Reservation Counter, LLC

To Whom it May Concern,We appreciate the customer bringing this to our attention and allowing us to respond to this complaint. We received a call on August 12th from the customer requesting to book a reservation in Atlanta. Upon listening to the call we verified that the customer requested to be...

booked in a Hampton Inn in Atlanta Georgia. During the call we also verified that our agent made a recap before completing the booking and verified the dates of stay, the hotel name, hotel address address, as well as the payment policy. The caller verified that this information was correct and proceeded with the booking. After the reservation was booked, our travel specialist read the itinerary to the caller confirming that the reservation had been made. A confirmation email was also sent to the guest with the reservation details.Unfortunately, because we were unable to verify any agent error we are unable to process a refund for this reservation. We must stand by the non refundable cancellation policy that was agreed to at the time of booking. Best regards,Reservation Counter

To whom it may concern, Thank you for your response. Regardless of who the reservation was through, the customer acknowledged and agreed to the terms and conditions on their reservation. Without doing so this reservation could not have been completed. We apologize for the misunderstanding that has occurred. However, the provider will stick to the cancellation policy and no refund will be offered in this case. Please let us know if we may be of further assistance.  Best Regards,Reservation Counter

Hello,We appreciate the customer bringing this to our attention. We have sent this complaint to our web team to see if there was anything wrong with our system. After our investigation, we were not able to reproduce the error. To our knowledge it would not be possible for the reservation to be...

confirmed by clicking the back button on the web browser. We sincerely apologize, but we are contractually bound to the hotel's cancellation policy and are unable to process a refund for this reservation since we were unable to locate a system error. We would appreciate if the customer would let us know if there is something that we are not understanding or if there is anything else we can do to assist. Best regards, Reservation Counter

To whom it may concern, Thank you for bringing this case to our attention. I have reviewed the case with the notes provided and found that the agent provided the best rate she had available at the time of booking. The agent provided a recap of this reservation and informed the caller that the...

total cost including taxes and fees would be $713.09 and would be charged today. The agent asked the caller if all the information was correct and if she could proceed and the caller agreed in the affirmative. Hotel rates are subject to change based upon availability. The agent informed the caller of all the terms and conditions of this reservation and the caller agreed to this reservation in the affirmative. If we may be of further assistance please let us know.  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]

To whom it may concern, 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 ad 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 hotels and/or providers such as Priceline, Orbitz, etc. 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. The prices quoted are directly from the hotel and can change as demand for rooms increase. The taxes and fees are standard, but they cannot be calculated until check out. We apologize for the confusion this caused. The cancellation policies are attached to our inventory by the hotel at the time of purchase. These are the hotels policies and we are contractually bound to the terms therein. If we can be of any further assistance, please let us know.  Best Regards, Reservation Counter

Complaint: [redacted]
I am rejecting this response because:
You are aware and partner with a companies fraudulent and decietful business practices which makes bear a portion of that swindling act. I will fight this with ever ounce of fight in me and even contact my local news station to expose this. You need to ethically do the right thing and refund my money. I never even set foot in the hotel. I want my money back.
Sincerely,
[redacted]

We have contacted the customer via email to notify them that we are currently looking into this case and will get back to them with a resolution.

To whom it may concern, Thank you for bringing this case to our attention. We have investigated the sales call that pertains to this case and found that the agent provided a recap of this reservation. The agent read the name of the hotel and provided the exact address to the property. The agent...

asked the caller if all the information provided in the recap was correct and the caller agreed in the affirmative. The agent then provided the cancellation policy by reading it verbatim and the caller agreed to finalize this room. The cancellation policy on this reservation reads as follows:Each room in this reservation is subject to the hotel's cancellation policy which is: This reservation is 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 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

To whom it may concern, Thank you for bringing this case to our attention. We have reviewed the reservation and found that our agent informed the caller of all the terms and conditions of this reservation. The agent also informed the caller of the cancellation policy and that his card would be...

charged "today" at the time of purchase.  The reason we charge at the time the reservation is made is to guarantee both the room and the best rate possible. Once the credit card is charged no changes can be made. The customer agreed to this reservation at the time of booking. Please let us know if there is something I am not understanding or if there is anything else we can do to assist you.  Best regards,Reservation Counter

Tamara,We have contacted the hotel and your reservation has been canceled and full refund issued. Please allow up to 10 business days for $568.00 to appear in your account.Thank youReservation Counter

To whom it may concern, Thank you for contacting us regarding your reservation. We have researched this reservation and found that there has been no contact from the customer informing us that there may have been an issue when they arrived at the hotel. 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. Because the hotel has already charged us for this reservation we are unable to process a refund without their authorization. The customer may contact us at 855-475- 0010. Best Regards,Reservation COunter

Hello,We appreciate the customer bringing this to our attention. Most of our reservations are charged at the time of booking. This is standard for most online booking companies because it allows us to negotiate a lower rate with the hotel. Regardless, this information should have been passed on to...

the customer at the time of booking. We apologize if this was not the case. We have also searched our records and were unable to locate a charge of $622.56 to the customer's account. We have contacted the guest and kindly requested that they send their billing statement so that we can locate the duplicate charge and complete our investigation. We look forward to the customer's response to our request.Best regards,Reservation Counter

To whom it may concern,Our records show that this reservation was made online by the guest for a "Double Room, 2 Double Beds, Smoking." Because of the hotels non refundable policy we are unabel to cancel or change a reservation without the hotels permission. I also found that on Oct 17th we called...

the hotel and they approved the full refund and cancellation as a courtesy to the customer. On Oct. 17 the full refund of $351.28 was processed back to the original form of payment.We hope that the customer finds this response satisfactory,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]

To Whom it May Concern,Our financial team has confirmed that the refund check was mailed to the customer today. We apologize for the delay and appreciate the customer's patience. We have emailed the customer and will wait for the customer to respond to us when he has received his check.

To Whom it May Concern,We appreciate the customer's response. We have reviewed the call recording and verified that our agent read the cancellation policy to the caller and clearly informed the caller that there could be no refunds or cancellations after noon local hotel time on Wednesday, January 27th. Regardless of how many nights were used, the hotel decided to stand by their cancellation policy and charge for the entire reservation. When we spoke to the hotel General Manager, he informed us that no one told the customer that he would be refunded for the unused nights because it was contrary to their cancellation policy.Reservation Counter has no problem processing the refund for this guest, but we are unable to do so because the hotel would not allow the refund. Hotel permission is required in order for us to process a refund. In this case, the refund request was denied by the hotel and we must comply with their decision.

Complaint: [redacted]
I am rejecting this response because:In my
attempt to book a hotel room at The Comfort Inn Calistoga, CA, I was calling to
make my reservation through ChoiceHotels.com with whom I had a prior relationship
and wished to collect on my accumulated points and/or to accrue more points
towards rewards.
Without my
knowledge, I was connected to ReservationCounter.com.  In the course of the conversation, they may have
identified themselves, but, assuming I was connected to the party I was
attempting to contact, this detail evaded me.
The end result is that I was charged
$43.77 more than I would have if my reservation would have been made directly
with the hotel.
The question to ask Reservation Counter is how they attain their customers.  When online searching, they do absolutely no
advertising; they offer no incentives; they offer no discounts.  In fact, the opposite is that they charge more.  A person would then question, what purpose they serve in the travel reservation
world.  The hotels resent them as they
are charged a commission for a room that they have no control over.  In addition, it is a hassle to the customer
if a change or cancellation is required as they cannot work directly with the
hotel.  The hotel assumes it is Expedia
as that is the vendor they work through. 
Expedia neither has record of nor control over the reservation either. 
An online
search of ‘Reservation Counter’ would show that ReservationCounter’s website
would come up offering no incentive for a customer to shop with them.  With all of the offers out there for
discounted hotel rooms, why would a customer choose to book with them?  What it will show are many posts and
complaints about Reservation Counter being a scam. 
Another
search – being strictly for ‘hotel reservation’ does not pull up reservation
counter in any way that I could see - at least not for the first 100+ hits that
I scrolled through. 
Again, I
stress, how are they then getting their customers?
Here is what
I would like to see as a resolution.  Reservation
Counter, needs to be required to run a reputable business.  At the very least, to not be given an A+ rating with the Utah Revdex.com
when there are 172 complaints and twelve reviews with 100% of them describing a
negative experience and 0% saying they would do business with them again.  I would expect that the difference in my
hotel bill be reduced by the amount I was overcharged for doing business with
them.
Reservation
Counter’s business, being run out of Guatemala City, needs to be informed that
they cannot pirate business and overcharge American citizens.  We are smarter than that.
Thank you
for your assistance,
[redacted]

To whom it may concern, Thank you for letting us know of your situation. We're sorry for the trouble this has caused. Please email us at Reservation Counter Support ([email protected])  so we can resolve this as needed. It looks like two reservations were made on Oct. 5 for...

the Sheraton West Des Moines Hotel. The confirmed reservation was made with a Discover card and another reservation was made with a Mastercard and then cancelled. (You should have received a cancellation email for this.) It looks like there was also a failed attempt at making a reservation. This failed attempt would have created a pending charge on your credit card. These pending charges are released by the financial institution in approximately three to 10 business days. We hope this information is helpful. Please let us know if we may be of further assistance 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.  
Incidentally, that's what was requested initially.  It's been a long road from there to here.
Sincerely,
[redacted]