Reservation Counter, LLC

Complaint: [redacted] I am rejecting this response because:This is a bald faced lie: "Ms [redacted] 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 property." He said no such thing I argued with him for a good minutes, and even asked him to talk with his hotel supervisor (I told him our even planner was on the phone with them at the time ensuring us that we still had the promised rate) and even then he didn't just say "by the way, I don't work for the hotel" He just insisted that the rate was no longer available!!!! He knew he had a sucker in me, and took advantage I finally got frustrated (because again, I assumed I was talking to the hotel) and told him that our event planner and the hotel could work it out later, which he said would be fine! If he had been honest, why would I have agreed to pay an extra $and not just hung up and called the hotel directly? Makes no sense if he had been honest that I wasn't talking to the hotel Long story short - he mis-represented himself as the hotel, and it ended up costing me an extra $that came out of my personal pocket That's not the kind of business I would want to be associated with Sincerely, *** [redacted]

Complaint: [redacted] I am rejecting this response for the following reasons:(1) The Company's Response does not address the allegations of the ComplaintIt is, rather, a statement delaying a substantive response and suggesting that it requires additional time to respond.(2) The Company's Response indicates it did not even read the ComplaintThe Response is not relevant to the issues presented and is not responsive to the requested reliefThe Response suggests that the pending Complaint can be resolved by some third party's agreement to honor a quoted priceThat is simply not true because the service for which we contracted with the Company was for a hotel reservation almost three months agoThe Complaint describes the Company's failure to procure the reservation for which we paid in advanceThe Complaint notes the Company's admission (twice) that the failure to procure the reservation was its own fault and that it promised (twice) to refund our paymentThe Complaint demands a refund plus reimbursement of the additional cost we incurred to obtain our own accommodations at another hotel at a higher price(3) The statement in the Response that the Company is "still trying to contact the hotel" is demonstrably falseAccording to the Company, its agents spoke with hotel management no fewer than four times between May and June On one of those occasions, I actually joined in a conference call that included the Company's representative and the hotel managerIn that call, the Company admitted for the second time that the error was its own and promised us a full refundThe hotel is easy to contact -- it has a phone number and an address and is open hoursIf the Company cannot contact the hotel, it simply has not triedIt is outrageous for the Company to frustrate this process by claiming it cannot communicate with the hotel.(4) The Company's Response is another in a litany of excuses to avoid refunding the sums we paid in good faith and that it seeks to wrongfully retainIts other stated excuses (as communicated to us at various times between May and June 1) include (a) that someone canceled our reservation; (b) that the hotel's fax machine was broken; (c) that someone else used our reservation; (d) that we have to get our refund from the hotel (with whom we have no contractual relationship and to whom we paid no money); (e) that there was no error and that the reservation was properly documented (after admitting that the reservation was not in place); and (f) that there was a miscommunication.We renew our request that the Company refund the full sum of $to resolve our Complaint Sincerely, J Mark F [redacted]

To Whom it May Concern,Reservation Counter is an online booking company and affiliate with companies such as Expedia, Orbitz, and PricelineWe book for thousands of hotels across the worldIt is not our intention to misrepresent ourselves as the hotelWe work hard to make sure that our customers know that they are booking with and not the hotel by placing our logo on every webpage and our name on every URLWe truly apologize for any confusionCancellation policies are provided by the hotel directly for the rooms that they have given us to sellWe do not have the ability to change these policiesThe cancellation policy that was given to the customer at the time of booking states, Cancellation Policy : Each room in this reservation is subject to the hotel's cancellation policy which is: Booking is subject to a USD change or cancellation feeBookings cancelled after 01/18/2016, 06:PM (America/Detroit) are subject to a fee of USDThere is no refund for no-shows or early checkouts.if the customer chooses to cancel before the 18th they will be charged a one night penaltyIf the customer cancels after the the 18th they will be charged the total amountThis is the hotel's policy and we must comply

To Whom It May Concern, We appreciate the customer contacting us and bringing this to our attentionThe cancellation policy attached to this reservation, and was given to the customer at the time of bookingFor the room type you've selected, you can cancel your reservation up until noon on Monday, February 20th (local hotel time), however the hotel requires payment for the first night's stayYou will be charged for the first night's stay including taxes and feesAny remaining amount will be refunded to youThis is the policy that the hotel provided, and that we are contractually obligated to stand by.Our records indicate that on Feb2nd the customer contacted us and requested to cancelAs a courtesy, we contacted the hotel and they confirmed that they would allow a cancellationOn February 2nd we cancelled this reservation and processed a full refund back to the original form of paymentWe hope the customer finds this satisfactoryReservation Counter

Complaint: [redacted] I am rejecting this response because:Reservation Counter was not upfront with their cancellation policy, which must have been in small print and not clearly displayed because I didn't see it and if I knew I couldn't cancel, I would NOT have made this reservationAlso, this policy is misleading--I made my reservation at 1:30pm January 12, and called customer service to cancel it minutes laterTheir cancellation window ended at noon on January 12--minutes BEFORE I made my reservationThis is a FAKE CANCELLATION POLICY!The business stated that they couldn't refund me because the Holiday Inn had charged them a penalty fee of the first night's stay ($155)Again, another lieI called the Holiday Inn and they said they had no such policyIn fact, the hotel is completely booked out for a soccer tournament this weekend so my room was immediately filledMy confirmation email included a "Pay Later Policy" which states "Your credit card is charged at the time you checkout of the hotel." However, this was also a lie--they charged my credit card the full amount of $for nights stay, days before our travel dates.I do not trust this company and the fact they are so adamant about not refunding me and the hundreds of other customers who have complaints against them, tells me they have a horrible business practiceI realize Reservation Counter will not be helpful in this matter and will now take this up with my credit card company Sincerely, [redacted] ***

To whom it may concern,In response to Mr [redacted] ***'s complaintWe have reviewed this case and verified that our agent made an error and booked this for the wrong locationI believe that this error was not fraudulent since the agent informed the customer before this reservation was made that the reservation was being made at the Super Wheeling located at National RoadUS National Rd & I-70, Wheeling, WV, USThe agent also read the non refundable cancellation policy and the customer agreed to proceed with the reservationIt was not until after the reservation was made that the customer informed our agent that this had been booked at the wrong hotelAs a courtesy to the customer we have offered a full refund to the guestWe hope that Mr [redacted] finds this reservation satisfactory.Best regards,Reservation Counter

To Whom it May Concern, We apologize that the customer did not know that he was booking with a third partyWe apologize for any confusionThrough our many affiliates, we are able to offer competitive rates and can offer the best online hotel availabilityIt is definitely not our intention to misrepresent ourselves as the hotel or as any other entity.The cancellation policy that was provided to and agreed upon states,"There is no refund for no-shows or early checkouts."We understand that the hotel did not charge the customer directly; however, the hotel did charge Reservation Counter for this reservationTherefore, the only way that we can provide a refund back to the customer is if the hotel first agrees to refund Reservation CounterThis will release the funds and allow us to return payment to the customerWhen we called the hotel and spoke to the General Manager, we were informed that the hotel would stand by the cancellation policy and not allow a refund for the early checkoutPlease keep in mind that the hotel and Reservation Counter has the right to stand by the cancellation policy that was agreed upon by the customer when the reservation was booked

To whom it may concern,We apologize for any misunderstanding in our nameThis has been our companies name for a number of yearsWhen our agents begin all phone conversations they are required to identify themselves as a representative of Reservation CounterIn this case the agent did identify themselves properlyWe are in no way trying to deceive the customer as that would involve malicious intentWe want our customers to have a great customer experience and do everything in our power to provide that for themIf we could find an error in your reservation we would be more than happy to offer a refund, however there was no error made on the agents behalf and we are contractually bound to the terms and conditions of the reservation Best regards,Reservation Counter

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

We will not process a refund for this reservation because there was no misinformation provided to the customerDuring the call, our agent clearly told the customer that we did not have the government rate availableDespite this information being given, the customer then booked the reservation onlineBy booking a reservation online, the consumer agrees to all the terms and policies including but not limited to room rate, cancellation policy, and the pre-charging of the credit cardAs stated previously, we do offer government rates, but the room that was booked by the customer did not include this rateBecause this reservation is past dated and the hotel has already charged for the reservation, we do not have the ability to modify the room rateReservation Counter books for thousands of hotels nationwide and offers competitive online pricingWe try to make our site as apparent as possibleWe would invite anyone to visit reservationcounter.com and see that in no way are we attempting to misrepresent ourselves as the hotelEven during the call that was made our travel representative clearly represented herself as an agent from reservationcounter.comAs a courtesy we have issued a refund for the tax charge back to the original form of payment due to the customers tax exemption status, but that is the only refund that we are able to process because there was no error made and the customer was charged for the same rate that was quoted when the reservation was made online

Lisa, I would say that I have no further need to communicate with Reservation Counter, however I would also say that the complaint remain unresolved If that is a possibility that is how I would like to leave itI do not trust anything they say to me at this point and think all of our time would be wasted with future communication with them I would like to leave the complaint unresolved as a caution to other potential consumers/clients I am convinced they have a culture of promising lower rates, overcharging and then having clients "cancel and rebook" and a higher rate than promised yet lower rate than the first chargedI find that to be unscrupulous and in very poor practiceConsumers beware! Thank you for your time Tom

To Whom it May Concern, We appreciate the customer bringing this to our attention and allowing us to make this rightWe receive cancellation policies from the hotel directlyThese policies are unique to each roomOften, hotels will allow us to sell non refundable reservations at a discounted price, or they will provide room with a free cancellation potionWe have verified that a system error occurred which showed this reservation as "free cancellation" rather than nonrefundableWe are so sorry for this error and appreciate the customer bringing this to our attentionWe will be providing a refund of $to the customerBest regards, Reservation Counter

Complaint: [redacted] I am rejecting this response because: The company has refused to take responsibility for how rudely I was treated on the phoneSure, the emails sound cordial enough, but that does not represent the true nature of the conversations that were heldI do not even care about the $at this point, I would just like them to acknowledge the fact that they were acting inappropriatelyAlso, their response was to try and blame the hotel which is not accurateThe hotel itself was very wiling to work with us, the blame goes right back on reservation counterI suppose nothing can be done about their business practices, which is a shame because countless people will be ripped off just like I wasI would like to hope that these companies would receive negative repercussions and not be allowed to continue on as they haveAt the very least I have learned a valuable lesson about how I make reservations Sincerely, [redacted]

To Whom It May Concern,Sorry for the confusionWe are required to follow the reservation and cancellation policies the hotels establish in booking systemThese policies are highlighted before customers complete their booking onlineOur records indicate that the cancellation policy given to the customer at the time of booking stated, "This reservation is non-refundableThere is no refund for no-shows or early checkouts."We apologize that the customer did not understand that she was booking though our siteIt is not our intention to misrepresent ourselves as the hotelWe place our logo at the top of every webpage and have links about our site, terms and conditions, and FAQs at the bottom of every webpageUnfortunately, because the customer booked a non refundable reservation we are unable to process a refund for this reservationBest regards, Reservation Counter

To Whom It May Concern,We appreciate the customer bringing this to our attentionOur records show that this reservation was made online for a hotel in Miami Springs, FLWhen the customer contacted us on Dec(day of check in) the reservation was already inside the hotel's cancellation policy This cancellation policy was given to the customer when they made this reservation onlineWe have since called the hotel and have requested a refund on the customer's behalfThe hotel has informed us that because the reservation was already inside the cancellation policy they would be unable to process a refund for this reservationWe did everything we could to negotiate an exception to the cancellation policy, but ultimately the hotel decided against itWe hope you find this information helpfulBest Regards, Reservation Counter

To whom it may concern, Thank you for your responseWe are a third party booking agency and purchase our inventory either directly from the property or from a provider such as Priceline, Get a Room, Orbitz, etc All our inventory has the cancellation policies attached by one of those entitiesIn the case of this reservation the cancellation policy was attached by the provider and although the hotel may have agreed to the refund, we have yet to receive the approval of the providerWe work diligently with hotels, providers and suppliers to ensure the customer receives the best possible serviceOur records indicate that our agents have been in contact with this customer and have advised them that we are still working on this case however we are still awaiting a response from the providerDue to the nature of the cancellation policy, being non-refundable and the fact that this reservation could not be finalized without the customer acknowledging that they agreed to the terms and conditions of this reservation we cannot guarantee a refund on this reservation Best Regards,Reservation Counter

Complaint: [redacted] I am rejecting this response because: It is clear the business is not interested in satisfying my complaint or in obtaining a satisfactory outcome; therefore I will not pursue this further I really appreciate the actions of the Revdex.com on my behalf Thank you! Sincerely, [redacted] ***

To whom it may concern, Thank you for the opportunity to review this reservationWe have investigated the call recording for this reservation and found that the agent provided a recap of the hotels name and location for the customerHe specified the Sandman Signature Vancouver Airport Hotel and Resort and the customer confirmed that this was the correct hotelThe customer agreed to all the terms and conditions on this reservation before it was finalizedWe are contractually bound to these terms and conditions and cannot offer a refund for this reservationPlease let us know if we may be of further assistance Best Regards,Reservation Counter

We have reached out to the customer to discuss what happened, and will do everything possible to come to a fair resolution

Our Tier team has reached out to the customer via email to work out a resolution The team will review the recording and if indeed there was an error made by our agent the customer will receive a full refund for the error