Reservation Counter, LLC

To Whom it may concern, Thank you for reaching out to us and explaining the situation.  Reservation Counter is recognized by the biggest brands in travel and successfully books more than 10,000 room nights every day. However, when mistakes happen as a result of technology, human or...

consumer error, we want to fix them fast and fairly. After reviewing this reservation we were able to verify an error in the information that was provided and have offered the guest a full refund. Please let us know if we may be of further assistance.

To whom it may concern, Thank you for your continued patience. I have reviewed your support call that was placed on 09/14/2017 at 6:50MST. The call recording showed that you requested a cancellation of the last night on both of the rooms on the reservation.Because we are required to follow the hotel reservation and cancelation policies hotels and hotel supply partners establish, our agent informed you that she would need to call the hotel supply partner to try to get your request approved. The hotel partner reviewed the request but was not willing to cancel the last night on the reservation due to the cancellation policy. This reservation did not allow changes or early check outs. The cancellation policy states:Each room in this reservation is subject to the hotel's cancellation policy which is: Cancellations before 09/14/2017, 06:00 PM (America/Los Angeles) are fully refundable. Bookings cancelled after 09/14/2017, 06:00 PM (America/Los Angeles) are subject to a fee of 1 night's room and tax. There is no refund for no-shows or early checkouts.The call recording showed that you did not request a cancellation of the entire reservation and you agreed to have your case escalated. Upon this next review, we found that the first sales agent shared the cancellation policy exactly as stated above with you and you agreed to it to finalize this reservation. You also asked to consider your request because your call began before the deadline on the cancellation policy. At that time you did not ask to cancel the entire reservation.Since our first request on your behalf, we have made multiple additional attempts sharing all this information with the hotel and hotel supply partner in hopes that they would agree to refund this reservation. However, they will follow the established cancellation policy on this reservation.We are sorry we could not resolve this otherwiseBest Regards,Reservation Counter

Hello, We appreciate the customer bringing this to our attention and apologize for any confusion.  We are required to follow the reservation and cancellation policies the hotels establish in booking system. These policies are highlighted before customers complete their booking online...

or shared by our agents with customers booking on the phone. The cancellation policy associated with this reservation states,Cancellation Policy:Each room in this reservation is subject to the hotel's cancellation policy which is: Cancellations before 10/11/2016, 12:00 PM (America/New York) are fully refundable. Bookings cancelled after 10/11/2016, 12:00 PM (America/New York) are subject to a fee of 387.40 USD. There is no refund for no-shows or early checkouts.This cancellation policy remains the same regardless of when the reservation was made. When the customer made this booking on October 13th, the reservation was already inside the cancellation policy. We apologize for the inconvenience, but we are contractually bound to the policy that was agreed upon when the reservation was made. Best regards, Reservation Counter.