Company cannot contact the hotel, it simply has not tried. It is outrageous for the Company to frustrate this process by claiming it cannot communicate with the hotel.(4) The Company's Response is another in a litany of excuses to avoid refunding the sums we paid in good faith and that it seeks to wrongfully retain. Its other stated excuses (as communicated to us at various times between May 8 and June 1) include (a) that someone canceled our reservation; (b) that the hotel's fax machine was broken; (c) that someone else used our reservation; (d) that we have to get our refund from the hotel (with whom we have no contractual relationship and to whom we paid no money); (e) that there was no error and that the reservation was properly documented (after admitting that the reservation was not in place); and (f) that there was a miscommunication.We renew our request that the Company refund the full sum of $564.62 to resolve our Complaint.
Sincerely,
J Mark F[redacted]

We contacted the hotel and we are issuing a refund of $[redacted] (the difference between the 2 prices)

Complaint: [redacted]
I am rejecting this response because:I just called the number listed in the businesses e-mail and got a message stating they are busy and that someone would call me back.  I am happy they responded but upset that this claim seems circular.  The hotel tells me they can't refund the money because reservation counter has it and reservation counter says they can only do what the hotel says.  I need reservation counter and the hotel to discuss this matter. Also neither party is addressing the fact that when we checked in we were billed again despite saying we had already paid.  It was not until we put our request in writing and provided the reservation counter receipt that we were issued a refund.  These businesses need to communicate and issue us a prompt refund.  Providing a number where I leave a phone number is not resolving this issue. 
Sincerely,
[redacted]

To Whom it May Concern,Thank you for bringing this to our attention. We have called the hotel manager and were informed that the hotel had received both reservations. They claim that the customer only provided the name [redacted]  and not [redacted] upon check in. For this reason the hotel...

informed the guest that they only had one room. The hotel charged for both reservations even though the room under [redacted] was not used and denied any refund request. As a courtesy to the guest we will process a refund for this reservation due to the hotel error. We would recommend that the customer create a formal complaint against the hotel for denying a reservation that they had received, and then charging for it without allowing the guest to use the room that they paid for. We hope the guest finds this satisfactory. We are glad that the customer brought this to our attention so that we could make this right.Best regards,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]

Complaint: [redacted]
I am rejecting this response because:While the response indicates they reviewed the call, they did not address my concern. I searched specifically for the DoubleTree Murfreesboro TN on Google (uisng my Samsung Galaxy smartphone). The top result that came back had the DoubleTree logo, a picture, and offered the choice to call or receive driving directions. I touched the choice to place a call - at no time was I given any indication that I was dialing a third-party booking agency. And, if the young lady who answered introduced herself as "so-and-so with Reservation Counter", how on earth could I have determined that "reservation counter" was a third-party and not the "reservation counter" at the hotel? If anyone did review the call, they heard this girl who was clearly in a call center in a foreign country ask me what property I was calling to book with; I said "the one I called," which caused her to fumble around and ask me again what property. I also asked SPECIFICALLY at the end of the call if she needed my Hilton Honors number, which again caused her to fumble for an answer because her script didn't have a fitting response. At this point I was tired of dealing with another farmed-out-to-the-Middle-East customer service hassle and figured I would handle it once I arrived at the hotel. Long story short, I don't care how many supposed reservations this organization books with their deceptive practices - it should be clearly stated that callers are talking to a third-party agent and may not receive an itemized receipt from the hotel (which I did not) and may not receive their specific hotel-brand membership points (which I also did not).And then, to reply that their representative did nothing wrong & followed policy...if that is policy, I stand by my contention that this is a company out to make profit purely by deceiving callers and I will make certain to search for their hidden logo if ever faced with making a reservation on the fly like I had to do in this case, so that they will never gain business from me again.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Just because you are unable to duplicate a system error, does not mean it cannot happen. I am very familiar with computer systems and web pages. My son is the I.T. System Manager at my place of business and has said that it is very possible for an error to happen only a few times or even once. I have also consulted with other computer experts highly regarded in their field, agreeing with me also. Part of my complaint also is that it is extremely unfair to not be able to cancel a reservation with in minutes of making it, especially when there was a system error.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First, I want the dialogue to stop at this point. It appears Hilton has responded appropriately to my concerns, because I just used Google once again to validate my issue with Reservation Counter and, for the first time since this incident, the top returned search was "doubletree.hilton.com/Murfreesboro" and not "doubletree.reservationcounter.com." So now, unsuspecting travelers like myself will no longer be forced to book through this third party.Next, I agree the person responding for Reservation Counter is correct: the ReservationCounter logo does appear on the webpage above DOUBLETREE by HILTON MURFREESBORO, but ONLY if you open the link from the search - which there is no need to do, because the "buttons" for calling & directions, along with a picture of the hotel itself, are available right from the search (try it on your smartphone - I use a Samsung Galaxy). On this page, no logo. And if they are so transparent, why not show a picture of a bunch of people in a call center - since that's what callers are connected to. And again, the person with RC is correct - the representative appeared to stick to a script and never said she was or was not part of Hilton - so why wouldn't I think the "reservation counter" was, in fact, the reservation counter of the hotel they had called? Also, when I asked specifically about applying my Hilton Honors number to the reservation, this representative had a perfect opportunity to explain that she was with a third-party company & that I would have to talk to the hotel once I arrived. Finally, in my opinion, "Reservation Counter" skirts the edge of ethics and tries to look and sound like the actual hotel the person is looking for; their responses to my complaint seem to bear out my opinion. The general manager at the property has apologized and taken care of my points, Reservation Counter is no longer the top search (for this specific hotel) when "googled'" and I know to look closely so I never go through Reservation Counter again. In my mind the issue is now resolved. Thanks to all for this forum.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I request the voice recording be reviewed by the Revdex.com of Utah. These claims by reservation counter are falsehoods.
Sincerely,
[redacted]

To whom it may concern,  Thank you for bringing this case to our attention. We have investigated that claim and have found that the customer booked this reservation online directly. During the online booking process the customer must agree to all the terms and conditions including the...

cancellation policy before the reservation can be finalized. The cancellation policy on this reservation is as follows: Each room in this reservation is subject to the hotel's cancellation policy which is: Cancellations before 02/22/2018, 07:00 PM (America/New York) are fully refundable. Bookings cancelled after 02/22/2018, 07:00 PM (America/New York) are subject to a fee of 343.29 USD. There is no refund for no-shows, early checkouts, or cancellations after 02/26/2018, 10:00 AM (America/New York). The $12.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees. This cancellation policy applies to the entire reservation and we cannot make modifications or changes to the existing reservation. The customer can cancel the entire reservation and re-book but no modifications are allowed. We are contractually bound to this policy and must comply. As a customer courtesy we have been in contact with our hotel partners and they have agreed to refund the cost on the unused room after check out. This refund will come directly from our hotel partners. The customer was informed of this decision on February 22, 2018. We have also refunded the booking service fee as a one- time customer courtesy as well. Please let us know if we may be of further assistance.  Best Regards,Reservation Counter

To Whom It May Concern,Sorry for the confusion. We are required to follow the reservation and cancellation policies the hotels establish in booking system. These policies are highlighted before customers complete their booking online. Our records indicate that the cancellation policy given to the...

customer at the time of booking stated, "This reservation is non-refundable. There is no refund for no-shows or early checkouts."We apologize that the customer did not understand that she was booking though our site. It is not our intention to misrepresent ourselves as the hotel. We place our logo at the top of every webpage and have links about our site, terms and conditions, and FAQs at the bottom of every webpage. Unfortunately, because the customer booked a non refundable reservation we are unable to process a refund for this reservation. Best regards, Reservation Counter

Complaint: [redacted]
I am rejecting this response because:Reservation Counter was aware that I was calling to cancel, and their response proves that: SEP 19,2017 I l2:29PMMDT Matt replied:Hello [redacted],Thank you for you patience. Unfortunately we were not contacted until 7:50PM PST on 9/14 and this reservation needed to be cancelled before 6:00PM to qualify for a refund" Tbe hotel also informed us that they are not willing to modify reservations because this is the same thing as checking out early. The cancellation policy specifically states that there are no refunds for early check out. This is the reason that we can not authorize a refund for this reservation. I called Reservation Counter from the hotel at 5:44 pm (well within the time constraints for a FULL refund).  Michael, at the hotel, took my phone during that long call and said THEY WERE WILLING TO ACCOMMODATE US.   We wanted to cancel the last night of our stay, the hotel said they couldn't do it and we'd need to call Reservation Counter, cancel with them and rebook with Motel 6. Reservation Counter says they have a copy of that almost hour-long call, so the proof is there that I not only called to cancel, but the hotel agreed to the change, and my Verizon bill shows that it was within the allowed  timeframe.  Each time I talk to Matt at Reservation Counter, he has a different reason for denying my refund.  I quickly confirmed with Reservation Counter that they could not change the reservation dates, so I told them I wanted to cancel.  Louisa put me on hold multiple times, said she called the hotel and they would not accommodate my change, and at that point Michael at Motel 6 got on the call (speaker call) and said that they couldn't have called there because it would have come in to the office where we were.  He let them know that they were lying and that he would accommodate the change.  At first Reservation Counter said I called too late (I proved that I called on time), then they said that I didn't specify that I wanted to cancel, and I was on the phone for about 50 minutes while they gave me the run around.  Also, Matt's response (included above) shows that they were fully aware that I had called to cancel.  Next, when I was talking to Luis on 9/14/17 about canceling, he told me that I could have had a full refund if I'd canceled by 6, to which I stated that I did.  Once I said that, he exited the call quickly and said we would get their response in an e-mail.  When I told them that, by their contention, I was "too late" to get the full refund, their policy (that I sent you originally) states that I would get a partial refund, which they are also denying.  Matt says they are denying even the partial refund because they say I didn't call to cancel.  I have four witnesses that can tell you that I was calling to cancel.  When I talked to Matt's manager, Sandra, yesterday, she had inaccurate "notes" from Matt and from the call.  When I pointed her mistakes out to her, she agreed to listen to my call again.  When I asked for a copy of my call, she refused. 
Sincerely,
[redacted] And [redacted]

To whom it may concern, We appreciate this customer bringing this to our attention, and appreciate the Revdex.com allowing us to respond to this complaint. Foremost, we wish to extend a sincere a sincere apology to the customer for any confusion that may have been created. Upon listening to...

the call we verifies that at the time of booking our agent quoted the Manor Motor Lodge Room to the caller. The caller then informed the agent that she wanted to book for that room type. At no point during the call did we verify that the customer asked to be booked in the "Tower Part" of the hotel. On June 30th we received an additional call from the customer requesting to cancel the reservation. Because this request was made inside the cancellation penalty we needed to receive approval from the hotel in order for us to be able to cancel and refund the guest. We called the hotel and spoke with Hilda, who is a manager. She informed us that they would not allow a cancellation and refund because the reservation was inside the cancellation penalty. We communicated this information to the guest on July 1st. We hope that this information is helpful. Because or refund request was denied, we are unable to issue a refund at this time. Best regards, Reservation Counter

To Whom it May Concern. Sorry for the 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 choices and best deals, too. We are constantly working to make our site easier to use and more...

efficient. I have reviewed the phone call and felt that our agent could have done a better job of representing himself as a Reservation Counter travel agent. As a courtesy we will issue a full refund for these reservations considering that these reservations were not used. The refund will be processed back to the original form of payment. We were also able to confirm that the Hampton Inn was sold out in our system at the time the guest called to make the booking. We receive our inventory from the hotel, but often hotels will keep a certain amount of rooms for their own inventory and do not allow others to book those rooms for them. The agent did their best to book you where they could find availability. We appreciate the guest bringing this to our attention, and we wish to extend our sincere apologies for any inconvenience that this has caused. Best regards, Reservation Counter

To Whom it May Concern,We appreciate the customer bringing this to our attention. 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. The rates that are listed on our site are...

provided to us by the hotel directly. We do not have the ability to modify or adjust these rates since they are controlled by the hotel. It looks like the hotel shown the customer a different rate other than the one that was supplied to us. This is very concerning. If the hotel would be willing to honor the lower rate then we would have no problem refunding the difference to the customer. Unforuntatly, we are unable to process the refund without the hotel's permission since the hotel has charged us for the $146.25 rate.  We kindly asks that the customer send us the hotel receipt showing the lesser rate of $116.25. We would be happy to contact the hotel regarding the customer refund request once this information is received. Best Regards, Reservation Counter

Per the Gaylord Opryland Hotel Website a “deluxe” room includes a sitting area with a couch. I was told on a recorded call that the room was a deluxe room. My receipt states deluxe room. I paid a rate of $312.52 for a deluxe room. Our co-workers staying in the same hotel, during the same days paid a rate of $179 per night for a standard room. I have both receipts for documentation. Their receipt states the room as “GP room.” Our rooms were in the same area of the hotel with the exact same view and room layout. That is a difference of $133 per night for the identical room during the same dates.
Reservation Counter should not refer to a standard room as a deluxe room. This is a misrepresentation of what is listed on the hotel website. If you search for the term deluxe on the hotel website it shows a room with a sitting area.
Bottom line is that the Reservation Counter sold me a “deluxe” room on a recorded call. I have a receipt stating “deluxe” room yet we received a standard room. At minimum, I should be charged ONLY for what I actually received. The room rate during that time for a standard room was $179 per night.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]