Reservation Counter, LLC

Complaint: [redacted]
I am rejecting this response because: I am very unhappy with how this entire transaction was handled. We do not have a copy of the call so this is as is I guess. This can be settled but I will NEVER do any business with ReservationCounter.com, Expedia or Choice Motels. I think it is a racket and thank you so much ReservationCounter.com for making it look like my identity has been stolen AND giving us such a GREAT deal on our room. Was told it was normally $100 room and we were able to get it for $89 and the room through the hotel (which I thought we were dealing with) was a $72. BRAVO for being sneaky and doing business as usual. Job well done.
Sincerely,
[redacted]

To whom it may concern,Thank you for bringing this case to our attention and giving us the opportunity to make it right with the customer. We have investigated this case and found that this was a post pay reservation which did not forward to the hotel as it should have. We have refunded the booking...

service fee of $7.99 back to the original form of payment. We apologize for the error and want to do all we can so our customers will have a great booking experience. Please let us know if we may be of further assistance.Best Regards,Reservation DeskBest regards, Sandra

To whom it may concern, Thank you for the opportunity to further investigate this reservation. We have found that a confirmation email was sent to the email address [redacted]. We have attached copies of the confirmation email as well as the receipt for this reservation. We apologize for the inconvenience this has caused for the customer. We are contractually bound to the terms and conditions on this reservation and are unable to offer a refund.  Best Regards,Reservation Counter

Complaint: [redacted]
I am rejecting this response because: The Hotel in question has offered to allow reservation center to fully cancel my reservation and give me the correct rate.  The hotel did not send 23% tax to this company and the Hotel has not received any payment from this company as of yesterday.  I just spoke to the general manager at the Hampton Inn, Irwin Pennsylvania.  Her name is Lisa and she has confirmed this hotel has never sent a 23% tax to this company and is still will to cancel my reservation with this company if she hears from them.  
Sincerely,
[redacted]

We have reached out to the customer to discuss what happened, and will do everything possible to come to a fair resolution.

To whom it may concern, Thank you for your continued patience. The cancellation policy on your reservation states: Please note, if cancelled, modified or in case of a no-show, the total price of the reservation will be charged. The $14.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees. This policy was agreed upon by the customer before the reservation could be finalized. However, we will waive the $14.99 service fee as a one time customer courtesy. Please let us know if we may be of further assistance.  Best Regards,Reservation Counter

To Whom it May Concern,We sincerely apologize for any inconvenience that the customer may have experienced. We receive our hotel inventory directly from the hotel and the hotel attaches a cancellation policy to each room. Obviously, cancellation policies are not universal. Each room that is...

submitted to us by the hotel has a different cancellation policy that can not modified by choosearoom.com. In regards of the room booked by Mrs. [redacted], there were two times that the cancellation policy was provided. The first time was on the hotel page where all rooms available at the hotel are listed along with the short cancellation policy (see example attached). The full cancellation policy is also provided to the customer on the check out page (see example attached). The cancellation policy that was provided to the customer states,Cancellation Policy : For the room type you've selected, you can cancel your reservation for a full refund up until noon on Tuesday, January 12th (local hotel time). If you decide to cancel your reservation anytime between noon on Tuesday, January 12th and noon on Thursday, January 14th (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 (Thursday, January 14th).By booking this reservation the customer agrees to all terms and policies including the cancellation policy provided. As a courtesy to the customer we have called the hotel to see if we could provide a full refund to the customer. Unfortunately, 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. Because the customer was given this cancellation policy multiple times before booking, we are unable to process a refund for this reservation because the hotel has decided to charge the one night penalty.

Hello,We appreciate the customer bringing this to our attention. Reservation counter is a hotel booking service that uses global distribution systems and other tier one travel agencies such as Expedia, Priceline, Orbitz and others. We book up to 10,000 reservations per day and provide an...

honest, transparent, and professional experience to our customers. We have reviewed the customers case and verified that this reservation was made online. We learned that the name placed on this reservation was "Non Smoking With A." This may be the reason why the hotel could not find the reservation upon check in.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 aproval before we can process a refund. As a courtesy to the customer, we have called the hotel many times and spoke to the hotel manager. Unfortunately, the hotel has decided to deny all refund requests because they saved the room under "Non Smoking With A"and were not able to sale this room. The hotel reserves the right to deny any refund request in accordance to their cancellation policy. This is their policy and we must comply. Non Smoking With ANon Smoking With ANon Smoking With ANon Smoking With A

Hello, We are sorry to read about the guests experience. We at Reservation Counter book for thousands of hotels worldwide and want to ensure our customers have a positive experience using our online reservation system for their travel plans. 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 provided 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. We have reached out to the customer and requested that she send us the hotel receipt so that we can verify the price discrepancy.   Best regards, Reservation Counter

To whom it may concern,Thank you for bringing this case to our attention. We have found that this reservation for [redacted] was for Comfort Suites Salem, 100 Wildwood Rd, Salem, VA, 24153, US. This was a Post pay reservation, meaning that the hotel is the merchant for this reservation...

and is the one who collects payment. We are not sure as to why Ms [redacted]'s reservation was cancelled and have been informed that the hotel did not collect payment for this reservation. We have refunded the booking service fee that was charged back to the original form of payment. We are a third party booking agency that books reservations for over 200,000 hotels worldwide. We are not directly affiliated with the hotel or its management. We do however want our customers to have the best experience possible during the reservation process. Please let us know if we may be of further assistance. Best Regards,Reservation Desk

To whom it may concern, We appreciate the customer bringing this to our attention and allowing us to respond. We are willing to process a refund to this customer since we have received authorization from the hotel manager. Unfortunately, we are unable to process a refund at this time because...

the customer has disputed this charge with his bank. We do not have the ability to charge or refund the customer until the dispute is resolved and the hold is taken off of the transaction. We have emailed the customer and advised him to contact his bank and to let us know when the dispute is removed.  Best regards, Reservation Counter

Complaint: [redacted]
I am rejecting this response because:  I requested to stay in the renovated part of Circus Circus which was the tower never once did she said it that I will be staying in the manor.  These statement that is being said in is not the trust.  Reservation Counter did not give the location I would be staying nor did they contact me on July 1.  I contacted them asking  them what was going on with my cancelation.  The first person I spoke with at Circus Circus  June 30 told me I was in 72 Hours time to cancel with full credit to my account.  When I spoke to Reservation Counter that when I found out they was not going give me my refund.  I did not stay at Circus Circus. 
Sincerely,
[redacted]

We will not process a refund for this reservation because there was no misinformation provided to the customer. During the call, our agent clearly told the customer that we did not have the government rate available. Despite this information being given, the customer then booked the reservation online. By booking a reservation online, the consumer agrees to all the terms and policies including but not limited to room rate, cancellation policy, and the pre-charging of the credit card. As stated previously, we do offer government rates, but the room that was booked by the customer did not include this rate. Because this reservation is past dated and the hotel has already charged for the reservation, we do not have the ability to modify the room rate. Reservation Counter books for thousands of hotels nationwide and offers competitive online pricing. We try to make our site as apparent as possible. We would invite anyone to visit reservationcounter.com and see that in no way are we attempting to misrepresent ourselves as the hotel. Even during the call that was made our travel representative clearly represented herself as an agent from reservationcounter.com. As a courtesy we have issued a refund for the tax charge back to the original form of payment due to the customers tax exemption status, but that is the only refund that we are able to process because there was no error made and the customer was charged for the same rate that was quoted when the reservation was made online.

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,
Janet P[redacted]

To whom it may concern, Thank you for giving us the opportunity to review this reservation and case. We have reviewed the call recording and we found that the sales agent clearly identified themselves as a representative of Reservation Counter.com. 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 bottom line is that this company charged $106 dollars for "taxes" which appear to be included.  Even if this were not the case, $106 exceeds the local city, state, and occupancy tax on a 2 night stay at $382.  I understand what the company is claiming, but all I can see is Reservation Counter's itemized receipt which charges me an additional $106 for taxes on top of the room rate of $382, and Best Western's itemized receipt which include the taxes for $382. I also understand that Reservation Counter claims their website is like Ebay, Craigslist, or possibly more accurate, Backpage, and they claim they have no responsibility whatsoever for the posting or the fictitious taxes collected.  Since Reservation Counter will not take responsibility for their site, I will follow other paths to help inform people of this predatory third-party booking site.
Sincerely,
[redacted]

To whom it may concern, Thank you for bringing this case to our attention. Our records indicate that our agents are currently working on this case. This reservation was made online directly by the customer. The customer was responsible for choosing the details on this reservation and they have chosen a post pay reservation. On this post pay reservation the hotel is the merchant and the one responsible for charging the customers credit card. We are currently trying to work with the hotel to answer the customers questions. Please let us know if we may further assist you.  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. 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

Complaint: [redacted]
I am rejecting this response because: I spoke with the hotel manager who told me, and put in writing to the third party that they were absolutely willing to refund the cost of the room. I reject the response from the business because what they have said is untrue. An email message from Embassy Suites, Richmond manager states that the hotel is willing to make the refund. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was never informed that you were a third party or that you would be "upping" the room rate at any point during my telephone conversation. I was never told or advised that you would be making a profit in any way from my booking.This is misrepresentation of your company and of your services offered. That is clearly in the hands of your representative and I urge you to playback the telephone recording of the conversation and provide valid proof that your company legitimately represented itself by disclosing that you are a third party and intended to profit from my booking a hotel. It is irrelevant how you overcharged or the manner in which you did so. It was false representation and fraudulent. I thought I was calling the reservation service for the hotel chain. I was at no point ever advised the contrary. I have read numerous complaints on the Revdex.com which highly mimic mine. So it is obvious that your company is not conducting business in an honest manner and your company has misrepresented itself to many more people other than myself. This exact situation seems to be a pattern with your company and it appears you are not willing to change the issue or rectify the situation. This was not merely an oversight but appears to be the way you do business. It is very deceptive to customers who don't realize they are talking to a third party service and have no clue that the room rate will be "upped". I would like a refund of $61.10 in which is the difference of the actual hotel charge and what you charged me.
Sincerely,
[redacted]