Reservation Counter, LLC

We are rejecting this Arbritration Offer because this case has been solved and a resolution has been found between Reservation Counter and the customerWe have contacted the hotel and the merchant and have agreed to the mutual refund of $The hotel should not have shared the wholesale rate with the customer because it was the price that they charged our company and not the price that should have been given to the customerWe are glad we could rectify this hotel error and appreciate the guest bringing it to our attention We truly apologize for any inconvenience that the customer may have experiencedIt is also frustrating to us when the hotel shares a rate that is not available because it can cause so much confusionWe hope that the guest is pleased with this resolution I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID [redacted] ,I understand that because I have decided to not pursue arbitration that Revdex.com must close my complaintI have decide to pursue legally or via other avenues Regards,

Complaint: [redacted] I am rejecting this response because: I have sent them my hotel receipt twice already, the first time being over a week ago, yet I have still seen no refund

To whom it may concern, Thank you for bringing this to our attentionWe are a third party booking agency and receive our rates from the hotel directlyWhen we purchase our inventory the taxes and fees have already been attached in a bundle and we 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 lower rateBecause 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

Hello, We appreciate the customer's responseWe have spoken with the customer on the phone and have located their reservationAs a courtesy, we have issued a refund of $to the customerWe apologize for any inconvenience that the customer may have experiencedIt is also worth noting that we have listened to every recorded phone call on record, and were unable to locate any instance of mistreatment or cursing to the customerAfter speaking with the customer on the phone, we verified that there was no cursing or mistreatment by any Reservation Counter employeeWe hope that this email clears up any confusionBest regards, Reservation Counter

To whom it may concern, We appreciate the customer bringing this to our attentionWe spoke with the customer on the 24th and resolved this issue Best regards, Reservation Counter

To whom it may concern, Thank you for the messageWe reviewed this reservation and found that it was booked online by the customer who went directly to our websiteSorry for the confusion that may have occurredThe customer was provided the terms and conditions of the reservation, including the cancellation policy during the booking processBefore the reservation can be made a customer must agree to the terms and conditions that we are obligated to follow and that are set by the hotelAlthough the customer agreed to a non-refundable reservation, we called the hotel about the refund request, which was deniedPlease let us know if there are other questionsBest regards,Reservation Counter

To Whom it May Concern,We sincerely apologize to the customer for any confusionReservation Counter is an online booking company that books for thousands of hotels worldwideWe purchase rooms at a wholesale rate and are able to offer guests discounted online ratesWe have received Mr [redacted] 's complaint and have reviewed the call recording in order to verify any agent errorFrom this call we learned that our agent clearly informed the caller that they had reached reservationcounter.com and at not time misrepresented himself as the Holiday Inn Express & SuitesWe also verified that when the caller requested the government rate our agent clearly informed him that the government rate was not available in our systemWe do offer government rates, but these rate are only available based on availabilityWe have verified that at the time of booking there were no government rates available in our system.Lastly, the receipt that the customer received from the hotel does not show the actual hotel rate, rather, this rate shows the wholesale rate which the hotel sold us this reservationIt is a negotiated rate with the hotel, which is normally not available to the general publicWe receive these rates because of the volume of rooms we sell on our site, and we still try to price the nightly rates the lowest from our competitorsThe hotel should not have shown this receipt because this receipts shows how much Reservation Counter was charged, and not the customer's charge of $which was quoted at the time of booking.We sincerely apologize for any confusion,Reservation Counter

To Whom it May Concern,We appreciate the customer bringing this to our attentionReservation Counter is an online booking company and we are required to comply to the hotel's policies and procedures for which we sellThe cancellation policy given to the customer states at the time of booking states,Cancellation Policy : You can cancel free of charge up until the cancellation windowCancellations or changes made after 4:PM Pacific Time on Nov 19, are subject to a Night Room & Tax penaltyThe property makes no refunds for no shows or early checkouts.On Nov 19th the customer contacted us requesting to cancel the last night of the reservationBecause this is contrary to the hotel's cancellation policy, we had to call the hotel to get approval for the refundOur records show that on the 19th we spoke to Lora and the front desk and she confirmed that the hotel would allow a refund for the last nightThis information was passed on to the guestminutes later the hotel contacted us and informed us that they had changed their mind and would not allow a refund due to the cancellation policyAs you can see, this put us and the customer in quite the predicament.As a a courtesy to the customer we will process a refund for the last night despite the hotel charging the full amountThe amount of $will be processed back to the original form of paymentWe hope the customer finds this resolution satisfactoryWe do apologize for any inconvenience caused

To whom it may concern, Thank you for giving us the opportunity to review this case We have reviewed this case including the call recording and we found that our agent identified themselves as a representative of Reservation Counter.comWhen the caller asked if he was at the hotel the agent informed the caller that she had called Reservation Counter and that we make reservations for the hotel she had requested as well as many other hotelsWe did not find any misrepresentation in the sales callWe do not understand why the hotel would provide information for the guest that not only was incorrect but also did not match the information we have on file for this guestWe 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 comply Please 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,We sincerely apologize for any confusionWe do see how this cancellation policy could be confusingAs a courtesy to the customer we have processed a full refund back to the original form of paymentIt is definitely not our intention to misinformWe consider this case resolved and appreciate the customer's feedbackReservation Counter

Complaint: [redacted] I am rejecting this response because: I requested to stay in the renovated part of Circus Circus which was the tower never once did she said it that I will be staying in the manor These statement that is being said in is not the trust Reservation Counter did not give the location I would be staying nor did they contact me on July I contacted them asking them what was going on with my cancelation The first person I spoke with at Circus Circus June told me I was in Hours time to cancel with full credit to my account When I spoke to Reservation Counter that when I found out they was not going give me my refund I did not stay at Circus Circus Sincerely, [redacted] ***

To Whom it May Concern,Our records show that this reservation was made on reservationcounter.comReservation Counter is a legitimate hotel booking siteWe book for thousands of hotel worldwide and make hundreds of reservations every dayWe do our best to be as apparent as possible by placing our logo on every web page in order to avoid confusion The cancellation policy given to the customer at the time of booking states, Booking is subject to a USD change or cancellation feeBookings cancelled after 01/09/2016, 06:PM (America/Phoenix) are subject to a fee of USDThere is no refund for no-shows or early checkouts.This cancellation policy states that if cancelled you will be charged a $feeIf you cancel before the 9th you would be charge a one night $fee and any remaining nights would be refunded.If cancelled after the 9t the full amount would be charged to the customerBecause the customers reservation was for only one night, the full amount of $(one night) was charged upon cancellationThis cancellation policy is given to us by the hotel and was provided to the customer when the reservation was bookedThis is the hotel policy and we must complyWe truely apologize for any confusion or for any inconvenience that this cancellation policy may have caused.Best regards,Reservation Counter

To whom it may concern,Our records show that this reservation was made online by the guest for a "Double Room, Double Beds, Smoking." Because of the hotels non refundable policy we are unabel to cancel or change a reservation without the hotels permissionI also found that on Oct 17th we called the hotel and they approved the full refund and cancellation as a courtesy to the customerOn Octthe full refund of $was processed back to the original form of payment.We hope that the customer finds this response satisfactory,Reservation Counter

To Whom it May Concern,Thank you for bringing this to our attentionWe have called the hotel manager and were informed that the hotel had received both reservationsThey claim that the customer only provided the name [redacted] and not [redacted] upon check inFor this reason the hotel informed the guest that they only had one roomThe hotel charged for both reservations even though the room under [redacted] was not used and denied any refund requestAs a courtesy to the guest we will process a refund for this reservation due to the hotel errorWe would recommend that the customer create a formal complaint against the hotel for denying a reservation that they had received, and then charging for it without allowing the guest to use the room that they paid forWe hope the guest finds this satisfactoryWe are glad that the customer brought this to our attention so that we could make this right.Best regards,Reservation Counter

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] ***

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]

To whom it may concern, Thank you for bringing this case to our attentionWe have investigated that claim and have found that the customer booked this reservation online directlyDuring the online booking process the customer must agree to all the terms and conditions including the cancellation policy before the reservation can be finalizedThe cancellation policy on this reservation is as follows: Each room in this reservation is subject to the hotel's cancellation policy which is: Cancellations before 02/22/2018, 07:PM (America/New York) are fully refundableBookings cancelled after 02/22/2018, 07:PM (America/New York) are subject to a fee of USDThere is no refund for no-shows, early checkouts, or cancellations after 02/26/2018, 10:AM (America/New York)The $USD fee included in the total is non-refundableWe do not charge any additional change or cancellation feesThis cancellation policy applies to the entire reservation and we cannot make modifications or changes to the existing reservationThe customer can cancel the entire reservation and re-book but no modifications are allowedWe are contractually bound to this policy and must complyAs a customer courtesy we have been in contact with our hotel partners and they have agreed to refund the cost on the unused room after check outThis refund will come directly from our hotel partnersThe customer was informed of this decision on February 22, We have also refunded the booking service fee as a one- time customer courtesy as wellPlease let us know if we may be of further assistance Best Regards,Reservation Counter

We have confirmed that the reservation has been cancelled and the customer received a full refundWe have launched an investigation on if our agent did misrepresent us as the hotelWe have zero tolerance policy and they will be terminated if they were found to be misleading

Complaint: [redacted] I am rejecting this response because;I spoke to Brian P***, the GM this morning. He has NOT received any calls from RC regarding this case to agree or not agree to the cancellation policy., nor has Red Roof Inn Corporate. This is all been fabricated in respect to RC in their attempts to refund us! The GM is willing to refund us the unused days, however, the funds lie with Reservation Counter. This is a prepaid reservation and Red Roof Inn does not have the funds to return. They did not have our credit card info etc. This is untrue in the representative stressing that they attempted to contact the hotel 3 TIMES now and that RRI is holding to policy...NOT TRUE! In addition, it was brought to my attention from RRI that this reservation was booked through Tourico Holidays through a possible back door internet scam of sorts. I want to emphasize that I NEVER visited any other website but RRI official website so there is a possible hacking of sorts going on. RRI is pursuing this possibility with their appropriate departments to avoid anything like this to happen in the future to unsuspecting guests. As you can see this is clearly highly unethical for a business to outright lie and also place the blame on a company that IS willing to accommodate our request for refund. Brian P [redacted] is willing to speak directly to you (BBB) and explain what the true facts are. It is concerning to their corporate department that a business such as RESERVATION COUNTER is able to operate in this unscrupulous fashion and get away with their deceitful business practices! How can a business say they spoke 3 times to RRI and the GM and stress that RC is " so sorry that they cannot refund since the hotel is unwilling to refund" when that never happened! UNLESS, they are truly misrepresenting themselves and are involved in scamming and taking advantage of the consumer. There are many consumer protection laws that have been created due to these types of scams and my next step will be the State Attorney General!!!!! Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Again, I am getting two different stories from the Clarion and from Reservation CounterThey both tell me it's the others faultI will not be happy with a decision until my money is refunded Sincerely, [redacted]