Reservation Counter, LLC

Complaint: [redacted] I am rejecting this response because: the phone call I received was from of the original supervisors, Alison N***, and I was wishing to speak with someone higher up in the organizationAlso the written response from the business is factual however the phone call I received was full of more statements, misleading statements and probably out and out lies; in effort to persuade me to accepting and closing this complaint I called the # again today just to inquire on recent policy changes that Alison told me "Had just gone into effect days prior to her calling me" The agent on the line today told me the policy of a partial refund due to error on the agent part has been in effect during her entire months on the job (Obviously this was not offered to me until after the complaint was filed with the Revdex.com.) The agent also told me today the no customer could ever be denied talking to a supervisor upon request - (again this was not my experience until the complaint was filed) Lastly when I specificity ask Alison if the only reason I was getting a call from her on that day was because I had filed a complaint with the Revdex.com, she said , "no sir I have been working with my supervisor to resolve your issue for days and get this policy changed." I believe that statement to be a flat out lie! Ironically the requests made in my initial complaint was a phone call and policy change - and within minutes after the call ends I received notification from the Revdex.com that the business has responded and those were the two things called out in their response At this stage I believe Reservation Counter to be an unscrupulous business with horrible business practices and even worse customer serviceI also believe there will be no acceptable resolution they could offer to appease me, I feel this way because of the horrible way I was treated initially and complete trust was destroyed when they called after I contacted the Revdex.com with more statements and liesI will never use this business or any affiliates attached to them .(Expeida) I would like to thank the Revdex.com for offering the opportunity to expose this organization and operating in good faith for a solutionBut for a resolution to occur, Reservation Counter would have to operate in good faith as well and I do not believe that exists in their cultureSincerely,R Thomas P***

Hello,We appreciate the customer bringing this to our attention, and apologize for any confusion Through our partnerships with brands like Expedia and Priceline, Reservation Counter works with a wide variety of hotels to help people access the most hotel choices at competitive ratesWe apologize if there was confusion surrounding our websiteWe show the hotel logo to make it more convenient for our customersWe also show our name and logo at the top of every webpageOur rates are provided to us from our many providersThese rates are subject to change based upon availability and demandOften, our rates are better than the hotel's walk in rateWe have reviewed the call recording and verified that our agent quoted the correct total charge of $This is the same amount that was charged to the customerBest regards, Reservation Counter

To whom it may concern, Thank you for bringing this case to our attentionWe have investigated the sales call that pertains to this case and found that the agent provided a recap of this reservationThe agent read the name of the hotel and provided the exact address to the propertyThe agent asked the caller if all the information provided in the recap was correct and the caller agreed in the affirmativeThe agent then provided the cancellation policy by reading it verbatim and the caller agreed to finalize this roomThe 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-refundableThere is no refund for no-shows or early checkoutsThe $USD fee included in the total is non-refundableWe do not charge any additional change or cancellation fees.We 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 complyPlease let me know if there is something that I am not understanding or if there is anything else we can do to assist youBest regards,Reservation Counter

To whom it may concern, Thank you for bringing your case to our attentionWe have reviewed your reservation and found that this reservation was booked online by the customer directlyWhen 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 atOur online system provides the entire address of the hotel for the customer on separate occasions before the reservation is finalizedThe customer agreed to all the terms and conditions of this reservation including the location of the hotel itselfWe have attached the copy of the receipt we have in our system for this reservationPlease let us know if we may be of further assistance Best Regards, Reservation Desk

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] ***

We requested from the customer, for verification purposes, to provide a receipt that provides a lower priceWhen the customer does provide their receipt we will then issue a refund for the difference

To whom it may concern,Thank you for giving us the opportunity to investigate this caseReservation Counter is a third party booking agency and we purchase our inventory directly from the hotelAs an online booking company, we are contractually bound to the hotel rates that are passed on to our providersIf 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 differenceIn 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 publicWe qualify for these rates since we purchase hotel rooms in bulkIn 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 providedWe 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 attachedWe are contractually bound to adhere to the terms and conditions that the hotel puts in placePlease let us know if we may be of further assistance Best Regards,Reservation Counter

Complaint: [redacted] I am rejecting this response because:Their site is intentionally misleading made to mirror the hotel sitesThe cancellation policy was not determined by Hilton - and this was confirmed to me on february by a Hilton representativeReservation desk has assigned this policy arbitrarily Sincerely, [redacted]

To Whom it May Concern,We appreciate the customer bringing this to our attentionThrough our partnerships with brands like Expedia and Priceline, Reservation Counter works with a wide variety of hotels to help people access the most online hotel choicesThe 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 shown 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 customerUnforuntatly, we are unable to process the refund without the hotel's permission since the hotel has charged us for the $rate We kindly asks that the customer send us the hotel receipt showing the lesser rate of $We would be happy to contact the hotel regarding the customer refund request once this information is receivedBest Regards, Reservation Counter

To whom is may concern, Thank you for contacting us regarding this complaint on the customers reservationWe have reviewed the reservation and found that our agent informed the customer of all the terms and conditions on their reservation including the cancellation policy which is nonrefundableThe customer agreed to finalize their reservationWe were then contacted by the customer with a request to cancel their reservation and have been in negotiations with the hotel trying to waive the penalty on this non refundable reservationWe were able to obtain a full refund for the customer which will be processed in the next - business daysWe have contacted the customer directly as wellWe hope this resolution is acceptablePlease let us know if we may be of further assistance Best Regards,Reservation Counter

Complaint: [redacted] I am rejecting this response because: I simply do not agree, and honestly never will The name of the business is vague for a purpose: to confuse and deceive the customerWhether this is malicious or not would only be known by the business owner/creator Regardless, its purpose is self-serving with respect to the business and at the expense of the customer The agent did not clearly and unequivocally disclose that he is an agent for a 3rd party reservation centerThis information should be clearly stated to all customers as they are completing a transaction, just as your cancellation policy is outlined Why is this information on one of your phone prompt messages and not the other? Clearly you do not understand my complaint and cannot accept responsibility for your business practices I have learned my lesson and am happy to share that in reviews of your business Sincerely, [redacted]

To whom it may concern, Thank you for your continued patienceIt is common practice for a company to have their employees answer their phone calls with the name of the companyOur agent clearly identified themselves as a representative of Reservation Counter.comThey did not use the name Sleep InnThey confirmed the location for which the customer would like the reservationThe caller agreed to all the terms and conditions of this reservation including the total price before it was finalizedHotel rates are subject to change based on availabilityThe hotel informed us that this reservation was used in fullWe have called the hotel regarding your refund request however they have informed us that they would not be willing to process a refund due to their cancellation policyThis is their policy and we are contractually bound to complyPlease let us know if we may be of further assistanceBest Regards,Reservation Counter

Refunded on Nov 7th $50, this case was closed in our system as customer ok with resolution

To whom it may concern, Thank you for bringing this to our attentionWe 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 authorizationPlease let us know if we may be of further assistance Best Regards,Reservation Counter

To whom it may concern,Thank you for your continued patienceThis reservation was made by the customer directlyDuring the online booking process the customer is responsible for entering all the information required to finalize the bookingThe customer called our support line and requested a cancellation of night onlyWe have been in contact with Bonotel who agreed to a one time customer courtesy to modify the dates of this reservation and refund night onlyThis customer agreed to this refund of night and a full refund was never offered to the customerPlease let us know if we may be of further assistance Best Regards,Reservation Counter

Greetings,Our records indicate that the full refund was processed on March 7thDepending on the customer's credit card provider it could take an additional to business days for the amount to be posted to the customer's accountWe hope that the customer finds this information helpful Best regards, Reservation Counter

To whom it may concern, Thank you for the opportunity to review this caseReservation Counter.com is a booking agency that makes reservations for over 200,hotels worldwideWe are not directly affiliated with these hotels or their managementWe have contacted the Clarion Inn who informed us that they oversold their inventory and offered to relocate this customerThe customer agreed to the relocation and used the rooms for the agreed upon dates of stayDue to this customer utilizing the rooms at the hotel they were relocated to, at the expense of the Clarion Inn no refund will be offeredThis is the hotels decision and we are contractually bound to complyPlease let us know if we may be of further assistance 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 stayHowever, 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 bringing this to our attention and allowing us to respond to this complaintWe received a call on August 12th from the customer requesting to book a reservation in AtlantaUpon listening to the call we verified that the customer requested to be booked in a Hampton Inn in Atlanta GeorgiaDuring 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 policyThe caller verified that this information was correct and proceeded with the bookingAfter the reservation was booked, our travel specialist read the itinerary to the caller confirming that the reservation had been madeA 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 reservationWe must stand by the non refundable cancellation policy that was agreed to at the time of bookingBest regards,Reservation Counter

To whom it may concern, Thank you for bringing this case to our attentionWe have researched this case and have found that this reservation was made online directly by the customerAt the time of booking the customer is shown all the inventory we have available for the hotel they would like to stay atIn this case the reservation that the customer chose had this cancellation policy attached to it: Each room in this reservation is subject to the hotel's cancellation policy which is: Cancellations before 05/20/2017, 06:PM (America/Denver) are fully refundableBookings cancelled after 05/20/2017, 06:PM (America/Denver) are subject to a fee of night's room and taxThere is no refund for no-shows or early checkoutsThe $USD fee included in the total is non-refundableWe do not charge any additional change or cancellation fees.We apologize for any misunderstanding however we are contractually bound to this cancellation policy and must abide by the terms thereinPlease let us know if we may be of further assistance Best Regards.Reservation Counter