Reservation Counter, LLC

To Whom It May Concern, We appreciate the customer bringing this to our attentionReservation Counter is an online booking company and books for thousands of hotels across the nationThe rates and policies listed on our site our provided by the hotelThe cancellation policy that was attached to the reservation that the customer made online states,Cancellation Policy:This rate is non-refundable and cannot be changed or cancelled - if you do choose to change or cancel this booking you will not be refunded any of the paymentBecause of this cancellation policy, we are unable to process a refund unless we receive direct permission from the hotelWe have contacted your hotel regarding your refund request, but unfortunately the hotel decided to stand by their cancellation policy and charge for this reservation because the reservation was tagged as a no showIt is also important to note that Reservation Counter was not contacted regarding this cancellation request until the day after check inThe hotel along with Reservation Counter, reserves the right to stand by the cancellation policy that was quoted to the customer at the time of booking

To whom it May Concern,We appreciate the customer bringing this to our attentionWe have reviewed the call and found that our agent did provide the wrong information to the customer regarding the age of check inWe are extremely sorry for this error that occurred and for any inconvenience that this may have caused the customerThe hotel has different check in policies during Spring Break then they do for the rest of the yearWe have already reached out to the customer and will be processing a full refund back to the original form of paymentWe hope that the customer finds this resolution satisfactory.Best regards,Reservation Counter

To whom it may concern, Thank you for bringing this case to our attentionWe have reviewed the reservation and found that our agent informed the caller of all the terms and conditions of this reservationThe agent also informed the caller of the cancellation policy and that his card would be charged "today" at the time of purchase The reason we charge at the time the reservation is made is to guarantee both the room and the best rate possibleOnce the credit card is charged no changes can be madeThe customer agreed to this reservation at the time of bookingPlease let us know if there is something I am not understanding or if there is anything else we can do to assist you Best regards,Reservation Counter

Complaint: [redacted] I am rejecting this response because:This is criminalThe deception is incomprehensibleI will not settle for less than a full refundThere is no reason for me to lose $on this transactionI WANT MY MONEY BACK Sincerely, [redacted]

To whom it may concern, We appreciate the customer bringing this to our attention and allowing us to respondWe are willing to process a refund to this customer since we have received authorization from the hotel managerUnfortunately, we are unable to process a refund at this time because the customer has disputed this charge with his bankWe do not have the ability to charge or refund the customer until the dispute is resolved and the hold is taken off of the transactionWe have emailed the customer and advised him to contact his bank and to let us know when the dispute is removed Best regards, Reservation Counter

Complaint: [redacted] I am rejecting this response because: I was never informed that you were a third party or that you would be "upping" the room rate at any point during my telephone conversationI was never told or advised that you would be making a profit in any way from my booking.This is misrepresentation of your company and of your services offeredThat is clearly in the hands of your representative and I urge you to playback the telephone recording of the conversation and provide valid proof that your company legitimately represented itself by disclosing that you are a third party and intended to profit from my booking a hotelIt is irrelevant how you overcharged or the manner in which you did soIt was representation and fraudulentI thought I was calling the reservation service for the hotel chainI was at no point ever advised the contraryI have read numerous complaints on the Revdex.com which highly mimic mineSo it is obvious that your company is not conducting business in an honest manner and your company has misrepresented itself to many more people other than myselfThis exact situation seems to be a pattern with your company and it appears you are not willing to change the issue or rectify the situationThis was not merely an oversight but appears to be the way you do businessIt is very deceptive to customers who don't realize they are talking to a third party service and have no clue that the room rate will be "upped"I would like a refund of $in which is the difference of the actual hotel charge and what you charged me Sincerely, [redacted]

To whom it may concern, Thank you for bringing your case to our attentionReservation Counter is a booking agency that makes reservations for over 200,hotels worldwide, and our customers are very important to usWe have investigated this case and found that this reservation was made online by the customer directly It appears that although the hotel agreed to refund this reservation, our provider has stated that they will stick to the cancellation policyWe are contractually bound by those policies and must complyHowever, due to the Thomas fire we have sent another request to our providers escalation department requesting that they reconsiderWe will follow up with the customer as soon as we get a responseWe apologize for the inconvenience this has caused Best Regards,Reservation Counter

Complaint: [redacted] I am rejecting this response because: This travel was government related A government rate was available, regardless of what system Reservation Counter uses or has access to This situation could have been immediately avoided, had Reservation Counter suggest that I contact the Homewood Suites or Hilton Reservation System - whom I believed I was dealing with in the first place Otherwise I would have hung up the phone and ensured that I was contacting the Homewood Suites/Hilton directly As stated previously, I had every reason to believe that I was reserving a room (not paying for one) and that further adjustments to billing (for government rates and credit card billing) could be made upon arrival, as I have done dozens of times in the past Clearly, I would have no reason to enter into this billing with Reservation Counter - If I understood that I wasn't going to have the opportunity to change the credit card being billed or receive a rate within the maximum daily rate for government lodging, I would have never made this reservation (really a booking) in the first place.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I have not yet received the refund on the unused roomReservation Counter's statement that "We are contractually bound to these policies as part of our purchase agreementWe cannot make changes or modifications without the hotel and room provider approval" may or may not be true, but this fact is both irrelevant and misleading as it applies to this case for two reasons: AReservation Counter's contract with me (as well as with all other customers) clearly states that modifications can be made as per their own contract wording: "You may cancel or change your prepaid hotel reservation"Their contract with the hotel has no bearing on their contract with me BIf as Reservation Counter states they "cannot make changes or modifications without the hotel and room provider approval" then all they needed to do was call the Hotel and notify them of this changeThere contractual obligations to the hotel does not prevent them from fulfilling their contractual obligation to their customers by calling the hotelI know for a fact that this would have been acceptable to the hotel as I personally called the hotel and was able to cancel the room without penaltyBut this cancellation resulted in Reservation Counter receiving the refund rather than myself who paid the original charges Reservation Counter needs to admit responsibility for violating their contact with me and must cease and desist from from such future behavior Sincerely, [redacted]

To Whom it May Concern,We have sent the customer a copy of the fax that we sent to the hotelIt is evident from the fax that was sent as well as from the guest's confirmation that we sent the room verification to the hotel as a Deluxe RoomUnfortunately we are unable to process a full refund because the hotel claims that they gave the guest the correct room type and denied any refund request.We apologize for any inconvenience that the guest may have encounteredWe have refunded the guest a 10% refundThis is the total commission amount that we received from the hotel and is the full amount that we are able to refund without the hotel's permissionWe hope the guest finds this satisfactory.Reservation Counter

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 website We 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 reservationAll room assignments are done by the hotel directly and are based on a first come first serve basis 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 complyWe have reviewed all the contact that was made by our agents to the customer and have found that the agents were professional in their explanations to the customer regarding this reservationPlease 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

Complaint: [redacted] I am rejecting this response because:Just because you are unable to duplicate a system error, does not mean it cannot happenI am very familiar with computer systems and web pagesMy son is the I.TSystem Manager at my place of business and has said that it is very possible for an error to happen only a few times or even onceI have also consulted with other computer experts highly regarded in their field, agreeing with me alsoPart of my complaint also is that it is extremely unfair to not be able to cancel a reservation with in minutes of making it, especially when there was a system error Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have not received a refund and keep incurring overdraft charges at my bank Sincerely, [redacted]

To Whom it May Concern,We apreciate the customer bringing this to our attentionReservation Counter is an online booking company and books thousands of reservations on a daily basisBecause our providers purchase thousands of hotel rooms daily we are able to offer wholesale ratesThe receipt that the customer recieved is the whosalerate that shows the amount the hotel charged Reservation Counter for this roomThis rate is not available to the general public and should not have been shared by the hotel to avoid confusionWe are currently waiting for the customer to sent us the hotel receipt so we can verify any discrepancy and take further action.Reservation Counter

To whom it may concern, Thank you for your continued patienceWe are contractually bound to the cancellation policy that is placed on the reservation by the hotel directlyWe cannot offer a refund as we have contacted the hotel and they have denied the refund due to their policyThe customer agreed to this reservation and the location for which it was madePlease let us know if we may be of further assistance Best Regards,Reservation Counter

To whom it may concern, 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 ad 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 hotels and/or providers such as Priceline, Orbitz, etcWe 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 finalizedThe prices quoted are directly from the hotel and can change as demand for rooms increaseThe taxes and fees are standard, but they cannot be calculated until check outWe apologize for the confusion this causedThe cancellation policies are attached to our inventory by the hotel at the time of purchaseThese are the hotels policies and we are contractually bound to the terms thereinIf we can be of any further assistance, please let us know Best Regards, Reservation Counter

To whom it may concern, We appreciate this customer bringing this to our attention, and appreciate the Revdex.com allowing us to respond to this complaintForemost, we wish to extend a sincere a sincere apology to the customer for any confusion that may have been createdUpon listening to the call we verifies that at the time of booking our agent quoted the Manor Motor Lodge Room to the callerThe caller then informed the agent that she wanted to book for that room typeAt no point during the call did we verify that the customer asked to be booked in the "Tower Part" of the hotelOn June 30th we received an additional call from the customer requesting to cancel the reservationBecause this request was made inside the cancellation penalty we needed to receive approval from the hotel in order for us to be able to cancel and refund the guestWe called the hotel and spoke with Hilda, who is a managerShe informed us that they would not allow a cancellation and refund because the reservation was inside the cancellation penaltyWe communicated this information to the guest on July 1stWe hope that this information is helpfulBecause or refund request was denied, we are unable to issue a refund at this timeBest regards, Reservation Counter

To whom it may concern, Thank you for your continued patience. The cancellation policy on your reservation states: Please note, if cancelled, modified or in case of a no-show, the total price of the reservation will be charged. The $14.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees. This policy was agreed upon by the customer before the reservation could be finalized. However, we will waive the $14.99 service fee as a one time customer courtesy. Please let us know if we may be of further assistance. Best Regards,Reservation Counter

Complaint: [redacted] I am rejecting this response because:I just called the number listed in the businesses e-mail and got a message stating they are busy and that someone would call me back I am happy they responded but upset that this claim seems circular The hotel tells me they can't refund the money because reservation counter has it and reservation counter says they can only do what the hotel says I need reservation counter and the hotel to discuss this matterAlso neither party is addressing the fact that when we checked in we were billed again despite saying we had already paid It was not until we put our request in writing and provided the reservation counter receipt that we were issued a refund These businesses need to communicate and issue us a prompt refund Providing a number where I leave a phone number is not resolving this issue Sincerely, [redacted]

To whom it may concern, We appreciate the customer respondingWe apologize that the customer was confused Reservation Counter books for thousands of hotels worldwideAs we reviewed this call we verified that our agent clearly identified himself as a representative of reservationcounter.comWe also verified that the reservation was made as requested, and at no point did our agent represent himself as the hotelAs a courtesy we issued a $refund to the guestThis refund has already been accepted by the guestWe hope the customer finds this resolution acceptableReservation Counter