Reservation Counter, LLC

To whom it may concern,   Thank you for bringing this to our attention. We receive our rates from the hotel directly and 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 rate on the receipt. 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

To Whom It May Concern, We appreciate the customer contacting us and bringing this to our attention. The cancellation policy attached to this reservation, and was given to the customer at the time of booking. For the room type you've selected, you can cancel your reservation up until noon...

on Monday, February 20th (local hotel time), however 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. This is the policy that the hotel provided, and that we are contractually obligated to stand by.Our records indicate that on Feb. 2nd the customer contacted us and requested to cancel. As a courtesy, we contacted the hotel and they confirmed that they would allow a cancellation. On February 2nd we cancelled this reservation and processed a full refund back to the original form of payment. We hope the customer finds this satisfactory. Reservation Counter

To whom it may concern, Thank you for bringing this case to our attention. We have researched this case and have found that this reservation was made online directly by the customer. At the time of booking the customer is shown all the inventory we have available for the hotel they would like...

to stay at. In this case the reservation that the customer chose had this cancellation policy attached to it:   Each room in this reservation is subject to the hotel's cancellation policy which is: Cancellations before 05/20/2017, 06:00 PM (America/Denver) are fully refundable. Bookings cancelled after 05/20/2017, 06:00 PM (America/Denver) are subject to a fee of 1 night's room and tax. There is no refund for no-shows or early checkouts. The $12.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.We apologize for any misunderstanding however we are contractually bound to this cancellation policy and must abide by the terms therein. Please let us know if we may be of further assistance.  Best Regards.Reservation Counter

Complaint: [redacted]
I am rejecting this response because:This company continues to do the same thing to multiple customers and excuse the practice with the explanation that the customer has not out right directly asked if they are speaking to the hotel directly.Regardless if the customer comments on the process being different, asking why things aren't as normal they just quickly finish up.  When asked they provide a false reason stating the hotel policy is the reason a refund cannot be granted and now a different story is provided.It is very apparent that this practice is working well for them regardless of how many unhappy customers there are because they already have the money and there is no resolve without further cost to the consumer.
Sincerely,
[redacted]

Hello, We appreciate the customer bringing this to our attention. Our records show that a refund of $593.68 was processed back to the original form of payment on October 27th (see attached). A one night cancellation penalty of $86.75 was charged to the customer in accordance to the cancellation...

policy. We hope this clears up some confusion. Unfortunately, I was unable to locate an email stating that we would process the full refund for this cancellation. We would appreciate if the customer would send us a screen shot of the email so that we can locate it on our side. If the customer was promised a full refund, then we would be happy to process this additional refund for the guest. Best regards, Reservation Counter

A Reservation Counter supervisor called Tom per his request. He was not happy with our refund policy, which differed based on whether a customer books a refundable or non-refundable rate. Tom was told both policies, which tells you there was confusion in our own organization.We apologize for the confusion that this policy created, and appreciate Tom helping us to improve. We listen to our customers, and now have a new streamlined refund policy that delivers exactly what Tom was requesting.

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]

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 cancellation policy on this reservation reads as follows: Each room in this reservation is subject to the hotel's cancellation policy which is: Cancellations before 07/14/2017, 12:00 PM (America/New York) are fully refundable. Bookings cancelled after 07/14/2017, 12:00 PM (America/New York) are subject to a fee of 142.71 USD. Bookings cancelled after 07/15/2017, 12:00 PM (America/New York) are non-refundable. There is no refund for no-shows or early checkouts. The $12.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.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,Reservation Counter is an online booking company that books for thousands of hotels across the world including The Gaylord Hotel Brand. We have reviewed the customer's complaint and found that our agent correctly identified himself as a representative of Reservation Counter. I...

also verified that this reservation was made as a Deluxe Room as requested by the caller.After receiving this request, I contacted the Gaylord directly to inquire about Ms. [redacted]’s stay. The hotel confirmed that the guest was given the correct room upon arrival. The hotel offers interior (premium- atrium/garden) and exterior (traditional) view rooms. I have verified that the interior view rooms are available at a higher rate than the exterior room selected. The room Ms. [redacted] reserved and received upon arrival at the hotel was a Deluxe Room with a traditional view.Unfortunately, because the guest was given the correct room upon arrival at the hotel and the hotel has confirmed this reservation billed in full, I am unable to obtain any compensation for this reservation.We apologize for any inconvenience that the guest may encountered and hope that the customer finds this information helpful.Best regards,Reservation Counter

To Whom It May Concern, We appreciate the customer bringing this to our attention. Reservation Counter is an online booking company and books for thousands of hotels across the nation. The rates and policies listed on our site our provided by the hotel. The cancellation policy that was attached...

to the reservation that the customer made online states,Cancellation Policy:This rate is non-refundable and cannot be changed or cancelled - if you do choose to change or cancel this booking you will not be refunded any of the payment. Because of this cancellation policy, we are unable to process a refund unless we receive direct permission from the hotel. We have contacted your hotel regarding your refund request, but unfortunately the hotel decided to stand by their cancellation policy and charge for this reservation because the reservation was tagged as a no show. It is also important to note that Reservation Counter was not contacted regarding this cancellation request until the day after check in. The hotel along with Reservation Counter, reserves the right to stand by the cancellation policy that was quoted to the customer at the time of booking.

Complaint: [redacted]
I am rejecting this response because: my previous statements remain unchanged.  The company made it appear to me (and to many others according to the Revdex.com complaints) that I was dealing directly with the hotel.  Additionally, the documentation the company keeps attaching indicates that I was told about this being non-refundable and that I should know it was not being handled through the hotel because of their logo on the page.  However, the included documentation is for AFTER the transaction went through, not before.  At no time prior to making and paying for this reservation was it obvious to me that I was not dealing with the hotel, or that I was locking into a rate or set number of days.  Considering that I had booked online with this hotel many times before, I had no reason to do anything any differently, and I have already explained why the discrepancy in the expected rate and what was on this reservation did not alarm me.  I first became aware that I was not dealing with the hotel and that this reservation was non-refundable/non-cancellable on the day I filed the Revdex.com complaint after reaching out to the business.My position remains the same:  the company attempts to lure customers into thinking they are booking with the hotel by use of logos similar to many hotel chains, and by sneaky re-directs off of hotel websites.  They charge 150% of what the hotel charges for the same room.  Information about the cancellation policy being different than the actual hotel's cancellation policy is not obvious on the website, nor is that information provided to the consumer until it's already too late.The company claimed in their response that they are bound by hotel rules.  I spoke with the Hampton Inn chain at the executive level, and they deny this completely.  They indicated that in this case (a highly inflated rate and a date change), when dealing with the hotel directly, these things could (and would) be fixed with a simple phone call.  
Sincerely,
[redacted]

To whom it may concern, Thank you for bringing this case to our attention. We have reviewed the call recording and found that the agent identified himself as a representative of Reservation Counter.com at the beginning of the call. The agent searched for the rooms requested under the block of...

rooms and notified the caller that he did not have access to those rates as they were either sold out or being held directly by the hotel. The caller agreed to proceed with the reservation at the higher rate. When the customer called into our support line our support agent placed a call to the hotel and was able to get an exception from them and a refund has been processed in the amount of  $496.08. Refunds generally take 3 to 10 business days to post to the customers account. This information was sent to the customer via email on November 22, 2017. We hope this information is helpful, please let us know if we may be of further assistance.  Best Regards,Reservation Counter

To whom it may concern,This is a response to a Revdex.com complaint issued by [redacted].We apologize for the confusion and for any trouble that the customer had with cancelling her reservation. Reservation Counter is an online booking company and makes reservations for over 200,000 hotels. We do our best...

to make sure that our customer's know that they are booking with us and not the hotel directly. For this reason, we place our logo on everyone of our webpages.Once a reservation is made, we send a confirmation email that provides proof of purchase. This email answers many frequently asked questions along with an option to cancel your reservation online. There is also a customer service number listed on the email for our customer's convenience. We have verified that this confirmation was sent to [redacted]@hotmail.comWe have also searched our records and were not able to find any calls made to our call center regarding this reservation.I have called the hotel regarding your refund request, but was informed that the hotel would only provide a refund of one night because the first night of this reservation was used. A refund amounting to $[redacted] has been processed back to the original form of payment. Please let me know if there is anything else we can do to assist you.

We have contacted the customer and explained that the hotel revealed a price only available to...

wholesalers breaking their contract. We will honor the price but we need the hotel's approval for the refund. Unfortunately the general manager has ignored all attempts of correspondence. We have contacted our Brand Rep to request that they take immediate action to receive approval and refund our customer.

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.  If I do not receive the check, as promised, I will email to advise you.  Thank you so much for your help in this matter.
Sincerely,
[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. This business should be investigated for fraud and should be sued by the hotels who they represent themselves to be associated with.  Only if somebody complains on here or to authorities do they refund anything.  They claimed on my case to have 'called and cancelled' my prior reservation before refunding my money this week.  The reservation they spoke of was cancelled 10 minutes or so after I made it - and I had already verified my reservation had been 'cancelled' (or never in the Embassy system) prior to contacting 'reservation counter'.  With so many complaints about the same thing, I'm amazed this company has not been shut down.  Be careful where you click, or just call the hotels to make reservations.  Thank the Revdex.com for your help.  I hope I3C investigates, as does the fraud department of the hotels this business purports to represent.
Sincerely,
Tami M

Complaint: [redacted]
I am rejecting this response because: In the response letter, ReservationDesk.com is quoting,"Our online system provides the entire address of the hotel for the customer on 2 separate occasions before reservation is finalized" This is my dispute with Reservation Desk in the first place. Right after I made the reservations online, which I made sure was being made for Philadelphia, Pennsylvania, the hotel address was showing as it appears on MY attachment. I have been telling them this from the beginning. The correct address is printed, with a number "39" instead of the name or abbreviations of the State. I thought this was correct until the night of my stay when the hotel did not have my reservations in Pennsylvania.  Perhaps this online service had an issue when I made the reservation. I do not know what their system did wrong. The copy I am attaching I printed for my records at the time of my booking. Please note that in the top right  corner where the address is viewed, the number "39" is not what the copy that Reservations Desk is showing you. In the copy attachment Reservations. Desk is showing you the number "39" has been replaced with "MS" which is the state of Mississippi.  I printed my copy at the time of my booking and put it in my folder for the travels I was doing. As I was traveling throughout the summer out of the country, I did not check my emails. If Reservations Desk sent me their corrected address, I was not aware of this until the night of my booking.  When I called Reservation Desk during the night I was hoping to stay at this hotel,  with the copy on hand, I spoke to "Elly" who is their customer reservation help person who assisted me find the correct hotel and phone number where I apparently had made the reservation. Elly told me to call Resolution desk on a business day. This is why you see the pen markings on this copy. I did call the next available date and started communication via email with Reservations Desk at no avail. They keep on showing me THEIR copy of my reservation and ignoring MY copy.  If Reservation Desk is really doing good customer service and managing a good business they would stand by their quote  "Our online system provides the entire address of the hotel for the customer on 2 separate occasions, before the the reservation has been finalized" I printed my copy at the time I made my booking. My copy did not have the correct name of the state in which they claim I made this reservation.  Therefore, they are at fault. If they want a good review from me and anyone who wants to do future business with them, then they need to accept their mistake. I will appreciate if they recognize their mistake and acknowledge that this copy I am attaching came from their system as it is! I would like the total refund of $78.79 to my account.Thank you for your consideration.
Sincerely,
[redacted]

To Whom it May Concern, We appreciate the customer's response. More than 10,000 rooms are booked every day through Reservation Counter, a leading provider of hotel accommodations worldwide partnering with hotels and the largest travel agencies. 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 would encourage any customer to visit reservationcounter.com and see that it is not our intention to misrepresent ourselves. It was also clear to us from the call recording that our agent clearly represented herself as a Reservation Counter agent and at no time implied that she was the hotel directly or a representative of choicehotels.com. We are aware of the $[redacted] that we charged to the customer. We respectfully ask that the customer send us the hotel receipt so we can verify any price discrepancy. This information is needed in order for us to process a refund.  Best regards, Reservation Counter

We contacted the customer and explained that when our merchant receives a dispute from a financial institution they place a hold on the account. This hold hinders any additional charges and unfortunately refunds. We are currently waiting for our merchant to receive verification from the financial...

institution to confirm that the dispute has been lifted. Once the information has been verified the funds will be released.

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]