Reservation Counter, LLC

Complaint: [redacted] I am rejecting this response because:While the response indicates they reviewed the call, they did not address my concernI searched specifically for the DoubleTree Murfreesboro TN on Google (uisng my Samsung Galaxy smartphone)The top result that came back had the DoubleTree logo, a picture, and offered the choice to call or receive driving directionsI touched the choice to place a call - at no time was I given any indication that I was dialing a third-party booking agencyAnd, if the young lady who answered introduced herself as "so-awith Reservation Counter", how on earth could I have determined that "reservation counter" was a third-party and not the "reservation counter" at the hotel? If anyone did review the call, they heard this girl who was clearly in a call center in a foreign country ask me what property I was calling to book with; I said "the one I called," which caused her to fumble around and ask me again what propertyI also asked SPECIFICALLY at the end of the call if she needed my Hilton Honors number, which again caused her to fumble for an answer because her script didn't have a fitting responseAt this point I was tired of dealing with another farmed-out-to-the-Middle-East customer service hassle and figured I would handle it once I arrived at the hotelLong story short, I don't care how many supposed reservations this organization books with their deceptive practices - it should be clearly stated that callers are talking to a third-party agent and may not receive an itemized receipt from the hotel (which I did not) and may not receive their specific hotel-brand membership points (which I also did not).And then, to reply that their representative did nothing wrong & followed policy...if that is policy, I stand by my contention that this is a company out to make profit purely by deceiving callers and I will make certain to search for their hidden logo if ever faced with making a reservation on the fly like I had to do in this case, so that they will never gain business from me again Sincerely, [redacted]

This email is in response to Case #: [redacted] for [redacted] Thank you for the opportunity to review this caseUpon review of this reservation we have found that this reservation was booked online by the customer directlyDuring the online booking process the customer must click on one of our ads to be directed to our websiteWe are a third party booking agency and book Hotel reservations for over 200,hotels worldwideThe customer is provided with all the terms and conditions of the reservation including the cancellation policy during the booking processThese terms and conditions must be acknowledged and agreed to before the booking can be finalizedWe apologize for any confusion that has occurred, however the customer has chosen a non-refundable reservationWe 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 policyThis is their policy and we must complyPlease 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 Desk

Hello, We appreciate the customer responding to this complaintThe $difference between rates was not a service feeSimilarly to how a grocery store sales milk for more than they purchase it for, we up sale the wholesale rates that we receive so that we can make a profitMost of the time, as in this case, we are able to provide our customers with cheaper rates than what would be given to them if they were to book through the hotel directlyDuring the call, we learned that the total price of $USD "including taxes and fees" was quoted to the caller prior to bookingSince there was no error, and because the customer agreed to the amount quoted (which was lesser than the hotel's rate), we will not be processing a refund for this reservationSincerely, Reservation Counter

To whom it may concern, Thank you for bringing this case to our attentionUpon further review of this reservation we have found that our agents have been diligently working with the hotel to resolve this situationOur agents sent an email to the customer on 09/20/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 $We apologize for the delay and the inconvenience this has causedPlease let us know if we may be of further assistance Best Regards,Reservation Counter

We contacted the customer via phone and informed him that we had previously issued a full refund and he all his funds were already reinstatedWe also offered to help him make his desired reservation and match the original quoted priceThe customer declined this offer

Complaint: [redacted] I am rejecting this response because: I request the voice recording be reviewed by the Revdex.com of UtahThese claims by reservation counter are falsehoods Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The bottom line is that this company charged $dollars for "taxes" which appear to be included Even if this were not the case, $exceeds the local city, state, and occupancy tax on a night stay at $ I understand what the company is claiming, but all I can see is Reservation Counter's itemized receipt which charges me an additional $for taxes on top of the room rate of $382, and Best Western's itemized receipt which include the taxes for $I also understand that Reservation Counter claims their website is like Ebay, Craigslist, or possibly more accurate, Backpage, and they claim they have no responsibility whatsoever for the posting or the fictitious taxes collected Since Reservation Counter will not take responsibility for their site, I will follow other paths to help inform people of this predatory third-party booking site Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: although I did receive a call from another supervisor, John, I believe once again there were untruths shared with me There was no confusion on the policy of refundable versus non refunded reservations as that was never an issue, john tried to make that an issue rather than confessing to the shortcomings and misguided practices of the organization Every conversation is full of "back peddling" on behalf of the agents I speak with, or twist of the conversations into areas not relevant to the cause of this complaint I still and always will believe they have a culture of mis-representing offers in effort to over charge consumersI know I would have never received a call from ANYONE at Reservation Counter had this complaint not been filed with the Revdex.comCredibility is lost and was not at all enhanced with the call from John, actually their credibility was lessened if that is possibleNo conversation from Reservation Counter will ever convince me otherwise I have received a full refund at this time and wish for no further communication from Reservation CounterI also will not "accept" any response from the business in hopes other potential clients can be warned of the unscrupulous practices employed by this organization Again I wish to thank the Revdex.com for the opportunity to shed light on the practices of Reservation Counter and their affiliates; expedia and booking.com Sincerely,R Thomas P***

A Reservation Counter supervisor called Tom per his requestHe was not happy with our refund policy, which differed based on whether a customer books a refundable or non-refundable rateTom 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 improveWe listen to our customers, and now have a new streamlined refund policy that delivers exactly what Tom was requesting

Complaint: [redacted] I am rejecting this response because:I need a clarification Is Reservation Counter only refunding $103, or the entire $207.58? If it is only the $103, I am not satisfied with that amount I have, in effect, been charged twice for the hotel--once on my Discover card and once on my husband's Visa I am perfectly willing to pay for the hotel room for the night that he stayed, and if the hotel is alright with charging for only one night (and they got their money), the Reservation Counter should be satisfied, as they are representing the hotel If Reservations Counter is stilling charging me the $103, are they paying that to the hotel? The hotel has already been paid by the Visa Sincerely, [redacted] ***

To Whom it May Concern, We apologize for any confusion the guest may have experiencedOur records show that the guest dialed ###-###-#### which is the number listed on our website at reservationcounter.comWe have reviewed the call and learned that the agent clearly represented herself as an agent for reservationcounter.comThe agent quoted the correct price, read the correct cancellation policy, and informed the caller that the reservation would be charged at the time of bookingWe have emailed the guest and requested the hotel receipt so we can verify any price discrepancyOnce we receive this receipt we would be happy to refund the guest of any price difference

We have reached out to the customer directly to work on a resolutionThe customer can rest assured that if this was an error made by our representative that we will process a refund

Hello, We are sorry to read about the guests experienceWe 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 plansThe rates that are listed on our site are provided to us by the hotel directlyWe do not have the ability to modify or adjust these rates since they are controlled by the hotelIt looks like the hotel provided the customer a different rate other than the one that was supplied to usThis is very concerningIf the hotel would be willing to honor the lower rate then we would have no problem refunding the difference to the customerWe have reached out to the customer and requested that she send us the hotel receipt so that we can verify the price discrepancy Best regards, Reservation Counter

To whom it may concern, Thank you for your continued patience Mr [redacted] has been informed that there has been an exception made in his case and he will receive a refund after the dates of stayCheck out was on February 28, It generally takes - business days for a refund to be credited to a consumers accountIt has been two business days since check outIf you have not seen this refund after the allotted amount of time please contact your financial institutionPlease let us know if we may be of further assistance

Complaint: [redacted] I am rejecting this response because:Reservation Counter was aware that I was calling to cancel, and their response proves that: SEP 19,I l2:29PMMDT Matt replied:Hello ***,Thank you for you patienceUnfortunately we were not contacted until 7:50PM PST on 9/and this reservation needed to be cancelled before 6:00PM to qualify for a refund" Tbe hotel also informed us that they are not willing to modify reservations because this is the same thing as checking out earlyThe cancellation policy specifically states that there are no refunds for early check outThis is the reason that we can not authorize a refund for this reservationI called Reservation Counter from the hotel at 5:pm (well within the time constraints for a FULL refund) Michael, at the hotel, took my phone during that long call and said THEY WERE WILLING TO ACCOMMODATE US We wanted to cancel the last night of our stay, the hotel said they couldn't do it and we'd need to call Reservation Counter, cancel with them and rebook with Motel Reservation Counter says they have a copy of that almost hour-long call, so the proof is there that I not only called to cancel, but the hotel agreed to the change, and my Verizon bill shows that it was within the allowed timeframe Each time I talk to Matt at Reservation Counter, he has a different reason for denying my refund I quickly confirmed with Reservation Counter that they could not change the reservation dates, so I told them I wanted to cancel Louisa put me on hold multiple times, said she called the hotel and they would not accommodate my change, and at that point Michael at Motel got on the call (speaker call) and said that they couldn't have called there because it would have come in to the office where we were He let them know that they were lying and that he would accommodate the change At first Reservation Counter said I called too late (I proved that I called on time), then they said that I didn't specify that I wanted to cancel, and I was on the phone for about minutes while they gave me the run around Also, Matt's response (included above) shows that they were fully aware that I had called to cancel Next, when I was talking to Luis on 9/14/about canceling, he told me that I could have had a full refund if I'd canceled by 6, to which I stated that I did Once I said that, he exited the call quickly and said we would get their response in an e-mail When I told them that, by their contention, I was "too late" to get the full refund, their policy (that I sent you originally) states that I would get a partial refund, which they are also denying Matt says they are denying even the partial refund because they say I didn't call to cancel I have four witnesses that can tell you that I was calling to cancel When I talked to Matt's manager, Sandra, yesterday, she had inaccurate "notes" from Matt and from the call When I pointed her mistakes out to her, she agreed to listen to my call again When I asked for a copy of my call, she refused Sincerely, [redacted] And [redacted] ***

Complaint: [redacted] I am rejecting this response because: I was pre-billed by Reservation Counter for $(plus their $b.sfee) and then billed $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 annoyingPlease help me obtain a refund for one of these sets of charges OCT 31, | 10:38AM MDT Matt replied:Hello ***,Thank you for contacting us regarding this complaintWe have investigated this reservation and found that the customer booked this reservation onlineWhen someone searches for a hotel online, multiple ads pop up and the customer must choose a particular ad by clicking on itOne way to determine what company is represented in the ad is to look at the web addressWe are a third party booking agency and purchase our inventory from the hotelWe 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 atThe 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 refundedSince this reservation was pre-paid, they should not have charged the guest at the time of check-outI was advised that a resolution will be sent to directly to you after the issue is resolvedPlease let me know if you have any other questionswww.reservationcounter.com ----- Sincerely, [redacted]

Hello,We appreciate the customer bringing this to our attention and allowing us to respondWe sincerely apologize if the customer was not aware that he was not booking his reservation through ReservationCounter.comThrough 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, tooMost likely the customer clicked on one of our ads when searching on Google and was directed to our siteI 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 reservationMr [redacted] responded by stating the hotel name and address where he was looking to bookWe did not find any misrepresentation on the part of our sales representative.We also apologize that the customer did not receive hotel rewards pointsAlthough Reservation Counter focuses on finding the best rates on more than million hotels and accommodations, we are not involved in individual hotel reward programsIt 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 complaintBest Regards, Reservation Counter

Complaint: [redacted] I am rejecting this response because: I am very unhappy with how this entire transaction was handledWe do not have a copy of the call so this is as is I guessThis can be settled but I will NEVER do any business with ReservationCounter.com, Expedia or Choice MotelsI think it is a racket and thank you so much ReservationCounter.com for making it look like my identity has been stolen AND giving us such a GREAT deal on our roomWas told it was normally $room and we were able to get it for $and the room through the hotel (which I thought we were dealing with) was a $BRAVO for being sneaky and doing business as usualJob well done Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The Hotel in question has offered to allow reservation center to fully cancel my reservation and give me the correct rate The hotel did not send 23% tax to this company and the Hotel has not received any payment from this company as of yesterday I just spoke to the general manager at the Hampton Inn, Irwin Pennsylvania Her name is Lisa and she has confirmed this hotel has never sent a 23% tax to this company and is still will to cancel my reservation with this company if she hears from them Sincerely, [redacted]

To Whom it May ConcernSorry for the confusionThrough 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, tooWe are constantly working to make our site easier to use and more efficientI have reviewed the phone call and felt that our agent could have done a better job of representing himself as a Reservation Counter travel agentAs a courtesy we will issue a full refund for these reservations considering that these reservations were not usedThe refund will be processed back to the original form of paymentWe were also able to confirm that the Hampton Inn was sold out in our system at the time the guest called to make the bookingWe receive our inventory from the hotel, but often hotels will keep a certain amount of rooms for their own inventory and do not allow others to book those rooms for themThe agent did their best to book you where they could find availabilityWe appreciate the guest bringing this to our attention, and we wish to extend our sincere apologies for any inconvenience that this has causedBest regards, Reservation Counter