Reservation Counter, LLC

Hello, We appreciate the customer responding. Unfortunately, we are unable to process a refund for this reservation since the customer agreed to this non refundable rate. We are contractually bound to this policy and must stand by it. Thanks, Reservation Counter

To Whom it May Concern, We appreciate the customer bringing this to our attention. 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. We would appreciate if...

the customer would provide us with the itinerary number so that we may investigate this claim. We have attempted to locate a reservation with the information provided, but our search did not render any results.  Thank you for your assistance, Reservation Counter

Hello,We appreciate the customer bringing this to our attention. Our records show that this reservation has been fully refunded (including the $12.99 booking fee). We take misrepresentation very serious and will evaluate this call and take action with our agent if any misrepresentation occurred. We...

hope you find this information helpful. Please let me know 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 and affiliate with companies such as Expedia, Orbitz, and Priceline. We book for thousands of hotels across the world. It is not our intention to misrepresent ourselves as the hotel. We work hard to make sure that our customers...

know that they are booking with and not the hotel by placing our logo on every webpage and our name on every URL. We truly apologize for any confusion. Cancellation policies are provided by the hotel directly for the rooms that they have given us to sell. We do not have the ability to change these policies. The cancellation policy that was given to the customer at the time of booking states, Cancellation Policy : Each room in this reservation is subject to the hotel's cancellation policy which is: Booking is subject to a 177.27 USD change or cancellation fee. Bookings cancelled after 01/18/2016, 06:00 PM (America/Detroit) are subject to a fee of 408.65 USD. There is no refund for no-shows or early checkouts.if the customer chooses to cancel before the 18th they will be charged a one night penalty. If the customer cancels after the the 18th they will be charged the total amount. This is the hotel's policy and we must comply.

Complaint: [redacted]
I am rejecting this response because:1. I have not yet received the refund on the unused room.2. Reservation Counter's statement that "We are contractually bound to these policies as part of our purchase agreement. We cannot make changes or modifications without the hotel and room provider approval" may or may not be true, but this fact is both irrelevant and misleading as it applies to this case for two reasons:     A. Reservation Counter's contract with me (as well as with all other customers) clearly states that modifications can be made as per their own contract wording: "You may cancel or change your prepaid hotel reservation". Their contract with the hotel has no bearing on their contract with me.     B. If as Reservation Counter states they "cannot make changes or modifications without the hotel and room provider approval" then all they needed to do was call the Hotel and notify them of this change. There contractual obligations to the hotel does not prevent them from fulfilling their contractual obligation to their customers by calling the hotel. I know for a fact that this would have been acceptable to the hotel as I personally called the hotel and was able to cancel the room without penalty. But this cancellation resulted in Reservation Counter receiving the refund rather than myself who paid the original charges.  
3. Reservation Counter needs to admit responsibility for violating their contact with me and must cease and desist from from such future behavior.
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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It is clear the business is not interested in satisfying my complaint or in obtaining a satisfactory outcome; therefore I will not pursue this further.  I really appreciate the actions of the Revdex.com on my behalf.  Thank you!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I felt misled that they were not Marriott San Diego and there were no rooms available there.  After the fact, I did find a connection with the legitimate hotel and they had plenty of rooms for us at a lower price.  At that point, I was never clearly told that they were a 3rd party booking agent.  Their evasiveness left me confused and I felt that I had no choice if I wanted a hotel in that area.  I realize I did agree verbally but was not clear as the agent's accent made it difficult to understand.  When they quickly said the non-refundable part, they added after that "there is no refund for no-shows or early checkouts" so I thought that that was the part of being non-refundable; not totally non-refundable from the booking.
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.
It should be noted that I was told twice by two different customer service representatives that I would receive a refund.   The hotel itself told me they were fine with it.   The cancelation policy was never mentioned before this and I was never contacted regarding their decision to change their mind. This was not very good customer service and I'm sorry it had to come to this. I do thank the Revdex.com for their assistance and quick remedy to the problem.
Sincerely,
[redacted]

To whom it may concern, Thank you for bringing your case to our attention. Reservation Counter is a booking agency that makes reservations for over 200,000 hotels worldwide, and our customers are very important to us. We have investigated this case and found that this reservation was made...

online by the customer directly.  It appears that although the hotel agreed to refund this reservation, our provider has stated that they will stick to the cancellation policy. We are contractually bound by those policies and must comply. However, due to the Thomas fire we have sent another request to our providers escalation department requesting that they reconsider. We will follow up with the customer as soon as we get a response. We apologize for the inconvenience this has caused.  Best Regards,Reservation Counter

To Whom It May Concern, We appreciate the customer bringing this to our attention. our records show that this customer has already been refunded the full amount of $1,472.34. This refund includes the $12.99 service fee that was charged at the time of booking. We do not charge a...

cancellation fee, but we do charge a non refundable service fee that is attached to each reservation. Typically this service fee is not included in a reservation cancellation. As a courtesy we have also issued a refund of the service fee back to the original form of payment. We hope that the customer finds this satisfactory. Best regards, Reservation Counter

To Whom it May Concern,We appreciate the guests response. The inventory that we receive is given to us by the hotel property directly. We sent the request to the hotel for a Deluxe room and the hotel has confirmed that the guest received a Deluxe room. We have even went as far as to confirm this with the hotel management. I believe there may be a difference in what the hotel defines as a deluxe room and the guest's expectation of what a deluxe room is. We would be interested to know what the guest believes should be included in a deluxe room compared to the room which she received.Best regards,Reservation Counter

Hello,We appreciate the customer bringing this to our attention and allowing us to respond. We sincerely apologize if the customer was not aware that he was not booking his reservation through ReservationCounter.com. 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. Most likely the customer clicked on one of our ads when searching on Google and was directed to our site. I have reviewed the call recording and verified that our Reservation Specialist answered the call by stating," Thank you for contacting ReservationCounter.com." He then asked Mr. [redacted] where he would like to make his reservation. Mr. [redacted] responded by stating the hotel name and address where he was looking to book. We did not find any misrepresentation on the part of our sales representative.We also apologize that the customer did not receive hotel rewards points. Although Reservation Counter focuses on finding the best rates on more than 1 million hotels and accommodations, we are not involved in individual hotel reward programs. It is ultimately the hotel's decision to allow or deny rewards points.  We are very sorry to hear that the customer was not satisfied with our service, but we hope that this response provides answers and understanding to his complaint. Best Regards, Reservation Counter

To whom it may concern, Thank you for bringing your case to our attention. We have reviewed your reservation and found that this reservation was booked online by the customer directly. When a customer is making a reservation online it is up to the customer to know the exact location of the...

hotel they are wanting to stay at. Our online system provides the entire address of the hotel for the customer on 2 separate occasions before the reservation is finalized. The customer agreed to all the terms and conditions of this reservation including the location of the hotel itself. We have attached the copy of the receipt we have in our system for this reservation. Please let us know if we may be of further assistance.  Best Regards, Reservation Desk

Complaint: [redacted]
I am rejecting this response because:I am not 100% rejecting. Business did reach out to discuss. I was told that they will refund my room price...

but the process may take up to 10 days. Until I actually see the refund posted back to my credit card I want to leave this issue open. Once I receive the refund I will close out my complaint. I don't know if I can trust this business at this point. They also did not address the fact that their business name and website are very misleading to the average customer. I still feel they should do more to inform the customer that they are not the actual hotel. 
Sincerely,
Jodie [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

To whom it may concern, Thank you for bringing this case to our attention. Upon further review of this reservation we have found that our agents have been diligently working with the hotel to resolve this situation. Our agents sent an email to the customer on 09/20/2017 informing her that the...

we were able to reach an agreement with the hotel and the customer will be receiving a refund in the amount of $523.94. We apologize for the delay and the inconvenience this has caused. Please let us know if we may be of further assistance.  Best Regards,Reservation Counter

To whom it may concern, Thank you for bringing this situation to our attention. We apologize for the trouble the customer encountered during their reservation experience. Our customers are very important to us. We have reached out to the customer and offered them a full refund as a customer courtesy for their inconvenience. We hope this resolution is acceptable to them at this time. Best Regards,Reservation Counter

Complaint: [redacted]
I am rejecting this response because:I am attaching copies of the hotel check out statements given to our employees, the credit card statement showing charges & the complaint letter that will be sent directly to the hotel.I still stand by our initial request for full refund of the unused portion of their stay. However, if they are adamant that they will not comply, I would still like to know where the mysterious MasterCard numbers come into play & would like a detailed explanation as to the charges.We believe, in either event, we have been billed erroneously.
Sincerely,
[redacted]

To whom it may concern, We appreciate the customer responding. We apologize that the customer was confused . Reservation Counter books for thousands of hotels worldwide. As we reviewed this call we verified that our agent clearly identified himself as a representative of reservationcounter.com. We also verified that the reservation was made as requested, and at no point did our agent represent himself as the hotel. As a courtesy we issued a $139.79 refund to the guest. This refund has already been accepted by the guest. We hope the customer finds this resolution acceptable. Reservation Counter