Reservation Counter, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I do however think the company is trying to trick people into thinking they are booking with the hotel directlyThey should change this practice as it is fraudulent
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

To Whom it May Concern,We appreciate the opportunity to respond to the customerReservation Counter is a legitimate online booking companyWe book for thousands of hotels worldwide and place our logo on every web page in order to avoid confusionIt is not our attention to misinformWe apologize
if there was any confusion We have verified that there were no government rates available on our system at the time of bookingWe also learned that our sales agent was correct when stating that it was not available on our systemThe room that the customer booked for is Standard Suite One King and One SofaThis room did not quote a government rate because it was not available. The majority of our reservation are prepaid and are charged at the time of bookingIf there is an error, or if you have a change of plans, you can cancel your reservation within the allotted time for your full refund. As a courtesy to the customer we will refund the tax charge back to the original form of paymentHowever, we will not be able to alter the rate that was quoted to the customer when he made this reservation onlineThis reservation was never canceled and the reservation was used

To whom it may concern, Thank you for contacting us regarding this case. I have been working on your refund with the hotelI have looked through all our records and have found that this reservation was never cancelled through us or our providerIt appears that the hotel cancelled
this reservation without contacting usThe hotel has agreed to offer refund in the amount of $552.60, and I will also process the refund for the $booking service feePlease allow - business days for these refunds to be credited back to your accountWe are unsure why your reservation was cancelled by the hotel and apologize for the inconvenience this has causedPlease let us know if we may be of further assistance

Hello,Attached you will find that the refund was processed from our side on Oct20thDepending on the credit card provider, it may take an additional 2-days for the transaction to appear on the billing statementIf the guest is still unable to see this refund please contact your credit card provider directly and they will provide you with the appropriate information and time frame.Best regards,Reservation Counter

Complaint: ***
I am rejecting this response because:my conversation with the man regarding the reservation was not very clear as he spoke very softly and was from what I gather a Indian accent with no disrespect.I called the hotel earlier today and the guy said he has had these same similar complaints from other people.I did not see any other signs on the web page as I googled the site and up pops the hotel I was searching.I do not recall anyone saying it was not the Holiday inn Express or make it specifically clear.I again called and told him my concern and he agreed as to this happened to others as well he says going direct is cheaper which is true after I checked by about going direct with the hotel and would have if not for the 3rd party manipulating or statigically placement of the way they set up their adOne The 1st things I see was the hotel on the web site along with the name holiday in express
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:1: No payment has been received.2: I did not cancel my reservation as stated I arrived and checked in at the motel leaving one day early.3: This is a simple request and done easily by all hotel that I stay in over the last years, and I would not have to go through all of this if I had not used your bogus spoofing website
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: to whome it may consernI called to the hotel on April and April I talked to the manager of the hotelShe double checked all information and sent me a receiptIt was a corrected receipt for $(it was $in the first receipt) because they have different rates depending on a dayI asked her about the difference between $(Reservation Counter charged when I made a reservation) and the new amount of $and if they could refund me moneyThey can’t do it because Reservation Counter paid for me, and this third company should refund the differenceIn the last message from Reservation Counter it said that they “contacted the hotel directly and they did not agree to honor the rate on the receiptBecause the hotel has already charged us for this reservation, we are unable to process a refund without their authorization.“ (Compared with a personal message from Reservation Counter I got by mail on April 24.) “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 policyThis is their policy and we must comply.” The hotel charged only $569.61, the rest amount is in Reservation Counter’s pocketI stated that this is reservation scamI contacted Reservation Counter on April and did not get reasonable answer about the difference, except the information that this is a tax of the state Texas, but it’s not trueAccording to the receipt from the hotel, taxes of the state are lowerAgain, when I agreed and confirmed my reservation on phone, I was sure that this was the hotel and they “froze” my money before check out
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:what the company is failing to mention is that I asked about the fees and she said we don’t get a breakdown but it includes cleaning fees and such from the hotel I spoke to the hotel and no such cleaning fees are charged The fees stated on the call had nothing to do with the hotel The reason I agreed is because when she said these are hotel cleaning fees I thought I would get charged the same thing no matter who I went through Due to a funeral I am forced to stay at thus hotel so I knew changing the hotel wasn’t an option and I would have to accept all fees charged by the hotel I even stated to the representative at one point that I should go somewhere else to book and she stated the fees were the same The agent was not being truthful and therefore lied to me as a customer saying these were hotel cleaning fees Beyond ridiculous that this company does business by scamming people by lying about what fees are for
Sincerely,
*** ***

To whom it may concern, 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 reservation. 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 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 Counter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello, We appreciate the customer bringing this to our attentionWe do feel like the agent could have done a better job of explaining the amenities of the room to the callerWe would be happy to issue a refund for this customerWe will reach out to the customer directly regarding refund
details. Thanks, Reservation Counter

To whom it may concern, That is good news that you have reached a resolution with the hotelWe will close this case on our end. Best Regards, Reservation Counter

Complaint *** for *** ***Dear Ms***,We are replying in response to the letter we received from you regarding a hotel booking by *** *** with our company reservation-desk.comWe have investigated this case and have found that the booking agent informed Ms*** that he
did not have access to the block of room rateHe explained that it is either sold out or being held directly by the propertyThe agent offered Ms*** the lowest rate he had available at that time and the customer agreed to book at that rate. When we contacted the hotel regarding the complaint of the hotel not finding the reservation the hotel confirmed that they did have the reservation and they charged Ms*** a second timeDue to the double charge the hotel processed a refund of their charge back to the customer. We appreciate you bringing this issue to our attention and for giving us an opportunity to make it rightWe book up to 10,reservations per day and provide an honest, transparent, and professional experience to our customersThough we receive an occasional complaint, it is a very small percentage of our customersThough this percentage is small, we take these complaints seriously and want to avoid having a customer go through the same negative experience.Best Regards,Reservation Desk

Complaint: ***
I am rejecting this response because: They led me to believe they were in fact The Embassy Suites Savannah web site and not a 3rd party vendorThey used the web site pictures and booking infoThey did not state they were a 3rd party verdor and were adding service and on line booking charges
Sincerely,
*** ***

To whom it may concern,We appreciate the customer bringing this past reservation to our attentionWe sincerely apologize for the confusion and the inconvenience that the guest experiencedIt sounds like our usual service wasn't followed in your case, which is concerning to meTypically in these
cases, reservations are faxed/emailed to the hotel as soon as your reservation is confirmedIn this case, it seems like the original fax was not receivedWe sincerely apologize for any inconvenience that this may have caused you, and are glad that we were contacted and able to resend the confirmation to the hotelBecause this reservation was used and because the hotel has already charged for this reservation from April, we are not able to process a refund at this time.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, tooAll of the hotel content listed on our site in given and controlled b the hotelWe do our best to make our site as apparent as possible by placing our logo on the top of every webpageWe also listened to the sales call and learned that our agent greeted the customer by stating, "Thank you for contacting Reservation CounterHow can I assist you today?" We take misrepresentation claims very seriously; however, in this case we found that the agent never informed the customer that he was a representative of the hotel and was clear that he represented Reservation CounterWe apologize if the guest was confusion about how his reservation was being made.Best regards, Reservation Counter

To Whom it may concern, Thank you for bringing this case to our attentionI have researched through the notes and recordings on this reservation and found that when the customer called our place of business the agent answered the call by identifying themselves as a representative on
Reservation Counter dot comThe agent proceeded to help the customer in obtaining a reservation as requested. Although Reservation Counter focuses on finding the best rates on more than million hotels and accommodations, we are not involved in individual hotel reward programsUse of hotel points must be addressed through the hotel directlyWe apologize for any confusion in this matter however the agent followed proper procedure and the guest was accommodatedWe have refunded the booking service fee as a customer courtesyPlease let us know if we may be of further assistance. Best Regards,Reservation Counter

To whom it may concern, We are unable to investigate this complaint as we cannot find a reservation with the information that has been providedPlease provide an itinerary number so that we can move forward with our investigation. Best Regards,Reservation Counter

Complaint: ***
I am rejecting this response because: They are stating that it is hotel policy, but when I contacted the hotel directly on 5/17/a representative named Rae informed me the hotel policy was free cancellation before 6pm the day before the stay. I was not informed by the representative that I would be charged for cancellation prior to that deadline, I was clearly informed in an email that there was NO cancellation fee prior to cancellationIf it is a mistake then rectify it by refunding my card the balanceThere is no way I would have booked the room with the understanding there was a cancellation fee of a full nights stay
Sincerely,
*** ***

To whom it may concern, We have reviewed the call recording and we found that the agent provided the best rate she had available at the time of bookingThe agent provided a recap of this reservation and informed the caller that the total cost including taxes and fees would be $and would be charged todayThe agent asked the caller if all the information was correct and if she could proceed and the caller agreed in the affirmativeHotel rates are subject to change based upon availabilityWe apologize if there was any confusionWe 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 complyWe are contractually bound to the terms and conditions the hotel sets on the reservations we purchase from them. We receive our rates from the hotel directly and do not have the ability to modify or change these ratesThis 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 differenceIn this case, we have contacted the hotel directly and they did not agree to honor the rate on the receiptBecause the hotel has already charged us for this reservation we are unable to process a refund without their authorization.Best Regards,Reservation Counter