Reservation Counter, LLC

To whom it may concern,We appreciate the customer's patience and willingness to work with usThe reason why we were unable to process a refund was because the hotel denied any refund request because they claimed that there was no error and that the reservation was tagged as a no showAfter multiple attempts, the hotel manager finally agreed to allow a refund for this reservation. Today, as a courtesy, I issued a refund of $for this reservationThis refund will process within hours and will return to the form of payment used at the time of booking within 3-days or on the next billing cycle. We apologize for the inconvenience that this causedWe still do not know why the hotel denied the guests reservation, and then later denied the refund requestWe have escalated this issue to Management Team to insure that errors like this do not happen in the futureWe hope that this resolution is to the customer's satisfaction.Reservation Counter

Complaint: ***
I am rejecting this response because: I was already promised a full refund as mentioned in my initial complaint I was told that my money would be returned to my account within 3-business days I am confused It seems that some one at this company was able to locate the reservation right away to respond to my complaint however, it took me hours to get someone to admit that a transaction was ever made I had to get assistance from Bonotel Travel which is the company who actually has the contract with the Hotel Each time I spoke to a representative at ReservationCounter I was told that there was never any transactionNo one could find a reservation under my name, email address or telephone number I never had a confirmation number because I NEVER completed the process The transaction was make around 12:00-12:yesterday afternoon I got an email from Reservation Counter after 4:00PM asking my to complete the reservation that is proof enough that I did not book the room I was told repeatedly that this company had not taken my moneyAll the calls are recorded from their end I refuse to give away my money I feel like I am being scammed
Sincerely,
*** ***

To Whom it May Concern,We appreciate the customer bringing this to our attentionReservationcounter.com is an online booking companyWe book for thousands of hotel world wide and strive to offer a easy, effective, and enjoyable booking experiences to our customersWe try to make our website as
apparent as possible by listing our logo on the top of every pageThe format of our website is the same regardless of hotel brand or hotel locationAny color/formating similarities is mere coincidence is not intended to copy that of the Hampton InnWe would invite anyone to visit reservationcounter.com directly to see that it is not our intention to misrepresent ourselves as any specific hotel or hotel brand.As a third party booking company, we receive our pricing, availability, cancellation policy, and hotel information from the hotel directlyThe cancellation policy that was provided to the customer at the time of booking states, "Refunds or cancellations are not available after noon local hotel time on your day of arrival (Monday, May 2nd)." Because of this cancellation policy, the hotel charged us for both nights and we are unable to process a refund unless we have their approvallWe had previously contacted the hotel on May 6th regarding this refund approval, but the hotel informed us that they would stand by their cancellation policy and charge for both nights of this reservationThis is their decision and we must comply. Upon receiving this Revdex.com complaint, I made another attempt to contact the hotel regarding this refund requestThe front desk informed me that all refund requests need to be approved by the hotel managerUnfortunately, the hotel manager was not available at the time of the callI will continue to contact the manager and will respond to the guest as soon as we receive a response from the hotelIf the hotel agrees to refund the unused night then we will have no problem processing the refund to the guestHowever, keep in mind that the hotel has the right to stand by their cancellation policy and charge for both nights.We will reach out to the guest as soon as we receive a response from the hotel manager.Best regards,Reservation Counter

We are still trying to contact the hotel, so that they can honor the lower price they provided

To whom it may concern, We appreciate you bringing this complaint to our attentionAt the time of booking the agent informed the caller that he did not have any AARP rates available as they were either sold out or being held directly by the property itselfWe are grateful we were able to
cancel this reservation per the customers request and offer a full refundWe have also issued a refund for the $booking service fee as a customer courtesyWe hope that the customer will be pleased with this resolution. Best Regards,Reservation Counter

To whom it may concern, Thank you for bringing this case to our attentionDuring the online booking process, the guest inputs the information on the hotel they want to stay at and multiple ads are made available to choose fromThese ads display the information on the hotel or motel that the
customer is interested inThe guest then picks a website to make their reservationWe make reservations for over 200,hotels worldwideOnce the customer has input all their information they must check the box stating that they agree to all the terms and conditions for this reservation including the nonrefundable $booking feeAfter this has been done the reservation can then be finalizedWe apologize for any confusion that occurred and as a customer courtesy we would like to refund the $booking fee back to this customerPlease let us know if we may be of any further assistance. Best Regards,Reservation Counter

To Whom it May Concern,We appreciate the customer bringing this to our attentionWe are glad to announce that we have been successful in processing the full refund back to the original form of payment because the hotel did not charge for this reservationLooking at our call log we show that no
prior contact was made to us from the customer's email and phone number listedWe have not encountered this type of system errorWe have reached out to the guest in hopes that we could get more information regarding the details of the error so that we can proceed with the investigationWe sincerely apologize for any confusion.Reservation Counter

Complaint: ***
I am rejecting this response because: Reservation Counter is not abiding by hotel cancelation policy as they claimMarriott's cancelation policy is You may cancel your reservation for no charge until day before arrivalIf you have to cancel or modify after this you will be charged a fee but not the amount of your entire stayI was also not notified that my card would be charged immediately. Reservation counter is not standing by their claim on their own website that "human or consumer mistakes will be fixed fast and fairly." They do not fix honest mistakes all they do is give a standard response to everyone who complains to themSorry, you checked the box, its your fault and there is nothing we will do to satisfy our unhappy customer.In the future I hope my review can help other unsuspecting consumers in NEVER using Reservation counter, on purpose or by mistakeI with them luck with their FTC stipulated order, because experience like mine and many others will not help their case.
Sincerely,
*** ***

A full refund was approved 08/28/due to a technical errorWe apologize for the delay in resolutionThis particular technical error took time to verify and resolveA check has been issuedThe customer should expect this check to arrive within business days

To Whom It May Concern,We appreciate the customer bringing this to our attentionOur records show that this reservation was cancelled on Dec 1st and has been fully refundedThe reason why this reservation took so long is because this cancellation request was made inside the hotel's cancellation
policyThis policy states,Cancellation Policy : For the room type you've selected, you can cancel your reservation for a full refund up until noon on Tuesday, December 1st (local hotel time)If you decide to cancel your reservation anytime between noon on Tuesday, December 1st and noon on Wednesday, December 2nd (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, December 2nd).Because this was inside the penalty, we needed to get the hotel's approval to cancel and refundThe problem that we encountered was that we could not get in contact with the hotel managerLast night the hotel manager Luis contacted ujs and gave us approval for the cancellationWe are glad that we were able to get the customer's refund and sincerely apologize for any inconvenience that it may have caused.Best regards,Reservation Counter

We appreciate the customer's responseWhen mistakes happen as a result of technology or human error, we want to fix them fast and fairly If there was an error on our side than we would have no problem offering a refundHowever in this case, the customer agreed to the rate and total price of the reservationOur records also show that this reservation was displayed and advertised as non refundableThe customer agreed to this policy when the reservation was bookedBecause there was no error on our side we are unable to refund.We understand that the customer is upset because she booked a non refundable rate and wasn't aware that she was booking this through our siteWe wish we could process a refund, but we are contractually bound to the rate and cancellation policy which is given to us by the hotel and/or by our many providersWe do our best to promote our brand, and it is not our intention to pose as the hotel's actual websiteOur website reservationcounter.com allows our customer's to access thousands of hotel's worldwide, and for multiple hotel chains too.We pride ourselves in being able to provide the best online availability. Best regards, Reservation Counter

To whom it may concern, Thank you for the opportunity to look at thisReservation Counter successfully makes reservations with thousands of hotels worldwideWe reviewed this reservation and found that it was booked online by the customer who went directly to our websiteThe 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 deniedWe are sorry for the confusion that may have occurredPlease let us know if there are other questions. 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 meThey have agreed to mail a checkI have not received it yetYou have accomplished in one week what I have been trying to accomplish for months. Thank you for your help!
Sincerely,
*** ***

I did NOT receive a deluxe roomAs per your response, I DID agree to the rate for a deluxe room but I was NOT provided a deluxe roomThe hotel confirmed that the Reservation Counter made the reservation for STANDARD roomThe hotel is not at faultThe Reservation Counter charged for a room that was not reserved nor providedI will not accept that I have to pay for something that was not provided by your companyI would gladly pay that rate if I had actually received a deluxe room but I absolutely did not receive a deluxe roomYou have charged me for something that you DID not provide
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

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, the provider has stated that they will stick to the policyWe work diligently with hotels, providers and suppliers to ensure the customer receives the best possible serviceDue 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

To Whom it May Concern, We appreciate the customer bringing this to our attention and allowing us to respond to this complaint. Reservation Counter is recognized by the biggest brands in travel and successfully books more than 10,room nights every dayHowever, when mistakes happen as
a result of technology, human or consumer error, we want to fix them fast and fairly.and fairly.We also feel like our travel representative could have done a better job of explaining to the guest that taxes are charged at the time of bookingWe have reached out directly to this customer and will make sure that this gets resolved. Best regards, Reservation Counter

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 listed on our site are provided to
us by the hotel directlyWe do not have the ability to modify or adjust these rates since they are controlled by the hotelIt looks like the hotel provided a rate to the customer that was different from the one that was supplied to usThis is very concerning. We kindly ask that the customer send us the hotel receipt showing the lower rate so that we can contact the hotel and refund the customer the difference in price. Thanks, Reservation Counter

To Whom it May Concerned,We appreciate the customers requestUnfortunately, we are unable to release the call recordingAlthough we are not obligated to record calls, we do so to improve the quality of our agents provide trainingThese recordings are for internal use only and can not be releasedWe live by the principle if there was a mistake; we will fix itWe will always refund if there was an error on our sideWe have reviewed the call recording several times and did not find any error or misrepresentation made by our agentFor this reason we will not be processing a refund for this reservation.Best regards,Reservation Counter

Complaint: ***
I am rejecting this response because:This travel was government related
The reservation counter falsely represented Holiday InnOtherwise I would have hung up and contacted the Holiday Inn directlyRate quoted on the phone was $per nightBut I was charged $per night, as per attached documentHad not agreed to pre-paying for this Hotel Reservation, nor was it disclosed I would be charged during the reservation process.Had I discovered that the price was above what I had agreed to I would have not made the reservation
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: On there Checkout Receipt they showed no break down of the taxes And Fee's to show what each charge representedOn my receipt from Circus-Circus it does not show people in any room It shows in room and in the other two rooms According to Circus-Circus the going rate for extra adults is $per adult per night which would come out to $not the *** they charged I believe they reduced it to get the total to *** to alter the price to make me believe I was paying the resort fee's I still have no idea as to what the (Tax recovery Charge and the Service Fee's) charges stem from. In reading just a few of the complaints filed against the in the past years a lot of them seems to be exactly like mineSomehow we ended up on there Web sight when we thought we were on the Web sight of the hotel we wanted to stay at
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