Reservation Counter, LLC

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 websiteWe 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 reservationWe 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 giving us the opportunity to review this case furtherWe have listened to the call recording multiple times and fount that the agent clearly answered the call with, " Thank you for calling Reservation Counter"The agent then asked the caller what hotel property the caller was wanting to book their reservation atThe caller then provided the address to the property and the agent was able to secure a roomThis being the case it seemed very clear that the agent was not representing the property in any wayThe caller agreed to finalize the reservationWe apologize if there was any confusionPlease let us know if we may be of further assistance

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 occurredOn this reservation the Hotel is the merchant and is the one who collects payment at the end of the stayWe are a third party booking agency and not directly affiliated with the hotel or its managementPlease 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 this case to our attentionWe have reviewed the call recording and found that the agent identified himself as a representative of Reservation Counter.com at the beginning of the callThe agent searched for the rooms requested under the block of rooms and notified the caller that he did not have access to those rates as they were either sold out or being held directly by the hotelThe caller agreed to proceed with the reservation at the higher rateWhen the customer called into our support line our support agent placed a call to the hotel and was able to get an exception from them and a refund has been processed in the amount of $Refunds generally take to business days to post to the customers accountThis information was sent to the customer via email on November 22, We hope this information is helpful, please let us know if we may be of further assistance Best Regards,Reservation Counter

To whom it may concern, Thank you for your responseRegardless of who the reservation was through, the customer acknowledged and agreed to the terms and conditions on their reservationWithout doing so this reservation could not have been completedWe apologize for the misunderstanding that has occurredHowever, the provider will stick to the cancellation policy and no refund will be offered in this casePlease let us know if we may be of further assistance Best Regards,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 websiteWe 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 finalizedThe cancellation policy on this reservation reads as follows:A penalty of $USD will be applied if cancelled between 2018-03-00:and 2018-03-23:The $USD fee included in the total is non-refundableWe do not charge any additional change or cancellation feesWe apologize for any confusion that has occurred, however the customer has chosen a reservation that is not fully refundableWe 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 you

To whom it may concern, Thank you for giving us the opportunity to review this reservation and caseWe have reviewed the call recording and we found that the sales agent clearly identified themselves as a representative of Reservation Counter.comThe 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 assistance Best regards,Reservation Counter

Complaint: [redacted] I am rejecting this response because:I am not excepting the terms and conditions they are saying I agreed toHow could I agreed to terms and conditions on something I believed that the reservation was not completed and with never receiving a confirmation email so that I could cancel it? I have sent all the documentation to the Revdex.com and to the company I am disputing with Please tell me where we go from here? I don't want to keep going back and forth with emails of not excepting their decision? They are going to try and wear me downSo, I give up and I am not going to do thatI have read that I am not the first person to have this problem with this website company! Even of the complaints I read at the Better Buisness Bureau? I don't except that they can't refund my money to my credit cardThey don't want to after all the proof of documentation I sent to themSincerely, [redacted]

To whom it may concern, Thank you for bringing this case to our attentionOur records indicate that our agents are currently working on this caseThis reservation was made online directly by the customerThe customer was responsible for choosing the details on this reservation and they have chosen a post pay reservationOn this post pay reservation the hotel is the merchant and the one responsible for charging the customers credit cardWe are currently trying to work with the hotel to answer the customers questionsPlease let us know if we may further assist you Best Regards,Reservation Counter

To Whom it May Concern,Thank you for contacting us and allowing us to investigate this complaint. Upon reviewing this call we found that our agent clearly represented herself as an agent of Reservation Counter. We discovered that at no time did our agent misrepresent herself as the hotel property.... The customer made a reservation and the service was provided. Because we are not associated with the hotel directly, inquiries regarding rewards points must go through the hotel. Hotels will often provide points, but it is their decision to either accept or reject loyalty programs based on a number of factors.Reservationcounter.com books more than 10,000 rooms every day. We offer a secure, one-stop source for hotel pricing, amenities, and booking either online or through our customer services centers. Part of the TravelPASS Group, Reservation Counter uses a proprietary technology to deliver the most comprehensive search strategies to help consumers find and save on the best travel destinations and deals. We work hard to make our website as transparent as possible by placing our logo on the top of all of our webpages. We apologize if there was any confusion.

To Whom It May Concern,We appreciate the customer bringing this to our attention and allow us to investigate this reservation We take misrepresentation very serious and take action against agents who intentionally misrepresent themselves as the hotelUpon listening to the call recording we learned that our agent informed the caller that they had called reservationcounter.com, and never did they inform the caller that they represented the [redacted] The recording also showed that the caller never questioned if the agent was representing the hotelThe customer obtained our number by visiting our website reservationcounter.comWe have no reason to believe that the customer intended to call someone other than the number which was dialedWe are very sorry for any confusion.Upon listening to the call recording, we also learned that the customer agreed to the cancellation policy that was given to us by the hotelThis cancellation policy states,Each room in this reservation is subject to the hotel's cancellation policy which is: Cancellations before 05/08/2016, 10:PM (America/Regina) are fully refundableBookings cancelled after 05/08/2016, 10:PM (America/Regina) are subject to a fee of night's room and taxThere is no refund for no-shows or early checkouts.Unfortunately, we must stand by the policy and charge the full amount for this reservationThe cancellation policy specifically states, "There is no refund for no-shows or early checkouts." We are sorry that we were unable to provide a refund to this customerOnce a reservation is past dated we are not able to make modifications to reservations Best regards, Reservation Counter

To whom it may concern, Thank you for bringing this case to our attentionDuring the research on this reservation we have found that the customer called our sales number to make a reservation at the Kirkley Hotel & conference Center LynchburgOur agent was able to help the guest secure a reservation for two rooms and provided all the details on this reservation including the cancellation policyThe cancellation policy on the reservation that was made through us is : Good news! This reservation qualifies for free cancellation up until 11:PM local hotel time on Monday, May 22, If cancelled or modified up to days before date of arrival, no fee will be chargedIf cancelled or modified later or in case of no-show, percent of the first night will be chargedIf you don't cheto the hotel on the first day of your reservation and do not alert the hotel in advance, the hotel reserves the right to cancel your reservation and may charge you a penaltyThe $USD fee included in the total is non-refundableWe do not charge any additional change or cancellation fees.Our records indicate that Mr [redacted] contacted us on May 23, requesting a cancellation of one of the roomsThis was inside the penalty period on the cancellation policy and when this was explained to the guest they decided to keep their reservationWe have contacted the hotel regarding his request and we were denied a cancellation for refund by the hotel as they will stick to their cancellation policyThe hotel cancellation policies can and do differ depending on whether the inventory is sold directly by the hotel or if they have sold said inventory to 3rd party booking agenciesWe are contractually bound to the cancellation policy attached to this reservation and must complyWe have refunded the $service fee as a customer courtesyPlease let us know if we may be of further assistance Best Regards,Reservation Counter

To whom it may concern,This is a response to a Revdex.com complaint issued by [redacted] ***.We apologize for the confusion and for any trouble that the customer had with cancelling her reservationReservation Counter is an online booking company and makes reservations for over 200,hotelsWe do our best to make sure that our customer's know that they are booking with us and not the hotel directlyFor this reason, we place our logo on everyone of our webpages.Once a reservation is made, we send a confirmation email that provides proof of purchaseThis email answers many frequently asked questions along with an option to cancel your reservation onlineThere is also a customer service number listed on the email for our customer's convenienceWe have verified that this confirmation was sent to [redacted] @hotmail.comWe have also searched our records and were not able to find any calls made to our call center regarding this reservation.I have called the hotel regarding your refund request, but was informed that the hotel would only provide a refund of one night because the first night of this reservation was usedA refund amounting to $ [redacted] has been processed back to the original form of paymentPlease let me know if there is anything else we can do to assist you

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 websiteWe 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 occurredThe cancellation policy on the reservation is as follows:Each room in this reservation is subject to the hotel's cancellation policy which is: Cancellations before 04/18/2018, 11:PM (America/Denver) are fully refundableBookings cancelled after 04/18/2018, 11:PM (America/Denver) are subject to a fee of night's room and taxThere is no refund for no-shows, early checkouts, or cancellations after 04/21/2018, 10:AM (America/Denver)The $USD fee included in the total is non-refundableWe do not charge any additional change or cancellation feesIf you would like to cancel and re-book with the hotel that is an option, however we are unable to make any changes or modifications to 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:This company continues to do the same thing to multiple customers and excuse the practice with the explanation that the customer has not out right directly asked if they are speaking to the hotel directly.Regardless if the customer comments on the process being different, asking why things aren't as they just quickly finish up When asked they provide a reason stating the hotel policy is the reason a refund cannot be granted and now a different story is provided.It is very apparent that this practice is working well for them regardless of how many unhappy customers there are because they already have the money and there is no resolve without further cost to the consumer Sincerely, [redacted] ***

After research and verification provided by the customer, we were able to find that our system had an error and we have processed a refund of *** USDCustomer should expect this refund within business days

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
given to us by our providersWe do not have the ability to modify or adjust these rates since they are controlled by the hotelIt looks like the hotel has shown the customer a different rate other than the one that was supplied to usThis is very concerningWe have contacted the customer and requested that he send us the hotel receipt so that we can verify the price discrepancyWe look forward to correcting this issue. Thanks, Reservation Counter

Complaint: ***
I am rejecting this response because:As you can see by the below email I was able to get a cancellation from the hotel I was told by Juan that if I could get the hotel to cancel and refund the reservation they would in turn be able to refund me I spoke with Robin at Fairfield Inn in Worcester Auburn, Ma Their number is 508-832-9500. The reservation number with the hotel was *** and the cancellation number is *** and $was refunded back to the third parties MasterCard Reservation Counter is trying to keep my money by hiding behind the hotel's reservation policy The Marriott, being a reputable company understood the honest mistake that I made and waived the no cancellation policy on my reservation *** ***JUN 12, | 08:22AM MDTRicardo F*replied:***,Thank you again for contacting Customer Support at www.reservationcounter.com.As a follow up to our conversation and refund request, I have assigned your case to the support team that can best help you regarding your request of refund due Robin the Manager cancelling the reservation and providing you a cancellation numberYou can expect to hear from them within two business days.If you have any other questions or need anything else please feel free to respond to this email, and we will do everything we can to take care of you.Thank you,Ricardo F*www.reservationcounter.comwww.reservationcounter.com" class="cuttext">src="/themes/revdex/img/bad-mouth.png">*www.reservationcounter.comwww.res...⇄ -----JUN 10, | 01:54PM MDTElba G***replied:Hello ***,Thank you for contacting usThis is Escalation Department, we truly sorry for the inconvenience you had and got this reservation for the wrong hotel as location.We had been informed that, due to the policy selected we can not process a refund for it, however in case you can get a waiver from hotel and replied this email with that information, we need the name of person and position who can approve it at the hotel, if you got a cancellation number that helps too.Once we receive it we will work on it, keeping in mind that is not guarantee.Regards,Elba G***www.reservationcounter.com
Sincerely,
*** ***

To Whom It May Concern,We appreciate the customer sharing their complaint with usIt sounds like our usual service wasn't followed in this case, which is concerning to meOur agents are highly trained on customer service and representationWe want to make sure customers are aware that they are
booking with reservationcounter.com so that they will rebook with us in the futureWe will investigate this case and take action with our representative if this was not followed. Today, I have processed a full refund on my endThe customer should be able to see a $on their bank statement in the next 3-business daysPlease let us know if there is anything else we can do to assist. Best regards, Reservation Counter

To whom it may concern, We appreciate the opportunity to review this caseWe had our team listen to the sales call once againThis sales call was over an hour long in which time the caller requested that the agent make reservations for their groupOn each of the seven reservations, the sales agent read the cancellation policy before the reservation was finalizedEach one of the reservations had a nonrefundable policy attached to it. The agent informed the caller that he did not have any availability at the Marriott because in his system it was all sold outThe agent then with the help of his manager were able to find availability at the Hilton and the customer agreed to proceed with the reservations at the HiltonThe caller agreed to book the reservations at the HiltonWe are contractually bound to the terms and conditions on these reservations and must complyWe apologize for any misunderstanding that occurredIf we could have located any error on our end we would have happily found a different solution, however there were no errors found. Best Regards.Reservation Counter