Reservation Counter, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

To whom it may concern, Thank you for your responseWe have listened to the phone recording of the sales call and found that the agent informed the caller that his card would be charged at that time and the caller agreed to this reservationDuring the sales call we did not hear any mention of the need to switch cards and the reservation was finalized and the confirmation number was given Once a charge has been made it cannot be reversed and recharged to a different cardWe apologize for any misunderstanding that has occurredPlease let us know if we may be of further assistance. Best regards,Reservation Counter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am accepting the response, but want to keep this case open so that Reservation Counter has enough time to receive the hotel receipt, find the issue, and correct the problem.Revdex.com's "calendar days" may not be sufficient since of these days are on the weekend
Sincerely,
*** ***

To Whom It May Concern,We appreciate the customer's responseThe only way for a reservation to be confirmed is if the credit card and booking information is entered and "Book Now" button is pushedOnce this button is pushed the reservation will be booked regardless if the user clicks the back button found on the web browserWe understand that the customer called us within minutes of the reservation being booked, but we are contractually bound to the cancellation policy that was agreed upon when the book now button was pushedUnfortunately, we are unable to process a refund for this reservation. Best regards, Reservation Counter

To whom it may concern, Thank you for contacting us regarding this complaint When someone searches for a hotel online, multiple ads 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 address
We are a third party booking agency and purchase our inventory from the hotels directlyWe 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 atOur agent identified himself as a representative of Reservation Counter.comThe agent asked the caller which hotel he wanted to book his reservation for and then was able to reserve a room at that propertyThe customer must acknowledge and agree to all the terms and conditions including the total cost and cancellation policy before the reservation can be finalizedWe apologize for any confusion that has occurred, however the customer has agreed to a non-refundable reservation. 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 policy. The 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, 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 reservationThe customer called us to request a cancellation of the last night and the hotel agreed to a one time customer courtesy refund for this modificationThe customer will receive a refund of the last nightThis 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. Best Regards,Reservation Counter

To Whom it May Concern,We appreciate the customer bringing this to our attentionReservation Counter is a third party booking company and does not hold the funds of the reservationThis means that if the hotel decides to refund we will always refund the guestHowever after calling the hotel
General Manager we were informed that the hotel has not processed any refund for the unused nights.The cancellation policy quoted to the customer states,For the room type you've selected, you can cancel your reservation for a full refund up until noon on Tuesday, January 26th (local hotel time)If you decide to cancel your reservation anytime between noon on Tuesday, January 26th and noon on Wednesday, January 27th (local hotel time), 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 youRefunds or cancellations are not available after noon local hotel time on your day of arrival (Wednesday, January 27th).The hotel General Manager informed us that the hotel would stand by their cancellation policy and charge the full amount for this reservationWe have attempted to negotiate a refund back to the credit card that was used, but the Manager informed me that he had already spoke to the guest and informed him that the hotel would not be able to refund for the remaining nightsUnfortunately, because the hotel charged for this reservation in full we do not have the ability to process a refund without their approvalThis is their policy and we must comply. Best regards,Reservation Counter

To whom it may concern, Thank you for letting us know about this experienceI’m sorry for the error. Reservation Counter successfully helps hundreds of thousands of consumers make flawless online travel bookings every yearSo, your situation is not normalIt appears there could be a
glitch in the call center system, which is not showing the correct availabilityPlease email us at [email protected] so we can get more information and resolve this with our teams. Best Regards,Reservation Counter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

To whom it may concern, Thank you for your patienceI have contacted the hotel and this reservation was cancelled and a full refund of $was processed on 08/21/at 4:PM MSTThis will be credited back to the original form of payment and should be viewable within the next 3-days
Depending on the banking institution it could take up to business days to post the refund to your accountIf there is anything else we can do to assist you, please let me know by responding to this email. Best Regards,Reservation Counter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, although I still paid an additional $more than I would have paid at the hotel directly, I'll accept the amount offered since the vendor admitted their representative was deceptive in her explanation of the fees chargedand find that this resolution is satisfactory to me
Sincerely,
*** ***

We 100% definitely did not receive a deluxe roomThis was confirmed upon cheat the hotelWe received a standard roomWe had other employees at the same hotel with the same room type and they paid $per night lessMy receipt from Reservation Counter states "deluxe" roomWe stayed in a standard roomReservation Counter is giving information regarding this complaint
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

We have cancelled the reservation and issued a full refundThe customer should receive their payment within business days

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 reservation. 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 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

Complaint: ***
I am rejecting this response because:
I was waiting to hear from Reservation Counter in regards to the Hotels response to compensationReservation Counter has not completed that part of the requested task so the complaint is not resolved at this time.Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I have not heard anything from the Reservation Counter with my refund, or what they plan to do Sincerely,
*** ***

To Whom it May Concern,We appreciate the customer bringing this to our attention Our records show that this reservation was made on reservationcounter.comThe customer probably found our website by searching for the hotel's name on Google.com and then clicking on our adWe apologize if
there was any confusionWe have investigated the customer's complaint regarding extra person and resort fees, and have learned that our website clearly states that resort fees are collected by the hotel property (see attached)We do not collect payment for hotel resort fees.We do realize that the taxes for this reservation were very high and for that we are very sorryRoom rates and hotel fees are given to us by the hotel directlyWe do not have the ability to change these chargesAttached you will find a breakdown of the *** fee chargeThis includes a *** tax and service fee along with a *** extra persons feeBoth of these fees were provided to the customer and were included in the *** total charge that was quoted before the customer confirmed this online bookingWe realize that this is an excessive charge for an extra person fee, but it is the same amount that we received from the hotel and passed on to the customer. Unfortunately we are unable to process a refund for this reservation because the customer agreed to the price and there was no discrepancy in our systemWe are truly sorry for any confusion

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***