Reservation Counter, LLC

Complaint: [redacted]
I am rejecting this response because: This travel was government related.  A government rate was available, regardless of what system Reservation Counter uses or has access to.  This situation could have been immediately avoided, had Reservation Counter suggest that I contact the Homewood Suites or Hilton Reservation System - whom I believed I was dealing with in the first place.  Otherwise I would have hung up the phone and ensured that I was contacting the Homewood Suites/Hilton  directly.  As stated previously, I had every reason to believe that I was reserving a room (not paying for one) and that further adjustments to billing (for government rates and credit card billing) could be made upon arrival, as I have done dozens of times in the past.  Clearly, I would have no reason to enter into this billing with Reservation Counter - If I understood that I wasn't going to have the opportunity to change the credit card being billed or receive a rate within the maximum daily rate for government lodging, I would have never made this reservation (really a booking) in the first place.Sincerely,
[redacted]

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. The cancellation policy on the reservation is as follows:Each room in this reservation is subject to the hotel's cancellation policy which is: Cancellations before 04/18/2018, 11:59 PM (America/Denver) are fully refundable. Bookings cancelled after 04/18/2018, 11:59 PM (America/Denver) are subject to a fee of 1 night's room and tax. There is no refund for no-shows, early checkouts, or cancellations after 04/21/2018, 10:00 AM (America/Denver). The $12.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees. If you would like to cancel and re-book with the hotel that is an option, however we are unable to make any changes or modifications to this reservation. 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: The company has refused to take responsibility for how rudely I was treated on the phone. Sure, the emails sound cordial enough, but that does not represent the true nature of the conversations that were held. I do not even care about the $30 at this point, I would just like them to acknowledge the fact that they were acting inappropriately. Also, their response was to try and blame the hotel which is not accurate. The hotel itself was very wiling to work with us, the blame goes right back on reservation counter. I suppose nothing can be done about their business practices, which is a shame because countless people will be ripped off just like I was. I would like to hope that these companies would receive negative repercussions and not be allowed to continue on as they have. At the very least I have learned a valuable lesson about how I make reservations.
Sincerely,
[redacted]

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary. Sincerely,[redacted]

We requested from the customer, for verification purposes, to provide a receipt that provides a lower price. When the customer does provide their receipt we will then issue a refund for the difference.

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. We are currently waiting for the customer to sent us the hotel receipt so we can verify any discrepancy and take further action.Reservation Counter

Hello,The rate that was quoted to the customer is the same rate that we received from our provider. It was also the same rate that was quoted to the customer at the time of booking. Please keep in mind that hotel rates are constantly changing based upon availability and demand. Although our rate may not have been better than the hotel's in this instance, we ask that you try our website again. You may find that our rates are better than the hotel's in many instances. 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. On this reservation the Hotel is the merchant and is the one who collects payment at the end of the stay. We are a third party booking agency and not directly affiliated with the hotel or its management. 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:However, the matter has probably been resolved.  I contacted the parent company of the hotel directly, explained the situation to them (copy of the message I sent you) and they contacted the business.  Based on their contact, the charge was removed from my credit card.  Reservation Counter had already indicated over the phone that they had no intentions of handling the matter other than the way they did so further contact with them seemed futile.  
Sincerely,
[redacted]

We have confirmed that the reservation has been cancelled and the customer received a full refund. We have launched an investigation on if our agent did misrepresent us as the hotel. We have zero tolerance policy and they will be terminated if they were found to be misleading.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  When I called them their response to me was very cold and rude.  It would have been lot easier if they had asked for the hotel receipt at that time.The oly reason they are responding is because Revdex.com is involved.  I thank Revdex.com Utah for this.  I saw 150 complaints or so about this business online.  I am not alone.I am attaching both Reservation counter receipt nd Holiday Inn receipt.  The difference is $73.50.  I want that refunded.  I sincerely thank Revdex.com for providing solution quickly.  If anything else is needed please let us know.
Sincerely,
[redacted]

To whom it may concern, Thank you for bringing this case to our attention. During the research on this reservation we have found that the customer called our sales number to make a reservation at the Kirkley Hotel & conference Center Lynchburg. Our agent was able to help the guest secure a...

reservation for two rooms and provided all the details on this reservation including the cancellation policy. The cancellation policy on the reservation that was made through us is :  Good news! This reservation qualifies for free cancellation up until 11:59 PM local hotel time on Monday, May 22, 2017. If cancelled or modified up to 3 days before date of arrival, no fee will be charged. If cancelled or modified later or in case of no-show, 100 percent of the first night will be charged. If you don't check-in to the hotel on the first day of your reservation and do not alert the hotel in advance, the hotel reserves the right to cancel your reservation and may charge you a penalty. The $12.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.Our records indicate that Mr [redacted] contacted us on May 23, 2017 requesting a cancellation of one of the rooms. This was inside the penalty period on the cancellation policy and when this was explained to the guest they decided to keep their reservation. We have contacted the hotel regarding his request and we were denied a cancellation for refund by the hotel as they will stick to their cancellation policy. The hotel cancellation policies can and do differ depending on whether the inventory is sold directly by the hotel or if they have sold said inventory to 3rd party booking agencies. We are contractually bound to the cancellation policy attached to this reservation and must comply. We have refunded the $12.99 service fee as a customer courtesy. Please let us know if we may be of further assistance.  Best Regards,Reservation Counter

Lisa,
I would say that I have no further need to communicate with Reservation Counter, however I would also say that the complaint remain unresolved.
If that is a possibility that is how I would like to leave it. I do not trust anything they say to me at this point and think all of our time would be wasted with future communication with them.
I would like to leave the complaint unresolved as a caution to other potential consumers/clients.  I am convinced they have a culture of promising lower rates, overcharging and then having clients "cancel and rebook" and a higher rate than promised yet lower rate than the first charged. I find that to be unscrupulous and in very poor practice. Consumers beware!
 
Thank you for your time.
Tom

We are rejecting this Arbritration Offer because this case has been solved and a resolution has been found between Reservation Counter and the customer. We have contacted the hotel and the merchant and have agreed to the mutual refund of $47.93. The hotel should not have shared the wholesale rate with the customer because it was the price that they charged our company and not the price that should have been given to the customer. We are glad we could rectify this hotel error and appreciate the guest bringing it to our attention.  We truly apologize for any inconvenience that the customer may have experienced. It is also frustrating to us when the hotel shares a rate that is not available because it can cause so much confusion. We hope that the guest is pleased with this resolution.  I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID [redacted],. I understand that because I have decided to not pursue arbitration that Revdex.com must close my complaint. I have decide to pursue legally or via other avenues. 
Regards,

We have spoken with the hotel manager. They acknowledged their error in releasing the whole sale rate and received approval to issue two refunds, one in the amount of $112.86 CAD and a second in the amount of $160.38 CAD for the difference in price. These refunds 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. Once again, my apologies for any inconvenience our mutual guest may have experienced. If you should have additional questions or concerns, please do not hesitate to contact me directly.

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,
Cathy C[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. The customer can verify which website they are on by checking the URL in their search bar. Sorry for the confusion that may have occurred.The customer is the one who is responsible for entering all correct information during the booking process so as to receive their confirmation email.  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 due to their cancellation policy. We are contractually bound to this policy.  Please let us know if there are other questions. Best Regards,Reservation Counter

Hello, We have reached out to the customer and have offered a $103.55 refund. Although the customer was quoted the same rate that we received from our providers, we are offering this refund due to the inconvenience that the customer encountered at the time of check in. We hope that this refund will resolve this complaint and satisfy the needs of the customer. Best regards, Reservation Counter

Complaint: [redacted]
I am rejecting this response because:THEY ARE LIEING!!! I called 3 times on Jan 22, 2015! they told me the systems were down and I had to call back the next day. They also DID contact the hotel because I spoke to the hotel 3 times on the 22nd and twice on the 23rd.  The hotel stated they would refund IN FULL and cancel BUT Reservation counter did not refund me.
Sincerely,
[redacted]

To Whom it May Concern, We apologize that the customer did not know that he was booking with a third party. We apologize for any confusion. Through our many affiliates, we are able to offer competitive rates and can offer the best online hotel availability. It is definitely not our intention to misrepresent ourselves as the hotel or as any other entity.The cancellation policy that was provided to and agreed upon states,"There is no refund for no-shows or early checkouts."We understand that the hotel did not charge the customer directly; however, the hotel did charge Reservation Counter for this reservation. Therefore, the only way that we can provide a refund back to the customer is if the hotel first agrees to refund Reservation Counter. This will release the funds and allow us to return payment to the customer. When we called the hotel and spoke to the General Manager, we were informed that the hotel would stand by the cancellation policy and not allow a refund for the early checkout. Please keep in mind that the hotel and Reservation Counter has the right to stand by the cancellation policy that was agreed upon by the customer when the reservation was booked.