Reservation Counter, LLC

To whom it may concern, Thank you for giving us the opportunity to review this case.  We have reviewed this case including the call recording and we found that our agent identified themselves as a representative of Reservation Counter.com. When the caller asked if he was at the hotel the...

agent informed the caller that she had called Reservation Counter and that we make reservations for the hotel she had requested as well as many other hotels. We did not find any misrepresentation in the sales call. We do not understand why the hotel would provide information for the guest that not only was incorrect but also did not match the information we have on file for this guest. We apologize if there was any confusion. 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 have sent them my hotel receipt twice already, the first time being over a week ago, yet I have still seen no refund.

To whom it may concern, Thank you for the opportunity to review this reservation. We have investigated the call recording for this reservation and found that the agent provided a recap of the hotels name and location for the customer. He specified the Sandman Signature Vancouver Airport Hotel...

and Resort and the customer confirmed that this was the correct hotel. The customer agreed to all the terms and conditions on this reservation before it was finalized. We are contractually bound to these terms and conditions and cannot offer a refund for this reservation. Please let us know if we may be of further assistance.  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 we are required to comply to the hotel's policies and procedures for which we sell. The cancellation policy given to the customer states at the time of booking...

states,Cancellation Policy : You can cancel free of charge up until the cancellation window. Cancellations or changes made after 4:00 PM Pacific Time on Nov 19, 2015 are subject to a 1 Night Room & Tax penalty. The property makes no refunds for no shows or early checkouts.On Nov 19th the customer contacted us requesting to cancel the last night of the reservation. Because this is contrary to the hotel's cancellation policy, we had to call the hotel to get approval for the refund. Our records show that on the 19th we spoke to Lora and the front desk and she confirmed that the hotel would allow a refund for the last night. This information was passed on to the guest. 30 minutes later the hotel contacted us and informed us that they had changed their mind and would not allow a refund due to the cancellation policy. As you can see, this put us and the customer in quite the predicament.As a a courtesy to the customer we will process a refund for the last night despite the hotel charging the full amount. The amount of $74.60 will be processed back to the original form of payment. We hope the customer finds this resolution satisfactory. We do apologize for any inconvenience caused.

To Whom it May Concern,We have sent the customer a copy of the fax that we sent to the hotel. It is evident from the fax that was sent as well as from the guest's confirmation that we sent the room verification to the hotel as a Deluxe Room. Unfortunately we are unable to process a full refund because the hotel claims that they gave the guest the correct room type and denied any refund request.We apologize for any inconvenience that the guest may have encountered. We have refunded the guest a 10% refund. This is the total commission amount that we received from the hotel and is the full amount that we are able to refund without the hotel's permission. We hope the guest finds this satisfactory.Reservation Counter

To whom it may concern,Thank you for giving us the opportunity to investigate this case. Reservation Counter is a third party booking agency and we purchase our inventory directly from the hotel. As an online booking company, we are contractually bound to the hotel rates that are passed on to...

our providers. If the hotel has decided to share a lower rate, then it is up to them whether they will honor the lower rate by refunding the difference. In this case, the rate that was revealed by the hotel was most likely a wholesale rate and not the rate that was available to the public. We qualify for these rates since we purchase hotel rooms in bulk. In a situation where the reservation is used and the hotel shares a lower rate, they are ultimately responsible for determining if any compensation will be provided. We have contacted the hotel regarding the refund request and they have denied the refund due to Mr. [redacted] using the reservation and the cancellation policy that is attached. We are contractually bound to adhere to the terms and conditions that the hotel puts in place. Please let us know if we may be of further assistance.  Best Regards,Reservation Counter

Complaint: [redacted]
I am rejecting this response because: I was pre-billed by Reservation Counter for $641 (plus their $12.99 b.s. fee) and then billed $565.67 by the hotel for same two night stay.  We did not cancel or attempt to cancel our reservation and I'm quite sure there was nothing in the "terms" on their bait and switch website that said I would be forced to pay both them and the property for the same room for the same two nights.  This is the response I received today from Reservation Counter which clearly states "Since this reservation was pre-paid, they should not have charged the guest at the time of check-out".  They also know that their entire business model is built on tricking distracted consumers into believing that they are on the hotel's home page (please see all the similar Revdex.com and pissedconsumer.com complaints that allege same) so I find their disingenuous concern for my issue and lack or actual resolution particularly annoying. Please help me obtain a refund for one of these sets of charges.  OCT 31, 2017  |  10:38AM MDT Matt replied:Hello [redacted],Thank you for contacting us regarding this complaint. We have investigated this reservation and found that the customer booked this reservation online. When someone searches for a hotel online, multiple ads pop up and the customer must choose a particular ad by clicking on it. One way to determine what company is represented in the ad is to look at the web address. We are a third party booking agency and purchase our inventory from the hotel. We offer a picture of the property so that the guest can see what the property they have chosen looks like and determine if it is the hotel they want to book at. The customer must acknowledge and agree to all the terms and conditions including the total cost and cancellation policy before the reservation can be finalized.I have contacted our hotel partners to make sure that the hotel’s charge is refunded. Since this reservation was pre-paid, they should not have charged the guest at the time of check-out. I was advised that a resolution will be sent to directly to you after the issue is resolved. Please let me know if you have any other questions. www.reservationcounter.com -----  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because;I spoke to Brian P[redacted], the GM this morning. He has NOT received any calls from RC regarding this case to agree or not agree to the cancellation policy., nor has Red Roof Inn Corporate. This is all been fabricated in respect to RC in their attempts to refund us! The GM is willing to refund us the unused days, however, the funds lie with Reservation Counter. This is a prepaid reservation and Red Roof Inn does not have the funds to return. They did not have our credit card info etc. This is untrue in the representative stressing that they attempted to contact the hotel  3 TIMES now and that RRI is  holding to policy...NOT TRUE! In addition, it was brought to my attention from RRI that this reservation was booked through Tourico Holidays through a possible back door internet scam of sorts. I want to emphasize that I NEVER visited any other website but RRI official website so there is a possible hacking of sorts going on. RRI is pursuing this possibility with their appropriate departments to avoid anything like this to happen in the future to unsuspecting guests. As you can see this is clearly highly unethical for a business to outright lie and also place the blame on a company that IS willing to accommodate our request for refund. Brian P[redacted] is willing to speak directly to you (Revdex.com) and explain what the true facts are. It is concerning to their corporate department that a business such as RESERVATION COUNTER is able to operate in this unscrupulous fashion and get away with their deceitful business practices! How can a business say they spoke 3 times to RRI and the GM and stress that RC is " so sorry that they cannot refund since the hotel is unwilling to refund" when that never happened! UNLESS, they are truly misrepresenting themselves and are involved in scamming and taking advantage of the consumer. There are many consumer protection laws that have been created due to these types of scams and my next step will be the State Attorney General!!!!!
Sincerely,
[redacted]

Hello, We appreciate the customer's response. We have spoken with the customer on the phone and have located their reservation. As a courtesy, we have issued a refund of $53.17 to the customer. We apologize for any inconvenience that the customer may have experienced. It is also worth noting that we have listened to every recorded phone call on record, and were unable to locate any instance of mistreatment or cursing to the customer. After speaking with the customer on the phone, we verified that there was no cursing or mistreatment by any Reservation Counter employee. We hope that this email clears up any confusion. Best regards, Reservation Counter

To whom it may concern,In response to Mr. [redacted]'s complaint. We have reviewed this case and verified that our agent made an error and booked this for the wrong location. I believe that this error was not fraudulent since the agent informed the customer before this reservation was made...

that the reservation was being made at the Super 8 Wheeling located at 2400 National RoadUS 40 National Rd & I-70, Wheeling, WV, US. The agent also read the non refundable cancellation policy and the customer agreed to proceed with the reservation. It was not until after the reservation was made that the customer informed our agent that this had been booked at the wrong hotel. As a courtesy to the customer we have offered a full refund to the guest. We hope that Mr. [redacted] finds this reservation satisfactory.Best regards,Reservation Counter

To whom it May Concern,We appreciate the customer bringing this to our attention. We have reviewed the call and found that our agent did provide the wrong information to the customer regarding the age of check in. We are extremely sorry for this error that occurred and for any inconvenience that...

this may have caused the customer. The hotel has different check in policies during Spring Break then they do for the rest of the year. We have already reached out to the customer and will be processing a full refund back to the original form of payment. We hope that the customer finds this resolution satisfactory.Best regards,Reservation Counter

To Whom it May Concern,We sincerely apologize to the customer for any confusion. Reservation Counter is an online booking company that books for thousands of hotels worldwide. We purchase rooms at a wholesale rate and are able to offer guests discounted online rates. We have received Mr. [redacted]'s...

complaint and have reviewed the call recording in order to verify any agent error. From this call we learned that our agent clearly informed the caller that they had reached reservationcounter.com and at not time misrepresented himself as the Holiday Inn Express & Suites. We also verified that when the caller requested the government rate our agent clearly informed him that the government rate was not available in our system. We do offer government rates, but these rate are only available based on availability. We have verified that at the time of booking there were no government rates available in our system.Lastly, the receipt that the customer received from the hotel does not show the actual hotel rate, rather, this rate shows the wholesale rate which the hotel sold us this reservation. It is a negotiated rate with the hotel, which is normally not available to the general public. We receive these rates because of the volume of rooms we sell on our site, and we still try to price the nightly rates the lowest from our competitors. The hotel should not have shown this receipt because this receipts shows how much Reservation Counter was charged, and not the customer's charge of $243.88 which was quoted at the time of booking.We sincerely apologize for any confusion,Reservation Counter

To Whom it May Concern,We appreciate the customer bringing this to our attention and apologize for any confusion. Reservation Counter is an online booking company. We receive our rates from the hotel directly. Our rates are  a specially negotiated rate that we have with the hotel, which is...

normally not available to the general public. We receive these rates because of the volume of rooms we sell on our site, and we try to price the nightly rates the lowest from our competitors. We do add a service fee that is combined with the tax charge. This is part of the commission that the hotel gives us for bringing business to their hotel. Upon reviewing the call we learned that our agent did not misrepresent herself as the hotel directly. We apologize if there was a misunderstanding. Wee did find that the agent did not inform the caller that the tax charge also included a service fee. As a courtesy to the customer we will process a refund of  $23.42, which is the combined amount of taxes and fees. We hope the customer find this resolution satisfactory.Thanks,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. All room assignments are done by the hotel directly and are based on a first come first serve basis.  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. We have reviewed all the contact that was made by our agents to the customer and have found that the agents were professional in their explanations to the customer regarding 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 giving us the opportunity to review this case further. We have listened to the call recording multiple times and fount that the agent clearly answered the call with, " Thank you for calling Reservation Counter". The agent then asked the caller what hotel property the caller was wanting to book their reservation at. The caller then provided the address to the property and the agent was able to secure a room. This being the case it seemed very clear that the agent was not representing the property in any way. The caller agreed to finalize the reservation. We apologize if there was any confusion. Please let us know if we may be of further assistance.

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 message. We reviewed this reservation and found that it was booked online by the customer who went directly to our website. Sorry for the confusion that may have occurred. 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. Please let us know if there are other questions. Best regards,Reservation Counter.

To Whom it May Concern,We sincerely apologize for any confusion. We do see how this cancellation policy could be confusing. As a courtesy to the customer we have processed a full refund back to the original form of payment. It is definitely not our intention to misinform. We consider this case resolved and appreciate the customer's feedback. Reservation Counter

To Whom It May Concern,We appreciate the customer bringing this to our attention and allow us to investigate this reservation.  We take misrepresentation very serious and take action against agents who intentionally misrepresent themselves as the hotel. Upon listening to the call recording we...

learned that our agent informed the caller that they had called reservationcounter.com, and never did they inform the caller that they represented the [redacted]. The recording also showed that the caller never questioned if the agent was representing the hotel. The customer obtained our number by visiting our website reservationcounter.com. We have no reason to believe that the customer intended to call someone other than the number which was dialed. We are very sorry for any confusion.Upon listening to the call recording, we also learned that the customer agreed to the cancellation policy that was given to us by the hotel. This cancellation policy states,Each room in this reservation is subject to the hotel's cancellation policy which is: Cancellations before 05/08/2016, 10:00 PM (America/Regina) are fully refundable. Bookings cancelled after 05/08/2016, 10:00 PM (America/Regina) are subject to a fee of 1 night's room and tax. There is no refund for no-shows or early checkouts.Unfortunately, we must stand by the policy and charge the full amount for this reservation. The cancellation policy specifically states, "There is no refund for no-shows or early checkouts." We are sorry that we were unable to provide a refund to this customer. Once a reservation is past dated we are not able to make modifications to reservations.  Best regards, Reservation Counter

To Whom it May Concern, We appreciate the customer bringing this to our attention and allowing us to make this right. We receive cancellation policies from the hotel directly. These policies are unique to each room. Often, hotels will allow us to sell non refundable reservations at a discounted...

price, or they will provide room with a free cancellation potion. We have verified that a system error occurred which showed this reservation as "free cancellation" rather than nonrefundable. We are so sorry for this error and appreciate the customer bringing this to our attention. We will be providing a refund of $191.35 to the customer. Best regards, Reservation Counter