Reservation Counter, LLC

Our Tier 3 team has reached out to the customer via email to work out a resolution.  The team will review the recording and if indeed there was an error made by our agent the customer will receive a full refund for the error.

After review of the reservation phone call, we verified that our agent did not provide the 2 bedroom suite as requested. This customer was reserved for a 2 bed suite instead. Since this room went unused and we were able to verify our agents error, we can now provide the correct discipline to our...

agent and have issued a full refund to the customer.

Complaint: [redacted]
I am rejecting this response because: the company continues to be dishonest about what transpired during the phone call on May 12th to protect themselves. Also, why was I told this morning that the supervisor did not have access to information about whom I spoke with on May 12th? This is going nowhere. I wish the Revdex.com had authority to do something.
Sincerely,
[redacted]

To Whom it May Concern,Reservation Counter is an online booking company that provides booking service for over 600,000 hotels worldwide. We do our best make sure that our guests know our website from the hotels by placing our logo as the header of every web page. We apologize if there was any...

confusion. It is not our intention to misrepresent our selves as another company. Our records show that this reservation was made online and was not handled by one of our many travel agents. The cancellation policy attached to this reservation states,Cancellation Policy : Each room in this reservation is subject to the hotel's cancellation policy which is: Cancellations before 11/14/2015, 06:00 PM (America/Los Angeles) are fully refundable. Bookings cancelled after 11/14/2015, 06:00 PM (America/Los Angeles) are subject to a fee of 178.89 USD. Bookings cancelled after 11/16/2015, 06:00 PM (America/Los Angeles) are subject to a fee of 178.89 USD. There is no refund for no-shows or early checkouts.This cancellation policy is given to us by the hotel directly. If we were to cancel this reservation on the 16th as requested by the customer, the hotel would still charge the full amount for the reservation. We have also tried to call the hotel in attempt to waive the cancellation penalty; however, the hotel informed us that they must stand by their cancellation policy and charge for this reservation. This is their policy and we must comply. We are unable to process a refund without the hotel's approval. If the customer has received cancellation approval from the hotel, we ask that he send us the hotel's cancellation number so we can proceed with his request. Best regards, Reservation Counter

To Whom It May Concern, We appreciate the customer bringing this to our attention, and apologize for any confusion. Our site reservationcounter.com, as listed on the URL that the customer indicated, books for thousands of hotels worldwide. Our records indicate that this customer booked their...

reservation through one of our travel agents. During the call, we verified that our travel agent informed the customer that they were calling reservationcounter.com. At no point during the call did we verify that the caller was mislead to think that they were speaking to the hotel. We also verified that our agent quoted the correct total price to this customer of $198.04. This is the same amount that was charged to the customer's account. Best regards, Reservation Counter

To whom it may concern, Thank you for your response. We are a third party booking agency and purchase our inventory either directly from the property or from a provider such as Priceline, Get a Room, Orbitz, etc.  All our inventory has the cancellation policies attached by one of those entities. In the case of this reservation the cancellation policy was attached by the provider and although the hotel may have agreed to the refund, we have yet to receive the approval of the provider. We work diligently with hotels, providers and suppliers to ensure the customer receives the best possible service. Our records indicate that our agents have been in contact with this customer and have advised them that we are still working on this case however we are still awaiting a response from the provider. Due to the nature of the cancellation policy, being non-refundable and the fact that this reservation could not be finalized without the customer acknowledging that they agreed to the terms and conditions of this reservation we cannot guarantee a refund on this reservation.  Best Regards,Reservation Counter

We have contacted the customer and requested they provide a copy of all the charges in question so that we may work with the hotel and issue compensation for the unused reservation.

To whom it may concern, Thank you for your patience. We have reviewed your case and we found that this reservation was booked online. When booking a reservation online all the terms and conditions including the cancellation policy must be agreed to before the reservation can be finalized. We...

apologize if there was any confusion. We are a third party booking agency and purchase our inventory directly from the hotel. This inventory has had all the taxes and fees already added to it in a bundle at the time we purchase it. We are unable to break it down.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

To whom it may concern,We apologize for any misunderstanding in our name. This has been our companies name for a number of years. When our agents begin all phone conversations they are required to identify themselves as a representative of Reservation Counter. In this case the agent did identify themselves properly. We are in no way trying to deceive the customer as that would involve malicious intent. We want our customers to have a great customer experience and do everything in our power to provide that for them. If we could find an error in your reservation we would be more than happy to offer a refund, however there was no error made on the agents behalf and we are contractually bound to the terms and conditions of the reservation.  Best regards,Reservation Counter

To whom it may concern, Thank you for your continued patience. We have reviewed the call recording again and have found that the sales agent informed the caller of the total price on both of her reservations with taxes and fees and the customer agreed with these charges. The agent explained that the taxes and fees are added in a bundle by the hotel when these reservations were purchased for resale. The agent also informed the caller that we do not have the ability to break these down. The caller agreed to proceed and finalize her reservations after this was explained to her. Please let us know if we may be of further assistance.  Best Regards,Reservation Counter

To whom it may concern, Thank you for your continued patience. We are contractually bound to the cancellation policy that is placed on the reservation by the hotel directly. We cannot offer a refund as we have contacted the hotel and they have denied the refund due to their policy. The customer agreed to this reservation and the location for which it was made. 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 and allowing us to investigate this complaint. Upon reviewing this call we found that our agent clearly represented herself as an agent of Reservation Counter. We discovered that at no time did our agent misrepresent herself as the hotel property....

The customer made a reservation and the service was provided. Because we are not associated with the hotel directly, inquiries regarding rewards points must go through the hotel. Hotels will often provide points, but it is their decision to either accept or reject loyalty programs based on a number of factors.Reservationcounter.com books more  than 10,000 rooms every day. We offer a secure, one-stop source for hotel pricing, amenities, and booking either online or through our customer services centers. Part of the TravelPASS Group, Reservation Counter uses a proprietary technology to deliver the most comprehensive search strategies to help consumers find and save on the best travel destinations and deals. We work hard to make our website as transparent as possible by placing our logo on the top of all of our webpages. We apologize if there was any confusion.

After review of the reservation phone call, It was found that our agent was not misleading about our association with the hotel. However, our agent was not clear about the rate the customer was receiving, for that reason we have contacted the Hotel and left a message for the manager to verify the...

total price on the discounted rate. Once this information is verified we will be refunding the difference in price directly to the customers original form of payment.

To whom it may concern, We appreciate the customer bringing this to our attention. We spoke with the customer on the 24th and resolved this issue.  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:Reservation Counter was not upfront with their cancellation policy, which must have been in small print and not clearly displayed because I didn't see it and if I knew I couldn't cancel, I would NOT have made this reservation. Also, this policy is misleading--I made my reservation at 1:30pm January 12, and called customer service to cancel it 10 minutes later. Their cancellation window ended at noon on January 12--90 minutes BEFORE I made my reservation. This is a FAKE CANCELLATION POLICY!The business stated that they couldn't refund me because the Holiday Inn had charged them a penalty fee of the first night's stay ($155). Again, another lie. I called the Holiday Inn and they said they had no such policy. In fact, the hotel is completely booked out for a soccer tournament this weekend so my room was immediately filled. My confirmation email included a "Pay Later Policy" which states "Your credit card is charged at the time you checkout of the hotel." However, this was also a lie--they charged my credit card the full amount of $365 for 2 nights stay, 3 days before our travel dates.I do not trust this company and the fact they are so adamant about not refunding me and the hundreds of other customers who have complaints against them, tells me they have a horrible business practice. I realize Reservation Counter will not be helpful in this matter and will now take this up with my credit card company.
Sincerely, 
[redacted]

To Whom it May Concern,We appreciate the customer bringing this to our attention. Our records show that your reservation was refunded today at 10:03 AM. The refund has bee processed from our side, but it may take 1-3 days for the transaction to appear on your bank statement. It appears that the...

reservation was not successfully cancelled when the agent customer called on Dec. 3rd. Rest assured the refund has been processed. We have sent the customer a refund receipt and consider this resolved. Best regards,Reservation Counter

We contacted the customer via phone and informed him that we had previously issued a full refund and he all his funds were already reinstated. We also offered to help him make his desired reservation and match the original quoted price. The customer declined this offer.

Refunded on Nov 7th $50, this case was closed in our system as customer ok with resolution

Complaint: [redacted]
I am rejecting this response because: This business posed as the...

hotel company and I never intended to use any third party company. As this is an illegal and deceptive practice and as a new customer this outcome is unacceptable. This company should work with customers better on the first time they use this business and have no prior use of their business. I strongly warn customers of this illegal practice.
Sincerely,
[redacted]